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Zero help from call center empolyees


For the past two days it has become a full time job for me and my roommate to consult on the phone with employees about our lack of internet connection. The situation is as follows: yesterday we were supposed to switch to a new internet provider, as we got a better deal from them. This means - our router and modem  had to be replaced. However, due to our new providers fault, this replacement did not happen. We were told that no matter what, our WiFi connection will not stop, until the new provider has sent out a signal that everything is ready. Unfortunately, this was not the case and our WiFi stopped.

As anyone, who has a problem with their internet connection would do, we called Odido, explained the situation and asked to be given - if not a solution to the problem, then at least an answer, about why we all of a sudden, after two and a half years of absolutely no problems, were cut out of WiFi. 

And so it began. 

Phone call number 1: The employee followed the standard procedure, asked us for our house number and zipcode, made us double check all of our devices - the rauter and the modem, made us hold for about 10 minutes until she figured out further information, then got back on the line and said that there is a general “outage” and that we just happen to be unlucky that it’s happening on the same day that we were supposed to change providers. Very well. We went on the webpage she suggested to get further information about this “outage” and guess what - there was none.

 

Phone call number 2: This time, surely we would have more clarity. Employee number 2 got introduced to our situation, he very patiently listened to everything, made us double check all of the equipment, made us stay on hold for another 10 minutes. Came back to us and said “I will send over a technician”. Great, amazing! When I asked him if he knew anything about a general outage he said there was one a couple of days ago, however now everything should be good and running. Mind you, a couple of days ago we had absolutely no problem with our WiFi at all, maybe just luck. Moving on.

 

Technician: Came, checked everything, changed our modem and router with his control ones - and you guessed it - everything was working perfectly fine, the problem is from outside of the house as he said. He left and practically just wasted his time to prove something we already knew - our hardware was good.

 

Phone call number 3: Again, briefing the situation to an employee. Said employee starts telling us to check our appliances again, to which we politely decline, as we have done it about 25 times today already. He leaves us on hold for another 10! minutes and then gets back to us saying that … There is a general outage. I am quite frank with him, saying, very politely, I find it extremely hard to believe. But he convinces us, and says it will be fixed within a couple of hours probably. At this point it’s getting to be around 5 o’ clock so we give up. 

 

Next day:

 

Phone call number 4: This time we were rather impatient, quickly we explain the problem and demand an actual answer. The guy on the phone tells us he will redirect us with someone from their technical team. We hold for 15 minutes. Finally, the phone is picked up by yet another employee that tells us she can schedule a mechanic to come look at our problem for tomorrow. She again vaguely mentions a central outage, however she isn’t able to explain exactly where this outage is or if that is actually the case or not, which leads me to believe there is no such thing and the only problem there is is that Odido has simply decided to end our connection, as we were supposed to change to a different provider, before officially getting a signal that the switch was successful. 

 

Nevertheless, we have a mechanic scheduled for tomorrow, my guesses are he will do absolutely nothing, as the problem isn’t really a technical one. So until next week, when our new provider has rescheduled the installation appointment, we are sort of in this limbo where absolutely no one has any idea whats happening and are just passing us around different departments and sending technicians left and right. 

Beste antwoord door Tommie van Odido

Hi ​@Julie Georgieva, welcome to our community!

Thank you so much for your message and for taking the time to explain everything in such detail. I truly want to start by offering my sincere apologies on behalf of Odido for the situation you’ve found yourselves in. It’s absolutely not the experience we want any of our customers to have. It’s very understandable that after several calls, conflicting information, and a technician visit, you’re left feeling unheard and uncertain about what’s really going on. That’s not how it should be.

From what you’ve described, it seems the issue might be connected to how the transfer between providers was registered in the backend systems, and if that process wasn’t aligned correctly, it can unfortunately result in exactly this kind of confusion and loss of connection. I sincerely hope that the technician scheduled for today can resolve this for you on the spot. They’ll have the tools to check the physical and line-side status directly and, in some cases, can trigger a manual reset or reconnection if possible. I’ve got my fingers crossed for you that this visit brings a proper solution.

In the meantime, should the technician be unable to fully fix it, please don’t hesitate to reach out again. I’ll be happy to personally follow up and help escalate this through the right teams to get clear answers and see what temporary solutions might be available. If so, can you please put your postcode, house number, date of birth and the last 4 digits of your account number in your profile? Then I can check with you!

Again, my apologies for all the hassle and back and forth you’ve been through. You absolutely deserve better service than this, and I’m very sorry we’ve fallen short here.

 

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2 reacties

Tommie van Odido
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  • Moderator | Internet + TV
  • 14812 reacties
  • Antwoord
  • 20 juni 2025

Hi ​@Julie Georgieva, welcome to our community!

Thank you so much for your message and for taking the time to explain everything in such detail. I truly want to start by offering my sincere apologies on behalf of Odido for the situation you’ve found yourselves in. It’s absolutely not the experience we want any of our customers to have. It’s very understandable that after several calls, conflicting information, and a technician visit, you’re left feeling unheard and uncertain about what’s really going on. That’s not how it should be.

From what you’ve described, it seems the issue might be connected to how the transfer between providers was registered in the backend systems, and if that process wasn’t aligned correctly, it can unfortunately result in exactly this kind of confusion and loss of connection. I sincerely hope that the technician scheduled for today can resolve this for you on the spot. They’ll have the tools to check the physical and line-side status directly and, in some cases, can trigger a manual reset or reconnection if possible. I’ve got my fingers crossed for you that this visit brings a proper solution.

In the meantime, should the technician be unable to fully fix it, please don’t hesitate to reach out again. I’ll be happy to personally follow up and help escalate this through the right teams to get clear answers and see what temporary solutions might be available. If so, can you please put your postcode, house number, date of birth and the last 4 digits of your account number in your profile? Then I can check with you!

Again, my apologies for all the hassle and back and forth you’ve been through. You absolutely deserve better service than this, and I’m very sorry we’ve fallen short here.

 


  • Auteur
  • heeft eerste post geplaatst
  • 1 reactie
  • 26 juni 2025

Unfortunate update: To this day the issue was not resolved rather got progressively worse. The next day after being completely fed up from waiting on hold for completely useless help lines, I went to the store in Eindhoven, where I was greeted by a rather unfriendly employee. Whatever, swallowing my frustration, I start explaining the situation to her, as calmly as possible. She doesn’t really show much empathy or care for that matter, asks me for my postal code and house number, which i gladly give to her. She then proceeds to ask me for an ID, however the internet in my apartment is under my roommate’s name so I can not provide her with such a document. Fine, this is a standard procedure, rather stupid, but standard. So I call my roommate, who just for fullness of the story, is in an online meeting for her job, that she is taking in another friends apartment, given that we have no WiFi. She wraps the meeting up, and not even 20 minutes later we are back to the office, ID in hand ready to figure this out. We go to a different employee not the one I previously spoke to. We explain everything from A to Z and he gives us the following solution: a device, more commonly known as “Klik en Klaar”, that could provide us with temporary hot spot internet for the time being. We explain to him that we would like to have this device for free, given that it is the least that can be done by Odido. He assures us we won’t get billed for it, furthermore he says there is a 20 day testing period - meaning if we were to return this device within this period our account will not be charged. Perfect! We will take it! 

Additionally, my roommate managed to negotiate a 45 euro refund over the phone, compensation, which we have yet to receive and I would like to think of it as an emotional damage pay- off. 

With all of this being said, we took our new device back home, plugged it in, there was WiFi - life started to be good once more. All that was left to do is wait for the following week to get our new internet provider to install the new router and modem and everything could have been just an unfortunate anecdote, we share with friends whenever Odido was mentioned in the conversation. Point being - no hard feelings.

On the 25th of June 2025 me and my roommate cancelled all of our plans and stayed all day waiting for the God- sent technician from our new internet provider to come and bless us with the gift of WiFi connection. He came, he installed and he said “ Sorry, you won’t have any internet yet because there is a problem with your optic fiber connection, so until that is fixed, no WiFi for you. I am not sure what the problem is or when it will be fixed, it’s an external company that provides this service and it can take a while to get an appointment.” These are words you do not wish to hear before your morning coffee.

So we make our way to the office of our new provider. We explain that neither of us will be in the country for the next two months - we need this appointment ASAP. The employee opens his system, checks it, and he says okay that is fine,you can schedule it when you are back, we can give you free data for the time being. Ever so curious I ask him if technically, now we are with the new company, the transfer has happened - even though there is no internet, you have sent Odido a signal saying “Guys, don’t worry they are with us now” or something more appropriate along these lines. The employee looks and says “Of course not, there is no internet, we can’t send a signal saying that”. He then proceeds to ensure us that we won’t be getting charged by them, given that they aren’t providing us with anything, but he advises us to go ask Odido if they are doing the same. 

Thankfully, in the city of Eindhoven the offices of the two companies are rather close to each other. We walk into Odido, rather frustrated, but with good spirits. At the desks is the same red headed woman that I initially spoke to last week. Important to the story. Once again - we explain the situation. She checks our account and with the most condescending tone explains that the transfer hasn’t happened, they have received no confirmation from our new provider that we have internet, however technically we are no longer Odido’s problem. 

“So that means, we will still have to pay our monthly fee, however we won’t have any internet provided from you?” 

In short what she answered was - yes. Of course, she was rather less direct with it, made me repeat this question 10 times, and made me feel like I am doing something wrong by simply trying to understand what kind of logic is that. She even followed up with pointing at me and saying “ I remember you from last time” and proceeded to school me for “talking over her” when believe me I kept my composure as best as anyone could and furthermore, I was just asking questions that weren’t clear to me. 

My roommate, made a very firm statement - “ In order for this not to happen, (this being getting charged for nothing), we would like to terminate our contract with you, right now.”

This lady said that due to some reasons she couldn’t name this was impossible. We tried arguing with her for a bit longer, she called customer service to ask them, and then she said we should contact them directly, but that it is impossible to terminate our contract. She said that we should ask for a three way call with Odido and our new provider, like kids of divorced parents trying to get them to talk to each other, to resolve this issue and then wrote on a piece of sticky paper the customer service number, which at that point, me and my roommate could recite in our sleep, so we politely declined this generous offer and left the office.

The next phone call with customer service was different then all the rest. My roommate spoke with clear frustration in her voice, she was very firm and blunt, still remaining professional, but clearly indicating that the next step if we are refused to terminate our contract was legal action. The employee on the line understood this, apologized for the behavior of his Eindhoven colleague and immediately put us in line for the cancellation department. In that moment my roommates phone dies and the conversation is cut.

Unfortunate situation, however now we are determined to solve this issue, we call again. We are placed with another employee and as usual we give her all of the information, however this time we are not wasting anyone’s time going into detail, we simply ask to be forwarded to the cancellation line. She refuses to do this, so we have to very firmly explain to her our problem, which she has a very hard time grasping. At that point it feels rather comical. We are explaining it to her in the plainest of words, and she still continues to insist that we should have WiFi from Odido, which isn’t even the point of the conversation in the first place, but just adds salt to the would, because we do not in fact have WiFi. FINALLY, after what feels like an eternity she gives up and refers us to the cancellation line. 

We speak with a girl that within 5 minutes is able to terminate our contract and we receive a confirmation email in that very second that we are in fact no longer under any  obligation to Odido. She finds it strange other people on the phone and in person have told us this won’t be possible to happen and wishes us to have a good day. We inform her in our eyes she is employee of the month.

What did I learn from this experience now that I am on the other side, free from Odido’s chains and empty promises? It might look impossible to get what you want, however there is in fact light at the end of the tunnel. The only things you need in no particular order are: endless amounts of time to sit on hold with rather useless customer service employees; money - to buy an emergency data pack from your mobile provider so that you can continue living connected to the world and not get fired from your remote job; but most and foremost you need patience - so you can maintain your calmness, while a working professional, about twice your age, is telling you that you will in fact be paying for a service that is not provided, and you will like it. It is very unfortunate that it has come to this, however I do feel as though this entire experience was incredibly unprofessional, not to mention we were straight up lied to about having internet during our transfer period. I am more specifically looking to file a complaint about the aforementioned employee in the Eindhoven office and would love to know where I can do so.  

 


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