Beantwoord

Red LOS

  • 21 May 2023
  • 36 reacties
  • 348 Bekeken
M
  • Maaz
  • is een Top Poster
  • 25 reacties

Hello All.

Last week I switched from Ziggo to T Mobile. Glasvezel with symmetrical download and upload. 

The internet worked perfect but suddenly on Friday, LOS starts blinking red and no internet. Now its Sunday and not fixed yet. I see stories where people have to wait for 2-4 weeks to get it fixed.

With Ziggo, in 9 years , no outage.

I also see that this problem is from Wijkkast, where an technician by accident pull out the connection. So all T-Mobile has to do is to plug it in. 

Does anybody have an idea how to fix it? quickly?

I placed a ticket on Friday but didnt hear nything from T Mobile or Guidion.

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Beste antwoord door Maaz 31 May 2023, 19:32

Bekijk origineel

36 reacties

Jason van Odido
Rank
Reputatie 7
Badge +16

HI @Maaz, thanks for the wonderful update! Finally it's been fixed, so glad to hear. I'll refund said period and will add € 10 for the reimbursement of the sim card. You'll receive an email with confirmation shortly. 

Ben je op zoek naar kennisartikelen? Neem dan snel een kijkje in de handige Wiki: https://community.odido.nl/knowledge-base
M

Hello T Mobile. Internet fixed.

T Mobile technical guys called me today and asked me if i am home so they can come to “fix internet”. 

I told them to go to Wijk kast first. They went there and after 10 minutes called me, heyy its fixed here.

All they needed to do was to plug the cable back in and took them 2 weeks to figure this out and i insisted for this from Day 1. 

Well good news is internet is back here. 

It has been a lot of pain not to have internet for 2 weeks. 

Please refund the days from 19 May to 31 May. 

Please also refund the 10 Euros for the sim, as I was forced to buy this T Mobile sim due to voucher.

 

M

Day 14 of No internet 

Tommie van Odido
Rank
Reputatie 7
Badge +9

Hi @Maaz, the due date is set for tomorrow. Hopefully I'll have more information for you by then! 

Life is too short to drink bad wine!
M

Anyone update any one? Can someone push the t mobile technical department to fix it today?

M

Day 12 of No internet:

 

Waiting for grid operator to fix the internet in Wijkkast/Wijkcentrale.

M

Thank you for the support.

I dont know which appointment is set because i didn't get any email about it.

Also regarding the costs for buying a t mobile sim should be compensated by t mobile. Where can i send you the invoice for it

Cal van Odido
Rank
Reputatie 7
Badge +4

Hi @Maaz, that's certainly what we would prefer too! The difficult thing is that in your instance we do not own the distribution points ourselves and in some instances the network operator does not allow us to acces their distribution points. Likewise we would have loved to have a wider availability of the technicians of KPN NetwerkNL, but unfortunately they do not work on national holidays nor weekends. We're trying our utmost best to gain more access to their network and for parts of their network we are now allowed to access their distribution points.

I see that progress has been made and an appointment has been set, this should be solved very soon for you!

Ben je op zoek naar kennisartikelen? Neem dan snel een kijkje in de handige Wiki: https://community.odido.nl/knowledge-base
M

Thank you for the kind message.

This problem rood los has been for many years with same results. Hope you can find a faster way, for example allow guidion to go to wijk kast.

Now question is , can the grid operator kpn fix it today or tomorrow or that must be Monday?

Ishana van Odido
Rank
Reputatie 5
Badge +3

Hi @Maaz, I completely understand your reaction! I would have preferred to see it differently and this is something we want to take with us internally. It's not nice to have to wait that long, we can learn from this. We have done absolutely everything in my power to speed it up, and this is the outcome. Of course I understand that you would rather have it solved yesterday than today, but this is simply not an option.
I absolutely understand your wish, but we have now really chosen the fastest way. Know that we will immediately take your example internally, because this is not what we want. For now I sincerely thank you for all your patience and I wish you a nice day anyway! 😊

M

Thanks Cheyenne

Day 8 of no internet.

Looks like the network operator didn't had time yesterday and today. Another weekend without internet. 

Wijkkast is the key to fixing. 5 minutes job to fix a cable there.

Cheyenne van Odido
Rank
Reputatie 7
Badge +5

Hi @Maaz, thanks for keeping this topic up to date. Please know that the grid operator will contact you as soon as possible. To help you out, I've asked the technical department you push this case as far as they can, so you will be contacted ASAP!

Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/internet-en-tv-489
M

Day 7: 

Problem not fixed. T Mobile to send someone to fix it in Wijkkast which should have been done on Day1 as this is the same problem happening to many others. 

Waiting for the final fix. Lets hope they fix it tomorrow. 

M

The technian from Guidion came here today, when he saw RED Los he said that this is a problem from outside. Most probably in Wijkkast where someone unplugged our internet cable and forgot to plug is back. He told me that he can fix it in Wijkkast but he is not allowed by Open Dutch Fiber or KPN who manages Wijk kast. He also said it is a waste of time for everybody and should take 5 minutes to fix rather than several weeks.

 

I would request T Mobile to send someone to the WijkKast and fix it there, hopefully it will not take long.

I read many others have the same problem that was traced to Wijkkast.

M

Hi Cheyenne

 

Thanks alot. Guidion just contacted and i made an appointment for tomorrow. I will keep this thread updated until T mobile internet is back to its glory.

Cheyenne van Odido
Rank
Reputatie 7
Badge +5

Hi @Maaz, thank you for keeping this topic up to date. I am sorry for the silence! I can see that our technical department was busy with an investigation. Today they made the decision to send a specific technician to your home to fix the issue. Guidion will contact you today to make an appointment. There is a possibility that Guidion will need to send the gris operator, but with the connection you have, Guidion will always need to come by first. Will you keep this topic up to date? When the line is restored, I will make sure that the costs of the subscription we be compensated!

Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/internet-en-tv-489
M

Day 6: no internet. Nobody contacted from T mobile or Guidion. Helpless situation. 

M

Does anybody else have this issue in Amsterdam zuidoost or venserpolder?

M

Any clue by anybody?

M

Day 5 of No internet:

  • Problem still persists
  • No one contacted from T Mobile and Guidion installers to solve the problem, even lodged complaint 5 days ago
  • Still waiting for voucher  for free internet

 

M

If i order one myself, will i be reimbursed for it? I see in the forum that many people were reimbursed in the next month invoice

eric
Rank
Reputatie 7
Badge +14

Hi @Maaz , the solution only works when you have a werking  t-mobile,  Tele2 or Ben sim. Once you have one, a moderator can help you. They can not send simcards out.

Welkom bij de klant-helpt-klant Community van Odido.
M

Can you please also send me a voucher for unlimited internet? Just to calm the kids who asked ne a 100 times since Friday about when the internet be fixed...

M

I dont have t mobile sim. The sim cost 10 euro as well which in principle should be deducted from my next invoice. Then i can order a t mobile sim

eric
Rank
Reputatie 7
Badge +14

When you have a t-mobile,  Ben or Tele2 mobile subscription,  a Moderator can give you a voucher for 7 days real unlimited mobile data. So with a wifi hotspot on your phone, you can have data on all needed devices.

Welkom bij de klant-helpt-klant Community van Odido.

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