Beantwoord

Since 11-10-2022 no more internet Geen Glasvezel Fibre Issue LOS RED

  • 12 October 2022
  • 40 reacties
  • 475 Bekeken
A
Reputatie 3

Hey anyone else has an issue in the Haarlem area, since yesterday lunch time i have no more internet …  Contacted support, they said they can't do much and send the case to the Engineers…
now I got an email that the response form that engineers will be taking between 1-5 Working days… and i googled a bit and found similar cases where customers were sitting without internet for more than 3 weeks… what can i do to expertise this?

 

Calling the Hotline is a real pain … she does not understand my postcode or what question I have and when i finally get through sometimes the line just gets disconnected and i need to start from the beginning… really frustrating 

 

 

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Beste antwoord door Lisa 12 October 2022, 15:43

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40 reacties

L
Rank
Reputatie 6
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So the ONT seems to see light but cannot connect to the OLT. This is probably caused by a disturbance on the network. This may be caused by another user on the same OLT  that has the wrong hardware connected to their fiber line. I guess  that it can also be occuring when T-mobile did not correctly register the ONT on their side. Let Guidion have a look. They can check registration of the ONT.

Ik ben ook maar een klant die wel eens andere klanten probeert te helpen.
Waqqas
Rank
Reputatie 7
Badge +15

Hello @Andreas Haarlem 

If the LOS light is blinking slow (once a second) than that means that there is no Fiber signal.

Welkom op de Odido community!
A
Reputatie 3

@Lisa @Boris @Jason 

Do we have any update on the progress??

11 Days without internet ….

A
Reputatie 3

Fiber Engineer just called for an appointment they only have a spot “next thursday” lets hope she meant this coming Thursday… 

 

 

Cal van Odido
Rank
Reputatie 7
Badge +4

Hi @Andreas Haarlem,

Great to hear that your connection is restored, it sounds like the engineer handled very adequately!

To recoup you I will make sure that the full last month is refunded. Effectively this means that you will not receive a debit from us this month and soon you will receive an email from me to confirm that we will refund last month’s subscription fee. 

The fiber line looks amazing, feel free to let me know if there is anything else!

Ben je op zoek naar kennisartikelen? Neem dan snel een kijkje in de handige Wiki: https://community.odido.nl/knowledge-base
Boris
Rank
Reputatie 7

Hi @Andreas Haarlem, thanks for your messages. Although I do understand the urgency, please consider our inhouse policies in creating a second account and the bumping of a topic. You can read them here: 

Because of those policies, I've deleted your second account and would like to warn you from refraining of bumping the topics. We do our outmost best to help you out as fast as possible but are not a chat. If you’d like a faster response time, please use our contacts at the callcenter or use our socials.

With that being said, I've checked the status and we're still investigating the matter at hand. We're looking to see what the disturbance in the POP might be, so we are able to fix it due to a mechanic. Whenever this mechanic has been send out, you'll receive a notification to make an appointment. I'm very sorry for the inconvenience.

A
Reputatie 3

@Boris thanks for letting me know, Yes the Guidion technician expained the issue, And since the afternoon it seems there is a signal but its not syncing, 

LED for PON is blinking fast and the RED LOS is now off and still no internet

 

hope it will be fixed soon,

Jason van Odido
Rank
Reputatie 7
Badge +16

Hi @Andreas Haarlem, thanks for understanding! 😊

Regarding the compensation: we'll calculate how much has to be compensated when an end date has been processed. That is: when your connection is back online and the issue has been resolved, we'll compensate the costs of no service. For instance, let's say you've lost two days of service, then your compensation will be monthly due (let's say € 30 for this example) divided by 30 days (one month) times the amount of days no service which is 2. So that would result in the following calculation: 30:30 times 2 which is € 2 euros. 

Once the compensation has been added, you'll receive an email confirming the amount. The compensation will then be deducted on a following invoice.

Ben je op zoek naar kennisartikelen? Neem dan snel een kijkje in de handige Wiki: https://community.odido.nl/knowledge-base
Lisa
Reputatie 7

Hi @Andreas Haarlem, thanks a lot for lettings us know! First of all: I'm really sorry for the inconvenience. I directly took a look into your profile, because I love to help you with this. Like you said, one of my colleagues has already sent a request to our technical department to help you with this. They will do everything that they can to solve this as soon as possible. My advice would be to replace the UTP-cable between the modem and the ONT. If it doens't work, the technical department will find the solution. But it's worth the try! 🤞

Vanaf 21 januari 2023 ben ik niet meer werkzaam als Moderator op de Community. Voor vragen kan je bij één van de huidige Moderators terecht!
A
Reputatie 3

Thanks @louisL ok So from what I can see on my Converter right now I am on Line 2

PON Blinks quickly and LOS is OFF

 

So @Lisa @Boris @Jason  what can I do about the issue that it does not succeed to establish/ setup the signal and never goes to succeed to Line 3?

 

So much to the Fibre engineer I tested it… and the Converter can be seen, how can that be if he reports he is still setting up the connection?

A
Reputatie 3

Yes, I believe that would be a good test, but I will need to wait for an engineer, to test that. which i now already waiting on for more than 24h, just so you understand my predicament, I can't work from home without internet so that adds more complication to get that engineer access to check my home

Cheyenne van Odido
Rank
Reputatie 7
Badge +5

Hi @Najumudeen_NL, thanks for letting me know! I can see that the investigation is still open. I did what I can to speed the process up, hopefully the gridoperator will be fully informed on Monday. For here on out we are doing everything we can. Thank you so much for your patience!

Neem snel een kijkje in onze handige Wiki: https://community.odido.nl/internet-en-tv-489
A
Reputatie 3

*************Day 19 no internet ****************

@Lisa  Just got the Call from the BAM call center to confirm the Appointment… Its Monday and the earliest is Thursday… they must be very busy… 


Anyway, can I send someone the details about my Fiber Converter so we can see if its registered correctly in the network?

Because the last Guideon Engineer first replaced the Fibre Converter 

which Initially showed LOS RED until he registered the (NEW)Fibre Converter which brought it bac to the previous PON fast blinking 

He changed the Fiber Converter back to the old one but this one now stays at LOS RED blinking - no signal even after he registered it with his mobile 

 

 

A
Reputatie 3

Day 3 without internet ….

Question, I am working with FCP in My job so I am familiar with Fibre Technology,  Should I not see some light when checking the fiber cable with my Phones camera?

 

 

 

A
Reputatie 3

Yes I understand that part, but Can I not visual check if this is caused by the short UTP cable or by the incommoding signal?

I can do that on a storage server which has FCP ports..

A
Reputatie 3

Day 5  without internet….

when reading the other posts, I see some of them get answers…some of them get engineers dispatched, which report later that its back working…

  so this tells for me that they have a problem getting their network in order.. they have either to much problems or to less engineers to keep it maintained very frustrating for customers perspective when they hold the monopolies for fibre in my area…

 

Why cant anyone tell me what thos engineers are doing to resolve my problem or am I just still in the waiting queue for getting help??

 

Boris
Rank
Reputatie 7

Hi @Andreas Haarlem, in case of the above-mentioned indication on ONT, we can assume that the incoming signal is not properly working. The technical department is currently working on the issue and making sure we can give you a solution ASAP. Testing would be at your own risk however and I'd advice on waiting on the technical department and their investigation. Thanks! 

A
Reputatie 3

Hey @Cal  Engineer was planned for 8-12 today, I checked the Converter around 8:30 and noticed its back online so I restarted the Router and and Internet was back… Yey

Engineer turned up around 8:55  and I informed him that all is working and that there was never an issue with the equipment here, I assume they changed something on the other end which made it working again

 

Now I hope it stays like that...

so how will I get the refund for the time not working (22days)?

A
Reputatie 3

Great stuff that the Guidon engineers are actually able to come by the next day…

So this morning he came by and confirmed to me that the Infrastructure Engineer is wrong there is nothing wrong with my installation all is in  order, he also checked the fibre OTP cable no issue seen 

He tried a new Fibre bridge  same issue, it starts, then after a couple of minutes PON blinks fast
he changed back to the old Bridge now we are back to Line 4 LOS blinks slowly and PON OFF

he said they are maybe checking something on the other side but thats all with the Network Provider where he can not help.. 

So Suprice Suprise By not touching anything you can not diagnose anything… and with having no contact detaisl from the Infrastructure Engineer you cant even complain about such incompetence…  lucky engineer... I will try when they call again to see if I as customer can do anything without compromising to get a new Engineer hopefully….

He reported all back to the back office now waiting again for Fibre Network engineer to arrange a new Engineer who hopefully understands the issue and does not ignore the LEDs of the Fibre Bridge

 

I really have to say you(T-Mobile) as Customer of that Fibre Network should work on getting a better service from them, this is basically destroying your customer relations where you can't help and waiting for 2 weeks for an engineer is far to long…  I just got the new T-mobile Thehuis bill, which was charged in full ..  I will need to the Help desk again to get the refund … but i will do that after its resolved if its gets at any point resolved…  

Day 16 no internet ...

A
Reputatie 3

Day 8, Guidon Engineer came onsite, checked the cable and tried booth ports with spare fibre ethernet converter still no Signal on the Fibre…

He said he reported that back to T-mobile and now i have to wait 2-3 days for a response because they need to check the other side, which I was hoping they would have done before sending one to my site…

 

 

A
Reputatie 3

Day 13 no internet … checked this morning before going to work ...

LED for PON is blinking fast and Internet globe is red.

now changed again to 

LOS was Red on the fiber converter

 

A

Day 6 without internet…. seems like my old username suddly does not work…

 

A
Reputatie 3

Day 4 without internet….

still no word from you so called engineers… either you have a major infrastructure issue or you just dont care…  what are my cancelation rights here because you fail to deliver service???

 

getting to a person on your hotline is the worst… and then all i hear is we have send the case to the engineers… but how do i speak to those??? how can I update the ticked??? how can i see the status of the ticked without the need to tell your Hotline robot my Post code for 100 times??

 

 

N

Good luck Andreas !! I hope I also get an appointment. 

A
Reputatie 3

Day 7 without internet…

no words from T-Mobile or any Technician…

 

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