Hi there,
we recently moved to a new address and took Odido internet with us. The technician from Guidion came, installed the black box but we didn’t have the old modem with us, so had to fetch it from the old apartment. I connected the modem next day but just like in a topic - internet doesn’t work, the globe icon is red. Resetting both devices didn’t help.
You can connect to the WIFI but there is no internet.
I would appreciate you looking into this quite quickly, as we are without the internet for now.
Best regards,
Krzysztof
Hello @Krzysztof997
Which lights are on or blinking on the black box? Fill in all the privé fields in your Odido account so a moderator can check this for you.
If you have a Odido or Ben (prepaid) simcard, I can send you a voucher for 7 days unlimited data if you want.
Hello @Krzysztof997
Which lights are on or blinking on the black box? Fill in all the privé fields in your Odido account so a moderator can check this for you.
If you have a Odido or Ben (prepaid) simcard, I can send you a voucher for 7 days unlimited data if you want.
Hi @Waqqas
On the black box the power light is on and the connection light is blinking.
I have filled my prive fields in account tab as well. (Not sure about Track&Trace number tho)
I already have unlimited data on my mobile Odido subscription so the voucher is not needed but thank you.
Looking forward to your response.
@Krzysztof997
Maybe Guidion couldn't finish the installation because there was no router so the technician did not activate the black box.
@Krzysztof997
Maybe Guidion couldn't finish the installation because there was no router so the technician did not activate the black box.
He said that everything is connected and turned on, so after we get a modem and connect the cable to the blue port internet will work.
@Krzysztof997
Maybe Guidion couldn't finish the installation because there was no router so the technician did not activate the black box.
Tried to disconnect/reconnect game today and right now the black box alarm light is on after I played with modem and the box itself.
@Krzysztof997
Hmm, a technician might need to come again as there is no signal.
@Krzysztof997
Hmm, a technician might need to come again as there is no signal.
Can we arrange a technician to come asap then? That would be highly appreciated - as we are still without the wifi.
Hi @Krzysztof997, I am sorry to read this! Please know I am here for you. Could you first please check the details in your Community profile? The last four digits of your bankaccount don't match, so I can't check your account. Thanks in advance!
Hi @Krzysztof997, I am sorry to read this! Please know I am here for you. Could you first please check the details in your Community profile? The last four digits of your bankaccount don't match, so I can't check your account. Thanks in advance!
Hi @Cheyenne van Odido,
I updated the IBAN. Could you please check it now?
Hi @Krzysztof997, thanks! I can see right away that there is no signal on the line. I am sorry! I informed our backoffice right away and they will discuss and fix this with the KPN gridoperator. From tomorrow on we will work on this, thank you so much for your patience!
Hi @Krzysztof997, thanks! I can see right away that there is no signal on the line. I am sorry! I informed our backoffice right away and they will discuss and fix this with the KPN gridoperator. From tomorrow on we will work on this, thank you so much for your patience!
Hi @Cheyenne van Odido
any update on this?
Hi guys,
Hi @Krzysztof997, thanks! I can see right away that there is no signal on the line. I am sorry! I informed our backoffice right away and they will discuss and fix this with the KPN gridoperator. From tomorrow on we will work on this, thank you so much for your patience!
Hi guys,
Again, any update on this?
It has been almost 2 weeks, we have been calling almost everyday and no one gives us actual answers. We were told that someone will call us to schedule an appointment but we didn’t receive any calls. It is getting ridiculous and frustrating already. I hope that you won’t charge us for the internet for this period - this is least that you can do. I hope that someone picks this again and resolve it quickly, as I am really angry about how this case is getting handled.
Best regards,
Krzysztof
Hi @Krzysztof997, I am sorry! I wanted to check right away how I can help, but I can see that you have an appointment for today. Could you please keep me updated? Of course you don't have to pay for this offline period. Once you are online, let me know. I will then credit this period for you!
Hi @Krzysztof997, I am sorry! I wanted to check right away how I can help, but I can see that you have an appointment for today. Could you please keep me updated? Of course you don't have to pay for this offline period. Once you are online, let me know. I will then credit this period for you!
Hi @Cheyenne van Odido,
Today after the technician’s visit the internet is finally working. It took some time, but overall thanks for the help. If you could credit the period from the first installation till today I would be really grateful. If there are any questions please let me know.
Best regards,
Krzysztof
Hey @Krzysztof997, great to hear that you are finally online! Is it true that you had no internet from 23-04 to 29-04? If so, I will take care of the refund. Will you let me know? Thanks in advance.
