Odido Reviews 19,165

I had home internet subscription, never got router connected because company that does that on behalf of Odido never got notified about it, so I never got a service. Months later I got invoice for past 6 month payment and customer support advisor granted credit.(It was around 3 months ago). She mentioned that if I get an invoice, I simply need to contact them again and I will not need to pay, because my contract only gets valid once router connection is established which never happened.Had idea all was solved when I cancelled my contract.

Wrong. I got invoice, gave a call and customer support agent told me that I must pay and that apparently I had another outstanding invoice. I explained to him what happened and he told me that previous conversation did not mention any of it. I was told that if I don't pay, I can get charge fees applied so I just paid, but will give a call to request refund because at this point I am very dissatisfied for yet another incident.

When I had to return router, I had to use their code provided on email by service desk of DHL. I followed timeline, but their provided code wasn't valid. To make a return, service desk created a new code and gave me a receipt. Now I got email that I will be charge for not returning equipment when it was sent back almost 2 months ago. Seems like they don't even check serial number on equipment that is on their database because it would lead to a specific customer number. Luckily I have return code that was arranged during return.

I have a feeling that it's full time job for me- constant need to contact them to resolve anything. I get it, it can happen sometimes but not every single time. The structure in this organisation is so broken, everyone communicates different things, highly misinforms their clients.

No clear order what so ever. It's not acceptable. I have never in my life experienced support worse than this. And I feel sorry for people that works for this company, because if I was employee and had to deal with so many complaints, it would be leading straight to burnout.

I get headache just from thinking about having to make a call. Again. It's exhausting, draining. I tend to avoid escalations, but it's inevitable at this point.

Also cancelled after the hack and received an invoice for the next two months after the cancellation period.

Asked them to merge the bills at the end of the contract instead they applied me to preventel...

Stay away from these people.

Cancelled the sub after the hack, returned the device. A month later I received an invoice for the next two months after the cancellation period.

There is no way to contact via email and the chatbot on the website is really dumb. The only option left is to call them to correct their mistake. What a stupid, stupid company.

Do yourself a favor and stay away. Their service is bad, internet is really shitty. I did not get the promised speed and internet was really unstable. Compared to Odido, Ziggo feels like next gen.

Stay away! Your personal data is Not safe and their ridiculous attempt to put a patch on the lack of communication is a pathetic show that ends with no compensation for the paying customers that had trusted them but whose personal ended up exposed to criminals. They are a truly appalling company.

HORRIBLE COMPANY WITH THE SAME HORRIBLE SERVICE

They will leak your data and hold your subscription hostage. They automatically renovated my contract for two years in the process of canceling the account. unbelievable. And the only way to contact them is by calling

Very disappointing experience with Odido.

Over the past months I experienced multiple billing issues, disputed charges and extremely frustrating customer service. A third-party subscription (“NBA PASS”) was charged to my account without my clear consent, and I had to investigate and resolve the issue myself through Payinfo and the external provider in order to get a refund.

In addition, I had ongoing problems with a data-only SIM subscription that was changed and billed incorrectly, resulting in repeated disputes and stress.

The most disappointing part is the handling of my emigration case. I permanently moved to the United Kingdom and provided official deregistration documents from my municipality in the Netherlands. Despite this, Odido still insists on charging high early termination fees for mobile subscriptions.

Customer service repeatedly sent template responses and showed very little willingness to find a fair solution despite the long history of billing problems on my account.

I understand contracts have terms, but the overall handling of this situation has been exhausting, inflexible and far from customer-friendly.

I cannot recommend Odido based on my experience.

UPDATE! :
Yesterday my family and I decided to test a solution I had used before during my work as an interpreter and consular agent.

We managed to get through and spoke to a lovely person named Thalia who managed to help me solve the issue.

Unfortunately for me this isn't enough to change my review, considering I still needed to get help from outside and would still be having this issue if we hadn't gotten creative ourselves. I also couldn't solve everything because a third person had to be involved and in their best effort to help, kept mentioning solutions, and I ended up forgetting to cite the contact forms and their numbers to prove I had tried to solve it before. Because not only did I need the cancel, I payed for a line that wasn't receiving or making calls/ texts.

Note that I've worked in customer service, also as a zendesk employee and have had to answer client complaints and perfectly understand they have to stay within "het beleid". Suggestion hereby would be to communicate to the higher ups that, a company that works with technology, should incorporate more viable solutions and give options for clients who have had to go abroad. Encrypted emails, Zoom or Google meet calls, Client verification through another system, and we could keep going. Insisting things can only be solved by calling by phone is a pretty big barrier for some people.
Here are the "kenmerken" or client forms I filled in online in an attempt to solve my problem:
Kenmerk: 81653981
Kenmerk: 81287678
Kenmerk: 81906153

I never even received a reply for the third one, likely because the employees thought I was a spambot or they got tired of asking me to call them. But here's just proof from my end that I really did try to explain and solve my problem.

No complaints towards the customer service, I understand they do what they can and do their jobs according to the company rules/beleid.

In the end, it seems everything is solved now.

ORIGINAL SITUATION:

Lived in the Netherlands for 5 years, moved to Brazil to take care of my elderly mum. During my time in NL, zero issues with the phone, internet, everything worked just fine.

My problem however is with customer service. I've been paying for my mother's line for 6 months, despite trying to cancel it for about the same amount of time. I've filled in countless contact forms, to the point I just get ignored now. Asked my brother who still lives there, to help me out to try to cancel it. Literally all of them say the same thing: Ya, we can't help you, you have to call customer service. Explained I never manage to reach them, the call isn't forwarded. Sure, they don't care, it doesn't affect them that I'm having a problem. Because everything is policy, unless its their personal problem.

Anyway...I did try to call customer service countless times, unfortunately the line never connects. Tried explaining this multiple times, apparently it's still my loss, and I have to figure it out on my own. And if I don't pay, then I get fined and even more problems.

Basically guys, the service and connection was fine, but cancel your lines before you leave the country, because you will definitely not be helped if you're abroad. Their customer service only works on their own terms.

Terrible cancelling experience, with invoices being sent months after cancelling contract, despite cancelling in advance of departure. Not to mention the terrible handling of customer data through the data breach

An absolute joke of a company. I hope they go bankrupt soon

First of all, there was the data breach for which they neither have apollogised to their clients and neither let them cancel their subscriptions. Odido took zero accountability for this.

Furthermore, they keep silently increasing old subscription prices. For example, my Internet bill used to be 42 euros in 2024, then 44 euros in early 2025, then 45 and in early 2026 I received direct debit requests for 52 euros!! Completely unanounced as well

The most annoying part though was trying to cancel the Internet subscription I had for 3+ years after having moved out of my old place. I first went in store in January to ask for cancellation and was told "it's not possible to cancel in store, there's no access for that", whatever that means. Ok, then I call them and ask for the cancellation and then get another direct debit for January. I pay it, thinking it's just the last payment. It was not. Then I got another one for February, then March and then April. I called again in April to ask what is going on, then the employee on the phone kept changing the topic, trying to offer me a better deal on my mobile subscription "as an apology". Well, while in the call, I realized that on the new subscription confirmation email the employee made a new contract for TWO YEARS, without disclosing that in the call, which I immediately asked him to withdraw. And even then, on the phone "it was not possible to cancel my internet subscription" and had to send more details via email. Then, via email, they asked me for proof of relocation - either rental/purchase contracts or proof from the municipality. My subscription was not locked in for this time period, so why is it even relevant to them to see that?! It seems to me that they are trying to make this process as frustrating and deceiving as possible to keep sending customers direct debits

After the end of my contract, I returned my phone in accordance with the recycle deal. Despite this return, I received an incorrect invoice, implying that the phone was not received. From my own investigation, it appears that the phone was already received on March 10.

I consider this course of events to be outright fraudulent, which I do not accept. They are simply trying to scam you, because if you cannot provide your proof of shipment (track & trace), you are forced to pay. This results in a double profit for Odido: they have your phone and the remaining amount you are expected to pay.

Ever since Odido took over from T-Mobile and did their whole rebrand, everything has gone downhill. The service is honestly terrible now both the network and customer support have been a complete mess. Coverage and data quality have gotten worse, and on top of that, there have been data leakage issues that they barely seem to address properly.

Customer service is even more frustrating. Every time I reach out, it feels like the staff don’t really know what they’re doing or can’t actually help solve anything. You just get passed around or given vague answers with no real resolution.

It got so bad that I ended up terminating my contract early, even though it meant paying an extra fee. That’s how fed up I was. Definitely not worth it anymore.

Both App and Website are god awful, you can't do anything from your phone

Their service is really bad. Leaking client data to the world is one, but the information and service afterwards was really bad. They dont inform you properly, keep you waiting for months and just simply refer to their policies. This is a very non client orientated business! We are going to another provider.

Oofff this has been one problem after another with them the last few months. Klik & Klaar’s service is terrible. I switch to dsl, it doesn’t work. Have to schedule multiple appointments to get it fixed, the service keeps dropping due to the setup, it would be a 250 fee to get it resolved. I wish I could end my contract now but I’m past the 2 week mark so I would have to pay the entire 2 year contract they said. I would go back to Ziggo in a heartbeat if I could.

-Website/phone app poorly working;
-Not transparent enough about their pricing;
-Two mistakes from their side last year about my phone subscription upgrade;
-Recent cyberattack with leaks;
-I cannot find any information about my internet subscription on the website or phone app.

I moved to the Netherlands in July 2025 after living in several other European countries, and signing a contract with Odido in August 2025 has unfortunately been one of my worst administrative experiences so far.

Since the beginning, I’ve faced repeated issues: incorrect billing, unreliable roaming (often no internet abroad), and frequent signal problems. Despite consistently paying my monthly bill of €29, new problems kept appearing.

The latest issue is particularly frustrating. I was supposed to pay an additional €2.50 per month via direct debit, which apparently failed starting in November 2025. However, I was never informed of this. Only in April 2026 did I suddenly receive two bills totaling €47—with no invoices, no breakdown, and no explanation of how this amount was calculated.

The lack of transparency and communication is unacceptable. Customers should not be left in the dark for months and then confronted with unclear charges.

To make matters worse, there has also been a recent data breach, raising concerns about the safety of personal information.

Overall, this has turned into a very stressful and time-consuming experience. I am now looking forward to the end of my contract and would strongly advise others to stay away from this provider.

I really can't believe how scandalose this company is. I've made a contract for home internet in November 2025. At today 8 April 2026 I still have no internet, no one came to install the cables they just give appointment that they never full fill, they don't show up,they find an excuse (it is the fault of the partner company) , they give another appointment and still not showing up. This is happening from the past 5 and half months. Calling the customer service isn't helpful at all they just blame someone else and yet they do not manage to provide any service. After all this people is the same that gave the log in password to hackers and got all our datas stolen and published on the dark web (already makes me think with what kind of incompetents we are dealing). After almost 6 months I can't be able to have internet connection at home, I had ADSL and they said they don't work anymore with ADSL but at the same time they can't connect my fiber even though everyone else on the building has it. What a bunch of incompetents works in this company ?
I would expect this kind of situation in an undeveloped country and not in the Netherlands but well seems like ODIDO is not a developed company. One star is a compliment btw.
Update:
I tried to make a contract for ODIDO click and klar. I got the router and wasn't working. Spend 1 day calling the customer service until they said that the router maybe was faulty and they send me a new router. The second router also doesn't work. The customer service then convinced me to do the fiber glass subscription again promessing that they would have set it up fast this time and that I would have had a free tablet with the new subscription.
They sent me the documents for the new contract and there is no mention of the tablet. I call customer service again and they tell me that there is no more tablets available. Scandalose scammers.In 2026 waiting 6 months for internet, what a company. I see that they reacted to this complaint telling me to contact them, I've been calling them for days and they are just unable to solve any problem. The only thing they are good at is to get my data on the dark web.

Scammers, they are really good they give you bad WiFi router and then you keep till you are in a contract, then they show they care they even change the router, and you get a call from outside Netherlands. Near the end contract send you extender as free after 3 months and you renew the contract you got extra 2.5 euro monthly if you call they will tell you it's the extender ... Etc they have always a solution that go few weeks

I rarely leave reviews, but this cancellation/contract transfer mess with Odido has been beyond absurd.

I had to leave the EU on very short notice and tried to handle my home internet contract responsibly by transferring it to my housemate who's still living at the address. What should have been a basic admin process turned into weeks of dead ends, repeated explanations, and copy-paste responses that solved nothing.

I first contacted Odido in early March and was told to call customer service. That was already a problem, because I had explained I was no longer in the EU and did not have access to my Dutch SIM. Calling was not an option. I explicitly asked for this to be handled by email.

After another ticket, I finally got a response with steps for contract migration. I completed my part and got the housemate to complete his, then forwarded to Odido. From there, everything stalled. No update, no confirmation, no clear status, no proactive communication from Odido. Just silence.

After weeks chasing Odido, I sent TWO reminders and made it clear I needed action. The response? “Do not directly contact service at odido.com, please call customer service.” Again. Same useless loop, same refusal to engage with the fact that calling was impossible in my situation.

To make things worse, I also tried using the contract transfer page online, and it failed with an error when trying to send the verification code to the new number, "Er is een fout opgetreden bij het ophalen van de gegevens. Probeer het later opnieuw." Different browser, incognito, VPN, same result. Then I checked the contact form hoping to just upload the needed documents manually, but there was no way to do that either. So the online route was broken, the email route was ignored, and the only answer kept being “call us.”

That is not customer service. That is just trapping people in a process that does not work unless their exact circumstances fit your script. Your operators are not qualified to think outside of very defined logic tree.

What makes this especially frustrating is that I was not asking for anything unusual or complicated. I was trying to close or transfer an internet contract in a normal, documented way. Instead, it became a drain on my time and energy for weeks, while I was dealing with an international move and trying to sort things out from abroad.

If your systems fail, your forms fail, your chatbot is useless, and your staff keep repeating instructions that are impossible for the customer to follow, then the issue is not the customer. It is your process.
I would strongly advise anyone considering Odido internet to think twice, especially if you expect any situation that falls even slightly outside the standard script. Once something goes wrong, you may find yourself stuck in an endless loop of broken forms and canned responses.