Fiber repair: when does your provider help and when does Open Dutch Fiber?

What is the difference between a provider and a network operator?

Many residents are not exactly sure how the tasks are divided. Still, it's useful to know in case of a malfunction.

●       Your provider is the party with which you have a subscription. They provide your internet, TV, and telephony, and help with problems at home, such as WiFi, settings, or the modem.

●       The network operator, such as Open Dutch Fiber, lays the fiber cable and ensures the network in your neighborhood and into your home.

Jeroen explains it clearly: “We take care of the network. The provider does the rest.” He compares it to trains: “We are the ProRail of the fiber network: we lay the tracks. The providers run their services over it.”

Also read the article: What does a network operator like Open Dutch Fiber do? The difference from an internet provider explained

Is the problem at your home, with your provider, or in the network?

Many malfunctions are caused by small things at home: a loose plug, a modem that crashes, or a cable that is accidentally pulled out. “Sometimes someone gets their foot caught on the cable and pulls it out.”

The problem can also lie with the provider Then it involves settings, modem problems, or a malfunction with the services they provide.

Damage can also occur outside. Jeroen says about this: “The cable can be damaged during excavation work in the street or in the garden.”

As soon as the provider sees that the problem is not in the house and is not with them, they call in ODF to investigate the network.

Why you always call your provider first

To quickly find out where a fiber malfunction comes from, the investigation always starts with the provider. They test the connection in the house and immediately see if the problem lies there. Jeroen: “If a resident no longer has services, he must always check this with his provider first. That's where 80 to 90 percent of the problems lie.”

Only if the problem does not lie with the provider do they send a report to Open Dutch Fiber. That way, you are sure that the right team gets to work.

Who repairs the fiber cable?

Repairing a fiber cable is precise work. Therefore, only the network operator is allowed to do that. You cannot hire another company. Jeroen emphasizes this: “No other party may repair our network. So make sure never to start it yourself.”

Luckily, a broken cable does not always need to be replaced. Often, ODF can repair the cable by splicing it again. “Imagine: it is glass. And you can also splice glass. We pick up the cable and splice it together, so the light can pass through again.” As a result, the connection usually works well again quickly.

Also read the article: How is the installation of fiber in the garden? Expert tells

Fiber broken? Here are the costs

In most cases, fiber repair is free for residents. Only if someone has clearly damaged the cable themselves may there be costs. Think of a cable hit by the resident during gardening. “If a resident has damaged the cable themselves, we invoice for that.” This rarely happens in practice.

What to do if your fiber doesn't work?

With a broken fiber cable or when your internet completely fails, you always follow the same steps:

1. Call your provider.

2. Your provider investigates the connection in the house.

3. Do they see that the problem is not in the house? Then they call in Open Dutch Fiber.

4. ODF investigates and repairs the cable or the network.

Jeroen clearly summarizes: “Always first report to your provider. If they don't solve it, we come into play.”

Check the providers on our network

With fiber , you can choose which provider delivers your internet, TV, or telephony. Each provider has its own packages and prices. On our provider page you can see in a few seconds which providers are active at your address. Then you can easily compare and choose a package that suits your usage.