10 Days and counting...

Its now been 10 days and STILL my problem of a router wifi signal disappearing and re-appearing is not resolved. I am now at a point where I feel I need to escalate the matter and cancel my loyal subscription of 4 years.

Points of concern: 1. Your response time to tickets are concerning and call backs if and when they occur are at irregular hours (90% of the time you do not call back) 2. Your Whattsapp service is simply not efficient and not working. I’ve even posted my ticket number several times, only to get your standard automated response or promises of call backs which do not happen. 3. You only have one contact number with NO OPTIONS apart from listening to an automated response advising you to use the Whattsapp service. Only after I was contacted by your Technical Department from the same number did I realise that instead of talking to the call centre person…I should have simply asked to be patched through to the technical section. 4. It continiously falls on me the customer to contact you and pleed for assistance. 5. I sent an escalation mail to your escalation department. To date I have not even received an automated response. Why then have an escalation process???

Long story short, my wifi signal is disconnecting several times per hour. After speaking to the call centre on many occasions and going through the standard questionnaire I was told that I either need a new router or that I should swap it out with another spare unit to check if the problem persist. This was unacceptable to me and I insisted that a technical person should call me back to perform a diagnostic check via your diagnostic app. This was Monday 30 May 2022 almost 7 days after logging the initial ticket! That night a technical person called me at 7PM. I was advised by him that I did not have to use the diagnostic app as he was monitoring my signal and could clearly see that it was very unstable and did not require any further trouble shooting. He promptly logged a ticket with Vumatel to sort out their infrastructure.

The following morning 10:15 of 31 May 2022 Vumatel sent me an sms stating “Good day, Vumatel has been unable to resolve ticket 762420 in the field and requires access to your property to investigate the issue further. The maintenance team will contact you shortly to schedule an appointment with you.” Nobody called me back and once again I had to contact Home-Connect as you cannot speak directly to Vumatel. Surely you ticket system should have a flag of somesort if action is not taken within a certain time period.

I was eventually called back by Vumatel on 2 June 2022 after chasing up the matter again with Home-Connect. They came to my premises the same day, performed all their tests and found nothing wrong. Whilst they were there I called Home-Connect to speak to one of their technicians but they were all busy. I was told that someone would call me back...and yes they never did.

As I am typing this review, I was called by Home-Connect for the first time. I explained my problem again. I was told that after obtaining permission, a new router will be sent to me to swop out. If the problem persist, a technician will then contact me to perform test. This was 2 hours ago and I was told to expect a call back in 1 hour.

To add fire to the fuel, I attempted to cancel my subscription giving 1 month notice BUT because I did so on the 2nd of the month I must now wait till 1 August. Hence, now having to pay a further 2 months for a service which is not there???

I believe I’ve been more than patient enough.

I always recommended Home-Connect to others when it came to the quality of my Fibre BUT after this experience I will no longer be able to.

It is truely a sad state of affairs.