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Gerhard H

1 reviews | Active since Jul 2011

15 May 2023, 14:43

Bad communication and customer service

I was a very happy Home-Connect customer for many years. However, something changed in their customer service ... I have reported an issue with my fibre download speed (download 50 Mbps; upload 250 Mbps) on 2 May 2023. It is now 15 May 2023 and I'm yet waiting for a solution. Every time I phone or WhatsApp the agent is very friendly (except for Samkelo, who was extremely bad in his/her communicating skills). But everytime they promise to get back to me, that they will escalate the problem, that the problem has been escalated, that they will get back to me ... But of no use! Although their WhatsApp service might be promising, it is managed very badly. For example, if you choose "Cancellation" as one of the options, there is no further reaction. I will probably leave them for a smaller ISP.

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Replies (6)
Home-Connect
Home-Connect's reply15 May 2023, 14:45
Official
Thank you for your feedback, Gerhard. An agent will be in contact shortly to assist further.
GH
Gerhard H's update15 May 2023, 18:56
Reviewer Update
Thank you, someone has contacted me; router will be replaced ASAP. If the issue is resolved, I will reconsider my rating here.
Home-Connect
Home-Connect's reply15 May 2023, 18:59
Official
Thank you for your feedback, Gerhard! 
GH
Gerhard H's update26 May 2023, 10:04
Reviewer Update
Router was replaced, problem not resolved. Then I reported it again, only to be notified that it will be escalated. Then I was called back earlier in the week and told that it will be escalated. And then nothing happens again ... This is now 23 days since I first reported the problem!!!!
Home-Connect
Home-Connect's reply26 May 2023, 10:10
Official
Hi Gerhard, please expect a call from one of our escalation agents.
GH
Gerhard H's update30 May 2023, 15:49
Reviewer Update
Despite a call from the escalation agent, and them visiting me onsite on Friday, the speeds are still dismal. When I contacted them again via WhatsApp yesterday afternoon, I was met with short statements about the escalation team not there anymore, but without offering to pass on a message, ask them to call me back, nothing. And still today the whole day: No attention from Home Connect.