Bad communication, lack of information, unreachable call centre, unwillingness to apply customer service to retain a long-standing paying customer, late activation, unavailability of technical staff on a weekend

I have been a customer for 6 years - 2 on contract and 4 on a month to month basis. I stayed for so long due to migration fees and additional upfront expenses from other ISP's at the time. I moved house end February 2024 and needed to know my options for my fibre as I had been unhappy for a while. I could not reach the ISP toward the end of January and only managed to speak to someone on 03/02. I could not cancel my service at that stage because this can only be done on the 1st, without exception. My options were then to pay for a service at an address I no longer lived at or put in a move request. The new address already had an installation which was not active with any ISP. A new 12 month contract was automatically implemented, activation should have been on 01/03 which was not done, It could not be actioned on Saturday 02/03 as their technical department do not work on a weekend. We work remotely so internet is critical but my activation was 4 days late. No one brought the contract extension to my attention. All attempts to resolve this have been met with "it is in our T&C's", "there is nothing we can do", "our system does not allow that". When I cancel with Home Connect, even having paid them for 6 years, the router has to be returned. Adding insult to injury, I currently pay more than other ISP's charge for the same service and they offer better terms. So for moving house, I am bound to 12 more months with a penalty fee of R1008 to cancel and I have to return the rooter. I can sign up with another ISP on month to month basis, getting a free-to-use rooter with no installation fee and can cancel with them at any time. The cancellation fee with Home Connect is equivalent to a migration fee and I have been told that other ISP's will absorb this cost if you enter into a contract. The ISP I will be moving to does not impose this fee even for month to month. Do not sign up with Home Connect unless you, the paying customer, want to feel abused.