1 reviews | Active since Aug 2014
Charged Activation Costs after being told I would not
<p>After writing Home Connect an awesome review for being extremely helpful during their installation issues, I have now been given a huge blow as their customer service team had provided me with false information that led me to sign up with Home Connect in the first place.</p> <p> </p> <p>I had signed with Greencom as per the Metrofibre lock for the first 3 months of Fibre. I was told by Vusi that because my line was already activated with a previous ISP, I will not be charged the R548 activation fee (that is stipulated on the advert) if I move over to Home Connect as it is just an ISP change and not a reactivation.</p> <p> </p> <p>Lo and Behold, my first invoice comes in with a R548 charge for activation services. I got hold of Vusi, who could not recall the conversation and apologised but said that theres nothing he can do about it.</p> <p> </p> <p>I understand activation costs do come with ISP changeovers (which I am happy to pay unless told I don't need to) and my biggest issue with Home Connect is the false information that made me move providers.. I had to pay a R640 fee for Greencom activation, and now a further R548 for HomeConnect 3 months later, </p> <p>I am disappointed that there are still companies that provide false information to get you to sign with them.</p>
Hi there
Thank you for bringing this to our attention.
To confirm Home-Connect offers two different types of packages on the MetroFibre Network :
Standard packages where a client pays lower monthly fees and a once off activation fee:
Standard Packages below:
10/10 FibreFunk R 548,00 p/m
25/25 FibreChill R 648,00 p/m
50/50 FibreVibe R 788,00 p/m
100/100 FibreBold R 1 048,00 p/m
Once-Off Connection/ONT install Fee R 548,00 once-off
Or Promo packages :
Where the monthlies are slightly higher and there are no ‘start-up costs’. We introduced this package as we realised many customer’s might not be comfortable with the once-off fee so we introduced a PROMO package
Packages below:
10/10 FibreFunk R 648,00
25/25 FibreChill R 788,00
50/50 FibreVibe R 988,00
100/100 FibreBold R 1 248,00
Once-Off Connection/ONT install Fee ZERO
The above comes with a FREE Phone Line and Free minutes.
The above promo was recently changed to a Bundle package to include 500 FREE minutes and the once off activation/installation fees.
The Once-off Fee on the standard packages is for the MetroFibre ONT Installation or Activation Fee . We have two instances here , a client could already be on the MetroFibre Network with another MetroFibre Reseller or ISP and have an ONT , but to switch from one provider to the next MetroFibre charge this fee to activate a client. In other instances it could be a new Installation ( new ONT required) , MetroFibre will still change us the once-off fee.
So in your instance you signed the Standard package where there is a once off fee of R548.00
We apologise if this had not been communicated to you in advance we do apologise , you can reference our packages on our website.
http://www.home-connect.co.za/metrofibre/
Should you have any further queries please feel free to contact us.
The Home-Connect Team.
Hi there
Thank you for bringing this to our attention.
To confirm Home-Connect offers two different types of packages on the MetroFibre Network :
Standard packages where a client pays lower monthly fees and a once off activation fee:
Standard Packages below:
10/10 FibreFunk R 548,00 p/m
25/25 FibreChill R 648,00 p/m
50/50 FibreVibe R 788,00 p/m
100/100 FibreBold R 1 048,00 p/m
Once-Off Connection/ONT install Fee R 548,00 once-off
Or Promo packages :
Where the monthlies are slightly higher and there are no ‘start-up costs’. We introduced this package as we realised many customer’s might not be comfortable with the once-off fee so we introduced a PROMO package
Packages below:
10/10 FibreFunk R 648,00
25/25 FibreChill R 788,00
50/50 FibreVibe R 988,00
100/100 FibreBold R 1 248,00
Once-Off Connection/ONT install Fee ZERO
The above comes with a FREE Phone Line and Free minutes.
The above promo was recently changed to a Bundle package to include 500 FREE minutes and the once off activation/installation fees.
The Once-off Fee on the standard packages is for the MetroFibre ONT Installation or Activation Fee . We have two instances here , a client could already be on the MetroFibre Network with another MetroFibre Reseller or ISP and have an ONT , but to switch from one provider to the next MetroFibre charge this fee to activate a client. In other instances it could be a new Installation ( new ONT required) , MetroFibre will still change us the once-off fee.
So in your instance you signed the Standard package where there is a once off fee of R548.00
We apologise if this had not been communicated to you in advance we do apologise , you can reference our packages on our website.
http://www.home-connect.co.za/metrofibre/
Should you have any further queries please feel free to contact us.
The Home-Connect Team.
Clearly you do not understand the nature of the complaint.
This was not about misccommunication on the website, I can read and I understand the packages. This was about being told I was not to be charged due to already being activated previously, which was incorrect communication from your team.
My complaint and rating is about the miscommunication from the customer service department and my review remains as is, because an apology does not cancel out the R548 I was told I did not have to pay (and had to). WIll remain with Home-Connect purely due to price and avoiding costs of changing ISP once again, but this is a poor form of treating customers.
Clearly you do not understand the nature of the complaint.
This was not about misccommunication on the website, I can read and I understand the packages. This was about being told I was not to be charged due to already being activated previously, which was incorrect communication from your team.
My complaint and rating is about the miscommunication from the customer service department and my review remains as is, because an apology does not cancel out the R548 I was told I did not have to pay (and had to). WIll remain with Home-Connect purely due to price and avoiding costs of changing ISP once again, but this is a poor form of treating customers.