Complete lack of customer care

Almost a year later, and I am once again dealing with Home Connect’s unacceptable service and complete lack of customer care.

Their fibre lines were damaged, affecting only my home in the estate, yet getting assistance has felt impossible. We are expected to log tickets, endlessly follow up, escalate matters repeatedly, and then simply hope someone decides to assist.

After waiting four days for a technician to attend to the issue, the WiFi worked for just ONE day before failing again. A second ticket was logged, only for me to be told they are “within SLA” and that I need to wait.

What was even more frustrating was being told there was “no need to follow up” because their SLA is measured in working hours — completely disregarding the fact that customers are left without connectivity for days.

I waited over 10 minutes to speak to a manager, only to be promised a callback that never came. More than 24 hours later, I am still waiting.

My home runs on WiFi. My child studies online and relies on internet access daily, yet the dismissive attitude and lack of urgency from Home Connect has been deeply disappointing.

Technical faults can happen. Indifference, poor communication, and a complete lack of accountability should not.