Connect? More like Home-Disconnect

<p>I have attempted to resolve my issues by means of NUMEROUS complaints to Home-Connect directly with no resolution whatosever, so here goes...</p> <p> </p> <p>I have had difficulty with Home-Connect from the get-go. I had IMMENSE difficulty signing up for their service online, with several emails informing me that they were "working on resolving the issue" being sent to me. I was eventually caontacted by someone from their offices, who prioritsed the process. Getting from "I want this service" to actually getting some form of application took about two weeks. In hindsight, I should have taken this as a bad omen.</p> <p> </p> <p>I eventually received a router and internet connectivity, but only at approximately 3,5 - 4mbsp, which is not great if one considers that I signed up for a 50mbps connection. I logged a complaint ticket with them on 14/04/2017 (Good Friday), but only received a call from them on the 19th, the following Wednesday. I would take the public holidays into consideration, but no, you could have phoned or sent an email to me on the Tuesday, so no understanding there. I was told to essentially "turn it off and on again". Apparently a complaint was logged with Frogfoot (the applicable fibre internet infrastructure people apparently, I dont really know), but as I have not received any feedback in that regard, I call BS.</p> <p> </p> <p>No resolution was received, so I logged a second complaint. After several exchanges, I was sent a new router. Although bigger and meaner looking than the previous one, it made no difference whatsoever. I did, however, give it the benefit of the doubt and tried it for a week or so. No change.<br /><br />At this point I must note that since FINALLY getting the service and the logging of my second complaint I received not one, but THREE invoice emails, despite my complaint receiving very little attention and next to no correspondence whatsoever. Schmuck that I am, I actually paid the invoices dilligently, despite receiving less that one tenth of the service that I was subsribed to. Again, benefit of the doubt given to no avail.</p> <p> </p> <p>From here my experience has detriorated from poor to a state that cannot be described using acceptable written language. A third and a fourth complaint ticket was logged. I undertook several calls with technicians that seemed to either not care about the problem enough to ever get back to me or did not know what was wrong, but did not want to admit it. I was promised a replacement router (which would be the third one) but to date, nothing. I have sent email after email. I made numerous general queries to other departments in Home-Connect. I have called and spoken to most of their employees at this stage. NO SUCCESS WHATSOEVER. What almost ticks me off the most is that the people dealing with my complain over the phone either cannot or will not remember that I am in CAPE TOWN and not in JOHANNESBURG.</p> <p> </p> <p>In the meantime, the connection had become so unstable that I had to switch back to the first router just to get the ****py 3,5mbps service back (I asked for info on how I could return it to them, but received nothing). I essentially had a choice of the superfast 50mbps service that I was paying for, for about 20 seconds at a time with the new router, after which it would simply disconnect and do it all again from the start, or have the 3.5mbps connection plodding along like a flea bitten and malnourished donkey, with the first, little one. Oh and yes, all of this was accompanied with several calls to the callcentre from myself and, when my blood pressure had increasedto such a point where a mere cut could wash barnacles off a boat, my partner, who was herself baying for ****** ******.</p> <p> </p> <p>I opted for the slow connection, at least it was working consitently. But alas, after two days, this router stopped working altogether. Again, another complaint, again, no feedback. At this stage I actually asked for WRITTEN response. My partner called as well and after a day or so, I received a phonecall (after explicitly asking for written responses). I AGAIN told them what the issue is and requested a written confirmation of the discussion, to which the guy on the phone agreed enthusiaticly. Again, nothing. I was told that there was an issue, but that they were working on it. </p> <p> </p> <p>It has been a week since this discussion and I'm going to call BS on this as well. I have a connection that is so unstable, it does not even stay up long enough for me to connect my phone. I was without internet for an entire week last week and I had to do some improvised MacGuyver **** over the weekend just to regain the unstable connection that I once had with the second router. Have I received any feedback?</p> <p> </p> <p>Ahem, no.</p> <p> </p> <p>The worst of this is the "we'll get back to you" that I keep on hearing to no avail. No communication of substance has been received from Home-Connect at all. In the meantime, I've had to use cell data for my internet needs (we all know how much that costs). I have begged, I have tried to be nice. I have tried to be mean. I have tried to give them the benefit of the doubt. Nada. Niks. Nothing. </p> <p> </p> <p>The one star rating makes me feel like a dirty **** at present, as I feel that it is still too much. If others have had better service from Home-Connect, good on you. But from my personal experience, I have received sweet F-all in the line of internet service or issue resolution. If this review / rant / complaint prompts them into action, yaaaaay. If not, this has been my experience.</p>