Connectivity Issues Not Taken Seriously and Being Ignored

We have been having an ongoing issue with our fiber connection since late May.

We first called on June 10th about the issues we are experiencing and were told that they will check on it on their side and that they will contact us to let us know whether the cause of the problem was on their side or on the line provider's side.

We didn't hear back from them so we called them on the 15th of June. And after the whole day of speaking between different support agents, we were given an email for the manager to whom we sent screenshots of the poor connections we were experiencing. He said he will be logging a ticket with Evotel to have them look in to the problem and they will get back to us, which they never did.

Two days later, June 17th, we emailed the manager again asking how long it would take for the issue to be resolved because we are working from home and the connectivity issues are causing problems for us and we are losing clients. Yet again, he insisted that they were currently checking on our line. The next day June 18th, we yet again emailed for feedback on the progress and he said that Evotel provisioned the line and that we needed to reboot the router. We did so but the problem still existed.

We experienced the connectivity problems off and on but it just got progressively worse.

On July 19th we emailed saying that the problem has not been truly resolved, with no response. We then called Home-Connect again. I was put through to an agent who had me doing Speedtests and a test via the Command Prompt. When I read the results to her she asked me to take a screenshot of the results which I did - she said she needed to "analyze" it and would call me back.

Three hours later and with more screenshots of Speedtests emailed to her, I had no response. I emailed her again asking for feedback and only then did she call me. She said that I would need to send a better screenshot as she wasn't able to see the first one of the Command Prompt test that had I sent her in the first place. She said it is a latency issue. Why did she not email me asking to send a clearer image when she had received it three hours before...? I told her that I will send a better screenshot and she said she will call me back.

I waited half an hour for her to call back and didn't hear from her. I called in again and asked to speak to her and was told that she had logged off for the day. Why promise me a callback if you were knocking off? The lady who answered asked me if I would like to be put through to an available agent - to which I said yes. I was on hold for 12 minutes! I hung up and called back, again.

This time the support agent - I didn't get his name as the connection was bad, I assume he was working from home. He said he will login to my router and update something. He asked me to reboot the router and that he will call back in an hour to check if the issue was resolved. I asked him to "please do so - don't log off for the day like the other lady", he promised to call back. He didn't and the issue is still not resolved.

We are tired of this not getting the attention it should and request that a technician be sent out to the property to test the line and resolve this ongoing issue. We are working from home and paying for a connection that should be working for us and it's not.