Continuous line issues and intermittent connection coupled with a poor month to month contract

See below, so what we'll do is, I'll continue with your service (poor service at the moment for about 4 months), March 11 2025 I'll resume this process.image.png 51.26 KB

This is Tebogo from VumaTel.

No response after he asked me to contact him via WhatsApp when the issue occurs.

Issue still happening. SAD customer service. image.jpeg 508.7 KB

Link upgraded to 100MB.

Issue still exists.
This is the 8th connection drop I’ve had since the beginning of the day.

No assistance or solution offered.
Will await the March 2025 to proceed with cancellation.

Issue occurred again.
Line down for 5 minutes. Back up as normal.
Will continue updating the platform with all outages experienced.

Issue just occurred again.
Was on a teams call.

So the new router was installed.
Same issues have been happening. I’m currently down again and I figured I was going to have network issues as I’m always working or utilising the network (that’s why I have the service).

I did advise before that the new router will not work as now this is the 4th device (2nd newest) that has been installed.

I’m not at all surprised that this issue I’m experiencing your unable to resolve, you probably don’t believe it’s happening because you aren’t experiencing the issue first hand or impacted by what I’m experiencing.

This is why I made the promise to you regarding March 2025,
My next question is, due to this query ongoing since the day I logged it, I’ll find time in my quiet period to hit up ICASA to go through some agreements relating to the service and what their SLA standards are.

For now continue not making contact with me as this is beyond you to solve.

Spoke to a service manager earlier today “Cleopatra”, Cleo pulled what I had predicted the outcome would be.

So my resolution plan was to continue until Feb and then cancel. Cleo went into sales mode and mentioned to me on a recorded line, that she’ll see what she can do, in order to release me from the deal.

She most probably hit up some techs internally and processed my cancellation and line release for the 1st of December 2024.

I start a new job, on the 2nd of December 2024.

When I tried calling her to clarify what’s happening she passed me to one of her tech agents.

Once I’ve strategised what to do next inclusive of ICASA, as I didn’t submit the cancellation, it was done by home connect without my consent.

I’ll detail everything and proceed with legal action.
This is why I’ve been documenting everything, as I knew there would be a trigger happy manager who is unable to deal with a technical issue and the resolution is to end this relationship.

The wait for 2025 was to avoid any costs upon me.

So for anyone reading this.
Don’t opt for home connect as a service.

Their troubleshooting skills are and resolution are high school level to say the least.

Complaint registered with ICASA: CAS-230212-V9M2C8

Update, ICASA forwarded me a long email from home connect stating that the allegations weren’t true.

7 days later with no internet, ICASA has not responded, I keep them cc’d in the mails, current scenario, Home connect has not released the line which has caused no other service providers to register me to continue using the fibre services.

ICASA should have read through and made sense of this escalation without trying to ping pong in a lazy manner.

This is why service delivery is an issue, because I can tell and prove that the people behind these structures don’t take care of themselves and also don’t have experience with newer technologies.

They default to lazy responses that do not cater to clients without realizing the world is changing and I’m aggressively changing with the world.

This was a simple network troubleshooting that turned into home connect emotionally deciding to end my contract without my confirmation which ICASA seems to stand behind the decision with no proof or listening to the recorded calls that occurred.

People who operate like this should be removed, there are far too many people who can deliver the required service and understand client needs.

Will continue again tomorrow start of business.
Person dealing with the case from ICASA is Lemuho.