Decent Internet, Frustrating Customer Experience

I’ve been a Home-Connect customer for over a year and, to be fair, I’ve generally had no major issues with their connectivity. However, there are several reasons behind my 1-star review: • Reviews may be misleading: Please be cautious of Home-Connect’s unusually high review ratings. From the start of my contract, I was pressured to leave a review very early on — something I declined, as I prefer to form a view after some experience. Many of the positive ratings on HelloPeter likely come from new customers asked to review before they’ve had time to encounter any real issues. In my opinion, this creates an unbalanced picture. Home-Connect seem to have found a bit of a “back-door” way to boost their ratings. • Difficult cancellation process: Cancelling with Home-Connect is unnecessarily complicated, a concern echoed across lower-rated HelloPeter reviews. When I requested cancellation (as my partner and I were moving in together, and we both already had Home-Connect subscriptions), the retentions team required me to essentially “market” the service to the next tenant in order to avoid losing the active line — while also charging me a cancellation installation fee. I agreed and reversed the cancellation. Later, without any communication, I was charged the ongoing subscription fee only to find out that the potential tenant had changed their mind. When I tried again to cancel, the process dragged on into the next month (meaning another subscription fee) and I was billed yet another cancellation fee, without any reversal of the first one.

Conclusion: Be cautious of Home-Connect’s questionable business practices. In my experience, they do not act with the customer’s best interests in mind, and unfortunately, they’ve lost a customer who once recommended them highly.

Finally, don’t take the HelloPeter rating at face value — dig deeper into the lower-rated reviews before making a decision.