1 reviews | Active since Nov 2023
Disappointing customer service
I am extremely disappointed with the service from Home Connect.
My fibre connection went down on Thursday evening without any notice, and it has now been offline for the entire weekend. What makes the situation more concerning is that there has been no communication or updates explaining the issue, despite my area not experiencing a general outage.
I reported the problem on Friday and followed up again on Saturday, but the only responses I received were automated replies. While I understand that tickets need to be logged, an auto-reply does not resolve the issue or provide any reassurance when you are left without internet for days.
According to their stated working hours, support is available over weekends, yet I have received no assistance or feedback during this time. As someone who works from home and also has ongoing training and assignments, a stable internet connection is essential. I have been forced to spend additional money on mobile data just to stay connected, despite already paying for a fibre service.
It is now going into the third day (Sunday), including additional downtime from Thursday night, with no clear timeline for resolution and no mention of reimbur*****t for the service interruption or extra costs incurred.
This level of service is unacceptable. A prolonged outage without communication, support, or accountability reflects very poorly on the company. I am deeply disappointed, as I cannot understand why there has been no meaningful communication or visible effort to resolve the issue.
I am still awaiting the restoration of my connection and appropriate feedback on this issue.
After responding to the email, I received an automated reply stating that it was outside of their support hours.
This morning (Monday), I was contacted again by another support agent who asked the same questions I had already answered in previous emails, including device status and indicator lights, which I had already provided along with images.
It also appears that my ticket was not logged at all prior to this, despite multiple emails and a website submission, as they were apparently waiting to reach me via phone call before proceeding. This is important, as it suggests that no action was taken on the issue because I was unable to answer phone calls, even though all required information had already been provided via email.
At this stage, I am still without service since Thursday (four days), and there is still no clear confirmation on when a technician will be sent or when the issue will be resolved, despite all relevant information already being provided via email.
After responding to the email, I received an automated reply stating that it was outside of their support hours.
This morning (Monday), I was contacted again by another support agent who asked the same questions I had already answered in previous emails, including device status and indicator lights, which I had already provided along with images.
It also appears that my ticket was not logged at all prior to this, despite multiple emails and a website submission, as they were apparently waiting to reach me via phone call before proceeding. This is important, as it suggests that no action was taken on the issue because I was unable to answer phone calls, even though all required information had already been provided via email.
At this stage, I am still without service since Thursday (four days), and there is still no clear confirmation on when a technician will be sent or when the issue will be resolved, despite all relevant information already being provided via email.
The problem is a fibre line fault. The LOS light on my router is showing a red light, and I was informed by customer service on Monday that this indicates a fibre line issue that requires a technician and is not something a customer can fix.
Since logging the ticket, I have sent multiple emails and followed up, but there has been no resolution and no clear communication on when a technician will be sent.
I even arranged for a parent to be at home in case a technician was scheduled, as I work remotely and spend my day in continuous video calls. I have explained multiple times to customer service that I cannot reliably take phone calls during working hours and requested communication via email.
Despite this, customer service agents are making phone calls, then reporting that they could not get through to the customer (me), and are no longer providing any alternative communication, such as email, which they previously used to do.
This is a way for them to avoid doing their job, as resolution is being made dependent on whether I can answer phone calls during working hours, while I work from home in continuous video meetings and cannot reliably take calls.
No technician has been sent, and the issue remains unresolved.
At this point, I am simply asking for transparency and a realistic timeline. As a customer, I expect communication and accountability, even if the issue involves third-party infrastructure.
I will update this review again once the issue is resolved.
The problem is a fibre line fault. The LOS light on my router is showing a red light, and I was informed by customer service on Monday that this indicates a fibre line issue that requires a technician and is not something a customer can fix.
Since logging the ticket, I have sent multiple emails and followed up, but there has been no resolution and no clear communication on when a technician will be sent.
I even arranged for a parent to be at home in case a technician was scheduled, as I work remotely and spend my day in continuous video calls. I have explained multiple times to customer service that I cannot reliably take phone calls during working hours and requested communication via email.
Despite this, customer service agents are making phone calls, then reporting that they could not get through to the customer (me), and are no longer providing any alternative communication, such as email, which they previously used to do.
This is a way for them to avoid doing their job, as resolution is being made dependent on whether I can answer phone calls during working hours, while I work from home in continuous video meetings and cannot reliably take calls.
No technician has been sent, and the issue remains unresolved.
At this point, I am simply asking for transparency and a realistic timeline. As a customer, I expect communication and accountability, even if the issue involves third-party infrastructure.
I will update this review again once the issue is resolved.