Fall from Grace

Sadly, my previous positive review (https://www.hellopeter.com/home-connect/reviews/excellent-service-***) no longer stands as Home-Connect's service has declined significantly.

I understand that issues can arise and may take time to resolve, but the minimum expectation is proper feedback and follow-up, neither of which are provided by Home-Connect's customer service or technical support.

Recently, I logged a support ticket for NATting issues caused by changes on Home-Connect's end. The experience has been extremely frustrating. I first logged the call via their app, but it no longer sends an email copy, so there's no date/time reference. I believe it was about a week before writing this review.

Escalation 1: I missed a call from Home-Connect the next day but returned the call promptly. The agent escalated the case and assured me an engineer would call back. No feedback received since.

Escalation 2: A few days later, having received no response, I called again. The agent couldn't find the original ticket despite having the reference number. A new escalated ticket was logged with a promise of a response within 4-6 hours. 48+ hours passed with no feedback.

Escalation 3: I emailed escalations to follow up on the two outstanding tickets, including reference numbers. An agent called back late in the afternoon but offered no resolution, merely stating the ticket would be escalated again, and a response would come the next day as the technical staff had gone home. I was put on hold for about 30 minutes of the 1h05m call until the line dropped. No return call or feedback followed.

Escalation 4: The next day came and went with no call. Another escalation was logged, resulting in a generic follow-up call with no resolution. I was told a team leader/engineer would get back to me before COB.

Escalation 5: Four+ days later, still no response nor resolution.

I've now sent a cancellation request.