YL
Yvonne L
1 reviews | Active since Sept 2014
21 Aug 2023, 09:48
Fed Up with HomeConnect
Please can you tell me why this company is still in business? Their fibre is always down and never having answers, accept to push the blame on Vumatel. The agreement and payments are made to HomeConnect and they do not reimburse us for their downtime whilst we use data equivalent to the monthly payment during this period. We are not pardoned for late payments etc but we need to pardon them for their horrible service. Using their 3rd party providers as the excuse we must rest on and take our funds as if its not their responsibility. HomeConnect is the service provider we know and thats who we do business with so im not sure why we must just rest in the reckless answer of Vumatel coming in to take blame. Im fedup with this and they need to either reimburse us for their downtime as this is a huge inconvenience.
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Replies (2)
Home-Connect's replyOfficial
21 Aug 2023, 09:56Dear Yvonne, Thank you for reaching out to us and expressing your concerns about the service provided by HomeConnect. We understand how frustrating it can be when your internet connection is consistently down, and we apologize for any inconvenience caused. While HomeConnect is the service provider you are directly dealing with, it's important to note that they rely on third-party providers, such as Vumatel, for the infrastructure and maintenance of their network. However, we understand that this doesn't excuse any issues or downtime you have experienced. We would like to assure you that we take these matters seriously, and we strive to provide reliable and uninterrupted service to all our customers. In situations where there is downtime, our usual practice is to investigate the cause and work toward a resolution as quickly as possible. Please be assured that we value your business, and we are committed to addressing your concerns. Our aim is to provide a satisfactory resolution and ensure that you receive the reliable service you deserve. Thank you for bringing this matter to our attention, an agent will be in contact shortly to assist.
Home-Connect's reply21 Aug 2023, 09:56
Official
Dear Yvonne, Thank you for reaching out to us and expressing your concerns about the service provided by HomeConnect. We understand how frustrating it can be when your internet connection is consistently down, and we apologize for any inconvenience caused. While HomeConnect is the service provider you are directly dealing with, it's important to note that they rely on third-party providers, such as Vumatel, for the infrastructure and maintenance of their network. However, we understand that this doesn't excuse any issues or downtime you have experienced. We would like to assure you that we take these matters seriously, and we strive to provide reliable and uninterrupted service to all our customers. In situations where there is downtime, our usual practice is to investigate the cause and work toward a resolution as quickly as possible. Please be assured that we value your business, and we are committed to addressing your concerns. Our aim is to provide a satisfactory resolution and ensure that you receive the reliable service you deserve. Thank you for bringing this matter to our attention, an agent will be in contact shortly to assist.
YL
Yvonne L's updateReviewer Update
22 Aug 2023, 09:04This response echoes my concerns clearly but doesn't make me understand how i should accommodate your business. Its day 3 today that these lines are down. Perhaps i need to reexplain myself with clarity in order to get a better understanding for myself: I signed an agreement with you and pay you Home Connect for a service. How you get your service from a 3rd party provider has nothing to do with me, it is you i pay my subscription too and you further disconnect me when payment is late and therefore It is your duty to provide me with an efficient service that is working and not pulling me to understand about your agreement with a 3rd party provider is. Day 3 of this downtime has cost me more money in data than the monthly subscription i opted to pay for to avoid expenses, I now find myself in that exact position to fund your inconvenience, so once again i am asking who will carry my data costs during this period? I am unable to function on data and would like to hear with clarity what is the way forward and not provide me with a lousy response which does not serve me not resolve the issue nor addressing my inconvenient unplanned data costs.
YL
Yvonne L's update22 Aug 2023, 09:04
Reviewer Update
This response echoes my concerns clearly but doesn't make me understand how i should accommodate your business. Its day 3 today that these lines are down. Perhaps i need to reexplain myself with clarity in order to get a better understanding for myself: I signed an agreement with you and pay you Home Connect for a service. How you get your service from a 3rd party provider has nothing to do with me, it is you i pay my subscription too and you further disconnect me when payment is late and therefore It is your duty to provide me with an efficient service that is working and not pulling me to understand about your agreement with a 3rd party provider is. Day 3 of this downtime has cost me more money in data than the monthly subscription i opted to pay for to avoid expenses, I now find myself in that exact position to fund your inconvenience, so once again i am asking who will carry my data costs during this period? I am unable to function on data and would like to hear with clarity what is the way forward and not provide me with a lousy response which does not serve me not resolve the issue nor addressing my inconvenient unplanned data costs.