Home-Connect: Absolutely Unacceptable Service

If I could give Home-Connect zero stars, I would.

My experience with Home-Connect has been nothing short of unacceptable. I am paying a significant amount of money every month for a fibre package, yet I am consistently receiving less than HALF of the internet speed I am actually paying for.

Let that sink in: I am paying for a full service and receiving less than half of what I purchased.

What makes this even more infuriating is the complete lack of urgency and accountability from Home-Connect’s customer service. Their support is atrocious, frustrating and seemingly incapable of actually resolving problems. There is always another troubleshooting step, another excuse, or another delay, but seemingly never an actual solution.

When the problem clearly requires technical intervention, getting a technician sent out is apparently an impossible request. Why am I paying a monthly subscription for a service that Home-Connect cannot reliably provide and then having to fight to get someone to investigate the problem?

And now it has reached another level.

This month I have been DOUBLE-BILLED, while at the same time my internet service has become exponentially worse.

So Home-Connect has managed to charge me twice for a service that isn’t even performing at the level I am paying for.

I am currently sitting on their WhatsApp support line and have been waiting more than 45 MINUTES just to get an agent to respond. Not 45 minutes to resolve the issue. Not 45 minutes for a technician. 45+ minutes just to get a response from customer support.

This is not customer service. This is customer neglect.

A company cannot continuously take customers’ money while providing substandard service, failing to resolve technical issues, making billing errors and then leaving customers sitting around waiting indefinitely for assistance.

I have been patient. I have followed the troubleshooting processes. I have contacted support. I have given Home-Connect opportunities to resolve these issues. The patience is now gone.

I expect:

1. The incorrect double billing to be investigated and reversed immediately. 2. My fibre line to be properly investigated by a qualified technician. 3. The service speed I am paying for to actually be delivered. 4. A proper explanation for the ongoing service degradation. 5. A meaningful resolution rather than another scripted troubleshooting exercise. 6. Appropriate consideration for the period in which I have been paying for a service that has not been delivered as advertised.

Home-Connect needs to understand that customers are not doing you a favour by paying their monthly bills. We are paying for a service and are entitled to expect that service to function properly.

At this stage, my experience has left me with absolutely no confidence in Home-Connect’s ability or willingness to provide reliable service or competent customer support.

If you are considering signing up with Home-Connect, I would strongly advise you to reconsider. There are plenty of ISPs competing for customers’ money, and based on my experience, Home-Connect is certainly not behaving like a company that values its customers.

Fix the service. Fix the billing. Send a technician. Answer your customers. And start taking accountability.