Home-Connect Charges for Service They Can’t Deliver – Still No Resolution After 2 Weeks

I upgraded my Home-Connect package on 26 June 2025 to 100 Mbps download and 50 Mbps upload. Since the upgrade, I have not received the promised speeds even once.

I reported the issue the same day, and since then, all Home-Connect has done is log tickets with Vumatel. Technicians have come out, yet the issue is still unresolved. Despite this, I keep receiving emails from Vumatel saying the ticket has been “resolved” — which is completely false. When I follow up, I’m told that a “tracker” was resolved, not the actual problem.

It’s now been over two weeks, and as someone who works from home, this unreliable connection is negatively affecting my productivity and work. What’s worse is that I’ve paid in full for a service I’m not receiving.

This is unacceptable. The lack of accountability and follow-through from both Home-Connect and Vumatel is incredibly frustrating. I expected better — at the very least, deliver what I’m paying for.