Home-Connect Review: Frustrating Cancellation Experience

I’m writing this review to share my disappointing experience with Home-Connect as I tried to cancel my month-to-month fibre contract.

My lease ended on November 30th, and I was moving out that day. Knowing Home-Connect’s one-month cancellation policy, I tried to cancel via their portal on October 28th. Unfortunately, the portal didn’t show any of my services, so I called customer service for help.

The agent I spoke with tried to guide me through the portal, but even she couldn’t see my services from her side. She promised to call me back once the cancellation issue was resolved. However, I never received any follow-up calls or messages from them. It’s possible they tried to reach me while I was at work and couldn’t access my phone, but I had no record them trying to get ahold of me.

To make matters worse, at the start of December, I noticed they double-debited me despite the fact that I had stopped using the service on November 30th. When I called again, I was told that the cancellation never went through and that I supposedly owed a cancellation fee that I was never informed about.

I asked them to review the original service call recordings from when I signed up, since no such fee was mentioned to me. As of now, they still haven’t gotten back to me about that.

This morning, I received another call saying the issue was “escalated to a team leader” who apparently has to approve the cancellation. Yet the team leader is unavailable, and I’m stuck in a loop where I can’t cancel on the portal and they won’t cancel on their end without this mysterious approval.

In short, this has been a deeply frustrating experience. I’m paying for a service I can’t use and can’t cancel because of internal delays and a lack of communication. I hope Home-Connect can sort out these issues for future customers.