Home-connect, So Unprofessional

### Formal Complaint Review: Vumatel & HomeConnect

Working from home or running a business while relying on an internet connection provided through **Vumatel and HomeConnect has become an extremely frustrating and, in my experience, unsustainable arrangement**.

I have now been without internet for **two weeks**, despite continuing to pay for the service. What is particularly concerning is not only the duration of the outage, but the complete cycle of poor communication and apparent lack of effective case management.

The process has become repetitive:

* I report the fault. * I am told that the matter is being attended to. * I wait for feedback. * When I follow up, I am informed that the issue reflects as **resolved** on their system. * I then have to dispute the supposed resolution because my internet is still not working. * The matter is then effectively sent back into the same cycle.

This has been happening repeatedly for **two weeks**.

To make matters worse, for approximately **a week**, I was also informed that my customer details had been updated incorrectly. This included information such as my **physical address, router serial number and cellphone number**. This raises serious concerns about the accuracy, integrity and management of customer information.

The most frustrating aspect is the disconnect between what is reflected on the system and the actual service being experienced by the customer. A fault cannot reasonably be considered “resolved” simply because it has been closed on a system while the customer remains without connectivity.

For someone who works from home, runs a business, or depends on a stable internet connection for professional and financial reasons, being without internet for two weeks is not a minor inconvenience. It results in lost productivity, unnecessary costs, missed opportunities and significant disruption.

At this stage, my confidence in both the technical support process and the accuracy of the customer information being maintained has been seriously undermined.

**I am now actively looking for an alternative service provider.**

I sincerely hope that Vumatel and HomeConnect take this complaint seriously and investigate not only the technical fault, but also:

1. Why a customer can remain without service for two weeks while continuing to pay. 2. Why faults are repeatedly marked as resolved when the underlying issue clearly persists. 3. Why there appears to be no effective ownership or escalation of a long-standing unresolved case. 4. How incorrect customer information, including address, router serial number and contact details, was recorded or altered. 5. What measures will be implemented to prevent other customers from being subjected to the same cycle.

**Two weeks without a paid-for internet service is unacceptable. Poor communication, questionable data integrity and repeatedly closing unresolved cases only make the experience worse.**

I would strongly caution anyone who depends on reliable connectivity for remote work or business purposes to carefully consider the quality of fault resolution and customer support before committing to this service.