1 reviews | Active since Oct 2018
home-DISCONNECT
I ordered a fiber connection with Home-Connect and Vumatel. The line was installed today, 30 Aug 2019, that part went smoothly. I was then told and emailed confirmation that the installation is complete and the line activated. All I was required to do was to plug in the router and I would be set.
I proceed to do this, and there is no connectivity. I call Home-Connect, as the Guide from Vumatel advises, support will be offered by Home-Connect. The installation was complete after 3pm, I call just after 4pm, only to be told, no, the installation is not complete. Vumatel need to mark the installation complete on their system and this will activate the line - regardless of me getting an email confirming activation.
I am then on back and forth calls with Home-Connect about them working with Vumatel to get this resolved. I am told just before 6pm, that the activation should be complete within 2 or so hours. I call back just before 9pm, because the internet is still not working and get told that this will only be resolved on Monday, because Vumatel don't offer support over weekends. An internet provider that doesn't operate 24/7!? And the call agents are even more ***********, because each person has spun a different story, telling me about tickets being logged, and that the fault is with Vumatel, but nobody offers any sort of way forward other than me waiting!? Or even just a reasonable explanation of events! All the while me, the customer, sits with no internet access for an entire weekend. What a **** show is both Home-Connect and Vumatel. Stay away if you can!
"This serves as a follow up email with regards to the survey that was completed for your in home Fibre installation.
Thank you for taking the time to complete the survey to provide feedback. We can see that your fibre line has been activated and there is an active 20/2Mbps Home-Connect ISP package on the line."
Despit being advised that the line was active 3 days ago and being inconvenienced without internet for the entire weekend, I get no coherent explanation of events, no gesture of goodwill, not even an apology or acknowledgement that something went wrong!
The customer service and handling of this matter continues to be appalling.
"This serves as a follow up email with regards to the survey that was completed for your in home Fibre installation.
Thank you for taking the time to complete the survey to provide feedback. We can see that your fibre line has been activated and there is an active 20/2Mbps Home-Connect ISP package on the line."
Despit being advised that the line was active 3 days ago and being inconvenienced without internet for the entire weekend, I get no coherent explanation of events, no gesture of goodwill, not even an apology or acknowledgement that something went wrong!
The customer service and handling of this matter continues to be appalling.