How the mighty have fallen.

Here is another unfortunate encounter with service delivery and customer support.

I am disappointed in the way Home-Connect deals with issues and client frustration. This is my third or fourth negative review in 4 years with them, and I believe, the most inconsistent Fibre provider in the last year. In the past four months, I have had a back-and-forth with customer support about connection drops that don't go away. However, Home-Connect takes no responsibility or has no idea why my internet keeps disconnecting every 5mins. Furthermore, there are times when I have stable internet for about two weeks, and then I have the worst connection in the world for the next week and a half.

Connection drops, no internet for 6+ hours, and the customer support keep telling me to use their Diagonistic App to find the issue. The app doesn't work if you have no internet. I have explained this countless times to customer support. It's a terrible app. I can only give you a code to look at when I have internet. When I have internet, the app tells me there is no problem. Baffling, I know.

I have no issue advising or assisting them in finding the problem, but if I have to tell your employees how to do their job, there's a problem. I have now multiple times pinpointed the issue, and once they did what I told them, I had a stable connection for about two weeks. Nonetheless, I have had enough of the poor service delivery, and last night was the final push from Home-Connect when I asked for assistance; the lady waited till 20:00 to give me a solution about something I did not request and said I should try again tomorrow.

Moreover, is it time to move ISPs and support a different company? We have two Home-Connect lines on the property, and it's a shame to leave. Still, it's disgusting to deal with inconsistent service delivery. Home-Connect makes empty promises and fails to deliver the service I requested. They claim to have a 200/200 package, but I can't upgrade. They keep telling me they will get back to me, but I have to phone them, and nothing happens. No one knows why things don't work. How can you do business like this?

I never had any issues and tend to stick with the company I started with, but there is no solution with Home-Connect. They don't care about their clients or how their inconsistency negatively impacts their clients.