Line Speed Downgraded Erroneously

Three months ago I requested that Home-Connect bump my 100Mbps line up to 400Mbps per Metrofibre’s promotion at the same time. After a few days of convincing Home-Connect that this was a legitimate thing, my line speed was upgraded at zero further cost.

I returned from a trip abroad on Monday to find that the line had been downgraded to 100mbps again. I’m now stuck in a super frustrating loop of logging a support ticket and being told that my package is a 100mbps package. I think what has transpired here is that Home-Connect failed to lodge the upgrade request with Metrofibre, and the window to do so has presumably now closed.

Eventually I managed to get through the first line support to the support supervisor. I explained the situation again, only to have him come back to me with an offer to upgrade my line to 400Mbps at the standard 400Mbps rate, with the statement that “the price difference isn’t that big”. Obviously, I refused this and requested further escalation. That was two days ago and I’ve heard nothing since.

This is unacceptable customer service. Couple this with the fact that my line is registered under the wrong name and address at metrofibre and it becomes clear that the one doesn’t know what the other is doing.