Lost my hope and trust in Home-Connect

I am extremely disappointed in Home-Connect’s service and the complete lack of urgency and transparency shown in handling my move order.

On 14 January, I logged a move order for our fibre as we were moving into our new home on 1 February. I specifically did this well in advance to avoid any service disruptions. I also clearly communicated that both my husband and I work from home and cannot afford to be without internet.

Despite this, we moved in on 1 February and had no service. After posting a HelloPeter review last week, I was contacted and told the order had been received. Another week has now passed, and we still have no internet and no proper updates.

Out of desperation, we downloaded the Openserve app to track the order ourselves, only to discover that Home-Connect only submitted the order on 2 February, nearly three weeks after I initially logged it. This is completely unacceptable.

We have already spent far more than our monthly fibre bill on mobile data, and the impact on our work has been severe. Last week, My husband had to sit at someone else’s house until 8:30 pm just to work his shift. This week, my husband is working 1 pm – 10 pm, and we are once again forced to rely on others imagine having to sit at someone else’s house until 10 at night simply to do your job.

To make matters worse, Home-Connect was quick to send me a bill, yet I have no internet service at all. I even asked an agent how they expect me to pay for a service I am not receiving, and I got no meaningful response.

After 28 days, no service, no accountability, and no proactive communication, I am seriously considering taking my business elsewhere. This entire experience has been pathetic and far below the standard I expected from Home-Connect.