Misleading Conduct, Poor Service, Unfair Billing and Punitive Cancellation Fee

I am lodging this complaint against Home Connect due to what I believe has been a deeply unfair, misleading and unacceptable handling of my fibre service, address move, billing, package change and cancellation.

In February 2026, I requested a move of address and specifically required that my fibre line be active and operational at my new premises by 1 April 2026. This was not a last-minute request. Home Connect had more than enough notice to manage the relocation properly, communicate accurately, and ensure that the service was delivered as required.

Instead, I was subjected to weeks of back and forth, repeated calls, and interactions with more than 20 different people across Home Connect’s Operations and Support teams. Throughout this process, I was repeatedly assured that the line would be activated. Only later was I informed that Home Connect allegedly needed to install a new fibre box. I agreed to this on the clear condition that the line still had to be up and running by 1 April 2026.

Despite these assurances, the line was not active on 1 April 2026.

On Thursday, 2 April 2026, I had to repeatedly call Home Connect to find out what was happening. After approximately five calls, I was continuously told that the Operations team was “working on it”. However, shortly before 17:00, I was finally told that the Operations team was not even in the office and would only return after the Easter weekend.

This was completely unacceptable. Home Connect’s staff continued giving me the impression that the matter was being actively attended to, when in reality the team responsible was apparently unavailable. As a result, my line was only activated on 7 April 2026, causing unnecessary inconvenience, disruption, and additional costs that would not have arisen had Home Connect managed the relocation properly or communicated honestly.

The poor service did not end there.

I later discovered that the package I had previously been on was apparently no longer available, and that I had no choice but to move onto a higher package at an increased monthly premium. This change resulted in a higher debit order, yet Home Connect failed to properly inform me in advance that my monthly debit order would increase or give me a fair opportunity to consider alternatives before imposing the change.

This is not acceptable customer treatment. A customer should not be pushed into a higher-priced package without proper disclosure, proper consent, and clear communication.

What makes this even more concerning is that, after investigating the increase and checking Home Connect’s website on 29 May 2026, I discovered that the very package I am being forced to pay R608 per month for is being advertised to new customers at only R168 per month.

This is, in my view, grossly unfair. Existing customers appear to be treated worse than new customers, while being forced onto increased pricing with poor disclosure and no fair resolution. The difference between R608 and R168 is not minor. It is substantial, and it raises serious questions about Home Connect’s pricing practices, transparency, and commitment to fair customer treatment.

I believe this conduct breaches the basic principles of fair customer treatment and may also raise concerns under the Consumer Protection Act, particularly relating to misleading conduct, unfair contract terms, inadequate disclosure, and unfair treatment of an existing customer.

After all of this, I decided to cancel my subscription. I am now being told that I must pay a R575 cancellation fee for a service that has been running for less than two months at the new premises. This is despite the fact that the service was delayed due to Home Connect’s own failures, I did not take a new router, and I continued using my existing router.

I find this cancellation fee unreasonable and punitive under the circumstances. Home Connect failed to deliver the service on the agreed date, failed to communicate properly, caused me additional costs, increased my monthly charge without proper transparency, and now wants to penalise me for cancelling a service relationship that was mishandled from the start.

In summary, my complaint is based on the following:

Home Connect failed to activate my line by the agreed date of 1 April 2026. I was repeatedly given assurances that the line would be activated, but this did not happen. On 2 April 2026, I was told throughout the day that Operations was working on the matter, only to later be told that Operations was not in office and would only return after the Easter weekend. The delayed activation until 7 April 2026 caused additional costs and inconvenience. Home Connect forced me onto a more expensive package because my previous package was allegedly no longer available. Home Connect failed to properly notify me that my debit order would increase. The package I am being charged R608 per month for is being offered to new customers for R168 per month as at 29 May 2026. Home Connect is now attempting to charge me a R575 cancellation fee, despite the service running for less than two months and despite me not taking a new router. The overall conduct appears unfair, misleading, poorly managed, and heavily prejudicial to the customer.

I am requesting that Home Connect immediately:

Waive the R575 cancellation fee. Explain why I was forced onto a package costing R608 per month while the same or comparable package is advertised to new clients at R168 per month. Explain why I was not properly informed before my debit order increased. Provide a written apology for the poor handling of the address move and the repeated misinformation provided by staff. Confirm that my cancellation will be processed without further penalties or adverse action.

This experience has been extremely disappointing. Home Connect’s conduct has shown a lack of accountability, poor internal communication, weak customer care, and an unacceptable disregard for fair treatment of an existing customer.

I expect Home Connect to resolve this matter urgently and fairly. I reserve my right to supplement this complaint with additional information, documentation, screenshots, call records, correspondence, billing records, and other evidence should this matter be escalated or should Home Connect dispute any aspect of this complaint. Nothing contained in this review should be interpreted as a full and final