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Brian L

1 reviews | Active since Aug 2012

06 Mar 2025, 12:25

No Help from customer service when requested.

Due to me emigrating, I sent through a request to assist with the cancellation of my fibre service via the home connect app. I logged a ticket (app doesn’t provide the ticket number or sms the ticket number to you) on the 28th February. I have had no response. Today I called the call centre to find out what’s going on with my request. Now I must cancel via the ‘portal’ and that they want 30 days cancellation period. Meaning I must a full extra month because Home-Connect didn’t assist me when I wanted the cancellation processed on the 28th February. If Home-Connect assisted me when I asked for the help this would not be an issue. This is actually very frustrating and this frustration has been the general trend when dealing with Home-Connect.

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Replies (2)
Home-Connect
Home-Connect's reply06 Mar 2025, 12:27
Official
 Dear valued customer, thank you for the feedback. Kindly note an agent will be in contact shortly to assist.
 
BL
Brian L's update07 Mar 2025, 17:45
Reviewer Update
I have reopened another ticket, after going through my emails, I have an email thread between myself and Patricia Dire in which I specifically stated that I wanted to cancel my contract on the 31st March 2025. This email thread was sent on the 21st January 2025. I tried to cancel via your ‘portal’ and the date the 31st could not be selected?! No further assistance via email was given to me from Patrica on how to resolve this. I had given Home Connect more than the required thirty days notice. Nothing was done. I then tried to log a request to cancel via your mobile app on the 28th February. No ticket number was issued and this I can only put down to the absolute poor quality of the app as speaking with a consultant today there was no record of such. Regardless, I attempted to give notice on the 21st of January for the end of March and no help was given. I need to speak to someone you can actually stop laying the blame at my feet after I have done my part but Home Connect has dropped the ball.