No WiFi for 12+ Days, Misleading Updates & No Resolution – Home Connect Failing Customers

I have been without WiFi since 24 March 2026, and as of today, 5 April 2026, the issue remains unresolved.

The fault was reported on 24 March, and I was initially advised that it would be escalated to Vodacom with a 72-hour turnaround time. That timeframe passed with no resolution and no meaningful update.

Since then, I have had to continuously follow up. Each time I reached out, I was told that a technician would be coming out, yet no technician has arrived. This has been communicated multiple times over several days, which is both misleading and unacceptable.

More recently, I was given a different explanation that HomeConnect requires up to 9 days to escalate the issue, followed by a further 9 days for Vodacom to resolve it. This directly contradicts the original 72-hour turnaround, as well as the repeated assurances that a technician was already on the way.

I also spoke to Nhlanhla, who advised that the Accounts Department would handle any billing adjustments. Accounts confirmed that a refund can only be processed once the service is restored. While I understand the process, it does not justify the prolonged downtime or the lack of urgency in resolving the issue.

This situation has created a significant disruption in my household. Members of the household rely on this connection to work remotely and to study, including submitting assignments, and the ongoing outage has forced us to incur additional costs to stay connected.

After reviewing similar complaints online, it is clear that this is not an isolated incident but part of a broader pattern of poor communication and delayed resolution.

At this stage, the level of service falls far below what is expected from a paying customer arrangement. I require urgent resolution of this issue, along with a full billing adjustment for the entire period of downtime.

If this matter is not resolved promptly, I will have to seriously reconsider continuing with HomeConnect as my service provider.

I trust this will now be treated with the urgency it requires.