Poor and disappointing service

Poor and disappointing service from HomeConnect. I currently work remotely and recently purchased an apartment in an Estate. HomeConnect is one of the ISP's our estates offer packages with. Out of the numerous ISP's listed, I chose HomeConnect thinking I would receive excellent customer service, however, this has not been the case.

I have received nothing but disappointing service. I have spoken to the lady from HomeConnect who is in charge of running the promotions with Estates. She has telephonically confirmed that on my move in date (01 March 2023) we will receive our router and we will just have to plug it in for use.

However, on 24 February 2023, I received an email from a consultant asking for pictures of my serial number on my box.

Note that I previously advised them that I only move in on 01 March 2023.

On 28 February 2023, I spoke to a consultant who advised that they cannot assist me without the serial number.

I explained again, that I urgently require connectivity on my move in date as I work remotely and had the ISP previously advised me of this, I could have made arrangements with the Estate to provide me with that information, prior to handover of the keys.

I was then advised that after sending the serial number, it will take 24-72 working orders for activation alone, after which I will then receive a tracking number for my router.

Not once, was this explained by the lady in charge of the packages for estates. She merely confirmed that all will be sorted on the day I move in.

I have since moved in yesterday and sent the serial number requesting urgent assistance. The ISP has confirmed on their system it reflects that my service date is 01 March 2023.

I have advised the ISP on numerous occasions that I work remotely and urgently need connectivity. I am unable to work without same.

It seems HomeConnect does not take its clients seriously. I haven't even received my router yet and I have received such disappointing service.

I have also left numerous messages for the lady in charge to contact me as her line is always unavailable, but to date she has still not contacted me despite the urgency in resolving this matter.