Poor customer service

As an existing Home-connect customer for almost 2 years, I recently moved home and requested a transfer of service to my new home. The transfer went seamlessly with no interruption to my internet service. 5 stars

Then came the problem. I received my monthly bill and was invoiced for a pro rata service on my new house even though I had already paid for the month. I also got debited double on my bank account for a service at both addresses.

When I called the accounts dept I just got an answer of that’s what our process is and I have to pay. No effort to remedy this issue, I requested an escalation and have still not heard back from H-C management.

The H-C back office processes are very poor and when there is a problem it seems no one wants to step up and take ownership to assist.

Last year I was without service for over a week and after numerous calls to H-C I ended up having to call Frogfoot myself to sort the issue. H-C staff just recite off from scripted text and don’t actually listen to the problem.

Great Internet Service…. Very poor customer service once again.

I totally regret recommending this ISP to my colleagues, friends and family.