Well-meaning team but varied ability team and poor systems and incredibly slow or non-existent follow ups. Issues with router they sent.

Agents are generally really nice, but their ability and knowledge level is wildly varied and if Home Connect tells you that someone will phone you back to resolve your issue, I would advise that you don't hold your breath and rather phone them back.

My full experience history with Home Connect is below in the hopes that either management will read this and improve their systems, or that others don't choose Home Connect until the issues are resolved. I chose Home Connect on recommendation from a friend, but it seems that they have not been able to cope with scale since my friend had his good experience.

12 Feb application done. I was initially impressed by the sales team who were very helpful and patient with me. We figured out together that my home was fibre ready through conversation and on the tracker map on their website. My flat unit is wired for fibre. The well-meaning but unwise sales person informed me that I would be set up at worst within 2 weeks, at best within a few days. When I hadn't heard anything and my status on the website hadn't changed in over a week I got concerned and logged a support ticket. A few days passed without a response, I was eventually phoned by someone from operations who said that Vumatel hadn't picked up the order yet and that I should phone back in a few days time if Vumatel hadn't phoned me. She also informed that it could take up to 6 weeks (and that the 2 weeks I was told was mis-information by the sales team member). When one week later I STILL hadn't heard a thing I phoned again and this time was put through to customer service. This agent informed me that in fact Vumatel don't operate in my building and so my application was invalid - this was now almost 3 weeks since I had made my application - why was this info not available on the system prior to this? I wasted three weeks "in line" with Vumatel only to find out that they weren't a valid option for me - I didn't have a preference for Vumatel, I just wanted fibre. I was never presented any options with regards to who would do the installation and only found out later that OpenServ was a viable option for me.

After many phone calls I was finally able to get a new application done with OpenServ who does operate in my building (bearing in mind that the same waiting periods apply to me as though I had just submitted an application, even though I had started the process three weeks earlier.) One of the worst things for me was that 5 days after doing the new application with Open Serv, someone new phoned me in response to one of my support tickets to tell me that Vumatel doesn't operate in my building..... clearly the support team has absolutely NO visibility into what each team member is doing. Not hugely inspiring in terms of confidence for me.

Finally, 10 days after the OpenServ application, they came to do the installation. Then, 5 days later I got sent my router (after more than one follow up). I followed all the set up steps but my router didn't work. I'm in tech, so this was not user-error. After ****erally) 2 hours on the phone with a support agent who couldn't help me and said she would phone me back (she didn't) I phoned again and happened to speak to someone who just by chance was able to help me (the router needed to be reset).

I was so thrilled, I even gave Home Connect a positive rating. 2 days later my wifi stopped working (its a Tenda Router). After resetting it again on the phone with a weekend support agent, she said that she would send me a new router - this was on 27th March. She said it would arrive by 31st March. I didn't hear a thing, and went away for Easter. On my return I phoned to follow up, only to find that there was no record on the system of a new router being issued to me. After another day of frustratingly long calls needing to re-explain myself to various team members, I am allegedly going to be getting a new router tomorrow. In the mean time, its almost 2 full months since I made my initial application, I'm now getting charged for wifi with a faulty router and absolutely no faith that my business is important to Home Connect or that they have advanced enough customer service systems to manage their growing client base. Would really not recommend.