1 reviews | Active since Aug 2018
HomeCloud poor service and bad connectivity
We have sent numerous mails complaining about the speed of the LTE line, no one responds to mails, no one offers any form of solution or even investigated our claims and when we got so fedup that we wanted to cancel the contract or they need to resolve issues still no attempt was made to resolve issues and we were informed we will be liable for remaining term. We cannot even stream a movie one person at a time. My ADSL line was more reliable when it was not ******!
Hi Erika , thank you for your feedback.
We sincerely apologise for the issue you have experienced and understand the frustration in trying to get in touch with us.
We have escalated your issue to the relevant department for urgent attention.
After running a recent customer service survey with our entire customer base, we have already started using the suggestions and feedback to improve our communications:
1. We've emailed instructions on how to Top-Up.
2. We've added an after hour support telephone line.
3. We've changed our process for customer communications, particularly with regards to incoming calls.
4. We are looking to add an automated telephone line system, which will help our customers get better help, quicker.
5. We are improving our support page on our website with more information.
6. We will be sending emails with information on how to check data balance.
For future reference; please direct your query to the appropriate email address, along with your contact details, and the relevant department will contact you as soon as possible:
Top-Ups / Upgrades: ***
Technical Support: ***
Billing: ***
Referrals: ***
Arrears: ***
Data Balance Checks / SIM Swaps: ***
Contact Numbers:
Business Hours
***
Monday to Friday: 8am - 5pm:
After Hours
***
Monday to Friday: 5pm - 2am.
Saturday: 12pm - 4pm.
WhatsApp communications available after hours.
Kind regards,Home Cloud
Hi Erika , thank you for your feedback.
We sincerely apologise for the issue you have experienced and understand the frustration in trying to get in touch with us.
We have escalated your issue to the relevant department for urgent attention.
After running a recent customer service survey with our entire customer base, we have already started using the suggestions and feedback to improve our communications:
1. We've emailed instructions on how to Top-Up.
2. We've added an after hour support telephone line.
3. We've changed our process for customer communications, particularly with regards to incoming calls.
4. We are looking to add an automated telephone line system, which will help our customers get better help, quicker.
5. We are improving our support page on our website with more information.
6. We will be sending emails with information on how to check data balance.
For future reference; please direct your query to the appropriate email address, along with your contact details, and the relevant department will contact you as soon as possible:
Top-Ups / Upgrades: ***
Technical Support: ***
Billing: ***
Referrals: ***
Arrears: ***
Data Balance Checks / SIM Swaps: ***
Contact Numbers:
Business Hours
***
Monday to Friday: 8am - 5pm:
After Hours
***
Monday to Friday: 5pm - 2am.
Saturday: 12pm - 4pm.
WhatsApp communications available after hours.
Kind regards,Home Cloud