Who murdered the Home-Connect support staff?

spamsam

spamsam

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My ISP is Home-Connect (home-connect.co.za) on a Vumatel line. My internet has been flapping for the past 2 weeks - and it is getting worse. I live in Cape Town, Bellville.

The sign-up and pre-sales was easy and painless. The link has been fine and stable for years. No problemo. But something sinister must be afoot.

All of a sudden all requests for support go unanswered. All questions about the over-billing om my 100/100 line under the guise of an upgrade to 200/200 get skillfully ignored.

I am concerned. Can this be the company whose praises I've been singing to others for the past few years?

Even my requests for feedback on my requests for feedback are still in the 'new' status on portal.home-connect.co.za.

I can't help but feel that something terrible must have happened to the entire staff of the company. South Africa is a dangerous place after all. I'm afraid the whole office might have been murdered, or are being held hostage - unable to reach out for help. That is the only thing that makes sense in my mind.

Why else would such a customer service oriented company not even bother to respond to a years-long loyal customer who always pays on time?

We all know that SAPS will probably be unable to assist, because unlike Home-Connect, SAPS doesn't have a customer service department. SAPS doesn't care. But Home-Connect DOES care.

So I implore everyone, let's pull together as a community and come to the rescue of our dear, beloved Home-Connect. They would have done the same for us.
 
I have seen this happen at [insert ISP here] - they keep getting mass [insert any relevant 'welcome to SA event' here] right after you have signed up. Quite prevalent with those that are "simply resellers" on e.g. Frogfoot/vume etc. Sad times.

Time to move back to openserve
 
ld13 said:
I have seen this happen at [insert ISP here] - they keep getting mass [insert any relevant 'welcome to SA event' here] right after you have signed up. Quite prevalent with those that are "simply resellers" on e.g. Frogfoot/vume etc. Sad times.

Time to move back to openserve
Click to expand...
Sadly, Vumatel seems to be at the root of many issues. As an employee of a last-mile I can say that getting feedback from them is like pulling your own 2 front teeth.

Plus their SLA is definitely not in favour of the consumer. I guess bigger isn't better.
 
spamsam said:
My ISP is Home-Connect (home-connect.co.za) on a Vumatel line. My internet has been flapping for the past 2 weeks - and it is getting worse. I live in Cape Town, Bellville.

The sign-up and pre-sales was easy and painless. The link has been fine and stable for years. No problemo. But something sinister must be afoot.

All of a sudden all requests for support go unanswered. All questions about the over-billing om my 100/100 line under the guise of an upgrade to 200/200 get skillfully ignored.

I am concerned. Can this be the company whose praises I've been singing to others for the past few years?

Even my requests for feedback on my requests for feedback are still in the 'new' status on portal.home-connect.co.za.

I can't help but feel that something terrible must have happened to the entire staff of the company. South Africa is a dangerous place after all. I'm afraid the whole office might have been murdered, or are being held hostage - unable to reach out for help. That is the only thing that makes sense in my mind.

Why else would such a customer service oriented company not even bother to respond to a years-long loyal customer who always pays on time?

We all know that SAPS will probably be unable to assist, because unlike Home-Connect, SAPS doesn't have a customer service department. SAPS doesn't care. But Home-Connect DOES care.

So I implore everyone, let's pull together as a community and come to the rescue of our dear, beloved Home-Connect. They would have done the same for us.
Click to expand...

you need help
 
Have been with HC for a number of years now. Never had any single issue. Yes, their support is lacking. I recently upgraded my line to a 200/200 and it took them at least a week before I was informed it was approved and it took another week before I got a new device for the new line.

But then again, this is Africa. You need to lower your expectations. Things have turned out for the worst. Be lucky you still hear from them every now and then, even if it takes months between replies.
 
I've also had issues for about 2 weeks now. After doing tests and talking on WA for about 2 hours, only then they would tell me that there is work being done in my area (this was more than a week ago).

Beyond horrible customer service. 0 communication.

Last few days these drops started happening more frequently.
 
Chiefomatic said:
I've also had issues for about 2 weeks now. After doing tests and talking on WA for about 2 hours, only then they would tell me that there is work being done in my area (this was more than a week ago).

Beyond horrible customer service. 0 communication.

Last few days these drops started happening more frequently.
Click to expand...
like loadshedding, it is getting worse.
 
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