Home Telecom
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Poor sloppy service
I have just come out of the contract term with Home Telecom and thank goodness! The company I originally signed up with for a two year deal sold out to Home Telecom and so about a year in I transferred over to them. Not long after moving over I had an issue with the internet whereby I had no connection for 2 weeks. This was really difficult because I usually work from home so lost money through having to take unpaid leave. They insisted on sending me another router to make sure that wasn’t the fault which takes a few days to arrive anyway. When it didn’t arrive and I contacted them they confirmed it hadn’t actually been sent out adding further time without connection as it went over a weekend before they would resend. I got around £4 credit based on the ratio of days on my £20 monthly bill but it cost me a lot more in time off work. No sense of urgency or understanding the difficulties this was causing me when calling up either. At this point they also offered me access to 24/7 technical support for a further £2 a month which I thought seemed good as their opening hours for contact were limited office hours. The number I was given was incorrect when I tried to use it later. The next day I called up and they provided me with a different number which I used again that evening and after being on hold for an hour and a half I gave up and went to bed. When I asked for the support charge to be removed from my account going forwards as it was obviously not worth the time or money I was told the Ts and Cs are that once you sign up you cannot cancel it for the remainder of your contract. I fought this as I was not explained this at any point when I was offered this and I didnt have any Ts and Cs from them as nothing was provided when I moved over from the original company. Separately to that I have had an issue with my direct debit not coming out of my account automatically for about 7 months on the bounce. This has meant I have received automatic texts and emails telling me my service would be cut off and having to call up every time to make a manual payment. When I cancelled my contract I was not sent the prepaid bag to return the router. I called on Monday to request this which was the last day of the contract and was told one would be issued to me and should arrive by Thursday. Lo and behold it didn’t arrive today and when I called back up today I was told they now didn’t ask customers to return routers and it was my property. I asked for an email confirming this as I do not want to get stung for non return charge - not sure why I wasn’t informed of this when I called on Monday. I have wasted so much time having to call this company throughout the last year in the main for basic admin things that should just happen seamlessly. No matter what time you call it’s never answered quickly so usually a minimum of 20 mins being on hold without even being able to speak to someone. Also the amount of time wasted chasing a £2 credit for the support cost that I had removed is awful. Overall sloppy service and wasted hours of my life I will never get back!