My journey started when I was contacted by Home Telecom on the 19th February 25 as I was moving back to Scotland from Ireland and was moving into rented accommodation arranged by a letting agency, I was happy with what they were offering, so I agreed over the phone a date for installation for the 6th March 25 between 8am and 1pm, which was great as I would not be moving in until the 9th March. I received an email from them on the 19th February 25 with 2 contract summary's attached which I found strange but will become relevant.
Fast forward to the 6th March I had my daughter in the house waiting for the installation to happen and low and behold no one turned up, I got my daughter to phone Home Telecom who said that they could not tell her anything as she was not the account holder (fair enough), I called them and was told by the chap on the phone that I had received an email on the 19th February 25 telling me that the activation date would be the 12th March 25, and I did indeed receive that email, but as I explained installation and activation are 2 completely different things and they had not told me that the installation was not going to take place, so as far as I'm concerned they missed their appointment with me as per the 2 contract summary's that I have in my emails.
Whilst I was on the phone I had another look at the 2 contract summary's that had been sent and the only difference that I could see was a paragraph had been added that contains this line "If you fail to give
us more than two days’ notice of a change you may be charged a missed appointment fee of up to £180." so I asked the chap on the phone are they going to reimburse me for missing the appointment with me, silence for a few seconds and then I am told that a manager must listen to the sales team recording to see what I was told at the time of sale and then contact me with the outcome of the managers investigation.
I phoned again on the 11th March 25 to make sure that the activation was going ahead on the 12th March and I was told that it was, I then asked where the router was to which he replied have you not got it and I said no, and I haven't been given a tracking number for the router, as per their literature, so I had no idea where it was, he then said that he would check the tracking and told me that the router would be arriving the next day between 11am and 2pm, yes the router never arrived on the 12th, so again I phone on the 13th to be told by another chap on the phone that the router was at the Royal Mail Glasgow depot at 4am this morning, by this point I am at boiling point and I asked why I was clearly lied to on the 11th, to which the chap couldn't give me an answer, I told this cahp to pass onto his manager that I wanted my complaint dealt with with the utmost urgency and I wanted to hear from them ASAP.
On the 21st March 25 I have received an email with my Home Telecom invoice with all charges made as per the original agreement and I still have not received any phone call from any manager to deal with my complaint (now the 27th March).
My question, are the managers so busy with complaints that they cannot get back to me with any outcome or do they think that I'll just go away?
Customer service is absolutely shocking, they say that they have over 70000 good reviews on here but in my experience I would not recommend them at all.
Had a conversation with a lady called Jane today, this lady knows how to deliver customer service, and I'm very pleased with the outcome and my issues have now been resolved to my satisfaction.
I would also like to add that the Internet service provided is fantastic, speeds are great, my son who is a gamer loves it.
