I feel lied to by this company pt2. I am writing to update my original review, which is included below, as new information has since come to light. While I take no pleasure in seeing others leave similar one-star reviews, there is a certain sense of validation in knowing I am not alone in having had an extremely disappointing experience with Home Telecom. Following my previous review, I contacted Home Telecom again on Saturday. I initially explained my situation to a member of the technical team, who assured me he would investigate and call me back within a couple of hours. Several hours passed with no response, and as it was nearing their closing time, I followed up myself. I was then informed that customer service does not operate on Saturdays (only the technical team does). This was frustrating, particularly because their own website clearly states that customer service is available on Saturdays. To add to this, the same agent I spoke with earlier that day failed to mention this critical detail, which could have saved me both time and energy.
Nevertheless, I called again on Monday. During the first call, I was told YET AGAIN that the reinstatement of my internet would be completed within 24 hours. At this point, my patience had worn thin. I decided to explore switching providers and discussed offers with a new internet company. Shortly afterward, I called Home Telecom to cancel my line. This time, I spoke with an agent named Reece.
Reece was genuinely apologetic and clearly recognised the poor handling of my situation. He attempted to retain me as a customer and placed me on hold to speak to ‘someone higher up’. When he returned, he assured me that he had spoken to senior staff and that my internet would be reinstated within a couple of hours. I was surprised and cautiously optimistic, as this was the first time anyone seemed to take meaningful action.
Unfortunately, a few hours passed and still… no internet. I called again to follow up and was then told because my line wasn’t “suspended” it had actually been “ceased” the realistic timeframe for reinstatement was not 24 hours, but rather 5 to 10 working days.
What’s worse is that I had paid for the reinstatement back on the 11th, yet I was now being told that the 5–10 working days would only begin from the 16th. So for five whole days, I was misled—repeatedly assured that my internet would be restored within 24 hours, when in fact, nothing had even been actioned correctly?!? I had spoken to 5 or 6 different call handlers who all told me “24 hours” had they all lied ?
This kind of disorganisation and misinformation is completely unacceptable. Had I been told upfront that my line was ceased and not merely suspended, I could have mentally prepared for a delay. Instead, I was strung along for days on end. To date, I remain without internet. There has been no accountability, no offer of compensation, and no sense of empathy or care shown towards me as a customer.
I have requested that the complaints team contact me, but as of yet, I’ve heard nothing back.
I do not make a habit of leaving reviews, particularly negative ones. But this experience has been so appalling that I feel it is necessary to warn others. My advice is simple: avoid using third-party providers like Home Telecom altogether. Go directly through the actual line provider in my case, TalkTalk as it may save you the sheer frustration of being caught between a provider with no power and a customer service team lacking both transparency and effectiveness.
Please, learn from our one star experiences you could be the next one.
Original Review
I feel lied to by this company. On the 11th of June my internet needed reinstatement, I was told after a payment is made my internet will be reinstated within 4-24 hours it’s now been about 60 hours and still no internet. I’ve called them for the past 2 days for an update on the situation and they blame another company who’s in charge of reinstating the internet claiming to be the middle man who can only ask for things to happen, I mentioned I’m a disabled person who uses the internet to manage my smart home to maintain hygiene, ease of life and security but no sense of care was show. I am currently having it use 4G to maintain a connection which could of been fine for 4-24 hours but now I don’t even know if the internet will be provided before my 4G data runs out. I would suggest having internet provided from a BT, Vodafone or Sky depending on what is best in your region. I can’t help but feel like this is an unprofessional middleman lying business.
