MONTHS OF NO CONNECTION

We signed up with Herotel in October 2020. The team sent out technicians as per schedule to install our fibre but we ended up being told that due to us living in a complex we will have to wait for an MDU to be installed by the end of November. We had to get our body corporate to approve the MDU and had all the paperwork sent to Herotel within a week but it took weeks before they acknowledged it. Since then we've been kept in the dark about the when we can expect the MDU specialist to come out to see us. Furthermore we have spent a small fortune on data as we didn't renew our LTE contracts because Herotel initially promised us connection by the end of October and have only strung us along from there. The only time we received any kind of feedback is when my husband visited their branch personally but even then we just received empty promises of when our fibre will be installed. To add insult to the injury, they put through the debit orders for November and December and despite us having to fill in a refund request form, STILL haven't gotten back to us with a refund. Really, really disappointed in Herotel, so many others who app**** after us got connected before we could. We understand that an MDU needs to be installed in a complex but this should have been communicated at the start of the application process and should have been better planned for. Three months without a home internet connection has been a nightmare!!!