Very Poor Service – No Response from Tech Support

I am extremely disappointed with the poor service I’ve received from Herotel. I organised a fibre relocation to my new place and was given a confirmed date of Friday, 11 July. When no one arrived by 2pm or even contacted me, I called multiple times and was eventually told the relocation was only scheduled for Tuesday, 15 July — completely different from the agreed date.

A technician eventually showed up on Saturday, but left my line in a worse state. He adjusted the settings for wider coverage, yet now I have zero coverage in both my office and bedroom. I moved from a unit of similar size where I had no issues. I’ve since had to buy a mesh extender out of my own pocket, and I’m still sitting with slow and unstable internet.

To make matters worse, technical support has completely ignored my queries. I’ve sent messages via the WhatsApp line with no response for two days. I also emailed Sales (who handled the relocation), but received no reply.

Ironically, when I choose “Sales” on the WhatsApp options, someone responds within seconds — but technical support is nowhere to be found.

For a service I’m paying for monthly, this is totally unacceptable.