Complaint Regarding Terrible and Unprofessional Service from Herotel

I relocated from the city to a farm in September 2025 and chose Herotel as my internet service provider. This has proven to be one of the most regrettable service decisions I have made. From the outset, the service has been consistently poor, the connection unstable and unreliable, and the overall customer support shockingly unprofessional.

For a period of three months, I logged support tickets almost weekly due to recurring connectivity problems. None of these issues were properly resolved. Instead, I was met with repeated excuses, false assurances, and a complete lack of accountability. One agent even informed me that he was about to knock off and would “pass the issue on,” clearly prioritising his shift ending over assisting a paying customer. This level of disregard is unacceptable.

Matters escalated further when Herotel debited my account R1,104 — consisting of the R699 monthly fee and a R405 call-out fee — for a call-out that never took place. No technician arrived, no work was done, i requested a dish replacement that also never happened, i didn't upgrade any plans. I was not informed beforehand of this charge,

Since querying this debit order amount I have received no follow-up calls, no explanations, and no attempts to resolve either the billing issue or the ongoing connectivity problems. Instead, I continue to experience poor service and dismissive, rude responses. Agents routinely shift responsibility, stating “I don’t work in that department,” leaving the customer completely abandoned.

To date, my complaints remain unresolved and unactioned. I have retained full evidence of every logged call, message, and support request. I strongly caution potential customers to thoroughly investigate Herotel before signing up, as this experience has been nothing short of frustrating and unacceptable. I formally demand a full refund of all monthly payments made, as well as the installation fee, due to Herotel’s failure to deliver the service promised.