Continues terrible service

Subject: Formal Complaint – Ongoing Network Outage and Poor Service Delivery

Dear Herotel Support Team,

I am writing to formally express my disappointment and frustration regarding the ongoing network outage affecting my internet service.

According to the communication sent by Herotel, maintenance was scheduled on 5 June 2026. However, as of today, 7 June 2026, I am still experiencing connectivity issues. My WiFi remains disconnected and unusable, despite the maintenance supposedly being completed.

I have already contacted your office and spoke with Anele, who provided me with reference number #***. Unfortunately, I have yet to receive a resolution.

What makes this situation even more frustrating is that my account is fully paid up, yet I am unable to use the service I am paying for. This is also not an isolated incident. Throughout this year, I have logged numerous complaints and support queries regarding recurring connectivity problems. At one point, a technician was even sent out to replace my router, yet the issues continue.

I have been a loyal Herotel customer for over four years, but I am deeply disappointed by what appears to be a steady decline in service quality. This current outage is the second major technical issue I have experienced in 2026 alone, and we are only in June.

The impact on my livelihood is significant. I work from home and rely heavily on a stable internet connection to perform my duties. As a single parent and dedicated employee, these repeated service disruptions negatively affect my ability to work effectively and maintain my income. I should not have to worry about whether I can continue meeting my work obligations, paying my bond, and supporting my family because of ongoing connectivity failures.

I respectfully request urgent intervention to restore my service and provide a clear explanation regarding the cause of this prolonged outage. I would also appreciate feedback on what steps Herotel intends to take to prevent these recurring issues in the future.

If this matter cannot be resolved promptly, I will unfortunately have to consider cancelling my service and exploring alternative providers.

I look forward to your urgent response and resolution.

Kind regards,

Lerato Milanzi Reference: #***