Herotel - VERY BAD SERVICE

As a new property owner, I requested for the account and internet service takeover from the 1st May 2025. This request was sent through with the Herotel Application form 4 times, 2 times on March 27th, March 28th, and March 31st On this application form, I opted in for a monthly debit order deduction on the 26th of every month.

From day 1, I had endless challenges to get feedback from Herotel that the account takeover will be completed. I had to ask for feedback numerous times, whereby they briefly responded that it will be done. I asked on my application form and per e-mail, for a uninterrupted and seamless service handover, as I am relying on internet while working from home.

The 1st of May came, which was in a week many people took as a long weekend. I got disconnected and nobody was able to reconnect me, because my account was not completed. After 2 days without Internet, I managed to get hold of somebody at Herotel who went out of their way to reconnect me. It was not this person's responsibility to do so, but this person assisted so I can be able to work.

None of my requests was actioned. I did not even get a welcome pack to be able to log in to my account. Until today I still have not received any info as to how to log in to my account. Nothing was done with my initial application to add me on the system correctly, hence the outage experienced and not processing debit orders as per the date on application form.

By the 26th of June 2025, I realized that Herotel never processed any debit order from my bank account. Upon questioning why the debit order never went off, they simply tell me that the debit order will go off for May, June, and July (3 x Monthly Service charges) on the 16th. I never instructed them for the debit order to be placed on the 16th and I will not be accountable for debit orders they missed due to not processing my application.

Herotel had enough time from the month of March to create my account, get debit order in place, ensure seamless service handover on the 1st of May and to process the first debit order on the 26th of May and 26th of June as per application form.

Herotel cannot process 3 x monthly service fees at once, just when they feel they like to. They should stick with the credit agreement as per application form.

Herotel can not and should not hold their customers responsible for their actions. Clearly, they did not do their work.

From day one of TRYING to become a client of Herotel, they gave me the worst treatment I ever experienced from any ISP. They are so arrogant, because they still think that their overhead fibre is the only in town, which is not the case anymore. They think that they are dealing with minions. Some minions know exactly how they operate. Some minions know why your speed test might say 50mbps, but you cannot even stream one video at 720p. Some minions know that their pricing for overhead fibre on poles planted without permission is actually way more expensive compared to having a service from an ISP with infrastructure that is properly installed by ways of trenching, using ducting, manholes, POP's etc.

The sad part is that I requested many times for a person in higher management to contact me. Nothing happened but the support and account administrators sweeping my issues under the carpet. The upper management and CEO is not aware of what's happening on the ground.

That is Herotel for you....Consider your options. Go with an ISP that actually take their clients serious, because at the end of the day, each client contribute to the growth of any business. If a business cannot treat one client with respect and provide seamless services to him, how do they treat the rest.