No Internet Connection and Poor Service

No Internet Connection and Poor Service. I would like to formally raise a complaint regarding the poor service I have received from HeroTel.

On Friday the 6th, we experienced heavy rain and strong winds overnight. On Saturday morning, we discovered that our fibre internet connection was no longer working. I immediately contacted HeroTel and initially expected that it might be a temporary network issue.

Later, I went to the HeroTel office and was given the 08000 number to contact support. At that time, we were experiencing load shedding, and I was informed that they could not assist me or log a ticket because of it.

On Monday the 9th, once our electricity returned, I contacted HeroTel again and explained the issue. I was told that someone needed to be next to the router so that troubleshooting could be done. Since I was at work, my sister assisted from home.

Later, I received a call from a representative named William (contact number ***). During the conversation, I was told that in order for a technician to come out, I would have to pay R405. I explained that the issue appears to be related to the connection from the pole and was caused by the storm, which is clearly outside of my control. I could not understand why I should be charged for something that was not caused by me.

The conversation became frustrating, and the call was ended. However, William stated that he would log a ticket for a technician to investigate and that the charges would be determined after the inspection.

Later that evening, I contacted HeroTel again to confirm the ticket, only to find out that the ticket had never been logged.

This situation is extremely frustrating. I have been without internet since Saturday, even though the service has been paid for. I am also a student and currently have an assignment due on 12 March, and I cannot complete my work without internet access.

It is unacceptable that I must struggle to receive assistance for a service that I am paying for. Additionally, it is unreasonable to expect customers to pay technician fees for issues caused by weather conditions or infrastructure outside of their control.

I request the following: • That a technician be sent urgently to resolve the issue. • That the matter be investigated regarding why the ticket was not logged as promised. • That any technician fees related to this incident be waived, as the issue was not caused by me.

I hope HeroTel will take this complaint seriously and resolve this matter as soon as possible.