Ongoing Internet Failure – Unresolved Tickets and Unacceptable Service

I am extremely dissatisfied with the service I have received from Herotel. For some time now my internet connection has been completely unstable, constantly looping between “connected” and “not connected” every few seconds. This makes the service basically unusable.

I logged a support ticket and a technician was sent out. Unfortunately, he arrived with his child, which I found very unprofessional and quite distracting. My home is also not child-friendly, as I have an uncovered swimming pool, dogs, a rabbit, and a blind cat, so bringing a child onto the property is a serious safety concern.

The technician attempted to fix the problem and left, but within five minutes of him leaving the connection started dropping again.

After that first visit I logged another ticket and specifically asked for a different technician, as the previous technician himself mentioned he wasn’t sure what was causing the problem. I made this request both telephonically with the Herotel helpdesk and on the online support platform. I also clearly asked that technicians not bring children to service appointments.

Despite this, Herotel still sent the same technician back to my property, again with his child.

During this second visit he changed the Wi-Fi channel and left. Unfortunately within about five hours the exact same problem returned, if not worse than before.

While he was still on site a Herotel manager phoned me. Because I was standing next to the technician and the connection seemed to work briefly after the channel change, I said at that moment that it looked like it might be fixed. However the issue returned almost immediately afterwards.

On 11 March 2026 I logged another ticket and provided multiple timestamps and screenshots clearly showing the connection repeatedly dropping. Herotel phoned me, but the phone rang for about ten seconds and was hung up before I could answer.

This morning I then discovered the ticket had been marked as “resolved”, which is simply not correct. The issue is still ongoing.

I pay R999 per month for this service and I work from home, so I rely heavily on stable internet. Because of this ongoing problem I’ve had to use my personal mobile data just to keep working, while still paying for a service that isn’t functioning properly.

This situation is extremely frustrating. I need this escalated urgently, a different technician sent out who can properly diagnose the problem, and clarification on how Herotel plans to compensate or credit me for the downtime and the mobile data I’ve had to use.

I would appreciate this being resolved as soon as possible.