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Lesego S

1 reviews | Active since Mar 2026

11 Mar 2026, 11:51

Poor Customer Service HeroTel

Title: Herotel – Fibre Fault Logged Friday, No Technician or Updates for 5 Days

I am extremely frustrated with the lack of service from Herotel.

I logged a fibre fault on Friday after the fibre cable broke and my internet stopped working. However, I was only provided with the fault reference number (#***) on Wednesday after repeatedly following up.

Between Saturday, Sunday, Monday and Tuesday I received no updates, no response on WhatsApp, and no courtesy communication to advise on the status of the repair or technician scheduling.

Since logging the fault, I have made several attempts to follow up through WhatsApp, phone calls and email. Each time I am told that scheduling will contact me, but five days later no technician has been dispatched and my internet service remains down.

The fibre cable is physically broken, which means the service cannot work until a technician repairs or replaces the line.

As a paying customer, it is extremely disappointing to experience such delays and a complete lack of communication regarding the repair of a service fault.

I request urgent intervention from Herotel to dispatch a technician and resolve this issue as soon as possible.

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Replies (1)
LS
Lesego S's update11 Mar 2026, 14:49
Reviewer Update
I am escalating a fibre fault that was logged on Friday under reference number #***. When the fault was first reported, I was advised that the scheduling team would provide feedback on when a technician would be dispatched to repair the snapped cable connecting to the router. Since then, I have made numerous follow-ups through WhatsApp support and also placed a call on Tuesday in an attempt to get clarity on when assistance would be provided. During this process I interacted with several agents including Buhle, Mahle, and Kgopotso. At one point I was transferred by the support team to the scheduling department because I had been waiting for confirmation on when a technician could be sent out. Despite this, there has still been no clear update or resolution provided. After further escalation, I was eventually informed that the technician assigned to work order WF-MO-*** has not been working. This means that while I have been waiting since Friday for scheduling feedback, the matter could not progress due to the technician being inactive. Throughout this entire process there has been no proactive communication or follow-up, and I have had to continuously chase for updates myself. The internet service has now been down for several days, and it is concerning that a customer can be left without service for this long without prioritisation or proper updates.