Service is extremely poor, when it exists.

If I could select zero stars, I would do that. But I'll give them one star because their infrastructure exists.

Customer service by Herotel is, by far, amoung the worst I have ever experienced. You either get no support, or when you do get it, there is no consideration to what has been said on a ticket, so no context is derived from anywhere, and decisions are, therefore, made without it.

Two weeks back and forth on a support ticket because Herotel, in its infinite wisdom, decided to move me (or everyone?) to a highly questionable IP address (block?) that resulted in me not being able to use a business VPN connection to securely tunnel out a database connection. It turned out that I had to lower the MTU (max. transmission unit) on my VPN connection, which should be required unless the ISP is, wait for it, proxying the connection to begin with.

To this day, they do not understand what on earth has happened, even after having explained it to them. They won't even acknowledge that I solved my own problem, which only existed because of their poor decision to move me to a highly questionable IP to begin with.

And, during this whole process, they tried to sell me a static IP address at R100/month! What's the bet they'd have sold me one that has the EXACT SAME PROBLEM? Probably a good chance.