The Hero won't tell

I am writing to formally lodge a complaint regarding a severe and ongoing service failure that has significantly impacted my household over the past two and a half weeks.

Since approximately 20 March 2026, my fibre connection has been limited to roughly three hours of usable internet per day. Despite numerous calls to your support line during this period, the situation remains unresolved.

Below is a summary of events to date:

• A technician visited on 31 March 2026 but only sprayed a liquid solution on the connection. The line was restored briefly before failing again within two hours. • I called the following day and was told a technician would be booked to replace the fibre cable. • Despite following up every other day, I was unable to get a clear update or confirmed date. • I was eventually given an appointment for 7 April 2026. No one arrived. • When I called this morning, I was told the technician had reported being unable to access my property due to my dogs. This is inaccurate — I was home the entire day and received no knock, no call, and no communication whatsoever.

I want to make clear the real-world consequences of this outage. My partner and I both work from home, and reliable internet is essential to our livelihoods. Over the past two and a half weeks, the disruption has caused us to appear unprofessional to our respective employers and has had a direct impact on our household income. I have been with Herotel for about 2 years now and this is the first time they have given me the run around like this.