Urgent Fibre Outage and Lack of Customer Support

Dear Herotel Support Team,

I am extremely frustrated with the lack of assistance regarding a damaged fibre cable caused by the strong wind in my area.

For the past hour, I have been trying unsuccessfully to report this issue. Every time I attempt to call, I am informed that no one is available to attend to my call. I have also tried the WhatsApp communication channel, yet I still have not received any assistance or feedback, apart from automated messages stating that most agents are currently busy.

My address is:

5 Steil Street Bothasrus Despatch 6220

I am currently without internet access, which directly affects my ability to work and complete my responsibilities.

What is most concerning is the apparent absence of technical support over weekends and after hours. Herotel has offices in Despatch and Uitenhage, yet the after-sales service and emergency support seem extremely poor.

I expect this matter to receive urgent attention. If the issue is not resolved by tomorrow, I will seriously consider cancelling my contract and moving to another service provider that is capable of delivering reliable support when it is needed most.

I trust this matter will be treated with the urgency it deserves.

Kind regards