Very dissatisfied with poor service

I see Herotel don't respond here so they obviously don't read these reviews, however hopefully prospective customers will be warned. This company were so quick to sign us up and take our money but their customer service and after sales support is disgraceful. We have been customers for two years, making regular payments but on moving house and asking for a relocation you'd think we were applying for a loan of a few million! We are paying and current customers! We have been sent from one person to another and nobody in the company seems to know what's going on! We moved from Port Alfred to Bathurst, just 15 minutes down the road. Who is in charge? East London? Kenton? Port Elizabeth? Grahamstown? Forms completed and relocation fee paid. Then they want bank statements and verified ID. Why? We are customers and you already have all our information. Still waiting three weeks later. Finally a technician arrives He wears an IGEN uniform and drives a Herotel vehicle. He tells us the IGEN tower is not in sight of our home and we must be linked to Herotel tower. I ask him are you not Herotel? He seems confused. Yes he is also Herotel but he can't connect us to Herotel tower. What???? He tells me he doesn't understand himself..... he leaves. With our equipment saying he will follow up and get back to me. Nothing. I phone Sales and explain problem. I'm told they will follow up and get back to me. Nothing. I email lady in sales to put on record what has happened. No reply nor acknowledgment. Three weeks, money paid for no service. Money paid for relocation that didn't happen. And no way of reaching anyone higher up that can explain what's happening. Trying to run a business with no internet. Who pays for all the phone calls and data???