Weeks of excuses, contradictory information and still no internet

I am absolutely disgusted with the way Herotel has handled my relocation.

I requested a relocation on 4 August. Before moving, I was told that Herotel had coverage at my new address. I therefore went ahead with the relocation expecting a straightforward move of my existing service.

I only received my supposedly plug-and-play router on 18 August. Since then, I have had NO INTERNET.

From 18 August onwards, I have repeatedly called and WhatsApped Herotel trying to get the issue resolved. Every time, I get passed from one department to another, told that a technician will be sent, and then given another excuse or explanation about my address or the installation.

Then, on 24 August, after weeks of chasing Herotel, I was finally told that they apparently do not have coverage at my new address and that my account would have to be cancelled.

Fine. If Herotel genuinely cannot provide service, I can accept that. What I cannot accept is being told something completely different when I initially arranged the relocation.

Because Herotel told me there was no coverage and that my account would have to be cancelled, I arranged an alternative fibre service through Vox Fibre.

Then things got even more ridiculous.

On 25 August, Herotel sent a Vuma technician to my address, despite having told me the previous day that there was no coverage and that my account would be cancelled.

Today, 27 August, I contacted Herotel again specifically to find out what was happening with the cancellation.

I explained the entire situation, was transferred to the cancellation department, and was then told that they cannot cancel the account because they already sent me the router and because there is a Vuma ONT involved.

I was transferred yet again, and while sitting on hold, the call dropped.

At this point, I genuinely don't know whether Herotel's departments even know what the other departments are doing.

I have been told:

• There is coverage. • My service can be relocated. • The router is plug-and-play. • A technician will come. • There is no coverage. • My account needs to be cancelled. • A Vuma technician is sent anyway. • Now the cancellation apparently can't happen because the router was sent and there's a Vuma ONT.

And to top it all off, I was told to put my new Vox Fibre order on hold while Herotel sorts this out.

Absolutely not.

My daughter is an online student with upcoming examinations, and I am not prepared to let her education be affected because Herotel cannot get its departments to communicate with each other. This is no longer a minor inconvenience. We need a reliable internet connection for something genuinely important.

I only ordered alternative internet because Herotel told me it could not provide service at my address. Now I am somehow expected to put that alternative on hold while Herotel continues giving me contradictory information.

The frustrating part is that this could have been avoided entirely. If Herotel had simply told me from the beginning that there was no coverage at the new address, I would have gone with another provider and this entire mess would never have happened.

Instead, I have spent weeks chasing Herotel, being transferred between departments, receiving contradictory information, waiting for technicians, receiving a router I cannot use, and now being told completely different things about cancellation.

I am asking Herotel to stop passing me around and take ownership of this mess.

I want a clear answer as to whether Herotel can provide service at my address. If you cannot, then cancel the account properly and tell me exactly what needs to happen with the router.

But please, for the love of everything, get your departments on the same page.

This has been an absolutely appalling customer experience