Why negative reviews ?

I am fortunate to have obtained HEROTEL Fibre connection in rural area where ADSL and LTE ( no connection whilst load shedding ) . Amazing ! By accident I reset router causing lost connection. My bad. Within 2 hours of placing ticket on their website the problem was solved !! And that being on a Saturday night !! Cudos to them. Why all the negative reviews ? Spoilt for choice ? Well done Igen/Herotel.