Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Herotel is described by customers as an internet provider whose service delivery has broken down across almost every touchpoint. Recurring themes are extended outages, technicians who never arrive, and support channels that go silent. Network Reliability & Connection Quality (0.7) and Communication & Responsiveness (0.7) draw the harshest criticism, while isolated praise for named agents shows what the experience could be.
Top Strengths:
- •Installation, Activation & Setup: Occasional installations do get completed once customers escalate in branch, and individual technicians are described as willing. Isolated praise exists for home visits that resolved router faults, but these remain exceptions rather than the norm customers describe.
TrustIndex
1.7
NPS Score
-75
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Herotel
What do customers say about Herotel?
Based on recent customer reviews, Herotel is described by customers as an internet provider whose service delivery has broken down across almost every touchpoint. Recurring themes are extended outages, technicians who never arrive, and support channels that go silent. Network Reliability & Connection Quality (0.7) and Communication & Responsiveness (0.7) draw the harshest criticism, while isolated praise for named agents shows what the experience could be.
What is Herotel's biggest strength?
Herotel's biggest strength, according to Hellopeter's AI analysis, is Installation, Activation & Setup. Occasional installations do get completed once customers escalate in branch, and individual technicians are described as willing. Isolated praise exists for home visits that resolved router faults, but these remain exceptions rather than the norm customers describe.
What are the most common complaints about Herotel?
The most common complaint about Herotel, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Contracts & Account Management. Customers consistently report paid-up accounts being suspended, proof of payment ignored, and invoices that do not match agreed promotional pricing. A recurring theme is being billed in full for months of downtime with compensation refused or minimal.
Is Herotel trustworthy?
Herotel has a TrustIndex of 1.7 out of 10 on Hellopeter, based on 248 reviews in the last 12 months. Hellopeter has tracked Herotel across 1,156 total reviews. How is the TrustIndex calculated? →
Recent reviews (248)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2013
Terrible
This company is useless – they ask you R2500 instllation and then hold you randsom. They have become greedy choosing money over service. I need to contact them weekly to sort things out and then the results are nothing. My internet has been terible for 5 days straight, then a questionare, promise a call back, nothing. We need to make a stand against these companies asking everything delivering none.
1 reviews | Active since Jul 2013
Terrible
This company is useless – they ask you R2500 instllation and then hold you randsom. They have become greedy choosing money over service. I need to contact them weekly to sort things out and then the results are nothing. My internet has been terible for 5 days straight, then a questionare, promise a call back, nothing. We need to make a stand against these companies asking everything delivering none.
1 reviews | Active since Apr 2026
A Company Policy That Leaves No Room for Customer Care
A Company Policy That Leaves No Room for Customer Care Herotel's handling of my account has been deeply disappointing. I paid on the 22nd, yet my WiFi was suspended. After explaining that I had been away attending a funeral and had barely used the service, I was told by Aviwe from Accounts that they would make no exception and I must simply pay. The accounts manager also refused to help. Apparently, company policy matters more than listening to customers or considering their circumstances. No meaningful assistance, no reasonable solution, just a demand for payment despite my concerns about the service and billing. This is not the standard of customer care I expect from a service provider. Herotel needs to review my account, address the disputed charges and take responsibility for how this complaint was handled. Customer Code: ***
1 reviews | Active since Apr 2026
A Company Policy That Leaves No Room for Customer Care
A Company Policy That Leaves No Room for Customer Care Herotel's handling of my account has been deeply disappointing. I paid on the 22nd, yet my WiFi was suspended. After explaining that I had been away attending a funeral and had barely used the service, I was told by Aviwe from Accounts that they would make no exception and I must simply pay. The accounts manager also refused to help. Apparently, company policy matters more than listening to customers or considering their circumstances. No meaningful assistance, no reasonable solution, just a demand for payment despite my concerns about the service and billing. This is not the standard of customer care I expect from a service provider. Herotel needs to review my account, address the disputed charges and take responsibility for how this complaint was handled. Customer Code: ***
1 reviews | Active since Dec 2025
DEMANDS MONEY BUT NO SERVICE/INTERNET
Extremely poor service from Herotel. We pay our account on time every month, yet we consistently do NOT receive the 15 Mbps we are paying for. We regularly get around 10 Mbps or less, and when we complain, we are told that 10 Mbps is "fine." It isn't.The same problems are reported repeatedly, yet instead of actually fixing the issue, Herotel keeps changing settings on the router. Nothing is permanently resolved.This happens repeatedly and is beyond frustrating.People near us already have fibre, yet Herotel has made no effort to bring fibre to our area. We are stuck paying for an unreliable service while paying customers elsewhere get better infrastructure.To make matters worse, our price has increased despite being on a fixed contract. So we're paying MORE for LESS.Herotel is very quick to remind us that our bill is due on the 1st but not quick to fix their ****. *** CALL ME HEADOFFICE/OWNER of "HELTEL"
1 reviews | Active since Dec 2025
DEMANDS MONEY BUT NO SERVICE/INTERNET
Extremely poor service from Herotel. We pay our account on time every month, yet we consistently do NOT receive the 15 Mbps we are paying for. We regularly get around 10 Mbps or less, and when we complain, we are told that 10 Mbps is "fine." It isn't.The same problems are reported repeatedly, yet instead of actually fixing the issue, Herotel keeps changing settings on the router. Nothing is permanently resolved.This happens repeatedly and is beyond frustrating.People near us already have fibre, yet Herotel has made no effort to bring fibre to our area. We are stuck paying for an unreliable service while paying customers elsewhere get better infrastructure.To make matters worse, our price has increased despite being on a fixed contract. So we're paying MORE for LESS.Herotel is very quick to remind us that our bill is due on the 1st but not quick to fix their ****. *** CALL ME HEADOFFICE/OWNER of "HELTEL"
1 reviews | Active since Dec 2023
Very bad service
Extremely disappointed with Herotel's service. I have had WiFi with Herotel for about 4 months, and for the past 3 months the connection has been extremely unreliable. The WiFi constantly disconnects, sometimes for several minutes at a time, and this happens even when only two phones are connected. We can't even properly use our TVs or computers. My wife works from home and has struggled to get her work done because of the unreliable connection. We are actually spending more money on mobile data than we are able to use the WiFi. I have contacted Herotel several times, visited their branch personally, and had technicians come out twice. Unfortunately, after the latest technician visit, the connection is even worse. We are paying full price for a service that we can't even use properly for more than 50% of the time. After three months of ongoing problems and multiple attempts to get help, I am extremely frustrated and disappointed. I would not recommend Herotel based on my experience so far. Customers should not have to repeatedly chase support for months just to receive a service they are already paying for.
1 reviews | Active since Dec 2023
Very bad service
Extremely disappointed with Herotel's service. I have had WiFi with Herotel for about 4 months, and for the past 3 months the connection has been extremely unreliable. The WiFi constantly disconnects, sometimes for several minutes at a time, and this happens even when only two phones are connected. We can't even properly use our TVs or computers. My wife works from home and has struggled to get her work done because of the unreliable connection. We are actually spending more money on mobile data than we are able to use the WiFi. I have contacted Herotel several times, visited their branch personally, and had technicians come out twice. Unfortunately, after the latest technician visit, the connection is even worse. We are paying full price for a service that we can't even use properly for more than 50% of the time. After three months of ongoing problems and multiple attempts to get help, I am extremely frustrated and disappointed. I would not recommend Herotel based on my experience so far. Customers should not have to repeatedly chase support for months just to receive a service they are already paying for.
1 reviews | Active since Oct 2026
They rob me my 7 days that I didn't use after resume I was still off they claim is my
They rob me my 7 days that I didn't use after resume I was still off they claim is my fault now they saying they will give me only 5 days as free time and is not free I bought a 7days voucher.
1 reviews | Active since Oct 2026
They rob me my 7 days that I didn't use after resume I was still off they claim is my
They rob me my 7 days that I didn't use after resume I was still off they claim is my fault now they saying they will give me only 5 days as free time and is not free I bought a 7days voucher.