herotel.com Reviews 

Internet goes down constantly, every few days for almost half a day. Good luck working online!

I was paying R850 p/m for many years, and when I checked their packages, the same download/upload package was only R550 p/m. Rather than adjusting price for old customers, they keep them paying those exorbitant prices until they manually change it themselves. Way to say thanks to people supporting your business over many, many years!

They'll also turn off your internet if your payment doesn't go through within 72 hours! Even though you may have been using them for almost a decade.

I can get uncapped 5G in many countries for R250 p/m, and we're subjected to this poor service with awful speeds for absurd amounts of money every month.
I'm so over it. Use your profits to improve infrastructure, train employees, get AI assistant or something for customers! No excuse for the piss poor level you're operating on.

One of the worst customer service ever. Firstly make sure you have the whole day and a half plus plenty of airtime when you calling their customer care. Be prepared to be sent pillar to post.

I went to enquire about extending wifi in my property at a back room at their Despatch offices. I got quoted than paid the amount including my monthly Fibre which usually goes off on debit. I asked the lady if there won't be issues since it was the last day of the month and they debit on the first day of every month and she ensured me they won't debit if I paid via EFT. To my surprise, they deducted via debit as I feared. Went back to their offices, the lady supposedly logged the problem. She made me go up and down to go get bank confirmation letter, I did that because I wanted this sorted. I think I sensed that it was not gonna be smooth sailing when she took a picture with my bank confirmation letter against her chin for her sales department or whatever, because tell me why can't she scan the damn paper to them. I had to call about a week later to find out how far is the refund only to be told they can't see that confirmation letter that lady took as I suspected. No correspondence until I called. The lady on the phone seemed promising. I emailed her the bank confirmation letter. She replied she received it and said they can only process the refund only after 7 working days from the day the complaint was logged. I'm on day 12 waiting since then excluding the weekends which I know they exclude when counting 7 days. I should have rather gone to my bank and reversed the money. They quick to cut your services if they can't debit on your account. Mind you, I pay R800 for a family of 2 but their network still okay, not great. I'm up to my last straw with these Fibre companies, I'll probably go back to the tried and tested one's like vodacom or something.

Extremely Poor Customer Service and Lack of Compassion

I am extremely disappointed with Herotel’s treatment of me. Despite making my payment on the 22nd, my WiFi was suspended, and I received no meaningful assistance when I contacted the accounts department.

I explained that I had been away attending a funeral and had barely used the service. Aviwe from Accounts insisted that company policy allowed no exceptions and that I simply had to pay again. The accounts manager also refused to assist.

The lack of compassion, flexibility and willingness to find a reasonable solution was shocking. Instead of investigating my concerns, I was dismissed with a rigid policy and no resolution.

Customer Code: HLMTH091

Herotel needs to take accountability, review the disputed charges and urgently address its approach to customer service. This experience has seriously damaged my trust in the company.

We have been without internet since approximately 05:00 this morning.

We first phoned Herotel at around 10:00 and explained very clearly that we urgently need our internet connection because we have work commitments today and tomorrow. We were told the matter would be escalated and that a technician would be sent out today, as their technicians were working.

By 14:00, we had received no phone call, no update and no technician had arrived. We had to phone Herotel again ourselves.

At that stage, the technical support consultant could not give us any real status update other than that the job had apparently been allocated to a technician. There seemed to be no visibility as to where the technician was, whether our call would actually be attended to, or when we could expect assistance.

At approximately 16:50, I phoned again and spoke to Lyiso.

I specifically want to mention that Lyiso was extremely helpful and genuinely tried to assist me. My frustration is not directed at him. In fact, his situation highlighted an even bigger problem with Herotel's customer service system.

He simply did not have the tools or access to see the scheduler, get an immediate status update, or even contact or identify what was happening with the technician who had supposedly been allocated to us.

How is a technical support consultant expected to assist a frustrated customer when Herotel does not give that consultant access to the information needed to do his job?

By then, I was also told that all the technicians had gone home.

So, after being without internet since 05:00, after calling at 10:00, following up ourselves again at 14:00, and then having to call yet again at 16:50, we were left without internet, without a technician and without any meaningful explanation as to what had happened during the entire day.

What makes this particularly frustrating is that we specifically explained that we need the internet for work today and tomorrow.

If Herotel had simply told us at 10:00 that they could not assist us today, we could have made alternative arrangements. Instead, we were told that the matter had been escalated and allocated to a technician, creating the reasonable expectation that someone would actually arrive.

Nobody arrived.

Nobody contacted us.

Nobody proactively updated us.

We had to chase Herotel throughout the day for information.

Internet is not a luxury when you rely on it to work. We pay for a service, and when that service fails, I expect communication, accountability and follow-through.

Today Herotel failed badly on all three.

I appreciate Lyiso's efforts at 16:50, but a helpful employee cannot deliver proper customer service when the company has not given him access to the information or systems required to help the customer.

Extremely disappointing service from Herotel.

The network has been so bad it ridiculous I'm only able to join RP server in the morning when nobody is on and after 10pm how am I supposed to make friends and enjoy the internet when the peak hrs I can't even log in. And then I can't even update my games you take data but nothing even working so then I get capped. How the hell you gonna cap me but I can't even use the damn data I'm not even able to load simple pages I pay so much for this shit. I'm cancelling. I can't even watch a simple movie anymore

Everyday for the last 9 days the wi-fi keeps dropping at night when you ask for a agent they keep saying all our agents are busy and they don't help and if they help the problem is already gone wish i could give them 0 stars and the customer service is horrible they take ages to contact you and when they do they tell you they'll open a job card and never do anything about it pathetic wi-fi i suggest people stay away from them and look for something else in they're area

Herotel is the worst internet provider I have ever experienced. There are no meaningful upgrades or improvements to their service, and the internet connection drops multiple times a day, making it extremely unreliable. This constant disruption makes it nearly impossible to work, study, or even enjoy basic online activities.

On top of that, their customer service is terrible. Getting assistance is frustrating and slow, and there is no proper 24/7 support available when issues arise. Overall, the service is highly disappointing and not worth the cost.

UPDATE: Thank you to Jasmine for constantly checking in, keeping me updated, and for sending Malcolm through so quickly. Malcolm arrived and was extremely efficient — he identified and fixed the error that had been caused by the previous technician within about two minutes. I really cannot thank him enough for his knowledge and professionalism.
I also want to thank Jasmine for checking in again after business hours on Friday just to make sure everything was still working properly. That level of follow-up is truly appreciated.
Because of Jasmine and Malcolm’s efforts, I am upgrading my rating to 3 stars. However, I am keeping two stars off because this issue should never have taken two technician visits, numerous phone calls, and more than two weeks to resolve. The delay appears to be linked to how tickets are handled at head office, where they are first received and processed, and not due to Jasmine’s efforts locally.
A proper internal review at head office would be beneficial, as the problem itself was resolved almost immediately once the correct technician attended.
That said, sincere thanks again to Jasmine and Malcolm for their excellent service and dedication. ORIGNAL POST BELOW:

The wait on Whatsapp to get to an agent was over 30 minutes and when I did get through to someone called Lethamaga, he actually was not honest. There was a power failure in Kenton and he said the mast was still working fine and working and then cut off our chat straight away, however after another more than half an hour chat with the next agent, I eventually found out the batteries has run out and there was no service. I appreciate the clear feedback from the next agent (so raising to 2 stars), but just did not like the dishonesty from Lethamaga, when a simple honest reply would have been very helpful to know.

Disgusting customer service, if I could rate them zero I would do so. They do not answer calls keep you on hold for so long. Whatsapp line is a joke, no one replies. Customer service is non existent. They only care about their money and not the service they provide. Think twice before using them as your ISP.

Herotel is more off than on - and more so after around 7pm at night, every night. The staff on the whatsapp line simply does not answer technical queries - they ask what the issue is and then they kill the call. Absolutely pathetic service provider as well as pathetic service from their helpdesk staff.

Herotel is useless and you never get hold of them. You need to phone twice or more, holding for an agent between 20 - 30 min before someone answer and then drop the call. If you lucky on the second try and do get hold of them, it is a network outage and do not know how long it will take, the technicians is working on the problem. This is every single time. And herotel prices increased......??? I'm paying for a service that is maybe working for 3 or 4 days out of 7 days a week. But who cares.....?

Dear Herotel Support,

I am writing to formally raise a concern regarding the ongoing reliability issues with my internet service over the past three weeks. The connection has been more off than on during this period, with no clear communication or explanation provided about the root cause or expected resolution time.

As someone who relies heavily on a stable internet connection to run a business, this level of service interruption is not just inconvenient—it is seriously affecting productivity and operations. Additionally, I’ve noticed a consistent decline in speed toward the end of each month, which raises further concerns about the quality of service.

While I understand that technical issues can arise, an unresolved outage spanning multiple weeks is highly unusual and unacceptable. I would appreciate a detailed update on what the issue is, what is being done to resolve it, and when full, stable service will be restored.

I look forward to your prompt response and resolution.

Sincerely,

Pathetic, disgusting customer service!!!!!

We have had broken internet since Saturday.
Please provide feedback on what the problem is.

I think it is ridiculous that there is no support over the weekend or on public holidays because that is always when something goes wrong!!!

As a pensioner it is expensive enough to pay for this account but to have to go and buy mobile data on top of it is just too much!!!

Dear Herotel Support Team,

I hope this message finds you well.

I am writing on behalf of a group of 15 households that have been experiencing consistent issues with our internet service, including poor connection speeds, TV buffering, and the signal intermittently cutting in and out. Despite numerous speed tests being performed by your team, the problem has always been identified as being on the client side. However, it seems highly unlikely that all 15 households would experience the same issues simultaneously.

We have logged tickets for these issues and have provided feedback, but the problems remain unresolved. The lack of progress and proper resolution has been disappointing, and we have not seen any meaningful efforts to address the situation.

Given that we are all experiencing the same issues, we would like to know whether Herotel is willing to thoroughly investigate and resolve these ongoing service disruptions. Alternatively, should we begin exploring other service providers who may be better equipped to meet our needs?

Useless service from herotel reported ni internet hours ago the whatsapp operator did not even no herotel has a team working on problem in town the whole towns internet was of now its back on and i still dont have internet hours later no response on the useless whatsapp. This is the second time in less then a week i cant reach a operator on herotels whatsapp group. What is the point in having the whatsapp then? You dont talk with your clients anymore you use to let me know when services would be down i havent gotten a email or sms regarding this for months now. Now you cant even reply to the the clients you just ignore them so again you wil tskr a full months payment but we dont get a fulls months service and our comolaints are being ignored. Herotel needs to step up and fix this asap people are talking and alot of people are not happy with herotels services anymore! What are you going to do to fix this?

Herotel unstable fiber makes it very unprofessional to work from home.
Although it is a 50mb upload/download line, the ping keeps spiking every 10 minutes to the point where it says "reconnecting".
Doing video calls is a nightmare because the connection keeps dropping. Online gaming cannot be enjoyed because the connection keeps dropping. Work programs that need a constant stable connection keeps dropping out.
My router has been replaced twice and i've dealt with about 10 different support people from Herotel. Everytime someone "updates" the router settings and like clockwork, nothing improves.

This has been going on for months now without any urgency from them. Everytime it gets escalated, the same thing happens.

The line quality is just absolutely poor and unprofessional.
If you need a stable line to work from and need a solid connection for more than 10 minutes at a time, this is not the ISP for you.