Herotel Mbombela

Extremely dissatisfied with the service from Herotel Riverside. Working from home and relying on WiFi provided by Herotel is a disaster. We constantly have dips, total WiFi blackouts for hours and terrible feedback services. I would not recommend their services.

We moved over the weekend, phoned them the week before for a relocation, said there was a ticket logged and they would phone me back phoned them two times before the the weekend and no progress was made. It's weekend and we start to move, we don't have wifi at the new house and we can't get a hold of herotel.I have removed the dish and router and accessories myself at this point because we can't leave it at the old house.Phoned them again on Tuesday morning they don't understand what I'm requesting an installation or a relocation?Also not the first time we are dealing with this same issueHonestly better off without wifi than to struggle with a provider that doesn't provide.

The service of Herotel is not good at all. Would give them a zero of I could. Paying for 50mbs and daily from around 16:00 receive less than 25mbs.

After the severe thunderstorms over the weekend our internet has been off line. I phoned Saturday morning 8h00 to inform technical support, a call was logged and a technician call out was supposed to be logged as well. No call back, no technician. Monday morning I phoned again, technical support informed me that a technician call out was logged and admin will phone me - it is Tuesday 14h29, been on the phone for 7m17s and phoned 3 times today - still awaiting the technician or call back. Where I am situated there is no other service provider and secondly I work online which for the past 2 days really became a huge problem and embarassment. I even took a photo and send it to support as proof of connection failure.

After accidentally bumping into their marketing manager who promised that a solution could be found to my unique situation, I was very disappointed to be contacted later by, I assume a junior personnel member, to inform me of what I had already told this senior marketing person i.e. that there is no LOS. Asking for his number it was refused.I am certainly not surprised that having a look at their review score that their are so many poor reviews. Thank goodness I have not burnt my fingers.

Poor service. No communication. And they work like a bunch of Government officials making promise's and excuses , blame sifting and resolving nothing. And calls are declined when making enquiries.

If I could give them less than one star, I would. Our homes and our business were with Xpress Herotel. If we have gone through a week without any issues with our WiFi connection it would have been a great week. When you call, they cannot help you remotely and send out a technician (of course so that you have to PAY them even more money!) - technicians come say they repaired the problem, a day later connection and bandwidth problems YET AGAIN! They don’t care for their customers because our choices are limited to none other than them. They very happy to invoice, over charge and give you nothing what you pay for. Out of our four accounts, we have cancelled two. Sent head office an email about why we cancelling - not even a reply or a call back. Herotel think they too big for their customers. Eventually this will catch up to them.

Applied for connection 20/04/2021. All of us in Sabie were promised end July 2021 fiber will go live if all goes well. Mid September 2021 was the new date which again did not happen. Then it changed to November with everyone on line at end December 2021, which again did not happen. Currently still no one live in Sabie (although a few people have their routers and await going live since January 2022) and as I just spoke to one of the scheduling team consultants, there is NO given date that she can give as to when they plan to go live. My question is as to what kind of serves to expect when live, as every time there is currently a different excuse as to why they are not live yet?

When you are told that you will receive a call back" let me just tell you that it won't happen. Horrible service from admin/ scheduling department

The worst company ever. Would rate them zero if I could. I have been paying for a system that doesn't work. No internet, no service, but they are fast to send you an invoice to pay your account each month - that is the only thing that Herotel is good at, taking customers money! No technician has bothered to show any form of support or even do their job. But can I kindly provide you with an invoice of all the data I had to purchase throughout the last month then you cam deduct it from my monthly. Seeming that you don't bother to fix or even take a look at the problem! It's impossible for you to sort out the problem over the phone but you don't bother to send a technician to come and take a look.Your communication is also very poor, we have sent 3 emails regarding the same problem that you haven't even bothered to reply to. Useless!Paying for internet that doesn't WORK!