Herotel/ Border Internet

I asked Herotel/ Border Internet to install fibre at my home some years back. They really did so, l was happy to finally have WiFi at home. Little did I know that their fibre only covered the room it was installed in. On noticing that, l called and reported this, the lady who attended to my call told me that l need to buy an extender, which l eventually did. Even after connecting this extender the WiFi was on and off in the other parts of the house. I even hired someone to assist me with this extender, but later it went back to being on and off.

In September my son was home from another province where he resides, he vowed to look at this problem before he goes back. He called our service provider and explained our problem. We have routers at home, they tried to assist him using these routers, but still to no avail. He was told that a technician has to come and look at this problem. Really the technician came, told us he has to add cable to the other wing of the house, we agreed to that. I told him have two routers, he said he had brought a used router that he uninstalled from another house, so he would install it and the company won’t charge us for it. I told my son that information, he confirmed it in front of me and the technician repeated the same thing. He then it’s okay if it’s working no problem. The technician did his job, the WiFi was fine and we were happy. I signed the the piece of paper he gave me, and we bid farewell to him.

Then came a call during the week, which wanted us to pay R1400+ , l felt it was too much because l take all this as their job not well done from the very onset. I told the lady l want to lay a query, who do l talk to, she transferred me to a very polite and understanding lady. She told me she would send my query to her senior who deals with my area. I appreciated that and thanked her. She told me to look out for an email for their response. The email arrived, l was told that they are discounting the call out fee, l am liable for the payment of the cable and router. The used router to my understanding. The discount was R500. Now my question was how much do l pay for the used router, surely l can’t pay a full amount for a used object. The story changed, the router installed is new, they even said they would talk to the technician. They came back to me telling me the name of the router and that type is new, it can’t be old. What do l know about their routers, except for what l was told by their employee? We became cheeky because we know what was told to us.

Another thing, the fact that those who came to install the WiFi here, didn’t check that their product is working well, is also my fault. They say l should check everything is working well before their people leave, did l know that their WiFi can only service one room? Have l ever installed WiFi? Why do they expect me to know all those dynamics? Why didn’t their people go around and check if their product ran smoothly? Now l am being a scapegoat for their incompetence, l have to take the blame for their shortfalls, simple because I am their stupid client. Now, they have sent an email charging the whole R1400+ and promised to disconnect my service. I have missed the part that the technician is not responding to our messages and calls.

As l write now, they have disconnected my WiFi, l had to buy data to write this review. The router saga is still hanging we are not satisfied at all, we are willing to pay for the price of a used router, not a new one whereas we were told it’s from another household.

I feel being bul**** and taken for granted by Herotel/ Border Internet, l have never missed a payment towards their WiFi to be treated with such disrespect. No wonder their Black consultants have no respect for clients, they talk like they own the world and don’t have good customer service. The other one even handed me over to a gentleman, who is a good listener, l think he is Joseph or Joshua. Those Black ladies take from their employers how to be disrespectful and to take customers for fools. One day they will have a good competition and the company will retrench them, if they don’t protect their bread.

Herotel/ Border Internet, get your house in order, don’t treat customers like fools who don’t know their rights, only know how to pay for your poor service. This is a return job and you know that, it’s just that you think you are dealing with a dimwit. Well l am willing to pay your money, but the router is used it’s from another household, l can’t pay for a new router. You are trying to recover the call-out fee you discounted, you don’t want to lose in this saga. It’s your technicians who did not go around and check if they did a good job. This is your brand treat it with care, l even regret recommending you to so many people, when you act like this when problems surface.