H
Herotel
Unclaimed Business
H
Herotel
Unclaimed Business
299 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Herotel faces severe criticism across virtually every aspect of its service delivery. Customers consistently report prolonged internet outages, unresponsive support channels, billing errors leading to wrongful disconnections, and installation appointments that are repeatedly missed. The overwhelming majority of reviews describe deep frustration, with many customers stating they would never recommend the provider and are actively seeking alternatives.
Top Strengths:
- •Installation, Activation & Setup: While overwhelmingly negative, a small number of customers report that once a technician eventually arrives, the physical installation work itself is completed. However, scheduling failures dominate the experience.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
1.8
Score
Ranking
#26
in Fibre & Broadband
NPS Score
-85
Recommended: Unlikely
Review Distribution
1.1|299 Reviews
May '25 - Apr '26
5(1.2%)
4(0.4%)
3(0%)
2(2.8%)
1(95.6%)
5(1.2%)
4(0.4%)
3(0%)
2(2.8%)
1(95.6%)
Recent reviews (299)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMM
Mimi M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:30
WIFI Down for more than a week now
My Uncle's Wi-Fi has been down from last week - No help or updates from Herotel, they keep sending technicians who do not know what to do - they say my problem needs maintenance but no one from maintenance has came or contacted me for an update.
Helpful (0)
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Mimi M
1 reviews | Active since Jan 2020
19 Mar 2026, 10:30
WIFI Down for more than a week now
My Uncle's Wi-Fi has been down from last week - No help or updates from Herotel, they keep sending technicians who do not know what to do - they say my problem needs maintenance but no one from maintenance has came or contacted me for an update.
0
Replies (0)TD
T.D Doorgha
1 reviews | Active since Jan 2020
18 Mar 2026, 18:29
Poor service herotel
Stay away from herotel terribly poor connection and always crashing. When you connect the technical department no help whatsoever from them.
Helpful (0)
|Replies (0)TD
T.D Doorgha
1 reviews | Active since Jan 2020
18 Mar 2026, 18:29
Poor service herotel
Stay away from herotel terribly poor connection and always crashing. When you connect the technical department no help whatsoever from them.
0
Replies (0)NS
NTHABELENG S
1 reviews | Active since Jan 2020
18 Mar 2026, 16:38
Useless connection
What a disappointment, they are very unprofessional, our signal has been down for a whole week now and have been trying to get help from them since then. I'm a very unhappy costumer, I feel like these people do not value their customers
Helpful (0)
|Replies (0)NS
NTHABELENG S
1 reviews | Active since Jan 2020
18 Mar 2026, 16:38
Useless connection
What a disappointment, they are very unprofessional, our signal has been down for a whole week now and have been trying to get help from them since then. I'm a very unhappy costumer, I feel like these people do not value their customers
0
Replies (0)CJ
Clinton J
1 reviews | Active since Jan 2020
17 Mar 2026, 09:39
Pathetic internet herotel
Pathetic internet service. Been using vodacom for weeks now, I suggest everyone boycott herotel to make a point. They throttle us after 1800 and choose what download speed we get instead of the 50meg up and down.....down with Herotel jeffreys bay and everywhere else
Helpful (0)
|Replies (0)CJ
Clinton J
1 reviews | Active since Jan 2020
17 Mar 2026, 09:39
Pathetic internet herotel
Pathetic internet service. Been using vodacom for weeks now, I suggest everyone boycott herotel to make a point. They throttle us after 1800 and choose what download speed we get instead of the 50meg up and down.....down with Herotel jeffreys bay and everywhere else
0
Replies (0)MM
Mahlatsi M
1 reviews | Active since Jan 2020
16 Mar 2026, 12:49
Bad service and bad business practices.
I am so disappointed with the service herotel is offering, on Tuesday the 10th my WIFI started to flash a red light, due to panic that I am no able to connect I did reset the WIFI and mind due the was no prior communication that the WIFI is offline and now I am being told that once you reset the Router it reset your login details 💔 😢 I logged a ticket on the website 3751575 I was informed that it takes 1 to 2 days to allocate a technical around my area to come fix the issue of unable to pick up my WIFI name after resetting the Router, today is day 6 and no one is willing to help and even the consultant on WhatsApp are lazy taking time to respond this not good business as I paid for the services but I cannot utilize the services. May I have someone higher to attend to this. Still unable to pick up my WIFI name today I spoke to Max on WhatsApp he requested my SN number and then he went away! This is nonsense service 🙄 😒
Helpful (0)
|Replies (0)MM
Mahlatsi M
1 reviews | Active since Jan 2020
16 Mar 2026, 12:49
Bad service and bad business practices.
I am so disappointed with the service herotel is offering, on Tuesday the 10th my WIFI started to flash a red light, due to panic that I am no able to connect I did reset the WIFI and mind due the was no prior communication that the WIFI is offline and now I am being told that once you reset the Router it reset your login details 💔 😢 I logged a ticket on the website 3751575 I was informed that it takes 1 to 2 days to allocate a technical around my area to come fix the issue of unable to pick up my WIFI name after resetting the Router, today is day 6 and no one is willing to help and even the consultant on WhatsApp are lazy taking time to respond this not good business as I paid for the services but I cannot utilize the services. May I have someone higher to attend to this. Still unable to pick up my WIFI name today I spoke to Max on WhatsApp he requested my SN number and then he went away! This is nonsense service 🙄 😒
0
Replies (0)LL
ZN
Zodi N
1 reviews | Active since Jan 2020
13 Mar 2026, 12:49
Two months of unresolved internet issues. Poor upload speed and dismissive support.
I have been dealing with the same unresolved internet issue for almost two months, and the experience with support has been extremely disappointing. The core problem is very simple: my upload speed is extremely poor, which is making the connection unstable and unreliable. While the download speed sometimes appears acceptable on a speed test, the connection clearly does not function normally in real use. Because of this, basic things like streaming on our TV often does not work, and if more than two people are using the Wi-Fi at the same time, we are suddenly told that we are “maxing out” the connection. This makes absolutely no sense considering that before these last two months, our household could easily have multiple devices connected, someone watching YouTube, someone scrolling on TikTok, and the TV streaming, without any issues at all. What has made this situation even more frustrating is the conflicting and inaccurate information from some support agents. I have now had two different agents tell me that upload speed is “not necessary” and even ask me why I would need good upload speed. That statement is simply incorrect. Upload speed plays a role in maintaining a stable connection, streaming services, video calls, sending data, cloud services, and normal multi-device household usage. Dismissing the problem because the download speed looks fine does not solve the issue. To be clear, not every agent I spoke to was unhelpful, but there are a few interactions that were extremely frustrating and dismissive. Being told that upload speed “doesn’t matter” when the connection clearly isn’t working properly feels like the problem is being brushed aside instead of properly investigated. I have also been told multiple times that the issue has been escalated, that the line would be refreshed, that firmware would be updated, or that someone would contact me. Yet the problem continues. For the sake of transparency: I have kept all communication for the past two months. I have not deleted anything. I have screenshots of the conversations, the reference numbers, the dates, and the agent names involved in these interactions. At this point I am simply asking for what any paying customer expects: A stable internet connection that works for normal household usage, and a support process that actually follows through on resolving a reported fault. Two months is more than enough time to identify and fix a connectivity issue. I am posting here in the hope that someone at a higher level will finally take ownership of this problem and properly investigate the underlying cause of the extremely poor upload performance, instead of repeatedly resetting the line and closing the ticket without a real solution.
Helpful (0)
|Replies (0)ZN
Zodi N
1 reviews | Active since Jan 2020
13 Mar 2026, 12:49
Two months of unresolved internet issues. Poor upload speed and dismissive support.
I have been dealing with the same unresolved internet issue for almost two months, and the experience with support has been extremely disappointing. The core problem is very simple: my upload speed is extremely poor, which is making the connection unstable and unreliable. While the download speed sometimes appears acceptable on a speed test, the connection clearly does not function normally in real use. Because of this, basic things like streaming on our TV often does not work, and if more than two people are using the Wi-Fi at the same time, we are suddenly told that we are “maxing out” the connection. This makes absolutely no sense considering that before these last two months, our household could easily have multiple devices connected, someone watching YouTube, someone scrolling on TikTok, and the TV streaming, without any issues at all. What has made this situation even more frustrating is the conflicting and inaccurate information from some support agents. I have now had two different agents tell me that upload speed is “not necessary” and even ask me why I would need good upload speed. That statement is simply incorrect. Upload speed plays a role in maintaining a stable connection, streaming services, video calls, sending data, cloud services, and normal multi-device household usage. Dismissing the problem because the download speed looks fine does not solve the issue. To be clear, not every agent I spoke to was unhelpful, but there are a few interactions that were extremely frustrating and dismissive. Being told that upload speed “doesn’t matter” when the connection clearly isn’t working properly feels like the problem is being brushed aside instead of properly investigated. I have also been told multiple times that the issue has been escalated, that the line would be refreshed, that firmware would be updated, or that someone would contact me. Yet the problem continues. For the sake of transparency: I have kept all communication for the past two months. I have not deleted anything. I have screenshots of the conversations, the reference numbers, the dates, and the agent names involved in these interactions. At this point I am simply asking for what any paying customer expects: A stable internet connection that works for normal household usage, and a support process that actually follows through on resolving a reported fault. Two months is more than enough time to identify and fix a connectivity issue. I am posting here in the hope that someone at a higher level will finally take ownership of this problem and properly investigate the underlying cause of the extremely poor upload performance, instead of repeatedly resetting the line and closing the ticket without a real solution.
0
Replies (0)jM
jeffrey M
1 reviews | Active since Jan 2020
12 Mar 2026, 19:47
Worst internet SP I have come to known
Herotel the worst internet SP choice I made they just don't care and its my prayer that they will liquidate very soon. They just want your money because they know they have monopoly on fibre in my area. However let me give them a friendly warning Openserve in conjuction with vodacom are taking over in my area. Even writing ✍️ and posting this review was a struggle
Helpful (0)
|Replies (0)jM
jeffrey M
1 reviews | Active since Jan 2020
12 Mar 2026, 19:47
Worst internet SP I have come to known
Herotel the worst internet SP choice I made they just don't care and its my prayer that they will liquidate very soon. They just want your money because they know they have monopoly on fibre in my area. However let me give them a friendly warning Openserve in conjuction with vodacom are taking over in my area. Even writing ✍️ and posting this review was a struggle
0
Replies (0)