HeroTel = HeroFail

PanSan

PanSan

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So at exactly 00h00 this morning, HeroTel did a April fools joke on us, i suspect all Fibre clients by disconnecting them all. As of now, 10h58, after numerous system reboots, contacting them via their WA support that only lets you have a session of 10 seconds before the agents terminate the chat. There is no official notice that ive seen or a message from them sent to clients pertaining to this issue.

So while i was busy with a client from the US and rudely disrupted my connection, it seems they have lost the plot by thinking they are a big company and will get away with this eventually.

Who else has issues or have active connection? Cause its highly unlikely that a mere scheduled "upgrade" to their website, caused a national issue and no-one is talking about it, while their support dont assist, just sends you instructions to reboot your system (done hundreds of times) and no actual human to talk via their WA support.
 
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How do you know it's Herotel? How do you know some idiot didn't cut through the fibre down the road?

Massive assumptions all round the others are even affected.

Tried picking up a phone instead of using WhatsApp and jumping on forums?
 
SauRoNZA said:
How do you know it's Herotel? How do you know some idiot didn't cut through the fibre down the road?

Massive assumptions all round the others are even affected.

Tried picking up a phone instead of using WhatsApp and jumping on forums?
Click to expand...
Ah, smart liberal reply there.

1. If the Fiber was cut, on exactly 00h00, it would be very odd....
2. ONT shows green to exchange, hence radius server "gone"....
3. Telephone lines down, only viable via "WhatsApp", like WebAfrica, you can only communicate via WA Support. Website support link (404)....

So before you think you are as "smart" as you think, all options was already considered and checked.
 
SauRoNZA said:
How do you know it's Herotel? How do you know some idiot didn't cut through the fibre down the road?

Massive assumptions all round the others are even affected.

Tried picking up a phone instead of using WhatsApp and jumping on forums?
Click to expand...
We have the same problem. At 00:00 herotel went dark. And we're using their wifi internet. Not sure what they're doing but it's not funny
 
I see my session has been up since around midnight, so I must have dropped at the same time but came back. Could be that the your local BNG could not cope with the load of all the users coming back at the same time.

I have also not seen the local Telecoms group blow up, which it does when ZeroTel (sounds better than HeroFail IMO) drops.

The move to WA support is a bad move if you ask me. I have had the "call" dropped on me more times than I can count, especially when the agent realise that I know more about networking than they do and they can't bamboozle me.
 
Was told, by a support technician, that they changed accounting software, and anyone they didn't move over to the new software had their internet cut
 
Our internet is back, had to reboot, after speaking to the tech
 
For one, this should never have happened, poor planning, wonder who was the engineer doing this conversion if any. Then that a client's whole profile vanishes, after being with them for a few months.... things does not add up, someone fked up badly, now they waiting on clients to communicate with them to see whom got left behind cause no backup.
 
Haven't had internet at the office all day. We got told it's some auth problem (no further info given) and that they're working to fix it, so should be back up by tomorrow
 
All of our agents are currently busy, press 0 to hang up or continue to hold for an agent... every 5 minutes for the whole day. Definitely an ID10T error in combo with a PBKAC.
 
are you guys able to access your profiles still? using prepaid and cannot log in back into my account to recharge
 
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