Herotel - The Woes.

TheSlinger

TheSlinger

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So we are not having a good time with Herotel. Despite several people we know saying they have no issues...

We've had nothing but issues.

Multiple devices keep showing "Connected with no Internet", upload speeds are dial up, and it is impossible to use for any virtual meetings.

Router configs looked fine to me with regards to the channels, widths etc. I did notice some strange logs being shown. This i escalated to Herotel support via the ticket portal (which shows nothing to me, no confirmation of a ticket)

I got no reply. Had to contact them directly.... Since then:

They say all is fine on their side.
I have been locked out of the router. (Which is not mentioned in any terms of use or acceptable usage policy)
They have fiddled with multiple settings (apparently) over the last two weeks.
They have blamed other devices in the house like the microwave. Which is not close to or even between the router and any devices.

No Progress. Issues persist.

I lie, they have broken the _5G frequency of the router.


So if you are thinking of taking up a Herotel package - Don't.
 
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Sounds like a DNS issue, have you tried manually setting your devices to connect to 1.1.1.1 or 8.8.8.8 as an alternative DNS to test see if it is this. I know Herotel loves giving out the Hap mini Mikrotiks as a router for end users. Keep bugging them to test.
 
They locked me out of my Router aswell this week and my camera system and some smart devices all stopped working. For 3 days now I have been trying to contact them. Their stupid whatsapp agents only say I wasn't suppose to have router password to begin with and they cannot help. I said it's not fine I had multiple static IPs and port forwarding setup on my router that is obviously now gone. They said a Manager would contact me. Still nothing. Scouring the internet for any help reveals 0 results. Treating us like children.
 
Wack said:
They locked me out of my Router aswell this week and my camera system and some smart devices all stopped working. For 3 days now I have been trying to contact them. Their stupid whatsapp agents only say I wasn't suppose to have router password to begin with and they cannot help. I said it's not fine I had multiple static IPs and port forwarding setup on my router that is obviously now gone. They said a Manager would contact me. Still nothing. Scouring the internet for any help reveals 0 results. Treating us like children.
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Zerotel suck
 
Wack said:
They locked me out of my Router aswell this week and my camera system and some smart devices all stopped working. For 3 days now I have been trying to contact them. Their stupid whatsapp agents only say I wasn't suppose to have router password to begin with and they cannot help. I said it's not fine I had multiple static IPs and port forwarding setup on my router that is obviously now gone. They said a Manager would contact me. Still nothing. Scouring the internet for any help reveals 0 results. Treating us like children.
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Yip, sounds like Herotel to me
 
Yeah, After almost another two weeks of multiple calls and each time them re-repeating the same things. With no actual change, because "nothing showed up on their side" I suggested hardware fault, commented on some logs I noticed on the router before being locked out.
They said nope, hardware is fine (without checking) logs wouldn't indicate anything helpful. And proceeded to repeat the same things.

I was asked to call back and quote the reference number when it was happening again so they could investigate their side then. an hour later, I did this, the support agent who answered took the reference, and couldn't help me. Said someone else would call me back - which did not happen.

I am that person who keeps this sort of thing in text, so I have a nice long email record of the conversations and lack of assistance.

I put in my cancellation. Unplugged and reset the router. Instructed the bank to stop the debit order.
In my view they have breached the contract already as the AUP and master terms agreement don't state that I would not have access to the router I am paying to use. I also mentioned this to them, they told me it is what it is.

So they can take me to court if they want to get any more money out of me.
 
TheSlinger said:
Yeah, After almost another two weeks of multiple calls and each time them re-repeating the same things. With no actual change, because "nothing showed up on their side" I suggested hardware fault, commented on some logs I noticed on the router before being locked out.
They said nope, hardware is fine (without checking) logs wouldn't indicate anything helpful. And proceeded to repeat the same things.

I was asked to call back and quote the reference number when it was happening again so they could investigate their side then. an hour later, I did this, the support agent who answered took the reference, and couldn't help me. Said someone else would call me back - which did not happen.

I am that person who keeps this sort of thing in text, so I have a nice long email record of the conversations and lack of assistance.

I put in my cancellation. Unplugged and reset the router. Instructed the bank to stop the debit order.
In my view they have breached the contract already as the AUP and master terms agreement don't state that I would not have access to the router I am paying to use. I also mentioned this to them, they told me it is what it is.

So they can take me to court if they want to get any more money out of me.
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Look I totally agree with you, but some ISPs/WISP's offer a free-to-use router and they hide behind that clause in their make-belief contract. But I do agree.
Tshwane Herotel I hear is an absolute pain. Well at least from the customers I have on my network. Bronberg/herotel = crappy
 
I get that I don't "own" the router, but for me "use" means being able to use all functionality.
 
Exactly. If they give us access and we break it then I must suffer consequence and pay them to fix. However I've been in control of my router since installation by telling the Install tech "look im not stupid".

At this point, since they are the only fibre in my area, I will buy my own router just so this madness can stop.
 
I need to check if my parent's login credentials still work. I had to beg them for it 3 years ago. Back then, they made it the same as the pppoe connection password.
 
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