Our Self-Help Guide

If you are having problems with your connection try these basic troubleshooting tips before calling us:

  1. Try connecting to www.herotel.com with the device you’re experiencing an issue on
  2. If the page doesn’t load try connecting to www.herotel.com with a different device
  3. If only one device is not connecting disconnect it completely from your Wi-Fi, wait 30 seconds and then try reconnecting it
  4. If both devices cannot load our website make sure that all the cables are properly plugged in to the router, and it has power
  5. Restart your router by switching the power off, waiting for 30 seconds and then powering it back up

Still having issues? Try these advanced troubleshooting tips:

  1. Wireless customers: is there still clear line-of-sight between your antenna and our mast i.e. there are no new obstructions like walls or trees that may be blocking the signal?
  2. Are you too far away from the router. Move closer to see if the connection improves.
  3. Are there any service outages in your area? We’ll send you a message to the registered mobile number on our system as soon as we become aware of an outage impacting on you.  
  4. Check for Device Issues. Sometimes the issue could be with your device rather than your internet connection. Make sure your device’s software is up to date, and that there aren’t too many applications or browser tabs running at once.

If you’ve tried all these steps and you’re still experiencing issues, our Customer Support team is here to help. Contact us via phone or WhatsApp chat, and have the following information ready:

  • Your account number and contact details
  • A description of the issue
  • Any troubleshooting steps you’ve already taken