Basic Troubleshooting
- Try connecting to www.herotel.com using the device you’re experiencing issues on.
- If the page doesn’t load, try connecting to www.herotel.com using a different device.
- If only one device is not connecting, disconnect it completely from your Wi-Fi, wait 30 seconds, and then reconnect it.
- If multiple devices cannot load the website, check that all cables are securely plugged into the router and that the router has power.
- Restart your router by switching it off, waiting 30 seconds, and then switching it back on.
Advanced Troubleshooting
- Wireless customers: Ensure there is still a clear line of sight between your antenna and our mast. New obstructions such as walls or trees may affect the signal.
- Check your distance from the router. Move closer to see if the connection improves.
- Check for service outages in your area. We will send a message to the registered mobile number on your account as soon as we become aware of any outages that may affect you.
- Check for device-related issues. Ensure your device’s software is up to date and
that there are not too many applications or browser tabs running at the same time.
Still Need Help?
If you’ve tried all the steps above and are still experiencing issues, our Customer Support team is here to help. Please contact us via phone or WhatsApp chat and have the following information ready:
- Your account number and contact details
- A clear description of the issue
- Any troubleshooting steps you have already tried
