Frequently asked
questions.

We get asked these a lot. So, here’s the low down!
Q: How do I know if I have coverage?

A: That’s easy! Simply enter your address into our coverage checker and complete your details. If wireless is available, a consultant will be in contact with you to confirm coverage. If fibre is available in the area, you can place an order immediately with one of our consultants.

Q: How do I place an order for your service?

A: It couldn’t be simpler. Get in touch with us via phone, email or pop into your nearest branch, where our friendly sales staff will assist you in completing your order.

Q: How long does it take before my service is installed?

A: We work speedily to connect you to our speedy internet service.

Q: What are the best internet speeds for watching video?

A: Essentially, the quality of what you are streaming impacts the speed you need. For example, the minimum internet speed recommended for streaming Netflix is 3 Mbps. But, if you want to want to watch at higher qualities, you would need a higher speed.

To stream videos in standard definitions, at least 3 Mbps is recommended.
To stream videos in HD, at least 5 Mbps is recommended.
To stream videos in HDR or 4K, at least 25 Mbps is recommended.

Q: How does the Fair Usage Policy (FUP) on Bronze and Silver products work?

A: FUP’s can seem confusing, but it actually comes down to a basic principle. Rather than simply pausing your connection until the following month, if you exceed the data limit on your plan, we slow down your internet speed instead. This slows down your data usage until the usage balances, and your speed returns to normal levels.

This is much better for you because you never lose connection to the outside world, even when you have a slower line after you exceed your monthly limit.

Q: How far does my WiFi signal reach?

A: A typical WiFi signal has a range of around 30 metres. This can be reduced due to factors such as the modem/router’s ability, walls or other obstacles.

Q: What do I do if I need to relocate?

A: We ask that our clients notify us at least 3 weeks before moving day. This gives us enough time to see if your new location is within our coverage area. All equipment should be left as is – instead, a Herotel field Technician will relocate it.

If your new home falls within one of our coverage areas, a new service order form will need to be signed. On wireless, a once-off relocation fee will be charged depending on the complexity of the move. For fibre, provided that you relocate to an area that has fibre as well, you will be liable for installation and activation fees.

If your new home is outside of one of our covered areas, normal cancellation terms and conditions will apply.

Q: How do I cancel my service?

A: We’ll be sad to see you go, but your local branch account department can assist you in cancelling your connection.

Q: Can I stop my service when I go on holiday?

A: Unfortunately, that is not possible. As operators of your reliable network, we never stop ensuring that you stay connected, continuing to run your connection, monitor links and manage billing. That means that unfortunately, you cannot hit pause on our services.

Q: Does the weather affect wireless internet connections?

Rain or hail can affect signals slightly. Luckily, we plan for worst case scenarios to ensure an uninterrupted service, no matter what!

Still have some burning questions?
Contact us and we’ll get back to you ASAP.

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