Question 1

How do I pay my bill?

Accepted Answer

Hermes Telco bills monthly via direct debit from your nominated payment method. Your first payment is taken on activation and then monthly on the same date. You can view your billing history in your customer portal at hermestelco.com.au/account.

Question 2

Is there a lock-in contract?

Accepted Answer

No. All Hermes Telco plans are month-to-month with no lock-in contracts. You can cancel or change your plan at any time with no early termination fees.

Question 3

What happens if I go over my data limit?

Accepted Answer

For NBN plans, all plans include unlimited data so you will never exceed your limit. For mobile plans, once you use your included data your speed will be shaped to 1 Mbps for the remainder of the month — no excess charges apply.

Question 4

How do I make a complaint?

Accepted Answer

We take complaints seriously. Please submit a support ticket at hermestelco.com.au/contact or visit our complaints page at hermestelco.com.au/legal/complaints. We aim to resolve all complaints within 15 business days. If you are not satisfied, you may contact the TIO at tio.com.au or 1800 062 058.

Question 5

Do you offer business plans?

Accepted Answer

Currently Hermes Telco offers residential NBN and mobile plans. Business-specific plans are coming soon. In the meantime, our existing plans are suitable for small home offices and sole traders. Contact us to discuss your requirements.

Question 6

Can I keep my existing phone number?

Accepted Answer

Yes! You can port your existing mobile number to Hermes Telco. The porting process typically takes 1–3 business days once we have verified your details. Do not cancel your current service until your number is confirmed active on our network.

Question 7

What network does Hermes Telco use for mobile?

Accepted Answer

Hermes Telco mobile services run on the Optus 4G/5G network, providing coverage to over 98.5% of the Australian population. You can check coverage at your address using the coverage checker on our mobile plans page.

Question 8

How do I set up my SIM card?

Accepted Answer

Insert your Hermes SIM into your device and restart it. For data, go to Settings → Mobile Data → APN Settings and enter: APN: connect (Username and Password: leave blank). Your service should activate within a few minutes. If you have issues, contact our support team.

Question 9

How long does NBN activation take?

Accepted Answer

Most NBN connections are activated within 2–5 business days for existing premises. New developments or properties without an active NBN connection may take up to 15 business days. We will keep you updated throughout the process.

Question 10

What NBN connection types do you support?

Accepted Answer

Hermes Telco supports all NBN connection types including FTTP (Fibre to the Premises), FTTN (Fibre to the Node), FTTC (Fibre to the Curb), FTTB (Fibre to the Building), HFC (Hybrid Fibre Coaxial), Fixed Wireless, and Sky Muster Satellite. Your connection type is determined by the NBN infrastructure at your address.

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