Hero Internet FAQ

We recommend before contacting our Support team that you first click here and search our FAQ to see if you can find the answer you are looking for.

  Hero Internet Remote Support

  Network Status & Planned Work

Follow our Twitter Feed to keep up to date on any network issues or upcoming planned works

Existing customers

Log into Hero Internet Portal to open a support ticket

Other enquiries

Complete our Contact Form


Email: support@hero.co.nz


Call: 0800 YOUR HERO (0800 968 743)
Outside NZ: +64 9 242 0001

General Technical settings

Customers with their own SIP enabled phone, gateway or PBX are free to use this to connect to Hero Internet's service. The device must be SIP v2 compatible. Refer to the settings below for a guide to how you should configure your device to connect to the Hero Internet service.

Username/Login/User ID:Your Hero Internet Phone Number (e.g. 092420000)
Authorisation Name/Display Name:Your Hero Internet Phone Number (e.g. 092420000)
Password:Your Hero Internet Phone Password (assigned in our portal)
Outbound Proxy:sip.hero.co.nz
DTMF Mode:rfc2833 (or AVT/out of band)
Default voice codecs:G.711 alaw, G.711 ulaw, G.722, G.729a, Opus. (NOTE: Please use 20ms frames or a 'ptime' of 20 for your media. A 'ptime' of 10 is not supported)
Default video codecs:H.264, H.263
SIP Transport:UDP, TCP or TLS (TLS preferred)
SIP port:5060 or 50600 (udp, tcp) or 5061 (tls)
STUN Server:stun.hero.co.nz (port 3478)
Hero Internet Recursive DNS Servers
(for customer use)
Firewall Rules:Allow all traffic from subnets (Primary), (Failover) and (Apps) for UDP portrange 1024-50000 and TCP port 5060 and 5061

Feature/Star Codes

Many features can be controlled using 'star codes' on your handset. Click here for a full list of available star feature codes.

Voicemail Service

You can check your voicemail from any Hero Internet phone line by simply dialing *55 on your handset. If you wish to check your voicemail externally from a non-Hero Internet phone then you can dial:

  +64-9-242-0000 (or 09-242-0000 inside New Zealand)

You will be prompted for your phone number (which should be in 0xxx format) and then your PIN code. Before you can do this however you will need to assign yourself a PIN number in our customer portal at:


Simply login and then select the line you want to edit and then under Inbound calls select the Voicemail option to assign a PIN code in the 'Voicemail PIN number:' field. You can also forward voicemails to an email address and setup other options in this page.

Faxmail Service

Customers can add a fax number to their account, allowing them to send and receive fax messages by email instead of using a physical fax machine. Click here for a guide on how to use our Faxmail service.