FAQs

FAQs

Switching to Primus
Line Transfer
Faults
Invoices
Payment
Moving business premises
Broadband

Switching to Primus

What happens when I sign up to Primus?

We will contact your existing telecom provider and request the transfer of your calls and line rental. We will then send you a welcome pack and confirmation that the transfer is taking place and your right to cancel within 14 days. Your existing supplier will also write to you to confirm that you have cancelled your service with them. A copy of the service Terms & Conditions can here

A couple of days after you have signed up to the service you can expect a welcome call from your named Primus Account Manager.

Will there be any interruption or changes to my services?

No. Your business line will remain working during the period of transfer along with any existing services you have in place such as Voicemail or Call Divert.

How long does it take to move to Primus?

Moving your business phone line to Primus usually takes around 21 days.

How can I be sure I am getting the best package available?

If BT or any other supplier offers you a lower tariff then call us immediately; we will review the offer and beat it by creating a bespoke tariff that is tailored to your business.

The Primus Price Promise will ensure you are always getting the best deal on your communications.

Line Transfer

Which types of line can I move across to Primus?

Primus can transfer calls and line rental services for standard analogue, ISDN2 and ISDN30 lines from BT.

If you have a Featureline (Embark, Centrex or Featurenet) line then you can transfer your calls to Primus but your line rental will remain with BT.

Can I move my business PBX system or switchboard?

If you have a switchboard for your business and make use of a PBX system then you can transfer your calls and line rental to Primus. Any maintenance of the on-site equipment will remain with your equipment maintenance provider.

Will I have to start a new contract for my broadband?

You can add on a phone and landline rental plan without changing your broadband service or contract.

What are the setup fees?

There are no charges to the customer for moving the phone line.

Can I transfer my service if I am already in contract with another supplier?

If you are still within a minimum contract period with another supplier then you may need to pay a cancellation fee to that supplier to transfer to Primus. If you have been in contract but are outside of the contracted period then Primus can move your lines without you being charged by your existing supplier.

Faults

Who should I contact if I experience problems with my line?

You should contact Primus. We operate a 24hour Fault Line to handle issues at all times of the day.

When there is a fault on the line, who carries out the repairs?

As your line is still part of the Openreach (a BT group business) UK network, it will be Openreach (a BT group business) engineers that repair the line in the event of a fault.

How long does it take to repair a fault?

Once you report a fault to us we commit to having it repaired in the same timescales as BT offer their customers – a maximum of 72 hours for standard lines.

If there is a problem with my line, will there be a charge for having it fixed?

If the problem is out of the customer’s control Primus won't charge the customer. However, if the Openreach (a BT group business) engineer finds that the fault is caused by the customer (e.g. damaged wiring or master socket), you will be liable for a call-out charge of £58.75 (inc. VAT).

Does Primus provide any enhanced service packages for fault repair?

Yes and you can upgrade to these improved fault support packages at any time by contacting your Account Manager.

Invoices

Do I get an itemised bill?

Yes, Primus provides you with a fully itemised monthly bill.

When do I receive my bill each month?

Primus will send your invoice around 17th day of each month, covering the previous month’s usage.

Payment

What payment methods does Primus accept?

Our preferred method of payment by customers is Direct Debit or mandated Credit Card payment. We do however permit cheque/giro and one-off credit card payments for a small fee of £1.50 per month.

How long do payments take to reach Primus?

Debit and Credit card payments are shown against your ledger on the same day. Payments by giro take 5 working days to receive. If you send a cheque please allow 5 working days for us to receive them – they will then be cashed the same day.

What happens if I fail to pay or payment could not be taken?

You must ensure your payment details are up-to-date and correct. If your Direct Debit has been cancelled, or Credit/Debit card has expired you must make sure that this is setup again.

If we can't take payment Primus will issue a letter to you to let you know. The letter will explain what you need to do next and how you can pay the outstanding amount.

Moving business premises

What happens to my service if I move offices?

Please contact your named Account Manager at least 1 month in advance of any potential move so that they can arrange the transfer of your service to the new premises.

Important note: please do not contact another provider to activate the phone line at your new address. This will cause problems when Primus come to move your existing service to your new address.

I am moving to new premises which don’t have a telephone line. What should I do?

Our service supplier (Openreach (a BT group business)) will need to install a new line. Primus will arrange this for you and you will be charged a standard fee of £85 (excl. VAT) to do this.

My new premises have a telephone line but this has been disconnected. How do I get it connected again?

This rarely happens. However if your new property does have a disconnected telephone line, it will need to be reconnected by our service supplier (Openreach (a BT group business)). Primus will arrange this for you and you will be charged a standard fee of £85 (excl. VAT) to do this.

How long will it take to get a telephone line installed?

If the new address you are moving to is moving to has an existing telephone line, our service supplier can usually reconnect this in a minimum of 5 working days (or on a working day of your choice after this). Your broadband will be moved once your telephone line has been moved to your new address.

Can I keep my current telephone number?

Yes, but only if the premises you are moving to are serviced by the same telephone exchange. Where your number has to change due to an office move a charge of £15 will apply. In most circumstances moving your phone service will mean this has to be relocated to a new telephone exchange. Your existing telephone number cannot be kept where a change of telephone exchange is needed.

Broadband

Can I switch to Primus from my existing broadband provider?

Yes. Simply call your existing broadband provider and ask them for your MAC code (Migration Authorisation Code). Example: BBIP123456789098/DT9AA. Then call and give this to Primus and we will transfer your service over to our network.

How long will it take to transfer the service?

Usually quite quickly, the most it should take to get your Primus Broadband up and running is two weeks – depending on whether you’re migrating from another ISP or starting fresh with broadband for the first time.

Do I get a modem?

Primus has access to a wide range of wired and wireless routers at very competitive prices. Please contact your Account Manager for further details on available routers.

Can I set up a wireless connection?

Of course! Wireless means that network signals are sent via radio waves rather than actual wires allowing PCs to go online without cumbersome cables and taking up space in the office. Contact your Account Manager for further information on Primus’ wireless options.

Do I get email addresses?

Yes. Primus will provide you with 5 email addresses.

Does Primus supply a static IP address?

Yes. Primus will provide you with a static IP address if required.

What is Primus’ fair usage policy on the unlimited downloads?

Primus’ broadband fair usage policy is designed to ensure users get a quick and reliable service whenever they need it. For more information visit Broadband Fair Usage Policy.