About Lingo
Getting Lingo
Using Lingo
Your Lingo Account
Lingo Features
Lingo Equipment
About Lingo
What is Lingo?
Lingo is a local, long distance and international phone service that uses a broadband Internet connection combined with voice technology to provide you with an alternative, cost-effective phone service. This technology is also known as Voice over IP, or VoIP.
What is VOIP?
VoIP stands for “Voice over Internet Protocol.” It is a new way of making and receiving phone calls over a broadband Internet connection. VoIP offers consumers the benefit of calling – locally, long distance and internationally – for less money, with comparable quality and reliability, as well as features in line and beyond many traditional fixed line phone service offerings.
Will Lingo save me money?
In most cases, Lingo customers will enjoy lower call rates than their current fixed line service. Take a look at our great call rates!
What do I need in order to use Lingo?
In order to use Lingo, you will need the following:
- A broadband Internet service such as DSL or Cable from Primus or any other Australian ISP. 256k/64k DSL connections are sufficient, however 512k/128k is recommended. Your modem must have an Ethernet port.
- An Ethernet port on your PC in order for you to use the Internet at the same time.
- Lingo phone adapter from Primus.
- Another telephone handset to plug into your Lingo phone adapter, in addition to the handset for your standard telephone service.
- Sufficient electricity supply for the phone adapter.
- A credit card with an Australian billing and shipping address if you are not currently a Primus customer.
- Retaining your standard telephone connection is highly recommended.
What Internet connections will Lingo work with?
DSL and Cable broadband services are suitable for use with Lingo provided your modem has an Ethernet port. Wireless and Satellite Internet connections are not recommended for Lingo. Broadband modems with only a USB port will not work with the Lingo service.
Dial-up Internet connections are also not suitable for use with Lingo.
Is an Internet service included with Lingo?
No, Lingo does not provide Internet access. Information on Primus’ broadband Internet plans can be found on our broadband pages of our website.
How reliable is the Lingo service?
Whilst the Lingo service is a very reliable service, it is subject to a number of external factors, which are beyond our control, and therefore we cannot absolutely assure our customers that it will be available unconditionally. For example, Lingo is dependent on your electricity supply, your broadband Internet connection, other carriers, and the Internet in general. Therefore Lingo is not recommended as a replacement for your standard fixed line telephone service, and so it is highly recommended that you retain your standard fixed line service.
It is also highly recommended that you inform any third-parties who come to your house (such as guests, babysitters, housekeepers, tradespeople) of the presence of your Lingo service, that the Lingo service differs from a standard fixed line service in some respects, and that they should not assume that the Lingo service will function identically to a standard fixed line service.
How does the sound quality compare to my current phone?
At best the quality is equal to your current phone line quality. In some instances due to Internet congestion and other factors beyond control of the service provider, sound quality may be reduced.
Does the “Customer Service Guarantee” (CSG) apply?
In consideration of the inherent limitations of VoIP and the lower cost of the Lingo service, we require you to waive your rights under the CSG, to the extent that the CSG is applicable to a VoIP service. More information about the CSG and this waiver is available on the Lingo and the Customer Service Guarantee ("CSG") page.
Getting Lingo
How do I sign up for Lingo?
Visit our
area
Follow our easy online order process and choose the plan that meets your needs. If you would rather place your order by phone, contact our sales department on 1300 85 00 00.
How much does it cost to call someone using Lingo?
View Lingo's great call rates
How long will it take to receive my Lingo phone adapter?
Most customers will receive their Lingo phone adapter in 5-7 days after signing up. If you do not receive your phone adapter within 7 days after placing your order, please call customer service on 1300 85 44 85.
How will you charge me for the service?
If you are already a customer of Primus, your Lingo service will be billed and paid as part of your current billing arrangements. If you are not currently a customer of Primus, you must provide us with a standing credit card arrangement for direct debiting of fees and charges.
Monthly charges, such as your monthly plan fee are billed in advance. Usage charges, such as calls are billed in arrears.
What is the minimum contract term?
There are no long-term commitments with Lingo; you can cancel at any time. Your plan fee will be billed monthly along with any call charges. Should you wish to cancel your service, you will be billed for the current months plan fee and any outstanding call charges.
Is Lingo service available in my area?
Lingo service is available wherever broadband services can be connected in Australia*.
* Limited exclusion in some exchanges in South Australia.
Will my Lingo phone number be listed in the phone book?
No. Your phone number will not be listed in the WhitePages™, YellowPages™ or directory assistance.
Using Lingo
Do I need a computer to use Lingo?
No. The Lingo phone adapter that we supply will connect directly to your broadband modem. You do need a broadband connection and retaining your fixed phone line service is highly recommended.
Note: In some cases a computer may be required for the initial set up of the Lingo service.
Can I use my computer and Lingo at the same time?
Yes. You can make and receive calls while surfing the web, however the Lingo service may be impaired if you do so, depending on the type of surfing or downloading, and your broadband connection speeds.
Does Lingo count towards my broadband data usage?
Yes. As Lingo uses your broadband connection to make and receive calls, it will count towards your broadband data usage. You should check this with your Broadband provider.
As a rough guide, a call on Lingo can use around 150Kb to 250Kb per minute. A 10-minute call would use roughly between 1.5MB and 2MB.
How can I tell the difference between Lingo and my fixed line service?
When you use Lingo, you will notice a different dial tone than the one you would normally hear on your fixed line service.
When calling other people, do they also need Lingo or another Voice over IP service (VoIP)?< | top
No. Lingo allows you to call other people in the same way you would with your fixed phone line service, without the high call costs.
Can I call any number using Lingo?
You will be able to call most phone numbers with your Lingo service, however some numbers cannot be called due to being barred for fraud prevention and other reasons. The following are a list of phone numbers or services that cannot be dialed:
- 090
- Satellite
- 1234
- Audio Text
- 4078300147
- 239291207
- 62361752402
- 2463472788
- 31622854436
- 239291051
- 239281209
- 239292239
- 239292237
- 239291056
- 67835002
- 2463472965
- 2463472776
- 448702461138
- 19010xxxxx-19010xxxxx
- 190112xxxx-190113xxxx
- 19020xxxxx-19021xxxxx
- 19023xxxxx-190249xxxx
- 190251xxxx-190251xxxx
- 190253xxxx-190254xxxx
- 190256xxxx-190289xxxx
- 1903xxxxxx-19063xxxxx
Can Lingo be used to call 000 emergency services?
Lingo can usually be used to call the emergency number 000, however you should not regard any VoIP service, including Lingo, as a reliable service in an emergency. You should also maintain a Basic Telephone Service, for use in emergencies and in case of a power failure.
How do I receive phone calls with my Lingo service?
In the normal manner, your phone rings, you pick it up and start talking. If your adapter is unplugged or out of service for any reason, the caller will receive an “Out of Service” automated voice recording.
What will my friends pay if they call my Lingo number?
Your friends will pay the same call rates they would be paying if they called your normal telephone service. However, if your friends also sign up to Lingo they can speak to you for free!
Should I keep my current fixed service when I sign up for Lingo?
Yes. You should retain your standard phone service to ensure you can make emergency calls if there is a power failure, or your broadband connection is temporarily unavailable or speed-throttled / shaped.
Can I move my current phone number to Lingo?
No. You cannot currently port your fixed line phone number to Lingo. Your Lingo service will come with its own unique phone number. Nor can you currently port your Lingo number to another service, unless we have porting agreements with your proposed new service provider.
Can I relocate my Lingo service to another address?
No. If you intend to move you should notify Primus by calling customer service on 1300 85 44 85 to enable us to arrange a new service at your new address.
Can I take my Lingo service with me when I travel?
No. You must not use your Lingo at a site other than the one you nominated at the time of signup.
Will Lingo work if power to the phone adapter is lost?
Lingo requires a mains power supply in order to operate. If power is lost, due to a power outage or blackout it will not work.
Can I use phone banking and other similar services with Lingo? (DTMF)
Yes. Primus has tested a number of these services, including phone banking and utility providers with menu based phone systems with positive results. Should you have problems using these services with Lingo, please contact us and we’ll do our best to rectify the issue.
Your Lingo Account
How do I change my personal information?
You can change your personal information by logging into your toolbox and clicking on the Edit Profile link in the left menu. Locate and click the Edit button next to the Account information section and begin updating your details. When finished, click on the Update button to apply the changes.
How do I change my billing address?
You can change your billing address by logging into your toolbox and clicking on the Edit Profile link in the left menu. Locate and click the Edit button next to the Billing Address section and begin updating your details. When finished, click on the Update button to apply the changes.
Can I change my plan at any time?
You can change your plan at any time during the month, however plan changes will only take effect on your billing anniversary date. To find out what your billing anniversary date is, look under the Edit Profile section in the toolbox for ‘Date Created’ (e.g.: If you were a member since 10/02/2006, your billing anniversary date is the 10th of each month)
Can I cancel the service at any time?
You can cancel your service at any time during the month, however charges will continue to apply until the end of the month in which you advised us of cancellation. After that, we may bill you for any outstanding Lingo usage in the last month.
What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any reason, we will notify you immediately via e-mail or phone. If we are not able to contact you within a reasonable amount of time or do not receive a response from you, we will suspend your account.
What should I do if my credit card is declined?
If your credit card fails payment, you will be notified via e-mail or phone that your payment has failed. To update your credit card details, log into your toolbox and click on the Edit Profile link in the left menu. Locate and click the Edit button next to the Account Information section and begin updating your details. When finished, click on the Update button to apply the changes.
How do I change my credit card information?
To update your credit card details, log into your toolbox and click on the Edit Profile link in the left menu. Locate and click the Edit button next to the Account Information section and begin updating your details. When finished, click on the Update button to apply the changes.
Who do I call if I have questions regarding my invoice?
You can contact customer service via email or call customer service on 1300 85 44 85.
Lingo Features
If I sign up with Lingo, will I still have the same features as my current telephone service? What features are currently available?
Although Lingo uses a different technology than your current phone service, in most cases it offers the same features, including:
- Call Forward
- Call Return
- Call Waiting
- Last Number Redial
- Caller ID
- Caller ID Block
View our complete feature listing.
Will I get a phone number?
Yes. You will be given a unique Lingo number that will look and function like your fixed line telephone number.
Is voicemail available with Lingo?
Voicemail for Lingo is not offered at this point in time.
Lingo Equipment
Can I use my current phone handset with Lingo?
Yes. Lingo works with most phone handsets designed for fixed line phone service use.
What is a phone adapter or an ATA?
A phone adapter or ATA (analog telephone adapter) is a small device that allows regular telephone handsets to make and receive calls using Lingo.
Can I use a phone adapter from another VoIP provider?
No. Upon signing up to Lingo you will be required to purchase a phone adapter from Primus.
Can I use a phone adapter that has not been purchased from Primus?
No. Upon signing up to Lingo you will be required to purchase a phone adapter from Primus.
Can I use the phone adapter I purchase from Primus with another VoIP provider?
No. The phone adapter provided by Primus is locked to our network by the ATA manufacturer. We cannot unlock them.
What warranty is provided with the phone adapter provided by Primus?
A one-year warranty is offered on the phone adapter from Primus from the date you purchased the Lingo product.
Can I use other devices (fax machines, analog modems etc) with Lingo?
No, Lingo is not suitable for non-voice applications. The following is a list of known devices and services, which are incompatible with Lingo:
- Fax Machines
- Analog Modems (e.g. Dial-up modems)
- ISDN
- Security monitoring services
- EFTPOS / ATM services
If your device or service is not listed here, please contact Primus for more information.
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