Top 10 Frequently Asked Questions

I was meant to get a discount. Why am I being billed full price for my internet?: Your bill shows the full monthly plan fee including GST. This is reduced each month by means of a $10 credit. This can be found on the front page of your monthly invoice under "bundled service savings" or on the reverse side of your monthly invoice under "customer savings".
Why am I getting charged handset rental?: Telstra records would indicate that a Telstra rented handset is located at your premises. Those charges are re-billed by us from Telstra. If you do not have a Telstra rented handset and your premises, please contact us to let us know so we can arrange with Telstra to have the charges removed from future invoices.
Why have I been charged Account charges on my bill?: If you have not paid your account by the due date stated on the bill, a Late Payment Fee of $11.00 inc. GST will be charged.; As of January 2008, all bills will be sent electronically for customers who have an internet service (dial-up, broadband and wireless) and direct debit. If you wish to receive your bills via post, we can arrange this for you however there will be a $2.50 fee applied each month. This fee takes into consideration the paper, envelope, printing and postage costs along with the added expenses involved to generate a paper bill. We believe we are able to provide a more environmentally friendly means to view your bills by making this information available online. Through your account toolbox you will have access to the exact same information as a paper bill, which will also be available earlier as there will be no postal delays.; The non direct debit fee was introduced in October 2005 due to the escalating cost of invoices being processed via third parties. When a transaction is made via a third party (i.e. the Post Office or BPAY) Primus is charged a fee. Other companies charge this fee, either by itemising it as a non direct debit fee or by increasing line rental or other such service fees. By electing to use Direct debit, your charge of $2.50 non direct debit fee would be waived.
How do I change the name on this account?: You will need to print and complete the Change of Account holder form which you can download by clicking here. Please fax or mail the form to the number or address shown on the form. Documents supporting any change of name due to marriage, divorce, change of name by deed poll or death will be required.; We endeavor to process Change of Account Holder requests within 21 working days after receipt of all necessary documents. There is no cost to change the name on the account.
Will I be charged for canceling my account?: There is no charge for canceling your home telephone service with Primus Telecom. You will only be charged for calls and Line Rental up to the date of cancellation. If your service is currently in contract, there will be an early cancellation fee which is calculated on how long you have left of your contract term. If you are no longer in contract, you will be charged for the entirety of the billing period in which you request the cancellation. If you have a Lingo service and you received a free telephone adapter (ATA) and cancel within 12 months, you must pay $99 + $9.95 for ATA.
How do I get a fault fixed on my telephone line?: You will need to report this fault with our Faults team on 1300 85 85 85.
Can I get compensation for the time my phone line was faulty?: If your fault has taken longer than the allowed timeframe to be repaired, you may submit a claim for compensation under our Customer Service Guarantee (CSG) once your fault has been repaired.
My Account has direct debit activated? Why have I got a final notice?: Your credit card may have expired and we have not received your new credit card details.; Or; Your direct debit may have been declined or dishonored by your Financial Institution.; On rare occasions, a system error may result in direct debit failures. However, direct debit would usually be attempted again once the error has been rectified.; If you have a failed direct debit, you will need to make the payment manually to prevent restrictions occurring on your account.
I reported my payment but my service/s is still restricted. What do I do?: Your services will be unrestricted within 30 minutes. If your local calls are also restricted, it may take up to 4 hours for your services to be restored.; If you have waited longer than the above time frames and your service is still restricted, there may be other factors causing your service to remain restricted. You will need to contact Customer Service by calling 1300 85 44 85.
When can I request for my plan to be changed?: You may request for your plan change at any time, however your Internet plan change will become active, and commence billing, from the start of your next months Internet access cycle.; Your Internet plan change will become active, and commence billing, from the start of your next months Internet access cycle.; Telephone plan changes will take effect from midnight.