FAQ's and Help Guides
This page will be updated to have Frequently Asked Questions (FAQ's) and it will also have various self help guides as we create them, this is to help you when you need it, by creating these documents for you we are able to provide you with step by step instructions that you can do in your time, and you will also have access to this outside of our helpdesk hours as our website is open 24hours a day!
Q: Help my internet is not working
Q: I need help and your office is closed
A: You can still contact us outside of our office hours. Phone our helpdesk on 0800 123 774 and leave us a message, or email email@example.com We have staff on standby who monitor the messages and can respond accordingly.
There are some things that you can check for yourself first like, the network status message on our Facebook page (which is also on our website homepage), and your account and data usage on the Primo Portal.
For Helpdesk support take a look at our online Helpdesk support guide.
Have you turned it off and on again! Unplug the router and if a wireless connection the radio on the roof from its power source, leave it for 20-30 seconds and then plug it back in again.
Data Usage Questions
Q: How much data have I used?
A: Log into the Primo Portal to check the current months usage. Email alerts are sent when you reach 80% and 100% (excludes unlimited plans).
Q: When does my data renew?
A: Our plans cover a calendar month so it renews on the 1st of each month.
Q: I have used all my data now what?
A: Depending on your plan type, overage is charged at $1/GB on your next invoice, for rural wireless plans you can purchase data top up packs from your Primo Portal.
Q: My plan is not the right size for me
A: Maybe you need more or less data, you can change for free (there may be a charge if changing speed plans on fibre). Plan changes take effect from the 1st of the month.
Q: How do I get my invoices?
A: Invoices are delivered by email in the first few days of each month and will be sent to the email you set up with us. Let us know if this email address is incorrect. You can view, download and pay your invoices with a credit/debit card in the Primo Portal.
Q: When will I get my first invoice?
A: You will receive a part monthly (pro-rata) charge on invoice at the time of connection and thereafter are aligned with our normal billing cycle.
Q: When do I have to pay by?
A: Payments are due on or by 20/21st of the month.
Q: What are my payment options?
A: We make it easy to pay with a number of options available, including Direct Debit, Credit/Debit & EFTPOS cards, direct credits, Automatic Payments, Internet banking. Just remember to put your account number as the first reference on your payments so we can reconcile your account correctly. The last thing you want is someone else getting credit with your money!
Q: What happens if I pay late?
A: Overdue accounts will be managed as per our Overdue Payment Procedure. If overdue, your account will be slowed down or suspended (stopped). The overdue amount is required to be paid in full before normal services are resumed (you can pay by credit or debit card online 24/7 via the Primo Portal).
Moving House Questions
Q: I am moving house, can I take Primo with me?
A: In most cases yes! It will depend on where you are moving to – we have a number of options available including outside of Taranaki! Contact our helpdesk and have a chat. Remember exit fees of $299 apply if you are on a contract and we do require 30 days’ notice if you disconnect completely.
I am not happy Questions
Q: I am not happy about an aspect of your services, what can I do?
A: If at any time you feel that we are not living up to our end of the deal, please tell us first and give us the opportunity to make it right. It’s only fair. If you feel that we have not been able to resolve the issue between us, we are a member of the Telecommunications Dispute Resolutions Scheme who you can contact as an independent third party to help resolve it. Your concerns must first have been logged with us, view our complaints policy and procedure here.
Special Deal Questions
Q: I have a friend I want to refer to Primo
A: Awesome! We have a Connect-a-Mate offer where if you refer a mate, both you and your friend get a $50 credit on your accounts – there are no limits to how many of your friends you recommend – they just need to tell us your username or account number when they contact us
Q: I am over 65 and have a Supergold Card, do you have any deals for me?
A: Yes we do! Primo is a 100% Taranaki owned and operated company and we are delighted to give more back to our Supergold Card residents. Give us a copy of your card number and we’ll give you 10% off your broadband connection!
Wireless Router Questions
Q: Only my computer is connected, but now I need to connect my laptop or smart phone to wireless?
A: By default we only provide a single PC ethernet connection, to use your connection for more than one computer, or to provide a wireless signal around your house for your wireless devices to connect to you will need to purchase a wireless router, either from us or your favourite electronics or computer store. The routers that we supply are preconfigured and fully supported by us, plug and play and ready to install for only $200.00 incl GST.
Q: I need to change my password on my wireless router, can I do this myself?
A: We have remote access to all of the Primo supplied routers, so as long as the router was supplied by us you can give us a call or email and we can change this for you very easily. If you supplied your own router then we would not have remote access to it so we would be unable to help you change the password.
Primo Phone Questions
Q: How do I access my Primo Phone Voicemail service?
A: We have created a guide which has instructions for access and setup of your PrimoVoice Voicemail service and many other services too, please click here to download the guide for future use
Q: How do I publish my phone number in the NZ White Pages?
A: We need to create a manual support ticket for this with our upstream provider, please fill in the form here, https://primo.nz/white-pages-details with your details for publication.