Technical support is available by phone during our business hours; which are 9am – 5:30pm weekdays.
An online contact form is available here
You can also contact us by email 24/7, 365 days a year.
Category: Residential Fibre Accordian
Over Usage
On our capped 250GB plan we don’t slow you down when you reach your data cap, it’s always ultra-fast and we have a super low over usage cost of only $1.00 per GB (incl GST).
Connection Performance
Actual user speeds will vary and are affected by various factors including the hardware and software used, number of devices, time of day, and where the data is coming from.
In order to get the best performance out of your Primo Fibre connection, we recommend;
▶ A quality modem that is capable of supporting ultrafast speeds, such as the Fritzbox provided by Primo for fibre connections.
▶ A high-spec laptop or PC, running the latest operating system with all drivers up to date.
▶ For optimum speeds cabling directly to your modem with an ethernet cable is better than Wi-Fi, which can have a large impact on speed.
Plan changes
Plan changes can be requested at any time and take effect on 1st of the month.
Plan Changes requiring a speed change, incur a fee of one month’s charge of the new plan, or sign a new contract and it’s free.
Primo Phone Lines
You can get rid of your copper phone lines altogether and move to our Primo Phone service for only $10.00 (incl GST) per month per line – click here for more info.
Includes 2000 local and 120 national calling minutes, caller ID, call waiting and voicemail.
Low calling charges for mobile and international calls – Take a look here for toll rates (PDF)
The Equipment
▶All equipment supplied to you during the installation remains either the property of PrimoWireless Ltd or the Local Fibre Company (LFC).
▶The router supplied remains the property of Primo. Primo will manage the router, and configuration changes can only be performed by Primo.
▶Primo gear supplied may be pre-loved, this is our way to reduce, reuse and recycle.
▶Primo will supply a replacement if your router fails unless you are found to be at fault, in which case you will be charged for the replacement.
▶A $199 charge will be added to your final account if your router is not returned within 14 days should you choose to disconnect from Primo.
Installation Cost
We provide a router and will connect you for FREE with all new 12 month signups!
12 month contract
Free connection.
Primo supported router included.*
Early disconnection fee of $149 applies. – Moving house? Contact our Customer Success Team for further information about reconnecting.
Open term / No contract
Free connection.
Purchase Primo router for $149.
Primo router rental for $5/mth or BYO router.
For your guide to the Tuatahi First Fibre installation process click here or Chorus installation click here.
Primo provides free technical and fault finding support for all on-contract terms and Primo supplied gear, however where a fault is found to have been caused by the customer, and/or a technician is called to site, we reserve the right to charge for the call out and any equipment replaced.
Router courier fee $20 or picked up from our office.
*Post contract – Primo router rental $5/mth or buy out remainder of router $89 or re-sign new 12 month contract.
Key Benefits of Fibre
We provide the router and will connect you for FREE with all new 12 month signups!
▶ Fibre broadband connections are high quality with a low latency.
▶ You get speed, performance, and reliability all rolled into one service.
▶ Improved Wide Area Network (WAN) connectivity across multiple sites.
▶ Improved information sharing, and tools across multiple sites.
▶ Cloud computing and Software as a Service (SaaS) applications.
▶ IP telephony to deliver improved integration of voice communications.
▶ High definition video conferencing across multiple sites/companies.