Originally from the UK, Alice moved to NZ 17 years ago and now brings her generous spirit and a whole lot of talent to our Customer Success Team.
With her expertise in customer service, Alice is here to ensure that every interaction leaves you with a smile. Teamwork is her jam, and she thrives on collaborating to make magic happen.
In her professional journey, Alice lives by one simple rule: Always be kind, no matter the situation.
Beyond the office, you’ll find her chasing the wind on horseback, indulging her passion for western horse riding. Back in 2016, she rode her way into the hearts of many as a proud member of the NZ Youth Western Riding World Cup Team.
If you are a “vulnerable” customer under the definition of the Telecommunications Act 2001 and the “111 Contact Code”, you might be entitled to an alternative means to contact 111 in a power cut at no cost to you. A landline service provider cannot terminate your landline phone service on the basis that you are or may become a “vulnerable” person.
To qualify as a “vulnerable” person you must be at particular risk of requiring 111 services such as:
a known applicable medical condition
be exposed to family violence
have certain disabilities
This must be confirmed by a competent person or evidence, and you must have no other means to contact 111 in the event of a power cut, i.e. you have no mobile phone and no power back that lasts for the minimum period of 8 hours. An application form must be filled in full and submitted to us.
Once we receive a completed form, we will accept or decline your application within 10 working days. If it is declined, we will inform you of the reason, if it is accepted, we will provide you with an alternative means to contact 111 in July 2021. If you disagree with the decision you can lay a complaint with us. Failing a resolution with us, you can contact Telecommunication Dispute Resolution (TDR)
You could use a mobile phone if you are in mobile phone coverage to call 111 emergency services. We recommend keeping your mobile phone charged up at all times. Alternatively, you might have some sort of electricity back-ups, such as a battery, UPS device or power generator to keep your modem and phone running in the event of a power cut.
Your internet service with us, including your landline phone service, will only work if you have electrical power. This means during a power cut, and without a power back-up device to connect the modem/router or phone, you will not be able to call emergency services on 111 via your landline phone service.
Dan is a seasoned professional with a diverse background and a passion for excellence.
From his humble beginnings at New Plymouth Boy’s High School to his varied career journey, Dan has honed his skills as a jack of all trades.
Having worked in diverse roles including car valet, plastering, farming, exterior house painter, and yacht painter, Dan’s career path has been anything but ordinary. His expertise in gib fixing/stopping stands out among his many talents, showcasing his commitment to perfection in every task.
Beyond his professional achievements, Dan is an avid outdoors-man who enjoys fishing, hunting, and spending quality time with friends and family.
Now, as a valued member of the Site Team, having joined us in 2024, Dan brings his wealth of experience and passion for excellence to his role. We love having him as part of our Primo whānau.
▶ Early disconnection fee applies – this is the monthly plan x the number of months remaining on the contract which includes the 30 day notice period^
Subsidised installation with no contract – $149
▶ Router included with $5/month rental fee*
▶ Early disconnection fee applies – this is the monthly plan x the number of months remaining on the contract which includes the 30 day notice period^
Installation with no contract – install $POA
▶ Router included with $5/month rental fee
▶ No early disconnection fees apply, 30 days notice required.
Moving in to a property where Primo Fibre has already been installed?
Connection with standard 12 month contract – FREE
▶ Router included*
▶ Early disconnection fee of $149 applies with 30 days notice required
Connection with no contract $149
▶ Router included with $5/month rental fee
▶ No early disconnection fees apply, requires 30 days notice
Primo provides free technical and fault finding support for all Primo 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.
*when the contract ends, router rental of $5/month applies, can resign with standard 12 month contract. Router courier fee $20 or picked up from our office
^The option to transfer your contract when moving house is unavailable for Fibre installation contracts.
Properties in Phases 1 and 2 are fibre ready. Contact us to book your install and provide consent for the works to be completed.
Residents in the Phase 3 fibre build area will receive information from us in due course, letting them know about the fibre build, the timeframe and how to register for their own fibre installation.
Our contractor, Subterrain Drilling, will use, where they can, existing underground pipes. They may need to dig or drill along the street to install ducting which we use to blow the fibre through to connect your property. This work also involves installing roadside cabinets.
Laying fibre from your street boundary to your house.
Once you have registered and signed the Build Consent form, your install job is given to Subterrain Drilling. Standard install costs are covered by Primo except where you may have a long driveway (more than 100m) or want a secondary connections, in these cases a quote will be provided to you for the work.
Suberrain will contact you when they are about to do the work. You don’t need to be home, but it is preferable that you are. If you aren’t they will need to reach you by phone so they can then discuss the install plan with you. They will be installing underground either by directional drilling or digging a small trench. Many properties have existing telecommunications ducting which they will try to use if available.
An External Termination Point (ETP) is installed to the outside of your house, at the closest point to the road and the street boundary entry point.
This can sometimes be a messy business, and they’ll do their best to clean up after themselves. Please note that full reinstatement of your property is not likely to be done on the same day, they will come back to do it. Properties are usually grouped on the same street ie those that need grass seeded, or concrete etc.
Getting your Fibre connection online.
The last stages to get you connected involve our Primo technicians. The External Termination Point (ETP) houses the Optical Network Terminal (ONT) and the internal router placement.
First, they will blow the fibre from our cabinet to your ETP using compressed air, you will not need to be home when this is done.
Secondly, we will need to do the internal cabling from the ONT to the point inside your house where your router will be located. Depending on how your house is built, cabling will either be run under the floor or in the ceiling. You will need to be home for this, and we will schedule an appointment with you. Your Primo router will be set up at this visit, and our technicians will test the fibre service to ensure it’s up and running.
If you are an existing wireless customer with Primo, we will also remove our radio from your roof. Note, that these stages may or may not be done on the same day.
To download more information on the installation process, including some photos, Click here for a PDF
Being able to contact all its people, all the time, is vital at The Retreat, the safe house for mental wellness based in Omata, outside of New Plymouth.
And now that it is opening a centre in the heart of the city, communications are even more important.
That’s where broadband and service provider Primo has stepped in to lend a hand. It’s put in place a software-based phone exchange system that allows the staff, volunteers, residents and whānau associated with The Retreat to keep in contact with a minimum of fuss and a maximum of ease.
Jamie Allen says when he and wife Suzy started The Retreat, all the calls were handled with an old physical PBX he bought off Trade Me. But Waimanako/The Hope Centre in the Metro Complex is a much bigger piece of real estate and when it is fully operational in November it will have offices, a café, administration rooms and meeting spaces.
Jamie says he was talking with Callum Glennie, the Business Concierge at New Plymouth’s Primo, about how they could manage all the calls and direct them to the right person, day or night, at whatever location.
“I thought that might go in the too-hard basket, but nope! It was totally manageable,” Jamie says.
Callum says cloud-based PBX systems are the quickest, most convenient way to manage calls. They can be re-routed with just a mouse click on a screen, messages can be checked from anywhere, and any number of calls can be managed with no need for any hardware.
Well, apart from the internet cabling which has to go to those phones that need it, Jamie says.
“And that got down to the nuts and bolts on the day that Callum and I were in the guts of the premises here, running the cabling and putting the wiring in and going through the crawl spaces doing the install. It was inspiring to see that people would care that much to put that much grunt in. It was amazing!”
“Now we can direct incoming calls to anyone at either location, and this includes our volunteer team of nearly a hundred people who are rostered on at different times. We can have it simultaneously ringing across two sites or ever more than that. And managing the voicemail services is brilliant.”
Jamie says Primo has always been there for The Retreat. From its earliest days the company helped get quality internet links to the Retreat’s Omata location, even building a tower for the wireless internet connection.
Such links are vital for the people and their families who are staying at The Retreat as they recover and regroup and renew themselves, he says.
Jamie and Suzy Allen at the Metro Complex which is at the site of Waimanako/The Hope Centre in New Plymouth.
Having the PBX system fully sponsored by Primo is the icing on the cake.
Callum says Primo can set up a cloud-based system very quickly.
“This one is based on the Hero VOIP platform … it’s such a powerful product and it is now even easier than ever to set up multiple phones, desktop or cordless, just about however the customer likes.
“Probably the toughest thing is getting the connections in where they’re needed for the wired-in phones. There are cordless phone options but if you’re sitting at a desk, it’s usually better to have a desk phone because they can’t go walkabout. That sometimes is what happens in workshops, but then again cordless ones are really handy in a place like a restaurant.”
The cost of running the system depends on the number of lines and phone numbers.
“Phone numbers are $15 a month, and if you do things like cellphone calls and overseas calls there’s charges for those, but the cloud PBX itself is free.”
As well as being flexible, it is possible to back it all up if the Internet decides to die by forwarding calls to a cellphone during an outage.
“Primo can offer plenty of suggestions to help people to tweak their VOIP system to make it better.
For more information about The Retreat and its services go to:
