Why can’t I switch to Primus?

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Our expert says...

Hello Aaron, I can understand your frustration at not being able to switch to the Primus Home Phone Saver deal. The package is currently the cheapest line rental and calls tariff on the market, and switching to it could save you over £67 a year¹ compared to BT (www.bt.com).

There are several reasons why you may not be able to switch to Primus, so take a look at the guide below and find out what may be preventing you from switching…

1. Switching to Primus from TalkTalk or Sky

If you’re currently a customer of TalkTalk (www.talktalk.co.uk), Sky (www.sky.com) or Tiscali (which is now part of the TalkTalk group) you will not be able to switch your landline to Primus straight away.

Because all three of these suppliers offer their phone services on their own networks, you will have to rejoin the BT network before you can join Primus. Both TalkTalk and Sky provide landlines on networks separate from the traditional BT network - this is called local loop unbundling (LLU), and means that even though you will still have a BT copper wire phone line going physically into your home, it will not be owned by BT.

To switch to Primus you’ll need an active BT landline. There are several options for this:

1. Contact Primus on 0800 036 0170 (or visit www.primusconnect.co.uk) to get your phone line reconnected to the BT network. There may be a charge for this, of up to £59, though not all customers will be charged this. In doing this you will be able to sign-up to the Primus Home Phone Saver deal immediately.
2. Contact BT on 0800 028 4474 to get your phone line switched back to the BT network. There may be a charge for this, of up to £130, though it is sometimes possible to get reconnected for free. Also, you should be aware that if you do this you may have to sign-up to a 12-month contract with BT, and therefore will not be able to switch to Primus for another year.
3. Look at line reconnection with another home phone provider, such as the Post Office and Direct Save Telecom. You should note that there may be a charge to rejoin the BT network with another provider, and you may be made to sign-up to a contract with your chose supplier, so may not be able to switch to Primus straightaway.

Read our guide to line installation options to find out about providers and costs.

It’s important to note that not all TalkTalk customers will be unable to switch - some households that are not on TalkTalk’s LLU network will still be able to take advantage of Primus’ £7.99 Home Phone Saver deal. If you are unsure whether or not you are on the TalkTalk LLU network you should contact TalkTalk.

2. Switching to Primus from Virgin Media

If you have a cable phone line from Virgin Media (www.virginmedia.com), unfortunately you will not be able to switch to Primus.

Like customers currently with TalkTalk or Sky, Virgin Media home phone customers will need to get a BT line installed or reconnected at their property.

Read our guide Switching from Virgin Media for more information about how cable customers can rejoin the BT network.

3. Switching to Primus from the BT Light User Scheme or BT Basic

BT Light User Scheme or have a BT Basic customers will also have difficulties switching to Primus - even though you are still on the BT network.

If you are certain that switching to Primus is the most cost-effective option for you, you will need to ring BT directly on 0800 800 150 and arrange to be taken off the BT Light User Scheme.

Once you have confirmation that BT has removed you from the Light User Scheme, you will be able to proceed with your switch. Read our guide on switching from the BT Light User Scheme for some useful tips.

4. Ceased or disconnected landlines

Anyone with a “ceased” or disconnected phone line will also have problems switching to Primus.

Ceased lines - If your line has been ceased, it means that your current home phone supplier has disconnected your line for one reason or another - this could be because you have an unpaid bill, for example. Before you can switch to Primus you will need to speak to your existing to supplier to ask them to “release” your line. In the event that your line has been ceased because of unpaid bills, in most instances you will be asked to repay your debt before the supplier releases the line. Once the line is released, you will have to pay a reconnection charge to join Primus - this is usually £59, though could be less.

Disconnected line - Customers that have just moved into a new house may find that the phone line has been disconnected by the previous tenants’ supplier. If this is the case you will have to pay the reconnection fee of £59 to switch your phone service to Primus. However, Primus says if there is a dial tone on the line you may not have to pay the fee.

5. Payment and billing with Primus

When you sign-up to the Primus Home Phone Saver deal, you will have to supply bank account details to set-up a monthly direct debit. So if you are unable to pay by this method, you won’t be able to switch to Primus online. Take a look at our guide to billing and payment methods to find out which suppliers you could switch to.

Potential Primus customers will also only get the headline rates if they agree to online paperless billing - if you select to receive a paper bill in the post you will be charged an extra £1.80 a month. So, to get the best price you’ll need to provide an email address for billing use when you register to switch online.

I hope this helps you understand why you’re not able to switch Primus Aaron - have a read of our Primus sign-up FAQs for more information on Primus’ home phone service.

¹ Saving based on BT line rental at £14.60 a month paying by direct debit, compared to Primus Saver line rental at £7.99 a month for paper-free billing and paying by direct debit.

Ask us a question

If you have a general switching or provider query please email us at ourexpert@homephonechoices.co.uk