Home phone Providers

Primus Saver sign-up FAQs

By Becca Talbot - becca.talbot@consumerchoices.co.uk

If you’re considering switching your phone service to Primus, you may have questions about the package on offer. Below is a list of frequently asked questions and answers, to help make the switch as smooth as possible. (Updated 1/4/10)

1. What is Primus Saver?

Primus is in the top 10 of global phone providers and entered the UK market in 1996. Although a relatively new name in the UK, it has invested heavily in state-of-the-art equipment at its London Docklands headquarters.

Primus is one alternative if you are looking for a cheaper line rental plus calls package. Primus’ line rental is currently one of the UK’s most competitive. In order to take advantage of the low rate you must be prepared to pay by monthly direct debit and receive paperless billing. For more information, please read our guide to Primus Saver.

2. Who will I pay for my line rental and calls?

When you switch your home phone service to Primus Saver, you will pay Primus for both your line rental and your calls package. You will no longer pay your current supplier (BT, TalkTalk etc) for any aspect of your home phone service.

If you also have broadband with your current home phone provider, this will be unaffected by the switch to Primus Saver, and you will continue to be billed for your broadband by your current provider.

The £8.99 line rental offer is only available if you switch your calls to Primus Saver as well, so you cannot have your line rental with Primus Saver but your calls with another provider.

3. How will I be billed?

Primus Saver will bill you monthly (usually around the third week of each month), for both your line rental and your calls package. Online paperless billing comes as standard, however if you want to receive a paper bill there will be an extra charge of £1.76 per month.

All bills will be itemised showing information about the type of call made, the number called, call duration and the cost.

4. What is the minimum contract period?

Primus Saver line rental plans have an 12-month minimum contract length, and are all subject to a 30-day notice period.

5. Can I keep the same number?

Yes, in most instances you’ll be able to keep your existing number. However, there may be some occasions where Primus is unable to guarantee this.

6. Is VAT included in the prices?

Yes, all prices shown are inclusive of VAT.

7. I’m on a light user package, can I switch?

If you are on a light user scheme (such as that offered by BT), you will not be able to switch. You will need to move on to BT Option 1 before you can switch. Please contact BT to arrange this. You can ring BT on 0800 028 4474.

8. I’m with Virgin Media, can I switch?

No. Cable customers cannot switch to Primus Saver. They must first have a BT copper line either installed or reconnected. Please contact BT to arrange this. You can ring BT on 0800 028 4474.

9. Will there be a break in my service when I switch?

No, moving your phone service to Primus Service is designed to be seamless, and can be done without an engineer having to come to your house.

10. How long does the switching process take?

Moving your phone line across to Primus Saver will usually take between 10 and 14 days.

11. Will I be charged peak and off-peak rates?

Primus Saver charges different rates depending on the time of day. Calls made during the daytime are typically more expensive than calls made in the evening and at the weekend. The daytime, evening and weekend periods are as follows:

• Daytime - Monday to Friday - 8am to 5.59pm
• Evenings - Monday to Friday - 6pm to 7.59am
• Weekends - Friday 6pm to Monday 7.59am

If calls begin in one charging period and run into another, each portion of the call is charged at the applicable rate.

12. Are there any set-up fees to switch to Primus?

There are no set-up fees or installation costs to switch your home phone service to Primus Saver, providing you have an active BT landline.

13. Are additional calling features included?

When you switch your home phone service to Primus Saver, there is a selection of free, pay-per-use and pay monthly features available, including:

• 3 way calling - Talk to two people at the same time, even if one of them is abroad (pay-per-use)
• Reminder call - Set your phone for an alarm call (pay monthly)
• Ring back - Get a call back if the number you’re dialling is engaged (pay monthly)
• 1471 last caller number - Find the number of the last person who called you (free)
• 1471 call return - Ring the last person who called you (free)
• 141 number withhold - Keep your number hidden from the person you’re calling (free)
• 1471 erasure - Clear the last number stored using 1471 (free)
• Caller display - See who’s calling you before you answer the phone (pay monthly)
• Call waiting - Get an alert if somebody tries to call you while you’re already on a call (pay monthly)
• Call divert - Divert calls to any UK landline, mobile, and most international destinations (pay monthly)
• Anonymous call reject - Bar incoming calls from people who withhold their number (pay monthly)
• Voicemail - Never miss a call with this answer phone style service (free)
• Voicemail extra - Advanced voicemail service with extra features such as remote access (pay monthly).

You can add or remove call features at anytime by calling Primus Saver on 0800 036 3839. It’s important to note that adding and removing features cannot be done at the same time.

Adding new features or removing features from your service will take one working day (except voicemail features, which take three working days to add or remove).

You can only have one voicemail feature; either Voicemail or Voicemail extra.

14. Can I use multiple handsets with Primus Saver?

Yes you can use multiple handsets, but Primus Saver advises a maximum of three.

15. Can I keep Carrier Pre-Select (CPS) if I switch to Primus Saver?

If you already have CPS (a feature which allows you to choose which carrier you make outgoing calls through) on your phone line, this will be removed during the switch to Primus Saver.

16. What happens if I move house?

If you are moving house, you will need to notify Primus Saver by calling 0800 036 3839.

It is important you don’t contact another provider to activate the phone line at your new address as this will cause problems when it comes to moving your service to your new address.

If the new house you are moving into doesn’t have a phone line, Primus Saver can arrange the installation of a new one for you. This will cost a standard fee of £69, and will be installed by a BT engineer.

If the new house you are moving into has a phone line but it has been disconnected, it will need to be reconnected. Primus Saver will arrange this for you and you will be charged a standard fee of £69. Reconnecting an existing line will take a minimum of five working days (or on a working day of your choice after this). Contact Primus Saver on 0800 036 3839 for more information.

17. What should I do if there is a problem with my line?

If there is a problem with your phone line, you should contact Primus Saver - it will contact BT on your behalf. If the problem is not your fault, Primus won’t usually charge for it to be fixed. However, if the BT engineer finds that you have caused the fault (eg by damaging the wiring or master socket), you will be liable for a call-out charge of £58.75, plus the cost to repair the line.

If you want to report a fault or problem with you line, call Primus Saver on 0800 036 3839.

18. Can I make my number ex-directory?

Yes you can. This can be arranged by ringing Primus Saver on 0800 036 3839. If you are currently ex-directory, your number will remain ex-directory and it will not appear in the phone book.

19. How much are calls to 0845 and 0870 numbers?

The table below shows the price of calls to 0870 and 0845 premium numbers:

	Day rate	Evening rate	Weekend rate
0845	3.864p	0.978p	0.978p
0870	7.74p	3.864p	1.461p

20. Where is Primus Saver’s call centre based?

Primus Saver’s customer call centres are India-based.

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