Do I get an itemised bill?
Yes, we provide you with an itemised call bill online. This includes information about the type of call made, call duration and cost. If you choose to receive a paper bill then this will be charged at £1.76 per month.

Will I still need to pay BT a line rental fee?
No. The price for your Home Phone package replaces your BT line rental. You won’t need to pay BT for anything if you take out a Primus Home Phone package.

Do I pay by Direct Debit or credit card?
The Home Phone service is only available to customers paying by Direct Debit. However, during signup you are also given the option of providing card payment details (e.g. your debit or credit card details).

Who will I be billed by and how?
You will be billed by Primus on the usual monthly Residential cycle (around the 22nd-24th of each month).

The first itemised bill will show calls made during the period between your Home Phone activation (CPS & Line Rental) and first billing date. If the amount is below £1.00 then this is charged on your next billing date. If the amount is over £1.00 then this is charged for and invoiced straight away. On the next billing date you will be charged for your subscription and calls as normal.

What happens if I fail to pay or payment could not be taken?
You must ensure your payment details are up-to-date and correct. If your Direct Debit has been cancelled, or Credit/Debit card has expired you must make sure that this is setup again.

If we can't take payment Primus will issue a letter to you to let you know. The letter will explain what you need to do next and how you can pay the outstanding amount.

Is there a minimum and maximum call charge duration on chargeable calls?
Please refer to the individual call plan in the Rates section of this site.

Are calls rounded up?
Calls are rounded up to the nearest 1p exc VAT.

Am I charged different peak and off peak rates?
Yes. However, most call types have different rates depending on the time of day. Whenever you make a call using Primus Home Phone your call falls into one or more of the following call bands:

Daytime: Mon - Fri - 08:00:00am to 17:59:59pm

Evenings: Mon - Fri - 18:00:00pm to 07:59:59am

Weekends: 18:00:00pm Fri to 07:59:59am Mon

Please note: Calls may begin in one charging band and run into another charging band. If this happens, each portion of the call is charged at the applicable rate.

EXAMPLE: Customer calls his friend at 17:55:00pm and then ends the call at 18:05:10pm (a 10 minute 10 second call). Customer is charged:

5 minute - charged at Daytime rate.

5 minutes 12 seconds - charged at Evening rate.

I have a query/dispute about a premium rate number service. What should I do?
Firstly you should check what other pieces of equipment are connected to your telephone line (apart from their telephone handset). One or more of these may be dialling out to premium rate numbers without you knowing.

Sky/Digital TV boxes – You should check with your TV service provider what numbers these dial. Then check their Home Phone itemised bills.

Fax dial-up modem (not their broadband router) – You should disconnect this from your telephone line and run a virus check on your PC. A virus may be dialling out to premium rate numbers when you switch your PC on.

Security and fire alarm systems - Many of these connect to a telephone line. (This is because if a break in or fire happens an alert can be raised, as well as to ensure that the alarm is still connected to the alarm company). You should contact the alarm company and ask under what circumstances the alarm system automatically dials them.

You can find out more about who provides any premium rate number at the ICSTIS (the premium rate services regulator) website. This won't always show the company, but will let you find out the operator (e.g. BT operate '09' numbers for other companies such as ADT Fire & Security alarms).

Text Relay Service?
Primus Saver home phone services provide access to the Text Relay service. The service connects people using a textphone with people using a standard telephone or another textphone. Text Relay allows deaf, those who are hard of hearing and speech impaired people to stay in contact with friends and family. The service can also be used to call businesses and utility companies.

The good news is that the Text Relay service is provided free of charge and will not cost you any more than the normal cost of the call you are making.

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