“I can't receive calls”

Ringer switched off or low
Make sure that you have the telephone bell or sounder switched on and turned up. Also make sure that you have the telephone plugged in correctly.

Phone placed on soft surface
Many telephones have the bell or sounder positioned on the telephone base. Make sure this is not placed on a soft surface which could affect the ring tone.

REN value too high
Every telephone has a Ringing Equivalent Number (REN) – most have a REN rating of 1. (You can check this by looking on the base of your phone).

You can have a maximum number of 4 (adding the REN values of all your connected equipment together). Fax machines, answer machines and modems may have high REN values, so you should check what equipment you have connected.

Overloading a telephone line may result in your telephone failing to ring when incoming calls are made. Try reducing your overall REN value by removing one or more connected items on your line.

If you are still having problems, there may be a fault with the supplier network so we recommend that you call Primus Customer Services.

“I’ve got problems making calls”

Check the area code
Check that you are using the right area code for the location of the call you want to make.

Use an override code
Use the override code 1280 before the number you want to dial.

Check your phone and cables
Try unplugging all your equipment on the line (e.g. their telephone, PC's, modems, Freeview or satellite boxes and any cables). Now plug your phone directly into your main telephone socket with nothing else attached. Do you get a dial tone? This way you can check whether the fault is with your cables or phone.

Also, if you have more than one phone in your premises make sure that you have all the handsets on the hook.

Service problems with the number you are ringing
There could be problems with the number, or you may just be trying to dial the wrong number. Try dialling another number that you know works to see if you can make a successful call.

Phone switched to an unsuitable setting
Check your phone's manual to see if it is multi-frequency (MF or touchtone) dialling. Some Home Phone calling features will only work if you have an MF or touchtone telephone.

If you are still having problems, there may be a fault with the supplier network and we recommend you contact the Primus Customer Service Team to log a fault.

We will usually ask you some questions such as the following:

• Are you having problems when receiving incoming calls?

• Are you having problems when making calls to a mobile telephone?

• Are you hearing a dial tone before dialling an outgoing call?

• Are you able to receive a dial tone after dialling (engaged, ringing tone or number unobtainable)?

• Does the problem happen all the time or just sometimes?

• Are calls cutting off?

• Are the calls faint?

• Is there background interference (high buzzing or crackling)?

• Can you overhear other people's calls?

• Are you getting one way transmission (i.e. can you hear the other person but they can't hear you and vice versa)?

• Are you getting crossed lines? (Similar to overhearing other calls although you will be able to talk to all parties if the lines are crossed).

Use an override code
Use the override code 1280 before the number you want to dial. This will route calls back to BT temporarily while the problem is fixed.

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