FAQ's and Help Guides

This page will be updated to have Frequently Asked Questions (FAQ's) and it will also have various self help guides as we create them, this is to help you when you need it, by creating these documents for you we are able to provide you with step by step instructions that you can do in your time, and you will also have access to this outside of our helpdesk hours as our website is open 24hours a day!

Wireless Router Questions

Q: Only my computer is connected, but now I need to connect my laptop or smart phone to wireless?

A: By default we only provide a single PC ethernet connection, to use your connection for more than one computer, or to provide a wireless signal around your house for your wireless devices to connect to you will need to purchase a wireless router, either from us or your favourite electronics or computer store. The routers that we supply are preconfigured and fully supported by us, plug and play and ready to install for only $150.00 incl GST.

Q: I need to change my password on my wireless router, can I do this myself?

A: We have remote access to all of the Primo supplied routers, so as long as the router was supplied by us you can give us a call or email and we can change this for you very easily. If you supplied your own router then we would not have remote access to it so we would be unable to help you change the password.

Primo Phone Questions

Q: How do I access my Primo Phone Voicemail service?

A: We have created a guide which has instructions for access and setup of your PrimoVoice Voicemail service and many other services too, please click here to download the guide for future use

Q: How do I publish my phone number in the NZ White Pages? 

A: We need to create a manual support ticket for this with our upstream provider, please E-mail us with the following information:
Name for the Listing, Listing Address, and Listing Phone Number.

Q: Can I make calls to 0900 numbers? 

A: Currently all Primo Phone lines are unable to call 0900 numbers.

Q: Will I be able to use my Monitored Alarm with Primo Phone?

A: The Primo Phone lines do not directly support Monitored Alarms as the service is for voice calling only. Alarm systems have traditionally used the copper phone lines to report activity to the monitoring station. The problem is that they don't work well with the digital VoIP lines used with PrimoWireless broadband connections. At Monitoring Plus they keep pace with technology and are experts at internet based monitoring - So there's no problem if you want to upgrade to a digital phone line, they can still provide a secure and reliable monitoring solution.

Q: Will I be able to use Eftpos or Sky Digital, etc with Primo Phone?

A: The Primo Phone lines do not support services such as Eftpos Machines, Sky Digital or St Johns Alarms, etc as the service is for voice calling only.

Q: Can I make 111 calls on my Primo Phone? 

A: Primo Phone does not currently support emergency calling. However if you do make a 111 call it will connect if possible, but the operator will not know your physical location.

Q: Will my Primo Phone work if there is a power cut? 

A: The Primo Phone service requires power to work - so just like your broadband, if you have no power the service will be unavailable, you can however look at installing a UPS (Uninterruptable Power Supply) which will keep your gear running during any power cuts you may have.

Downloadable Help Guides

Guide One: This guide has all the star codes and instructions for your Primo Phone service, including voicemail, etc - Please click here to download the guide.

 


Contact PrimoWireless

Technical Support: helpdesk@primowireless.co.nz
Account Queries: accounts@primowireless.co.nz

Physical Address: 123 Molesworth Street, New Plymouth, 4312

Postal Address: PO Box 6, Inglewood, 4347

Phone: 0800 123 774

Our normal office hours are:

9am till 5:30pm, Monday to Friday.

(Closed on all Public Holidays)