Customer Care

Customer Telephony Support

Primus Customer Service is available between 9am - 6pm EST Monday to Friday, to answer any Telephony questions that you may have. These enquiries may include:

Billing/Finance Enquiries

Our consultants are able to explain or investigate any queries you may have with your bill, including calls, destinations and payment enquiries

Changing Your Account Details

We are fully trained to help you with the following:

  • Changes to personal details
  • Disconnection of your telephone line
  • Telephone services and features
  • Relocations and change of address
  • Additions of new telephone lines - please ensure adequate notice is given for these changes

If you would like to change the name of your account please download, print and complete the Change of Nominated Account Holder Form.

If you would like to change the name of your mobile account please download, print and complete the Mobile Service Transfer of Ownership Form.

If you would like to tell us that someone else can also make personal enquiries about your account please download, print and complete the Authority to Access Account Information Form.

After completing the form, please return it to Primus in one of the following ways:

  • fax the form to 1300 85 58 58
  • mail the form to:
    Reply Paid
    PO Box 631
    Collins Street West
    Melbourne Vic 8007

Technical Support and Faults

We are here to assist you getting started with Primus Internet products and to try to help through some of the common problems encountered by our customers.

Our Support Portal and is available 24 hours a day to assist you with a wide range of issues, including:

  • Fault Reporting
  • Product User Guide downloads
  • Account Toolbox
  • Primus Webmail
  • Primus Email / Web Auto-Config
  • Primus Terms & Conditions
  • Primus ADSL Speed Test

If you are unable to find what you are looking for on the Support Portal and require further assistance our Tech Support centre is open from 7AM to 1AM EST, 7 days a week on 1300 85 11 85 or you can email them using the Online Email Contact Form.