Plan Change

You have been a Primus customer for a while now and might remember receiving a notice about this change or perhaps noticing Primus Telecommunications on your monthly bills.

We believe this plan plan change will provide you with just as good if not better services and allow us to serve you better.

It means you will have access to all the great tools and resources under iPrimus account management, as well as easier access to a larger pool of products and services, check out www.iprimus.com.au to see the awesome range of products.

Yes, we will be transferring you to an iPrimus plan that is the same as your current plan (or better!). However, if you would like a different iPrimus plan, please contact us and the iPrimus team will be more than happy to assist.

Eventually yes, however this plan change is just for your ADSL services at this stage.

Yes, you can contact iPrimus and organise to have all plans changed to iPrimus straight away. We will recommend the most appropriate solution for you. You are free to choose another provider if iPrimus does not offer a product that you have with Hotkey.

Yes, you can contact iPrimus and organise to have all plans changed to iPrimus straight away. We will recommend the most appropriate solution for you. You are free to choose another provider if iPrimus does not offer a product that you have with Hotkey.

Just make sure you use the updated billing details on your first iPrimus bill.
See the website for a description of different payment methods iprimus.com.au/support/billing-accounts/ and set up email billing at emailmybill.iprimus.com.au/

You should not have any downtime during theplan change, if you do experience issues we ask you to turn your modem off 5 minutes and then turn it back on. This should resolve most issues. If your problem persists, you can contact iPrimus or head to http://www.iprimus.com.au/support/technical-support/ for DIY Tech Support for the most common issues.

Yes, the day after your plan change, we will send you a confirmation notice via email

If you do not want to change your plan to iPrimus, you have the option to go to another provider. Please ensure the is done as soon as you are able to ensure services are not affected by the plan change.

If you do not want to change your plan to iPrimus, you have the option to go to another provider. Please ensure the is done as soon as you are able to ensure services are not affected by the plan change. No early termination fees will apply for cancellations within 30 days of the plan change date.

Yes, if you are on a month to month contract, you can cancel your service with iPrimus by providing us with 30 days notice with no penalty. If you are in a minimum term contract, no early termination fees will apply for cancellations within 30 days of the plan change date.

Billing

Any identified pre-payments/advanced payments will be transferred to iPrimus. If you think we’ve missed one, email Hotkey billing the details of the amount (such as day, time and exact figure) so we can track it down and apply it to your iPrimus account.

Your auto-payment details will be securely moved into the iPrimus billing system so that we can continue to bill you for your ADSL service uninterrupted. See the website for a description of different payment methods iprimus.com.au/support/billing-accounts/ and set up email billing at emailmybill.iprimus.com.au/

After the plan change, you will need to make payment using the updated iPrimus billing details. See the website for a description of different payment methods iprimus.com.au/support/billing-accounts/ and how to set up email billing at emailmybill.iprimus.com.au/
You will continue to use the current Hotkey payment details for any other remaining services.

On the date of the plan change, your last bill for ADSL with Hotkey will be processed and sent.

Your first invoice with iPrimus should be issued within 30 days of your most recent invoice with HotKey. In some cases it may take a few days longer depending on your billing cycle.

Support/Service

Your hotkey email address will remain unchanged during the change over to iPrimus. If you choose to move your services to iPrimus prior to the change over date you will need to select a new email iPrimus address as part of a new sale.

To access your ADSL account details log into http://www.iprimus.com.au/my-account/
To access your other services, log into hotkey.com.au

You will need to use the username that is associated with your ADSL service

As long as you have existing services with Hotkey, you will continue to have access to this portal to access details about your remaining services

You will lose access to the Hotkey portal on the plan change date

Before the plan change, contact Hotkey.
After the plan change, contact iPrimus.

You will need to contact Hotkey regarding any technical support for your other services i.e. other than ADSL that has not had a plan change