Got Questions? We've Got Answers!
Thanks for contacting US.
Your case has been sent to our Technical Support escalations team.
You may have some questions, we’ve got you covered below!
What happens now?
The escalations team will review your case and start working to resolve your fault as quickly as possible.
How long will it take to fix my fault?
That depends on the problem and what is required to resolve it, the next update you receive will generally have an estimate on how long it will take to fix.
When will I hear from you?
Most updates come same day but give us up to 24 hours, especially if you called in the evening.
How will you contact me?
Most updates are sent via SMS but if we need to ask or explain something we’ll give you a call.
What if I don't hear from you?
Sometimes we have lots of people to help at once, updates may be delayed but we are still working on your case.
If you haven’t heard from US try our Live Chat team, available Monday to Friday between 9AM – 6PM.
Give them the case number you received via SMS and they’ll have a look for you.
Thanks for contacting US.
Your case has been sent to our Technical Support escalations team.
You may have some questions, we’ve got you covered below!
What happens now?
The escalations team will review your case and start working to resolve your fault as quickly as possible.
How long will it take to fix my fault?
That depends on the problem and what is required to resolve it, the next update you receive will generally have an estimate on how long it will take to fix.
When will I hear from you?
Most updates come same day but give us up to 24 hours, especially if you called in the evening.
How will you contact me?
Most updates are sent via SMS but if we need to ask or explain something we’ll give you a call.
What if I don't hear from you?
Sometimes we have lots of people to help at once, updates may be delayed but we are still working on your case.
If you haven’t heard from US try our Live Chat team, available Monday to Friday between 9AM – 6PM.
Give them the case number you received via SMS and they’ll have a look for you.
Thanks for contacting US.
Your case has been sent to our Technical Support escalations team.
You may have some questions, we’ve got you covered below!
What happens now?
The escalations team will review your case and start working to resolve your fault as quickly as possible.
Why is the appointment tentative?
We know it’s not convenient to wait at home!
In the next few hours we will review your fault to see if it can be resolved without an appointment, if we can fix it without having you wait at home we will.
We’ll send you a confirmation SMS shortly.
What happens next?
We will either confirm the appointment or advise you of the next steps to resolve your fault.
When will I hear from you?
As the appointment is approaching we’ll get back to you ASAP.
Most updates come same day but give us up to 24 hours, especially if you called in the evening.
How will you contact me?
Most updates are sent via SMS but if we need to ask or explain something we’ll give you a call.
What if I don't hear from you?
Sometimes we have lots of people to help at once, updates may be delayed but we are still working on your case.
If you haven’t heard from US try our Live Chat team, available Monday to Friday between 9AM – 6PM.
Give them the case number you received via SMS and they’ll have a look for you.
Thanks for contacting US.
Your case has been sent to our Technical Support escalations team.
You may have some questions, we’ve got you covered below!
What happens now?
The escalations team will review your case and start working to resolve your fault as quickly as possible.
Why is the appointment tentative?
We know it’s not convenient to wait at home!
In the next few hours we will review your fault to see if it can be resolved without an appointment, if we can fix it without having you wait at home we will.
We’ll send you a confirmation SMS shortly.
What happens next?
We will either confirm the appointment or advise you of the next steps to resolve your fault.
When will I hear from you?
As the appointment is approaching we’ll get back to you ASAP.
Most updates come same day but give us up to 24 hours, especially if you called in the evening.
How will you contact me?
Most updates are sent via SMS but if we need to ask or explain something we’ll give you a call.
What if I don't hear from you?
Sometimes we have lots of people to help at once, updates may be delayed but we are still working on your case.
If you haven’t heard from US try our Live Chat team, available Monday to Friday between 9AM – 6PM.
Give them the case number you received via SMS and they’ll have a look for you.
TV Mobile Account Support Pay Bill Relocating? Contact Us Live Chat Home Information Confirm Service SMS FAQs Hopefully we’ve resolved your issue!
Still have a problem? Don’t worry we’ve got you covered below!
Why have I received this message?
Depending on the issue reported we can either see your issue has been resolved with remote testing and / or a field technician has advised us they have found and repaired your issue.
My issue isn’t fixed, what do I do?
Power cycle your devices.
Sometimes things need a kickstart, we may have fixed your issue, you just need to switch off and switch back on to reconnect.
Make sure everything is plugged in correctly.
When you called to report this issue you probably went through a process of disconnecting and reconnecting cables and equipment, sometimes things aren’t plugged back in correctly.
Visit www.iprimus.com.au/setup to make sure you have everything connected properly.
Contact US
Give us a call on the number provided in the SMS you received. Make sure to quote your case number and we’ll take it from there!
TV Mobile Account Support Pay Bill Relocating? Contact Us Live Chat Home Information Confirm Service SMS FAQs Hopefully we’ve resolved your issue!
Still have a problem? Don’t worry we’ve got you covered below!
Why have I received this message?
Depending on the issue reported we can either see your issue has been resolved with remote testing and / or a field technician has advised us they have found and repaired your issue.
My issue isn’t fixed, what do I do?
Power cycle your devices.
Sometimes things need a kickstart, we may have fixed your issue, you just need to switch off and switch back on to reconnect.
Make sure everything is plugged in correctly.
When you called to report this issue you probably went through a process of disconnecting and reconnecting cables and equipment, sometimes things aren’t plugged back in correctly.
Visit www.iprimus.com.au/setup to make sure you have everything connected properly.
Contact US
Give us a call on the number provided in the SMS you received. Make sure to quote your case number and we’ll take it from there!
We’ve got you covered!
Did you know most enquiries can be answered or submitted via our website?
Here is a helpful list of all things you can do online, when it suits you!
All this information can be found on our support site but we’ve put the frequently used options below to get you started!
Account Toolbox
Your account toolbox is the key to your iPrimus account!
Once logged in you can
- Upgrade Your Plan and Internet Speed
- Pay Your Bill
- Add or Update Direct Debit
- View Current and Past Bills
- Update Contact Details
- Add Secondary Accounts Holders (Authorised Representatives)
- View Usage
- Add a Static IP Address
- Pause Your Bill
- Pause Your Internet
Click here to login now or download the iPrimus app from Apple or Google Play store.
Billing & Accounts
Need to pay your bill or add / update direct debit details? Click here
Paid via PBAY and need to report your payment? Click here
Need help understanding your bill? Click here to check out our bill explanation guide
Have questions about payment methods, fees or charges? Click here
Moving-house? To submit a relocation online Click here
Technical Support, Outages & Faults
Need to setup your modem? Click here for video setup guides
Internet just gone offline, there might be an outage! Click here for NBN network status or Click here for iPrimus and Other Network Status
Experiencing service difficulties and need to log a fault? Click here to raise a fault online
Product Information and FAQ’s
Have questions about your internet service? Click here
Have questions about your land line? Click here
Have questions about your mobile? Click here
We’ve got you covered!
Did you know most enquiries can be answered or submitted via our website?
Here is a helpful list of all things you can do online, when it suits you!
All this information can be found on our support site but we’ve put the frequently used options below to get you started!
Account Toolbox
Your account toolbox is the key to your iPrimus account!
Once logged in you can
- Upgrade Your Plan and Internet Speed
- Pay Your Bill
- Add or Update Direct Debit
- View Current and Past Bills
- Update Contact Details
- Add Secondary Accounts Holders (Authorised Representatives)
- View Usage
- Add a Static IP Address
- Pause Your Bill
- Pause Your Internet
Click here to login now or download the iPrimus app from Apple or Google Play store.
Billing & Accounts
Need to pay your bill or add / update direct debit details? Click here
Paid via PBAY and need to report your payment? Click here
Need help understanding your bill? Click here to check out our bill explanation guide
Have questions about payment methods, fees or charges? Click here
Moving-house? To submit a relocation online Click here
Technical Support, Outages & Faults
Need to setup your modem? Click here for video setup guides
Internet just gone offline, there might be an outage! Click here for NBN network status or Click here for iPrimus and Other Network Status
Experiencing service difficulties and need to log a fault? Click here to raise a fault online
Product Information and FAQ’s
Have questions about your internet service? Click here
Have questions about your land line? Click here
Have questions about your mobile? Click here
We’re heading in the right direction, we’ve booked an appointment.
You may have some questions, we’ve got you covered below!
What happens now?
We have booked a technician appointment to investigate your fault.
Do I need to be home?
Yes, someone over the age of 18 needs to be in attendance for the duration on the appointment.
I can’t be there, how do I reschedule?
Call the number listed in the SMS you received, quote your case reference number and tell US you need to reschedule.
Will my fault be fixed by the technician?
In most cases the technician will resolve the fault.
In some cases there is follow-up work required after the technician attends, we’ll contact you as soon as we get an update from the technician.
The appointment time has finished but I haven’t seen a technician. What do I do?
Don’t worry, whilst the technician should attend the premises during the appointment window they may be working on your fault in the area around your premises.
If the appointment time has expired you can leave, we will contact you as soon as we get an update from the technician.
When will I hear from you?
As soon as the technician sends us a report we’ll get in touch with you.
Generally this comes a few hours after the appointment but can take up to 24 hours in some cases.
We’re heading in the right direction, we’ve booked an appointment.
You may have some questions, we’ve got you covered below!
What happens now?
We have booked a technician appointment to investigate your fault.
Do I need to be home?
Yes, someone over the age of 18 needs to be in attendance for the duration on the appointment.
I can’t be there, how do I reschedule?
Call the number listed in the SMS you received, quote your case reference number and tell US you need to reschedule.
Will my fault be fixed by the technician?
In most cases the technician will resolve the fault.
In some cases there is follow-up work required after the technician attends, we’ll contact you as soon as we get an update from the technician.
The appointment time has finished but I haven’t seen a technician. What do I do?
Don’t worry, whilst the technician should attend the premises during the appointment window they may be working on your fault in the area around your premises.
If the appointment time has expired you can leave, we will contact you as soon as we get an update from the technician.
When will I hear from you?
As soon as the technician sends us a report we’ll get in touch with you.
Generally this comes a few hours after the appointment but can take up to 24 hours in some cases.
We’re running some tests on your service.
You may have some questions, we’ve got you covered below.
Why are you doing tests?
We want to fix your service as quickly as possible. Testing will help us decide the best course of action to resolve your fault.
Do I need to do anything?
No, just leave your equipment plugged in and switched on. We’ll do the rest.
How long will the testing take?
Testing takes anytime from a few minutes to a few hours and, we’ll contact you as soon as we’re finished.
If you received SMS in the afternoon we may come back to you tomorrow the following morning.
How will you contact me?
Most updates are sent via SMS but if we need to explain anything in more detail or require additional information we’ll give you a call.
What if I don't hear from you?
Sometimes we have multiple customer faults we’re working on at once. This may cause delays in updates. If you haven’t heard from us, try our Live Chat team, available Monday to Friday between 9AM – 6PM. Remember to mention your case number received via SMS.
We’re running some tests on your service.
You may have some questions, we’ve got you covered below.
Why are you doing tests?
We want to fix your service as quickly as possible. Testing will help us decide the best course of action to resolve your fault.
Do I need to do anything?
No, just leave your equipment plugged in and switched on. We’ll do the rest.
How long will the testing take?
Testing takes anytime from a few minutes to a few hours and, we’ll contact you as soon as we’re finished.
If you received SMS in the afternoon we may come back to you tomorrow the following morning.
How will you contact me?
Most updates are sent via SMS but if we need to explain anything in more detail or require additional information we’ll give you a call.
What if I don't hear from you?
Sometimes we have multiple customer faults we’re working on at once. This may cause delays in updates. If you haven’t heard from us, try our Live Chat team, available Monday to Friday between 9AM – 6PM. Remember to mention your case number received via SMS.
We’re heading in the right direction, a technician has been arranged!
You may have some questions, we’ve got you covered below!
What happens now?
It looks like the fault is outside your premises, a technician will attend to investigate on or before the date indicated in your SMS.
Do I need to be home?
Sometimes the technician may knock on the door if they are working near the premises but you don’t need to wait at home for them.
Will my fault be fixed by the technician?
In most cases the technician will resolve the fault.
In some cases there is follow-up work required after the technician attends, don’t worry we’ll contact you as soon as we get an update from the technician.
When will I hear from you?
As soon as the technician sends us a report we’ll get in touch with you. At latest this may come the day after the date indicated on the SMS you have received.
Can the date be moved forward?
We work closely with our suppliers to give you the quickest technician response times possible, the date provided is based on technician availability in your area and cannot be moved forward.
Don’t forget, whilst the date provided may be a few days away it can be attended anytime before this date.
Do I need to do anything?
Just leave your modem and / or phone plugged in as normal, you may notice your services start working before you hear from us.
We’re heading in the right direction, a technician has been arranged!
You may have some questions, we’ve got you covered below!
What happens now?
It looks like the fault is outside your premises, a technician will attend to investigate on or before the date indicated in your SMS.
Do I need to be home?
Sometimes the technician may knock on the door if they are working near the premises but you don’t need to wait at home for them.
Will my fault be fixed by the technician?
In most cases the technician will resolve the fault.
In some cases there is follow-up work required after the technician attends, don’t worry we’ll contact you as soon as we get an update from the technician.
When will I hear from you?
As soon as the technician sends us a report we’ll get in touch with you. At latest this may come the day after the date indicated on the SMS you have received.
Can the date be moved forward?
We work closely with our suppliers to give you the quickest technician response times possible, the date provided is based on technician availability in your area and cannot be moved forward.
Don’t forget, whilst the date provided may be a few days away it can be attended anytime before this date.
Do I need to do anything?
Just leave your modem and / or phone plugged in as normal, you may notice your services start working before you hear from us.
Expecting a new modem?
Here are details about what a modem replacement means for you.
Why am I receiving a new modem?
A new modem is on its way to you to help resolve your internet issues. You’ll receive a SMS from us shortly with tracking information.
When will I receive my new modem?
Customers typically receive their new modems within 2 – 5 business days.
What happens if I’m not home to accept delivery?
Our courier driver, Toll, should leave a card with details on how to arrange pickup or redelivery.
Can I change where the hardware is being delivered too?
Yes, use your Toll tracking number to make any delivery changes.
Do I need to return the faulty hardware?
Yes, the faulty hardware needs to be returned to us via Australia Post. You will receive return instructions via SMS.
What happens once I receive the modem?
We’ll check in once we can see the hardware has been delivered and plugged in.
Expecting a new modem?
Here are details about what a modem replacement means for you.
Why am I receiving a new modem?
A new modem is on its way to you to help resolve your internet issues. You’ll receive a SMS from us shortly with tracking information.
When will I receive my new modem?
Customers typically receive their new modems within 2 – 5 business days.
What happens if I’m not home to accept delivery?
Our courier driver, Toll, should leave a card with details on how to arrange pickup or redelivery.
Can I change where the hardware is being delivered too?
Yes, use your Toll tracking number to make any delivery changes.
Do I need to return the faulty hardware?
Yes, the faulty hardware needs to be returned to us via Australia Post. You will receive return instructions via SMS.
What happens once I receive the modem?
We’ll check in once we can see the hardware has been delivered and plugged in.
Is there an outage in your area?
Here are details about what an outage means for you.
What is an outage?
An outage is a service interruption that is affecting multiple customers. Your service may be completely offline or work intermittently during the outage.
How long will my internet be down?
The estimated restore date and time is in the SMS we sent you.
What happens next?
If we have any additional information we’ll contact you or send updates via SMS.
How will I know when the outage is fixed?
We’ll send you an SMS when the outage is resolved, you may need to switch off / switch on your modem for it to reconnect.
Is there an outage in your area?
Here are details about what an outage means for you.
What is an outage?
An outage is a service interruption that is affecting multiple customers. Your service may be completely offline or work intermittently during the outage.
How long will my internet be down?
The estimated restore date and time is in the SMS we sent you.
What happens next?
If we have any additional information we’ll contact you or send updates via SMS.
How will I know when the outage is fixed?
We’ll send you an SMS when the outage is resolved, you may need to switch off / switch on your modem for it to reconnect.
Is there an outage in your area?
Here are details about what an outage means for you.
What is an outage?
An outage is a service interruption that is affecting multiple customers. Your service may be completely offline or work intermittently during the outage.
How long will my internet and / or phone be down for?
Outages are unplanned and unexpected so it’s difficult to estimate how long they will take to fix. As they affect many customers they are prioritised and generally fixed very quickly. Usually you will be down for a few hours at most but we’ll let you know if there are updates.
What happens next?
If we have any further information, such as an estimated time that your services will be fixed we’ll let you know.
How will I know when the outage is fixed?
We’ll send you a SMS when the outage is resolved, you may need to switch off / switch on your modem for it to reconnect.
Is there an outage in your area?
Here are details about what an outage means for you.
What is an outage?
An outage is a service interruption that is affecting multiple customers. Your service may be completely offline or work intermittently during the outage.
How long will my internet and / or phone be down for?
Outages are unplanned and unexpected so it’s difficult to estimate how long they will take to fix. As they affect many customers they are prioritised and generally fixed very quickly. Usually you will be down for a few hours at most but we’ll let you know if there are updates.
What happens next?
If we have any further information, such as an estimated time that your services will be fixed we’ll let you know.
How will I know when the outage is fixed?
We’ll send you a SMS when the outage is resolved, you may need to switch off / switch on your modem for it to reconnect.