« Primus Freedom Mobile

Frequently Asked Questions

1. How do I sign up for Primus Freedom Mobile?

Please complete a Primus Freedom mobile order form.  Include your company name, address, contact details, and the requirements of your order.

Please note that if you have an existing connection that you would like to transfer to Primus from another network and or service provider you will need to ask this company for the PAC code and provide this information on the order form.

2. What is a PAC code?

A Porting Authorisation Code is a special number provided by your mobile service provider to allow mobile company’s to process porting and migrating of mobile connections between companies to retain the same number.  There is a strict guideline published by Ofcom which regulates the porting procedures.

The PAC code is valid for 30 days.

3. When will I receive my new handset?

This depends on the type of connection that has been ordered.

New Connections
For new connection i.e. a totally new phone number, then it normally takes 2 working days.  This is for orders received before 12 a.m. on a working day.  Orders are normally dispatched within 24 hours.

Port Requests & Migrations
Porting requests, i.e. a number being transferred from another mobile network, including O2, Orange, 3, T-Mobile.

Migration requests, i.e. numbers on the Vodafone network but transferring service providers.

These requests are dealt with in the following timescales.:

For orders received before 12.a.m. on a working day, this then takes one calendar week to process and provide a Port/Migrate day this is when the swap will occur. 

The port/migrate day is normally within 10 working days.  Please note that before the day of porting Primus will provide your new handset and SIM cards if required.

On the transfer day your number will be moved across between 11 A.M and 4 P.M.

Unfortunately you may miss some calls during this time, the process is completed by 4 P.M. Full details of the transfer process are available on request.

Please note that all the timescales provided above are for customers with an existing account with Primus.  If you are a new customer, then it takes about 2 working days to process your application form  and credit check your company.

4. When will I receive my first bill?

The business bills are generated on the 18^th / 25^th of each month for the previous months call charges.

5. What is the charge for line rental

The charge for line rental is £9.00 per month for each connection. 

There are additional charges for some products such as multi SIM and company caller etc. 

6. How are the calls billed?

Peak Calls are calls made between 08.00-19.00.  Monday to Friday

(Excluding Public Holidays).  Off-peak calls are made at all other times.

Call charges are set out in pence per minute but shall be charged per second.  Where the call ends with a fraction of a penny the call is rounded to the nearest 10^th of a penny and VAT added.

Voice Calls (unless premium rate calls) shall be subject to a  1p minimum charge whereas circuit switch data calls shall be subject to a 4p minimum charge.

Usage charges for GPRS are set out per MB but shall be charged in bytes used and rounded to the nearest whole penny.  This usage shall be subject to a minimum charge of 1p.

International calls shall be charged per second, with a minimum call charge of 5p.

There is a fixed charge of 51 p for all calls to 118888 Directory Enquiries.

7. Are the bills itemised?

Business Customers have the choice of full itemisation or summary invoicing.  We would recommend for large bills that you receive a summary invoice and full itemisation on a Bill Wizard CD. 

8. What do I do if my phone is lost or stolen?

Please call our Business Services Helpdesk on 0800 036 3698.

We can barr your SIM card to prevent any further outgoing calls.

If this is out of normal business hours then call Vodafone directly on 0845 4404040.

If your handset has been stolen remember to report this to the police and get a crime reference number for your insurance.

If you have Fonesure insurance provided through Primus, please contact the business services helpdesk for a claim form and advise on how to proceed.

9. How do I unlock my SIM card?

If the incorrect PIN code is entered on a number of attempts, your phone will become blocked.  To unblock it you will need your PUK (Personal Unblocking Code).  You can get this by calling the Business Services Helpdesk on 0800 036 3698 and answering some security questions.

10. Will my phone work abroad?

If you have registered your phone to have “Roaming Access” then you can use your phone while you’re overseas. Remember to register before you travel to make sure your service is not interrupted.  Please note that from certain destinations such as the US you will need a tri band handset.  This is because the cellular network in the US works on a different frequency than the UK.

11. Can I make international calls from my phone?

If you have activated International access activated on your handset then you can make international calls from your phone.  Some companies choose to block International access from their mobile phones to reduce cost.

12. What is a preferred network?

When using your phone overseas you will notice that your handset picks up the most available network.  Please note that Vodafone has a number of preferred networks in oversea’s destinations.  This means that Vodafone has a special arrangement with the preferred network, and therefore can pass on better call charges for calls made on those networks.

13. Can I call premium rate numbers from my phone?

Yes, if you have activated premium rate access from your phone you will be able to call these numbers.

14. How do I dial International numbers?

You will need to key in the “+” symbol, then enter the country code, the local area  code, (remember to drop the leading zero) and the telephone number. 

E.g. 001 (USA) 703 902 2800

This is the number for the US office of Primus.

15. Can I receive voice messages whilst I am abroad?

Yes, messages can be accessed by dialling 121 from selected networks abroad.

Otherwise please dial the mail box number (to be notified of the mail box number please call the business service helpdesk before you travel).

16. What call charges will  I get charged whilst I am abroad?

You will be charged for calls that you make whilst roaming at the appropriate international roaming rate.  You are also charged for incoming parts of received calls.

To find the latest roaming rates please call our business services helpdesk on 0800 036 3698.

17. How much does it cost to retrieve voice messages whilst I am abroad?

Calls to retrieve your messages whilst roaming are charged at the appropriate international roaming rate for the country you are in.

18. Can Primus provide insurance for my handset?

Yes, we have various insurance options available for Primus Freedom Mobile customers. Please call the Business Services Helpdesk on 0800 036 3698.

19. What handsets are available?

A monthly handset list is available if you call the business services helpdesk on 0800 036 3698.   The handsets available are from the major mobile manufacturers, including Nokia, Sony Ericcson, Siemans, Motorola.

20. Can I upgrade my handset?

Yes, please refer to the upgrade handset price list available monthly.  Please contact the business services helpdesk on 0800 036 3698.

21. Are accessories available for handsets?

Yes there are many different accessories available for all the handsets currently on the price list.  Please refer to the accessory price list which is available monthly.  Please contact the business services helpdesk on 0800 036 3698.

22. Are car kits available?

Carkits are available for most handsets.

Please note that there are three types of installation available.

These include:

• Premium
• Mid Range
• Budget

23. What happens if my handset breaks?

If your handset is in warranty (first 12 months) then Primus will arrange on your behalf for a courier to collect and replace the handset from your chosen location (within the UK) within 24 working hours.

If you are travelling within Europe, we can normally replace the handset within 48 hours. Please note you will be given a new handset, we will take away the damaged handset.