Who should I contact if I experience problems with my line?

You should contact Primus. We operate a 24hour Fault Line to handle issues at all times of the day.

When there is a fault on the line, who carries out the repairs?

As your line is still part of the Openreach (a BT group business) UK network, it will be Openreach (a BT group business) engineers that repair the line in the event of a fault.

How long does it take to repair a fault?

Once you report a fault to us we commit to having it repaired in the same timescales as BT offer their customers – a maximum of 72 hours for standard lines.

If there is a problem with my line, will there be a charge for having it fixed?

If the problem is out of the customer’s control Primus won't charge the customer. However, if the Openreach (a BT group business) engineer finds that the fault is caused by the customer (e.g. damaged wiring or master socket), you will be liable for a call-out charge of £85.00 (excl. VAT).

Does Primus provide any enhanced service packages for fault repair?

Yes and you can upgrade to these improved fault support packages at any time by contacting your Account Manager.

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