What happens to my service if I move offices?

Please contact your named Account Manager at least 1 month in advance of any potential move so that they can arrange the transfer of your service to the new premises. 

Important note: please do not contact another provider to activate the phone line at your new address. This will cause problems when Primus come to move your existing service to your new address.

I am moving to new premises which don’t have a telephone line. What should I do?

Our service supplier (Openreach (a BT group business)) will need to install a new line. Primus will arrange this for you and you will be charged a standard fee of £59 (excl. VAT) to do this.

My new premises have a telephone line but this has been disconnected. How do I get it connected again?

This rarely happens. However if your new property does have a disconnected telephone line, it will need to be reconnected by our service supplier (Openreach (a BT group business)). Primus will arrange this for you and you will be charged a standard fee of £59 (excl. VAT) to do this.

How long will it take to get a telephone line installed?

If the new address you are moving to is moving to has an existing telephone line, our service supplier can usually reconnect this in a minimum of 5 working days (or on a working day of your choice after this). Your broadband will be moved once your telephone line has been moved to your new address.

Can I keep my current telephone number?

Yes, but only if the premises you are moving to are serviced by the same telephone exchange. Where your number has to change due to an office move a charge of £15 will apply. In most circumstances moving your phone service will mean this has to be relocated to a new telephone exchange. Your existing telephone number cannot be kept where a change of telephone exchange is needed.

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