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Cellular Phone FAQs
- What is Wireless Number Portability (WNP)?
- Can I port (transfer) my current cell phone # or home phone #?
- Are there any charges associated with porting my current #?
- Can subscribers port their number when they move from one city to other?
- Can subscribers port their number before the end of their agreement with their current providers?
- How are subscribers billed during porting intervals?
- How and when will I receive my phone?
- How do I activate my phone?
- What is call forwarding service?
- Do long-distance charges apply when I forward a call?
- How is Call Forwarding billed?
- My cell phone sometimes shows low or no network signal strength, even when I'm within Primus' coverage area. Why?
- Where do I have coverage in Canada?
- Is roaming included with Primus Wireless service? Where can I roam?
- Where in the world can I use my cell phone?
- What is GSM?
- What is GPRS?
- How do I select which network to use when Primus has multiple roaming partners in the same country?
- How do I make calls from my Primus cell phone when I am outside Canada?
- What does the + symbol refer to in international calls?
- Why do I need to notify Primus before traveling abroad with my phone?
- Are my calls automatically forwarded to me while I am traveling?
- How do my Text Messaging and message waiting indicator work when I am roaming in the U.S. or abroad?
- What is my Voice Messaging access number?
- Will Call Display work when I am in the U.S. or abroad?
- Will I have GPRS Internet access and mobile Internet (WAP) while I am roaming?
- How do I access my Voice Messaging while I'm in the U.S. or abroad?
- Is the connection to the Wireless Web automatic as soon as I turn on my cell phone?
- Does the network slow down when many people are using it, affecting the speed of my data transmission?
- How do I access the wireless web?
- What is Primus Wireless' long distance rate?
- When do long distance, airtime & roaming charges apply?
- Who can I exchange text messages with?
- What is my text messaging storage capacity?
- How long can my text message be?
- When I send a text message, how does the receiver know that it's from me?
- Will I receive my text messages even if my cell phone is off?
- Can I access my voicemail from a landline?
- Why are my first invoice charges higher than I expected?
- How do I activate and access my Wireless Voicemail?
- Why would I see "PRIVATE, UNKNOWN or NO ID" on my cell phone screen when I have Caller ID ?
- Is call completion available everywhere in Canada?
- Will I be charged for calling 411 if the number I requested is unlisted ?
- Is International Directory Assistance available from Primus Wireless phones ?
- Is Call Completion available if I call Directory Assistance for a 1-800 number?
- What number should I call to get Directory Assistance in the U.S. ?
- How do I measure the data I receive on my GSM wireless phone ?
- Am I charged for connection time with browsing the wireless web?
- Can I receive calls on my cell phone while I am browsing the web?
- What should I do if I've lost my phone or if it's stolen?
- How long should I charge my cell phone battery when I first receive my phone?
- What happens if my phone gets damaged or isn't working correctly?
- Does Primus Wireless have a return policy?
- What is the early cancellation policy?
Answers:
- What is Wireless Number Portability (WNP)?
- Wireless Number Portability allows you to keep the same mobile, home and or/business phone number when switching service providers within the same local area.
- Can I port (transfer) my current cell phone # or home phone #?
- Yes. The requested ported # has to be active in order to port and will depend on eligibility requirements. Fax numbers can be ported; pager numbers cannot be ported.
- Are there any charges associated with transferring/porting my current #?
- No. Primus does not charge to port your number to or from Primus. However, be sure to check with your current carrier to ensure cancellation fees or any other related fees won't apply.
- Can subscribers port their number when they move from one city to other?
- Generally numbers can not be ported between geographical areas, such as from one metropolitan area to another; however ports within a metropolitan area are usually supported.
- Can subscribers port their number before the end of their agreement with their current providers?
- Yes, subscribers can port their number at any time; however, their current providers may charge early cancellation fees, if applicable.
- How are subscribers billed during porting intervals?
- After porting their numbers, subscribers receive two invoices, one from their Old Service Provider and one from their New Service Provider. The invoice from the Old Service Provider covers charges in the old billing cycle up to the time of port. The invoice from the New Service Provider may include any set-up fees, port request fees, and charges for services accrued with a temporary number as well as the ported number.
- How and when will I receive my phone?
- You will receive your phone by Courier, to the address that you provided us, 2-4 business days after your order is placed with Primus Canada. Residential customers who sign up for a sharing plan must have all their phones (minimum of 2, and maximum of 5) shipped to the same address.
- How do I activate my phone?
- Call us at 1-866-395-4310.
- What is call forwarding service?
- When activated, call forwarding redirects all incoming calls to another number of your choosing. In other words, calls made to your cell phone will ring on the phone that you’ve forwarded calls to. No calls will be received on your cell phone until call forwarding is turned off.
To activate: * 21 * [area code and phone number] # SEND
To cancel: # 21 # SEND
To reactivate: * 21 * SEND
Status: * # 21 # SEND
With a voicemail subscription, unanswered calls are automatically forwarded to voicemail (no call forwarding airtime charge applies).
- Do long-distance charges apply when I forward a call?
- If you forward all calls ("unconditional" call forwarding) to a local number (within your Local Calling Area of your Home Area), no long-distance charges apply. If you forward a call to a number anywhere outside of the Local Calling Area of your Home Area, long-distance charges apply.
- How is call forwarding billed?
- A monthly subscription provides up to 2,500 local minutes for just $3 per month. Long distance and roaming charges (if outside of Canada) may also apply for Call Forwarding. Please note that unanswered calls forwarded to your Primus Wireless voicemail while you’re in Canada are not billed airtime.
- My cell phone sometimes shows low or no network signal strength, even when I'm within Primus' coverage area. Why?
-
Coverage is affected by the following factors:
- Geography. The lay of the land may prevent the network from reaching some locations, particularly areas with hills or mountains.
- Indoor areas. The strength of Primus’ signal varies depending on the construction of certain buildings. Building materials and building height may impede the PCS signal.
- Fringe areas. You may have an intermittent signal in some locations if you are on the edge of our coverage area.
- Certain municipalities. Some municipalities have imposed regulations to control the location of radio frequency towers, which may limit the network's ability to cover all areas.
- Where do I have coverage in Canada?
- Primus Wireless’ coverage area serves 93% of the Canadian population and covers both major urban and rural geography. Please click here to see our coverage maps.
- Is roaming included with Primus Wireless service? Where can I roam?
- Yes, roaming is automatically included with Primus Wireless service. This means you can use your phone in over 180 countries around the world. Click here to see a list of countries where you can roam, including the USA. Please note that international long distance (except back to Canada) is not included with roaming. In order to active this service, an additional credit check may be required.
- Where in the world can I use my cell phone?
- GSM wireless networks around the world operate on different frequencies or "bands." Most GSM networks around the world operate on the 900 or 1800 MHz bands, while some operate on both. Most GSM networks in the Americas, however, including Primus' network in Canada, operate on the 850 or 1900 MHz bands.
- What is GSM?
- GSM (originally "Groupe de travail Spéciale pour les services Mobiles") One of the major standards for digital cellular communications, in use in over 60 countries and serving over one billion subscribers. The GSM standard is currently used in the 900 MHz, 1800 MHz and 1900 MHz bands.
- What is GPRS?
- GPRS (General Packet Radio Service): A GSM data transmission technique that does not set up a continuous channel from a portable terminal for the transmission and reception of data, but transmits and receives data in packets. It makes very efficient use of available radio spectrum, and users pay only for the volume of data sent and received.
- How do I select which network to use when Primus has multiple roaming partners in the same country?
- Your cell phone will automatically select one of Primus roaming partner networks when you turn it on. However, you can switch your cell phone to another network with which Primus has a roaming agreement by manually selecting a network. To manually select a network please refer to your phone's user guide.
- How do I make calls from my Primus cell phone when I am outside Canada?
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When you make calls to locations inside the country you are in, you use the dialing pattern used in that country. Dialing patterns in the U.S., Anguilla, Antigua and Barbuda, Bahamas, Barbados, Bermuda, Cayman Islands, Dominica, the Dominican Republic, Grenada, Jamaica, Montserrat, Puerto Rico, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Trinidad and Tobago, Turks and Caicos Islands, and the U.S. Virgin Islands are the same as in Canada for local or long-distance calls (including long-distance calls back to Canada). Numbering and dialing in other countries differ, but tend to be fairly straightforward. Just remember that, for some countries, a leading "0" may need to be added to a number. The leading 0 is not included if you call the same number from Canada. (For example, when you call a London, U.K. number from Canada, you dial 011 44 207 XXX XXXX or +44 207 XXX XXXX from your Primus cell phone. When in the U.K., to call the same number, you dial 0207 XXX XXXX without the country code "44", but including the leading "0")
When you make international calls with Primus from any country, including calls back to Canada, just remember to precede the country code by the "+ " symbol. (e.g., a call to a Toronto number would be dialed as +1 416 XXX-XXXX). If you travel overseas a lot, it's a good idea to program all your telephone numbers in your phone book with the "+" symbol and country code included. And don't worry about dialing Canadian numbers that way even if you're in Canada. Primus' network in Canada understands where you're calling, even if you call Canadian numbers with the "+" symbol included.
- What does the + symbol refer to in international calls?
-
When you make international calls from Canada or from other countries, you must precede the country code, area/city code, and phone number by the international access code. The international access code varies depending on the country you are calling from. For example, the international access code for calls from Canada and the U.S. is "011"; from the U.K. and most European countries, it is "00"; and from Hong Kong, it is "001". Rather than have to remember the international access code for every country you visit, you can simply replace the international access code by the "+" symbol when making international calls with Primus. To obtain the "+" symbol on your cell phone: On Sony Ericsson and Motorola cell phones, press and hold down the "0" key until the "+" symbol appears on the display.
- Why do I need to notify Primus before traveling abroad with my phone?
- Before leaving the country on your first trip, you must call Primus Customer Service to activate your international calling services. There's no charge to activate and no monthly fee. Certain credit restrictions apply.
- Are my calls automatically forwarded to me while I am traveling?
- Yes. All your calls are automatically forwarded to you while you are abroad. Callers simply dial your Primus number and they will reach you, wherever you are, within GSM coverage.
- How do my Text Messaging and message waiting indicator work when I am roaming in the U.S. or abroad?
- You can send and receive text messages just as you do at home, and you will also receive text messages indicating that you have voice or fax messages waiting for you. When sending messages from overseas, just remember that all messages should be sent using the international dialing format, i.e., including the "+" symbol (+1416XXXXXXX for a Toronto number).
- Will Call Display work when I am in the U.S. or abroad?
- While in the U.S. you will see the number of the caller for most, but not all, calls received. While in other countries, you will only see the number displayed some of the time. When received overseas, the number will be displayed in international dialing format, including the international access code. That allows you to return the call without having to key in the number again.
- Will I have GPRS Internet access and mobile Internet (WAP) while I am roaming?
- You have access to GPRS roaming in the U.S. on the nationwide networks of T-Mobile, Cingular Wireless, and AT&T Wireless. GPRS roaming is also available on select international partner networks.
- How do I access my Voice Messaging while I'm in the U.S. or abroad?
- In most cases, simply press and hold the "1" key on your cell phone and you'll be connected to your Voice Messaging. Otherwise, you can call your Voice Messaging access number. Store this number in your phone book to ensure you have it handy.
You'll then be prompted to enter your access code.
Long Distance charges apply when accessing your voicemail from outside your local calling area.
- What is my Voice Messaging access number?
- Your messaging access number enables you to access your voice messages while you're roaming overseas. Save this number in your phone book to ensure it's handy while you're roaming. These same numbers can also be called from a landline.
Your access number corresponds to the Home Area of your Primus Cellular number:
St-Johns+1 709 341-1141British ColumbiaNanaimo+1 250 797-1141Vancouver / New Westminster+1 604 618-1141Victoria+1 250 885-1141Whistler+1 604 618-1141AlbertaCalgary+1 403 714-1141Edmonton+1 780 707-1141Red Deer+1 403 307-1141SaskatchewanRegina+1 306 351-1141Saskatoon+1 306 880-1141ManitobaWinnipeg+1 204 952-1141OntarioBarrie+1 705 770-1141Brantford+1 519 774-1141Caledon+1 905 587-1141Guelph+1 519 760-1141Hamilton+1 905 921-1141Kitchener / Waterlooo+1 519 729-1141London+1 519 697-1141Oshawa+1 905 922-1141Ottawa+1 613 276-1141St. Catharines / Niagara+1 905 324-1141Toronto+1 416 822-1141Windsor+1 519 991-1141QuebecDrummondville+1 819 461-1141Granby+1 450 330-1141Hull+1 819 328-1141Quebec+1 418 261-1141Montreal+1 514 992-1141Sherbrooke+1 819 580-1141Trois-Rivieres+1 819 701-1141Nova ScotiaHalifax+1 902 412-1141Newfoundland
- Is the connection to the Wireless Web automatic as soon as I turn on my cell phone?
- No, the connection is not automatic. You choose when you want to access to wireless web.
- Does the network slow down when many people are using it, affecting the speed of my data transmission?
- The GPRS transmission uses the same network as voice transmission. Voice transmission has priority over GPRS transmission, so it is possible that at peak hours the GPRS service will be a bit slower, just like the Internet network can be during prime time.
- How do I access the wireless web?
- Generally, there is a wireless web browsing button on each phone that activates cellular internet browsing as soon as the key is pressed. Another option is to go into the phone menu (varies by model) and select web or browser.
- What is Primus Wireless’ long distance rate?
- If you subscribe to one of our wireless long distance plans, you can pay as low as 8¢ per minute! Otherwise, long-distance within Canada and to the U.S. is just 15¢ per minute
- When do long distance, airtime & roaming charges apply
- Consult the table below for an at-a-glance explanation of long-distance charges:
You are within your Home Local Calling Area You make a long-distance call Airtime + long-distance You receive a call Airtime only You make a local call Airtime only
You are outside your Home Area but
still in CanadaYou make a long-distance call Airtime + long-distance You receive a call Airtime only + long-distance You make a local call Airtime only
You are outside CanadaYou make a local call Airtime only You make a long-distance call Airtime + long-distance
+ Roaming chargesYou receive a call Airtime only + long-distance
+ Roaming charges
- Who can I exchange text messages with?
- Almost everyone! You can send text messages to other major Canadian and American telecommunications companies. In many cases, you can also exchange text messages with customers of other GSM operators overseas.
- What is my text messaging storage capacity?
- You can store up to 25 text messages at any given time.
- How long can my text message be?
- Primus Wireless customers can send and receive messages of up to 160 characters.
- When I send a text message, how does the receiver know that it's from me?
- The receiver will see your phone number in the message inbox. This is true even if you have a confidential number.
- Will I receive my text messages even if my cell phone is off?
- If your cell phone is switched off, the text messaging system will try to send the message every 15 minutes for the first hour, then once every hour for the next three days. After 3 days, the message is discarded.
- Can I access my Voice Messaging from a landline?
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Absolutely. Here's how:
- 1. Call your phone number
- 2. At the greeting, press (#)
- 3. Enter your secret access code, then press (#)
- Why are my first invoice charges higher than I expected?
-
The current month includes the prorated charges from the date of your new Primus activation until the end of the billing cycle.
The charges for the coming month include:
- 1. The monthly airtime package you have chosen
- 2. Your Optional Services
- 3. 911 charge
- 4. The system access fee
- How do I activate and access my Wireless Voicemail?
-
New GSM voicemail subscribers:
From a landline:- Dial your wireless phone number.
- Press # to interrupt the greeting.
- Enter your temporary numeric password.
- Follow the instructions given by the voicemail system to set up a new password and personal greeting.
- Enter your 10-digit phone number, then press pound (#).
- Once you hear your greeting message, press star (*) and follow the instructions." You'll then be prompted to enter your access code as usual.
- Hold down the "1" key on your wireless phone or select "listen to voicemail" from the phone menu (this will vary by device). This action will dial your voicemail retrieval number. Note: Applicable local airtime or long distance will apply if calling from outside your local calling area.
- Enter your password.
- Why would I see "PRIVATE, UNKNOWN or NO ID" on my cell phone screen when I have Caller ID ?
-
Your Digital Call Display will give you those messages if:
- The calling party blocked presentation of their number
- The call originates from a pay phone or through a business switchboard: a main business number or a non-existing number may appear
- The calling party's number is not passed to Rogers Wireless from the landline network
- You are experiencing accidental roaming
- You are roaming outside of Canada
- It is an internationally-originated call
- The caller calls one wireless phone that is forwarded/transferred to a second wireless phone
- Is call completion available everywhere in Canada?
- Call completion is available across Canada, excluding Directory Assistance calls within Newfoundland, North West Territories, Yukon and Thunder Bay.
- Will I be charged for calling 411 if the number I requested is unlisted ?
- Yes, you will be charged the 411 fee plus any applicable airtime and long distance (if applicable)
- Is International Directory Assistance available from Primus Wireless phones ?
- No. International Directory Assistance is not available from your Primus Wireless phone
- Is Call Completion available if I call Directory Assistance for a 1-800 number?
- No. Call Completion is only available is you dial 411 from your wireless phone and receive a listed local or long distance number in Canada.
- How do I measure the data I receive on my GSM wireless phone ?
- 1Kb=1024bytes
- 1Kb of data transfer is approximately an e-mail of 40 words or download of one WAP page
- 1 MB equals approximately 1 000 WAP screens
- 1 MB equals approximately 400 e-mails of 100 words each
- 5 MB of data is approximately 2 000 e-mails
- 10 MB of data is approximately 1 000 e-mails plus attachments
- What number should I call to get Directory Assistance in the U.S. ?
- Please call 411 or 1-(U.S. area code)-555-1212.
- Am I charged for connection time with browsing the wireless web?
- No, you are only charged for the amount of data actually sent or received, not the connection time
- Can I receive calls on my cell phone while I am browsing the web?
- Yes. The session will pause while you take your call. After the call, you can continue from the point where you paused
- What should I do if I've lost my phone or if it's stolen?
-
Call Customer Service immediately to report your phone missing. The numbers are:
- Primus (English) 1 877 806-3273
- Primus (French) 1-800-340-4920
- Wintel (English + French) 1-888-216-6624
- Costco (English + French) 1-888-829-6413
- Primus Wireless will suspend the phone and block it from any further use. Until the phone is reported to us, you will be liable for any charges incurred with the missing phone. Once you've called Customer Service, a representative will provide you with options to obtain another phone (if necessary).
- You can protect yourself from unauthorized use. Never store sensitive personal information (PINs, passwords) in your phone. Most phones also come with a "lock-out" feature. Please check your phone's manual to see how to enable this feature.
- How long should I charge my cell phone battery when I first receive my phone?
- Your battery should be properly conditioned in order to reach peak performance. For most phones, the battery should be drained and charged for at least 14 hours for the first 3-4 charges. Please also check your phone's User Manual to ensure you receive optimum performance for your battery.
- What happens if my phone gets damaged or isn't working correctly?
- Call Customer Service. A representative will provide information about where to send your phone. Please note that repair timing is beyond Primus’ control, and we therefore cannot guarantee when the phone will be returned.
- If your phone was bought new, the phone is covered by the manufacturer's warranty. Please refer to your phone's manual or the manufacturer's web site for specific information on what is and is not covered.
- Primus cannot be responsible for any assessment, repair, or other charges associated with cell phone repairs.
- Does Primus Wireless have a return policy?
- No. Once Primus Wireless service is activated, Primus Wireless terms and conditions come into effect. Phones cannot be returned once service is activated.
- What is the cancellation policy?
- No. In the event you cancel your Wireless Service before the expiration of the contract term, You agree that Primus may charge you two hundred dollars ($200) as a reasonable estimate of Primus’ liquidated damages with respect to the cellular telephone