Cellular Phone FAQs
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For customers who signed up for Wireless service after April 11, 2012, click here for FAQs.
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- How and when will I receive my phone(s)?
- How do I activate my phone(s)?
- Can I accept collect calls?
- What is “unconditional” call forwarding?
- What is “conditional” call forwarding?
- Do long-distance charges apply when I “unconditionally” forward a call?
- How do charges apply when I “conditionally” forward calls?
- 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?
- What can I do if I am unable to get network signal in certain areas?
- Where do I have coverage in Canada besides my home city?
- Can you explain to me why cell phones operating on different frequency bands are usually needed for roaming overseas?
- 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?
- 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?
- What is my Voice Messaging access number?
- When I subscribe to Primus’ Wireless Service, do I get an e-mail address?
- 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 does Primus charge for long distance?
- What charges apply if I receive a long-distance call?
- Do long-distance charges apply when I forward calls?
- Do long-distance charges ever apply when I retrieve my voice messages?
- 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 Voice Messaging from a landline?
- How long can I keep voice messages in my inbox?
- Will my voice messages be deleted if I don't re-save them?
- Is there a limit to how many messages I can receive and store?
- What are my options for paying my Primus Wireless invoice?
- I want to pay my invoice by mail. What is the address for your billing department?
- I have selected the pre-authorized payment method. When will my account be debited?
- What is the charge for an overdue account?
- Why are my first invoice charges higher than I expected?
Answers:
- 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?
- When you receive your phone you will find a Welcome Kit from Primus that includes your SIM Card Quick Start Guide. Simply follow the five easy steps outlined in those instructions. For those customers on sharing plans, each person can individually activate his or her phone, or the primary account holder can activate all phones on the account.
- Can I accept collect calls?
- We are unable to offer collect calling.
- What is “unconditional” call forwarding?
- Unconditional call forwarding redirects all incoming calls to the chosen number. No calls will be received on your cell phone until unconditional call forwarding is turned off.
- What is “conditional” call forwarding?
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Conditional Call Forwarding is only available when you subscribe to Voicemail.
Conditional call forwarding redirects incoming calls according to the specific call circumstance:
- Forward if busy redirects incoming calls to the desired number when you are already on the phone
- Forward if not answered redirects incoming calls to the desired number if you do not answer, normally within 15 seconds
- Forward if out of reach redirects incoming calls to the desired number if the phone is switched off or is outside of the coverage area
- Please note that the option of three different “conditional” call forwards is only available on certain cell phone models. On some cell phones, you will only see the Forward calls when unavailable option, which will forward calls in all three cases.
- Do long-distance charges apply when I “unconditionally” forward a call?
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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. For your plan’s airtime forwarding limit, please refer to your plan details. Exceeding your airtime forwarding limit will result in airtime charges at your plan’s current per minute rate.
Forwarding long-distance calls are billed at your plan’s standard long distance rate for Canada, the U.S. and international destinations.
Please note that calls forwarded to your Voicemail count against your call forwarding limit.
- How do charges apply when I “conditionally” forward calls?
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If you forward calls when unavailable (“conditional” call forwarding):
If you are on the Primus network anywhere in Canada, long-distance charges apply if you forward a call to a number anywhere outside the Local Calling Area of your Home Area. Airtime charges will also apply if you exceed 1,000 Call Forwarding minutes per month.
If you are roaming in the U.S., you will be charged the U.S. roaming rate plus applicable airtime. These charges will also apply to messages deposited in your Voice Messaging service.
If you're roaming abroad, you'll be charged for both incoming calls in the country in which you are located, plus outgoing calls to the location/country to which you're forwarding your calls. These charges will also apply to messages left in your Voice Messaging.
- How is Call Forwarding billed?
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You receive 1,000 free Call Forwarding minutes per month as an Included Service. Additional minutes are billed at your plan’s per minute rate.
Calls forwarded to a number outside of your Home Area are subject to long-distance charges.
- My cell phone sometimes shows low or no network signal strength, even when I'm within Primus' coverage area. Why?
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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.
- What can I do if I am unable to get network signal in certain areas?
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You can use Primus’ included Call Forwarding service to forward your calls to any number you wish, in order to make sure that you can be reached.
- Where do I have coverage in Canada besides my home city?
- Primus’ digital PCS coverage area serves Canada's major urban areas. Please refer to our website for the latest list of cities within our service area. US and international roaming is activated automatically for all Primus customers.
- Can you explain to me why cell phones operating on different frequency bands are usually needed for roaming overseas?
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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 a different band—1900 MHz. Some networks in the Americas now also use the 850 MHz band. The table below outlines which type of cell phone will operate in which countries.
Cell Phone Network Compatibility Chart Network and MHz Countries Possible cell phones W-CDMA (3G) only Japan Special 3G (rental only) GSM 1900 MHz Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Canada, Cayman Islands, Chile, Dominica, Dominican Republic, Grenada, El Salvador, Jamaica, Mexico, Paraguay, Peru, Puerto Rico, St. Lucia, St. Vincent and the Grenadines, United States, U.S. Virgin Islands Single-band (GSM 1900)
Dual-band (GSM 1900/900)
Dual-band (GSM 1900/850)Tri-band (GSM 1900/1800/900)
Tri-band (GSM 1900/1800/850)Quad-band (GSM 1900/1800/900/850)
GSM 850 MHz only Anguilla, Colombia, Ecuador, Montserrat, Panama, St. Kitts and Nevis, Turks and Caicos Islands, expanded U.S. coverage Dual-band (GSM 1900/850)
Tri-band (GSM 1900/1800/850)
Quad-band (GSM 1900/1800/900/850)
GSM 1800 MHz only Brazil, Costa Rica, Trinidad and Tobago Tri-band (GSM 1900/1800/900)
Tri-band (GSM 1900/1800/850)Quad-band (GSM 1900/1800/900/850)
GSM 900 MHz All other GSM countries besides the ones mentioned above Dual-band (GSM 1900/900)
Tri-band (GSM 1900/1800/900)
Quad-band (GSM 1900/1800/900/850)
GSM 900/1800 MHz Approximately 50 countries worldwide (Note: 1800 MHz coverage may be limited to urban areas.) Tri-band (GSM 1900/1800/900)
Tri-band (GSM 1900/1800/850)Quad-band (GSM 1900/1800/900/850)
CDMA 1800 MHz only South Korea Special CDMA 1800 (rental only) In most parts of the world, single-band also refers to a GSM 900 cell phone, and dual-band also refers to a GSM 900/1800 cell phone, both of which will not operate in Canada.
- How do I select which network to use when Primus has multiple roaming partners in the same country?
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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?
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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 long distance calling service. 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?
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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 (listed below). 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?
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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:
Voice Messaging Access Numbers British Columbia Halifax +1 514 992-1141 Nanaimo +1 604 618-1141 Vancouver/New Westminster +1 604 618-1141 Victoria +1 604 618-1141 Whistler +1 604 618-1141 Alberta Calgary +1 403 714-1141 Edmonton +1 403 714-1141 Red Deer +1 403 714-1141 Saskatchewan Regina +1 403 714-1141 Saskatoon +1 403 714-1141 Manitoba Winnipeg +1 403 714-1141 Ontario Barrie +1 416 822-1141 Brantford +1 416 822-1141 Caledon +1 416 822-1141 Guelph +1 416 822-1141 Hamilton +1 416 822-1141 Kitchener/Waterloo +1 416 822-1141 London +1 416 822-1141 Oshawa +1 416 822-1141 Ottawa +1 514 992-1141 St. Catharines/Niagara +1 416 822-1141 Toronto +1 416 822-1141 Windsor +1 416 822-1141 Québec Drummondville +1 514 992-1141 Gatineau +1 514 992-1141 Granby +1 514 992-1141 Québec +1 514 992-1141 Montréal +1 514 992-1141 Saint-Hyacinthe +1 514 992-1141 Saint-Jérôme +1 514 992-1141 Sherbrooke +1 514 992-1141 Trois-Rivières +1 514 992-1141 Nova Scotia
- When I subscribe to Primus’ Wireless Service, do I get an e-mail address?
- No. At this time we are not offering a wireless email address.
- 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 does Primus charge for long distance?
- Long-distance calls within Canada and to the U.S. are 9¢ per minute (billed by the minute), any time of the day. Calls terminating in the North-West Territories, Alaska and Hawaii are 15¢ per minute.
- What charges apply if I receive a long-distance call?
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Consult this table for an at-a-glance explanation of long-distance charges:
Explanation of Long-Distance Charges When you are within your Home Area You receive a local or long-distance call Airtime only You make a local call Airtime only You make a long-distance call Airtime + long-distance charges
- Do long-distance charges apply when I forward calls?
- If you forward all calls to a local number (within your Local Calling Area), no long-distance charges apply. If you forward calls to anywhere outside of your Local Calling Area, long-distance charges apply.
- Do long-distance charges ever apply when I retrieve my voice messages?
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If you retrieve your voice messages from your Local Calling Area, no long-distance charges apply. Alternatively, the following rules apply:
- If you retrieve your voice messages from outside your Local Calling Area in Canada, you pay long distance charges
- If you retrieve your voice messages while roaming in the U.S., you pay roaming and long distance charges
- If you retrieve your voice messages from any country other than the U.S. or Canada, you will be charged a roaming fee plus airtime.
- Who can I exchange text messages with?
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Almost everyone! You can now reach customers of other major Canadian and American telecommunications companies.
In many cases, you can also exchange text messages with customers of other GSM operators abroad, if Primus has international roaming agreements with these GSM operators. Please note, however, that some GSM operators block such text messages received by their customers. Therefore, this is not a universal service.
- 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 users can send and receive messages of up to 160 characters. A message of more than 160 characters will be split into multiple messages, with a maximum of 160 characters each.
- When I send a text message, how does the receiver know that it's from me?
- The receiver will see your phone number in their inbox. This is true even if you have a confidential number.
- Will I receive my text messages even if my cell phone is off?
- Yes. If your cell phone is switched off, the system will try to send the message every 15 minutes for the first hour, then once every hour for the next three days.
- Can I access my Voice Messaging from a landline?
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Absolutely. Here's how:
- Call your phone number
- At the greeting, press (*)
- Enter your secret access code, then press (#)
- If you're accessing your Voice Messaging service from a landline outside Canada, call the Voice Messaging access number for your Home Area.
- 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.
- How long can I keep voice messages in my inbox?
- Voice messages can be kept in your inbox for 30 days. After 30 days, you will receive a Message Reminder when you access your Voice Messaging, reminding you that you have had messages in your box for 30 days. You will have the choice of saving or deleting these messages.
- Will my voice messages be deleted if I don't re-save them?
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No, previously saved messages will not be deleted, unless you choose to delete them.
Messages that you received in your inbox but haven't listened to will be deleted after 60 days without notification, unless you listen to and save them.
- Is there a limit to how many messages I can receive and store?
- Yes. Primus allows you to store 35 messages at any one time in your Voice Messaging inbox. If you exceed 35 messages, you will be asked to delete saved messages so you can receive new messages in your inbox.
- What are my options for paying my Primus Wireless invoice?
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You can pay your Primus invoice in one of the following ways:
- Via pre-authorized payments from a credit card or bank account
- At your financial institution, with your Primus invoice, either in person, at a bank machine, by phone or via Internet
- By credit card
- By sending us a cheque with your invoice stub by mail
- I want to pay my invoice by mail. What is the address for your billing department?
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The address for our billing department is:
PO Box 4662 Station A
Toronto, ON
M5W 5H4
- I have selected the pre-authorized payment method. When will my account be debited?
- You account will be debited approximately 15 days after the invoice date.
- What is the charge for an overdue account?
- Any unpaid balance (including accumulated interest) is subject to interest charges at a rate of 2% per month, compounded daily (26.82% per annum), calculated and charged to the account on a monthly basis.
- Why are my first invoice charges higher than I expected?
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Your first Primus Wireless invoice includes charges for the current mont h as well as for the coming month.
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:
- The monthly airtime package you have chosen
- Your Optional Services (Features and Bundles)
- 911 charge
- The system access fee