Primus

Primus e-Care - Residential Services

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If we were unable to fully answer your questions please contact a PRIMUS customer service representative at 1 800 806 3273 to help you with matters related to your e-Care account.

Login and Registration Questions

  1. How much does PRIMUS e-Care cost?
  2. Can I have a PRIMUS e-Care account if I am not a PRIMUS Internet user?
  3. I am a PRIMUS Internet user, how do I know what my primary e-mail account is?
  4. I have more than one PRIMUS account number, which number should I use to register for PRIMUS e-Care?
  5. What are the benefits of registering for PRIMUS e-Care?
  6. What if I move in the future will I be able to change my e-Care profile?
  7. I would like to know the terms and conditions before I sign up. Where can I find them?
  8. What is a PRIMUS Internet e-mail address?
  9. What does Alpha Numeric mean?
  10. Can I change my user ID and password?
  11. I can’t remember my password hints. What should I do?
  12. Will other people be able to get into my PRIMUS e-Care account?
  13. What is account association?
  14. Can I edit my e-Care account if I change my PRIMUS services in the future?
  15. If I provide you with my email address will I receive more junk mail?
  16. I have more than one PRIMUS account number. Do I need more than one PRIMUS e-Care account?
  17. Why is there a maximum number of login attempts?
  18. What should I do if I have forgotten my User ID or password?

Account Questions

  1. How long will it take PRIMUS to change my billing address?
  2. What if I don’t receive my PRIMUS bill at my new address?
  3. What does the “effective date” mean on the “change my billing address” form?
  4. How long does it take to change my long distance savings plan?
  5. How much does it cost to change my long distance savings plan?
  6. How secure is on-line bill payment?
  7. Do I still have to change my billing address if I use automatic bill payment?
  8. If I set up my bill to be paid automatically each month, when will the monthly payment occur?
  9. Will I still receive a monthly invoice if I set up automatic bill payment?
  10. How can I cancel my automatic bill payment?
  11. If I use one-time payment now, will I still receive my invoice next month?
  12. How long will it take for a one-time on-line bill payment to be processed?
  13. Why would I need to report a payment?
  14. Will my invoice show the reported payment?
  15. Will I receive any confirmation about the reported payment?

e-Billing Questions

  1. How do I sign up for e-Bills?
  2. Can I have both, a paper invoice and an e-Bill?
  3. If we no longer want to receive our invoice by e-Bill how do we revert back to paper billing?
  4. Which one of my alternate e-Care users will receive the e-Bill each month?
  5. What do I need in order to view my invoices in e-Care?
  6. What if I don’t receive my e-Bill?
  7. How do I change the e-mail address that I use to view my e-Bill?
  8. Can I pay my e-Bill online?



Login and Registration FAQ’s

  1. How much does PRIMUS e-Care cost?
    e-Care is a free service that PRIMUS provides to all its customers to help them manage their accounts at their convenience.

  2. Can I have a PRIMUS e-Care account if I am not a PRIMUS Internet user?
    Yes. Anyone using any PRIMUS service can register for a PRIMUS e-Care account.

  3. I am a PRIMUS Internet user, how do I know what my primary e-mail account is?
    The first email address that you set-up with the PRIMUS domain name (@primus.ca) is your primary PRIMUS email address.

  4. I have more than one PRIMUS account number, which number should I use to register for PRIMUS e-Care?
    Use the account number that you will spend the most time managing through e-Care. The account number that you use to register will be become your default account ready to manage each time you enter e-Care. During the registration process you will be asked whether or not you would like to add additional accounts to your e-Care profile so you can manage all of your PRIMUS accounts.

  5. What are the benefits of registering for PRIMUS e-Care?
    Click here to see a list of e-Care benefits.

  6. What if I move in the future will I be able to change my e-Care profile?
    Yes. You can edit your e-Care profile in the event your personal information changes. Please note that updating your personal information will only change your contact information with us. If you are moving locations and require your service to follow please contact Primus Customer Care 30 days before you move to ensure a smooth transfer of your service. 1-800-806-3273.

  7. I would like to know the terms and conditions before I sign up. Where can I find them?
    The terms and conditions appear on the first page of the registration process. Click here to view.

  8. What is a PRIMUS Internet e-mail address?
    An example would be johndoe@primus.ca.

  9. What does Alpha Numeric mean?
    An Alpha Numeric password contains both letters and numbers.

  10. Can I change my user ID and password?
    Yes. You can change your User ID and password anytime that you want by editing your e-Care profile.

  11. I can’t remember my password hints. What should I do?
    In the event that you can’t remember your password hints please call PRIMUS Customer Care toll free at 1 800 806 3273.

  12. Will other people be able to get into my PRIMUS e-Care account?
    No. To enter your e-Care account you must enter information known only to you. The only way that someone can enter your e-Care account is with your user id and password.

  13. What is account association?
    Account association matches up different account numbers to one e-Care user id.

  14. Can I edit my e-Care account if I change my PRIMUS services in the future?
    Yes. Your e-Care account can be edited at any time to reflect either an addition or cancellation of your PRIMUS services.

  15. If I provide you with my email address will I receive more junk mail?
    No. PRIMUS does not resell the e-mail addresses of our customers.

  16. I have more than one PRIMUS account number. Do I need more than one PRIMUS e-Care account?
    No. You can manage all of your PRIMUS accounts through one e-Care account; this includes different phone lines, wireless service, and Internet services.

  17. Why is there a maximum number of login attempts?
    This is for your security as a PRIMUS e-Care customer. By doing this PRIMUS can limit the opportunities that someone else has to access your e-Care account.

  18. What should I do if I have forgotten my User ID or password?
    Use the following links forgot User ID or forgot Password. In the event that you are still require assistance please call Customer Support toll free at 1 800 806 3273.



Account FAQ’s

  1. How long will it take PRIMUS to change my billing address?
    Your billing address will be changed instantly unless your request is for a future date. In that case the changes occur on that date.

  2. What if I don’t receive my PRIMUS bill at my new address?
    If you don’t receive your PRIMUS bill at your new address please call PRIMUS customer care at 1-800-806-3273.

  3. What does the “effective date” mean on the “change my billing address” form?
    The effective date is the date that your move will occur and therefore the date that PRIMUS will start sending your invoice to your new address.

  4. How long does it take to change my long distance savings plan?
    Change is made immediately. To verify the change view your Account Summary.

  5. How much does it cost to change my long distance savings plan?
    There are no administration charges associated with changing your long distance savings plan. However some plans may charge a low monthly fee.

  6. How secure is on-line bill payment?
    e-Care uses Secure Sockets Layer (SSL) software that is the industry standard and is among the best available today for secure online transactions. It encrypts personal information, including credit card number, name, and address so it cannot be accessed by outsiders.

  7. Do I still have to change my billing address if I use automatic bill payment?
    Yes. In the event that there is a problem with your pre-authorized monthly bill payment we may need to send you a paper invoice in the mail.

  8. If I set up my bill to be paid automatically each month, when will the monthly payment occur?
    For all residential customers the payment will occur 15 days after the invoice date.

  9. Will I still receive a monthly invoice if I set up automatic bill payment?
    Yes. You will still receive a monthly invoice of your account activity. Your invoice will show your amount due as well as the payments, refunds, refunds, discounts, credits and fees that are applied to your account during the billing period.

  10. How can I cancel my automatic bill payment?
    To cancel your automatic bill payment please contact Customer Support at customer.care@primustel.ca.

  11. If I use one-time payment now, will I still receive my invoice next month?
    Yes. Making a one-time payment will not change the way you are billed by PRIMUS. You will still receive your invoice in the mail the following month.

  12. How long will it take for a one-time on-line bill payment to be processed?
    Your payment is processed once you submit the details. You will be given an authorization number for each successful payment.

  13. Why would I need to report a payment?
    Reporting a payment is important to ensure the continuation of your PRIMUS services in the event that your PRIMUS bill is overdue.

  14. Will my invoice show the reported payment?
    No. Your next invoice will only show the payment once it has been processed.

  15. Will I receive any confirmation about the reported payment?
    Yes. You will get confirmation that your reported payment has been received and is being processed.



e-Billing and FAQ's

  1. How do I sign up for e-Bills?
    Signing up for an alternative PRIMUS billing solution is easy. Just use the link on the e-Care main menu to sign up for e-Billing on-line now.

  2. Can I have both, a paper invoice and an e-Bill?
    No. Customers cannot have both a paper invoice and e-Bills. Activating e-Bills will automatically suppress a paper invoice.

  3. If we no longer want to receive our invoice by e-Bill how do we revert back to paper billing?
    Residential customers may revert back to paper billing by simply unregistering from e-Billing using the e-Care e-Billing section.

  4. Which one of my alternate e-Care users will receive the e-Bill each month?
    Upon registering for e-Bills, you will be asked to designate an email address where you want your invoices e-mailed.

  5. What do I need in order to view my invoices in e-Care?
    Customers require Adobe Acrobat Reader to view the electronic invoice documents. Adobe Acrobat Reader is available to download on the Internet at no charge. Click here to view the Adobe company website and download Acrobat Reader if you do not have it installed.

  6. What if I don’t receive my e-Bill?
    If your e-Bill is undeliverable then PRIMUS will revert back to paper billing. If you don’t receive your e-Bill or your paper bill notify a PRIMUS customer care representative at customer.care@primustel.ca.

  7. How do I change the e-mail address that I use to view my e-Bill?
    To change the e-mail address that currently receives your e-Bill, simply choose the e-Billing section within e-Care and enter your new e-mail address.

  8. Can I pay my e-Bill online?
    Yes. You can pay your e-Bill online with a one-time payment or with automatic bill payment. You can access either of these payment methods through the e-Care main menu.