Troubleshooting

Before contacting technical support for Digital Home Phone SELECT

To ensure the quickest possible resolution, please review the following steps before contacting technical support for your Digital Home Phone SELECT service.

• Please review the appropriate installation guide to ensure that your Digital Home Phone is properly set up and configured.
• If possible, please confirm that your internet service works without the Digital Home Phone adapter. If your Internet connection is not functioning properly, it will disrupt your Digital Home Phone service. For the internet troubleshooting steps, click here.
• If your internet connection requires a username and password to connect, please ensure that you have this information available, as it may be needed while troubleshooting your Digital Home Phone service.
• Please connect a single telephone directly to your Digital Home Phone device for troubleshooting.
• Please power-cycle your devices in sequence, meaning:
  • Turn off or disconnect the power from your pod, Digital Home Phone adapter, and any other networked devices.
  • Leave the devices off / disconnected from power for at least 2 minutes.
  • Beginning with the pod powered off, connect the power/turn on the pod.
  • Once the device has completed its power-up sequence, turn on or connect the power to the next unit.
  • Repeat the step above until all your devices have been powered up.

I can make outgoing calls, but I cannot receive calls.

This happens when you have switched your telephone number to Primus from another provider. This process can take up to 10 business days to complete. This means that you will receive your Home Phone package and be immediately able to place outbound calls on it, but your telephone will continue to ring on your old phone line until the switch is completed.

I am moving soon. What is needed to move my service?

Simply contact the Customer Care team. The Customer Care Agent will complete a move request for you. We prefer to get 30 days' notice for a move request. If you are keeping your current number, we can complete a move on the day you call. If you want to get a new number, it can take up to 72 hours for a move request to be completed. Keep in mind that if you do not advise Primus that you have moved, it could negatively impact your 911 service.