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    Sales:
    1-877-704-4269

    Customer Care:
    1-800-806-3273

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    1-800-370-0015

    Wireless Care/Support:
    1-877-422-6171

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Traditional Local Home Phone

Troubleshooting and FAQs

Before calling Primus to report an issue

Please verify the following:

  1. Check all phone sets to make sure they are all connected properly to the wall jacks.
  2. For a cordless phone, confirm there is power going to the main base; can you see the date/time on the display?
  3. Check your phone volume, is the ringer on?
  4. Do you have other devices on the same line (computer modems, answering machine, fax)? If so make sure they are all plugged in.
  5. If you have damaged or hanging wires outside of your premise, please contact our Customer Care team at 1-800-806-3272 or log in to e-Care and submit a Support Request (Support Ticket). Your issue will be reviewed as soon as possible.
  6. If you are still having problems with your Home Phone service, please contact our Customer Care team.

No dial tone

If you have no dial tone on your phone, you should try these steps:

  1. For all the phone sets, unplug them from the wall jacks for 1 minute. Using a corded phone, check to see if there is a dial tone in each of the jacks, one at a time.
  2. If there is no dial tone in only one jack and the rest are working, the issue is with the jack itself; you may want to have it checked.
  3. If there is no dial tone on many of the jacks, you need to test at demarcation box (the point at which the public telephone network ends and connects with your home’s wiring). Bring a corded phone with you and plug it in phone jack located in the demarcation box (include picture here). If you hear a dial tone from your demarcation then the issue is not with the telephone line; it is due to your home wiring or jacks. You will need to contact a telecommunications technician to do further testing.
  4. If there is no dial tone at the demarcation box, please contact our Customer Care team.

Static / noise on the line

If you have static/clicking noise on the line, please review these steps:

  1. Do you have DSL internet on that same line? Verify the filter installation; make sure that the filters are not defective by trying them in different jacks and with different phones.
  2. Is this happening on only 1 phone? If it’s happening with only 1 phone it could be an issue with that handset or specific jack.
  3. For all the phone sets and other equipment on the line, unplug them from the wall jacks for 1 minute. Using a corded phone, plug it in each jack, one at a time, and confirm if there is any noise.
  4. If there is noise on all the jacks, check at the demarcation box (the point at which the public telephone network ends and connects with your home’s wiring) with a corded phone. If there is no noise at demarcation box, the issue is located inside your home due to the inside wiring. This will need to be investigated further by an interconnect company.
  5. If there is noise from the demarcation box, then the issue is with the telephone line. Please contact our Customer Care team.

Cannot receive incoming calls

If your phone is not ringing or ringing correctly, please check the following:

  1. Check your phone volume, and confirm that the ringer is on?
  2. For all the phone sets, please unplug them from the wall jacks for 1 minute. Using a corded phone, plug it in each jack, one at a time. Using a mobile phone or another phone line, call your home number and see if it rings.
  3. If the phone rings on all jacks except one, the issue might be with that specific jack, and you may want to have it verified by a telecommunications technician.
  4. If the phone is not ringing on any of the phone jacks, you will need to test from demarcation box (the point at which the public telephone network ends and connects with your home wiring) with a corded phone. Use your mobile phone to call your home phone; if the phone rings that means the issue is inside the house with the inside wiring. You will have to hire interconnect company to have this issue investigated further.
  5. If the phone does not ring, the issue is with the telephone line. Please contact our Customer Care team.

Can't make outgoing Calls/cannot break dial tone

If you have a dial tone but you make outgoing calls, here are some things you may want to check first:

  1. Is the phone set on Pulse instead of Touch Tone? In order to work properly the telephone must be set on Touch Tone.
  2. Does this happen on only one phone set? Check the phone cord and battery on cordless handset.
  3. Unplug all the phones and equipment connected to a phone jack. Wait at least 1 minute, and then plug in a corded phone. Try again to make an outgoing call.
  4. If successful, this means the issue is with the phone set. If you are still unable to call out, bring the corded phone outside and test at demarcation box (the point at which the public telephone network ends and connects with your home’s wiring). If you are able to call out from the demarcation box, the issue might be with phone jack itself inside, you will have to hire interconnect company to have the issue investigated further.
  5. If you are unable to make an outgoing call from the demarcation box, please contact Primus

I have a problem with my invoice. Who should I contact?

If you have questions or concerns about your invoice, please contact our Customer Care team.

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

Simply call Primus Customer Care at 1-800-806-3273. 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 for the location you are moving to please keep in mind that 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.

Who can I contact if I have a service issue?

If you are having a problem with your Primus Home Phone service and cannot resolve the issue with our web guides, please contact our Customer Care team.