Advertised plans are current as 1 September 2023

All prices are the monthly charge in NZD and include GST.  Terms and conditions apply and can be downloaded from here
Our Standard Terms and Conditions (STC’s) apply to all services supplied by Primo and therefore once supplied, are agreed to by the Customer (you).
Speeds shown are peak time national average based on the latest Commerce Commission Measuring Broadband New Zealand (MBNZ) Winter September 2023 report.

Customers must have one bill for their Primo Broadband and Primo Mobile plan for a $10 monthly discount to apply. The discount will cease to apply if you no longer have your Primo Broadband connection.

Installation.

Includes modem and sim card. Self-installation is easy and straightforward. Once you receive your replacement sim card simply insert and power up the modem, contact us to activate.

Primo provides free technical and fault-finding support for all Primo gear, however where a fault is found to have been caused by the customer, and/or a technician is called to site, we reserve the right to charge for the call out and any equipment replaced.

All connections must be plugged into a surge protection board – if you do not have one, we can supply one for $25.
Optional – stay connected during a local power cut, install a UPS (Uninterrupted Power Supply – battery backup) – find out more here.

Moving House.

You can register a house move using this form. We’ll take a look at your new address, check out the options available and be in touch to move you over – easy!

If you are on a term contract, in most cases we can transfer it to your new premises for $99, or take on a new 24 month contract for free.  Some conditions do apply, so it is best to talk with our helpdesk team.  If you are currently on contract and reconnect your new house, any exit fees are usually waived, 30 days’ notice will still apply while services are changed over.

Moving out of Taranaki? Have a chat to our team, we may still be able to connect you!

Plan Changes.

Plan changes can be requested at any time and take effect on 1st of the month. Changing the data on your plan is free.

Data Top-Ups.

Need extra Data?  Data packs are available on request to our helpdesk@primo.nz or call 0800 123 774 (not currently available via MyPrimo Portal).

You can get another 1GB for $2, 10GB for $20.00, 50GB for $100.00 (all incl GST).

Data pack data DOES NOT ROLL OVER from month to month.

Traffic management and fair usage apply.

Connection Performance.

Where available speeds shown are peak time national average based on the latest Commerce Commission Measuring Broadband New Zealand (MBNZ) Winter September 2023 report.

You may experience higher or lower speeds than these speeds. Sufficient 4G coverage and capacity is also required.
Factors that can impact the speed experienced;

• • the distance you are from a cell tower,
  • the network capability and the overall use of that cell tower by the other consumers
  • the performance of your modem,
  • the location of the server you’re connected to,
  • the performance of your device
  • your in-home Wifi setup

The Equipment.

All equipment supplied to you during the installation remains the property of Primo.

Primo gear supplied may be pre-loved, this is our way to reduce, reuse and recycle.

Primo will supply a replacement if your modem fails unless you are found to be at fault, in which case you will be charged for the replacement.

A $199 charge will be added to your final account if your modem is not returned within 14 days should you choose to disconnect from Primo.

Technical Support.

Technical support is available by phone during our business hours; which are 9am – 5:30pm weekdays.

An online contact form is available here

You can also contact us by email 24/7, 365 days a year.

Business After Hours

Business customers also receive priority technical support as well as access to our afterhours emergency fault service.

This service is only free to customers paying for business or corporate plans*.

Selecting this option on our 0800 123 774 phone service will direct you to an on call technician.

IF YOU ARE NOT A BUSINESS PLAN CUSTOMER AND CONTINUE WITH THIS OPTION YOU WILL BE CHARGED $99.

*For avoidance of any doubt, the emergency after hours calling service is not free to ‘businesses’ who pay for a residential plan.

Additional terms and conditions

1. Rural 4G Wireless (Fixed Wireless Access)

1.1 The host network used by Primo is provided by OneNZ, the “network provider”

1.2 You, the customer consent to the sharing of your information by Primo with the network provider for the purpose of complying with any fraud investigation co-operation or emergency response services.

1.3 You, the customer agree that the network provider does not provide, grant or confer any benefit, right or privilege to you as a customer of Primo.

1.4 That these terms exclude all liability of the network provider and its group and personnel arising from, or in connection with Primo 4G wireless services.

1.5 The Primo modem contains a SIM card. You may not use this SIM card in any other device. It remains our property and you must return it to Primo on request.

1.6 The network provider may at any time deactivate any service numbers of a Primo 4G Wireless customer if;

i) There has been fraud or illegal activity in their use of the FWA service
ii) Any modem, SIM card or other equipment of the customer is causing interference with the network
iii) The network provider believes or suspects the customer is jeopardising the operation and quality of the network or services it supplies to its own users.
iv) The network provider is required or instructed to do so by a governmental agency or governmental authority.
v) The network providers Fair Use Policy applies and if excessive or unreasonable usage continues after a request to stop or alter, the network provider, may without further notice, suspend, modify, or restrict that customer’s use of the service or withdraw it completely.