Primo - Your Broadband Specialists - Overdue Payments

Overdue Payment Procedure

Most of our customers pay on time, but what happens if you don't?

Invoices are sent out with a due date for payment, if not paid on or before that date they are deemed as being overdue, the following is an automated process on our system.

If you can't pay on time please contact us as soon as possible we'd rather help and assist than use our big stick.

For accounts that have $20 or more overdue, reminders will be emailed and if you have a mobile number on your account, you will also get an SMS message that directs you to check your email (contact us to opt out of the SMS). The relevant unpaid invoice(s) are attached to the email.

Residential Customers

  • Reminder #1 is sent 23 days after the invoice date - i.e. it will arrive on the 24th of each month (3 days after the due date), RBI direct debit customers will receive a reminder at 26 days after the invoice date
  • Reminder #2 is sent 7 days after Reminder #1
  • Reminder #3 is sent 4 days after Reminder #2 - Customers will need to pay immediately or risk their connection being stopped.  Accounts will be stopped after 11am, 1-2 business days after the reminder was sent.  That way any payments made that day would have been processed. No accounts will be stopped over the weekend or public holidays.  If your connection has been stopped, you will still be able to log into MyPrimo Portal to pay the account with a credit/debit card.  Please note that if you have a Primo Phone, it will not work on a stopped connection.
Business Customers
Reminders will be sent to both residential and business customers, however business customers are not stopped.

Payment Plan

If you are unable to pay the full amount contact us to discuss a payment plan.

Debt collection

If the account remains unpaid at 30 days (ie. 30 day notice period) or you have not contacted us to set up a payment plan or to resume services, we will assume that you no longer wish to keep your connection.  We will work with you to clear the outstanding amount, if remains unpaid at a total of 90 days from the day the connection was stopped, your account may be sent for debt collection.  Disconnection fees may apply.  Costs associated with debt collection will be borne by you.

Contact Primo

Technical Support:

Physical Address: 123 Molesworth Street, New Plymouth, 4312

Postal Address: PO Box 6, Inglewood, 4347

Contact form

Phone: 0800 123 774

Our normal office hours are:

9am till 5:30pm, Monday to Friday. (Closed on all Public Holidays)

After Hours Helpdesk Support

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