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    Customer Success Team - Signup Form

    NOTES

    Additional Notes

    Customer Information

    Advised customer and they agreed to a credit check
    Advised customer that their personal information may be passed onto a credit bureau and that the credit bureau may use the information to update its databases and for providing information services to its subscribers and other lawful purposes.

    Full legal name*

    D.O.B*

    Eligible for Goldcard discount

    Full Physical Address*

    Email for billing*

    Email for notifications*

    Email for outages*

    Contact phone numbers*

    Additional Account Holder

    Alternative Site contact - Site contact if different from above

    Advised that we need to create a username and password for their account, this will give them access to their online portal where they can check their account balance, pay invoices, create support tickets etc. They can reset their password any time.

    Username for account*

    Check User

    Password for account*

    Services Information

    Choose subscription type

    Choose service type

    Business Fibre Services

    Contract options

    Plan Options

    Advise customer of terms of contract, early termination fee (if applicable), and 30 days notice is required for disconnection. Advise where to find T&C's, and that these are applicable once the customer starts using our services

    Router Type

    Router Delivery Options

    *Advisory being updated* Discuss router options, fees and upgrades as applicable .
    Primo will supply a replacement if a Primo supplied router fails, unless customer is found to be at fault, in which case they will be charged for the replacement.

    Wireless Backup

    Additional IP's

    GoMassive plans - Informed backup is subject to signal testing and Primo's wireless coverage area. Install costs are based on line of sight to our current towers and additional setup costs may occur if a pole, or extra cable, etc is needed to raise the antenna to achieve line of sight.
    Advised and customer agreed that our gear must be plugged into a surge protector to protect from electrical surges, if not used then customer will be liable for full replacement.

    Purchase surge protector?

    Purchase UPS?

    Business Fibre Phone Services

    Add Primo Phone $15 / mth

    Please advise the customer about these points

    • Needs a power source, so it no power then no phone - phone plugs directly into the router, doesn't use the phone jacks in your house - 111 calling code

    • Medical alarms? May or may not be supported - check with your supplier, these generally require the old copper lines

    • 0900 numbers are not supported - Dead cow line https://www.deadstocktaranaki.com/

    • White pages - we do not put your number in the phone book unless they want it to be - link to the form in the welcome email.

    Calling Zone

    111 Calling Required?*

    111 Alternative Means*

    Add Primo Mobile

    Please advise the customer about these points

    • Open term, no contracts

    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.

    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.

    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.

    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    Advised Billing cycle is calendar month with payment due around 21st of month, data renews afresh from 1st of month. First invoice may include part and full month charges
    Advised Payment options - Would they like to pay by direct debit? Amount owing debited from their nominated account on the 19th of the month (or next business day) - Send them a form.

    Business Wireless Services

    Installation information

    Contract options

    Plan Options

    Advise customer of terms of contract, early termination fee (if applicable), and 30 days notice is required for disconnection. Advise where to find T&C’s, and that these are applicable once the customer starts using our services

    Router Type

    Router Delivery Options

    advised and customer agreed router comes fully configured (aids troubleshooting) and remains the property of Primo, $199 will be charged to the final invoice when disconnecting and credited back upon its return.

    Additional IP's

    Purchase surge protector?

    Purchase UPS?

    Business Wireless Phone Services

    Add Primo Phone $15 / mth

    Please advise the customer about these points

    • Needs a power source, so it no power then no phone - phone plugs directly into the router, doesn't use the phone jacks in your house - 111 calling code

    • Medical alarms? May or may not be supported - check with your supplier, these generally require the old copper lines

    • 0900 numbers are not supported - Dead cow line https://www.deadstocktaranaki.com/

    • White pages - we do not put your number in the phone book unless they want it to be - link to the form in the welcome email.

    Calling Zone

    111 Calling Required?*

    111 Alternative Means*

    Add Primo Mobile

    Please advise the customer about these points

    • Open term, no contracts

    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.

    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.

    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.

    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    Advise customer about signal testing process, and that connection is subject to onsite signal testing on the day of install. Non standard installs may be required and additional costs will apply (Ie P2P).
    Advised Billing cycle is calendar month with payment due around 21st of month, data renews afresh from 1st of month. First invoice may include part and full month charges
    Advised Payment options - Would they like to pay by direct debit? Amount owing debited from their nominated account on the 19th of the month (or next business day) - Send them a form.

    Business Mobile Services

    Business Mobile information

    Please advise the customer about these points

    • Open term, no contracts
    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.
    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.
    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.
    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    Residential Fibre Services

    Contract options

    Plan Options

    Advise customer of terms of contract, early termination fee (if applicable), and 30 days notice is required for disconnection. Advise where to find T&C’s, and that these are applicable once the customer starts using our services

    Router Type

    Router Delivery

    Router not included for Fibre Starter or open term – buy from Primo, or rent $5/month or BYOD. Advise that Primo routers come fully configured (aids for troubleshooting) and is the property of Primo. It may be asked to be returned if disconnecting. A Primo router if faulty will be replaced unless the customer is found to be at fault, in which case the customer will be charged for the replacement.
    Advised and customer agreed that our gear must be plugged into a surge protector to protect from electrical surges, if not used then customer will be liable for full replacement.

    Purchase surge protector?

    Purchase UPS? Pay prior to or on day of install

    Residential Fibre Phone Services

    Add Primo Phone $10 / mth

    Please advise the customer about these points

    • Needs a power source, so it no power then no phone - phone plugs directly into the router, doesn't use the phone jacks in your house - 111 calling code

    • Medical alarms? May or may not be supported - check with your supplier, these generally require the old copper lines

    • 0900 numbers are not supported - Dead cow line https://www.deadstocktaranaki.com/

    • White pages - we do not put your number in the phone book unless they want it to be - link to the form in the welcome email.

    Calling Zone

    111 Calling Required?*

    111 Alternative Means*

    Add Primo Mobile

    Please advise the customer about these points

    • Open term, no contracts

    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.

    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.

    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.

    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    Advised Billing cycle is calendar month with payment due around 21st of month, data renews afresh from 1st of month. First invoice may include part and full month charges
    Advised Payment options - Would they like to pay by direct debit? Amount owing debited from their nominated account on the 19th of the month (or next business day) - Send them a form.

    Residential Wireless Services

    Installation information

    Contract options

    Plan Options

    Advise customer of terms of contract, early termination fee (if applicable), and 30 days notice is required for disconnection. Advise where to find T&C’s, and that these are applicable once the customer starts using our services

    Router Type

    Router Delivery Options

    advised and customer agreed router comes fully configured (aids troubleshooting) and remains the property of Primo, $199 will be charged to the final invoice when disconnecting and credited back upon its return.
    Advised and customer agreed that our gear must be plugged into a surge protector to protect from electrical surges, if not used then customer will be liable for full replacement.

    Purchase surge protector?

    Purchase UPS?

    Residential Wireless Phone Services

    Add Primo Phone $15 / mth

    Please advise the customer about these points

    • Needs a power source, so it no power then no phone - phone plugs directly into the router, doesn't use the phone jacks in your house - 111 calling code

    • Medical alarms? May or may not be supported - check with your supplier, these generally require the old copper lines

    • 0900 numbers are not supported - Dead cow line https://www.deadstocktaranaki.com/

    • White pages - we do not put your number in the phone book unless they want it to be - link to the form in the welcome email.

    Calling Zone

    111 Calling Required?*

    111 Alternative Means*

    Add Primo Mobile

    Please advise the customer about these points

    • Open term, no contracts

    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.

    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.

    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.

    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    Advise customer about signal testing process, and that connection is subject to onsite signal testing on the day of install. Non standard installs may be required and additional costs will apply (Ie P2P).
    Advised Billing cycle is calendar month with payment due around 21st of month, data renews afresh from 1st of month. First invoice may include part and full month charges
    Advised Payment options - Would they like to pay by direct debit? Amount owing debited from their nominated account on the 19th of the month (or next business day) - Send them a form.

    Personal Mobile Services

    Please advise the customer about these points

    • Open term, no contracts
    • Number porting - (post paid) please send copy of phone account for pre-paid a photo of sim so we get the number.
    • Voicemail: Inform customers that voicemail access (606 or 707) is free and encourage setup post-activation.
    • SMS Codes: Advise texting "help" to 8255 for data top-up and usage instructions.
    • Network Coverage: Discuss coverage at home and frequently visited areas, noting we use OneNZ (Vodafone) network

    Mobile Plan Options

    Mobile Number Transfer

    Customer sending photo of SIM?

    How did you hear about Primo? [Add any Promo Code here]*

    Connect-A-Mate or Mates-Rates Referrer

    Call Wrap Up

    Review plan, contract, router rental, basic terms with customer, and make sure they are happy. Advise what happens next and what they can expect.

    Customer Success Team Rep

    Task assigned to..

    Version 2.2.5 | Update: 17/03/2025