This page will be updated to have Frequently Asked Questions (FAQ's) and it will also have various self help guides as we create them, this is to help you when you need it, by creating these documents for you we are able to provide you with step by step instructions that you can do in your time, and you will also have access to this outside of our helpdesk hours as our website is open 24hours a day!

Wireless Router Questions

Q: My wireless is now called EnGenius and it is unsecured, what can I do?
A: After multiple power surges it can be common for some electronics to reset back to the factory default settings, which if the router comes up as EnGenius is the most likely cause. To fix this please click here to download a PDF guide on how to setup your wireless and wireless security again. If this is a common occurrence then please also look at investing into some surge protection for the gear to avoid this from happening again in the future.

Q: I need to change my wireless password, can I do this myself?
A: Yes, as long as the router was supplied by us you can click here and download a PDF guide that will take you step by step on how to change your wireless password. If you are using your own router and not one supplied by us then you will need to refer to the user manual that came with it for support.

PrimoVoice/VoIP Questions

Q: How do I access my PrimoVoice Voicemail service?
A: We have created a guide which has instructions for access and setup of your PrimoVoice Voicemail service and many other services too, please click here to download the guide for future use.

Q: How do I publish my phone number in the NZ White Pages?
A: We need to create a manual support ticket for this with our upstream provider, please E-mail us with the following information: Name for the Listing, Listing Address, and Listing Phone Number.

Q: Can I make calls to 0900 numbers?
A: Currently all PrimoVoice lines are unable to call 0900 numbers.

Q: Can I make 111 calls on PrimoVoice?
A: PrimoVoice does not currently support emergency calling. However if you do make a 111 call it will connect if possible, but the operator will not know your physical location.

Q: Will PrimoVoice work if there is a power cut?
A: The PrimoVoice service requires power to work - so just like your broadband, if you have no power the service will be unavailable, you can however look at installing a UPS (Uninterruptable Power Supply) which will keep your gear running during any power cuts you may have.

Q: Will I be able to use my Monitored Alarm or Sky Digital with PrimoVoice?
A: The PrimoVoice lines do not support services such as Monitored Alarms, Eftpos Machines, Sky Digital or St Johns Alarms, etc as the service is for voice calling only.

PrimoWireless Customer Guides

Guide One: This guide will help you setup the wireless and security on your PrimoWireless supplied EnGenius router.
Please click here to download the above guide. 

Guide Two: This guide has all the star codes and instructions for your PrimoVoice service, including voicemail, etc
Please click here to download the above guide. 

Guide Three: Coming soon!

Last Page Update: 24/02/2011