Frequently Asked Questions

ABOUT PRIMETEL
SERVICES AND PACKAGES OFFERED
SUBSCRIBING TO PRIMETEL PACKAGES
INSTALLATION
BILLING INFORMATION
INTERNET SETTINGS

ABOUT PRIMETEL

What makes PrimeTel the only true alternative telecommunications provider in Cyprus?
Through this network, the company offers lower-cost Telephony, faster Broadband Internet speeds and a variety of digital-quality Television channels. This fact makes PrimeTel the only true alternative telecommunications provider in Cyprus.

Do I still have to pay any fees to other Telecommunication providers?
Νο, you will not have to pay any additional fees to other providers since all services are offered through the autonomous island-wide network of PrimeTel.

To how many households can PrimeTel offer its services?
220,000 households in the urban centers can now subscribe to PrimeTel’s packages while this number is soon expected to exceed 250,000.

What is the difference between the conventional ADSL service provided by other telecommunication providers and PrimeTel's ADSL2+?
PrimeTel uses for the first time in Cyprus advanced ADSL2+ technology that allows a data transmission speed of up to 24 Mbps, which is much higher than the speeds offered by the existing conventional ADSL service.

SERVICES AND PACKAGES OFFERED

How many Television channels does PrimeTel offer?
PrimeTel offers more than 100 local, international and Free to Air Television channels. Channels offered include CNN, BBC, the Discovery Channel, Cartoon Network, Eurosport, Eurosport 2, Sigma Sports 1, Sigma Sports 2, LTV and ALFA. For more details, see our Channels List.

What are the advantages of PrimeTel’s Internet service?
PrimeTel’s Internet service offers faster Internet speeds starting from 300Kbps / 128Kbps and twice as fast upload speeds than the ones that are currently offered by other Internet Service Providers. You also receive our free Value Added Services which are: 5 e-mail addresses, 25MB webspace, Anti-Virus program and Anti-Spam program. For further information, see our Internet page.

In comparison to the Incumbent in Cyprus, how much can I save with PrimeTel’s Telephony service?
In comparison to the Incumbent in Cyprus, you can save up to 40% on your local calls and up to 30% on international calls with PrimeTel’s Telephony service. For further information, see our Telephony Call Rates page.

What are PrimeTel's available packages for home users?
There are three available packages to choose from. The first is the PrimeHome Package, which includes Telephony, Internet and Television services. The second package is PrimeNet512 offering Telephony and Internet services. The third is PrimeTVplus which includes Telephony and Television.

Can I get each of the three services separately?
No, we do not provide each service separately. You can choose between the three available packages, PrimeHome, PrimeNet512 and PrimeTVplus package.

Do I have to pay any additional charges for monthly telephone line rental?
No, one important benefit with PrimeTel is that the monthly telephone line rental is included in your subscription for PrimeTel’s packages so there are no additional charges.

What is Call Forwarding and how can I activate it on my telephony service?
With call forwarding you can transfer your calls to any other telephone number.
All you need to do is contact our Customer Support Centre to activate this service and then dial one of the following:

*21number# to enable unconditional forwarding for your incoming calls
*22number# to enable on-busy forwarding for your incoming calls

#21# to disable unconditional forwarding for your incoming calls
#22# to disable on-busy forwarding for your incoming calls

Are there any fees I have to pay for Internet Service Provider subscription?
No, you are not required to pay any fees for Internet Service Provider subscription.

Will I have to sign a new contract if I want to upgrade any of my services?
No, you will not have to sign a new contract if you want to upgrade any of your services. Simply contact Customer Support Center at 133.

When will I be able to use my Internet and Television upgrades?
Please note that the time required for you to be able to use your Internet and Television upgrades is two working days after your request.

SUBSCRIBING TO PRIMETEL PACKAGES

How do I find out if PrimeTel services are available in my area?
The easiest way to check if PrimeTel services are available in your area is by informing us of your address and postal code by phone at 133 or through our website’s Communication Form and we will be able to tell you if PrimeTel services are offered in your area. There may be instances where, although our services are available in your area, they are not immediately available at your property. If this is the case, our Customer Support Centre will contact you to explain the issue as soon it arises.

What documents will I need to present during sign-up to become a PrimeTel subscriber?
In order to become a PrimeTel subscriber, you will need to present the following documents:

A copy of your identification card or passport.
A copy of your latest telephone bill by Cyta (if you already have a telephone line).

Is there a deposit I have to pay for subscribing to PrimeTel services?
There is a €49,12 (£28,75) deposit that will be returned to you at the end of your contract. This deposit applies to all subscribers except customers who choose to pay using our Interest Free Installment Scheme. For further information, see our Billing information page.

Will Ι have immediate access to all services?
Yes, you will be able to access all services immediately after they have been installed. Our installation crew will ensure that all services are working correctly before they finalize the installation in your house. Otherwise, if required, they will explain to you how long you will have to wait before using your services.

Will I have the option to keep my existing phone number?
Yes, we provide you with the option to either keep your existing phone number or obtain a new number.

What will I need to do if I don't have a telephone line?
You will need to apply to us for a new telephone line and we will provide you with a number from our telephone range. For this installation there is a one-time only fee of €100,21 (£58,65).

Do I need to keep my current Internet Service subscription (e.g. NetRunner, etc.)?
No, there is no need for you to keep your current Internet Service subscription but it is your responsibility to inform your current Internet Service Provider that you would like to terminate your Internet service subscription.

INSTALLATION

How many days will I have to wait for my package installation after signing up?
Please note that the installation of your package occurs within 15 working days after signing up.

What kind of installation process is performed?
Our installation crew will install a small DSL CPE device and connect it to your telephone and computer via the telephone line socket. For PrimeHome and PrimeTVplus subscribers, a digital Set-top box is also connected to your Television device. Note that the installation process is completed in less time and effort when all devices are in the same room or in close proximity to each other. For further information regarding installation, see our Installation page.

Am I going to need a satellite dish to be able to receive the TV Channels?
No, there is no need for any satellite dish to receive our TV Channels. All services are offered through a simple and easy-to-use equipment and a normal telephone line.

Can I change my installation date if I need to?
Yes, you can change the date of your installation if you need to by calling our Customer Support Center at 133.

BILLING INFORMATION

What are my paying options?
There are five ways you can pay for your bill. You can pay by Direct Debit, Direct Banking of Bank of Cyprus, Credit Card, through the Interest Free Installments Scheme or with Cash.

When exactly do I have to pay for my bill?
PrimeTel’s charges are monthly and you receive a bill that indicates the payable balance and the due date.

Do I have to pay a deposit for subscribing to PrimeTel services?
To become a subscriber you have to pay a €49,12 (£28,75) deposit that will be returned to you at the expiration of your contract. This deposit is payable by all subscribers, except those who choose to pay using the Interest Free Installment Scheme. For further information, see our Billing information page.

Why should I choose to pay my bill, with the Interest Free Installment Scheme?
With the Interest Free Installment Scheme, you will not have to pay the €49,12 (£28,75) deposit.

Why should I choose to pay my bill through the Direct Banking of Bank of Cyprus?
With this option, you can now pay your bill from the convenience of your home. Direct Banking is a service provided by the Bank of Cyprus. In the near future, other Financial Institutions will also offer the same option.

Can I pay my bill online?
Yes you can, either by using the Direct Banking of Bank of Cyprus or by using your credit card through JCC Smart.

INTERNET SETTINGS

How can I activate my 5 free e-mail addresses?
The five e-mail addresses can be activated by visiting the My Account section of our website at http://www.primehome.com or by calling 133 where Customer Support Service can assist you in creating the e-mail addresses you want.

How can I upload files on my 25MB free web space?
You should login to the FTP server "my.primehome.com" using the username and password of your PrimeHome Internet subscription.

Main page should have name "index.html".
The files you upload there will appear at http://my.primehome.com[username]

What are the settings for the e-mail account?
You can access your email account via webmail by visiting the My Account section of our website at http://www.primehome.com

If you use an email client such as Outlook, then kindly follow the following information regarding our settings in consideration.

If you have an e-mail account with us and we are also your Internet Service Provider (ISP), then type in:
My Incoming Mail Server: mail.primehome.com
My Outgoing Mail Server: mail.primehome.com

For Cyta email clients which have dsl line with us the settings are as follow
My Incoming Mail Server:mail.cytanet.com.cy
My Outgoing Mail Server: mail-out.cytanet.com.cy

For 3rd party clients who have ADSL connection other than CYTA and have EMAIL services with us then:
My Incoming Mail Server: mail.primehome.com
My Outgoing Mail Server: smtp.otenet-telecom.net

Prices INCLUDE V.A.T.