Getting Started

Hardware Install Guide

Pick your equipment:

• Fibre Internet ONT and Deco Wi-Fi 6 Pod – | Guide |

What to expect after placing your internet order — ON & QC

Here's a step-by-step guide to what happens after you place an order for Primus Fibre Internet service:

1. Order Confirmation: Within 24 hours of placing your order, we'll send you an email to confirm your order details. If you haven't received it, check your spam, or junk folder and add us to your contacts to avoid missing any future emails.
2. Equipment Delivery: We will ship your Wi-Fi 6 Pod(s) by courier a few days after you place your order. We'll send you an email with the tracking number when it's shipped. Keep the equipment in a safe place until the technician's visit.
3. Installation Confirmation: Within 3 business days, we'll send you an email or text message confirming the date and time your internet service will be installed.
4. Fibre Install: A technician will visit your home to install the service on the confirmed day and time and will bring the Fibre terminal with them.
5. Service Activation: Once you and the technician have agreed on the best route, they will install the fibre to your home. The technician will require access inside your home to complete the installation and setup and to activate the Fibre terminal.
6. Start using the service: Once the technician confirms the installation is complete, follow the step-by-step instructions included in the equipment package to set up the Wi-Fi 6 Pod and connect your devices to your new Wi-Fi network.

Important Details for Your Technician Appointment:

• Be home: Someone of legal age must be present during the installation, as the technician will require inside access. Make the necessary arrangements to be present during the appointment.
• Homeowner consent: If you're leasing the property, ensure that you obtain the homeowner's consent before the technician's visit to avoid any potential delay with the installation.
• Building access: If you live in an apartment or condo, we may need to access the phone room in your building. Please pre-arrange access for our technician with your building staff.

If you have any questions about your order or technician appointment, contact us through one of the methods listed here.

What to expect after placing your internet order — AB

We’re excited you have decided to join us and are working hard to get you connected to our internet service. Here’s what will happen next:

1. Order Confirmation: Within 24 hours of placing your order, we’ll send you an email to confirm your order details. If you haven’t received it, you might want to check your spam or junk folder (and add us to your contacts to avoid missing any future emails).
2. Activation Confirmation: Within 3 business days, we’ll send you an email or text message confirming the date and time your internet service will be activated.
3. Your Equipment Delivery: We will ship your equipment by courier within a few days after you place your order. We'll send you an email with the tracking number when it's shipped. Keep the equipment in a safe place until the technician visit.
4. Preliminary Technician Visit: A technician from our partner company will schedule an initial visit with you to survey your premise and determine the best route to lay the fibre.
5. Fibre Install: Once you and the technician have agreed on the best route, they install the fibre to your premise.
6. Service Activation: A technician will complete the installation on the confirmed day and time, connecting the fibre to your home. The technician will require access inside your home to complete this installation.

Here are a few more details about your technician appointment:

• An adult 18 years or older must be home when the technician arrives.
• The technician will probably call to confirm your address, so please keep your phone handy.
• If you live in an apartment, please let the property manager know about the technician's visit because they might need to check the wiring.

If you have any questions about your order or your technician appointment, please get in touch with us right away! Here are the ways you can reach us.

Updating from Cable to FTTP Service

Congratulations on upgrading to fast and reliable Fibre internet! If you have existing Home Phone equipment or TV Set Top Box, please follow the instructions below after your Fibre equipment set-up is completed and you’re connected to the Internet.

Digital Home Phone

1. Disconnect your ATA from the power outlet.
2. Disconnect your ATA from your modem.
3. Connect your ATA to an available LAN port on your Wi-Fi Pod.
4. Connect your ATA to the power outlet.
5. After 2 minutes, the Power, Internet and Phone 1 lights will be on and not flashing. You should now hear a dial tone, and your digital phone service is ready to use.

TV with a wireless Set-Top Box

1. Using your TV remote, press the Home button.
2. Select the Settings in the top right corner of the screen and go to Network & Internet.
3. Search and select your new Primus Wi-Fi Network. Enter your Wi-Fi password.