iPrimus Contact: Phone Numbers, Email, and Account Login

iPrimus Contact

Do you need iPrimus contact information? Below, you can find all the ways to contact iPrimus as a current or future customer of their no-contract broadband and mobile plans. Continue reading below to learn more about how to contact iPrimus customer service, how to use your iPrimus login to access and manage your account, and which phone number or email to use when trying to get financial help, customer service, or technical support.


Summary of iPrimus Contact Methods
iPrimus Phone Number
(General)
13 17 89
iPrimus Phone Number
(Financial Hardship)
1300 312 337
iPrimus Customer Service Email [email protected]
iPrimus Complaints Email [email protected]
iPrimus Financial Hardship Email [email protected]
iPrimus Live Chat Live Chat Online

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iPrimus Contact Methods

If you’re looking for iPrimus contact information, you can use one of the following methods listed below. You can contact iPrimus customer service by phone, email, and live chat with business hours differing depending on your query.

iPrimus Contact Number

iPrimus customers can call iPrimus at 13 17 89. This is the general iPrimus contact number available to residential customers, and with it, you can get in touch with:

Blue telephone
  • iPrimus Sales Team
  • iPrimus Technical Support
  • iPrimus Accounts and Billing

If you need to contact iPrimus Sales or Technical Support you can do so during the week from 9am to 9pm, and weekends from 9am to 6pm. iPrimus Accounts and Billing is available to call Monday to Friday from 9am to 6pm.

iPrimus Contact by Email

For non-urgent questions or concerns, you can email iPrimus customer service at any time. You can contact iPrimus customer service by email at [email protected]. If you need to send written correspondence for either a formal complaint or financial hardship support, they also have separate email addresses just for these enquiries. Below we have compiled all iPrimus email addresses, for whatever your question might be.

iPrimus Email Addresses
iPrimus Department iPrimus Email Address
iPrimus Customer Service [email protected]
iPrimus Complaints [email protected]
iPrimus Financial Hardship [email protected]

iPrimus Live Chat

iPrimus Live Chat is available during the same hours as their call centre. With iPrimus Live Chat you can find help with:

  • Sales and orders
  • Technical support
  • Accounts and billing
  • Complaints

iPrimus Contact Hours

Depending on your enquiry or concern, the business hours available to contact iPrimus differ.

If you need to contact the iPrimus Sales Team or iPrimus Technical Support, you can do so Monday to Friday from 9am to 9pm and during weekends from 9am to 6pm. However, if you need iPrimus Accounts & Billing, their customer service hours are weekdays only from 9am to 6pm.

iPrimus Contact Hours
iPrimus Department Business Hours
iPrimus Sales Monday to Friday: 9am - 9pm
Weekends: 9am - 6pm
iPrimus Technical Support Monday to Friday: 9am - 9pm
Weekends: 9am - 6pm
iPrimus Accounts & Billing Monday to Friday: 9am - 6pm

Contact iPrimus Support

iPrimus Technical Support is available from 9am to 9pm weekdays, and 9am to 6pm during the weekends.

Blue house with wifi

You can contact iPrimus Technical Support by phone, by calling 13 17 89 during their business hours. Or, if you prefer, you can submit an Online Support Request for out-of-hours support or non-urgent requests.

If you’re experiencing a fault with your NBN service or mobile service, you can also Log a Fault Online at any time. Before logging a fault, check the Network Status for any outages and known issues and your account to make sure you don’t have an overdue balance.

iPrimus Bill Payments & Financial Hardship Support

Below you will find all the ways to contact iPrimus for reasons related to your account, billing, and payments. This includes iPrimus billing and payment methods and fees associated with paying your iPrimus bill, and iPrimus contact methods for financial hardship support and help. If you need to contact iPrimus about an issue with your account or billing, you can use one of the phone numbers below.

iPrimus Contact for Accounts and Billing
iPrimus Department iPrimus Contact Number
iPrimus Billing and Accounts 13 17 89
iPrimus Financial Hardship Team 1300 312 337

iPrimus Billing and Payment Methods

iPrimus gives customers multiple ways to pay their bills including online, direct debit, BPAY, or Australia Post. However, iPrimus recommends that you set up a direct debit as your chosen payment method, as there is a $2.95 non-direct-debit fee that applies on top of your preferred payment method.

You can pay your iPrimus bill online, or through your iPrimus account. Below you can find a table that shows potential iPrimus transaction fees depending on your chosen method of payment.

iPrimus Bill Payment Methods
Bill Payment Method Transaction Fee Processing Timeframe
Direct Debit No fee
$10 dishonour charge
Up to 2 business days
Visa / Mastercard 0.43% surcharge Real-time
Diners / AMEX 2.89% surcharge Real-time
AusPost $3.05 per payment Up to 2 business days
BPAY $2.05 per payment Up to 2 business days

If your service has been restricted due to a missed payment, you can report a payment made and get your service reinstated more quickly. Once you report a payment online, your service should be back in up to 4 hours.

iPrimus Contact for Financial Hardship Support

If you’re experiencing financial hardship, and need to find support with iPrimus, your first step is to download and complete a Statement of Financial Position and return it by email to the iPrimus Financial Hardship team. If you need to contact the Financial Hardship team, you can by phone, email, or written letter.

iPrimus Contact for Financial Hardship
iPrimus Contact Method How to Contact iPrimus
iPrimus Phone
Monday to Friday: 9am - 5pm
1300 312 337
iPrimus Email [email protected]
iPrimus Postal Address iPrimus Financial Hardship Case Manager
PO Box 631, Collins Street West,
Melbourne, VIC 8007

If you're experiencing financial hardship, iPrimus might be able to offer help by offering:

  • Payment arrangements and spend controls
  • Restriction of service
  • Low cost interim payments
  • Waiver of lay payment or cancellation fees

You might also be able to change your iPrimus NBN or mobile plan to a cheaper option. Compare more cheap broadband and cheap mobile plans to find the best offer.

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iPrimus Toolbox Login

There are plenty of ways to access and manage your iPrimus account online. Your iPrimus Toolbox Account is available both online and through the iPrimus app and can be used to manage your account and services, as well as your primary iPrimus webmail account.

iPrimus Toolbox Account

Your iPrimus account allows you to manage and update your iPrimus services and account details from anywhere either online or via the iPrimus account app. With your iPrimus account, you can:

Gold smartphone
  • Upgrade your iPrimus NBN or mobile plan
  • Pay your iPrimus bill
  • Update or add a direct debit
  • View current and past bills
  • Update account and contact details
  • Add secondary accounts holders
  • Check and manage data usage
  • Add a static IP address
  • Pause your bill or internet service

Download the iPrimus My Account app

iPrimus for iOS iPrimus for Android

iPrimus Login Help

If you’ve forgotten your iPrimus login information such as your username or password, or you don’t have your login details yet, you will need to verify your account to proceed. To access your iPrimus login details, you will need to provide your date of birth and either:

  • Your customer number, or
  • Your service number, or
  • Contact mobile number, or
  • Contact email

iPrimus Webmail

You can have up to five iPrimus email addresses, as part of your iPrimus webmail account. To log into your iPrimus webmail service online, you will need your primary iPrimus email address and password. You can manage your iPrimus webmail and primary email password through your iPrimus Toolbox. It's important to note that your iPrimus webmail is associated with your iPrimus NBN account and if you terminate your service you will lose your iPrimus webmail. 

iPrimus Contact for Complaints

If you’re dissatisfied with your iPrimus service, you can submit a formal complaint. Complaints can be formally sent to iPrimus by phone, written letter, email, or over iPrimus Live Chat. Once your complaint is submitted, you will receive a unique reference number within two working days with the intent to resolve the complaint within 15 working days. Below are all the ways to contact the iPrimus Complaints Team.

Contact iPrimus Complaints Team
iPrimus Phone
Monday to Friday: 9am to 8pm
13 17 89
iPrimus Email [email protected]
iPrimus Live Chat iPrimus Live Chat Online
iPrimus Postal Address iPrimus Complaints Team
PO Box 631, Collins Street West
MELBOURNE VIC 8007

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