Social Media

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    PrimeTel’s Social Media Policy

    We love the internet, which is why you’ll find our social media team using sites like Facebook, Twitter and our blog to chat to customers, answer questions, and to share the stuff we love.



    We like sharing photos and videos on Facebook that we’ve spotted on the internet. We sometimes share phone news and occasionally bits of company news such as the latest competition running and other amazing offer deals. This is the place where we’re mostly like to celebrate what’s great about the internet.

    If you have a question or want to get an issue resolved, click on the Facebook ‘Support’ tab at the top of our page, just below the ‘Like’ button. Fill out the form and our Social Media Support team will get back to you as quickly as they can.


    @PrimeTelCare – Tweet the team with any customer service queries and they’ll do their best to help. Please don’t share your personal details publicly – ask the team to follow you so you can send them a direct message. We have loads of hints, tips and trouble shooters on, so it’s worth taking a look before you tweet. The team will happily point you in the right direction if you can’t find what you’re after.

    @PrimeTel– Keep your eyes peeled for competitions, device launches and what’s on PrimeTel TV. The tweeters share news from PrimeTel, plus other fun stuff.


    Listening to your feedback.

    Your feedback, good or bad, is important to us, and we’ll never shy away from a difficult subject. We try and help where we can but we may have to redirect you so you can share your details securely with our dedicated Social Media Support Team. Contact them directly by tweeting @PrimeTelCare or from our Facebook Support tab (just fill out the short form and they’ll get back to you by email).
    Facebook and Twitter have their own guidelines, and it’s a good idea to be familiar with these. You can read them here: Facebook Help Centre | Twitter Support

    In addition to the social networks’ requirements we have our own guidelines, simply to help you understand any decisions we make in accordance to the main rules.

    Our guidelines.

    We want you to have fun and join in but we think that everyone using social media deserves to be treated with respect. Although we can’t monitor all the comments posted to this page, we reserve the right to remove inappropriate or offensive postings without notice.
    Please try and remember that we’re humans too!


    Please don’t offend.

    Please don’t post comments that include foul language. We encourage free speech and try to defend your right to express unpopular points of view, but we don’t permit ‘hate speech’. Hate speech refers to content that promotes violence or hatred against individuals or groups based on certain attributes, such as: race or ethnic origin, religion, disability, gender, age, veteran status, sexual orientation/gender identity.

    Please don’t post any comments that may constitute a criminal offence or give rise to civil liability or that otherwise breach any law. This includes comments directed at our teams.

    Harassing, stalking, threatening or otherwise violating legal rights (such as rights of privacy and publicity) of others or do anything which harms or can reasonably be expected to harm any person or company, is not acceptable.


    Could your comment be potentially damaging?

    We won’t permit comments that amount to harassment, are abusive, hateful, defamatory or capable of damaging the reputation of a person or organisation. This doesn’t include general opinions, good or bad, about our products or services, or expressions of first-hand experience of us as a network. It also doesn’t include comments made in good faith, without malice, or on a matter of public interest.

    Give us a chance to reply.

    It’s not necessary to post your message multiple times. We’re usually online during office hours, but can sometimes have a lot to catch up on, so please give us a chance to reply.

    Don’t mislead.

    Only post advice if you are confident that the advice is correct. If you’re not sure, we know you’re trying to be helpful but leave it to our team to respond as this can cause confusion. Please follow the advice posted by PrimeTel which is correct at the time of publishing. For the most up to date information about our price plans, deals and policies, please refer to

    Do you have consent?

    Please don’t post any material for which you don’t have the necessary rights, licences or consent. We ask that you respect copyrights, trade marks, and other legal rights. We’d also ask that you don’t use our logo or variations of our logo.

    No commercial messages.

    We won’t allow comments that appear to be promoting a non-PrimeTel product or service on our Facebook page.


    Respect privacy.

    We understand that everyone values their privacy, which is why we can’t allow any material to be posted that affects or threatens other people’s right to privacy. This includes contact details or private information belonging to our customers or employees.

    Please don’t distribute another person’s personal information of any kind without their permission. This includes uploading or sharing any photograph, video or content which features anyone other than yourself.

    As you’d expect, we want to ensure that your details are always secure, which is why we cannot discuss the details of an individual customer’s account on our social media profiles or within our blog – or anywhere that is a public domain. This is in line with our Privacy Policy. You can safely share your details with our Social Media team by using the form at the bottom of our Facebook ‘Support’ page, or by Direct Message on @PrimeTelCare.

    Please make sure you keep your personal details safe and don’t share them in the public domain.


    We can’t be held in any way responsible for comments posted on our Facebook page, or addressed to us via our Twitter profiles. We don’t endorse, approve or promote any user posts. If you see any content posted on our sites that is inappropriate you can contact us and we will review it to determine whether it violates our Terms of Use. We won’t automatically remove any content that is reported, but if we do remove content, it will be for a specific reason. If you’d like to know why we removed a certain piece of content, it might be helpful to refer back to this policy so you can understand why we were obligated to do so.

    The Social Media teams moderate the comments on our social media pages and will, wherever possible, provide advice, primarily by sharing URLs to the correct area of the support pages on

    To get in direct contact with the Social Media Support team, tweet @PrimeTelCare or head to Facebook and click on the Support tab (only accessible on PC and Mac, as Facebook does not support this function on mobile platforms) and fill out the form . Our Social Media team work Monday to Friday, 9 am to 6 pm, and will respond to you by tweet or email as quickly as they can.

    Understandably, if these guidelines are broken, the team may have to delete content, and in some cases it may be necessary to take further action. These guidelines may be updated from time to time, so it’s worth checking them regularly.

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