primes customer service is really rubbish. phone line is dodgy with lots of noise and distortion. really rubbish, no cooling off period after activation of service. Never ever trust cheap broadband had enough
I had the unfortunate experience of being an account holder with this telecom supplier for >2years.
During this time I experience slower than dial-up speeds, and multiple issues relating to conectivity, to which their solution was to 'upgrade my service'.
Stupidly, I gave them the benefit of the doubt, and upgraded. being a 'trusting' kind of person, I did not review my e-bills.
Lesson learned, as I subsequently discovered an overcharge of nearly £300 over a period of a year.
I am still chasing this issue 6 months later, and doe to the most terrible customer services, have had to resort to the support of the telecom ombudsman.
I would advise anyone thinking of engaging in a contract with this company to give serious consideration... there is an underlying reason why the prices appear so competitive...
and in my experience short term save results in long term pay out.
I would not recommend this company to my worst enemy!
I wish now before I use this company I would do my homework. They are a very lousy company, have no customer service, and are rude people in the Philippines who do not speak enough english. Very very rude. They cancelled my service and took my money which I have not used toward my service. When I asked to talk to a manager they said "they do not have anybody who is in charge, once you cancel the service no refund no money to use" and they told me that is the way it is take it or leave it. If and if and I know it will happen in the future this company will go down, I would not be surprised. I have not seen any customer service like this. PLEASE READ THESE REVIEWS BEFORE USING THIS LOUSY TELECOMMUNICATION''''''''''''READ IT PLEASE! P.S. This company has 0 stars.
Lousy customer service - very hard to get hold of on the telephone. Oftern half an hour on hold. People are nice enough when you get hold of them, but havent resolved all problems.Take 2 weeks to reply to emails. Frequently get the billing wrong. Refer a friend £20 credit? Forget seeing that unless you call 6 times to remind them. Internet service has been reliable throughout however. But god help you if you ever have a problem.Currently writing reviews, whilst on hold...
I needed a new telephone line and broadband service and Primus looked attractive. I signed up for their Primus saver. received an email saying i would receive account number etc shortly. One week later i received an email saying they could not process my order and asked to ring a number which i did. I was told they could not process the order as i had not provided a telephone number to be transferred. I pointed out the order was for a new line so no transfer needed the answer "oh so it is i will sort it out". numerous phone calls and emails ensued each time I called i was told I had to provide the number to be transferred each time I told them it was a new line each time they said they would sort it but never did. When emailing them i received an automated reply telling me an agent would contact me but nobody ever did. Finally after 4 weeks of calls and emails I cancelled the order over the phone with their customer service. 2 days later I got an email with an account number etc. i replied by email saying I had cancelled the reply was an automated email saying an agent would contact me.
this is by far the most incompetent company i have ever dealt with. they take incompetence to a new level. Customer service is non existent, they certainly have no idea as to what is going on do not seem to have access to what is really happening and have no way of making things happen.
following my cancellation i signed up on line with Plusnet within an hour i had an appointment date for the engineer and my new telephone number. 4 weeks with Primus achieved nothing.
my advice keep away from this company they are the worst i have ever dealt with
They dont provide a means other than phoning their customer service for checking usage limits. As soon as you go over they sting you. They promised to change my limit to 100GB, two months later they apply it but have stung me for £100's in the meantime by delaying the change. No sign of the money back yet. Awful customer service, shocking tactics and a lot of stressDon't sign up to them, they're just awful.
If you go over your broadband limit they will screw you over it. No one in their customer services department will help you, they will not put your charges on hold until you resolve the issue and when you speak to their credit department some unprofessional guy lies through his teeth saying that there is a website where you can check your broadband usage to avoid charges. I have escalated my complaint to the Ombudsman Services and hoping they will he able to help. If you happen to call them, the estimated time on the phone before you get serviced is 30 mins, no matter what time of day you call.
I followed a link through to this company from a price comparison site in December (5th December). There was an issue with transferring my number, as it was previously with Sky, so I responded to their email (as per their instructions) but had a strange feeling that nothing would come of it so followed it up with a phonecall.
I eventually had a date through for a technician to come and install the line - was quite annoyed as my ex-husband had signed up with them after me and was given an earlier date than me. I was starting to get fed up with their lack of communication (more emails had been ignored) so I called them to cancel the order. My cancellation was confirmed by them over the phone. I then signed up to TalkTalk.
As the order had been cancelled, I was not expecting a technician to knock on my door on the date they had previously arranged (Jan 28th). He told me it was for TalkTalk, so I believed him. It wasn't until phonecalls and a little digging on my part that I realised I had been connected up to Primus.
I rang them again, explained the situation and they apologised. (They did try to keep me and asked what they could offer, but nothing was better than the deal I had already signed up to.) But they agreed that I had been connected in error so all charges would be cleared. A couple of days later the phoneline was disconnected and I was left without a landline and internet (when the engineer came out he disconnected me from Sky - something I didn't think was possible as I had already spoken with them and been told I needed to give a certain number of days' notice).
In April, I received an email from them saying I owed approx £160. I was on holiday at the time and it certainly put a dampener on the day! I emailed them to explain the situation and received a curt "Please call to discuss this". I eventually managed to get enough signal on my mobile, spoke to someone who wanted me to ring back when I didn't know my account number, finally got the account details up when I suggested she use my postcode to search for it (I work in credit control/accounts!). She, again, confirmed that the connection had been done in error and the bill would be reversed.
A week later at home I received a letter from them saying I owed the money. I rang again and asked to be told what notes were on my account. Again, I was told I was connected in error and shouldn't have been billed, that the email had been sent through to the manager and he would deal with it at the end of the month!
I heard nothing more from them, so thought it was dealt with. Until today when I got home to a letter from a debt collection agency telling me that this could prevent me from selling my house in the future and that they would contact my employer to take payment if need be.
I rang the number given on the 'credit control' letter I received from Primus in April. The number was dead. I rang the number on another letter and pressed 2 for customer services. Again, the number just went dead. I finally managed to speak to someone (English!) who gave terrible customer service... just left the line silent for several minutes while he discussed it with his colleague - I think he thought I would get bored and hang up! He wanted to know if I could remember who I had spoken to to cancel it, and when I couldn't asked if there was anything distinctive about their voice!
He said he would look into it and get back to me. I stopped him before he hung up and asked what contact details he had for me, to which he read out some random numbers before saying that he would get it sorted for me and contact the debt collection agency.
I have asked for it all in writing. I'm not believing for a second that it really has been 'dealt' with. I then contacted the debt collection agency where the customer service was equally shoddy.
On top of all this, very little concern for the stress caused and no sincere apology for their huge cock-up!
Terrible company, Service is terrible so is there internet service, Disconnects so often I can barely do anything for an hour. Call centre is equally as bad. Pretty much on your own after you sign up. Cut some of my home lines while installing and refused to come fix it. Had to get it fixed ourselves and they didn't even apologize.
i wished i had read the reviews of this company before i blindly followed a click through from a price comparison website thinking no dubious and fraudulent company could ever be listed on them . i signed up via phone and got incorrect sign up details via email so replied , it bounced , tried again via different email addresses 4 times , they all bounced - an internet company whos email addresses dont work ... alarm bells are ringing . its same day i signed up and im rushing to try and stop the direct debit and concerned about being unable to cancel , if you phone they put you on recorded loop that is never answered , unbelievable that they are still trading after reading what others have been through with these conmen , its pure fraud . i hope seeing trading standards and writing a letter recorded delivery with intent to cancel will save me from the experiences of others , and i want to warn others too to stay away , read on the net its unbelievable
Avoid this service provider like a plague. Not only is their systems incompetent, communications with call centre nigh on impossible for intelligent conversation but also 'OpenReach' (BT) have a down on them as they are competition for their pensions. If you develop a line/exchange fault don't expect it to be fixed any time soon because it won't be fixed until the season changes. Do expect to make more than 20 telephone calls. do expect to wait 30 minutes plus waiting to speak to a call handler, do expect your emails to go astray and do expect to fobbed off each call.
This company has raised incompetence to a new level. They have somehow managed to put a stop on my line and left me without a phone for reasons known only to themselves.Customer service is based in India and the poor drones know nothing and exist only to get you off the phone.Avoid this company like the plague...
I was with Primus then at the ending of my contract decided to shop around getting quotes, finding another supplier cheaper I change supplier. Later out of the blue I get a letter WELCOMING me to Primus together with a complete stranger's personal details, bank details, everything, then a few days later a bill for over £100 - no notion of what for. After several phone calls and letters which were ignored I get further threatening letters etc. requesting payment of this fictitious bill. Finally I contact Otelo and showing all the paper and evidence they rule in my favour, say Primus must write off the bill, plus apologise AND pay me £40 compensation for all the hassle. They IGNORE this and in fact I get a threatening letter from Bailiffs. Eventually it appears sorted by Otelo and Primus send a cheque for £40 and a curt letter of apology plus the writing off of the factitious bill. Guess what the CHEQUE THEN BOUNCES!!!!! My advice is STEER WELL CLEAR OF PRIMUS I am now with a cheaper, more efficient company and just waiting to see what Otelo do about the RUBBER CHEQUE!!
Primus are clammering to take over the market but sadly, are not able to offer a commensurate level of quality service that is displayed by the top 5. I have found their knowledge of services and ability to solve and answer queries to be way short of a POOR rating.As with anything these days, if it looks too good to b true simply down to the price tag, then it is probably not. In this case, Primus are not value for money and my monthly bills for minimal calls would always be more expensive than it was with the more expensive companies.There are much better alternatives on the market.
They signed me up to the wrong package and took my email wrongly but they did not get my banking details wrong. I never received any communication from them other then the withdrawal of funds from my account. Then they had the cheek to contact me and offer me the package that I believed I was subscribed to. When I told them that as far as I was aware I was already subscribed to the package they disagreed. They have no proof of the first call and after many emails, phone calls and letters they have refused to backdate my account even though they did agree to backdate my account back in January. I have cancelled my direct debit and moved to a company who do answer my calls, letters and emails and of course now they are phoning me and sending threatening letters with legal action even though it is quite clear that they owe me money due to their incompetence. The time and effort that I have spent on this problem is nothing but very stressful. The customer service department (indian call centre) is totally rude, ignorant and incompetent and their language and the quality of the calls to their customer service department is totally unacceptable.