Primus Broadband!!! New !!!

devizes18193

True enough , and i've been thinking about them but there are enough bad coments for it to be a concern , but each to their own

steven_cardwell

Just off the phone to Primus again, looks like the £15 promised failed to materialise, just checked my online banking and they took £17.98.

The guy i spoke to started the "chargeable calls" route, even quoting that i had been told this the last time!

Last summer, i had massive problems with BT, when they changed to the Total service that went on for nearly 2 months, from the hub phone being free or not, to upgrading from 2mb to up to 8mb and the speed getting slower, that i ended up having to go thru' their CEO office to get it all sorted, and once that was done, i left BT.

Once, i knew that i was contract free, i took a long time, to go thru' all the various providers, so after all my hastle with BT, you could imagine i was pretty intensive with my line of questions, which when i spoke to Primus, included, "did the £15 cashback and the 3 months free after 12 months have any catches"

The guy i spoke to today, did say that a lot of the sales team from when most of us signed up, has now left, and he also agreed that by the "sounds of it" we were mis-sold the cashback.

I did point out, that i already had the phone service from them, at £0.00 a month, so when i signed up for the broadband, my already active phone service was being added to it, hence the phone service had no relevance to the cashback that i was being told i would get for taking the broadband, my 1st bill, after signing up for broadband, had changed the phone package, to £2.99, the broadband wouldn't be charged till the following month, as i phoned up to query the change from £0 to £2.99, i was told that this was just how they did it, so i could get my £15 cashback.

In October, after finding out i could change from my 1mb connection, to an up to 8mb one i phoned up Primus, and enquired about pricing, again, after being told about the cashbacks, there was no mention of this chargeable call lark, and although the new 12 month contract, and being burnt my BT not delivering speeds that they claimed my line could support, i decided to stick with my 1mb connection.

When i originally signed up, i phoned Primus on more than one occasion, to double check pricing etc, etc, and at no time during these calls, was i ever told conflicting information, it was like clockwork, £15 cashback every 3 months, no catch.

Summing up, this is at least 4 or 5 calls to Primus, and at no point was any catches quoted, seems to me that after reading on the forum, how many other people were not told about this chargeable call lark, that either we have all been mis-sold the product, or this is something that Primus has tried to bring in, after we signed up.

Either way, it's all a bit fishy, how every single one of us, was mis-sold the cashback offer, with surely more than one guy on the sales department, every single one of their sales personel couldn't possibly forget to quote the terms and conditions, that started to involve the phone package that most of us already had into the so called cashback on the actual broadband service that we were phoning up to enquire about.

Overall, i have been happy with the quality of the broadband, the unlimited, unmetered service, and at £17.98 for the evening/weekend calls as well, has been a lot cheaper than the £26 i was paying BT for, just for the broadband, it is just the fact that Primus offered the cashback, and after various questioning, they gave the answers of no catches, just a straight £15 cashback for taking the the broadband with the £53 at the end as a loyalty bonus, it is just a shame that they now feel the need to move the goalposts, which makes their customers look like liars, just by asking for what they feel they signed up for.

I did ask, if there was any new hidden catches to getting the 3 months free after 12 months, the guy i spoke to at Primus, said there wasn't, but he wasn't sure if it would be free broadband, ie/ no charge for 3 months, or if it would be credit, originally i was told it would be credit into the account, and then taken every month, but the way Primus has treated this £15 every 3 months cashback, anything is possible, i await with baited breath to see what clause comes up!

Best bit of the lot, is these terms and conditions, was anyone ever sent these, or given a link, or told on the phone either verbally or where to find them, because i sure wasn't, so how can they start quoting terms and conditions, when none of us have actually been told there was any!

t-elle

I was not sent a copy of terms and conditions (was aware they were online), but was told on the phone I needed to make a couple of chargeable calls to have the cashback. I did not find that a problem even though I use 18185. Primus have automatically credited my account twice so far with no hassle, and I have not spoken to them since my line went active. Sorry to hear about your bad experiences, but I can only say we have been very happy with the savings and the service.

theloft

steven_cardwell wrote: »

Just off the phone to Primus again, looks like the £15 promised failed to materialise, just checked my online banking and they took £17.98.

Edited.
I am having exactly the same problem as reported earlier and am waiting to see if they credit me the £15 this month. This making a chargeable call came right out of the blue. As you say the service is fine but the attempts to save £15 by quoting T & C's which were not sent is ludicrous. However I do have a copy of the T & C's, so if you send me a PM with your email address I will send you a copy. I have read through them and did not see anything about a chargeable call but will read through more thoroughly.

steven_cardwell

theloft wrote: »

Edited.
I am having exactly the same problem as reported earlier and am waiting to see if they credit me the £15 this month. This making a chargeable call came right out of the blue. As you say the service is fine but the attempts to save £15 by quoting T & C's which were not sent is ludicrous. However I do have a copy of the T & C's, so if you send me a PM with your email address I will send you a copy. I have read through them and did not see anything about a chargeable call but will read through more thoroughly.

What annoys me the most, is that i phoned up for broadband, and was told the various prices, i was also told that as being an existing customer with their free evening and weekend call package, i could get £15 cashback every 3 months, so i would only be charged £2.98 that month.

At no point was i told that the call package would change to £2.99, or told that the discount was really for the call part, well if i have to make a chargeable call, it must be, and here was me thinking that the cashback was for taking their broadband service.

What happens to the call package pricing, if i decide to move ISP's, because at the end of the day, i wanted cashback on my broadband, not change what i was paying for my calls, if i stop the broadband at any point, will my call package go back to what i had prior to signing up for broadband, as in £2.99 back to FREE?

To be honest, i never had much faith in cashback offers prior to this, and now i don't think i will ever take up a cashback offer again.

The overall service from Primus has been great, it is just a shame that they don't deliver the cashback the way their sales department told it as, and no matter how great the rest of the service has been, if a company doesn't stick to what they sold you, it does make you think twice about staying, once the 12 month contract is up.

What with broadband prices coming down, and with various phone firms starting to charge £5 for 24/7 calls, you would think that Primus, would want to look after the customers they currently have, as i believe that they don't have any current offers going, so their current pricing, doesn't look on paper, to be as appealing now as it did last year at this time, so you would think, knowing that many of us will soon be at the end of our 12 month contract, that they would be pulling out all the stops to make sure we stay, rather than wind us up with these ever changing T&C.

Jazzy_B

I was on the free package with Primus, and tried to sign up for Broadband. After several weeks of messing around, I couldn't get the 1MB service on my line, and so I cancelled the broadband element.
I suddenly got charged £2.99 for my calls, with £15 cashback every 3 months. I contacted them to complain, because I'd never agreed to this. In theory this should have saved me money, but as I use 18185 etc, I requested that I changed back to the free service with no cashback. I can't remember the names of both services, but I don't think the free package is still available
They did this, but they are still giving me the cashback every 3 months.
I've stayed with them for my phone, but I would leave them in an instant if they changed the free package.
I had a lot of hassle with them over the broadband problem, and I have not been impressed with their customer service at all.
The only thing I'm sorry about is I actually recommended a couple of friends to them when I first tried to sign up for broadband.

BIGWHEELER

Hi be kind first post!

I joined Primus after being with e7even on their cash back deal, only to find out that I did not get my cash back payment for may. When phoned told the usual speel about making a chargable phone call as it was in teir terms and conditions. I replied that I had never been sent any terms and conitions so it was despatched pronto! The conditions they sent out had a Schedule 1 Primus Loyalty Call Credit after claus 21 stating that you have to make a chargable call for cash back. I have since found my old terms & conditions and neither have the Primus Loyalty call Credit on it.

It appears to me they have changed the terms and conditions without telling anyone so I have contacted them yesterday with regards to the above and also said that you need to inform me of any change to t & c at least 30 days in advance. He has emailed all info off to head office now waiting for reply

BIGWHEELER

Just noticed their web page with t & c has no mention of primus loyalty call credit http://www.planet-talk.co.uk/Terms.aspx

BIGWHEELER

Just been in touch with Primus and spoke to Justin Told him about the situation then after being on hold for 5 mins came back and apologised and said my £15 credit will be on next bill and also the last cash back for aug will be paid. Went on to say the reason for confusion was it was a new product when sold and we were not properly informed about a chargable call!

Hope this helps anyone

theloft

Well, Primus applied the £15 credit after my discussion and am now awaiting the "3-months free" !! This only applies to the Broadband part of the contract apparently - something else I was not made aware of when I signed up. Has anyone else completed their 1st year yet and how much credit did you receive ?