Primus Broadband!!! New !!!

theloft

Jo4 wrote: »

Apparently I am going to have a delivery from O2 on Thursday 6th November and my O2 broadband will be live on Tuesday 11th November 2008, if it happens it will only have taken one week. :j I must get my calls sorted.

As said before, this is what happened with me and it went very smoothly. Are you getting the reduced price with an 02 mobile ? If not get a free SIM from them and top up with £10 every 3 months, as you save £5 per month on the Broadband price, and of course you can use the calls.

Jo4

theloft wrote: »

As said before, this is what happened with me and it went very smoothly. Are you getting the reduced price with an 02 mobile ? If not get a free SIM from them and top up with £10 every 3 months, as you save £5 per month on the Broadband price, and of course you can use the calls.

I am getting my broadband for £12.50 a month. :j I have an O2 mobile which I pay £30 a month for, had been £35 a month. :eek:

theloft

Jo4 wrote: »

I am getting my broadband for £12.50 a month. :j I have an O2 mobile which I pay £30 a month for, had been £35 a month. :eek:

Are you going for the top package then ? Do you need that speed ? I am paying £7.50 per month for up to 8 Megs (has settled at 6), but that is faster than Primus was. I understood there were there packages £7.50 up to £12.50 so you must have gone for the top one.

Jo4

theloft wrote: »

Are you going for the top package then ? Do you need that speed ? I am paying £7.50 per month for up to 8 Megs (has settled at 6), but that is faster than Primus was. I understood there were there packages £7.50 up to £12.50 so you must have gone for the top one.

I had to go for the only package that I could get in my area which ended up costing me £12.50. :j I received the package from O2 on Thursday 6th November @ 12:30pm. That night I changed my calls to BT and signed up for a 12 month contract with them which will cost the same price as line rental. This means I will get free evening and weekend calls to 01, 02 and 03 numbers. This apparently takes effect in 24 hours which means my calls should be through BT now.

I signed my Mum & Dad up to O2 broadband on Thursday 6th November. Their line should be active on Thursday 13th November and their package should arrive tomorrow, Monday 10th. I changed Mum & Dads call package to BT on Thursday 6th and theirs too is suposed to become active within 1 day.

Therefore I will save £1.50 a month but I have two 12 months contracts one with BT and the other with O2. Both these companies are more reputable than Primus so I am happy. :cool:

theloft

Jo4 wrote: »

I had to go for the only package that I could get in my area which ended up costing me £12.50. :j I received the package from O2 on Thursday 6th November @ 12:30pm. That night I changed my calls to BT and signed up for a 12 month contract with them which will cost the same price as line rental. This means I will get free evening and weekend calls to 01, 02 and 03 numbers. This apparently takes effect in 24 hours which means my calls should be through BT now.

I signed my Mum & Dad up to O2 broadband on Thursday 6th November. Their line should be active on Thursday 13th November and their package should arrive tomorrow, Monday 10th. I changed Mum & Dads call package to BT on Thursday 6th and theirs too is suposed to become active within 1 day.

Therefore I will save £1.50 a month but I have two 12 months contracts one with BT and the other with O2. Both these companies are more reputable than Primus so I am happy. :cool:

OK. Good for you, but make sure you keep a check with 02 so that when your echange gets 'unbundled', you get the lower price deal. That is of course provided you have a 02 mobile.

steven_cardwell

Anyone else had problems with their last bills from Primus, especially, if they were on calls, line rental and broadband, and have changed suppliers in the last couple of months?

I posted the below, in the phone section, but since it is relevant to broadband as well, i have copied and pasted it here also.

Looks like Primus, is getting worse, ever since they moved out to India, looks like it was the correct decision to ditch them.


"Should be my last bill with Primus, and even after email after email, and a call to their CS that promised a callback, the billing is still wrong!

Last month, should have been my last for line rental charges, this was a full month, as i changed back to BT on the 14th Nov, and Primus billing period is the 14-14th.

Broadband should have been till the 3rd Oct, the date that o2 took over, however Primus decided to bill for the whole month, so i was billed to the 14th Oct.

20 minutes on the phone, and the overseas call centre, couldn't understand a simple question of "why have i been billed for a service till the 14th Oct, that Primus didn't supply after the 3rd October", i was promised a callback, that never came.

I sent an email, detailling this, was sent a reply, saying "will look into it", they still took the incorrect money out the bank, and no-one has phoned or emailled back.

Sent another email on Xmas Eve, saying what i was owed, and why, (including the previous emails that i had sent), and also stating what i owed, no reply, and yet another incorrect bill, with broadband now being charged up to 14th Nov on it!

Best bit of the lot, on the 19th November, i sent an email, stating what i owed, and that there was 2 months of call package costs, 1 month of line rental, and 20 days of broadband, how much information do Primus need, to actually get anything right?

Considering that i have had problem after problem with them, and i have already sent a letter to their legal department, that ended up, with getting out of my contract, then you would have thought, that my last set of bills, would have been correct, i even did try and get one final bill, but that seemed to be too hard for them, and even though the change of supplier dates of 3rd Oct and 14th Nov, is well past, and i am still paying Primus bills, kind of shows, how much of a shambles this company has become.

Done a bit of googling, and found a phone number, that is supposed to belong to their Legal Department, so will give that a go, otherwise, it is going to be yet another threatning letter.

One thing i am certain of, is that the Primus direct debit, will be getting closed, if i have no luck on the phone, as they certainly aint getting £23, when i only owe £5."

theloft

steven_cardwell wrote: »

Anyone else had problems with their last bills from Primus, especially, if they were on calls, line rental and broadband, and have changed suppliers in the last couple of months?

I edited your post as it would have repeated all of it. In answer to your query, YES, I have had problems with Primus also. I cancelled my account on 25th October, giving notice that my service was to cease from 5th November 2008. First they deleted my email without reading it, so I sent a copy to their Customer Services Manager. The trouble is they are alway behind collecting the payment. So although my service ended on November 5th, the account period runs to 14th. The final bill (for collection on 7th January) has just entered on my e-billing. The amount has increased by £5 for the broadband element and I have just spent 30 minutes to the Indian call centre trying to explain that this is incorrect. You would not believe the different reasons they gave, such as I had moved my telephone line rental (never had it with them in the first place), I was on a discounted scheme which ended when I cancelled, etc. etc. Finally got a manager who says she is going to adjust the bill. BUT and here is a word of warning, you cannot stop a payment on your credit card, unlike a direct debit on your bank account. I will never use this method again. My only recourse apparently is to dispute the transaction after it has taken place! Boy, am I glad to be away from Primus, and yet it all started so well. At least it is only a fiver and it is worth that to be with O2!! So good luck to you if you are able to stop your direct debit.

steven_cardwell

theloft wrote: »

I edited your post as it would have repeated all of it. In answer to your query, YES, I have had problems with Primus also. I cancelled my account on 25th October, giving notice that my service was to cease from 5th November 2008. First they deleted my email without reading it, so I sent a copy to their Customer Services Manager. The trouble is they are alway behind collecting the payment. So although my service ended on November 5th, the account period runs to 14th. The final bill (for collection on 7th January) has just entered on my e-billing. The amount has increased by £5 for the broadband element and I have just spent 30 minutes to the Indian call centre trying to explain that this is incorrect. You would not believe the different reasons they gave, such as I had moved my telephone line rental (never had it with them in the first place), I was on a discounted scheme which ended when I cancelled, etc. etc. Finally got a manager who says she is going to adjust the bill. BUT and here is a word of warning, you cannot stop a payment on your credit card, unlike a direct debit on your bank account. I will never use this method again. My only recourse apparently is to dispute the transaction after it has taken place! Boy, am I glad to be away from Primus, and yet it all started so well. At least it is only a fiver and it is worth that to be with O2!! So good luck to you if you are able to stop your direct debit.

At least i know that it isn't just me then!

Phoned the number for the Legal Department, and got told, that the 2 people that could deal with it, were both not working, and to phone back on Monday, not much use, for a bill that will be getting taken from the bank 2 days after that!

Indian Call Centre is as much as a chocolate fire guard, again, they don't understand what you are trying to ask, and this one kept going on about a 18 month contract, think i baffled her when i asked how i managed to gain my MAC code if i was "still in contract", didn't want to confuse matters by trying to explain that i got out my contract, for basically the same reasons i was phoning again for!

Wrote, another letter, complete with copies of letter saying i could leave, copies of the incorrect bills, serveral emails stating what the correct billing should be from the 19th Nov up to now, copies of 02 and BT stating my switch over dates, basically everything that i could find, that showed how disorganised Primus is.

Also, closed the direct debit, clearly explaining the reasons why, especially after last month, that after a phone call, and an email, promising a callback and an investigation respectively, the incorrect, overcharged amount was still taken from the bank, something that isn't going to happen with this latest (what should be my last bill), how were they planning to refund, if there was no bills left to refund on to?

I also pointed out that i was prepared to pay what should have been billed, but on my terms, such as money transfer using internet banking, or by cheque.

Getting really fed up with it all now, and i have requested in my letter, that i get in writing that my account is now closed, and that i will get no more bills from them, other than the revised last one.

steven_cardwell

Here is a reply, to the last email i sent, this just goes to show, what a shower Primus has turned into, even after the customer has involved Otelo and their own legal department, complete with a letter stating the customer can leave, without financial penalty.
When you add the fact that i got my MAC code from them as well, without any questions of still being in contract etc, which in my book, meant that the information i have received in my letter, had been updated to my account, so when i asked for my MAC code the (UK) Customer Services computer screen wasn't showing up any warnings that i was still in contract.
Here is the lovely, non personal email reply i got this morning from Primus.



"Dear Customer,

Thank you for your mail.
We do see that the services have been ceased on the 18th of Nov 2008.
You have an 18 months Broadband contract with us which will end on the 17th of March 2009.
You are liable to pay for the complete contract period because of which you are still receiving bills.

Please revert for any clarifications.
Thank you for your patronage.
Customer Service."

I am glad that i closed my direct debit, and sent off yet another packed full envelope to their legal department, i think i might just phone that number i have on Monday, and ask for Maggie or Steve, as that email reply, has made me really angry, might also phone Otelo for further advice as well

theloft

Steven Cardwell.
My advice is to always ask to speak to a manager when dealing with the Indian Call Centre !! Good luck with the legal dept.