Primus Broadband!!! New !!!

steven_cardwell

theloft wrote: »

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.

Phoned Otelo this morning, and explained my situation, i said i was asking for just some general advice, on what i have done up to now, in terms of the calls, emails and the letter i have sent.

During the call, i got the impression, that this is not the 1st time, that someone has phoned Otelo concerning Primus, not thru' anything particularly said, but just from the general conversation, one thing that was agreed upon (unofficially) is that the wording that i quoted about the "no financial penalty" if i choose to leave, meant that i could break my contract, and only pay up to the dates that my new providers took over, obviously without paperwork in front on them, Otelo, wouldn't say anything officially, but from the call, they did say, if i had no luck with Primus, that they would be interested in taking up the case.

Also phoned Primus, on the London number i have, that matches the postal address of the Legal Department, although i do wonder if the call gets routed elsewhere, as i was answered by a woman with a thick Indian accent, i then was put thru' to another woman with a thick Indian accent, who went on to tell me, the "Steve" that i was quoted last week, has left the company, and "Maggie" wasn't in yet, but she could call me back if i wished.

I explained, that i would be at work, most of the day, as i was working from 11 till 8pm, but i would be available on Tuesday after 4pm, so she said that "Maggie" would call me at 5pm, this is how crazy Primus is, my other half says that Primus phoned at 12.30pm, today, and the woman that had phoned, had a thick Indian accent, and that she had problems understanding, that they were told to phone on Tuesday after 4, it would seem this took about 5 minutes to try and explain this, my other half actually came off the phone stressed with them, all for a simple, explanation of i was at work, and when to call back, like they were supposed to, in the 1st place!

That doesn't fill me with much hope of getting anywhere on the phone with Primus, mind you, i am not sure if this was "Maggie" that had called, or if Primus just makes it up as they go along.

Otelo, has told me, that i have to give, 10 working days for Primus to answer my letter, then after that, if i get no satisfaction, i can get Otelo involved.

What i don't get in all this, is, if i have that letter from the 22nd Sep saying i could leave, then surely this must be in my account file, or "flagged" on my account as call centres tend to say, so why is it, after my 1st questioning of my bill being wrong, with the overcharging of the broadband, and the story, that i was allowed to leave without any penalties, was that not further looked into, rather than yet another top 10 answer as a reply, that clearly shows, the lack of disregard this company has for its customers.

I am really surprised, what with the various comments, on this forum, from fellow members that have used Primus (other than the CPS free customers) in a pay environment, such as broadband, or chargeable calls, what with the stories over the last 12 months or so, with the broadband not working for 3 days, the email being down, peoples bills constantly wrong, the lack of the 3 months back cashback appearing due to a T&C that they had just made up about chargeable calls, to guess the billing date, that Primus have many customers (for example, that took up their various offers from the date at the beginning of this thread) left.

It would be very interesting, to know, how many posters, that signed up, when Primus 1st offered broadband, are now still with them.

theloft

I phoned them to-day as my account had not been altered, but was assured that a credit had been attached to my account and that only £13.99 would be taken off my credit card to-morrow. Watch this space. I doubt very much whether Primus has retained many of the originals who signed up, but obviously there are some still in contract. They never got a rating on any of the comparison sites and I am sure they were not really interested in the private consumer. So glad to be shot of them.

steven_cardwell

theloft wrote: »

I phoned them to-day as my account had not been altered, but was assured that a credit had been attached to my account and that only £13.99 would be taken off my credit card to-morrow. Watch this space. I doubt very much whether Primus has retained many of the originals who signed up, but obviously there are some still in contract. They never got a rating on any of the comparison sites and I am sure they were not really interested in the private consumer. So glad to be shot of them.

No sign of any calls from Primus, so far today.

To be honest, not sure if i want to try and explain on the phone, if i am not going to be get the chance of speaking to someone in the UK, who might be able to actually understand what i am trying to explain to them, as my opinion of Primus new overseas call centre, is that they are absolutely useless.

What with the track record that Primus has of phoning customers back, i was quite surprised that they phoned yesterday, not sure what odds i give, for 2 days in a row though!

steven_cardwell

Had phone call from "Maggie" at Primus, fingers crossed, but it would seem that my account is now closed, and that the amount that has been incorrectly charged, has been refunded to the account, and virtually equals what the last bill issued was claiming, and that my account amount was now set to zero.

I also did state that the direct debit was closed, and that they would not receive the £23 that was charged on that bill, but as i was told the account had been set to nothing owed, i think (or hope) that "Maggie" understood what i told her.

I have asked for this to be confirmed, in writing.

Hopefully, this is it all sorted, and that i will not have to deal with Primus again.

GeoThermal

My brother's email hasn't worked since he joined Primus last year sometime so I'm having a look to see if anything obvious is stopping it. Error messages relate to timeouts.

Can someone confirm the mail server for pop3 and smtp is mail.eprimus.co.uk?

Also do they have a working webmail address?

steven_cardwell

GeoThermal wrote: »

My brother's email hasn't worked since he joined Primus last year sometime so I'm having a look to see if anything obvious is stopping it. Error messages relate to timeouts.

Can someone confirm the mail server for pop3 and smtp is mail.eprimus.co.uk?

Also do they have a working webmail address?

Primus did change their email server to google, can't remember though if the pop3 and smtp info changed, other than i think it changed to 465 and 995.

Not with Primus anymore, but did find an old email that gave a link to the Primus webmail

https://www.google.com/a/eprimus.co.uk/ServiceLogin?service=mail&passive=true&rm=false&continue=http%3A%2F%2Fmail.google.com%2Fa%2Feprimus.co.uk%2F&bsv=zpwhtygjntrz&ltmpl=default&ltmplcache=2

Try logging into that, using username and password.

Primus email address that works savers@primustel.co.uk

theloft

steven_cardwell wrote: »

Had phone call from "Maggie" at Primus, fingers crossed, but it would seem that my account is now closed, and that the amount that has been incorrectly charged, has been refunded to the account, and virtually equals what the last bill issued was claiming, and that my account amount was now set to zero.
I also did state that the direct debit was closed, and that they would not receive the £23 that was charged on that bill, but as i was told the account had been set to nothing owed, i think (or hope) that "Maggie" understood what i told her. I have asked for this to be confirmed, in writing.
Hopefully, this is it all sorted, and that i will not have to deal with Primus again.

Steven, I too am now have ongoing problems with Primus. This despite their assurances in January that they would sort it out. I did get the reduced payment of £13.99 as promised, but I have just received my February Credit Card statement and they have taken another £24.99 from it. Unfortunately I did not use a bank direct debit (never again will I use a credit card for regular payments). I have just spent some time on phone to the Indian Call Centre and they have promised a refund and closure. This will take 28 days ! So can I ask you if you would send me a Private Message with the contact number for Maggie or that department, to see if I can get this sorted once and for all. Primus blast them, I thought I had got shot of them too!

steven_cardwell

theloft wrote: »

Steven, I too am now have ongoing problems with Primus. This despite their assurances in January that they would sort it out. I did get the reduced payment of £13.99 as promised, but I have just received my February Credit Card statement and they have taken another £24.99 from it. Unfortunately I did not use a bank direct debit (never again will I use a credit card for regular payments). I have just spent some time on phone to the Indian Call Centre and they have promised a refund and closure. This will take 28 days ! So can I ask you if you would send me a Private Message with the contact number for Maggie or that department, to see if I can get this sorted once and for all. Primus blast them, I thought I had got shot of them too!

Sent you postal address of Legal Department in London and phone number i used to get hold of "Maggie"

westcountrymaid_2

Another 'ex' Primus user still having bills after cancelling my broadband last year Primus say that have no record of me cancelling my broadband, only my telephone contract.

Primus gave me my MAC code on the 8th September 2008. I have been with Orange for my phone and BB since 12th September.
I ended up putting the phone down on the lady at the call centre this morning in frustration. The bill I received this morning was for 15.52 but she said I owed them two bills of 21.00 and was willing to waiver one of them.
I received a bill from them in February for 19.33 I rang them and they said that I owed them 36.94. This was because I cancelled before my contract had finished. I told them I had been with them since the start of their bb in 2006 so had been out of my contract for some time. Was then told they would waiver the charges. I don't know where they get their figures from??

Would really appreciate it if you could give me a different no from the customer services no that I have.

steven_cardwell

westcountrymaid wrote: »

Another 'ex' Primus user still having bills after cancelling my broadband last year Primus say that have no record of me cancelling my broadband, only my telephone contract.

Primus gave me my MAC code on the 8th September 2008. I have been with Orange for my phone and BB since 12th September.
I ended up putting the phone down on the lady at the call centre this morning in frustration. The bill I received this morning was for 15.52 but she said I owed them two bills of 21.00 and was willing to waiver one of them.
I received a bill from them in February for 19.33 I rang them and they said that I owed them 36.94. This was because I cancelled before my contract had finished. I told them I had been with them since the start of their bb in 2006 so had been out of my contract for some time. Was then told they would waiver the charges. I don't know where they get their figures from??

Would really appreciate it if you could give me a different no from the customer services no that I have.

Check your PM's for contact details