Primus Broadband!!! New !!!

westcountrymaid_2

steven_cardwell wrote: »

Just tried it, and managed to log in, they even have the bill sent out in the post on it!

You would think, that a customer that left last year, and the last bill was issued in January this year, with the account actually in credit, would have been closed down by now, and that the username/password for the ex customer would no longer work.

I am afraid the left leg doesn't know what the right leg is up to at Primus.

Sorry Steven I was wrong, just tried logging in again after reading your post, I was using wrong password it's all still there, including the bill I received at the weekend.

steven_cardwell

Check out these pages, i like the UK customer and technical support bits.

http://www.primussaver.co.uk/homephone_broadband_packages.html

http://www.primussaver.co.uk/call_packages.html

http://www.primussaver.co.uk/homephone_packages.html

I thought everything shipped out to India, or do they still have UK support, as whenever i tried to get the mess that they caused on my account when it should have been closed, was also India, even the number that belongs to the Legal Department is answered by,
what sounds like an overseas advisor.

Are Primus telling porkies on their website?

westcountrymaid_2

steven_cardwell wrote: »

Check out these pages, i like the UK customer and technical support bits.

http://www.primussaver.co.uk/homephone_broadband_packages.html

http://www.primussaver.co.uk/call_packages.html

http://www.primussaver.co.uk/homephone_packages.html

I thought everything shipped out to India, or do they still have UK support, as whenever i tried to get the mess that they caused on my account when it should have been closed, was also India, even the number that belongs to the Legal Department is answered by,
what sounds like an overseas advisor.

Are Primus telling porkies on their website?

Very interesting, I'm sorry but I don't believe them when they say they have UK based Customer Services. If the advisors I've been talking to are based in the UK I'll eat my hat! If they really are based in the UK then they need to sort their staffing out.

Looks as though they are doing a big ad campaign, not seen anything on the tv yet?

devizes18193

westcountrymaid wrote: »

Very interesting, I'm sorry but I don't believe them when they say they have UK based Customer Services. If the advisors I've been talking to are based in the UK I'll eat my hat! If they really are based in the UK then they need to sort their staffing out.

Looks as though they are doing a big ad campaign, not seen anything on the tv yet?

Your not alone , uk based my left ear. Glad I moved on

steven_cardwell

devizes18193 wrote: »

Your not alone , uk based my left ear. Glad I moved on

Wonder if any new customers who signed up after the move overseas can get them "done" on mis-selling?

Blatent lies on their website, doesn't hold up much hope of much else, as i found out, never met a company that can't solve the easiest of problems, calling customers liars, who can't bill properly to save themselves, still try to bill even after leaving them etc etc

Can't say i have seen any adverts for them, on their website "as seen on tv" just links to a Channel Five programme that they featured on, think it was a Martin Lewis programme, probably flogging the free E&W call package, and more than likely the review is months out of date, go back to the start of this thread for example, and it is glowing praise from most users, up till the end of 2007/beginning of 2008, where the problems for customers all start, with the lack of service to the email problems and the billing being eratic and behind, obviously some of us in the thread have more personal issues as well, but overall, not a great service for most Primus customers since the turn of 2008.

The "as seen on tv" picture link on the Primus website takes you to http://www.itpaystowatch.co.uk/main-story/home-phones that doesn't even seem to link to a review of anything, just a site page about home phones in general, and links to Money Saving Expert!

Has there been a company turn on the self destruct as quickly as Primus, and how many customers that were actually paying them for a service, as in ones on a contract, are now still with Primus (rather than E&W customers whos bills are probably zero, or next to nothing)

theloft

steven_cardwell wrote: »

Thats not so good.

In my opinion, Primus really went into freefall from the beginning of 2008.
So glad, to be shot of them now, and would not recommend them to anyone. I now have BT for calls, and O2 for broadband, at least BT have a "real time" online billing where i can see my call usage (up to 10pm night before), and both companies, are billing on time, to be honest, perhaps it is better the devil you know. [/QUOTE
Update:- Thanks to the address in London and telephone number from you, I have success at long last in my dealings with Primus. They have at long last credited their erroneus Direct Debit and cancelled the £16.08 invoice which they dreamed up! I totally agree with all you sentiments about Primus and like you am with BT for line rental and o2 for Broadband. The bills are accurate and on time and I could not be happier. Thanks for your assistance and good riddance to Primus for ever.

steven_cardwell

theloft wrote: »

steven_cardwell wrote: »

Thats not so good.

In my opinion, Primus really went into freefall from the beginning of 2008.
So glad, to be shot of them now, and would not recommend them to anyone. I now have BT for calls, and O2 for broadband, at least BT have a "real time" online billing where i can see my call usage (up to 10pm night before), and both companies, are billing on time, to be honest, perhaps it is better the devil you know. [/QUOTE
Update:- Thanks to the address in London and telephone number from you, I have success at long last in my dealings with Primus. They have at long last credited their erroneus Direct Debit and cancelled the £16.08 invoice which they dreamed up! I totally agree with all you sentiments about Primus and like you am with BT for line rental and o2 for Broadband. The bills are accurate and on time and I could not be happier. Thanks for your assistance and good riddance to Primus for ever.

Thats good news.

My exchange hasn't been LLU yet, but O2 have a date issued of the end of June, Sam Knows has this date, and it has been confirmed on the ADSL2 Forum, by a Moderator who in turn got the information from O2/BE themselves, although the date for LLU has changed a few times so not taken the unbundling date in stone, after Primus, O2 have been brilliant, phone up their Customer Services, and get your query answered straight away, billing for myself, has been great and on time, a new bill appears on my O2 account page on the 3rd, official notification of a new bill gets 2 emails (1 to O2 address and 1 to my Yahoo) and a text message sent out around the 7th, with the money being taken around the 20th/21st, the direct debit date is always mentioned in email, so in all, i get nearly 3 weeks from the bill appearing on my O2 account page, to the money being taken from the bank.

I have 24/7 calls with BT, the renewable contract version (having had line rental with Primus, i had to sign up to a 12 month contract with BT, so might as well save with phone package as well, hence renewable contract) with paper free billing, that allow 200 free texts from the house phone as well, and free caller display, as well as 0845/0870 being free, add the online account that shows calls up to 10pm the night before, so unless BT mess up the package price, there shouldn't be any surprises come bill time, i get billed around the 26th of the month, with the bill 1st appearing online for 24 hours before a PDF download of the bill is available, that is when i get an email notification, the money is taken from the bank around the 10th, so around 14 days notice from billing to the cash being taken.

A breath of fresh air compared to the lack of any real time billing from Primus, billing email notifications not arriving or arriving late, bills appearing on account pages up to a week after the date on the bill (ie/bill dated 22th but not appearing on website till 28th, with email of bill on the 30th) often given less than 6 days before money taken from bank date, no fixed billing dates (the 3 week billing nonsense), never getting any sense from Customer Services (this actually started to go downhill long before the move overseas), when i changed from the 1MB broadband to the 8MB with 24/7 calls and line rental in 2007, sales didn't place the order for the services as 1 package, this went on till late summer 2008, nearly 12 months after i signed for that package, this was after call after call to their Customer Services who promised everytime that the bill would be fixed, it was just one lie after another.

Trying to get to speak to anyone senior at Primus seems impossible as well, i even had one supervisor on the phone who called me a liar, and he repeated this in an email, even after i sent him proof that i was telling the truth, not sure about O2, but at least BT have ways of complaining that are higher than the "150 Call Centre", too often i felt isolated with Primus, the legal department address i got came from Otelo, the only address Primus CS gave me was their PO Box Glasgow one, and even after getting a reply letter stating that i could break contract and leave, of which i did, they still continued to bill me, all in all, i sent 1 letter to Glasgow, and 3 to the legal address before i finally got anywhere, and that isn't including the tons of emails and calls, then 5 months after my account is supposed to be nil and void, they send me a paper bill that shows a £2.65 credit!!!

It is like hitting a brick wall:mad:

I think it is just shocking that, looking a the fellow posters in this thread, most of us are still talking about recent problems concerning Primus, even though we have all left as customers at least 6-9 months ago.

Out of curiosity, is Primus still recommended on the main MSE site?

devizes18193

steven_cardwell wrote: »

theloft wrote: »

Thats good news.

My exchange hasn't been LLU yet, but O2 have a date issued of the end of June, Sam Knows has this date, and it has been confirmed on the ADSL2 Forum, by a Moderator who in turn got the information from O2/BE themselves, although the date for LLU has changed a few times, after Primus, O2 have been brilliant, phone up their Customer Services, and get you query answered straight away, billing for myself, has been great and on time, a new bill appears on my O2 account page on the 3rd, official notification of a new bill gets 2 emails (1 to O2 address and 1 to my Yahoo) and a text message sent out around the 7th, with the money being taken around the 20th/21st, the direct debit date is always mentioned in email, so in all, i get nearly 3 weeks from the bill appearing on my O2 account page, to the money being taken from the bank.

I have 24/7 calls with BT, the renewable contract version (having had line rental with Primus, i had to sign up to a 12 month contract, so might as well save with phone package as well, hence renewable contract) with paper free billing, that allow 200 free texts from the house phone as well, and free caller display, as well as 0845/0870 being free, add the online account that shows calls up to 10pm the night before, so unless BT !!!! up the package price, there shouldn't be any surprises come bill time, i get billed around the 26th of the month, with the bill 1st appearing online for 24 hours before a PDF download of the bill is available, that is when i get an email notification, the money is taken from the bank around the 10th, so around 14 days notice from billing to the cash being taken.

A breath of fresh air compared to the lack of any real time billing from Primus, billing email notifications not arriving or arriving late, bills appearing on account pages up to a week after the date on the bill (ie/bill dated 22th but not appearing on website till 28th, with email of bill on the 30th) often given less than 6 days before money taken from bank date, no fixed billing dates (the 3 week billing nonsense), never getting any sense from Customer Services (this actually started to go downhill long before the move overseas), when i changed from the 1MB broadband to the 8MB with 24/7 calls and line rental in 2007, sales didn't place the order for the services as 1 package, this went on till late summer 2008, nearly 12 months after i signed for that package, this was after call after call to their Customer Services who promised everytime that the bill would be fixed, it was just one lie after another.

Trying to get to speak to anyone senior at Primus seems impossible as well, i even had one supervisor on the phone who called me a liar, and he repeated this in an email, even after i sent him proof that i was telling the truth, not sure about O2, but at least BT have ways of complaining that are higher than the "150 Call Centre", too often i felt isolated with Primus, the legal department address i got came from Otelo, the only address Primus CS gave me was their PO Box Glasgow one, and even after getting a reply letter stating that i could break contract and leave, of which i did, they still continued to bill me, all in all, i sent 1 letter to Glasgow, and 3 to the legal address before i finally got anywhere, and that isn't including the tons of emails and calls, then 5 months after my account is supposed to be nil and zoid, they send me a paper bill that shows a £2.65 credit!!!

It is like hitting a brick wall:mad:

I think it is just shocking that, looking a the fellow posters in this thread, most of us are still talking about recent problems concerning Primus, even though we have all left as customers at least 6-9 months ago.

Out of curiosity, is Primus still recommended on the main MSE site?

Anybody tried complaing to offcom. When I went back I had some small issues which they helped with

steven_cardwell

devizes18193 wrote: »

steven_cardwell wrote: »

Anybody tried complaing to offcom. When I went back I had some small issues which they helped with

I phoned Otelo for advice, and if i hadn't got any satisfaction after the last letter i sent, this was after leaving them, and still getting billed, then Otelo was going to take the case, i had phoned them previously and took their advice, it was them that gave me the legal department address to write to, that in turn helped me get out my contract.

So although not Ofcom, they are the one of 2 official bodies that deals with disputes between the supplier and the customer.

Would Ofcom do anything, or would they just pass the buck to Otelo and CISAS, as these are the 2 approved by Ofcom bodies?

t-elle

I have made the first move by going back to BT for calls, they also still have line rental. Still trying to decide on BB provider.
Hope I don't have the nightmare you all have had when I do change!