Primus Broadband!!! New !!!

baldrick69

I thought I'd give these guys a go. I signed up last week and received an automated message that someone would contact me by email shortly. Still waiting...

After reading comments here, if they do ever get back to me I think I'll try someone else.

steven_cardwell

maxtweenie wrote: »

Maybe because you're looking at a post that's over 2 years old?

I was part of this thread from 2 years ago, and considering the latter half of the thread is nothing but horror stories, i find it incredible that Money Saving Expert is still "helping" this mob get trade!

Obviously not everyone that uses or has used Primus has horror stories, but the one difference i find from the posts that refer to the likes of Talk Talk, is that people's problems just haven't been down to customer service when something goes wrong.

I have seen threads about Primus from this year, and it is all the same stuff as that is in this old thread, wrong billing, package not set up properly, changeover dates come and go, terrible customer service, Primus emails that make no sense, problems that go on month after month even after several phone calls and promise after promise that it would be fixed next bill, mysterious charges on bills.

I know when i was with them, they had a package price of £29.99 for calls, broadband and line rental, yet their billing was hard to understand, instead of just showing the package and price then any 0845 etc calls, it was like watching Bid TV and their over inflated start price, there was all these expensive pricing for each part separately then followed by discounts for each one, just a shame this total came to £36 each month, so this was followed by a call to get bill sorted, each month i was promised it would be fixed, this went on for 12 months, in the end i was told that sales hadn't put it thru' as a package, which i find an incredible excuse, as on their own website there was only 2 packages available, and none included buying the products on their own!

Customer services called me a liar, when due to their billing errors, i was due a £15 refund on one bill, their supervisor told me i wasn't getting any more money back, even though the only money i was getting back was down to them overcharging every month, and not getting their finger out to sort it!

Worse company i have ever had to deal with, can't even get the simplest of things right, god knows what they would be like with an actual problem for example a line fault.

nickj_2

steven_cardwell wrote: »

Worse company i have ever had to deal with, can't even get the simplest of things right, god knows what they would be like with an actual problem for example a line fault.

i've been with primus for 3-4 years and neve3r had any problems with them they have slipped up on the odd occaision with erratic billing but that has always been followed by an email.
during the big freeze last winter my line developed a fault , i phoned primus customer services at around 1030am , by 1-30pm an openreach engineer turned up to fix it .
when i've changed broadband deals and line rental etc i've just let them get on with it and for me they've always delivered the goods

steven_cardwell

nickj wrote: »

i've been with primus for 3-4 years and neve3r had any problems with them they have slipped up on the odd occaision with erratic billing but that has always been followed by an email.
during the big freeze last winter my line developed a fault , i phoned primus customer services at around 1030am , by 1-30pm an openreach engineer turned up to fix it .
when i've changed broadband deals and line rental etc i've just let them get on with it and for me they've always delivered the goods

You have been very lucky, out the 26 pages on this thread at least half of them, all tell the same story of how useless Primus turned out to be for them & from the new threads that have been appearing on the forum it doesn't look like they have gotten any better.

http://forums.moneysavingexpert.com/...imus+complaint

http://forums.moneysavingexpert.com/...mus+complaints

http://forums.moneysavingexpert.com/...imus+nightmare

theloft

steven_cardwell wrote: »

I was part of this thread from 2 years ago, and considering the latter half of the thread is nothing but horror stories, i find it incredible that Money Saving Expert is still "helping" this mob get trade!
Worse company i have ever had to deal with, can't even get the simplest of things right, god knows what they would be like with an actual problem for example a line fault.

Hi Steven, You & I used to swap horror stories about Primus 2 years ago. Like you I am surprised that anyone even considers them for broadband or line rental. They were OK to start with apart from billing, but when they dropped their UK callcentres, that was the beginning of the end!!! Disaster stories everywhere. I am so glad I'm no longer with them. I use 02 and have never had a problem. Cheers.

steven_cardwell

theloft wrote: »

Hi Steven, You & I used to swap horror stories about Primus 2 years ago. Like you I am surprised that anyone even considers them for broadband or line rental. They were OK to start with apart from billing, but when they dropped their UK callcentres, that was the beginning of the end!!! Disaster stories everywhere. I am so glad I'm no longer with them. I use 02 and have never had a problem. Cheers.

Still with BT and O2, although might look at BT for broadband again come Feb, i had looked at BT Vision previously, but my ADSL speed wasn't up to it, but BT are going ADSL2+ in my area soon, hopefully that means it will match the speeds i get with O2 (according to the BT speed checker i am supposed to get similar speeds from them as O2), i have iPlayer on my Humax Freeview box and it works fine, so i am taking that as a benchmark that BT Vision would work fine as well.

Still on a legacy package with O2, did get another 12 month contract out of it, with 3 months free when i phoned and said i was looking at BT and BT Vision back in February.

Now paying £14.50 a month for my broadband, as i no longer have an O2 mobile (using Giffgaff), i did think about using a mates o2 number, but instead of them just updating the number, it is all about sending out a code that has to read back there and then, not much use when most of my mates don't stay near me and most "seeing" them is done over calls, txt and the likes of Facebook, so i thought it was more trouble than it was worth it.

The fact that both bill on time and correctly as well, never had a problem with either for billing is a million miles away from Primus.

Still find it hard to believe that MSE main site still give Primus "airtime" considering the amount of bad press they get in MSE forums.

Kama-Uk

Omg i wished i had read this forum BEFORE i signed up,

im on the phone + broadband MAX package which say it gives me upto 24mb connection.....

i rung them and made enquires, an engineer was booked to come out 17th August between 8am and 1pm, i asked HOW LONG after the engineer has been will the phone + broadband be up and running they told my partner STRAIGHT AWAY, ok sounded great, so we agreed, the 17th August 2011 came and the Engineer turned up 8:30am (pretty good) did his Engineering thing and as he left he said "once i have sent my end job report the line + BB should be up and running between 2 to 3 hours", so we said ok to this, so 4 hours passed and still nothing, so i rang them, and was kept waiting for 25mins before anyone answered the phone, i was greeted by an indian voice, and explained that the phone + BB was not on, she told me "it takes 24 hours" at this point i explained that when i FIRST rang primus they told us it would be STRAIGHT AWAY, then the engineer told us 2 to 3 hours now she was telling me 24 hours, i was getting a bit !!!!ed off by this, so i accepted the 24 hours and waited till 3pm the next day, STILL no phone + BB, so i rang them again and waited another 25mins before the call was answered, and was greeted by another indian woman, and i explained the whole story again, only this time she said it could take upto 48 hours, i was livid i told them i only joined this company because i was promised immediate connection ( this reason is because i have a terminally ill child and we need to be in constant contact to the hospital and her doctors) i explained this to the woman and the reply she gave me was unbelievable, she actually said "dont you have a mobile phone" i went mad, i said i want to speak to a supervisor or manager now please, she said there was none around, i swore and said !!!!!!!!, there must be someone higher than you around, then she said they are all in a meeting, i asked to have one of them call me back and to put URGENT on the file, she said ok and to get someone to call me back in an hour, so i waited, and waited, and waited, and waited 3 hours past, i rung back...and waited another 30mins before the call was answered, i explained the story again to by now a familiar indian womans voice, and added that nobody rang me back, this time they told me that an engineer is now dealing with this matter, so i said i hope im getting compensation for this messing about, they said that we wont get charged for the days we have not used it LoOOoL i said i should hope not because i cannot use it, LoooL im not paying for summit i cannot use lol....
anyway the phone + BB finally came on about 8:30am on the 19th TWO days later, but so far the BB speed is seriously crap im getting about 3MB FROM the master socket,

Luckily i am pretty Tech minded and can fix 99.9% of problems which is handy because there is NO WAY in hell im ringing that customer service number again, they are a complete joke, untrained unskilled and rude...just hope the costing is as good as they promise and this download rate best be unlimited LoL

theloft

steven_cardwell wrote: »

Now paying £14.50 a month for my broadband, as i no longer have an O2 mobile (using Giffgaff), i did think about using a mates o2 number, but instead of them just updating the number, it is all about sending out a code that has to read back there and then, not much use when most of my mates don't stay near me and most "seeing" them is done over calls, txt and the likes of Facebook, so i thought it was more trouble than it was worth it.

Still find it hard to believe that MSE main site still give Primus "airtime" considering the amount of bad press they get in MSE forums.

Steven, if you want to stay with 02 and get a better rate, why not get a free o2 SIM on a pay as you go basis. Top up with £10, then providing you use it once a month the £10 will last for ages. If you don't want the bother of changing your SIM once a month, you could get an old mobile for a few pounds. Then you would be set up with reduced rate for o2, and a spare mobile. I use my son's contract number! Just a thought. I looked at BT and they were much too expensive, even with the 3 free months offer. Mind you you could probably get cashback from Quidco or similar.

theloft

Kama-UK - Oh! dear, looks like you are locked in for a year. Best thing is to write letter to their Chief Executive, sorry don't have his details, but Google might.

steven_cardwell

theloft wrote: »

Steven, if you want to stay with 02 and get a better rate, why not get a free o2 SIM on a pay as you go basis. Top up with £10, then providing you use it once a month the £10 will last for ages. If you don't want the bother of changing your SIM once a month, you could get an old mobile for a few pounds. Then you would be set up with reduced rate for o2, and a spare mobile. I use my son's contract number! Just a thought. I looked at BT and they were much too expensive, even with the 3 free months offer. Mind you you could probably get cashback from Quidco or similar.

Not too bothered with "saving" from the O2 discount, as using Giffgaff, i have halved what i was paying to O2, was putting £20 a month on both mine and other halfs mobiles (so £40 in total), now i'm getting virtually the same amount of minutes, but unlimited texts & internet for £10 (£20 in total), so i am saving £20 a month on mobile costs, so even without the broadband discount, i am still £15 a month better off than i was before

As for BT Broadband, i would only look at that, if after (BT) ADSL2+ is enabled on my exchange, i get between 3-4meg on O2, and the BT checker says i will get between 3-5 with them once work has been done, as the main reason would be for picking the BT Vision service.

Did have Sky, but cancelled that, back in March, the £12.50 sounds a good price, considering ESPN is included in that.

The other ISP i have looked at is BE, obviously i am on a legacy O2 package, so currently get unlimited downloads, but considering these packages no longer exist, it does make me wonder, how long O2 will tolerate us more heavier users, i was lucky to get offered another year on legacy, this was at a time though, many existing customers had been "conned" into new packages, but customer service not mentioning throttling or any Fair usage, so there was a lot of unhappy users around, come a year on, not sure O2 are going to be as keen to hold onto customers on legacy packages as they were when these new ones first came in.

One thing i did find back in Feb, when ISP window shopping, was how much of minefield it is, with fair usage policies, evening throttling, reviews concerning iPlayer wont play on some ISPs at peak times etc etc