Primus - where do i stand

skintdairymaid

In December i rang Primus (who we already had line rental with) to enquire about broadband. When i rang back to order i asked if it would be a wireless modem and if it would be provided free. They told me it was and i went ahead and ordered. The modem arrived on Tuesday and when i went to set it up it's not wireless. I've rung them several times and today they say if i cancel i have to pay my way out of the 18month contract. How can this be right? They will sell me a wireless router for just over £20 but have had so much hassle with them this week i just want to go elsewhere now.am even considiering paying the £150 to get out of the line rental contract. What do I do? Anyone else had the same?

macman

So what is their explanation?
What does their website say about what hardware is included on your tariff? Do you have anything in writing? If not, ask them to review the tapes of your original conversation.
You'd be a bit silly to pay £150 to terminate your contract when a wireless router costs about £15 on eBay though...

skintdairymaid

they say they do not provide wireless routers to domestic customers as standard and that no staff member would tell me otherwise. There is no information re routers on their website which is why i asked on the phone . they have now told me (because i have created!) that they will review the tapes. the £150 is to get out of the phone contract which is seperate to the broadband

macman

Website just says 'free modem'. Sounds like the CS rep thought you were a business customer?
http://www.primussaver.co.uk/homephone_broadband_packages.html
That's why I always prefer to sign up for these kind of things online, then it's not one person's word against anothers.