Been with Primus for 4 days and am already thinking of cancelling and suing them

albo2002

Had Primus (via BT Open Reach) install a new landline on April 8. The engineer told me I'd get a dialling tone on the phone within 20 minutes.

A few hours later, with no dialling tone, I called Primus to be told I'd be activated by first thing on April 9 (a Saturday) and I'd be called back on Saturday morning to be told what happened.

By Saturday afternoon, no call back and no dialling tone, I called Primus to be told I'd be activated by lunchtime on April 10 and I'd be called back well before then to be told what happened.

On the afternoon of April 10, still no dialling tone and no call back received, I called Primus to be told that faults cant be fixed over the weekend and the information I'd been given previously was all wrong. But my line will be fixed on on the morning of April 11 and I'll be called back on that morning.

April 11 - I come home from work, having received one call from Primus during the day - a sales call by someone who knew nothing about what's been going on - to discover I still don't have a dialling tone. I call Primus to be told that an engineer has investigated and discovered there is a fault! I'm told that it will be fixed by the morning of April 12 and will be given a call back then. When i enquire why the engineer didn't fix the fault when he discovered it I'm given an answer of about 3 sentences of which I couldn't make out one single word.

When I ask what's stopping me from taking legal action against a company I've given £69 to for something that doesn't work, I'm told 'I completely understand your problem' and that was it!

So that sounds like a green light to sue!

billsavings

Perhaps they are to busy organising Dog Races.

http://www.racingpost.com/news/greyhounds/osprey-takes-off-in-henlow-derby-semis/777956/

Bob is the principal stakeholder.

http://www.newcalltelecom.co.uk/new-call-telecom-acquires-primus-uk.html

albo2002

Here's the letter I'm now sending to New Call:

I am writing to complain about what has so far been an appalling service I have received from your telecommunication provider, Primus.

Primus, via BT openreach, installed a connection for my landline (at a cost of £69) on Friday, April 8. The engineer informed me that I would get a dialing tone shortly, as soon as the dialing tone from my previous provider (Virgin Media) had gone.

A few hours later, and with no dialing tone to either landline, I called Primus to notify them. I was told I would get a dialing tone by the morning of Saturday, April 10 and that someone would call me on my mobile phone to update me.

By the morning of April 10, I received no call and still didn’t have a dialing tone. I called Primus back to be told this would be fixed today and I would receive a call back. Several hours later, I called Primus back as it wasn’t fixed and I hadn’t received a call back. I was then told the line would be fixed by tomorrow and I would be called back shortly.

On Sunday, April 11, with still no dialing tone and having received no information from Primus, I called back to be told that the line could not be fixed over a weekend and, in effect, the information I had been given in the previous calls had all been untrue. I was told I would receive the first month’s subscription of £6.79 for free as a result. I was told that the line would be fixed by the following day and I would receive a call back.

By the following day having received a call from Primus (sadly a sales call and not the call back I was promised), I returned from work to find I still did not have a dialing tone. I called Primus to be told that an engineer had investigated and discovered there was a fault. I was given no explanation why nobody had told me this nor why the engineer had not fixed the fault. I was told this would be fixed by the following day and I would now be notified of any update.

Incredibly, the following day, I received a voicemail message from BT openreach stating that they were coming to my property to meet me (I was on the underground when they called – going to work, and there was nobody at my property). I immediately called Primus to ask why nobody had notified me, but hung up after 25 minutes waiting for someone to answer. I therefore emailed Primus this, but received no reply.

Later in the afternoon I received a call from Primus telling me an engineer had visited me but I was not in. I explained that nobody had bothered to notify me about the appointment (and was told Primus could not get hold of me, which is nonsense – my mobile phone is always switched on), and was simply told to arrange a new appointment with the engineer on the card he had left me – which includes his phone number.

Unfortunately, when I returned home I discovered that there was no phone number for me to contact the engineer as it stated I needed to arrange the appointment with my communications provider (Primus).

I called Primus to be told that they now had arranged an appointment for… May 9 – a whole month away! I explained that this was unacceptable and was told a manager would call me back within an hour and a half. An hour and a half later, I called Primus back, asking why no manager had called me, and was told that my £69 installation fee would be refunded due to all these errors.

On April 13, I called Primus again to arrange an appointment with the engineer for as soon as possible, to be told I would be called back shortly with a phone number for a BT openreach engineer for me to arrange a visit. I was told that I might not be given a number, and if not, the appointment would remain a month away! I was given no explanation as to why an appointment was arranged on April 11 for the morning of April 12 (unfortunately without anyone letting me know), but by April 13 one could not be arranged for another month. What’s worse, I was told they have no record of the £69 refund for the installation or the £6.79 taken off for the first month’s bill that I had previously been promised.

I have spent about four hours on the phone to Primus (mostly from my mobile phone, which costs me money – as I don’t have a working landline now) and I have so far spent £69 on a phone line that doesn’t work and been lied to about call backs and when the phone will be fixed on numerous occasions.

I would appreciate a call back from you to explain to me the reasons for the above.

albo2002

Update:

So I emailed the CEO of New Call and got a call from the customer rep at New Call within about 10 minutes, assuring me that everything would be sorted out.

A week then went by of promises of call backs, which rarely happened and promises of refunds on my card (none of which have gone through yet) until I was told last Thursday that an engineer would visit my premises on Tuesday afternoon to fix the problem.

It's now Tuesday afternoon and I cant get hold of the customer rep at New Call (even though I spoke to him at midday - when he confirmed that an engineer would still be coming - and we agreed to speak again within an hour) and I've called Primus to ask when specifically the engineer will be coming, to be told that there isn't one booked until Thursday.

When I asked why was I told just a few hours ago that one was coming today, the lady put the phone down on me.

moonrakerz

What do you expect for £6.79 a month ? Good service ?

bzd

moonrakerz wrote: »

What do you expect for £6.79 a month ? Good service ?

I'd've thought OP could expect at least /some/ service!

Sun-Is-Fun

Shocking service. I take it you didn't read the negative comments about primus on the forum before you joined? I know BT can get some stick on here at times, but totally glad to be back with them, as was with Primus. Cannot fault the service, communication or switchover so far.