Primus and 18185

Tiny_Tiger

I've just signed up for 18185 and tried to use it with Primus and get the message that 'this number can't be recognised' (or something like that). My parents are with primus also and they can use 18185 no problem. Any thoughts?

I had a new line installed (as primus did it for free line and broadband connection) as I have just moved in.

I can use the 0808 number with Primus to connect to 18185 but this seems to be more expensive looking at the website.

utilitybroker

Only BT have to allow use of Indirect Access Codes.

However Primus gave MSE written guarantee lasting until June 2012
that access would be allowed.

http://www.moneysavingexpert.com/phones/home-phone-calls#plinerentalsaver

You need to draw this to the attention of the forum team. [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL]

Tiny_Tiger

Thanks for the reply. I'll try it again tonight, just in case it was a one-off. If not I'll report it, as you suggest.

charlieheard

I had a similar problem a couple of nights ago. Tried diallling a couple of mobiles and got a similar message. Then it worked fine the following night. I've been using 18185 for years without problem...

Tiny_Tiger

Its still not working, so I've sent the following message to Primus (and no, the 'x's weren't in the actual email! ) I'll let you know what (if anything) happens:

Dear Sir,

Primus Saver account number: xxxxxxxxx
Phone number: xxxxxxxxxx

I wish to use over-ride provider 18185 to make a call. My parents are with Primus and can use 18185 on their line and I know that a promise was made to https://www.moneysavingexpert.com that this would be possible until at least June 2012. However, when I try to use the service I get a message saying that the number has not been recognised. I know the number I am dialing is correct.

Can you please look into this so that we can find a resolution to this problem?

Many thanks,

xxxxxx

Tiny_Tiger

Though I can't fault their response speed or the clarity of the reply I do question the content!! (X's again deleting personal details)

---

Hello Mr X

Unfortunately the override provider codes are not available with your particular package.

Kind regards

XXXXX

---

As suggested by utilitybroker I will now bring this to the attention of the forum team.

jhp

Tiny_Tiger wrote: »

Though I can't fault their response speed or the clarity of the reply I do question the content!! (X's again deleting personal details)

---

Hello Mr X

Unfortunately the override provider codes are not available with your particular package.

Kind regards

XXXXX

---

As suggested by utilitybroker I will now bring this to the attention of the forum team.

Did you sign up via HomePhoneChoices.

http://www.moneysavingexpert.com/phones/home-phone-calls#plinerentalsaver

Tiny_Tiger

No - as I needed a brand new line I don't think using homephonechoices was an option.

charlieheard

Still getting the failure, but only intermittently. I'm on a fairly old contract, so it's not just new ones that cause the problem

whistle_blower_4

We checked on MSE that Primus do NOT block carrier pre-select (such as 18185 service). Apparently Primus made a written guarantee to MSE that carrier pre-select would be available until at least June 2012.


We called Primus and confirmed with their customer services that they did not block 18185 access. They confirmed that this was the case.


Two weeks ago we switched to Primus and now find that carrier pre-select (such as 18185 service) is blocked. Their customer services informed us that this has always been the case and their Ts&Cs require all telephone calls are made via their service as part of their contract.


I complained explaining the above and they have agreed (in writing via email) for us to leave their service without penalty.
I shall now arrange the switch.


Please note that Primus have increased their charge for the Caller-ID service (it’s free with BT) from 56p last year to £2.50/month.
So from the above it can be seen that Primus is not so cheap.


Primus use the TalkTalk LLU service at exchanges so if you are intending to escape poor TalkTalk service level don’t bother with Primus.

whistle_blower_4

The plot thickens...

For PrimusSaver (the very cheap package) the service is only LLU (Local Loop Unbundled) and this is via TalkTalk equipment with a backhaul to the Primus network. This does not permit 'carrier pre-select' (aka. 'bypass numbers', 18185 etc).

Primus can allow access to 'carrier pre-select' services but only through the BT network (BT Openreach and BT Wholesale infrastructure). But these products are less competative than BTs 'Broadband and Evening & Weekend Calls' package. Note: Primus charge £65 engineer fee to switch from LLU to BT network, BT do not charge anything but require 18month contract with >9 calls/month.