I'm glad Primus have an 0800 freephone number...

jonny2510

...because after 45 mins on hold I'd hate to be paying for this :mad:

I have just discovered a £2.50 charge on my bill for what I presume to be a caller-id charge that I specifically asked not to have

I wish I'd read up on Primus before signing up with them. It goes from bad to worse...

Chasb_2

I have been using Primus since 2007 - thanks to Martin's "introduction". I get a q'ly rebate. It has all been excellent.

Then in October I got a paper bill - thought it strange but as I was in credit didn't pay much attention.

This month I have a bill with a charge of 1.50 for no DD set up and another 1.50 for getting a paper bill.

I have been on the phone for many many minutes about ten different occasions - no answer.

All the e-mail addresses (eg. savers@primustel.co.uk amongst a host of others of the bill in and web pages) get failure to deliver.

I was just about to move my line t them as BT have increased their prices - major re-thing going on now.

Hs anyone else had problems contacting them?

Does anyone have a solution?

jonny2510

Chasb wrote: »

All the e-mail addresses (eg. [EMAIL="savers@primustel.co.uk"]savers@primustel.co.uk[/EMAIL] amongst a host of others of the bill in and web pages) get failure to deliver.

I was just about to move my line t them as BT have increased their prices - major re-thing going on now.

Hs anyone else had problems contacting them?

Does anyone have a solution?

Gave up after 50 mins waiting for an answer.

Sent an email to [EMAIL="planettalkers@primustel.co.uk"]planettalkers@primustel.co.uk[/EMAIL] (the email address advertised in the primus bill email). 7 days on and haven't had a response

sincere

We have been using Planet Talk for years to contact friends abroad. Simply phone 0800 036 37 38 and a voice states how much credit you have left, and off you go!

To top up phone 0800 036 38 39, speak to a helpful voice, quote card number, and no problem.

Recently BIG PROBLEM!! Just like Johnny.....left hanging on for a good while, and usually to no avail.

No reply to my email.

I checked the website.It is possible to go online, register a new account, and set up a payment system which means that you just phone 0800 036 37 38 as usual, and if you realise your credit is low, press *2 to automatically top up by the amount you have chosen on registration. And looking at the prices, they are cheaper than the ones I have been paying!!

My point is that this company should not be encouraging their customers to phone 0800 036 38 39. It seems pointless.

And a loyal customer like myself should have been informed that it is best to stop my usual calls to this number, better to go online and get cheaper calls. I have worked it out myself. But what of those who do not have internet access?

I even tried pressing the "Sales" option today, and then the new account selection. No voice going on and on, telling me of the wonders of the company. The phone rang and rang......then back to the usual most longwinded detailed summary of a company.

I hope Martin can look into this non-contactability issue. I have found it very annoying, but at least my landline is not tied up with them. I really feel sorry for those in that position.

StuieUK34

am on hold at the mo....
been on 18 mins so far....
this will be the 3rd time i have called to setup a Direct Debit, as each time i set it up, they say its done, but its not, and then we get letters and bills through post (supposed to be all online)..
I dont care about how poor the service is, what i would like to know is this:

If i make reasonable attempts to speak to them, IE: 40 mins on hold and not get through..
Sending the same email daily with my bank details on to setup the direct debit (and no reply comes back)

If they write to cut me off or make any charges for late payments, etc, whats my recourse ? i have tried to do the right thing, but cant get through, so if this somthing OFCOM would deal with (like they did when it come to fining TalkTalk for being idiots and doing the same thing) ????

savvysammy

Hi Guys,
I'm also struggling with Primus....
Moved from BT to Primus for advertised rate of £6.79 at point of price hikes and had my first bill for over £12....

I've emailled 3 times since beginning of December requesting a corrected bill (and included my setup email from them stating the confirmed £6.79 price), on hold for over 40 minutes.....NOTHING!

Really not sure what to do not- I dont even know if there is a direct debit setup or not! I requested one but who knows...im thinking a bad move has been made :mad:
If anyone does have any joy in getting through to them I would be interested in hearing your stories...otherwise, looks like its off to some OFCOM or Office of Fair Trading etc....

ex_lurker

So I'm not the only one struggling to make contact with Primus. They used to be good at customer service. Only 4 weeks ago I emailed them asking to move my services to my new address and they said 'fine, contact us again 2 weeks before you move'. Since then, no replies, I can't get through on the phone, nada.

I'm thinking of cancelling my direct debits. Then they'll have to contact me, right? Bad idea, good idea...?

jonny2510

Try calling mid afternoon. I got through after about 15 mins previously (calling at approx 14:40).

Unfortunately they don't seem to reply to emails (or at least my emails anyway)

ex_lurker

Thanks jonny2510 for encouraging me to persist. I finally got through after 15 mins too! (Called at 15.30)

They said they've fallen behind with their emails ... When they do get round to reading all their emails, they'll find several narky ones from me threatening to cut off my direct debits!

They also said they have a backlog of work for their engineers to do. I'll get my services moved to my new home sometime in january. Wonder if I'll get a refund for the downtime?

tommo2007

ex_lurker wrote: »

They said they've fallen behind with their emails ... When they do get round to reading all their emails, they'll find several narky ones from me threatening to cut off my direct debits!

They also said they have a backlog of work for their engineers to do.

That might explain:

1) Why they haven't bothered responding to my partner either!

and

2) Why they gave a date for an engineer with 4 days notice, I took an afternoon off work, and then no-one turned up and STILL no contact from them as to who/what/where/when/WHY!!!

Absolutely dreadful company, but tied into a contract now with NO SERVICES!!!!!!!

Annoyed? Me? YES! :rotfl:

Originaldagi

I was with Primus a few months ago. They snatched me from TalkTalk and no matter what I did they took no notice. The only time they were interested in me was when they were chasing me for payment and then they would offer threats like 'the bailiffs will kick your door in and seize all your goods'. :eek:
Although I am with Plusnet now they are still chasing me for money they say I owe, but I did not want to go to them I wanted to stay with TalkTalk but they say that doesn't matter I became their customer and I have to pay.

Complain to the regulator? I have and they just say 'Primus had difficulties' their mailboxes filled up and that I should accept a letter of apology from them...:mad: I bet that wouldn't be the answer if it were the regulators phone