Primus Customer Service

daveyboy123

Hopeless!

I placed an order before Christmas for phone and broadband. Was advised they could install with an engineer call out on Thursday 5th Jan in the afternoon but I had work so could not make the appointment. I called them back and they advised the earliest they could offer me was not until the end of January. I said to cancel my order as felt this was totally unacceptable. They then offered me all day on Friday 6th January. I was delighted as I was off work that day. They said they would email confirmation. They never did.

I called them today - Weds 4th January - and it took me nearly 20 minutes to get through. The girl I spoke to left me on hold for 8 minutes to check my appointment then advised me that the Friday 6th appointment had not been booked at all. She then said she could not book me a new appointment as her computer had stopped working could her colleague call me back in 30 minutes. I asked to speak a manager. The manager then offered me Thursday the 12th in the afternoon afternoon again - once again I advised I would be at work. We seemed to be getting nowhere fast so I told them to cancel my order there and then.

No offer to retain me as a customer or even an apology for having been fobbed off with an appointment time that the agent didn't even bother to book in...

Terrible service!

tommo2007

Similar story really mate, it seems to be the "Primus way".

We had engineer appointment booked for an afternoon beginning December - I took the time off work, no-one turned up. We received no apology from them, but a rescheduled appointment for 22nd December - again no-one turned up.

No apology and no rescheduled appointment.

Until 2 days ago when an engineer came knocking on the door totally unannounced!!! There was only anyone in because my partner had had a family bereavement so was off work. They then completed the work yesterday.

Unbelievable.

daveyboy123

That's shocking! So you still went with them?

Having had an email from a manager confirming my order had been cancelled yesterday I have now received an email stating I am going to have my engineer visit next Thursday in the afternoon. I have emailed the manager back asking for clarification and further confirmation that my order has been cancelled and not heard anything yet.

tommo2007

daveyboy123 wrote: »

That's shocking! So you still went with them?

They didn't give us a choice, would you believe?!?! Said that we were outside of our cooling off period and would not allow us to cancel, full stop. Even though they hadn't kept their end of the bargain!

Absolute disaster, but now we seem to have connectivity at a very good speed for our area, so will just hope it stays ok for 18 months and then get rid of them!

doubleps

Hi
I'm also having the same problem , however neither of the customer service phone number i was given are working ,
can you advise me of the number you called .
both 08000 363 839 and 0800 036 0094 give the message the number you have called is not vaild please hang up and call customer services .

Anyone have a valid number - cant find one on the website

Thanks !

bod1467

SayNoTo0870 says this:

Primus Telecommunications 020 7669 6000 0800 0363839 Also: 0800 036 0094, Fax: 020 7669 9301, p/o New Call Telecom Ltd

So same as what you have used. Maybe try the 020 number?

doubleps

Thanks Bod will try the 020 number now , the 0800's still are not working .

doubleps

After waiting 37! mins to speak to someone, :mad:
I was advised my request was still at "stage 1 " would be another 2-3 weeks , when I complained that I had no reply to emails and had to listen to recommend a friend and we will give you £20 for 37 ! min's . wouldn't recommend to ANYONE :mad:
I then cancelled.
Sky are offering 6 months free internet so just £12.95 line rental for 1st 6months
then £7.50 for broadband so thereafter £19.95
Its also unlimited ! Yes more expensive however live chat , immediate customer service , for me makes it worth it .

nollag2006

doubleps wrote: »

After waiting 37! mins to speak to someone, :mad:
I was advised my request was still at "stage 1 " would be another 2-3 weeks , when I complained that I had no reply to emails and had to listen to recommend a friend and we will give you £20 for 37 ! min's . wouldn't recommend to ANYONE :mad:
I then cancelled.
Sky are offering 6 months free internet so just £12.95 line rental for 1st 6months
then £7.50 for broadband so thereafter £19.95
Its also unlimited ! Yes more expensive however live chat , immediate customer service , for me makes it worth it .

Primus are a complete disaster of an organisation