Avoid Primus/Newcall

John_Auld

I had the misfortune to have my calls routed through Primus Unfortunately a direct debit failed I immediately settled by debit card .Some hours later I was cut off The accounts dept were as unhelpful as they could possibly be I wrote to the Chief Executive but he could not even be bothered to answer .I therefore found a better and cheaper provider There was still a bill outstanding that came through subsequently I was so incensed that I decided to withold £50 Eventually I made contact with Customer "Service" one O Rix offered a derisory £10 which was insulting Eventually this was reluctantly increased to £25 leaving £25 I offered to pay this not to Primus but to Cancer research .This was accepted in writing by Rix when asked which cancer charity he wished this to be paid to he reneged and demanded £25 to Primus !! All this time copies of correspondence has been passed to their chief Executive Nigel Eastwood who has avoided answering me at all Ignorant as well as incompetent! Now they have passed the account to the infamous Scotcall who have changed the amount to £75 a clear case of fraud .I await a visit from one of their bully boys they will be asked to leave and if they fail to do so the police will be called If you looking for cheap calls there are better and cheaper Avoid Primus/Newcall at all costs .In my business we bend over backwards to retain clients Eastwood must be a pretty lousy businessman if he does not understand this basic tenet of business Clearly a man promoted beyond his capabilities

steverj52

I too have suffered in the hands of the incompetent Primus. After placing my order on the 26th Feb I had 1 e-mail to say" Thank you for your order" (automated reply) and then silence. I then contacted Primus 13 March to ask "where is my router" to which they replied "it has been sent to you today" 26th March again called and asked what has happened to my router the reply was "it will be sent out tomorrow" and also I will be going live on the 2nd April. This is now over 5 weeks with out internet. I challenged them to cancel my order as I have had enough of all this. They stated that because I had gone passed my "cooling off period of 14 days it will cost me a whole years contract". This company messes the customer about after the cooling off period so you are then stuck with the incompetence of a company that does not know what they are doing.
Many e-mails have been sent to this company and all I get back is the "person is in training". My suggestion is he will be for a long time at this rate.
Final note: Avoid Primus Savers you want cheap you get cheap.

John_Auld

My saga continues the accounts dept instead of crediting me with £25 have DEBITED my account with £25 Deal with them at your own risk

shanbalasay

John - could you please share the alternative better & cheepest provider that you found?
I've just now placed an order with Primus through HomePhonechoices for my switch from BT to Primus. I only got one email saying 'Online account' has been setup for me. A week gone and no other information about switching, etc. I'm wondering if I should cancel before the 14day cooling off period to avoid the hassle steverj52 faced.

Phones4Chris

John and a number of others have had bad experiences with Primus when they have had a failed DD. But there again so have a lot of other people with Many other companies. So far I've not had an issue with Primus but then I haven't had a failed DD and hope I don't.

John_Auld

I am back with BT

John_Auld

Chris the relevant point is that the service was cancelled some time after I had paid and having agreed compensation this was debited not credited and since then they have ignored my complaints Not an honest or competently run company

StevieJ

John_Auld wrote: »

I am back with BT

If they are better and cheaper, Primus must be bad :eek:

bendipa

Most customers with Primus haven't had the problems you seem to hav.e had. Certainly I haven't had any trouble with them so far after 6 months (touch wood). You say your direct debit failed, but whose fault was that? Secondly you claim they reneged after they agreed to settle a bill on favourable terms with you in writing. Why didn't you take them to court since you would have had an open and shut case against them?

As for going back to BT you are more than welcome to them.

paspoule

I have had a different problem with Primus. I received an email from them titled 'Carrier preselection deactivation'. Unfortunately I failed to read this message carefully enough to realise that it was saying my line was being cut off. When my line stopped working and I contacted Primus about the problem, they told me another provider had taken over my line. I had not spoken to any other providers, but to get my line reconnnected Primus have charged me £59 plus £15 to retain my number. They have not been able to tell me which company supposedly took my line over, and offered me no proof that they are not at fault. In any case seeing as I did not want to terminate my contract and have now had to sign up to another 12 month contract, I would at the very least have expected them to waive the reconnection fee. Customer service personnel have given me conflicting information and have been rude as well as unhelpful. Before I originally signed up to Primus I had read lots of bad reviews on reviewcentre, but decided to take the risk anyway - I should have known better!

StevieJ

I will be signing up with Primus next month when my BT contract comes to an end, £6.29 a month seems too good to refuse.