Primus - please help!

Laurielee123

Hi everyone,
Following this sites review of Primus I decided to go with them to replace my Virgin broadband and home phone which I can no longer afford.
I found a super cheap deal through uswitch, line rental plus £1.25 (!) monthly for broadband and free evening and weekend calls. I made the ord, using my direct debit details etc then heard nothing more from them. I had no trouble getting through in their phone number the following week and spoke to a guy who said to wait another day or so and I should get an email. Eventually got one stating that they would be coming to install the line on 27th July. As this would be a full month since an placed my original order and I was worried that they would take the first direct debit payment before an even had a service from them I tried to call. This is where it gets even more worrying...ever since, around a week ago, their telephone number cuts you off no matter what option you choose, even the sales option. On the rare occasion it doesn't cut you off it just puts you on hold forever (I have given up twice after 30 mins). I have also emailed three times and not had any response.
I am really confused as there are many positive mentions of them on these forums and their website is up to date and showing in signs of any problems at the company. Has anyone else experience of this kind of thing with them?
I don't know what to do for the best, I am unable to afford anything better (except Talk Talk) and don't who's an could even cancel the process if I wanted to now...
Any advice much appreciated, thank you x

Laurielee123

Apologies for the dozens of typos in that post! I am stuck with only being able to access the Internet via my mobile, blasted predictive text!

macman

Since you require a line install, one month from order to provision is not unusual. Primus have no control over this, the schedule is controlled by BT Openreach.
The inability of Primus to offer even the most basic level of CS is well documented on these forums-you get what you pay for.

Laurielee123

Thanks for your reply.
It's not the schedule that really worried me, it's that I can no longer get any response from them...
I think I was thrown by the MSE Full Review on Primus which rated their customer service as quite good and better than Talk Talk.
I wish I could afford better, but unfortunately I can't at the moment. my husband left the family home 4 months ago, cancelling satellite tv, phone and broadband and I am trying my hardest to reinstall these things in an affordable way for me and my two girls (2 and 5). It's been a learning curve!

macman

'Better than TalkTalk' is hardly a glowing recommendation...