MSE News: Primus customers hit by service woes

analyst_2

It is now well over a week and still not able to make an outgoing call - "sorry your call has not been accepted" - now that is a BT message. It suggests to me that Primus/NewCall isn't playing ball with BT . . payments?? . . so BT have pulled the rug on their CPS.

Not all areas are affected. I have two other lines with them in different parts of the country and they still have their connection.

But, it is just IMPOSSIBLE to make contact with them.

Daily emails still only auto-response, no human action.

Tried to call them, no pickup on the following Primus/NewCall numbers:
0800 036 3839
0800 036 0170
0800 036 0094 (sales)
0800 036 0391
020 7669 6000 (general)
020 7669 9296 (accounts)
020 7669 6536 (marketing)
Their On-line chat feature permanently reports the office is closed

So much for 7 years loyalty with Primus, the company that used to give good service till NewCall took it over.

Given the widespread reporting of these problems, going back way before any cold spell (pure BS that line), I have to wonder why is MSE still featuring them?
How much money does MSE make from the link-thru?

pmduk

I've spent the last few days considering using primus. I'll now look at other suppliers.

takethatthen

On the first day I transferred to Primus I started ringing at 9.30, just to get disconnected, at 10.15, then redialled and had No answer for 3hours 15mins ,lunch time, hung up rang again after lunch and got through after 15mins ,very helpful lad connected me after 30 mins.
But not a good start to our association.

Wywth

Oh, the backlash against another low cost provider has started.

analyst_2

Wywth wrote: »

Oh, the backlash against another low cost provider has started.

If you care to do a little searching, both MSE and t'internet generally, you'll find it started a l-o-n-g time ago.

Problem is, Primus ran on a slimline basis in the first place. Then NewCall appears to have put it on a starvation diet. Now it is wilting like an anorexic fashion model - but without the fashion.

Al_Ross

Awful,awful company,it will be no miss when it goes under!

pmduk

They'll be claiming next, "we're a victim of our own success!" Strangely, it's usually the customers suffering in those circumstances.

Tall

I signed up with them last night having just moved in to a new place on the basis of them being placed in the MSE broadband and phone article. Within hours though I heard about peoples problems with them.

Tonight I've written them a letter and email to cancel the order for the phone and broadband. I'd rather get out in the cooling off period than have problems whilst stuck in a 12mth c.ontract. Hoping they won't still take out the annual line rental upfront.

Lol

The worst broadband service experience in 10yrs of being a customer. I joined mse about a month after Martin set up the website (tho due to a glitch some of us had to rejoin a yr or so later) and so have switched broadband (and other services) many many times.
I switched to Primus 3 months ago. I received intermittent service in the first month, almost NO broadband whatsoever through December and have still been charged monthly rate PLUS an exceeded data allowance (pah!) resulting in my last monthly bill being £50+! For what?..I have told them (and cc'd ofcom in it) that if my last three months bills do not reflect what I have actually received..(and, let's be honest, usage to your home is visable from their end, so no excuse..) then I expect to be 'released' penalty free and recompensed. They have offered 2 future months free. Not good enough. How can they assure I will get any Internet service if in 3 months they haven't provided it? My last intentions were emailed a week or so ago. I don't hold out much hope in a reply. A previous one took 4 wks to be responded to. I have been warning family and friends not to touch them with a bargepole and I urge others to do the same.

Arbuckle

I moved to Primus from BT in early October. I did it all online and said that I wanted a phone line plus broadband. The confirmation email came and didn't have the broadband mentioned so I rang up and told them there had been mistake - this was the first day!
Since then....
1. The phone was changed but not the broadband so I had to ring again. They said it would take another month and asked if I wanted 20GB or 40GB. I work in IT so I asked for the largest of the two offered (more of this later!!)
2. Broadband changed in November and I got the closing bill from BT and an opening bill from Primus (First Call). First bill was £10.88 so happy
3. January there was an extra charge of £69.73 for early termination - interesting as I hadn't terminated anything. On ringing the very helpful girl told me to cancel my DD to them if it was getting to the 1st January but the bill would be recalculated as they had made a mistake
4. 1st Jan came and went, no recalculation of bill and a letter arrived complaining about me cancelling my DD
5. I rang them again to complain. Was told that £59 had been credited to my account and that all would be well (Not the £69 I had been charged but better than nothing I suppose)
6. 2 days later they cut off my phone and broadband. I had to use my mobile to ring and it cost me to hold on and wait for ages.
7. Got another very good (and stressed) girl who was extremely helpful and said there had been a mistake and that I would be reconnected
8. My bill for February showed the £58.11 credited but now an additional charge of £85 as a one-off charge with no details of what it was - I rang again and was informed it was because I had gone over my 40GB and it wasn't their policy to inform me of such until the bill. There was an option of unlimited (in reality 90GB) download and it would have cost me £23 per month to have this but I wasn't offered it so instead they charged me the £85 for going over
9.It's gone on and on since then. There is a girl in collections (Shazia) who is fabulous and really tries but if they manage to keep her working there it will be a miracle. There's a guy called Adam who seems to have his head screwed on as well but for the rest of them....:(:(
10. and I can't cancel because they will charge me 2 years early cancellation fee. The final suggestion is that they take 40% off the £85 as they never offered me unlimited and after a lot of arguing they will backdate the unlimited to the 1st January (they really didn't want to do this so I spoke to Shazia again and she was great!!)

MSE - you had this shower on your recommended list and you really should take some responsibility for the hopeless mess they have made of everything. They obviously sold themselves to you, shame you didn't check them out before you told us all how good they were!!