MSE News: Primus customers hit by service woes

mgdav

They simply do not respond. 4 emails and 2 letters so far. I am moving.

MillicentBystander

Guys_Dad wrote: »

To quote from your article

"We often feature Primus deals in our weekly email and guides on the site, as it offers some of the the cheapest line rental, calls and broadband packages."

Well, MSE, stop featuring them and explain why along the lines of "Primus offer very competitive deals but we are unable to recommend them at present because of....." and spell it out.

You need to give informative information rather than simply highlightins prices.

This 110%! It really isn't good enough just to give recommendations based on price alone.

analyst_2

My last mailing went like this:
_____________________________________
Dear Sirs
The Supply of Goods and Services Act 1982
Unfair Contract Terms Act 1977


The Unfair Terms in Consumer Contracts Regulations 1999


You appear to be in breach of your agreement on service provision.
I would therefore be grateful if you would now confirm if it is your intention to honour your obligations in this matter.
__________________________________________________

And guess what I got . . . an auto-response, same as ever.
I doubt they have any intention of dealing with anything now, except collecting the money that comes in.

money4nothing

I read the feedback with interest and some relief (really!) that it is not just me who has had issues with New Call/Primus. Issues seem to stem from a new billing system that went live in Autumn 2012 (nothing to do with bad weather or cheese avalanaches).
The new system required new login/password details and they changed the format of the email notifying customers of their bill being available. You used to be able to see the total amount of the bill in the email.
Customer service - finally got through to someone today (after 2 weeks of trying) who was very helpful in resetting my account access.
Cannot make external calls - no idea why or how but they can reset within 24 hours.
Emails - always boiler plate replies - nothing helpful contained in the reply so, frankly, not sure why they bother.
I suggested that they put something on the web page to at least acknowledge that they are having problems with customer service. Also that they should bring back the emails with the bill amount in them so customers do not have to log on to find out how much is owed.
I have requested a call back from them and am going to keep a close watch. As someone else mentioned, they have not been providing the contracted service so I think they would have a hard time holding a customer to a minimum contract term.

LRon

I moved house and left Primus about 4 months ago, and have been waiting for a refund of overpaid line rental ever since.
Every time I call they say it's on it's being dealt with but it never is... tbh I gave up on getting it back as it's only a few quid but its not really the point.
I will never use them again and advise others to do likewise - they're definitely a case of getting what you pay for!

Clear_That_Clutter

I've only had problems recently (couldn't see my recent bills on their website) but tried four times to ring them and each time gave up after 30 minutes on hold. I wrote to the Chief Exec (Nigel Eastwood) and had a phone call a couple of days later from someone in his office (always write to the top man or woman - usually the Chief Exec - if you want a quick response!) I was offered a reduction in my line rental but told them I will leave once my contract ends (in May). Am thinking of going to Plus Net as I have my internet with them and have had no problems.

sue.b_2

I left Primus a few years ago when they increased the price of Caller Display without informing customers beforehand. BT was much cheaper for line rental + caller display on the annual payment. Primus cannot be trusted. Their Indian call centre staff are insolent.

Fletchasketch

I've now sent them an email cancelling my order because it's taken seven weeks. They still have my bank details though, what recourse do I have if they try to charge me?

carmel11

I signed up with Primus on 7th jan,13.99 per month for 20mb Internet and free evening calls after 6 and weekend. They sent me an email confirming.
Connected me on 28th jan exactly as promised. No problems yet.
They didn't describe 20mb as unlimited, but I am pretty sure it's enough for me. As reassurance, they said I could check my usage every couple of weeks initially.
Havnt had to check my bill yet

kaz8210

I have been with Primus for 3 years and recently changed to free calls all day and night and unlimited internet but was shocked to get my bill and they hadn't put the free calls on. I rang them to be told it should of been done so they would look into it well loads of calls to them over a few days to be told by some idiot it's been done now not our problem the customer service was disgusting then wrote a letter to there complaints department and never heard anything back avoid them i will be moving once my contract is up.