MSE News: Primus customers hit by service woes

penninepullman

I have been Primus customer for nearly 18 months. Have noticed in last 2 months have apparently been overcharged. appear to be 2 similar costs for package (free) plus line rental.
Chose Primus as best price for line with very few calls made from the phone.
Having seen comments re: Primus on Martin's site; am worried I won't get a response.
Have e-mailed Primus to ask for explanation.
How long should I wait for a positive response before taking the matter up with Ofcom?
Should I be phoning as well? (can't afford to hang on for exceptional length of time - inconvenient to me; not cost as there is an 0800 no.)

bendipa

penninepullman wrote: »

I have been Primus customer for nearly 18 months. Have noticed in last 2 months have apparently been overcharged. appear to be 2 similar costs for package (free) plus line rental.
Chose Primus as best price for line with very few calls made from the phone.
Having seen comments re: Primus on Martin's site; am worried I won't get a response.
Have e-mailed Primus to ask for explanation.
How long should I wait for a positive response before taking the matter up with Ofcom?
Should I be phoning as well? (can't afford to hang on for exceptional length of time - inconvenient to me; not cost as there is an 0800 no.)

You could first try emailing onlineteam@newcalltelecom.co.uk or emailing planettalkers@primustel.co.uk. Give them 24 hours to get back to you. Both of those have worked for me in getting a response,. But it's easier and more expedient to phone in the off-peak period and speak to CS to get things sorted there and then.

Arbuckle

Primus are still messing up my bills and still charging me for stuff I haven't used or know anything about....

MSE are STILL very quiet on this subject....

Think I will kick both of them to the curve as neither seem to be helping me at all!

Fletchasketch

Just been sent a bill for a service I have NEVER HAD. !!!!!! Primus!

Chemist

I signed up to Primus - the MSE web site that there is a written undertaking that you can use a call over ride service! No you can't. They deny any letters etc. I had my call package cancelled.

So I have left Primus. They wanted a year's rental - I pointed out that their contract was invalid [doesn't say you can't use over ride provider] - it was a long negotiation.

I wouldn't recommend them for anything
:(

zax47

Chemist wrote: »

I signed up to Primus - the MSE web site that there is a written undertaking that you can use a call over ride service! No you can't. They deny any letters etc. I had my call package cancelled.

So I have left Primus. They wanted a year's rental - I pointed out that their contract was invalid [doesn't say you can't use over ride provider] - it was a long negotiation.

I wouldn't recommend them for anything
:(

So those of us happily using 18185 on Primus are all liars then are we?? What Primus service did you have? Line rental? Calls package? Broadband? You need to give us more info....

Primus_Saver_representative

Good afternoon everybody.

I just wanted to say a big thank you for the positive feed back that I have received by those who have contacted me directly, it's very much appreciated.

As I have said previously, I haven't joined these forums as a 'flag flyer', New Call want me to offer genuine customer service to anyone who may be experiencing issues with their service so please keep firing your queries over.

Kind regards
Elliott

GeoffBird

Can't get through on the phone ever - broadband patchy, the router is rubbish what an appalling company. I'm really disappointed with moneysavingexpert for recommending them.

Primus_Saver_representative

Hi Everyone

I've had a few people contact me directly who have been having a few problems accessing their online billing accounts.

If you send me a quick email (address in my profile) I can have you up and running in a jiffy.

On a side note the customer service wait time is currently 5 seconds and is averaging 1.16 minutes for the day so far.

Thanks
Elliott

Fletchasketch

Just phone Primus after being told my router was on the way for the THIRD time. Have been promised compensation, doesn't really cut it after OVER TWO MONTHS but will see....