MSE News: Primus customers hit by service woes

Primus_Saver_representative

Hi Fletchasketch

Would you be kind enough to email me your details and I'll put a rocket up this missing router of yours even if it means calling the router distributor myself.

I'm sorry for the inconvenience and if you would like to speak with me directly I'd be more than happy to give you a call to discuss compensation etc.

Kind regards
Elliott

PaulW922

Primus_Saver_representative wrote: »

Hi Fletchasketch

Would you be kind enough to email me your details and I'll put a rocket up this missing router of yours even if it means calling the router distributor myself.

I'm sorry for the inconvenience and if you would like to speak with me directly I'd be more than happy to give you a call to discuss compensation etc.

Kind regards
Elliott

It's good to see that a slating on MSE can have such a positive affect isnt't it?

For the record I have been with Primus for several years - no serious problems

Fletchasketch

PaulW922 wrote: »

It's good to see that a slating on MSE can have such a positive affect isnt't it?

For the record I have been with Primus for several years - no serious problems

You can call it a slating, I would prefer 'telling the truth' though. I'm sure nobody would argue with me that waiting over 2 months for a router is bang ridiculous, but if the Primus Rep can sort this out then I will slate no more!

shytalk

Hi,
I changed from BT homephone and Orange Broadband last month on MSE advice after Martin contacted the head of Primus who assured Martin that using other overide companies such as 188666 could be used.
The phone line changeover went well but I was without internet as Primus forgot to send me out a wifi router, it arrived the next day however.
What we where not told was that 18866 and other overide companies cannot be used if you take out BOTH homephone AND broadband, taking out only homephone will allow overide calls.
I queried this with Primus but no one there knows why and it sounds silly to me.
Primus any answers please ?.

macman

Presumably because if you take both phone and broadband, you may be on an LLU service rather than a BT Wholesale service? Elliott has not responded to my enquiry as to how many exchanges are LLU for Primus. Maybe he's back on duty at the overworked call centre?

Primus_Saver_representative

Hi penninepullman

Would you mind emailing me your details and I'll give you call (with your blessing of course) and get this sorted for you.

Thanks
Elliott

Kidcarlosuk

There are some many complaints and issues on this forum I didn't know where to post, I thought here would be a good place as any.

So I stupidly joined Primus Saver back in October.. Everything was fine. I didn't really need to do anything and the account transferred over without any issue.

Then in December I move house.. Which was the start of my problems..

I moved on the 18th of December into a newly built house.. Because of this the line had to be activated and installed at my address (at my cost). I can accept this as I've moved to a new build before and this has be the same course of action that time. My first frustration was that it would take 6 weeks before this time could be installed. However given Christmas etc I accepted that my line would not be live until the 28th January.
The BT openreach representative that Primus sent to my house was incompetent. He didn't hook my line up to the exchange. He didn't check my phone line for a fault and the master socket that he installed into my house was either faulty or not installed correctly. Obviously he didn't test this either..

So despite a number of emails (As you CAN'T get through on the phone) i finally received this response today.

Dear Mr S,

I have spoken to our faults department and they have advised it seems to be an issue with the face plate (the panel). Unfortunately this is not something we can provide to you, it is something you will need to buy yourself. You can purchase these at any good hardware store. I have to advised this because if we send an engineer out to your property and they find that this is the issue, you would be liable for any engineer charges.

I apologise for any inconvenience this may cause you.


Now I'm not technical so how would I even start to remove the panel and put the new one on and Primus sent the guy round to install my phone line (and therefore faulty panel) This is the panel that is not working.. Why would I have to pay to replace this?. So I asked why I would have to pay for something that they have done wrong.


The response was


Dear Mr S,

Unfortunately as this was BT Openreach that has done this work, I understand this must be frustrating for yourself it is out of our hands and can only advise you on the charges they will pass on to yourself.

I apologise for any inconvenience,

I'm really stunned that Primus/ New Call telecom think they can plam this off. They've not done what they were supposed to have done and then want to charge me to fix their problem.

Oh by the way since I've paid every bill and never been offered a rebate for the 2 and a bit months that I've not had a phone line for as well.


What a useless company. much like my phoneline.

I'm awaiting a further response. I'll keep you posted.

by my advice- Avoid Avoid Avoid..

macman

Incredible response from Primus there-the faceplate on the NTE5 is the responsibility of your line rental provider-Primus! The only way a repair to to that is chargeable is if you damage it yourself.
Install faults are of course caused in reality by BT OR, but it's still up to Primus to manage their contractor. Telling you to 'fix it yourself' shows a complete lack of training, since it's BT OR's property.
If it's an extension socket however, it is your responsibility, and would be chargeable.

Fletchasketch

Finally have a router following a 69 day wait. Hallelujah. Will have to wait until tonight to see if it works.

P.s don't bother contacting the rep, my email was ignored.

bendipa

Kidcarlosuk wrote: »

Then in December I move house.. Which was the start of my problems..

I moved on the 18th of December into a newly built house.. Because of this the line had to be activated and installed at my address (at my cost). I can accept this as I've moved to a new build before and this has be the same course of action that time. My first frustration was that it would take 6 weeks before this time could be installed. However given Christmas etc I accepted that my line would not be live until the 28th January.
The BT openreach representative that Primus sent to my house was incompetent. He didn't hook my line up to the exchange. He didn't check my phone line for a fault and the master socket that he installed into my house was either faulty or not installed correctly. Obviously he didn't test this either..

So despite a number of emails (As you CAN'T get through on the phone) i finally received this response today.

Dear Mr S,

I have spoken to our faults department and they have advised it seems to be an issue with the face plate (the panel). Unfortunately this is not something we can provide to you, it is something you will need to buy yourself. You can purchase these at any good hardware store. I have to advised this because if we send an engineer out to your property and they find that this is the issue, you would be liable for any engineer charges.

I apologise for any inconvenience this may cause you.


Now I'm not technical so how would I even start to remove the panel and put the new one on and Primus sent the guy round to install my phone line (and therefore faulty panel) This is the panel that is not working.. Why would I have to pay to replace this?. So I asked why I would have to pay for something that they have done wrong.

The response was

Dear Mr S,

Unfortunately as this was BT Openreach that has done this work, I understand this must be frustrating for yourself it is out of our hands and can only advise you on the charges they will pass on to yourself.

I apologise for any inconvenience,

Primus are 100% responsible legally for any screw-ups that BT OR make on installing your line and the cost of installing the socket, part of the cost of the installation fee. You are not expected to supply that.Clearly Primus are in breach of contract here and should compensate you for the loss of the line that you've paid for from 28th January. I'd write Newcall a stiff letter and send recorded delivery (don't email), outlining your grievance giving them 10 days to respond in writing asking for a letter of compliance. and compensation explaining how much they owe you. Mention that if they fail to respond you'll consider litigation. If they fail to respond, issue a Small Claims Court summons for the loss of line compensation, the cost of issuing the summons plus any other costs incurred through the inconvenience of sorting this out, eg additional mobile phone costs, postage etc.