MSE News: Primus customers hit by service woes

Primus_Saver_representative

Hi Fletchasketch

I've had a look through my inbox and I can't find an email from you otherwise I would have contacted you straight as I have done with every single customer has since emailed me.

If you could send your email to onlineteam@newcalltelecom.co.uk with your account details and MSE name it would be much appreciated.

Kind regards
Elliott

Former_MSE_Becca

Hi everyone,

Primus has asked for a thread specifically for you to come to if you have a question to ask directly. I have set the thread up here: https://forums.moneysavingexpert.com/discussion/comment/59682397#Comment_59682397

Of course, you can still post about Primus elsewhere on the forum but if you're a new or existing customer with a question, ask here and Primus is more likely to see it.

To ask a question just join the forum, then click "reply" below. If you aren’t sure how the forum, watch our New to Forum? Intro Guide.

Many thanks,
MSE Becca

Fletchasketch

Primus_Saver_representative wrote: »

Hi Fletchasketch

I've had a look through my inbox and I can't find an email from you otherwise I would have contacted you straight as I have done with every single customer has since emailed me.

If you could send your email to [EMAIL="onlineteam@newcalltelecom.co.uk"]onlineteam@newcalltelecom.co.uk[/EMAIL] with your account details and MSE name it would be much appreciated.

Kind regards
Elliott

Used exactly this email address and quoted my MSE name, but never mind have re-sent.

Finally have Broadband which I'm delighted about, but all this having applied on 19th December and all that was needed was for a router to be sent out :-(

Kidcarlosuk

Just to update on my previously mentioned Primus Woes..

I received a phone call Friday night, and two follow up emails confirming that on review it was agreed that BTOR didn't do the job properly so they are coming round tomorrow morning to replace/ fix the faceplate free of charge.

Really pleased with the outcome following my initial correspondence.

I'll let you know if I have any further issues with the new install.

Cheers for your supportive replies.

Carl

Primus_Saver_representative

Hi Kidcarlosuk

If you like you can email me your Primus Saver account details I'll monitor this for you (sometimes you need to keep an eye on BTOR)

Thanks
Elliott

Fletchasketch

To anyone having similar woes, I finally have broadband service and 2 months free as compensation for the 11 week wait. Looks like Primus are finally getting their act togethter. Thanks to Elliott for his help too.

alixandrea

xmen2 wrote: »

I was a customer with Primus with a broadband and telephone bundled package. I can only say they are without doubt the worst company i have ever dealt with in my life.

The customer service problems have been ongoing for many months, not just through the snowy period and i had Primus try to con me saying i had been using 3 times the amount of data i actually had been. That is to say i had a 10GB package and they were saying i was using 30GB therefore charging me three times the amount.

When i queried this i was told in no uncertain terms that there monitoring of my usage was accurate, which i have proven by moving to plusnet and being able to monitor my own usage and using my computer the same as being totally without foundation.

My advice stay clear of them!!

I have just had exactly the same nasty shock; apparently I've used 49gig when my limit is 20gig. I asked them several days ago by email to send me proof of my usage but am still waiting for their response.

They said at one point that I should call them every week or two to find out what my usage has been in that time, so I know full well that they should be able to give me a daily breakdown. I'm not asking for specific websites, just the total download usage per day to give me some idea of what's going on.

My partner and I have added up what we think our usage has been and have come to a figure that is just over the 20gig limit but by no stretch as much as an extra 150%! I have consequently cancelled my direct debit to them and will be paying the standard monthly charge by cheque until they can prove to me that I owe them anything extra.

It's daylight robbery and clearly completely made up! How can any company seriously expect to be able to tell you that you owe them so much money without being able to show you their workings?? :mad:

Alixandrea (absolutely fuming).

P.S. xmen2, did you break your contract with them to move to plusnet, or were you already at the end of the term? If you broke the contract early, did you have to pay a fine for doing so?

P.P.S. - I must note also that it took them SIX WEEKS to install broadband/phone line at the flat I moved into, and no sort of compensation for the length of time I had to wait...

carmel11

My post 13 days ago , on the other thread about a technical issue with their website and " my account" section has yielded 2 emails, one promising a call by their technical department by today

NOT HONOURED:(
No call received and I have stayed at home all day to make sure _pale_

Former_MSE_Becca

Hi everyone,

If you're having any issues with your Primus account or service, please [URL="mailto:primus@moneysavingexpert.com"]send us an email[/URL].

This email will go to MSE and Primus, and Primus will reply to you as soon as possible.

Many thanks,
MSE Becca

DavidL

4771_Miles_To_Caracas wrote: »

..and despite notifiying them they are still chasing us for bills for services that shouldn't have been charged for..

Similar situation here. My mother died in April, I phoned Primus/NewCall to cancel the contract - they told me to email them certain information which I did do (though I never received any acknowledgement). The line rental was via BT, who cancelled things with no messing, and the line went dead a few days later - BT even issued a refund!

This morning my wife had the most rude (non-UK) person from NewCall chasing us (I've no idea how they associated my mother's account to us - presumably they must have some working system!), demanding instant repayment for an outstanding amount on my mother's account. My wife refused to pay it (she's not an executor) and asked them to write/send a bill and we'd sort it out. The person calling said they couldn't/wouldn't do that and kept demanding my wife pay immediately (she didn't!).

I'm a customer with NewCall/Primus too - but won't be much longer after this episode.

Vile customer relations.:mad: