Primus phone

zax47

zax47 wrote: »

Unfortunately, if you are new to Primus and haven't been given an account number/username then you have to take your chances with "Customer Services" to get this information before you can even try to login. Let's see if my email to them illicits a response....

Well, there's a turn up! My email got a personalized (non-automated!) response, within a very few hours, with exactly the info I wanted (account number) and a link to set my password. All done now, I've logged in and checked my first bill. :j Could things be taking a turn for the better?

DonnySaver

FLOWERPOT wrote: »

Martin has always promoted Primus as being cheapest line rental provider. I have been with Primus for about 3 years and accessed my account online..no problems.Now I find I need a username for this since Newcall got involved but was never asked to set up one.
I've tried ringing customer service but after 40 inutes on hold gave up (0141 no. how much does this cost?)
Have sent emails asking for help but just get automated replies saying someone will be in touch shortly...2 weeks later I'm still waiting.
Is it legal for them to keep taking money on DD but not allowing me to see my bills because they can't be bothered to help me set up a username.

This exact same problem has happened to me. I've never been able to access my account since they moved it over. Have tried contacting Primus on several different occasions and received no help whatsoever.

Elliott - If you are still monitoring these forums then I've PM'd you with my details.

DonnySaver

An update for you..... I got in touch with Elliott (the Primus representative) and he has managed to sort out my account login issues.

Many thanks Ellliott - shame I didn't get somebody like you to help me out 4 months ago!

analyst_2

stinky_5000 wrote: »

Im new to primus too, i just emailed [EMAIL="savers@newcalltelecom.co.uk"]savers@newcalltelecom.co.uk[/EMAIL]
They sorted me out with my username and password within the hour! . . .

I've been e-mailing that same addy for over a month now and still only getting an auto-response, and you are telling us you got a response within an hour? . . . .hmmmm!

My phone still can't make an outgoing call.
That is NOT what I call customer service.

Interestingly, the only e-mail I have had recently from Primus is to tell me that my latest bill can now be viewed. Funny how they can manage to email that one, but still haven't responded to my month long 'complaint' that my phone line is running 'all calls barred'.

What a shambles!

Primus_Saver_representative

Hi analyst

I've noticed quite a few posts on various threads from yourself regarding your experiences with your services. Would you mind contacting me directly so that I can look into these for you?

Thanks
Elliott

analyst_2

Primus_Saver_representative wrote: »

Would you mind contacting me directly so that I can look into these for you?

Elliot, if you are at all sincere about this duty, just fix the problems.

I would not be expecting to be singled out for special treatment. My situation is well established in the Primus email pile, just get ALL the emails responded to in the way they should always have been, and do it sooner rather than later.

nogginthenog

analyst wrote: »

Elliot, if you are at all sincere about this duty, just fix the problems.

I would not be expecting to be singled out for special treatment. My situation is well established in the Primus email pile, just get ALL the emails responded to in the way they should always have been, and do it sooner rather than later.

For god sake give the guy a chance, Its not his fault you have had problems, thats of course assuming you have had.

Do you really expect him to go trawling through your past posts.

Do yourself a favour contact Elliot, and then report back to us your outcome.
Overwise you will seem a right plonker!

analyst_2

nogginthenog wrote: »

Its not his fault you have had problems

At no point did I say or infer that it was.

nogginthenog wrote: »

Do you really expect him to go trawling through your past posts.

No, and I didn't suggest that I wanted him to. It wouldn't have helped anyway, without my account details.

nogginthenog wrote: »

Do yourself a favour contact Elliot, and then report back to us your outcome.

As it happens, only last night I did, at last, get a human response from a 'Maryam Ali', to my first email saying they would resolve the problem.

So, that's progress, it has only taken a month to respond to an email:

from Maryam Ali.
Please accept my sincere apologies for the delay in response.We have now escalated the issue for you and the issue will be resolved within the next 48 hours.We have had an issue with our system which unintentionally suspended your outgoing calls, therefore, please accept my sincere apologies regarding this matter

Great!
No mention of credit for the month my line was left out of service tho'

CheezdoffJen

Elliot, please answer me this... I moved house in Nov 2012. The only point of contact for Primus was a chat facility due to the time of day (late evening). I enquired how do I change my address details and gave my new address. The reply came back that it would take at around 5 weeks to transfer the line to the new address (this would take the line activation into the second week in January 2013). I needed land line activation sooner as I then worked from home so decided to cancel my contract after Maryam had asked if the landline transfer was to go ahead or was the contract to be cancelled.
I have just received a text from your company asking for payment on an outstanding balance, yet I have not received a bill throughout December, January or any point in February. How was I supposed to know that an outstanding bill was due if I had not received a bill for these months via email. And why am I paying for a service Primus couldn't provide for a property I am no longer in. (Incidently, I called the customer services department and spoke with a C Green, I was told that Primus are still providing the service for the old property, will I be paying for the new occupants calls too? I was also told that the 'contract must be paid up until May 2013'. Ok so Primus can break their own terms and conditions contract by not emailing a bill for the months Dec, Jan, Feb, but I have to adhere to the contract terms and conditions by paying up for a house I no longer live in and for a service thats non existant. Primus can break their own rules, but they'll take your money too.

Primus_Saver_representative

Hi Everyone

In response to you posts (forgive the war and peace length)

Analyst - In order to get your issue resolved I need some personal details (emailed securely to my inbox) as currently all I have to go on is your unique MSE username. I understand that you're experiencing issues and I appreciate your frustration but unless I have something to go on, I'm pretty much stuck.

CheezdoffJen - The timescales for changing an address are exactly the same for a new line installation and the logistics aren't too dissimilar. The completion time is solely down to engineer availability which with Openreach can fluctuate depending on a number of variables.

We do everything in our power to move orders along as quickly as possible and secure the earliest appointments for our customers, however ultimately we (as with most telecoms companies in the UK) dependent on the Openreach for appointments.

With regards to your 'missing' invoices (forgive me if I'm wrong) but the dates provided seem to be around the time that we upgraded our customer online billing accounts. Part of the upgrade meant that customers were issued a new password and link to access your account. These new details were sent to every customer with their 'your invoice is now ready to view' email as an attachment, which admittedly were missed by a few people (hand on heart I probably would have missed it)

I hope I haven't come across as argumentative, it's just very difficult to convey tone via type and if anyone wishes to speak with me, I'm not just an online username.........give me your number and I'll give you a call.

Hope you all have a good Friday and a better weekend.

Elliott