Primus

Dianet

This is my first thread and I need urgent advice please.
I signed up online to Primus for broadband and home phone on 15/1/13 and have been given a date of 4/2/13 for an engineer to come and connect me as I do not have a current provider (but I do have a BT line that can be reactivated). I have since read all the negative reviews on this company and wish to cancel. I am outside my 14 day cooling off period but I paid £111 upfront line rental with £3.99 monthly payments to make for 12 months. As I don't think I'll be entitled to a refund on my line rental, should I let the engineer come out on Monday and see how it goes or should I cancel him (if possible). Any advice appreciated.

macman

You will not get your upfront line rental back, and also you will be charged an ETC on the calls tariff and broadband as well if you terminate now. So you might as well let it go ahead unless you want to waste all that money.

Dianet

Does anybody out there have positive things to say about Primus? I know people tend to post more if things aren't going well.

wdyw

Dianet wrote: »

Does anybody out there have positive things to say about Primus? I know people tend to post more if things aren't going well.

Been with them just over a year. Faultless service so far. 100% reliability. Never had to contact them since the contract started, but 1/2 calls made when setting things up were answered really quickly with emails confirming everything following minutes later.

bendipa

wdyw wrote: »

Been with them just over a year. Faultless service so far. 100% reliability. Never had to contact them since the contract started, but 1/2 calls made when setting things up were answered really quickly with emails confirming everything following minutes later.

I only have a landline with them. Signed up in June 2011 and not had any problems so far, like wrong billing, CS failing to answer their phones etc.

Just a few things to warn about. If you ring CS they can take a while to answer during peak periods. 45 mins wait is not uncommon.The shortest respomse time I've had is 5 mins wait and average wait seems to be around 20 minutes for me But I haven't needed to contact them much. The second thing is not to rely on email responses to queries. More often than not they don't respond, so if any problems arise it's best to resolve them over the phone. The other problem you might encounter is if you exceed your broadband limit it could prove very expensive. Make sure you know what your monthly max download limit is. The only ways you can check how much bandwith you're consuming is to frequently phone Primus which is a drag. A more convenient method is to download free usage meter software like ShaPlus or Softpedia.

Dianet

I needed a landline for Internet and so it was cheaper when friends phoned me, but only really use the Internet for browsing and emails so hopefully I will be Ok. The kids do have iPods though so I'll have to keep a check on them!��

Primus_Saver_representative

Dear Dianet

My name is Elliott Fischer and I am a representative of New Call Telecom, the provider of the Primus Saver packages.

Although I appreciate that the activation date for your service has already elapsed, if you still have any queries or concerns I would be more than happy to help you with these (my email address can be found in my profile).

Just to clarify, any order cancelled within the 14 day cooling off period is not susceptible to cancellation fees and any sums paid in advance will be duly refunded.

I hope this clarifies things a little for you and as I said, please do not hesitate to contact me if you have anything that you wish to discuss.

Enjoy the rest of your day.

Elliott

athomick

It doesn't clarify it for me Elliott. I canceled within the 14 days and received email confirmation that my upfront fee would be refunded. Over 6 weeks later and you still have my money, don't answer my emails and don't answer the telephone in customer services. Where is my money Elliott and why haven't you refunded it?

ruthio12

Hi athomick, i;m in the same situation as you - signed up to primus. Cancelled the next day due to all the bad reviews.
Primus took the £111 from my account a few days after I had cancelled and have not refunded it.

Besides the ombudsman which primus seem to be ignoring too. Is there any other action we can take? Unfortunately I paid by debit card not credit card.

Ruth

athomick

They are just a bunch of scammers. Read this:

http://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback

As far as I can tell you have a good chance of getting the money back using chargeback even if it's a debit card.

ruthio12

Thanks, not heard of chargeback before. I'll give it a go