my primus experience

barahs

pros and cons so i shall just say it how i see it.
i signed up for Primus last May, 20gb plus home phone all was ok.
now despite reading everybodys horror stories i give everybody the benefit of the doubt.

Last week i received my bill and it had "additional charges" on it. So i duly rang them to discuss, expecting to be on hold for ages i took a deep breath and bit the bullet, how wrong i was!!!

ah bless, a nice chap answered the phone and firstly apologised for the fact he was new and was being trained. We duly discussed the additional charges and it transpired son and x boy have a love affair going. (not a huge problem)

Here's where i get mildly irritated though, i asked to upgrade and was told yes i could but i would need to take out a new 18month contract (despite my original one ending in 3 and it being only 12 to start with). I wasnt told when i signed up to Primus that if i wished to upgrade i would need a new contract but heigh ho. I agreed to upgrade purely on the potential cost saving due to x box usage.

and then i discussed my moving house in 5 weeks time, yes the service could be transferred but at a cost, ok, £60 though really??? i thought that was a bit steep considering i had just agreed to sign a new 18 month.

so the way i see it they have just scored twice out of me, the plus side the chap who assisted on the phone was very very helpful but it has cost me a hell of a lot of money and tainted the exprerience a little bit.

that is just my experience a little bit good a little bit soured.

perhaps a primus representative will be along to discuss?

macman

Your home move will normally result in a new minmum term contract anyway. The move is normally FOC at least once in any 12m period: are you sure that the £60 isn't for a new line provision (which is never free)?

barahs

hi macman

no, they clearly said it would be £60 to move my service to a new address.

should i query this further do you think?

macman

So is there already a working landline at the new property?
The majority of providers offer a free home move subject to the above, I can't speak for Primus. The T&C's should tell all.
Even at £60 the cost is still subsidised, as they have to pay OR to do the transfer, set up the new account, etc.

barahs

hi

just spoken to yet another helpful person. it's amazing, i must be the only person who gets a quick speedy answer.

anyway, i have been assured the charge will be £59 which is an installation fee. Apparently they only offer one free installation per contract and i had mine last May/June when i first started using Primus.

which sounds reasonable and fair to me.

macman

So that is a fee for installing a new line-not a fee for a Home Move.
A Home Move is free but does not cover any installation, because none is required if there is an existing line. It's just reconnected at the exchange or street cab.
http://www.primussaver.co.uk/New-line-installations.aspx

barahs

no, she clearly said that i get one free install and a home move would be a 2nd install. And that would be chargeable.

i'm assuming they are basing it on my being an existing customer and not a "new customer"

macman

Refer to the link-a home move is free, and there is no mention of a limit within a given period. It is a new line provision that costs £59.
If there was an active line at the new property, then the move would be free.

barahs

ah now i understand.

i will force that point when i next speak to them.

Primus_Saver_representative

Hi Barahs

Would you be kind enough to send me an email with your Primus Saver Account details (my email address can be found in my profile) and I'll have someone take a look at this home move of yours to ensure that logistically and economically it's causes you no aggravation.

Looking forward to hearing from you.

Elliot Fischer

barahs

thank you Elliot i have mailed you.

regards

sarah