Ask Primus a Question

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.

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

Primus_Saver_representative

Hi Everyone

Just to follow on from Becca's post, we have had some really great feedback from customers who have contacted me directly from this forum despite only having recently joined.

Consequently MSE have kindly created us our very own thread for you to post any queries or issues that you may have so that we at New Call Telecom provide as much support as we can.

I would also like to take this opportunity to introduce my colleague Amy who will be working along side myself in providing online care to all of our customers.

We look forward to hearing from you soon.

Thanks
Elliott & Amy

Heinz

http://forums.moneysavingexpert.com/showthread.php?t=4469783

mustachio

I have just called my current provider Plusnet whom currently provide both Internet and phone. I agreed a 12 month contract on the internet broadband last December. The phone contract is due to end 11th March.

Plusnet staff told me. that I might not be able to use my internet because Primus use LLU and they use BT. She also told me that my current (cheap) broadband deal would be changed (despite me recieving an e-mail stating this would be for 12 months).

macman

The minimum term is 12m-that doesn't mean that it's a fixed price contract, unless your email says otherwise.
Some Primus services are now LLU, it depends on your exchange. We await the Primus rep to clarify which (so far a deafening silence). If your exchange is LLU'd for them, then you can't have Primus line rental and retain Plusnet broadband.
Wouldn't you be better off cutting a retention deal with PN and talking their Line Rental Saver?

Primus_Saver_representative

Hi Mustachio

The are a number of things that can affect how a service is switched from one provider to another, the capability of an individuals exchange being one of the main ones.

If you like, you can fire me an email with your telephone number and postcode and in 2 minutes I'll be able to give you a quote on a package, including estimate broadband speeds.

Hope to hear from you soon.
Elliott

ADAM001

Ive just signed with Primus,and was connected on 4th Feb,its all been plain sailing so far - however - i dont appear to be able to access my account online,ive used my username - broadband password - security password all to no avail,i just get a page saying not authorised.

theloft

OK. I'll ask the Primus Rep the question that does not seem to be answered anywhere! Do Primus allow overrides such as 18185 for lower cost calls with their landline service, their home phone service or with their broadband plus home phone service?

Heinz

I too await their reply with interest but, reading what appears to be happeneing, I'd hypothesize that short codes such as 18185 are allowed when the line has not been LLU'd.

AFAIK, http://www.samknows.com/broadband/exchange_search is a reliable way of checking that.

paulfoel

Wait times better recently but a month ago it was impossible to get through. Not just difficult - impossible.

Hope Primus are over any problems they may have had but I feel they've annoyed a few people with this.

Primus_Saver_representative

Hi All

I know that there is some uncertainty with regards to override codes.

In a nutshell we do not restrict the use of override codes with any of our products. However with a phone and broadband bundle, there are (in rare cases) circumstances when we are unable to facilitate the use of the code.

We know the trend in override codes has moved away from just landline towards phone and broadband so it’s not favorable for us to bar access to overrides. In any instance where we do find a bar we do our utmost to try and provide service.

I would recommend for anyone wanting to definitely make override calls who also want broadband to use the separate phone and broadband deals: Line rental saver + standalone broadband. It's still super cheap on pricing.

ADAM001 - If you email me directly I'll have a look at your online account issue for you.

Thanks
Elliott