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Misswolves

samsta3000 wrote: »

Misswolves


So...you are away, your son is the only one in the house andyou think he hasn’t used 40GB??? Streaming videos in HD will go through thatusage faster than Mo Farah running from a cheetah! Even if he hasn’t been using ‘streaming’ sitesit’s very easy to go through that usage just using the internet less than acouple of hours per day – I have been stung by excess charges before andlearned that lesson very fast!

Also, any company that provides broadband has no legalobligation to agree to a jointly appointed expert - they are already monitoredby OFCOM as I am sure you are aware.

Lastly, as many people have already mentioned recommendationsfrom MSE are just that. Recommendations. If you choose to use this info asgospel that is entirely your choice.

Having said all that, if you are still having a problem withthis company, I would definitely suggest contacting OFCOM yourself who will beable to provide more support before you decide to take it any further.

Hmm you are a new poster from Lancs, where it just so happens Primus are based ( according to Jordan.) Suspicious, much?

As for my son, as a trainee teacher, he works 5 days a week. He works out and trains six to 7 nights a week, plus does a shift in as a PCSO one day a week. He just doesn't have time to do all this downloading ( and when we were with BT we had 40GB and never went over it!)

Misswolves

Also you are right Primus don't have to accept a jointly appointed expert, but I have offered this in an attempt to mediate- which Ofcom (and particularly small claims court will find acceptable.)


Hmm you are sounding more like a Primus employee, Samsta!!!

Misswolves

You do know that If I require it for court purposes, under disclosure rules, MSE will have to hand over your IP address, don't you Samsta?

That's why I stated as a footnote to my original posting that it was in contemplation if legal action.

bbb_uk

Misswolves, I'm with o2 and at first I was on their 20gb limit one and I too didn't think I used it as much as the 20gb so I queried for a breakdown with o2 and was told it's not possible as they just monitor the usage.

Not believing that I used that much, I downloaded BitMeterOS and was surprised to see that I did, in fact, use that much.

I have since upgraded to unlimited.

A common misconception is that download is just downloading software, etc but even visiting websites, streaming music or videos (eg iplayers, etc) all add up.

I don't know whether or not you have passed your limit, all I'm saying is that it's a lot easier than you think to go over the limit

Misswolves

bbb_uk wrote: »

Misswolves, I'm with o2 and at first I was on their 20gb limit one and I too didn't think I used it as much as the 20gb so I queried for a breakdown with o2 and was told it's not possible as they just monitor the usage.

Not believing that I used that much, I downloaded and was surprised to see that I did, in fact, use that much.

I have since upgraded to unlimited.

A common misconception is that download is just downloading software, etc but even visiting websites, streaming music or videos (eg iplayers, etc) all add up.



I don't know whether or not you have passed your limit, all I'm saying is that it's a lot easier than you think to go over the limit

Thanks bbb, I accept that. However, we have been on BT 40GB for years without going over.

I thought BT were sh*te when they cut me off and moved my service to another address without me moving, but Primus take it to a whole new level.

c4charlie76

Hi everyone.

3rd April I posted here, 7mins later Jo asked to email them, AGAIN. So i did, i stated "Don't contact me unless you're stating a refund is on its way" and a couple of hours later i got a call from Jo stating "refund is done, just waiting for accounts to authorize it, you should have it Fri 12th April 2013 latest".

Needless to say, for the umpteenth time, i have NOT BEEN PAID, AGAIN!

However, after Jo phoned me she stated on this site, "I am pleased that after speaking to you today we have managed get your problem sorted for you."

Just so everyone knows, they took £99 from my bank account without my knowledge or consent on 10th OCTOBER 2012. That's 6 months ago. I've been through CISAS already, now going through OFCOM. I was promised £139 back from John Sims and still nothing.

YOU MUST STAY AWAY FROM THIS COMPANY AT ALL COSTS!!!!

EDIT:-
WOW!!! Just had a text from Primus/NewCall stating i owe them money, "Call this number to pay your bill". I called it and got through in under 20secs. Said he couldn't deal with refunds, he only takes payments, so he would pass me through to the "Right Department". It ended up the usual customer services, it took 10 mins to get through to them but 20 secs to payments. (Maybe they should take staff away from payments and put them on customer services).

Anyway, i was told refunds take 2 weeks. So someone has been telling me porkies again. Been waiting 6 MONTHS for my money, another week shouldn't matter. I'm still not holding my breath though. I'll let you know what happens!!

makeminechoc

Misswolves wrote: »

I joined Primus on the 4/3/2013. This was on an 18month contract for phone and broadband with a download limit of 40GB.

I have not been able to access my ebilling as I get a ' not authorised' error from your site. This on several computers, for the avoidance if doubt.

I am away lecturing in the USA and my son is the only person in the house. He works six days a week.

You have suspended the broadband service. He has rung numerous times holding for up to 45 minutes to be told that he has gone over the 40GB limit and we are due to be charged £178. This is clearly a scam by yourselves as we has the same limit with BT and never went over it.

You have not contacted me in any manner to inform me that the limit has been reached.

As a solicitor, I am happy to mediate with you to resolve this matter, by for example jointly appointing an expert in this field to verify the alleged useage you have stated.

I have cancelled my direct debit to you. I will not be paying another penny to you if I do not hear from you in 30 days( your notice period,) or if the use age cannot be verified.

I have today received an email from you stating you are also putting the telephone line prices up £1.20 from April 1st 2013.

You cannot backdate price increases, it is unlawful and in breach of contract.

I will take you to small claims court if this matter is not resolved to my satisfaction. I will also seek damages and my costs for any time I spend resolving this matter.

Once you respond I will email you my username and contact details.

This will be in contemplation of legal action.

This all sounds very familiar to my situation...

I saw an offer on MSE for Primus internet, thought it would be a bargain switching to paying a supposed £12 a month instead of the £24 a month I was paying with sky. How wrong could I be...
1. First thing I missed was the fact that Primus were going to charge me £2 for every GB I went over the 20GB limit. Which didn't sound too bad until you later find out that they don't actually let you know when you have gone over the limit (as sky did) and you end up with a £140 monthly bill.

2. They did not issue me with a valid username and password to access my bill online, I only learnt of this when I rang up to complain about them cutting off my internet because I had 2 months of over £100 bills per month that I had not paid as I was unable to access my online account to know about these costs.

3. The broadband itself, could not cope with 2 devices using the internet at once and the coverage received was patchy to say the least.

4. I ended up buying myself out of a 12 month contract, as the service was so ridiculous, they even offered to change me to the unlimited internet option... until they explained that it wasn't actually unlimited, due to their 'fair usage policy'!!

5. When I rang to buy myself out of the contract, I got 3 different prices from people in different departments and when I paid everything off, they said they would send me an email confirming the end of the contract and the payments I had made... to this day that email has never arrived.

5. In total, the 3 months I spent with Primus cost me over £400 and my internet service was shocking. Customer service also left a lot to be desired, waiting hours on the phone, getting different information depending on who I spoke to and different people telling me I owed them different amounts of money. At one point I had to actually read them their own terms and conditions!!!

So the moral of the story is I went straight back to sky after those 3 months of expense hell, Sky offered me a quick return of service, £14.50 a month for the first 6 months and a completely unlimited and seamless internet service, no hidden costs and the peace of mind that they always keep the customer informed. You cannot put a price on excellent customer service.

Today I received an email saying my bill from Primus is ready... they can go and jump if they think they are getting anymore of my hard earned money!!!:mad:

Ypaymore

Primus_Saver_representative wrote: »

[FONT=&quot]Hi guys,[/FONT]


[FONT=&quot]Some exciting news to announce….we can now confirm that we will be offering fibre optic broadband lines within the next few months.[/FONT]
[FONT=&quot]If you have any questions about this please send us an email and we will go into more detail about the offers but please be aware that a newsletter will be sent out to all of our customers.[/FONT]

Surely MSE has only given you permission to post here in response to queries about your company, so that you can help solve peoples problems . Not to advertise new products and tout for business.

c4charlie76

Jo

When i spoke to you, i gave you the benefit of the doubt, i took you at your word even though i've already been waiting 6 months for my money that you unlawfully took from my bank account. I posted here again, yesturday afternoon. Shortly after, you posted on this thread. Not apologizing for lack of service or the chaos you've created, nor were you rectifying any mistakes, which of course is the reason MSE gave you this thread. NO, you are actually advertising an up and coming product from Primus/NewCall.

HOW LOW CAN YOU GET!!!!

Advice:-
1) People are begging for jobs. Hire alot more people to give your customers the service they deserve or at least use an agency. If you don't, customers will leave by the boatload and you won't get any new customers because of all the extremely bad service you currently give. So it's either spend money and get staff or everyone loses their jobs as there'll be no customers left.
2) Update the website. Make it clear and user friendly and most of all, make sure it's accurate. Also, have a proper online checkout instead of taking peoples card numbers and running them through the pdq machine in the office.
3) Get in touch with a good software developer to update the system you're using at present as it's clearly not upto the job. Your customers need the ability to check their bills, make payments, check their usage and update their profile at anytime. This will also ease the phone lines.

I don't want to see anyone out of a job, more so, i don't want to see alot of people pay alot of their hard earned cash to a company that's going to go under thereby losing their money.

Tell the board to screw the quarterly statement and the shareholders, spend the money where it's needed now and you may have a viable business. Because at present, you don't!!!

carmel11

Ypaymore wrote: »

Surely MSE has only given you permission to post here in response to queries about your company, so that you can help solve peoples problems . Not to advertise new products and tout for business.

Well said. Jo totally ignored my post, I will bump it again just to show it...:(