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stinky_5000

Hi, i can't seem to make outgoing calls on my new primus service i get the message above..i emailed a rep last Thursday who replied almost straight away..saying he knew the problem and it would be sorted within 24hrs.. nowp still not working so i hung on the phone this morning for 20mins and was told o yes i see the problem it will be sorted in a few hours. Still not able to make calls!
What s going on??
the quick response on email must have been a one off as non of my other emails have been answered!

Primus_Saver_representative

Hi Stinky_5000,

I think I have emailed you tonight in regards to the issue.

If this is not you can you please email me on onlineteam@newcalltelecom.co.uk

Thank you,
Jordan

dan3811991119

Never mind. Post erased should be resolved once letter received.

Thanks Jordan

taskerweb

Hi

I just thought I'd update everyone with my Fun with Primus that I posted about in the other thread.

To recap I applied for the package and paid the 111GBP back in January.

Since then there was little response until I threatened legal action, then they sent a very nice man around to switch the phone line on. I was told it would take another two weeks for the broadband to be activated. In the meantime nearly all the calls I got while the line was active was from a company saying I had been in a accident (I haven't).

Next for some reason no one at the call centre could quite explain, New Call said I could have the phone line but not the broadband. Now as this was the one reason I wanted the service in the first place so we agreed to cancel everything and for them to give me back my money. This was a couple of weeks ago.

Today I ring up to find that it takes 28 days for them to process a refund and repay me, funny how when I pay it goes through straight away but for them it sits in their bank earning interest.

In their favour I think there are some restrictions with second tier companies supplying broadband connections so that may not be there fault and they seems to be getting better at the call centre. I've had a few call answered in a few minutes rather than the hour plus wait.

But their business processes must suck and I'm still out of pocket after all this time...

stinky_5000

Seems like i can make outgoing calls now, thanks primus guys.

Old_git_2

Primus_Saver_representative wrote: »

Good evening,
old_git - I did received your email and instead of emailing to reply I tried to call, I shall get someone to call you this evening to go through some plans.

Kindest regards,
Jordan

Well - I'm still waiting - no call - no email - can you please let me know if you intend helping with the problem ? - I have just had my Invoice from the overide provider - and because it now has to go through a different number - my bill has increased fourfold - I'm far from happy - do you have a solution ??

alixandrea

Primus_Saver_representative wrote: »

Hi Everyone,

I'd just like to introduce myself as I'll be working alongside Elliot and Amy to help with any queries or issues you may have.

Thank you,
Jordan

http://forums.moneysavingexpert.com/showpost.php?p=60071547&postcount=89

I'd appreciate a useful answer please...

Alixandrea

carmel11

Primus_Saver_representative wrote: »

Good Evening,

Please be aware we are not ignoring any queries on here, there are only two of us working all of our forums, so let me apologise for all lack of responses to your queries.

dan3811991119 - I have emailed you personally today and have tried to call you last week on Thursday and Friday to discuss this, but have not received a response to my emails. If you can please check your emails and respond with a suitable time to call I can arrange to speak to you.

Sorry kaz8210 the address you need to contact us is onlineteam@newcalltelecom.co.uk

Again please accept our sincerest apologies for the lack of activity from ourselves.

Kind regards,
Jordan

The fact you have admitted you are struggling for staff isn't inspiring.

Your Managers need to throw some Managers at this thread.

I first posted on Thursday 7th March
THIRTEEN days later I await a phone call from your tech team ( I have had two emails from you, the last one promised a call today)

13days.....luckily my issue is a small one

carmel11

carmel11 wrote: »

The fact you have admitted you are struggling for staff isn't inspiring.

Your Managers need to throw some Managers at this thread.

I first posted on Thursday 7th March
THIRTEEN days later I await a phone call from your tech team ( I have had two emails from you, the last one promised a call today)

13days.....luckily my issue is a small one

20.30 now.
No phone call , had my phone with me all day
No message on home phone

As a PR exercise this thread sucks

Primus_Saver_representative

Good Afternoon,

Carmel11 - I have sent out a guide to help you use the Billing Portal and more specifically the My Alerts section.

Old_git - I have raised this with a member of our retentions team to give you a call and you should be receiving a call sooner rather than later.

Alixandrea - Hi Alixandrea, the reason you have not been given a break down of your usage is due to Data Protection, we are not able to see what you are downloading/uploading just the quantity of your usage. If you can send me an email with your account number on I can have a look into your account for you and check to see if everything is looking correct.

Taskerweb - First of all let me start by apologising for the delay you've had waiting for your refund, can you please email me with your account details so I can get your refund fast tracked?

Just to keep everyone up to date, we do currently only have two people working this forum - myself and Elliot - due to the success and feedback we're getting there will be some new faces popping up very soon, so hopefully we can help with any queries, questions or complaints you may have a lot quicker.

Kindest regards,
Jordan