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carmel11

Primus_Saver_representative wrote: »

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

If its the same guide that is online-I have already read it, obviously i read it before I attempted to use the site,it didnt solve the problem.I find it quite insulting that after 14 days that's what your technical department have come up with. You are not listening.

alixandrea

Primus_Saver_representative wrote: »

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

*Sigh*

Jordan, I don't want to know specific websites that I have up/downloaded to/from. I want to know my overall daily usage. My mobile phone has an app which shows me a graph of my usage over each month broken down into daily amounts. WHY can't you do the same? My request has NOTHING to do with Data Protection...

There is no way I am going to just accept you looking at my usage and telling me whether it looks right or not. I would like to see the evidence myself please, so that I know beyond a shadow of a doubt that I have in fact used what Primus say I have.

Until I get that evidence, I will be paying my usual monthly contracted amount by cheque. I have cancelled my direct debit. A letter is on its way to Primus with my complaint and copies of my conversations with your 'customer service' department. It's been eleven days and I still have not heard back from them regarding my last email to them. Pathetic 'service'. :mad:

Alixandrea

[Deleted User]

Well I thought it was getting better but its not.

Impossible to get through this weekend. After 15 mins the line cuts off, tried this 5 times.

Complete waste of time. Appalling service. Avoid at all costs. A delay in getting call answered is one thing being unable to get through at all is another.

Might be the cheapest but its not go to anyone if you get a fault and can't get through the them.

xyz123

[quote=[Deleted User];60202349]Well I thought it was getting better but its not.

Impossible to get through this weekend. After 15 mins the line cuts off, tried this 5 times.

Complete waste of time. Appalling service. Avoid at all costs. A delay in getting call answered is one thing being unable to get through at all is another.

Might be the cheapest but its not go to anyone if you get a fault and can't get through the them.[/QUOTE]

I second that. Its an absolute nightmare to contact them for anything. DONT TOUCH WITH A BARGE POLE. I remember that when the MSE took them out of "top provider" list on poor customer service grounds, they said that it was due to weather. May be its still the excuse!

Primus_Saver_representative

Hi Alixandrea,

If you send me an email I will be able to send you a day by day usage report that tells you exactly how much you used on any one day.

With the severe weather we had over the weekend with the snow and wind, we had a lot of people calling in to report total loss of service due to damage to exchanges.

I appreciate it may sound like an excuse, but we are doing all we can to deal with the high wait times we have at the moment due to such issues and the call queue has decreased dramatically since the weekend.

Paulfoel - If you can please email me with your account number to onlineteam@newcalltelecom.co.uk I can get one of our customer service team to contact you at a time suitable for you to help with any issues you may have.

Kindest regards,
Jordan

[Deleted User]

Primus_Saver_representative wrote: »

Hi Alixandrea,

If you send me an email I will be able to send you a day by day usage report that tells you exactly how much you used on any one day.

With the severe weather we had over the weekend with the snow and wind, we had a lot of people calling in to report total loss of service due to damage to exchanges.

I appreciate it may sound like an excuse, but we are doing all we can to deal with the high wait times we have at the moment due to such issues and the call queue has decreased dramatically since the weekend.

Paulfoel - If you can please email me with your account number to onlineteam@newcalltelecom.co.uk I can get one of our customer service team to contact you at a time suitable for you to help with any issues you may have.

Kindest regards,
Jordan

Jordan,

Thanks. I managed to get through yesterday. To be fair, took about 10 minutes. The guy I spoke to (as always) was pretty good.

However, outside office hours you've got very little chance of getting through. I stand by that.

My mother-in-law has got a phone/broadband. If it breaks down past 5pm on a Friday afternoon then theres no point phoning. Thats a big issue for me.

alixandrea

Primus_Saver_representative wrote: »

Hi Alixandrea,

If you send me an email I will be able to send you a day by day usage report that tells you exactly how much you used on any one day. help with any issues you may have.

<snip>

Kindest regards,
Jordan

I've just tried to send you a PM and got the following message:

Primus Saver representative has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her.

Exactly how do I email you specifically please? I know very well that if I send an email to your generic 'customer service' address my message will get 'lost' in the aether.

I sent your 'customer service' department a letter asking for the same information and detailing my issues. I know it was received today (at 09:59 to be precise). Any chance you could track that down and respond to me?

Alixandrea

colprimus

I've ordered Primus Line Rental Saver and I need to know for definate if this switch will affect my O2 broadband or not before letting the order proceed any further.
O2 have advised that it will if primus are using BT lines in my area, Homephone choices website says it PROBABLY will work ok but check with Primus, I've called Primus 3x and been told it will work, it won't work and it might work!
Could you answer the following question for definate...will my o2 broadband (with 9 monts to run on contract) continue to work if I switch to Primus from post office telecom on the Bridgeton (glasgow) exchange....?
YES or NO?

Primus_Saver_representative

Good morning,

Alixandrea - You can email me direct on onlineteam@newcalltelecom.co.uk, I am currently up to date with these emails so you'll get a response today.

Colprimus - This all depends on whether or not your current provider are using a BT line, if so this should not be a problem as the only thing that changes is your service provider. You may lose service whilst the switch over takes place, but other than that you should not notice any difference with your broadband.
If you would like to email me with your order reference/account number then we can look into this properly for you and determine whether or not there would be any issues.

Kindest regards,
Jordan

Spikey_w

I signed up to Primus Home Phone Saver @ £8.69pm line rental through the HomePhone Choices website for the special rate. However from the first bill onwards line rental was charged at £7.66+VAT (£9.19incl. VAT). When I queried this I was told it gone up and I was notified by email of the increase, however no such email received. Then I asked a simple question on when the increase was made and notified to customer, but did not get an answer and instead was told I would be rang back after discussion with a supervisor which of course did not happen.

I understand prices can go up but it seems that I was charged differently from the advertised price from day one. Please can you help.