Ask Primus a Question

speedy_shel

I have paid for a service - three months ago now - which I am not receiving, and if nobody can give me answers or a timescale I will be forwarding all correspondence to Trading standards. You took my upfront line rental for the year (£111) on the 25th Jan and I'm sick of waiting! I don't want to be told AGAIN that its not your fault (You've previously told me BT Openreach are the cause of the hold up?), or that the problem is because I'm on a new estate - I've lived here 4 months, I'm on the Royal Mail database, I receive all my post without problem, AND my neighbours all have had broadband installed. You are holding up my studies, and it is also extremely difficult to apply for work when you cannot get online!! This has gone beyond a joke now, and I am extremely disappointed. Somebody at your company should personally handle my case and speak with me - I should not have to keep chasing you, I can never get through on the phone to anybody helpful, and I'm really irritated at having to keep traipsing to the library where I have to pay to use their internet!!! Or I have to travel an hour to use my parent's internet and phoneline - just to keep chasing you! It is not on!

I've now had a phonecall, where they apologised and said my internet could be up and running in two weeks time, well that time has flown by and I'm still without the service I've paid for. They also told me "no news is good news" but with these guys I think they really just want me to leave them alone so they can forget about me! :-(

colprimus

[QUOTE

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[/QUOTE]

Thanks for looking into that for me Jordan

colprimus

Spikey_w wrote: »

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.

what was the outcome of this,,,,how much is primus line rental via homephone choices?

c4charlie76

Hi everyone. As we all know, Primus/Newcall are not very good with customer service, nor with their refunds. I'm still waiting for my £139 refund from October 2012.

I'm currently trying to get a chargeback through the bank, (take my money from their account without them knowing, which is what they did to me). But knowing Primus/Newcall, they'll try in wriggle out of it.

If anyone else here is owed money, like me, from Primus/newcall, could you send me a PM letting me how much they owe you. My next step is to take them to court then get a High Court Writ. Therefore if they don't pay, goods will be taken and sold so we can get paid. The amount needed is £600. I've got the first £139 and it would only take a few more people to get it to the £600 needed.

Thanks in advance!!!

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

11 days since you said this-nothing received, no other help offered.

1 month on this thread since I first posted......
Matter not resolved.

xyz123

Does anyone know if primus home saver includes free calls on bank holidays? ta

Primus_Saver_representative

[FONT=&quot]Hi Spikey_w,[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Sorry for the delay in getting back to you on this. We do try to keep our prices the lowest possible but sometimes we feel the squeeze too and have to increase our line rental prices. If possible can you send an email with your account number and we can have a look to see if you have been billed correctly.[/FONT]
[FONT=&quot]
[/FONT]
[FONT=&quot]Hope to hear from you soon,[/FONT]
[FONT=&quot]Jo[/FONT]

xyz123

Primus_Saver_representative wrote: »

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


[FONT=&quot]Sorry for the delay in getting back to you on this. We do try to keep our prices the lowest possible but sometimes we feel the squeeze too and have to increase our line rental prices. If possible can you send an email with your account number and we can have a look to see if you have been billed correctly.[/FONT]


[FONT=&quot]Hope to hear from you soon,[/FONT]
[FONT=&quot]Jo[/FONT]

Jo
thanks for your reply.
Irrespective of the justification for higher prices, this issue is clearly on misleading the consumers. If you charge higher prices from day one, it is very close to misselling rather than simple error by company.

If the price has increased, is there an option for consumers to cancel their contracts, especially considering the quite appaling level of customer service we receive.

Why doesnt the company send letters by post as no one here seems to be receiving any emails that have apparently been sent.

And secondly is there any internal mehanism for tracking the so called callbacks that many of us are often promised but never ever receive. or are we simply relying on competence or incompetance of the individual person we are dealing with.

sorry if it sounds harsh. Many of us appreciate the company taking time out to post here but the reality is that a home phone service company should be easy to run by a bunch of competant people and at the moment primus are not even close.

Long wait to answer calls or emails, no clear reply on questions answered, missing emails, promised but never materilised callbacks. In the end they all are under one umbrella. communication. which is a bit ironic for a company involved in communication.

Primus_Saver_representative

Hi, colprimus,


The cheapest line rental package through Home Phone Choices is £8.49. This is for line rental only.


I have responded toSpikey_w’s question on here but if you have any other questions please send us an email and we will get back to you.


Hope this helps,
Jo

Primus_Saver_representative

[FONT=&quot]Typistretired – We have been trying to help as many customers as much as possible but being a small team I apologise if it has taken some time to get back to you. If you have any questions please send us an email and we will look into this for you.[/FONT]

[FONT=&quot]dan3811991119 – If you could send us an email with your account number, we can have a look to try and get this sorted for you.[/FONT]

Many thanks,
Jo