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  • Hi Geniegenie,

    Glad to see everything has now been sorted for you. If you have any other questions send us an email and we will get back to you as soon as we can.

    Many thanks,
  • dan3811991119
    dan3811991119 Forumite Posts: 122 Forumite
    I am starting to lose patience with primus. I got an email weeks ago from Jordan saying my balance would be cleared and you would put this in writing.

    Flash forward to last week I got a phone call from someone claiming to be another Jordan asking for the money, call me a bit suspicious on this one but I thought I now owed nothing. Also the letter never arrived. My case with the ombudsman is still open but on hold waiting for this letter. If I don't get it soon I intend to forward the email from Jordan and ask them to investigate.
  • Hello xyz123,

    We do not like to mislead any of our customers and have requested some more information so I can personally look into this to see if this is a genuine error on our behalf.

    We have experienced some issues in the past with customers trying to contacting us, but I can now happily say that we have been dealing with this which has resulted in much better customer response times. The average call wait time today has been under 2 mins and the average turn around on emails sent today is 24 hrs.

    I am a representative trying to deal with any issues our online customers so I am not entirely sure on the call back times. If you are waiting on a call back for any issues you have experienced, please send us an email with your account details and I can chase this up for you.

    Many Thanks,
  • dan3811991119
    dan3811991119 Forumite Posts: 122 Forumite
    email sent to address listed in profile
  • Hi dan3811991119,

    Glad we have managed to get everything sorted for you.

    If you have any other questions, send us an email and we will get back to you as quickly as possible.

  • Hello c4charlie76,

    I apologise for any delay you have experienced with your refund being processed. If you could send me an email to [email protected] with your account number and your MSE username I will personally get this fast tracked for you.

    Also to anyone else waiting on a refund if you send us an email with the same details and I will look into getting these processed asap.

    Many Thanks,
  • Hi c4charlie76

    I am pleased that after speaking to you today we have managed get your problem sorted for you.

    If you do have any other problems, send us an email and we will deal with any other questions as soon as we can.

    Thank You

  • Hi Everyone

    In light of a few posts regarding excess broadband usage charges I thought I would post some further information that hopefully will help clarify things.

    With any broadband package that has a data limit, once this limit has been exceeded your internet usage becomes chargeable.

    Data in this instance refers to both uploading and downloading; a common pitfall for a lot of people is that they associate their data allowance to downloading music and movies. In actual fact any sort of internet browsing involves the downloading of information, effectively eating in to your data allowance (although only in a minute way).

    Naturally there are certain activities and websites that use up more data than others; if you have children playing games, watch TV online or stream movies, all if these things can utilise large amounts of data. Other things to consider are smart phones, tablets, games consoles; these all have the ability to use the internet and therefore use up your data allowance.

    These are the two most common questions that get asked (forgive me if this seems a bit ‘matter of factly’) :-

    Do you notify me when I near or exceed my limit?
    At this moment in time Primus Saver does not have a tool to notify customers’ if/when they are nearing their data allowance. This is something that we are striving to develop for our customers but is still a work in progress.

    Can you tell me what my data has been used on?
    Simple answer No. In the same way your energy provider can’t tell you how many electrical devices you have plugged in at any one time, we are unable to see what websites have been accessed. We can see how much data has been used for a day/week/month but not what it has been used on.

    I would encourage anyone who is having issues with their data allowance or would simply like to know their current usage to email the team and we will always do what we can to help.

    Thank you for taking the time to read this and we will hopefully hear from you soon.

    Kind regards
  • Hi Everyone,

    Just to touch up on what Oliver posted yesterday, with any broadband package that has a data limit, once this limit has been exceeded your internet usage becomes chargeable.

    At the moment Primus Saver does not have a tool to notify customers they are nearing the allowance or any way our customers can monitor their usage on a daily basis but it is something we are looking into for the future. There is software out there that you can download to monitor this, but please be aware this will only give the usage of the one device it is linked to.

    So if you connect your internet to your computer using and also connect it to your smart phone, any game stations, any tablets, Ipads or laptops, this will not give you accurate readings as it is more than one device. Please also be aware that if you connect your internet to your tv, this will eat into your allowance.

    If you are a high usage allowance or an unlimited package and are thinking about moving provider, please check with your current provider your usage per month before you decide to change to a lower package.

    At Primus we offer various data allowance packages and encourage any customer interested in any of these to look into all the T&Cs when signing up online. If you have any questions, please contact us either via email or phone.

    Kind Regards,
  • Good morning Guys,

    This week are bills are due to arrive so we are predicting an increase in calls coming through.

    If you need to contact Primus NewCall we recommend either holding off until next week when the calls die down or contacting us via email.

    Thank you,
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