Do not fall for Primus internet offers

makeminechoc

Whether true or not, I was not informed of this and at the time they agreed I was able to cancel it, otherwise I would not have paid off the whole of my other contract and I would accepted being stuck in this new contract! Surely if that was the case then they should not have accepted payment for paying off my initial contract??? They then said they would send me an email as follow up that everything was closed, which never happened, therefore I do not have this in writing :mad:

macman

You don't have to 'be informed' of it. How hard would it have been to ask 'can I cancel this later, if so how long do I have to do so?' It's up to you to establish the T&C's before you agree a contract or upgrade, as you found out in your first encounter with Primus.
As to the later agreement, you will have to dispute it with Primus if you have nothing in writing. The more evidence you can produce (notes of calls, times etc), the better.

Primus_Saver_representative

Hi makeminechoc,

Could you send me an email with your account details and I can look into this matter further for you to see if there is anything we can do for you.

Kind Regards,
Jo

makeminechoc

As a final update to this thread, I contacted Jo (Primus rep as above) and my issue was resolved within a couple of hours, no being put on hold, transferred to different departments and having to repeat myself, only to be told the same thing- that I needed to pay off my account.
I can highly recommend contacting Primus online reps rather than going through their call centres. It was a pleasure to deal with someone who took the time to look into my situation and brought it to a swift conclusion. :j
Thank you Jo.

macman

So what was the resolution?

makeminechoc

This was the response I got via email when I explained everything that had happened:

Firstly I want to apologise for the problems you have encountered whilst being a customer of Primus. I have looked into your account for you and can see that unfortunately our credit department has advised you incorrectly, your services are no longer with us so the bill is due to early cancellation fees, not excess broadband usage.
The amount quoted to you for your early cancellation fees was also incorrect. I have spoke to my supervisor and she has agreed to wipe off the remainder of your outstanding balance. I have put the account on hold so you will no longer receive any reminder notices, the will appear on your next months bill to bring this balance back down to zero.
Please accept my sincerest apologies.

So I am as you can imagine, very happy with the result. I only wish they had been as helpful over the telephone in my numerous phone calls to get this issue resolved.

anna2007

makeminechoc wrote: »

Just an update, I have now received a letter from Primus demanding £286:76!!!!
This is after paying off my whole contract with them in March and being told that my contract with them would be ended with no further payments needed. They are now claiming that as I had initially agreed to upgrade my account to unlimited BB, despite changing my mind a day later, that there was no 'cooling off period' for this upgrade due to me already being on an existing contract and that I now owe them for an 18 month contract!!!
All of this despite being told by Primus in March that I was within my rights to change my mind about the upgrade (and does state this in terms and conditions) and that by paying off another £116 I would be free from them...

Needless to say I will not be paying the above amount and my complaint will be made in writing, Im sick of rolling over for these money grabbers who have now cost me £400 for 2 months of intermittent internet usage and now demanding more of my hard earned cash :mad:

makeminechoc - Thanks for this thread, I searched on 'Primus' because I was thinking of switching to them... now convinced not to bother I tried to figure out from the previous posts (seems a quite complicated situation), but are you sure you've not been overcharged? It was very kind of Primus to 'write off' the outstanding charges, but now that they've said this, should you not ask for a breakdown of what you've paid previously (if you couldn't access this information from your online account), just to make sure you haven't paid more than you should?

scousefowler

hi all

Further to the OP`s post above, i too decided to go with primus broadband and went for the £12p/month deal after seeing it on this website.

What a dissapointing experience from start to finish. To start with it took them 4 weeks to get my broadband service working, and this only happened after spending HOURS on hold and being passed from dept to dept speaking to different people every time.

Then i went over the GB limit and was cut off, no warning or anything. I paid £75 for the extra charges and asked to be put on the `unlimited package` staright away. However this never happened and the same thing happened a month later, broadband cut off and when i rang up i had run up charges of £75 again.

After spending hours on hold and explaining the fact that i thought i was on the unlimited broadband deal, i was put through to someone in credit control, a Mr Jonathon Brooks. What a horrible experience that was. Constantly talked over, shouted at and blamed for the fact that i had not replied to 1 email and it was all my fault. When i told him i was now leaving primus and wanted nothing more to do with a company after experiencing appalling customer service, he put the phone down on me!!!

So in summary, the broadband coverage is at best patchy, the customer service is appaling, and they aim to make money by hitting you with charges forusing extra GB of broadband.

Do yourself a favour and stay away from this company.

Primus_Saver_representative

Hi scousefowler,

I am very sorry to hear you have been experiencing problems with the services you have with us.
If you could send me an email with your MSE username and your Primus account details and I can have a look into these issues to see if there is anything we can do for you.

[text removed by MSE Forum Team]

Octobergirl

I too took out the cracking £12 deal....it's cost me an absolute fortune. Similar experience with changeover hassle, no broadband for weeks, massive charges for exceeding the broadband limit. I've ended up having to go 'unlimited' ( this is not unlimited) for an 18 month tie in, which is costing me more than my original provider. I will be moving away from them as soon as I can.