Rubbish Internet provider...where do I stand ?

dblue75

I took out a contract in February with Primus broadband....£15 p/m for 12 months....inc line rental.

Since February I have had nothing but problems;
* Phone line dieing off/on
* Fast to very poor to no internet signal at all on regular occasions
* No response to emails and apologising over calls

Well..they managed to boost the signal down the line and all went well albeit....mediocre off and on signal for a few months. Then the no signal or phone line at all started up again.

3 weeks ago was the final straw. No phone or internet access for 3 weeks as of today. Called Primus, stating I was refusing to pay a penny more ( credit rating is shot anyway ) and to cancel it. Today a BT engineer turned up, there was in fact a fault in the line and has been for ages. It is now fixed, but I no longer want to deal with Primus and have now had Virgin Fibre Broadband installed.

Where do I stand ? I know I have entered into a contract which expires in Jan 14. But all along I have had little or no service for periods of time and the internet was intermittent at best. Surely I should not have to pay for a service/product I have not been receiving, never mind working !!!

I actually believe they owe me money......and have asked them to cancel as a gesture of goodwill....Primus responded by sending an engineer out 8 months later !!!

earthstorm

How did you get your MAC code from Primus to change to Virgin?

you are still under a signed legal contract with Primus

frugal_mike

Do you need a MAC code to switch from ADSL to dedicated fibre? I would have thought they were totally separate (but may be completely wrong).

Obviously earthstorm is right in that you are still in a contract with primus. I don't know enough about contract law to know if their poor service gives you a way out of that.

DevCoder

It depends on when you communicated and how they responded, as since they have now rectified the fault and the service is as it should be then enforcement of the contract could be possible.

Ectophile

You're still in contract with Primus, and they have fixed the problem. So you have no real grounds to cancel now.

However, you should claim your money back for all the period in which it wasn't working.

dblue75

You do not need a MAC code to transfer to fibre broadband. Yes the fault has finally been rectified....8 months later. I have been paying money for nothing and they have stated will only refund me part days etc...when I called....I would never have been off the phone to them if that were the case

Computersaysno

Simples

1. write to them telling them what you want [£xx for xx days non-use], mark letter/email Letter before Action [google it]
2. wait the two weeks
3. Issue court papers [online and very easy]
4. they will either a. send a chq, b. not reply to papers or c. defend it
a or b and you win easily. c you have to do a bit more work. 90% of the time it will be a or b, and even if it's c you will win 95% of the time in court [small claims is really easy and not at all frightening]

Crack on and stick it to them.

Don't bother ringing or entering into any calls or discussions with them...they are staffed by monkeys and retards.

dblue75

Received an email back from Primus today. They have agreed that the fault has indeed been on going and not resolved within a reasonable timescale, even though it has now been corrected.

Due to the above, they have decided to terminate my contract at no further cost to myself, give me compensation and also credit my final bill......Result !!!:T:T:T