Primus cooling off

ederj

Hi,

I have signed up with Primus mid March and had a installation and connection date of 14/04/14 (as I moved in a new built I had to have my line installed and activated)

I am unhappy with the speed they have been providing (400kbs) they advised there is nothing they can do and I can't cancel as my cooling off period started when I ordered and not when the service was activated...is this correct?

Even though I officially did not started receiving the services until 14/04/14 the cooling off starts from the order date?

thanks in advance

Chino

ederj wrote: »

Even though I officially did not started receiving the services until 14/04/14 the cooling off starts from the order date?

You don't say what package you're on, but if it's the Primus Phone + Broadband package then, according to clause 1.2 of the Terms and Conditions for that package, the cooling-off period starts from the order date:

"1.2 ... The Customer may cancel the Service within 14 days of their order. If the Customer wishes to cancel during this time, the Customer is required to notify Primus by sending an e-mail to [EMAIL="savers@newcalltelecom.co.uk"]savers@newcalltelecom.co.uk[/EMAIL]. The above right to withdraw cannot be exercised after 14 days from the date Customer orders the Service."

("http://www.primussaver.co.uk/pdfs/phone-broadband_t&cs_18months.pdf")

macman

Once you are connected, Primus incur all the connection costs, so you can't cancel after the connection date-which is never going to be less than 14 days anyway.
Your line needs 10 days with the router left on to train and establish the best compromise between speed and stability-you haven't even given it 3 days yet!