Primus are a nightmare!!!

kessa_81

Hello I recently signed up with Primus for my phone and broadband as they were the best deal and we were trying to save a bit of cash. I signed up with them 13/04/2014 and they sent out an engineer 01/05/2014. They said we had a 14 day cooling off period so I phoned Tuesday to cancel with them as we had had a better deal with Sky and I was told that we had already finished our cooling off period and in order to leave them we would have to pay £5.00 per service for the remaining terms of the contract (18 months so a whooping £180.00!!)

I mentioned the fact that we were still within our cooling off period as we had only had the service for 5 days wherein they told me that the cooling off period was from the date we ordered the service online? If that was the case then the cooling off period actually ended the day the service was set up in our home? Now it is my understanding that we are entitled to cancel up to 7 days after the product is received (as set out in the Consumer Regulations 2000) They are now ardently refusing this and when we get through to their customer service (which can take up to 30 minutes!) they are saying that it is all in their terms and conditions. I am severly confused am I within my rights to cancel this contract or are they right and I should just give up the ghost now?

JJ_Egan

Better off asking in the Broadband section .
I think you have got the
>>>entitled to cancel up to 7 days after the product is received (as set out in the Consumer Regulations 2000) >>>>


wrong as its a service not a product that you can return .

maninthestreet

You had 14 days after signing up for their service to mull it over and compare prices - why did it take almost 3 weeks to discover Sky had a better deal?

OlliesDad

I'm afraid they are right. Your right to cancel ends if you agree to the service starting before the end of the seven days. You can find the info in the link below on page 7/8:

http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf

sgun

Yes, sorry, they are right, its from when you signed up.

I am with them, they are crap alright! No problems though with UK calls as they are cheap. You can't phone abroad (not in their t+c's but they just say you can call through a different provider) and you will wait at least 30 minutes to get through to customer service.

BUT they are cheap (and if you pay peanuts....) Cheap or not I will be changing when my 12 months is up, I would cry if I had them for 18 months so good luck in getting out of it. (but they are cheap for UK calls) Watch your bills too, they have a habit of charging for off peak and weekend calls "by mistake".

neilmcl

kessa_81 wrote: »

Hello I recently signed up with Primus for my phone and broadband as they were the [STRIKE]best[/STRIKE] cheapest deal and we were trying to save a bit of cash.

Changed that for you. Clearly you've since discovered that generally there's a cost for going the cheap route and as has been mentioned legally you are in fact outside the period to cancel the contract.