I recently switched to primus, and I have found the process smooth running. The customer service experience, although a bit of a wait on the phone (which is to be expected from a rapidly expanding semi-new company - staffing would be anyone's issue) the gentleman was polite. Upon installation, there was a defect in the wires on my street. Primus worked with BT within 1 day to have this issue fixed. I am now up and running, and i find the internet to be very fast. The white modem looks awesome on my mantle too :)
I have no issues with Primus thus far and I have already recommended them.
We joined Primus Saver in January. After at least 3 weeks we were all set up, with a guaranteed "38 mgbs" we were getting 12... We phoned to solve this and were told it was out area and they could do nothing- we checked beforehand though and they said it would be fine. We therefore tried to cancel, it was within 14 days of getting it. Apparently the 14 days starts when you sign up not when you actually grt the service. We then tried to switch to another company which had trouble as Primus put a block on the line. Eventually after numerous phonecalls the block was removed and we were able.to get service with another company. we then received a letter from Primus stating we owed them £167 cancellation charge. After numerous phonecalls and emails we had no help or consideration from primus and were so fed up of the situation and were getting nowhere with them we decided to to pay so the situation would be solved. Primus saver have saved ua nothing whats so ever!!! When you ring you have to to go on hold AGAIN to speak to someone from "customer services". We were promised a manager would ring us back within 72 hours..... they did not!!
Worst internet company ever. SHOCKING customer service. not happy that I've been forced to pay for something when it's their fault.
Be warned Avoid PrimusSaver and you will be avoiding lots of problems!!! Also Important to check your bills carefully. I was with BT and thought I could save some money by changing! What a shock they over charged "8 times more" and took the money from my bank. Its impossible to get it refunded and 3 months down the line they are still miscalculating the bills!!! and not giving me a correct credit.(They don't refund.) PrimusSaver's accounting is a mess!! There isn't any way of getting help to sorting out problems. Customer services gives you the run around and keeps you waiting on hold for hours .I was on the phone for nearly two hours while the the member of staff supposedly was trying to sort my problems out!! She kept go and then coming back (there was no way she was sorting my problems out I think she thought I would give up but I didn't) finally announcing I wouldn't be refunded even thought they had made a mistake, I would just have to put up with it.!!!! I have spent hours trying to get my money back and even when I'm told I will, I don't and nothing happens!. Don't expect any service. Don't expect to ring out of hours. Some staff are OK but many are rude and very untrained. The Broadband and Line works well because Primus rents it from BT. I can't wait for my contract to finish but I expect I will have to fight to leave. It is impossible to get hold of a supervisor and they refuse to ring you back. Its Hell. !!!!! I will be contacting Trading standards ,the Ombudsman and advise that the VAT people look into their books.(Things just don't add up).I'm not alone.
Poor company took 25 minutes to get through to customer service, cancelled my contract was advised that it didn't expire until June 2014, I asked why and was told it was a 18 month contract, I pointed out that I took it out in October 2012 and the response was oh sorry I read it wrong, the broadband is poor and very hard to add anything on the wifi, sums the company up when you phone them and the line is poor,
I can't even begin to describe how terrible this so called company is. I ordered there broadband service 3weeks ago and never heard anything from them ie confirmation, so I rang them my self to find out what was happening with the service, I was told that we would go live on the 3rd of April after the engineer had been to fit a new line, this was fine and waited. It then dawned on me that the router had not arrived so rang them again on the 1st of April only to find out they hadnt even sent one. Then I ring them on activation day to find out no engineer is coming(after waiting in all day) they didn't even think to let me know. All they said was why don't you just cancel, we're a small company and can't deal with things the same as BT. Well with a attitude like that no wonder your small and rubbish. I've had a lucky escape but some of the other users are stuck with this cow boy outfit. Stay away guys.
had a few issues to start with completely not their fault it was an issue with the phone line which was quickly resolved, cant fault the customer service I received they even phoned me every other day till the fault was fixed, all round great experience from primus. A+++++
I decided to sign up to Primus but then changed my mind. Emailed my cancellation as per the instructions given by them & within the 14 day cooling off period (5 days in fact), but they seem to be ignoring me, sending me emails about opening a case for my query. There is only one query, why won`t they simply cancel the order? It is very difficult to speak to anybody there, was on hold for what seemed to be forever & still haven`t managed to converse with them. I have had to contact my bank to ensure they take no payments, fortunately there have been none but they have set up the direct debit already. My bank have put a block on this. Please tell your family & friends to check reviews before signing up with them.
Hi. As there are so many negitive reviews thought I would add my opinion. Only just had it installed but so far all ive had to do is sort the router out when it was delivered.
Plugged router in. Tried to connect to router. No ip address. So found a post online that sometimes you need to set your ip address manually. So I did that got in to discover the dchp server was set up for static ip addresses only hence why everything I tried to connect needed the ip addresses set up manually. So changed that. Then had to put in user name and password they gave me so can connect to there Internet. Did that and that put dchp server back to manual mode. Put it back again. Then realised that anyone could acess my router if they hacked the wifi password ( pre set to all numbers) as no password had been put on router.
Pit password on router and changed network name and password at same time in same wizard. Then realised dhcp server gone back to manual mode again.
Then tried connecting my phone to router and noticed wps Button not working. Done some research and there is a way to reactivate it via telnet as most of these companys disable it so you cant use it. ( great having something on a thing that u cant Use)
Really if this much work needs doing to get the router working and safe they should supply an engineer to do this work. Luckily for me I know a little about routers etc and got it sorted by my self but if what everyone else is sayin about the help lines are true it'd cost a small fortune to sort it if I had to keep phoning them.
I am current customer. Never answers phone or replies to emails. billing what ever they want. moved house 3 months ago. took them 2 months to move my broadband!!!!. then billed 120£ for that. month later still trying to get someone to explain where cost came from but so far no luck. last time when I talked with them and complained about length of time is taking to move line to new address their reply was if I am not happy then I can leave but they will charge 220£ for breach of contract!!! so I believe its all explains. would suggest stay away for sake of couple quid saving. I will be leaving them as soon as I am able to get through to someone.....
If you want a compnay that never answers the phone , instead leaves you on hold for in excess of 10 minutes , sends bills for the month previous despite them being paid and the cheque cashed , do not put direct debits into force , never answer written questions or complaints....well chhose this one. If you want a decent phone provider stay well clear. they are the worst compnay I have ever dealt with in my life..and I am 47 years old !!
Although I moved to Primus expecting to save money I have now left after being billed almost £200 in three months. After exceeding the internet allowance 1 month I contacted Primus (eventually after waiting on phone for 18minutes)I requested an upgrade to unlimited broadband presuming this had been carried out I was shocked to receive a bill for £80. I contacted Primus again querying this and they were unable to confirm any request had been received from myself. Customer service was poor and further communication with the company was virtually impossible...DONT USE THEM
I wish i never swapped internet providers to go with this Micky Mouse Company. My internet connection is always down, my phone line is crackly ,, when you try to phone the company to complain your on the line for up to an hour before having to replace the receiver. They are a total Joke. Dont go anywhere near them folks !
I moved my telephone to primus saver from plusnet and my broadband to them from O2-Broadband/Sky yesterday and every thing went smoothly, without so much as a hiccup. Was kept informed by them, router arrived well beforehand, phoned them a day earlier to confirm everything ok and for any last minute advice, then worked like clockwork yesterday. Telephone line completely uninterrupted. Broadband down in the morning but once I switched router internet was up and running right away. In fact I just took the connections out of the old router and connected to the new one. The only thing I used of theirs was the power line as I reckoned that I ought to use their charger. Extremely pleased so far and would highly recommend.
I was put on to this company by 'Compare the Market'. I thought I'd give comparethemarket a try even though I didn't qualify for a free baby meerkat .... I told 'compare the market ' I needed a phone line reconnecting asap. so that my father could be discharged from hospital and I'm still waiting 5 days later for a response from Primussaver aka. New Call Telecom Ltd.
They sent a confirmation letter asking for confirmation of the direct debit details and to contact them if they are incorrect. ...Well it turns out they are incorrect. but they don't answer the phone to let them know this. We don't know if and when this phone line will ever be switched on but you can bet that the Direct Debit will be attempted to be taken.
I have contacted Compare the Market by email and asked them to look into this as they are the ones who suggested I use them. I wait for a response from both companies. My father is still in hospital awaiting discharge. From Very dissatisfied and annoyed customer
The worst company ever!!! It took about a month for my service to be activated and then it stopped working the next day and took another week to start working again! Then I moved house and it's now been 3 weeks and still no service at my new address or even an activation date! I wouldn't recommend them to anyone.
Well I been with primus saver 8 months never a problem I rang up to get my online password got it no problem . Im moving house soon well to the house nextdoor I rang up was advised itsa £59 charge that open reach charge not primus saver directly . I was like okay I'll have to pay it . Then the guy said if I renewed my 18 month contract he could move me free and keep my number . Which I wasn't to bothered about . But all in all I have a decent connection speed and service . It is like the smart price beans at asda of broadband . So dont pay smart price and expect heinz . Its a good kow cost service for under 20 quid a month bargain
When modem arrived it wasn't configured to their service.
Had to move house before end of contract. Told I had to complete paying for service. What I was not told was that I had to write and terminate my contract...?? WTF I haven't had the service for 5 months - and they say they will now terminate my contract at the end of January.... and can I please pay for the extra 2 months..... no details of how and who to complain to. Been told I might get a supervisor to call me back in 3 days... If you are thinking of getting involved with them - don't.
A long torturous 18 months. Terrible customer service, when you can get hold of them. Don't bother sending an email because they don't reply. Don't answer the phones either. Internet works, but then it should do when they are over-charging you every other month. The few pounds you think you will save over the year, I GUARANTEE, you will lose through wasted time trying to get in touch with these people when they have billed you incorrectly, failed to reimburse you for referring a friend or any other query. Pay a little more, and get a company with good customer service.
I actually cannot believe how bad this teleCOMMUNICATIONs company is. Their 0800 "customer service" number cuts you off when you select an option. I have sent several emails to their various email addresses and not had a response (or even an acknowledgement) to any of them. The "live chat" option on their website has got to be a joke, as there is never anybody there! I only wanted to change my bank details!!!
They have also overcharged me on two occassions - and I've only had THREE BILLS!!! The first error was a small overcharge for the 1 year line rental that I paid in advance. The second error was charging me line rental on my latest bill... Yes, that's right - charged line rental even though I have paid 1 year up front. IT IS BEYOND PATHETIC. The worrying thing is that I discovered the error and contacted THEM. If I didn't check my bills, would they have contacted me to tell me they have charged me twice for line rental? If you're reading this and you have paid in advance and been charged twice contact their Credit Control Dept. on 08000362113 (they actually answer the phone - at least they did when I called).
After five months of very poor service with crackly phone and slow broadband, PRIMUS had a manager from their Faults Dept named Mark call me and he sent in a BT engineer to check out the wiring and faceplates in my home and their green streetside cabinet. My house was built in 1990. He changed my master socket, cut all the wiring and re-did it then checked out the point of entry wiring to my home and the street cabinet. After doing all this, my broadband went from 2mb to over 5mb and no more crackly phone line !!! Marvellous...... Its just a shame it has taken hours of complaint calls, bad ratings on blog sites, emails and letters to Head Office to get a result.....I now have what i have been paying for since Nov 16th 2011.
Its now Sept 2012 and although the download speed is 5.5meg now, the upload speed is awful at between 56kb and 300kb. My service is slow and stutters. Video is jerky and out of sync with its sound. I have to wait for up to 2 mins sometimes for the screen to roll over and refresh itself. The download spped has been steady at over 5 meg since it was 'fixed' as per previous review.