Anonymous
map-marker North York, Ontario

Primus Canada Phone Service Review

Really pissed off service not satisfied at all.
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Reason of review:
Poor customer service
Anonymous
map-marker Ottawa, Ontario

Stay Away from Primus - Primus sucks when phone and internet cancelled

I recently cancelled Primus Canada phone/ internet and moved to a new address. I was told that I have to pay extra $99.99 for no reason. It happened that one day after I informed to cancel the service to Primus all of sudden internet didn't work. I informed to Primus to look after the problem. As usual, Primus sent its agent for the repair. The agent did the work. Internet and phone started working. In many previous occasions like this, Primus agent came to resolve internet and phone issues, I was not charged extra. I cancelled the internet/phone service and moved to new place. But after two months, I was told to pay another extra $99.99 as part of the internet/phone repair work. It is responsibility of Primus to fix the problem for which a customer pays regular bill/service fees, but Primus made me to pay extra simply because I cancelled the service. I strongly suggest to stay away from Primus.
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Loss:
$100
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Yea they sent in a tech and you got charged for a service call because the tech found out the problem is with your ISW(Inside wiring of your home). Read up their Terms and conditions regarding ISW/service call fees, I'm sure they told you the same but you refused to listen.

Anonymous
map-marker Toronto, Ontario

Lousy internet connection

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I was at a Costco store and I saw home phone and unlimited high speed internet for 41.95. My contract with Rogers a bit more expensive had just expired so I talked to the Primus representative and I signed up. BIG MISTAKE. Their equipment is outdated. I installed a new router Linksys 1200 and I could not get to work even with the help of a technician. Thinking it was defective I returned it. The new one that I bought did not work either after spending another 3 hours on the phone with a technician from Linksys. I resurrected an old D-Link router (10 years old) and I am having some success with the Wi-Fi. I called technical support to explain my situation but they blamed the problem on the router. I am thinking of paying the 199 dollar penalty to go with my former carrier to eliminate all the aggravation with this company.
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1 comment
Guest

Hello. We're sorry to hear about your internet speed issue. We invite you to email us your Primus account number at: execresp@***.ca so we can review your file and ensure a prompt follow up and resolution with the Tech Support Manager.

Anonymous

Existing Primus customers apparently dont matter.

Tried to upgrade from their Internet 7 DSL to their Internet 10 cable/fibe and sign up for a 2 year contract. Apparently that is only for NEW users. I could cancel my DSL and sign up as a new user, but would be without internet for up to 3 weeks, not to mention all the fees that will need to be paid as well. If this is how they are gonna treat their existing customers, then its time to switch to someone else...im sure Teksavvy, or Rogers, or even *blech* Bell wouldnt mind having my business. Oh well, time to make some phone calls.
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Reason of review:
issue with changing plans.

Preferred solution: Let the company propose a solution

2 comments
Guest

Primus is alright if everything (home phone/internet) is working.But the problem begins when there is no service for home phone or internet.When I contacted the Customer service many times during the four days ordeal with no home phone and internet most of the Customer Representatives lack good customer ethics and knowledge, poor communication skills and mostly can't give a satisfactory answer to questions or issues.If I did not insist what needs to be done and keep pushing to resolve the issue,the service needed is far from over.Being able to speak to the right people and right department and with good customer service ethics and knowledge make a big difference.Your company needs more effective people to improve the services.

Guest

Hello,

We are sorry to learn you were not successful in increasing your speed.

Your business is greatly valued and we would like to assist you in changing your Internet speed; please email us your contact information at execresp@***.ca for assistance.

Sincerely,

Primus Canada

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Anonymous
map-marker Albert Park, Alberta

Primus Canada - Digital Phone Review from Albert Park, Alberta

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I requested to change from a digital phone to a soft phone as it is more convenient for me. It has been 10 days and nothing has happened. I have called them numerous times and keep getting *** excuses such as the last rep put the work order wrong or this was missing. Worst customer service of all phone provider that I have dealt with. . very frustrating. .. go to another provider.... you will save many headaches. Ravi Chadha
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1 comment
Guest

Mr. Chadha,

We sincerely apologize for the troubles you are experiencing in transferring your digital home phone to a soft phone.

We have been able to locate your account using your name and an urgent request has been submitted to our Provisioning experts to investigate and update us on your situation as soon as possible. We will contact you by phone or email as soon as updates are available.

We will do our best to promptly resolve this matter. We thank you for your patience and understanding.

Sincerely,

Don Pelletier

Executive Response Representative

Primus Canada

Anonymous
map-marker Montreal, Quebec

After paying 2 months still no internet

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I cancelled the service before they even called me to confirm that I still wanted it, after filling papers at COSCO, its doing 2 months I'm getting charged straight to my credit card and I never activated the service! I tried calling them today but there own phone line isn't working! It says Welcome to Primus Canada, then nothing! Wow what a nice company, I cancelled because Vidéotron is the best in Quebec, they lowered my fees temporary until I get a job! So same price, faster, service is awesome, it's Quebec's best company for internet and phone for sure! No doubt.
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Loss:
$150
Reason of review:
Still getting charged without service for months, no customer service at all.

Preferred solution: Full refund

1 comment
Guest

Hello, we are sorry to hear about your situation.

Please email us your information so we may locate your account and we will review your service and billing.

Our email address is execresp@***.ca.

Anonymous

Don't use these guys unless you like paying for "nothing"

I signed up with these guys for 6 cents a minute long distance and that's all. Turns out they have been billing me the 6 cents plus some international long distance thing that I never asked for plus some network fee plus $2 for a paper bill. I haven't made an international call in a decade, literally! So I phone them to get to the bottom of it and find out how long they have been doing that.....their customer service department does NOT answer the phone. I call the number on the bill that they keep sending me even after I have cancelled my long distance and they forward me to...you guessed it "customer service"! No answer again. Is this a communication company....I think not!
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Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
Guest

Hello,

We wish to confirm receipt of your billing concerns and we are sorry you are being billed plan and service fees and not using the service.

Please email us your account # or the name listed on your account, we will review it and contact you. Our email address is execresp@***.ca.

Sincerely,

Primus Canada

Anonymous
map-marker Ottawa, Ontario

Primus Canada - Phone Service Review from Ottawa, Ontario

DO NOT SIGN UP FOR PRIMUS!!! I signed up July 28/14--- still no internet and they have no idea when I will get it. After emails which they never responded too, and being told I would get phone calls when I didn't, I was told last Friday that I would finally get internet today. LIES!!!! Have spend the past 1.5 hrs on hold, was told I was given the wrong info from one of their workers named Michael, and they have no idea when I will get internet. I asked to speak with their manager to find out what is going on, and they said no. I definitely feel as though I got scammed by Primus. In all my years, I've never experienced poor service like this!!!
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Anonymous
map-marker Toronto, Ontario

Primus Canada Internet Service Review

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I called Primus on Sept 26 to upgrade my internet, I now have no internet or phone service and it now Nov 1st!!!!!!!!
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Anonymous
map-marker Kanata, Ontario

STAY AWAY FROM PRIMUS NO MATTER WHAT

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I contacted them to see what they can offer me everything sounded great. One BIG mistake is I did not check in here for any complaints and there a ALOT of them. Yes they have great deals but if you have a problem they don't care. We asked to cancel the service because I lost my job just after I asked for the services. They said they where sorry It would be done right away they would send us a return envelope to send back the modem ,my wife just had a stroke we need to have a phone line no matter what company we are with so she can call 911 just in case. it has been a week they have not released our number or bell has not because they us bell to install and they use bell,s system. So if my wife needs an ambulance we have no way of calling,one so please read all the problems primus is causing people before you hook up with them. mitch & laurie Kanata ontario
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Anonymous

NO internet service for 10 days & COUNTING

I switched internet from Bell to Primus. Change over was going to take place on Aug 1st. Today is Aug 10th & I still don't have internet service. I've called Primus talked to different reps--all blame Bell for the delay in activating the lines. I've escalated my issue to supervisor/manager & asked for a call back... Nobody has called me yet. Is Bell really causing the delays so people go back to them? Is Primus' fault and they just blame Bell in an attempt to hide their bad service? I don't know, all I know is that I haven't had internet for 10 days!
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2 comments
Guest

Bell is screwing all the little guys reselling their services by purposely slowing down the turning up of ordered services. I got a call from a Bell "save" team telling me I could continue to wait for a bell tech to give me my primus internet or if I came back I had guaranteed service same day.

Bloody monopolies! Screw bell, i'll wait!

Guest

I believe it is Bell fault. Bell was scheduled to be at my place July 26th, they showed up on the 29th.

The guy said the calls are now spit out through computer. They can't see the jobs until they close the previous one and this new Bell system is not human interactive at all.

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Erlinda Jtz

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Verified Reviewer

Primus Canada - Long Distance Card Review

I bought a prepaid long distance card , went away and could not use it. It kept telling me that I had to put more money on the card . I'm in the middle of nowhere working and can't call my family. They have to call me. I work in a clinic and get called out at all hours so this is very inconvenient. I spoke with customer service three times and they were not helpful. I was told i had to use the card in the town i purchased it in. I work away a lot, I've been away from home for four weeks. I will not be inconvenience d like this again. I was a product that is dependable, that's what I paid for
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Anonymous
map-marker Fort Saint John, British Columbia

Other Product Review

They are froud.doing bull ***. Waiting waiting waiting. *** up
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Anonymous

No service!

We were supposed to have it installed on the 10th. I am a shift worker but I got up 3 hours early for the installation. They did not show up. They came on the 16th. I had a *** of a time connecting the WiFi and still can't get my e-mail. I have contacted customer service and cannot get through by any of the phone numbers and it took two weeks for them to answer my first e-mail! I hate Rogers but they are starting to look better now! I really hope Primus will see these reviews and take a good hard look at their customer service or I can see, by the other complaints I have read, they will be out of business. If things don't improve,drastically, in the next couple if weeks, I will go back to Rogers.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Ottawa, Ontario

Primus Canada Bundle Review

I subscribed for new services both home phone and internet.They were scheduled to be connected on october 3 2014,they are not connected yet.Now I am without home phone and they are not sure when my services will be connected.I dont know what to do
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