Primus Canada
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Primus Canada Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Primus Canada has 1.5 star rating based on 287 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Price, Unlimited available internet, Original price.
Cons: Worst customer service ever, Poorest follow up with customers, Customer service.100% of users think that Primus Canada should improve its Delivery Process.
75% of users say that they might use Primus Canada in the future for similar services or products if the company resolves their current issue.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Primus Canada has 1.5 star rating based on 287 customer reviews. Consumers are mostly dissatisfied.
- Rating Distribution
Pros: Price, Unlimited available internet, Original price.
Cons: Worst customer service ever, Poorest follow up with customers, Customer service.100% of users think that Primus Canada should improve its Delivery Process.
75% of users say that they might use Primus Canada in the future for similar services or products if the company resolves their current issue.Recent recommendations regarding this business are as follows: "Look for other options as their support and service is terrible", "Nooooo", "Find a different internet provider", "Tell everyone you know to boycott them until they offer analog local home phone service again", "Totally money wasted".
Most users want Primus Canada to offer a solution to their issues.
Consumers are not pleased with Customer service and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews
Top Primus Canada Reviews
"Home phone installation"
We're actually out of home phone service---our former service was cancelled---and thus, need to plan the technician visit the sooner possible because of a...
"Horrific technical support and service not working"
I have to say that this is the worst experience I have ever gone through with a service provider of any kind. I signed up for the 1GB (previously on Rogers 1GB...
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
London, Ontario
Horrific technical support and service not working
I have to say that this is the worst experience I have ever gone through with a service provider of any kind.
I signed up for the 1GB (previously on Rogers 1GB service) and the installation went sort of smoothly. I was told that there would be a Primus tech on site and then that a Rogers tech would also be there but in the end that only person that came was Rogers and he didn't do anything other then ring out the cable.
I ended up installing everything as he watched which was fine, just confusing.
The speed I got was around 100Mb, not the 1Gb that I had ordered. I opened a support ticket and they insisted I hook up a laptop and run a utility and provide them with the file. I did so and they came back two days later and said that there were services running which could affect the bandwidth and they needed me to run the laptop in safe mode and disconnect everything.
Note: I work in IT and there is nothing running in my house that could possibly take 900Mb/sec of bandwidth.
I removed everything and did as asked and yet still 100Mb/sec.
After going back and forth with them I finally kept asking for a manager. After a few days, someone reached out to me from Ottawa (everyone I had spoken with previously was based in a call centre in Egypt).
It was good conversation and we agreed on steps moving forward.
They were going to send me a new modem and I would run tests again for them as they have a few people that are experiencing similar issues. I told them I would be out of town and would do it when I got back in a week.
On next day before I left town, the internet went down within an hour of them shipping the modem. I called them and after an hour they figured out that they had deactivated my modem as soon as the new modem shipped (which I obviously had not even received). We got it back up and running and then I said to them again I am going out of town and can't have this happen again.
He said that we would need to call when we hook up the new modem and they would do nothing until they heard from me.
I went out of town and within an hour of the modem being delivered to my wife at home, they again deactivated our modem. I had to talk my wife through changing it out as I knew they wouldn't talk to me unless I was at the house. The new modem immediately came on line proving they have deactivated the old one yet again.
Since then I have provide information to them with no response. I think I send in at least 5-6 ticket responses over about a week and to date never received any response.
My last entry said that if I didn't hear from someone in regards to a plan moving forward and/or a call from a manager I would be cancelling.
I gave them 24hrs which I actually extended to 48hrs in the hope of hearing from them but yet again absolutely no response.
Note: One thing that I did find was that I had to continuously explain the problems to them as not one single person that called me or answered the phone would read the ticket. They just skim the problem description and assume they are starting with someone that doesn't know how to plug in a cable.
Overall I would give them a 1 out of 10 for customer service/technical knowledge. I did talk to one person in Egypt that helped me get the modem back on line and he seemed legitimately frustrated with what they had done to me. And the manager I spoke to was decent and apologetic as well.
Other then that, they need to make some SERIOUS changes for this group to be viable.
Again, I am sure there are people where it went fine and also probably alot of people out there that are paying for 1Gb/sec and not getting it which is sad that they are paying twice as much for 1/10 of the speed.
I officially terminated my service with them via customer loyalty last night and they agreed that due to the problems there would be no charges which is good because I had no intention of paying for anything I did not get.
During this entire process I kept my Roger account active and I am glad I did as I am now back on it and Rogers has agreed to give me 1.5Gb/sec for about $10.00 more a month then what I was paying for Primus.
I put a lot of faith in Primus and have been thoroughly let down to the point where I will never be considering nor recommending them in the future. Based upon what one of the tech people told me they maybe bought out by Techsaavy in the near future so hopefully that will give them a chance to fix this broken mess they have.
User's recommendation: Look for other options as their support and service is terrible
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Horrible Company
- Terrible customer service unhelpful expensive
Preferred solution: Nothing
User's recommendation: Find a different internet provider
Worst service ever
- Worst
Preferred solution: Full refund
User's recommendation: Nooooo
Prince George, British Columbia
Horrible Nightmare zero service or customer care
User's recommendation: Go anywhere except Primus.
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Verified Reviewer
The worst service ever
We have spent over 10 hrs on hold in the last 6 days to be lied to, hung up on, treated like crap. We have been with them for yrs and we did a up grade because we were getting ripped off for what we were getting, we were told it would take 24hrs and the new plan would just kick in.
We'll that was a huge lie. We got sent a broken modem and was told it was rogers line so we had to wait for them, 3 days. Nope line was fine. So we are still waiting for a new modem after it has been canceled and lied to again and now have to wait even longer.
Have talked to about 11 different ppl, now prob more. Asked to speak to a manager told it would take 24 hrs. Ya they never called, when asked why they said the ticket was closed... wow.
so now there is another ticket in to talk to another manager because now we won't see a modem until at least Wed or Thurs so that has been 9 days without internet and when you work from home ( which they were well informed) is just not exceptable. I had a break down on the phone with the guy crying being I just could not take anymore and he seemed to get upset with me.
I just don't get how a buisness can treat their customers like this and not even care. Not even a call back from the manager.
- Watch what your paying
- Need better customer service
Preferred solution: An apology for one and months free for all this hassle.
User's recommendation: Becareful
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Frustration over continuous Internet outages, some quite lengthly.
I have experienced at least 5 outages in the past few months, one lasting nearly an entire day. Wheb I go up on Saturday, Oct.
14th and went to use the Internet, it was down and remained that way until mid-to-late afternoon.
I do not have regular tv and rely on the Internet to get news and use Netflix and Prime Video, so it is always REALLY, REALLY, MADENING when you have nothing but your local radio station to hear something at least! I want them to be accountable to their customers and be forced to begin paying customers a large rebate of their monthly fee so that they begin to take this issue seriously!!!
- Cheaper price
- Frequent outages
Preferred solution: Price reduction
User's recommendation: go elsewhere - use Rogers to know their cable works for them, but not for Primus. Is Rogers deliberately sabotaging service to Primus customers so they will go to them for Internet.
They need to offer analog local home phone service again
- Decent service
- Low cost
- That they do not offer analog local home phone service anymore
Preferred solution: Deliver product or service ordered
User's recommendation: Tell everyone you know to boycott them until they offer analog local home phone service again
Brampton, Ontario
Let my experience be heard for future customers to decide their choice
I ended up hightailing it out of there. Not for me.
I will never let a corp treat me like an idiot. Primus wake up, you are not the only company out there!
Learn to respect your costumers. Customer service is a disgrace!
In a five day span of calling, getting prices from many, no one wrote down notes for them to have for future reference. Everyone lied! There is a bundle one would say, the other would say there isn't a bundle!? Would transfer me to different departments would come to a price conclusion after the fifth day and then have someone tell you the next day that your home land line is 14 dollars for six months then after would go up to 24 dollars.
Booked technician for specific date time of window from 10 to 2 did not show up wasted my day. Called up next day booked technician for the next day, to no avail! Forget the amount of time on the phone and waist of time to my day waiting on hold and being transferred on a constant. This is not a company.
Just like the thousands of others customer service is horrible. Just not right!
User's recommendation: Your decision. I personally left primus! I'm so happy I did.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Resolved: Account 11142**** cancellation
Company fixed the issue and I have been provided with apology.
- Great internet service
- Customer service lacking perhaps english language training
Preferred solution: My account canceled
User's recommendation: Ask for a cancellation confirmation email when cancelling your account with them.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |
Surat, Gujarat
Very bad experience
User's recommendation: Totally money wasted
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Resolved: World's worst customer service
Company resolved the issue.
- Cheap
- Unreliable network
- Unresponsive customer service
Preferred solution: Price reduction
User's recommendation: Cheap price, but terrible service
Barrie, Ontario
Two major outages in 7 days. No reason given. No tech support. On phone for over 2 hrs at a time
User's recommendation: Put outages on phone recording while on hold with tech support. People will understand Just let them know there's a problem
Niagara Falls, Ontario
Problems right away!
I was told that it would be easy to connect modem on my own. Then I got an email notifying me that s technician was coming yesterday.
I waited ALL DAY and no one came.
Today I called and was told I could plug in the modem - then I was told oops no I can't.
Now waiting for a callback for a technician to come here again. Frustrating!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Windsor, Ontario
Returned cell phone that was loosing coverage in our house only while all other phones have coverage
One of our 3 phones connected to primus wireless network (Samsung A52 )didn't have coverage while the other 2 did ,sent it back as it was under warranty.
A week goes by and I received the phone back with the explanation that the phone had been exposed to water and they aren't going to replace it under warranty..
Phone was working ( never exposed to water but regardless it's a water proof phone) and the only issue I was having was losing it's coverage and anyone that was calling was going straight to voicemail...
Called the company 3 days ago complaining about the issue and said wanted to speak with a supervisor, they said no one was available but they were going to call me back within 24 hours (didn't), called them back twice today same answer...very pissed off as I have 3 lines with them ,been a customer for the past 10 yrs or so and would now like to cancel
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Primus wireless cell phone/ customer service
I have three different lines with primus wireless and been a customer for over 10 years now, recently I purchased a new phone (Samsung A 52 waterproof phone),had issues with the coverage inside our house (while the other two phones were working fine), sent it back as it was still under warranty (after going back and forth with technical support over the issue and couldn't resolve it) ...
After a week or so I received the phone back with the explanation that it had water damage ( even if it did isn't it waterproof...) but never have exposed it to water (unless they are referring to the humidity we have all around us)...wanted to speak with a supervisor regarding the issue and called three days ago (they weren't available) said they would call me back in 24 hours...didn't receive any calls and after 48hours I called back twice and got same response " no supervisor available, someone will call you back "...nothing so far ,very disappointed and would like to cancel all my lines with them
Preferred solution: Full refund
User's recommendation: Don't recommend
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Dudswell, Quebec
Home phone installation
didn't hear about the technician to comeNo home phone yet
Preferred solution: Home phone istallation
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Warning! Primus will bill you even if they do not provide an internet service!
Do not let them auto-bill your account - they will steal your money! Primus customer activation starts with the technician visit. Even if they don't physically hook up service and drop the modem to the wrong address, the customer is on the hook for the full amount starting from their screw ups. Primus kept saying that internet cable was installed (it wasn't).
My reply was Check how much data was used? Zero bytes? They missed an appointment and rescheduled multiple times. This is very costly when you have to lose a days work to stay home for nothing and then do it again 2 days later.
Their pricing may seem like a good deal but you will quickly lose any savings through their missed appointments and unfair billing. They sent a tech out who did not even verify connectivity inside, he just said cable is installed and left. It wasn't. They expected us to pay when no service was provided.
All this took over six months to rectify. In the process they caused multiple NSF fees for trying to take money out when no service was provided. The money that they withdrew when it was not a NSF was not returned. Primus tried to charge for the entire six months of no service connected we managed to get it partially reduced but they would not refund the money they stole when no service was provided.
Be warned - They will charge you when they screw up multiple times and you may not have a zero balance to start when they finally get it hooked up properly. The service is considered "active" and therefore billable when the technician appt is made not when it is actually installed in your residence.