Primus Canada

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.