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2.6 72 Reviews

Primus.ca Complaints Summary

28 Resolved
44 Unresolved
Our verdict: Engaging with Primus.ca, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Primus.ca reviews & complaints 72

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9:36 am EST
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Primus.ca poor customer service

I have received very poor customer service from primus as well.

I should've known to stay with my current service provider (bell) when it took primus 2 weeks to connect my phone when I moved to my new house. I called them to see what the problem was that took so long to connect my phone, and a recorded voice would always say that the hold period may be more than 40 minutes. It took about 4 phone calls to deal with this issue, and over 4 hours of my personal times to understand why a basic connection couldn't be made at the scheduled times!
Jeez... How dumb is this company!

To add insult to injury, this crazy company won't credit me the 3000 aeroplan miles they owe me on the pretext - hold for it - that I called an airmiles customer service line to start a new accuont!
So, according to a crazy manager, I don't fit the description of an existing or a new customer since they already credited my account with 200 airmiles!
So instead of just giving me 3000 aeroplan miles, the manager lectured me... And gave me so much attitude I couldn't believe it!
I never in my life got such poor service!

This company has no idea what good customer service is, and I am convinced they run their business out of a whole in the wall, because everytime I call, I hold for over 1/2 hour, and when I decide to e-mail, they take 2 or 3 days to answer me... How many people do they have working for them?

I am just waiting for july 29th to cancel my service with primus, just so they don't steal 99$ penalty fee from me.

Please please please please please please, if you are looking for a new telephone service provider, do not call primus. I don't care how much you can save.

The customer service is poor
The managers are very rude (monique)
They are thiefs

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Danielle Brook
Nepean, CA
Dec 22, 2009 8:15 pm EST

I also received poor service from Primus and was in awe at their treatment. Six weeks before moving I had organized to have my phone installed so that it would be in effect when I arrived due to the movers wanting a contact number. When I arrived, the phone was not working and they insisted that I wait for a day and try again. The next day I once again called since it was still not working when they told me that I was going to have to pay a service technician to come over and switched the phone over since Rogers had been installed previously. I asked them shouldn't that be included in my connection fee and they rudely said that it was up to me to know that the townhouse had been digital and that was going to be in my bill. Obviously I didn't know the previous tenants, so there was no way for me to know. The incidences just kept accumulating and 3 days later I told them to forget it since the phone was not connected and I would go with another company. They then told me that I would have to pay a disconnection fee. I lodged a complaint with the telecommunications board and did receive all my money back. It they hadn't been so rude regarding the whole incident I probably would have just paid and thought lesson learned but it amazed me how they ignored my concerns initally. They then berated me for not being aware of digital systems and attempted to bully me if I didn't pay for a service that never did work.

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5:27 pm EST
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Primus.ca customer service

I have been a customer to primus for a couple yrs now and I can not believe how bad their customer service is. They ended up taking out too much money from our account one month after telling us how much the amount would be, and now they are refusing to give us our money back and they are also refusing to pay my nsf fees that happened in my account. With them taking out over a hundred dollarsmore than I was expecting, my mortgage bounced, and I was charged 2 nsf fees that equal more than a hundred dollars.. They are refusing to give me anything back and now I am out over $200.00 because of this... Their customer service department isn't rresponding to my complaints, it's like they are ignoring them, and they just keep refusing to give me anything back.. They are not even trying to please me, they keep telling me it's my fault that I didn't have extra money in my account, so it's my problem not theirs... Why would I keep extra money in my chequing account when I should know how much the company is taking out... They just took out whatever they wanted and piss on me...
I am very discouraged and very angry. I have never in my life recieved customer service like this. I am going to comtinue to fight for my money, because if all companies worked like primus does, we would never sign up for pre-authorized payments... All I want is my nsf fees back which I beieve they shpuld be paying for because they screwed up, and my money back from the wrong amount being taken out of my account in the first place!

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Michelle 22
Winnipeg, CA
Sep 24, 2009 11:16 pm EDT

Don't expect them to do anything on their own to make you happy. They offered me a $10 discount off my bill after they published my unlisted phone number and address in the phone book (as if that would be enough to cover my moving expenses). They only turned around the publish it again the next phone book.

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oksana
Sacramento, US
Mar 06, 2009 7:42 pm EST

Have you tried to contact Public Utility Commission, I am having a similar issue with them right now. They have downgraded a loooooooooooooooot. I used their customer service a couple years ago and it was totally different. I called them several times and they just keep sending me in circles. The last one said that he is not in the position to help me and no one else is. I noticed in November some changes such as suddenly switching their online system and deleting all my previous statements - these must have been warning signs. Looks like a fraud. I am now even more determined to have them solve my issue.

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10:09 am EST
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Primus.ca criminal harrassment

In july of 2008 I signed up for phone/internet service from primus canada. They called back on the day of installation and told me they had been backlogged and could not give us service for 35 business days. This is unacceptable to I cancelled the service. I never had a day of service from the company, they have since sent me bills every month up to the present day. I have spent over 20 hours on the phone on hold and with 'customer service' agents (though I use the term loosely) cancelling and re-cancelling the services. I have confirmation numbers and emails from primus. Finally the credit card company issued me a new number and card so as to avoid any further harrassment from the company. We continue to recieve bills in the mail and harrassement notices, I have found and called the president of the company (who has since changed his phone number lol!) to try to get to the bottom of all this. Still I regularly get calls from primus agents requesting money for a service never provided. So at this point it is turning into a serious harrassment for us and I need to find a way to stop it... I have no idea how they got our new phone number. If an individual was doing this is would be a criminal charge, I see no reason this doesn't apply to primus as well,,, there are several website with 1000's of other customers experiencing the same issues with the company.

If we want to really affect this companies unethical business practices we need to all complain to the local rcmp office and they can and will do something.
First you need to fill out the formal complaint here…
http://www.recol.ca and save your file number, then call the local rcmp and give them the details. If enough of us stand up to these # at primus something will get done.
Good luck people, we must stand our ground against these criminals.
Btw the president of the company has changed his number, you can no longer reach the prez of primus on this number [protected]

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GetTheBastards
, CA
Jun 29, 2010 4:15 pm EDT
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I agree, the Primus Canada are scammers and fraudsters!
Too bad I didn't read this before I got scammed into their service which does not even exist!

"Call the local RCMP"...? Pha! What are they gona to do for you as a small "regular citizen"?

Obviously Primus Canada has some corrupted Protectors at “higher places” where the laws does not apply to them. At least Not in Canada!

If you want something to be done Do it Yourself!

Here is their office address:
5343 Dundas St. West
St. 400
Toronto, ON, Canada
M9B 6K5

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Michelle 22
Winnipeg, CA
Sep 30, 2009 11:41 pm EDT

I am also going to look into this. They published my phone number and address in the phone book two years in a row while I continued to pay for it to be unlisted. The only compensation they would agree to was a $10 credit on my bill and I had to move because of the error!

Primus — infringement of privacy

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ps-u-suck
South Woodslee, CA
Feb 11, 2009 9:46 pm EST
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also complain to the CRTC

http://www.crtc.gc.ca/RapidsCCM/Register.asp?lang=E

i am doing this everyday till i get a response, because i am going through something similar to your issue,

my post link :

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9:17 pm EST
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Primus.ca disconnection fee, no refund, continuation of monthly charges

I cancelled primus canada talk broadband service with 42 days of notice. I was continued to be charged for the month after that. I placed a stop payment order on my bank account - they yet attempted to charge me for an additional month which did not go through.

When I spoke with them they stated that they charge a cancellation fee. I referred them to a the contract which stated that no cancellation fee would apply to me since I was not under a contract. They then stated that they would only charge me for ten extra days but not refund anything under $10 (which is 1/3 of the monthly bill), and that they conveniently owned me $9.99 and therefore would not issue a refund.

Only after 30 minutes of angry discourse on my part did the woman state that they would refund me one extra penny so that my bill would amount to $10 and therefore I would be refunded in january when my next bill appears.

This invoice was not sent to me - again they are trying to steal $10 from me, but I will persist and call those crooks back.

At no point did they four representatives admit that they had illegally charged me - for them it was perfectly legitimate. No apology was given, and no refund was issued.

This is a crooked, small-timing company that consists of thugs

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Primus.ca fraudulent company

I have noticed myself and several of my friends that moved to Primus because of its cheap rates. We decided to keep Primus despite and slightly lower but acceptable voice quality compared to Bell/Rogers. However, one thing everybody notices that they charge you one-two weeks extra amount on first bill (when you move to Primus) and final bill (when you move back to your original.

None of us had any success to talk to their supervisors regarding this issue.. as it seems it is done on purpose. We had to go through our lawyers to get money back. Only one letter from lawyer works.

Just to inform you if you get stung by the same.

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Primus.ca - scam and cheating

I have been a customer of Primus for several years now. In mid-December of 2007 I contacted customer support to find out if they would still be able to provide me long distance service if I switched from Bell to Persona Cable telephone. They instructed me to contact Persona and find out what carrier they were using. After doing so and finding out that...

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Primus.ca customer services

Be aware before starting service with primus canada!
I been primus canada customer for few months and I am really glad that I cancelled this service. During my service tenure, I had to wait almost an hour before talking with customer service rep. Also rep. Is from india and unable to understand. Also they charging $4.95 for long distance service which I never used and no explaination or refund for such charges. There were service interruption including completely dead phone line for days and could not talk to customer service even.

After painful period, when I requested to cancelled services, there were horrible experience to process my cancellation request. Note, that there is $9.95 charge to cancel internet service, so call hardware handling charge. As they charge in beginning of month, I had to call few times to get my credit back for internet and phone service. Customer service told me that they will not refund you amount $11 as there are lot more charges involved. At the same time, they can charge for amount less than $5. What a rediculus rules! Even refund processed, I haven't received any single penny for my refund. God knows when I gonna get my credit money back but writing this to make readers aware of such spams. For any small inquiry, you have to wait for almost an hour on phone and then lucky if you could talk to right person who can really understand and resolve your problem.

For small difference, bell is better choice!

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Patrick Bruce Collins
, CA
Sep 11, 2014 12:53 pm EDT

I wished I had never even contacted this company for information. But I did sign up. They sent service tech no modem. Then told me they were to busy and would send a service tech in 6 weeks, because I was not ready when the tech came even though they forgot to ship the modem.

Then after 6 hours of wait time on the phone in total I just cancelled everything and asked for return labels. Nothing yet. I just called to see what was happening as they sent me a monthly bill for services I don't have. They didn't think I was serious about cancelling and are sending the labels now.

COMPANY IS A REALLY BAD NIGHTMARE. I WOULD GO WITH OUT INTERNET IF THEY WERE THE LAST COMPANY ON EARTH.

Stay away.

Patrick Collins

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Maria Grant
London, CA
Nov 18, 2009 3:49 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have just switched over to Primus and received my first bill. for a total of 16 days, you have the nerve to charge $206.27!

what kind of a business are you people running. all that i signed up for was the triple bundle plus $10.00 a month for long distance.

plus renting my modem, not buying it. You are charging me $19.95 for truly unlimited Canada, $1.00 for Anytime Asia, $1.00 for

dime time and $2.95 for five any time. These services were not ordered by me and I have no use for them. You are also trying to charge

me $ 34.17 for triple bundle from Oct. 23 to Nov. 08. My internet did not become active until Nov. 6.

You are also charging me $ 1.71 for features that are supposed to be free, unlimited international at $3.12, $0.78 and $ 1.25 for non

published, what ever that is. So, what are we going to do about this. I don't think the CRTC has an inkling to your business conduct,

but I think that they would be quite interested, with all other complaints when it becomes time to renew your operating license.

I figurre that on this first bill you have over charged me about $100.00. My monthly bill should be approximately $82.00.

Thank you

Keith Grant

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Montana E
Scarborough (Toronto), CA
Sep 08, 2009 5:16 pm EDT
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I was excited to find such a wonderful offer for the services I required from Primus Canada and ordered well in advance to my move to set up service. I prepaid for my purchased modem through them and awaited for my service in great anticipation.

I called after moving to check on exactly what date my service would begin. Only to be informed that I would be having a technician at my house the following day! I made the last minute arrangements with my work to be home for the technician, who knew?!

I waited all morning and thought I would check on his whereabouts. I called their customer service and was told by a computer that it would be a 40 minute wait on line. Calling from a cell phone I opted to hang up. About a half hour later, lo and behold, Primus calls me! Guess what? To tell me they have no service to give me in my area and I would have to wait until someone in my area moved which could be up to a month. Needless to say I was furious.

I asked for a manager to call me, which never happened. Hours later I called again and was told we are very sorry but they have no service for me. I said lets cancel and you send me a refund for the equipment I have not received. Oh sure we can do that they inform me. It will take 90 days to process.

Moral of this story. Stick to the big guys like Bell and Rogers. It may cost a bit more, but alot less headache.

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6:30 pm EST

Primus.ca primus triple value bundle rip off

re: primus triple value bundle rip off

http://www.primustel.ca/en/residential/bundle/bundledServices-tripleValueBundle-g.htm

The above web address carries an ad as listed below

Save over $49 a month! Let's compare:
Primus Bell Rogers
Home Phone
Calling Features
High Speed Internet (7Mbps, not Lite)
Unlimited Long Distance (Can/U.S.) Included
18
Included
Included $40.94
5
$42.94
$24.95 $42.17
6
$47.95
$19.95
Network Charge $0 $5.95 $5.95
Total $64.95 $111.79 $107.03†
Monthly Savings with Primus Triple Value Bundle $49.84 $42.08

I signed up for this service after checking the availability etc with postal code for the service listed at $64.95 and received a confirmation as follows:-

“We are pleased to confirm that your order for Home Phone service shows
completed as of November 7. Please let us know if you are experiencing any
difficulty, however.”

Interesting enough I get my first bill in December at 84.95 per month, an e-mail, two customer service reps and a supervisor Celine ticket# 2204873 on Dec 10 2008 questioning the discrepancy was answered with absolute nonsense, rhetoric and an explanation that the site has a technical difficulty and the $64.95 offer was incorrect, I did advise them that the site processed the information and order after a postal code verification.

What is interesting is that I have been on this site two weeks prior to Nov 07 2008 with this so called better deal than Bell & Rogers however it is unknown to me how long they have been running this scam. Oct to Dec with a technical difficulty on their web site for customers to sign up for a price that is changed on their fist bill is criminal, it is hard to believe that the competition and the regulatory agencies in Ontario actually allows this type of business practice to go on.

Note I was fully aware of the fine print and the one year contract clause was only taken into account after I advised them and was then offered it at $74.95, a further discount of $5/- was offered by Celine if I accepted it, as if they were doing me a favour I advised her that was not the contractual obligation I signed up on the web site and that it is false advertising & illegal in Ontario to conduct business in that fashion, note had I acknowledged the $5/- discount offered by Celine that would be an acceptance (Variance) to the contract to which I signed on the web site smart little trick to pull on unsuspecting customers. One has to wonder how many customers are stolen away by Primus from their competition by this type of sleazy business practice.

This is not acceptable in any shape or form not withstanding all the other customers that have fallen victim to this outrageous practice.

Redress is not only warranted but demanded from this unscrupulous business practice

David Schokman

Cc: Commissioner for Complaints for Telecommunications Services
Better Business Bureaus in Ontario
Bell Canada
Rogers

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Atoni
North York (Toronto), CA
May 21, 2012 4:33 am EDT
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So what is the Commissioner doing about it? Or is one more business with political affiliations that get to do fraudulent business in Canada and don't get charged, reprimanded and/or made to give service per their advertisment!

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Rebecca Stanchev
Sterling Heights, US
Dec 18, 2009 3:05 pm EST

Sorry, it looks like I couldn't post th logo. Lol!

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Rebecca Stanchev
Sterling Heights, US
Dec 18, 2009 3:01 pm EST

Hello.
I'm with Pulse Telecom Canada and I'm very happy. No hidden fees, good connection, cheap rates, Customer Service in my native language, no billing problems. That's why I applied for Automatic Payment now.
By the way, I got their Logo from Internet.

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11:53 pm EST

Primus.ca unauthorized cancellation

Hello everyone, I would like to share with you a true story, something happened today and I want to share with the world. You're about to hear me ### at what Horrible Service you can get from companies such as Vonage and Primus.

My spouse and I have had phone service with Primus Canada (Talk Broadband VOIP) for over 3+years and the service has always been crappy. But we stayed since it was an easy thing to do and the price is very good.
Lately we figured we would switch to Vonage for the same price... and thought we would get a be better service.

Well, after 3 weeks of trying to get a phone number transferred (so we could keep the same phone number) everything has gone wrong! Vonage says the address is a mismatch when Primus confirmed the address is fine.

Tonight, I have just spend over 3 hours on the phone with both 'stoopid' companies and guess what? My phone number, which used to be xxx-xxx-xxxx has been cancelled and apparently we can never get it back again... so much for this great option we have in Canada to keep the same number while switching phone companies... Never try this at home!

I am now waiting for a supervisor to call me back within 3 business days because those 'so called managers' working there don't want to take escalated calls.

In the meantime, I am in the mist of starting some action against both companies and hope to get some kind of compensation for this bad service.

I have filed a complaint with the CCTS ( https://www.ccts-cprst.ca/ots/cf/ComplaintConfirmForm.do ); I need their help because Primus has violated privacy laws... (see below for explanation)
I am also going to try to get this story aired on TV (who knows, if I have the time and the chance to do so)

To make a long story short this is what's happened:
David at Primus says he spoke to me on Nov 4th around 2pm and I authorized the cancellation of my existing number because I apparently told him the number transfer was completed and successful... that's bull***t, I never spoke to anyone at Primus on November 4th. Actually, when speaking with Denise, I found out that they called XXX-XXX-XXXX and spoke to a 'ret**d' who posed as the consumer and confirmed that the line transfer was done and I was authorizing to cancel my phone number. The phone number they called used to belong to FXXX, it was his cell phone number 3 years ago. I called that number and listened to the personal voicemail message, the '[protected]@ser' who now owns this number gives out his phone pin which is 1234... Basically, anyone calling him can get into his personal options and do just about anything. (If I wanted, I could log in his options and change his personal message or something... maybe even call Telus which is his phone provider and cancel his phone... (but I won't do that).

So now, Primus has obtained authorization from an unknown person, without proper verification, and has cancelled my phone number. (which doesn't make sense because when you request a number transfer you don't need to authorize the old service provider to cancel your phone, it's done automatically) This is CRAZY!

This battle is not over... watch me get somewhere interesting with this saga. I will not stop until I get justice.

Now I am stuck with a new NEW PHONE NUMBER from Vonage which I don't want... but it won't be for very long since we are also going to cancel Vonage very shortly... once we figure out who can give us the best service... but in Canada you don't really have much choice :-(

If this doesn't get resolved I will have to call over 20 service providers that I deal with to give them my new phone number, including the government, basically everyone and anyone who has my old number... why? Because of incompetent people working at Primus Canada.

Stay tuned for how it ends...

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MMcKean
Collingwood, CA
Aug 04, 2010 9:30 am EDT
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I know exactly how you feel about the new number! After the 2 weeks I was with this so called "service" provider, and switched back to Rogers, they were UNABLE to port over my number (which I'd had forever) from Primus. Apparently, once Primus has your number, you can't get it back. SO NOW .. I'm changing my phone number everywhere just because I made the stupid decision to try to save money.

Be VERY aware of all issues with this company before you decide to save a few bucks.

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3:54 pm EDT

Primus.ca poor customer service

On August 29 I called Primus Canada to inquire about their home phone and Internet services. I was told that the services would be provided for a decent price and that they could commence when my husband and I moved into our new home on October 20, 2008. Approximately one week before our moving date, I phoned Primus to confirm that we did not need a technician to come out to our home (a brand new house) to activate our phone and Internet service. After being placed on hold for 17 minutes, I was told that a technician was not required - our phone service would be available and Primus would send us a modem for Internet use (it would be sent via Canada Post and would arrive the week we arrived in our new home). On October 20, my husband informed me that from looking in the basement with another service installer, it was clear that a technician WAS needed to install our phone service - it couldn't 'just be turned on', I called Primus and was placed on hold for 13 minutes before reaching a customer service agent. The agent said that yes, a technician was needed, and that we would have to contact Rogers or Bell Canada, as Primus did not offer these services. I expressed my dismay to the agent, as I was never informed that a separate company would need to come and install service (which the company would likely charge us for). The customer service agent offered no solution. That same evening, my husband and I decided to terminate our relationship with Primus in favor of Rogers Home Phone. We had NOT used Primus' service AT ALL. I called the customer service line and was on hold for 25 minutes before speaking with a customer service agent who informed me that she'd have to transfer me to the cancellation department. I was then on hold for an additional 20 minutes before giving up in despair. The following day, I sent an email to Primus to let them know that we would no longer need their services which we HADN'T USED. Approximately two days later, I received a reply saying that this was no problem, and that I would also have to cancel the original provider's services (which I assumed would be Bell). I replied to this email, asking for verification that my services would be cancelled. Two days later (today) I received an email verifying that my services would be cancelled and that I would be charged a cancellation fee for my one-year contract of $99.95. I have replied, stating that this is beyond ridiculous, as I was never aware of any contract and that I have NOT and WILL NOT use any of their services. They also mentioned they'd send return mailing labels so I could send back the Internet modem...which I still have not received.

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whereabouts unknown
hamsworth, CA
Sep 21, 2010 7:17 pm EDT
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necc telecom is [censor]. if u havent reaqlized it mickey 39. it's 277 days since u posted so u probably already figured out how sucky they are unless u work for them and ur just simply trying to balance out all the real negative complaints about necc .. ha ha

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Mickey39
Troy, US
Dec 18, 2009 2:28 pm EST

Dude, why don't you call NECC Telecom? I've heard they are the best in this field. Cheap rates for international calls, good connection, etc.

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jelep
,
Nov 26, 2008 9:13 pm EST

When I inquired about their services about a year ago, they lead me to believe that they are a better service provider than Bell or Rogers when it came to home phone service! I moved to Primus because of the "good deal" they were offering and that I would not encounter any issues with any telephony services that I was using before I moved over with them. I was soooo wrong! A couple of days later, my long distance provider contacted me and informed me that their service was not compatible with the Primus network. I was not able to have a long conversation with the agent from my long distance provider because their phone system was also not compatible with Primus home phone service. There were also other instances, where I would call telephone serivces and have the call drop or broken connections. An example, Telehealth Ontario. I called to ask about my baby's symptoms, the nurse told me that she was only able to hear every other words... another example, my call dropped in numerous occasions when I called my bank's telephone banking service. In all instances of service interuptions, I was forced to use my cell phone... Tonight, I called the customer service to move my service to a new location within 15kms. After being on hold for about 15mins, the primus agent greated me (but never apologised for the long wait) and she told me that she was very pleased to help me with my request, she then asked me a series of questions (like "do you know if the phone service at the new location was with Bell or Rogers?" -- How would i know, I was moving in the place was vacant last time i was there)... about 15mins of questions and answers, only then I was told that there was a $55 moving fee, and if I did not like that I can pay $60 cancelation fee in addition to an extra month of service (which I won't be able to use)... she then said "oh! but other companies also charge the same fee"... this is soo messed up! Is CRTC doing anything about this? Have the Better Business Bureau heard such case and what are they doing about it?

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Primus.ca awful customer service

I have the worst customer service experience. I called them on September 18 at 12 noon and a recorded voice says your hold period may be more than 40 minutes. I decided to send them an e-mail, the auto reply says they are experiencing high volume of e-mails so expect a delay in reply. It shows they have real poor service.

When I signed up in June 2008, I was told I shall get 15000 bonus aeroplan miles with my second invoice in August 2008, but Primus did not credit the aeroplan miles. I have tried to contact them several times but it is impossible to reach their customer service.

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structuralart
, GB
Jul 05, 2012 4:19 am EDT

05 July .12.
What have I got to do to get Primus Telecommunications to comply with the Licence they agreed to abide by if they wanted to begin operating in this Country. UK.The truth is I think you have a good product but have not got the foggiest idea about customer service.
You lie to us every time we wait at least ten -fifteen minutes we talk to you.
You have just upset my wife again you promised to cancel this bill and find out who is using the 0203 number you tried to dump onto us and then keep a UK designated number 0208.You are not fooling anyone, I genuinely think you are in part trying to infiltrate our Country. Yeah I do, that's why you look to be dragging your feet regarding billing and the consequences arising from false billing.The two do not go together the ultra fast secure service with what looks like clumsy admin...Something is not right about you Primus I thought that when we received a used Mac embedded router through the post with little more than good luck holding the package together and :The MAC Code printed all over the package...Nope I'm not having it you are up to something... You listening BT?
kk.

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Rita
Montréal, CA
Mar 06, 2009 9:31 am EST

I have received very poor customer service from Primus as well.

I should've known to stay with my current service provider (Bell) when it took primus 2 WEEKS to connect my phone when I moved to my new house. I called them to see what the problem was that took so long to connect my phone, and a recorded voice would always say that the hold period may be more than 40 minutes. It took about 4 phone calls to deal with this issue, and over 4 hours of my personal times to understand why a basic connection couldn't be made at the scheduled times !
Jeez...how dumb is this company !

To add insult to injury, this crazy company won't credit me the 3000 aeroplan miles they owe me on the pretext - hold for it - that I called an airmiles customer service line to start a new accuont !
So, according to a crazy manager, I don't fit the description of an existing or a new customer since they already credited my account with 200 airmiles !
So instead of just giving me 3000 aeroplan miles, the manager lectured me...and gave me so much attitude I couldn't believe it !
I never in my life got such poor service !

This company has NO IDEA what good customer service is, and I am convinced they run their business out of a whole in the wall, because everytime I call, I hold for over 1/2 hour, and when I decide to e-mail, they take 2 or 3 days to answer me...how many people do they have working for them ?

I am just waiting for July 29th to CANCEL MY SERVICE with PRIMUS, just so they don't steal 99$ penalty fee from me.

PLEASE PLEASE PLEASE PLEASE PLEASE PLEASE, if you are looking for a new telephone service provider, DO NOT CALL PRIMUS. I don't care how much you can save.

The customer service is POOR
The managers are very RUDE (monique)
They are THIEFS

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4:33 am EDT
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Primus.ca failure to terminate services twice

Last year, due to a move, I had put my phone line on hold until I was settled in. I contacted primus to ask them if they could suspend my long distance, as the phone line was not going to be active. They confirmed that they would, and I thought I was set. Turns out, I was not. Even though my phone line was disconnected for 5 months, I received a regular bill. It took a lot of calling back and forth, as well as e-mails before I was able to get primus to drop the charges because it was their fault. I should have terminated my services completely right then, but I didn't.

Instead, I waited until January of this year to tell primus I wanted to terminate my services immediately. That my services would not be terminated until February because I needed to provide them with one month notification. Fair enough, I thought... at least until I started receiving calls from a collection company telling me I owe them about $100. I tried contacting them via e-mail, but have yet to hear anything back. As I have saved all of my communications with them, I have no problem taking them to court over this matter solely based on principal.

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Qwertyuuuuuuuuuuii
Petawawa, CA
Jun 18, 2023 7:50 pm EDT

I have been overcharged over 200$ and was told I would get a cheque and still not have received my cheque. Furthermore overth past 2 months my internet has been out for 15 of the days out of those 2 months including today. Account number [protected]

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Edward Eastman
, US
Jun 04, 2023 8:02 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My internet is running slow and takes long to load if at all.

I have been on hold with Primus support for one hour and forty minutes, still no help!

Date and time is May 29,2023, 11:03pm.

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p-od
Toronto, CA
May 27, 2014 9:14 pm EDT

Horrendous customer service. I have been a long time (8+ years) customer of Primus.

I am moving in a little over a week, so I called them to transfer service. I asked them if there was a fee for this. Yes, $ 55.00. That is more than I'm willing to spend and you'd figure, being a long time customer and all, that they could waive that fee. So, I said this to them. They told me that they'd cut the fee in half. I said, you know I think I will go with another carrier. Well, they told me I had to give 30 days notice. So, fine, I'm willing to absorb that cost, but I am moving out of my apartment shortly, so clearly I don't want my phone line to still be active when I leave. So, I ask them to disconnect it. They tell me they can't. It wll take 30 days. I explain how ludicrous this is and that I don't want the new tenant to be using my phone account. At this point, I feel I have no choice but to move the line with me to avoid this dilemma and pay the $ 27.50 moving fee.

After speaking with a co-worker, who tells me I can just have them put a block on any long-distance charges for the remainder of the days after I've moved, I call them back. I have now decided I want to cancel the line and put a block on the LD charges. The CS tells me she can do this and have I decided to go with another carrier and do I want to keep the number? I say I don't know, haven't decided, but to consider this my 30 days notice. I think it's finally all worked out when she mentions a cancellation fee...So, I ask her what she's talking about. She sounds exasperated, when it should clearly be me who is exasperated (and IS). She says that if I decide to port my number over to another company within the next 30 days I will be charged a cancellation fee ON TOP of the 30 days charge for regular phone service I won't be using, because I will have moved. I say this is confusing and ridiculous. I have now given you 30 days notice and I accept that i will pay for an additional 30 days. Why the H3ll would I also be charged a cancellation fee on top of that simply for starting with another carrier within that 30 days and taking my phone number with me? Remember, they are still getting another month of money from me for a service I won't use. But on top of this, they want a cancellation fee, if I should take my phone number with me to another carrier within that 30 days (that they are getting paid for).It's utter and complete lunacy!

Finally, after being so fed up and frustrated, I say let's just cancel the whole telephone number. Cancel the line, cancel the telephone number and make the end date 30 days from now. Will that cost me a cancellation fee? Dour voice on the other end: "No." Okay, let's do that then. And block the long distance on the line so that no-one else can use that line, while I'm not using it anymore, but still paying for it after I've already moved out.

Lengthy story, but absolute truth. WORST COMPANY I'VE DEALT WITH. THEY DON'T CARE ABOUT CUSTOMER SERVICE and they don't care about customer retention either. Absolute f-ing fools. Hope they go bankrupt.

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Go10
Calmar, CA
Sep 07, 2012 5:28 am EDT

Be aware. The last comment provided by hunky50 is fake. Most probably he is someone working for primus. He posts this exact comment on all forums, trying to improve the image for their customer service. So read it with caution.

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hunky50
Toronto, CA
Feb 13, 2012 4:54 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I was able to get a satisfactory resolution of my Primus Local Termination Charge, TBB Termination Charge and Hardware Handling Fee.

Quick overview:
- Was with Primus for many many years: month-to-month home phone + wireless
- Decided to switch Home Phone to Talk BroadBand (TBB) as part of my big annual bill shaving -> made the order
- Visited Bell store the same day and got even better deal on home phone + internet + TV (Triple Bundle with two loyalty perks (extra data and LD) -> made the order
- Called Primus the next day to cancel TBB - no problem - was told not to pick the modem shipment and just Return it to Sender
- Bell switched the phone line and everything was good
- Next month got a bill from Primus with $100 in charges: $60 Local Home Phone Termination Charge, $22.35 TBB Termination Charge, $9.95 Hardware Handling Fee, taxes
- Called Primus with calm and friendly, but professional voice. Got the TBB and Hardware fees waived (never actually had TBB as I cancelled it within 24 hours, and I didn't use the postage return sticker). But no budge on the $60.
- Did more research, eg. Order CRTC 2000-250 Optel Communications Corporation vs. Bell Canada - http://www.crtc.gc.ca/eng/archive/2000/o2000-250.htm - Customer authorization is required - I was not aware of 30 days notice and cancellation charges
- Called Primus back again with the same voice and a lot of patience. I mentioned that I was with Primus for a long time and that I WAS planning on returning to Primus and my ideal outcome is to have the $60 waived.
- Clerk after a short schpeal mentioned that because I still have wireless with them, he'll waive the $60. I didn't have to use the CRTC bomb.

I suppose PRIMUS is becoming aware of all the bad press on the Internet about their BS fees (I made sure to mention that as well) and some customer representatives get it that it's bad for business.

I may consider switching back, but I will thread very carefully.

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midina
Windsor, CA
Sep 24, 2009 3:51 pm EDT

I was scammed by Primus - Local Termination Fee of $66 + taxes for giving 30 days notice and asking for the actual disconnect to be less than 30 - and yes, the full year contract had already been fulfilled. company covered its ### by claiming they told me... about the fee prior to disconnect, but they didn't.

I'm also also upset by the fact that they put in writing that they don't charge you for timely return of their equipment - but then i got nailed for a $9.95 + taxes "hardware handling fee."

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Brenda Louise
Kamloops, CA
Jun 26, 2009 2:29 pm EDT

rI cancelled my service in April. I was told I have to give 30 day notice. I asked where does this information exist? They said on their website. I told them I do not have a computer and agreed to pay another months fee. They told me in 30 days to phone my new carrier and make sure that Primus had ben can celled. I did that. Now I receive another bill from Primus for a full month and they said its because I was still using Primus! How the !@#$ am I supposed to know when I have already signed with my new carrier (thank God!)and followed Primus's instructions to cancel?Thank you to the person who posted the presidents phone number-I phoned it! I am waiting for over 2 days for a supervisor to get back to me about this 34 dollar charge!I have phoned the local television station and informed them about this crooked company!

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Karl S
Brampton, CA
Jun 19, 2009 12:20 pm EDT

I had ordered Primus high speed and they told me that i would have 30 days to cancel. Since i didn't have a line i got them to bundle it with the service. After Weeks of fighting with them that service was not working. (I paid for 5 megs and got 1 megs instead) I told i had enough and cancelling the service. I spoke to them for over 3 hours trying to cancel my account completly. They wouldn't cancel my phone because the line was installed before the internet and it's start date was a whole week difference. Note... they screwed during the installation of the DSL and i had to wait 2 weeks before they even installed it. I told them to make note of this error and they CSR said she would (obvisouly she didn't).

Any how finnally was able to talk to a manager and they cancelled my service with out termination fee. 2 month after this happen i get a bill saying that they took the cancellation fee out of my account. I called them again and they said there was no mention of this manager notes.

To WHOM is planning at looking at Primus for any type of Service. I suggest you look else where unless you like screwing around for hours talking to these idiots at primus.

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anowar hossain
Montréal, CA
Jan 12, 2009 8:37 am EST

primus is horrible for customer service, there are hiden bills show on my cradit card statement. they took two bills advance in one month.

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joeylejoker
,
Dec 01, 2008 8:44 pm EST

Primus is horrible, always check out the company before you get their services. I have learned the hard way with them, and for people who are searching for ways to get help with primus (there are tons of people)

here is their president's phone number: [protected]

He lives in Virginia if you are wondering about the long distance fees. He does not even use primus!

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