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Primus.ca reviews first appeared on Complaints Board on May 9, 2008. The latest review Customer service was posted on Aug 5, 2021. The latest complaint Customer service was resolved on Aug 05, 2021. Primus.ca has an average consumer rating of 3 stars from 71 reviews. Primus.ca has resolved 28 complaints.

Primus.ca Customer Service Contacts

+1 877 422 6395 (Wireless Sales & Customer Support)
+1 800 370 0015 (Technical Support)
+1 800 806 3273 (Customer Care)
5343 Dundas Street West, Suite 400
Toronto, Ontario
Canada - M9B6K5
Mon8:00 AM - 9:00 PM
Tue8:00 AM - 9:00 PM
Wed8:00 AM - 9:00 PM
Thu8:00 AM - 9:00 PM
Fri8:00 AM - 9:00 PM
Sat8:00 AM - 5:00 PM
SunClosed

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Primus.ca Complaints & Reviews, Page 4

The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Primuscustomer 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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    • Mi
      Michelle 22 Sep 24, 2009

      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.

      0 Votes
    • Ok
      oksana Mar 06, 2009

      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.

      0 Votes

    The complaint has been investigated and
    resolved to the customer's satisfaction
    Resolved
    Primus Canadacriminal 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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      • Ge
        GetTheBastards Jun 29, 2010
        This comment was posted by
        a verified customer
        Verified customer

        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

        0 Votes
      • Mi
        Michelle 22 Sep 30, 2009

        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

        0 Votes
      • Ps
        ps-u-suck Feb 11, 2009
        This comment was posted by
        a verified customer
        Verified customer

        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 :

        0 Votes

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved
      Primus Canadadisconnection 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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        The complaint has been investigated and
        resolved to the customer's satisfaction
        Resolved
        Primus Canadafraudulent 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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          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          Primus Canada — scam and cheating

          I have been a customer of Primus for several years now. In mid-December of 2007 I contacted customer support...

          We are here to help

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          The complaint has been investigated and
          resolved to the customer's satisfaction
          Resolved
          Primus Canadacustomer 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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            • Pa
              Patrick Bruce Collins Sep 11, 2014

              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

              0 Votes
            • Ma
              Maria Grant Nov 18, 2009
              This comment was posted by
              a verified customer
              Verified customer

              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

              0 Votes
            • Mo
              Montana E Sep 08, 2009
              This comment was posted by
              a verified customer
              Verified customer

              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.

              0 Votes

            Primus Telecommunications Canada Inc — primus triple value bundle rip off

            re: primus triple value bundle rip...

            Primus Canadaunauthorized 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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              • Mm
                MMcKean Aug 04, 2010
                This comment was posted by
                a verified customer
                Verified customer

                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.

                0 Votes

              Primus Telecommunications Canadapoor 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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                • Wh
                  whereabouts unknown Sep 21, 2010
                  This comment was posted by
                  a verified customer
                  Verified customer

                  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

                  0 Votes
                • Mi
                  Mickey39 Dec 18, 2009

                  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.

                  0 Votes
                • Je
                  jelep Nov 26, 2008
                  This comment was posted by
                  a verified customer
                  Verified customer

                  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?

                  0 Votes

                The complaint has been investigated and
                resolved to the customer's satisfaction
                Resolved
                Primusawful 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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                  • St
                    structuralart Jul 05, 2012

                    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.

                    0 Votes
                  • Ri
                    Rita Mar 06, 2009

                    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

                    0 Votes

                  The complaint has been investigated and
                  resolved to the customer's satisfaction
                  Resolved
                  Primus Canada — 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...

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