Customer Reviews for Primus

The e-billing tool is not itemizing the bill except for calls. We have now a £15.75 surcharge on the bill and I need to get in touch with them to find out why this is the case. Apart from that they seem unbeatable on price.

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I have had Primus BB and ph since Nov 2011 and it has not run at more than 3meg ever. Recently i only had 350kb when i should have up to 24megb. This is fraud and i cannot speak to them as they dont answer their phone!!!! Do not recommend them at all and am grossly unhappy with them. My phone is crackly and b/band so slow its not usable !!!!! Avoid at all costs!!!!!

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Total disaster. This is the cancellation letter I sent them this morning, judge for yourselves: "This is to notify you that I would like to cancel my broadband installation process. It has now been almost two weeks and I have been given nothing but misleading information. Your customer service stuff is rude and very unhelpful. I have requested several times for my account information to be sent to me over email – nothing happened. I was told my broadband would go active on Friday the 13th, then Monday the 16th - nothing happened. I spent at least 3 hours on the phone with your customer support on Monday the 16th and tried several different routers with no result.
This morning, when i called and requested my activation to be cancelled, I was told by a customer support adviser that I will be liable for the rest of my 18th months contract! When i requested a confirmation from a supervisor, I was told it was impossible and I needed to wait for call back in 3 to 5 days! I was left speechless by the attitude of this customer advisor. I am amazed how you manage to have any customers in the first place with a service like that.
I would also like to emphasise that, despite my repeated requests, there’s been no account information / contract details emailed or sent to me.
As a result of all this, this is the official request to cancel my broadband installation process with immediate effect. I will mail back your router, with a proof of postage, this evening. I would really appreciate if you could send me a confirmation when you receive this.
I have never come across a service provider who cares so little about their customers. The worst customer service ever."

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I am very concerned that having a package for 10GB BROADBAND a month I am being billed extra as Primus are saying I have used over my limit but my broadband meter is showing well below my limit and appears to be accurate. Their solution to suggest I pay more for 20GB. I wonder if thay are deliberately miscalcualting my usage to charge me more or to get me to pay more for the more expensive package. They claim to be unable to supply day by day figures and provide the service via Talk Talk network so their figures are second hand via Talk Talk.Although cheap they do not seem competent and don't know that I would recommend them. Anyone else having similar usage/ metering problems with Primus.

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I would like to warn people to avoid Primus Broadband at all costs. They messed up two installs, Are trying to charge me for those missed appointments when they did not give BT the full correct address in the first place and have suspended my services. In addition they have no technical support whatsoever, Very rude staff and quite frankly they are a shame to the industry. Avoid these con artists, you will be burned.

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We started off with Primus phone, No problems what so ever.
Our contract had come to an end with BT Business broadband and they were not prepared to offer much of a discount to stay with them. Switched the broadband to primus ( Talk Talk Business ) It was connected on the day they said, speeds a bit low but stable. Using a high end router it showed that the line was enabled for 24+mb but had been shunted at 8mb giving me a down speed of about 6400Kbps. Following a phone call to Primus Tech they said that they will look into it. Within 3 hours they were on the phone saying that the speed had been increased and that was the max that the line will take and be stable ( now running at 9.7mb ) this is still some way of the speed that BT had provided. Please look at the following figures.
BT Business Router: 1207Kbps Down 1000 Kbps Up ( BT Business Broadband )
Draytek Router: 14020Kbps Down 1120Kbps Up ( BT Business Broadband )
Cisco / Linksys Router: 11.5 Down 1020 Up ( Primus Max )
Primus Router 9743Kbps Down 1020Kbps Up ( Primus Max )
Draytek Router: 12045Kbps Down 1020Kbps Up ( Primus Max )
The Bt speed was when we were with Bt all other readings are with Primus.
We have found that like all companies Primus can make mistakes and so far they have corrected them without complaint so at the moment they get a 9 / 10 from us.
What I will now add is that after extensive problems with our many years with BT the engineers have visited our premises many times only to find that all faults are / were exterior of the building, the last engineer who came commented that this was probably one of the best lines in the area and based on theoretical charts I should be able to receive based on a line speed of 24000Kbs around about 15000Kbs to 16000Kbs.
Our next step will be to contact primus and ask where they received there information from and to please prove to us the line speeds which they say are at the max that the line will support. One basic rule applies when dealing with companies who believe that they are in control: Never ask a question without already knowing the answer before you start.

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WARNING DO NOT GET PRIMUS!!!
where to start, firstly i did i ordered the basic phone line package, a few days later i upgraded to the broadband "unlimited" which is limited to 100Gb a month. as i upgraded i was told i did not have to pay a connection charge subsequently i have been charged for the connection. i have had to ring them about 10 times in total, (expect a 20 minute wait before you speak to anyone) the speed is ok but i specifically asked them if they throttle speeds, i was told no, and i get about 8kb/s when using p2p software, everything else is around 8Mb/s which is ok, broadband constantly drops out (around 4 times a day) overall customer service is appalling and takes ages to get through, they clearly have very poor integration software linking up data they hold on you. i am gutted i am now signed into an 18 month contract and cant download anything using p2p, online gaming is useless as you get disconnected. do not go with these sharks

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I live in a shared accommodation and have my line installed right into my room, my speed on speedtest.net is PING 33ms, 4.98Mbps (4980Kbps) Download, 0.68Mbps (680Kbps) Upload. This is on a “Up to 24Mbps ” (look like the 20 disappeared and only 4 remained) FYI Primus/TalkTalk is part of BT or are providing BT Bandwidth under there wing.

First thing that comes to mind is my location is too faraway from the local BT exchange, Not true in the same house shared accommodation my friend has an BE 8Mb connection and his speeds on Steedtest.net reads, PING 19ms, 7.58Mbps (7580Kbps) Download, 1.98Mbps (1980Kbps) Upload, strange, BE also buys bandwidth from BT and sell it under there name BE, so he is also connecting to the same local BT exchange, his speed is better then mine even thought he is paying for a 8Meg connection.

Overall Primus stinks and probably are throttling my connection regardless of the time

One point to mention, Primus don’t say anything about an iplate, I’ve read that BT has an iplate that was supposed to improve connection speed, not guaranteed to, my friend has one that he got a year beck when he was with BT, I’ll look to get one of these from eBay and hopefully it would help matters, at the moment I have no other option as I am locked with these guys for 18 months contract

I hope this would help others not make the same mistake I have made, the irony is that Virgin fibre-optic is available on my road, I should have went with them, but was unsure of the offer available without the need of line rental.

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Been using Primus a few months now. Good ISP in my book.

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No problems at all with Primus. Excellent overall package. Reliability, value, service, all first rate.

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