Primus.ca
Reviews and Complaints

Feb 7 and 8th 2023. All day for 2 days.

Over the last few days my internet has been dropping randomly for just a few minutes to hours. Pages load slowly or not at all. Getting time out messages for pages loading. Trying to watch or listen to videos or music, i get buffering and that can last for hours on end. This is happening on 3 separate computers. I have run scans on all 3 with Norton Utilities and all are clean. Primus speed test shows speeds of 2.8 mbps.

I tried 3 times this evening to reach tech support. Each took an hour or more to get through only to have the agents phone breaking up making it impossible to hear them and unfortunately the heavy accents make it hard to understand what they are saying when you do hear them. The accent issue has been a problem with the tech support for a long time, very hard to understand and follow directions. Also, having worked in DSL support I have found the agents in serious need of training as many have no idea what they are doing.

I will try to get this issue resolved one more time tomorrow, if I encounter the same issues, I will be looking for a new ISP. I have been with Primus for many years and have seen service go down hill big time.

Also, with Primus I cannot stream local TV channels as they are not on the channels approved ISP list and I have not had any luck trying to find someone at Primus to investigate this and get them added.

I hope things will improve fast.

Thank you for your time.

After being locked out of my messages after using my password 3 times unsuccessfully I tried contacting customer service. After 30 min on the phone I gave up I used their email account to contact them and their reply was oh so sorry call the same number that didn't answer the phone the day before. A telecommunications company that won't answer the phone when called and uses a robot to tell you they are so sorry for the wait. It will be easier for me now to go to another provider than get a hold of customer service.

On Thursday, July 29, 2021, I tried to access my voicemail to pick up a voicemail message but I was unable to. When I entered my password on my touch tone phone all I get is a busy signal. I have no idea why or how this happened. I've tried to remedy this myself but am having no luck. Can someone there please get back to me at [protected]@gmail.com and give me some simple, straight forward instructions on how to correct this problem. I need to be able to access my voicemail!

Sincerely,
Michele

After being promised at least 25Mpbs on my internet when I plugged in the equipment I couldn't even check my email because the page took too long to load. When finally I could do a speed test it only showed 1.4 Mbps and crashed again.

I phone multiple times about the same issue in less than a week but they were unable to solve it and refused to send a technician.

Finally after less that 2 weeks dealing with them I cancelled and got charged for a whole month of servoce(?), installation (which they did not do) and a fine for early cancellation

In October 2018, I received a bill from Primus for $20.38 in 'other charges'. I have never subscribed to any services from Primus. I have never had any contact with them. I don't know how they got my address. I called. They admitted it was an error and promised to delete the account. Today (Jan 11, 2019) I received another bill. The previous charges have been adjusted, but there are new 'other charges' of $9.99. And now, the phone number for customer support does not even work.

I would like my account deleted for real this time and I do not want to receive any correspondence from Primus ever again.

BTW, I filed a complaint here the first time this happened. I won't bother to do it a third time. Seriously, I can't even upload a pdf of the bills.

I received an invoice from Primus indicating that I had an account with them and owed them $19.98 for 'other charges'. I have never had an account with Primus. I have never even had any correspondence from them prior to this. When I phoned they admitted that I had never had an account with them and that they would reverse the charges and close the account. What it most interesting is that the invoice says there was a previous charge of $3.33, and then a current charge of $15 plus taxes. I do not beleive this was not a mistake. What I would like to know is how they got my name and address in order to set up an account and bill me some random amount hoping I would pay. If I get any further billing from them, you can bet I will be doing more than just complaining on here. I would add a photo of the bill, but I don't really know if its safe to upload that kind of information to this site.

This company is CRAP. TERRIBLE customer service. Reps are BLATANT LIARS.
Have been [censored]ting me for 8 weeks on a 'promise' of getting a due refund for services improperly billed.

I will be making a complaint to CCTS and exposing this FRAUDLENT behaviour.

Will be telling anyone i know NEVER to use your GARBAGE SERVICE.

Primus are Bottom Feeding LOSERS, all of you.

I have a problem with internet for the last couple of week. If you want a support you have to call from home. This week end my internet was really very very slow. Just to open one e mail it took 10 minutes. Forget about watching Netflix or doing a research of any kind. I called primus yesterday and they said that they will call me between 1h00 and 3h00 in the afternoon. I waited all the time and nobody called. I tried 3 times this morning and each time the automated voice sud they are searching my account and nothing happed after that. For the fourth time trying I finally get an agent. He checked my internet and he said "Yeah I can see you have a problem" . Trying to fix it, he did not do much. He said it is my router. But I know it is not the rooter because My husband tried it at our neighbour and it worked fine. I told that the agent. and he did not know what to say. YEAHHHHHHH, nobody care about the client. I decided that it. I got fed up with primus and their disgusting service. I Am going to leave this stupid compagnie and go with another one. I hope I will find one that respect its clients.

I've called Primus 3 times to cancel Primus internet and LD for my grandfather who passed 3 weeks ago. The first time I was asked to send a death certificate by email and account information.
The second AND third time I called, they reported they did not receive the email and repeatedly told me I was not an authorized caller. My response was "well who is, he's dead". Their response was to be an authorized caller I need to email, which I have done twice. I was also denied the ability to speak to a supervisor as I was not an authorized caller.
At the end, the agent told me this "wasn't her problem anymore" and hung up. I have dealt with many companies to cancel accounts for my grandfather. This is the only time I have felt disrespected.

Called and emailed August 18, 20. Called August 23.

I have been a customer for over 5 years, we have never had any issues, always had good internet service, and always highly recommended Primus to others.

For a short time in a matter of 2 and half months I was behind on my bill, but still paying the minimum of the balance. without notice, no phone call or email was ever given to notify me of the cancellation of service without first suspending the account to verify the situation at hand, as a result my service was disconnected on August 13th, 2018 (over night) and by the morning of the 14th I paid in full via visa and contacted the office immediately to confirm payment (before 5pm), I was repeadily hung up on by the automated line, while on hold and by customer service representitives. after finally getting through the line the representative was very kind and helpful she defused the situation and forwarded me to a rep that could better assist me, (which was no help) as she lied and made several contradicting statements to me she made no effort to report about reconnection or dates that would have been helpful, as I found out later no work orders or reports were ever made. yet she was not the only rep. that did this, 2 others a male and 2 females who work for PRIMUS did the same thing...three (3) days of calls and HOURS of being on "hold" only to be hung up on several times and by August 17th, 2018 at 12:30 pm I finally got through the line with virtually no wait time and a set up date with a modem delivery request set up & without incident or any wait time. in a matter of 15 minutes the issue was resolved, it was very simple.

This 15 minute call which resolved by two (2) client care rep. was something that several PRIMUS employees could not do in 3 days and hours on hold over the phone. I was told many times that in 24 hours I will get a call and 7 days a Tech will be calling to set up a date ( they had an email and call back number on hand as he called me back once on the 14th @ 6:30pm he also gave me a number to call in the morning which was not any recognizable number by PRIMUS other then a fax dial tone #) no call was made, they said a work order was put through, as I found out on the 17th no record of this work order was ever made and they did not have my number or email on file, in-fact this was a deliberate act disrespect me.

I don't know what kind of people you have working at PRIMUS but the experience I had this week was very disappointing, this should have and could have been resolved fast, quick and easily, your workers should not be insulting clients they should not be rude and lying to clients, and should be treating others with respect and dignity, this service needs a lot of improvement and some of your workers within the 416 area code need extensive training to do their jobs correctly as well as much needed customer service training.

I returned modem 5 yrs ago. They did a investigation and found I did return the modem. They said a email will be send to me after the close the account saying I don't owe nothing. Every time I call they something different I have references numbers from when they did the investigation and everything as been approved but they still have not did anything they keep telling me I have to wait for them to do whatever it is they need to do before they can email me the letter this going towards my credit and I told them I need the email asap. This as been going on for 2 weeks now. I don't owe anything because return the modem and they know that now but they are not doing anything to resolve the iuess

I hold you guys responsible for allowing a company such as primus to sit in your stores and selling garbage to your customers. A customer can't do his homework on accompany while he's at the store and just expect that Costco would do this type of work for its customers. If you look on the internet there name is absolute dirt I have never seen such a terrible talked about company. I signed up because they were in your store March 23rd 2018 and was told I would be contacted right away I went back last week at the beginning of April to Costco to get some things and stop to talk to the girl because I still haven't heard anything she put in the request for me. Guess what, not a damn thing yet, I have heard not one word from these losers. I expect you guys to correct this problem and if those guys think they're going to be getting any money out of me I will come after both of you guys you [censor]

Good evening,

My self Dharmesh Patel [protected]). I got internet from you with 30 MBPS last week, and unfortunately I am getting hardly 5 MBPS.

Could you please help me why is it so?

I tried to call customer service since last 2 days but no one is picking up the phone. I stayed more than half an hour on hold but no response.

Please help me. Hoping to get this problem resolved.

Thank you,

The most unpleasant experience I have upgrading my internet speed! Primus promised sending technician to my place, I got phone call scheduled the date. However, technician didn't show up and Primus told me they already did the job at their end.

My internet speed still remaining the same after a quite a few days of waiting for their service. And they still cannot confirm when this issue will be fixed! So disappointed about their ineffective way of working and attitude towards unfinished job.

Be careful if you want Primus service before you sign the contract, they will give you hard cancellation penalty if you are not satisfied with them. And you have to keep their unfairness service with no choice.

I have the internet 16 with Primus. I have been without internet for two days (I work from home) and with really slow (down to 1.8!) for at least a week. I have called in and been oh hold for hours! Without getting through. I have requested call backs. I have gotten through once and he said he would call back in 44-1 hour and he never did. I find that Primus has Broken our contract by not providing service. I have written in to disconnect my plan. I do not feel I should have to pay the disconnection fee due to the lack of service on the part of Primus and inactivity of my service! This has been the absolute worst internet and service I have ever had with a company

Hi,

New account holder here. Primus internet service is horrendous. These guys force modem to reboot automatically numerous times in a day. Is this what I am paying for? Whenever you are in the middle of doing something there goes modem in restart mode and has to wait 5 mins until line comes back? This is horrible and just no way this kind of service worth $ I am paying for.

Horrible customer and technical service as one has to wait for an hour to talk to someone and callback is garbage because these idiots never call back.

Also these are resellers and bell actually do throttle internet connection all the time.

I am writing this complaint for my 84 year old sister at her request. The name is Irene Dossett. The phone has not been working since last Thursday, July 20/ 17. Irene had been trying to get help from Primus, but instead of helping, Primus cut off her phone service. The bill was paid up to date, and Irene has been your customer for years. Why? Irene Dossett wants her phone service restored immediately. The account no is #1203093. The phone no is [protected]. Irene Dossett does not have a computer, so you will be replying to me, her sister. My name is Elsie Connell. My email address is [protected]@hotmail. ca

After numerous phone calls with technicians and customer service representatives, my internet is still cutting out and works when it feels like.
Not to mention I am always being left on hold for a minimum of 25 min to 38 min and when I select a call back I never get a call back.
Being a loyal customer I have only been once accomodated with loyalty discount. My bill is still high with seldom working services and I can never receive proper assistance because of the attitudes that the representatives have.

June 27 - this is my third call to Primus and this time to ask why I was charged cancellation fee when my service has moved from Residential to Business. It was confirmed twice in the past that no cancellation fee will be charged, yet it is on my credit card account. It is because I wanted to avoid the cancellation fee of $230.00, I stayed with Primus (where customer service is pathetic).

On the business side of things - it is now 45 days since orders were submitted and lovely promises made by the sales team. Internal documentation issues and guess who suffers? Customer. Why of-course they can sort their own internal issues how does one expect that they will look after their customers. Ha! My business internet is still not up. Resolution - call technical support. Guess what? I have a business to run. Internet and phone line is Primus business so get that working. I do not have time to stay on hold for the next 5 hours. I clearly specified this before making a switch under package for internet. Sales person promised that I will be looked after. What a fool I am to believe.

Does anyone in Primus care?

Hi I have been with primus for 3 years
I stopped for 4 months because we moved and when we got back to them they gave us a date for installation, their technician never shows up without even calling us
I called them to see whats up
And the rep was so rude and vulgar
And he hung up the phone on my face!
Thats primus for you guys!

Absolutely no respect towards a customer and thers no one to talk to!