Primus.ca
Reviews and Complaints

I've returned modems to Primus twice and each time they claim they have not received it and billed me almost $100. The return label they send you has no tracking or signature upon receipt so you cannot prove that they received it. I was told by the postal clerk that other ISPs such as Bell do provide labels with tracking so you can prove it was sent. Primus knows that if you use their shipping label you have no proof of receipt so this must be a good revenue stream for them. The last one I returned was in November 2010 and it wasn't until I cancelled service with them in late January 2011 that they claimed not to have received it.

Never sign up for preauthorized payments to your visa account! I cancelled my primus home phone and returned my modem by canada post. (primus sent me the canada post postage) canada post did not deliver the modem and primus has charged me $112.00 for the modem. Since this is charged to my visa, I called visa to reverse it and visa refused. I have to provide proof of delivery before visa will reverse the charge. Canada post is looking for the modem. If I was not on preauthorized payment I would not be forced to pay for canada post's mistake! To add insult to injury when I have called the visa dispute department I have received a lecture on preauthorized payments. I am now not using visa!

As discussed on phone with Supervisor on Dec 14, 2010 termination fee was waived. Modem is being mailed back paid by customer. Representative agreed to no termination as account was cancelled within 30 days of start of service. There is a cancellation fee of $75 on billing. They charged for 2 month of service not one.

It took over 3 weeks for service to begin. We were moving at end of December and there was a "move" fee. A fee for mailing back the modem. A fee for cancelling. A fee for a paper bill. A fee for UPGRADING services-we wanted to be broadband not local and rep wanted an upgrade fee.

In July of 2010 we decided to go with Primus for our telephone service. What a mistake. Over the phone they assured us that with a modem they could deliver a good and efficient phone service. We tried this out for about two weeks. When we dialed we got wrong numbers or a voice telling us that long distance applied, which was not true. Also we couldn't use the telephone numbers we had stored in memory as that would for sure give us the wrong connections. We were told we had to dial slowly. That too gave problems. After two weeks, on Aug. 3d, we cancelled our service.
We sent the modem back that same day. We had to pay
for the month of July and August, a total of $60.44.
Then in October were suddenly charged $180, 54 as according to them we didn't return the modem.
We phoned them and were promised a refund. To make a long story short, we have phoned them 5 times and still haven't received our refund., and it is December!
After each phone call we were promised a refund.
I have been waiting for hours on their customer service phone line, listening to their annoying music. At one time they put me on hold only to find out 30min later, when I dialed again, that they had left for the day.
Don't deal with them!

I telephoned Primus Canada whose customer I am for their triple value bundle. I've noticed they are never easy to get over the phone for any customer service. Today I got a male employee named Roger who was very rude and impatient and gave sometimes wrong information, then had an attitude if we asked him to repeat or clarifie something. Positively obnoxious attitude. You would do well to give better customer service or risk losing your clients.

I made the stupid error of trying to save money on my home phone and fell into the primus canada trap.
My horror story began in february of this year and is still ongoing.
Their "bell" technician arrived to change my phone lines over from rogers to primus (little did I know they used bell lines.. Had my fill of bell years ago). After spending 3/4 of an hour listening to the bell technician tell me how he could save me so much more money by switching my household over to satellite, bell internet and bell phone on a bundle, it turned out that he did not disconnect the rogers junction box that fed the phone lines to my entire house, he reactived a dead bell line that was in the former office of my house (which had been cut and dead for over 20 years), which only supplied that particular connection. He left the house without my knowing that this is what he had done.

Two days later, having received absolutely no incoming phone calls (and ironically enough, not having had to make an outgoing one), I picked up my phone to discover it was dead. I went to the phone in the bedroom.. Dead as well. Then to the hardwired old dial phone on the wall, which was as well dead. That was when I figured out what he had done.. That was the beginning of the nightmare with primus.

I will not bore you with the details of the countless hours of emails, sitting on hold for a customer service rep, listening to their excuses of "we sent out a technician and that's all we're responsible for so perhaps you'd like to call your own technician in for about $200 to rewire your outlets in your house and maybe we'll apply that to your bill to help you".. And then the promises.. The endless "no ma'am because this was not satisfactory, we will allow you to disconnect your service since it's only been 2 weeks and we will negate all charges and waive the $60 disconnect fee" and then the invoices.. The threaten to send to collections invoices.. The promises yet again by a csr that "no ma'am, your account shows that you owe nothing, we will inform the credit dept of that".. And then more invoices.. And "sorry ma'am.. But that was never completed and now we need to charge you the disconnect fee because you didn't give us 1 month notice".. And more time on hold, talking to csr's, promises of "i'll call you back this afternoon"..

Warning all.. Steer clear of this scam of a company.. I'm still fighting this and have 1" of printed out emails and notes dating back to day one.. And even as late as yesterday [protected]) was promised that someone would call me that day to straighten this out.. Nothing...

Run while you can..

I'm back with rogers.. Happy.. No issues.. So what if it costs a tad more..

The small business where I work had been using primus for long-distance and toll-free calling for years before I got there.in my position, I went through and reviewed all of the company's financial billing and eventually got to primus. Compared to other long distance companies, they had higher rates as well as numerous fees tacked on for little apparent reason; combined, I was able to save our company about 30% in phone costs by switching away from primus.

Unfortunately, primus didn't fully cancel the business account when I called, so we kept receiving bills. I called back again to cancel the whole account, and they canceled other numbers. But I got another bill for $4 and change. I called back and they said they had recorded the cancellation as happening on a later date than when I called (twice) so we had to keep paying. I told them that made no sense since other lines had been canceled and I specifically said to cancel all of them and not just some of them, so why would only a few be canceled and not others?

So i'm pretty unsatisfied with primus's incomptence and would not recommend them, unless you don't think you would ever switch companies if rates get too high.

I hope the last bill is really the last. But I won't know for another few weeks.

I was with primus canada for a year and a half and there service was terrible. The company is not capable of helping with consumer complaints such as internet interuptions and phone static. They have too many technicians who dont have a clue what they are doing. The only time they try to help with your service if you threaten to terminate contract. I highly doubt will be around for a long time as they have no idea what to do when presented a problems by consumers. I wqould not recommend this service to my worst enemy.

They disconnected my phone for 4 days without warning or phone calls while keeping 250.00 deposit in there account. Obviously the 250.00 deposit they collect from various costumers is just to make money on intersest otherwise they could have used it instead of disconnecting my land line without warning. Shame on you primus I hope people will see this and learn about your illegal practice.
Thank god we have the internet to voice our complaints and let know other fellow canadian about it.. Unlike the old days you can't just suck up peoples money the way you want knowing that we don't have the time and money to take you to court.

Well... I have primus as a long distance provider on many phone lines on of which is a fax line. The long distance fax line only works about 5% of the time, I have emailed and telephoned and all I ever get is a response that they will fix it.. It never has been fixed yet they still manage to bill us. I have asked that the complaint be accelerated to a supervisor three times and there is never one available and no one ever calls back.

I emailed this morning in response to an "i'll fix it soon email" that I wanted a supervisor to call me... Nada

I called (india) and was told to try the fax now and call them back... Nada. Called back and got (india) and asked for an excellertaion and a supervisor... None available but "one will call you within 24-48 hours" that won't happen.

Dismal service! They are about to loose a dozen accounts as a result!

I cancelled my internet and home phone service back in july after terrible internet service. I returned 2 modems to primus as instructed.in september, they proceeded to remove 124.67 from my bank account to pay for the modem. I called them, they said - "oh yes, you did return the modems. Sorry." my problem? They have still not returned the money. After several phone calls, I was told 2 - 4 months to get the money to me. "be patient"..."it is policy..."

I am furious! They will not let me speak to anyone above a customer service supervisor. I feel trapped and without answers...

Primus sucks!

Primus leaves off fixed charged automatically charged to the account whether or not long distance charges are used.

When I realized they were about to charge me $30 to cover $2- worth of long distance calls, I immediately cancelled the service. To be able to do that
Cost another $8-

This is penny-ante stuff — but this is the kind of outfit you are dealing with here. They've automated whatever they can — and they pick your pocket without even pretending to give you a service in return.

Any special offer these guys make is loaded. Read the fine print. They don't know what rendering value means. The supposed savings are bogus.

3 months of long distance service — during which I made 8 short calls worth 2.25 becomes a bill for $38. The primus experience —

Activated home phone service in october 08 via telephone call to primus csr. Never advised of any term committment requirement, never signed any term committment and never received any contract of service.

Requested and received calling cards but the cards were unsecure. If lost anyone could use them (no secret pin) and primus could not fix this.

We requested an unlimited canada/us long distance plan for which we were billed $19.95 monthly. Started getting bills including the $19.95 for the ld plan 'plus' charges for all long distance used in the month, as well.

Had to call 'every' month to get bill corrected, wait on hold forever to speak to someone but they were unable (competence) to correct the problem.

Finally cancelled the service out of frustration and am now being hounded for an early cancellation fee and $9.95 for long distance service used in the last month despite the fact that they were paid $19.95 for the 'unlimited' plan.

These people will not listen to reason and, I believe, think they can bully you into paying money they are not entitled to in order to stop the harassment.

Stay away from them! They are bad, bad news!

To say that primus' customer service is apalling is an understatement. They have absolutely no respect for the privacy (and safety) of their customers.

I signed up three years ago with primus and brought over up my already unlisted phone number. However, despite my payments to keep it unlisted, they published it in two consecutive phone books.

One year after I initially signed up, I discovered my number and address were printed in that year's phone book. I immediately emailed primus customer service department to which they confirmed that I had in fact been paying for an unlisted number. Nothing was proposed to rectify the incredible inconvenience of this misprint.

Documented via email, primus finally agreed, at a minimum to have my phone number and more importantly, my address removed from canada411. Ca. 7 months later it was still not removed from the internet. When I complained again and told them I would likely have to move because my address was now public (and even threatened legal action), I finally got my first apology. However, the only compensation they would offer was a $10 discount off my next bill.

Then, after all of the months of waiting for them to remove my contact information from the internet, I was told that it was up to me to contact canada411 to have it removed myself. They would not do it for me.

One month later, 8 months after I had informed them of their error, they published my phone number and address in yet another telephone book! That was after almost 2 years of paying for my number to be unlisted.

Over the last year, I have made multiple requests for a manager to call me. Although promises were made on multiple occasions, I have yet to speak with one. From the day I signed up, I continued to pay for an unlisted number until just recently when I was finally able to relocate to another address and cancel my service.

Most unfortunate that they could not have shown a little bit of remorse or sincere desire to rectify the situation. This happened to a friend of mine with her service provider and they handled it so well that she retained her phone service with them.

Additionally, if you have any desire to ever speak to any of primus' customer service reps on the telephone, you should expect incredibly long wait times to the point that you eventually give up and just deal with the issues you are have been handed.

I bought an extended warranty when I bought my kia rio cinco new. The warranty company, primus care, won't pay for the engine repairs, 78, 000 miles, because I did not replace the timing belt at 60, 000 miles. Kia, is also refusing. Are there any class action lawsuits going on against either primus, or kia? Or, does anyone have any knowledge of leverage I can use against them?

Just want to share my experience with everybody with primus canada services in canada...
I supposed to switch my home phone service from rogers wireless to primus canada on aug 28, 2009. I supposed to have someone come to install the home phone on that day but the waiting time from 8:00a. M. To 5:00p. M. But finally no body show up then I called to primus canada on monday aug 31, 2009 to clarifly. Ann (from primus's saled rep) said they came already but nobody there. I was so angry already the first i'll been waiting for whole day but no one come (why they don't call me whatever). Ann's sound like nobody there. (like my fault) but why I called on monday if I wasn't at home. Second, her sound never give me a chance to say only she kept on talking. I felt it seems she give me a business more than I give... So she said have to be re-schedule for someone to come. How can I spend whole day to wait (not going out) again. Then I called up want to do a complait with a supervisor. But the process time I took 30 mins to wait each time until the supervisor name called mr. Savinver... I spoke to him not more than 3 mins then he hang me up. Although, the price from primus canada is better than what I had now. But after this I prefer pay more but I won't taking primus canada anymore...

Hey, i've been getting bills for long distance service from primus when I never even signed up for their service.

When I got the first bill, I phoned them right away and said that I had never signed up with them. His response, "yes, you did." after further "no I didn'ts and yes you dids" I said to offer me proof that I had ever signed up with them. He said that I had agreed on the phone, so I asked him to find such a recording as they record all such phone transactions and told him i'd wait.

After a few minutes he came back and said that there was no recording and then he said, "so do you want to cancel the service?" I said, "no I don't want to"cancel" the service because I never signed up in the first place. So he finishes off by telling me they'll be sending me a closing statement of what I owe.

I'm pretty sure what happened is that one of their phone solicitation people simply decided to sign me up even after i'd said no just so he could gain a commission. But, even with no recording of my agreement to sign up with them, they're still insisting that I did sign up.

Primus canada sent me an invoice for 12.05 which I paid for long distance that where suppositly made in july and august of 2008. After numerous phone call to primus canada in february of 2009, they said they would reimburse me the amount of 12.05 which have still not been received. Again other phone call where made in april and promises of reimbursement where made to no avail.

These long distance where not made as I have not used primus for at least 2 years and furthermore I was on vacation during these two months in 2008. It is not so much for the money, it's a matter of principale, they have agreed that it was their mistake and to where to pay me back.

We used Primus Canada for couple of years and eventually cancelled their services due to too many dropped calls. I notified them of my intent asked them to send a final bill. I received one and paid it. Later, they sent another bill indicating I needed to pay final month payment because it was not included. I paid that too. I also returned their hardware as well. But, to my astonishment, I received a third bill supposedly for disconnection charges. When we signed up, I was told, if I was not satisfied, I needed to simply return the hardware and cancell without any further costs. Since then, I have spoken couple of customer service reps, a manager and a collection staff. I had clearly told these Primus employees that I did not agree to pay disconnection charges and ask to them to produce a document. They could not but refered to terms on conditions on their website. I continue to get an invoice from Primus and with interest charges, the amount has ballooned to $25. The bigger issue is that Primus has no sense of loyalty and business sense. I was a long-term customer who had given about $1, 000 to $2, 000 business per annum. They not only lost me but all my family, friends and business associates. Furthermore, I continue to talk about this. I am also considering blogging. If you have similar experience about Primus, please feel free to contact me at josh.s.[protected]@gmail.com.

I bought an extened warranty on a used car that had 22, 000 miles on it. Now it has 82, 000 road miles on it.[ I live in the country] I paid over $2100 for it in 2004. Iv'e only used it once, on a hub. Now the transmission is bad and they say until I can prove cause of failure, they won't pay for it. I've researched on the net and filed as many places as I can. If you are going to buy an extended warranty, get on the computer and do your research. I wish I had a computer when I bought my car.