Primus.ca
Reviews and Complaints

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.

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.

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.

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

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

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 :

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

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

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.

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!

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

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.

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.

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

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.

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?

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.

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

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]

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.

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.

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.

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.

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."

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!

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.

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

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!