I am very sorry to hear about this.
Just a quick update to all new customers, when you place an order with us, if you request for a new line installation, a new telephone number will be assigned. This is sent in an email to all customers.
If you have any questions, please feel free to contact us at email@example.com
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Primus offer two tiers of broadband product, the inexpensive Primus Saver with download limits for just a few pounds a month plus line rental, or the Primus Max package with unlimited data (fair use limit applies). Activation is free and both options include a free wireless router.
Make sure you make it VERY CLEAR that you want to keep your existing phone number, two days after the switch over day, a friend told my elderly friend that she could not contact us, Primus had changed her phone number without telling her, nothing. Primus say it was her fault, she asked for a new number, she did not. Primus did not even tell her the new number, we only found out by accident. Nothing they can do, so go away. Badly done Primus.
Many thanks for the positive comments, if you do have any questions or queries, please feel free to email firstname.lastname@example.org
If you have any issues you need help with, please send your details to email@example.com and I will investigate the problems for you.
The times I've spoken to Primus ( a few times around 22 months ago, when I was moving home from N Wales and wanted to continue with service once I was settled into my new home),  and  as described in a post I made on 30/10/13 at 21:21, they have been friendly and polite.
I have not yet added broadband service, and I wonder whether that's where things may have gone wrong for you, Sharon...
I think Primus uses TalkTalk (Primus rep please correct me if this is wrong), and TalkTalk have a fairly poor reputation (they were 'most complained about' for around 5 years running), so I am wondering if your call went to their staff?
Only suggest it because my (phone only service) dealings with Primus have never been anything but good.