Primus Reviews

  • Primus Saver Representative

    by Primus Saver Representative at 11:18 on 12 Jul 2014 | registered | 49 posts

    Hi Nigel,

    Is there an issue I could help you with?

    Kind regards,
    Shay

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  • unhappy

    by nigel at 13:56 on 8 Jul 2014

    DO NOT TOUCH TERRIBLE SERVICE ALL ROUND AND CHARGE FOR THINGS NOT DONE..ROUTER IS USELESS AS WELL

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  • Primus Saver Representative

    by Primus Saver Representative at 09:35 on 1 Jul 2014 | registered | 49 posts

    Hi Chantelle, Patrick, Matt, Carolyn, Pippa, Cassie and C.Hawken,

    We are very sorry to hear that you are not fully satisfied with the services provided. If your issues are still unresolved and you would like them to be looked into, please send your account details (or full address including postcode) via email to onlineteam@newcalltelecom.co.uk.

    Kind regards,

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  • unhappy

    by hectorroxy,(C.hawken) at 15:54 on 19 Jun 2014

    +I refer to my last e-mail, my phone line IS STILL NOT WORKING!
    I would remind you, that our contract states that YOU will supply me with access to a land line, no matter HOW much I use it.
    Last night I lost my mobile in the house, I went to phone my Mobile line, and the line was off, I'm fed up with your cavalier atitude and disrespect of your customers, I'm going to contact the CEO, of your company to let him know, what type of staff he has working for him.
    Your firm needs s kick up the back side, get my land line working, this is the second e-mail I sent you, in total I have now spent THIRTEEN HOURS, nursing your company through your work practises.
    I don't want to sue you, cos I have better things to do.
    Quite simply, you are making me even more angry, then I get bloody minded, this is your last chance to correct YOUR errors, then I will go to Broad band Genie, gather up other disgruntled "customers", (victims), and initiate a class action against your moronic firm, this will hit you in the wallet,AND you will get a CCJ, you won't pay, so we can send the bailiffs in,
    I won't get mad at you,I'll get even
    yours in disgust
    Clinton Hawken LL.B (LAW)
    ps this is going on Broad Band Genie, so your incompetance is further made public


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  • unhappy

    by hectorroxy,(C.Hawken) at 23:38 on 18 Jun 2014

    Dear Matt, Yes we can do a class action, I discussed it with some legal mates over a drink, Promarily focussing on the billing dept. We are NOT lending institutions, and therefore entitled to claim stat interest rates. If we get just 10, claimants, PLUS our expenses,eg: taxi cab to and from Court, plus £5.00 per every hour,(this is now enshrined in precedant, from a Court Case), where if a firm waste your time , by not perfoming it's contract properly, you may charge £5.00 per hour!, Primus, have so far wasted 12.5 hours of my life...(so far), they owe me £62.50!! What really got MY blood up is the letter I got from them,(after, MANY warnings), Is that my phone line is cut off!! but not the broadband. I have pasted their reply, but they still get it wrong.
    So the next thing is to inform Head Office, which they wont give! and let THEM knpow , what a shower of idiots they employ, and see what Anne Robinson of Watchdog fame, has to say about these morons...
    Dear Mr Hawken,

    Please accept our sincere apologies for the inconvenience you have experienced in respect to your services with NewCall.

    At NewCall, we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations.
    Looking at the bill you have mentioned, I can confirm that this should not have been charged as your package was supposed to be amended to the unlimited broadband allowance. I can confirm that this has now been amended to the correct unlimited broadband allowance and you should not receive any excess broadband usage charges. The incorrect charges you have received for the excess usage in March and April have been credited back onto your account.

    This can be seen on your new June statement. As the broadband charges have been backdated there is a further credit of £ 98.15 ex VAT and the corrected backdated charges of £27.18 ex VAT for broadband. This leaves your account in credit of £ 72.35.

    We deeply value your relationship with NewCall and are committed to providing all our customers with the highest level of service simply because our customers deserve the very best.

    I apologise for any inconvenience this may have caused and hope that your dealings with NewCall in the future are as easy and high quality as we aim to provide to all of our customers.

    Many thanks,
    Jo

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  • unhappy

    by cassie at 20:04 on 18 Jun 2014

    This has got to be the worst company I've ever had to deal with EVER!

    According to Primus Promotional Offer on http://www.primussaver.co.uk £15 off your first bill (It’s still being advertised now). My 1st bill arrived NO £15 CREDIT. I sent them an email and their reply was…

    "Thank you for your email, as you are aware we are the correspondence department, we handle our customers queries via email. If you require to speak with an agent please call 0800 036 3839. I can also confirm a credit of £15 has been raised to be placed onto your account”

    On the due date, Primus deducted the full amount (without applying £15 credit) which as a result caused my account to be in overdraft.

    I then contacted their customer service and not only was she being rude, but I was told I did not qualify for a call back and that they are not responsible for any of this.

    Well PRIMUS YOU ARE RESPONSIBLE FOR THIS. YOUR ADVERT STATED £15 OFF YOUR 1ST BILL, NOT 2ND, 3RD OR 4TH.

    SORT THIS OUT PRIMUS!!!!!!!!!!!!!!!!!!!!

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  • unhappy

    by pippa at 15:56 on 18 Jun 2014

    here we go again!!!TOLD YOU I WOULD BE BACK !!! now i have been informed today that i owe them a bill for March 14???????? strange they never mentioned this before now however i have just checked with my bank and all payments have gone thru to New Call. I called them and they requested statements sending to them confirming this! ok. this has cost me £30 even though i have paid my bills, Are they going to give me this back plus the delivery postal charges of a signed for letter?? I am a pensioner on a state pension only !! i get very little as it is, they know this, long story !!!!!!.............. It seems they have to raise their ugly head every so often to cause a little more stress don't they....... Perhaps if the morons taking the payments which i do over the phone collected and filed the correct payment info their records would be straight,,, i even checked my account payment summary and they have got that wrong how can they miss payments that the bank can verify them receiving????????????? Sick to death of these, inconsiderate, rude ( yes one chap spoke to me like i was something he had stepped in !!! ) when i tried to tell him i had made the payments..... what a pity he was not standing in front of me at that point!! I would have certainly put that little boy in his place make no mistake, like i said before i may be a pensioner but I am neither senile, or have demetia, and can still stand up for myself when the need arises.. so lets see what transpires THIS TIME NEW CALL.....OH I HAVE MISSED YOU !!!!!!!!!!!!!



    Roll on when the contract is up thats all i can say.........

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  • neutral

    by Carolyn at 12:29 on 18 Jun 2014

    Would not even recoment to my worse ememy. Absolutely cannot believe that they have received 5 stars. I have been with them for four months, been charged for service but have had no service for the past month. they do not make return calls, do not improve their customer services based upon customer experience. I was expecting what I paid for because it is cheap but I am getting nothing.

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  • neutral

    by Colin at 12:36 on 17 Jun 2014 | registered | 1 post

    I have been with Primus for just over a year now and have to say the service is brilliant. I have both my line and internet through the company and have saved my family considerable amounts of money during my contract.

    I have previously had a billing issue when changing my package but with the facilities they provide i was able to see the error and contact them through their various channels. They were very efficient and friendly over the phone and my statements were amended for the next month.

    I must be one of the happy customers, it's a shame not all of them think to post!

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  • neutral

    by matt at 09:32 on 17 Jun 2014

    Hectorroxy - sorry to hear about your nightmare with Primus - I too had endured months of their nonsensical billing - although I'm glad to say they never tried to take over £700 from me (!!!) - the reason I am replying is that the amount they initially tried to overbill you (£86.77) is remarkably similar to the amount they tried to over bill me (£81.77) - anyone think they have a guy in accounting just adding £50 charges to every new customers account - hey - if they even get just 80% customers challenging this then they're still making money on those customers who don't check?!

    Is there any way that a 'class-action' style lawsuit could be bought against this company?
    It's obvious that almost every commentor on here is unhappy about their service and they seem to employ the same tactics of ineptitude for all new customers - surely they are aware of their billing process being flawed but are unwilling to make amends to correct this?

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  • neutral

    by patrick denby at 13:18 on 13 Jun 2014

    Terrible service. Problematic connection reported & required many many phone calls to arrange a technician visit one month from initial report. Awaiting visit & hope that it can be sorted. REGRET & ANGRY

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  • neutral

    by hectorroxy,(C.Hawken) at 23:43 on 11 Jun 2014

    Dear PRIMUS
    Your firm, without a shadow of doubt is one of the most inept,unprofessional, service providers I have ever used.
    Your firms ability, to comprehend and understand and SERVE, your customers is breath-takingly STUPID, and you can't train STUPID!
    Im sick and tired of CONSTANTLTY, having to monitor my bank account, because your MORONS in accounting cannot get their my bills right!
    It is not MY job, to oversee and monitor, your firms work practises.
    Now get this, I'll put it in CAPITALS, so that can clearly se it...
    I'M SICK AND TIRED OFF PHONING YOU, TO GET MY BILLS RIGHT!!
    i HAVE SPENT A TOTAL OF 8 HOURS ON THE PHONE TO YOU ABOUT THE SAME f######G THING. HERE IS MY HISTORY...sort it!!!!

    When I first signed up to you ,I was on a limited service of approx £17.00 amonth,
    Having received bills from you in the first 2 months of OVER £30.00, I phoned,(another long wait), and decided to have unlimited package.this was agreed over 1 YEAR AGO,
    On checking my account, you D.D.(direct debit),me for(27/feb) for £86.77
    I phoned my bank, who AGREED, with me and indemnified me and clawed the money back, then and ONLY then you responded, did I get a phone call from you? No. you cut me off!!
    Another phone call,(another long wait), I was told this was for OVER USAGE ON MY ACCOUNT, no says I, I am on unlimited, I have the E-Mail confirming it. Why?
    Your operator didn't note it on the screen/account.THEN CARRIED ON OVERCHARGING ME, as if I was on a premium package
    You have one shining star, in your cow-boy firm ,and that is Ms K.Crook, she alone methodically went over the account, and confirmed, (wait for it!) YOU OWED ME MONEY!!!!.
    tHE AMOUNT YOU OWED ME WAS £60.00, why? again you had me down as a premium user, when I have an UNLIMITED PACKAGE...

    Ms K.Crook, then agreed, that I would NOT be DD'ed until the £60.00 CREDIT, was used up.

    However Primus set a new low,and failed to reach it, by DD, from my account,(27 May), you tried to deduct.........£719.61!!!!!, WHAT WAS THAT FOR? OVER USAGE?? , my PC would have to be running day and night, you morons.
    Another phone call,(another long wait), I spoke to, CSU, oh yes sir, I will follow this personally and get it right, I've done this twice, been told the same thing, that it was sorted.
    Again you excelled yourself in ineptness, why? On the 1st June , you sent me a letter, headed over due balance for £719.61!!!
    Another phone call,(another long wait), then patiently explainedthe sitution,
    oh yes sir, I will follow this personally and get it right, I was told.

    Yeah, and pigs fly,On the 2/july, you tried again, to DD, for the same amount, it was refused.
    Now on the 9th June, you have tried to DD, the same amount!
    I am contacting the bank to indemnify that amount! see how you like it.
    Guess what? I have a Law degree AND a PG, Dip in Law, which means I will search Company House, find out YOUR directors and show them the amount of bullcrap,I have had to suffer.
    It transpies that, you are in breach of contract, because you have failed to provide a service,(check Sales of goods and Services Act, YOU, have forced extra stipulations on me ,not agreed to.
    IN Court it was decided ,that to put a person back in the same position, when they first made the contract, Financial compensation was correct, it has been decided IN LAW, that £5.00 per hour, was adequate, I have spent 10 hours, overseeing your work practises, therfore I want to claim £50.00 from you, for all MY wasted time.
    I DO NOT OWE YOU ANY MONEY-YOU STILL OWE ME,
    There is a joke about Primus on Broad-band Genie, it's this, When a boy was asked want he wanted for Xmas, he asked for a Cow Boy outfit, so his Dad bought him Primus!!
    Finally I ask one last time, get thing right, you clearly have no communications in your business structure, or you are staffed by Morons!!
    If you got this far well done, your eyes haven't glazed over, because you have so many complaints, so I'll chance the fact that I'll give you my mobile number,(you already have my land line, and that YOU will call me and say you have sorted this.
    Do not test my patience, it would be quite intersting watching one of your manager/rep eating crow in Court, while I charge you for wasting my time, with the statutory interest rate at 8per cent, and a County Court Judgement against Primus.
    I am also posting this on Broadband Genie, you should read it....Sort it out...

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  • neutral

    by Fiona at 13:47 on 9 Jun 2014

    This has got to be the worst company I've ever dealt with. Had my phone with them for a couple of years and they constantly got the line rental wrong (higher of course). Only persistent badgering by me sorted it out eventually. Stupidly decided to switch my broadband to them too as my other provider sold out to Sky which I wasn't happy with. HUGE mistake, they don't even understand about having to get MAC codes to transfer the service. Customer service told me that the broadband was live when they hadn't applied for a MAC code, and hadn't even sent me a router. I had to explain, that putting it on their computer that I was now a broadband customer, and charging me for it, didn't mean that I had the broadband, they had to actually set it up. Always polite enough, but just blatantly lie about everything. They don't know what they're doing and they don't care. In the end I cancelled the order as they still didn't send a router after 4 weeks or arrange for transfer from my old provider. Now they've got credit control onto me for not paying the bill for the broadband I never got! I've given up with them and are going through OFCOM and Trading Standards now. DO NOT USE THIS COMPANY, THEY ARE CHEAP FOR A REASON!!!

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  • neutral

    by Chantelle fisher at 12:18 on 9 Jun 2014 | registered | 1 post

    I have lost hundreds of pounds because of this company making a billing mistake. The staff are rude and unhelpful. Don't be fooled by there cheap quotes, they'll soon have those bills rising. They'll also make your contract even longer without even telling u! Absolutely awful company!

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  • Primus Saver Representative

    by Primus Saver Representative at 11:00 on 9 Jun 2014 | registered | 49 posts

    Hi Sharon,

    I'm sorry to hear about your dissatisfaction with the services and customer care provided. If you would like me to look into this for you, please send your account details to onlineteam@newcalltelecom.co.uk.

    Kind regards,
    Shay

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  • Primus Saver Representative

    by Primus Saver Representative at 10:56 on 9 Jun 2014 | registered | 49 posts

    Hi Laura,

    If your issue is still unresolved then you may have a fault. If this is the case, please send your account details to us at onlineteam@newcalltelecom.co.uk.

    I hope this helps,
    Shay

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  • Primus Saver Representative

    by Primus Saver Representative at 10:54 on 9 Jun 2014 | registered | 49 posts

    Hi Jane,

    I sincerely apologise for the issue you are facing. If this has still not been resolved, please send your account details and query to onlineteam@newcalltelecom.co.uk so it can be looked into.

    Kind regards,
    Shay

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  • neutral

    by Sharon at 17:51 on 4 Jun 2014

    If anyone is thinking of moving to this company DON'T...... I have been lied to (all recorded), given incorrect information, they have gone to Sky without my permission.... Didn't provide the service they put on the contract I signed, customer service totally useless, poor girl was on with me for over an hour, kept putting me on hold, no supervisor would come to the phone, just kept being told someone would call me back in 72 hours.... Oh but get this, if I do want to cancel, they won't charge me for an early contract end date... Really, they haven't provided what I signed up to, contacted people without my consent, they have broken, lied and misrepresented themselves and the service.... What contract... Please avoid them and let all your friends, neighbours know

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  • neutral

    by David at 12:44 on 29 May 2014

    If you have been sweet talked in to signing up with New Call by Carphone Warehouse; write a letter of complaint to their chief executive at there head office in London.

    Chief exec is ANDREW WILLIAMS

    Send it by recorded post.

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  • neutral

    by laura hunsdon at 16:04 on 24 May 2014 | registered | 1 post

    hi i need some help just received it today and nothing is working the internet light is not even lit up but the others r ive done exactly as i should so im confused as what to do ? plz help

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  • unhappy

    by Jane at 21:40 on 22 May 2014

    I am sick to death of this firm. I moved house in February and duly informed them. I paid my bill in full and yet I have been harrassed and pestered for payment. Each time I ring them and confirm payment was made, send copies of my email confirming the house move and cancellation etc and each time they say they will note this on my account. Today a letter came saying they had passed my details to a collection agency. Each time I ring and an unhelpful advisor says the same thing. You need to email us and send copies of your previous emails and then this can be closed. No one ever apologises and no one seems to take responsibility for the customer services issues I am raising.

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  • Primus Saver Representative

    by Primus Saver Representative at 15:07 on 20 May 2014 | registered | 49 posts

    Hi Nailia,

    I'm sorry to hear about the issues you are experiencing. If you would like this to be looked into, please send an email with your query and account details to onlineteam@newcalltelecom.co.uk.

    Kind regards,

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  • neutral

    by Nailia at 20:52 on 13 May 2014 | registered | 1 post

    Absolutely useless company! Your company is BIG BIG PROBLEM FOR ME!!! I agree with all unhappy customers that Primus Savers Broadband Company should be shut down, because it is illegal.

    I have been with this company nearly 2 months, and would like run away from them as far as I could. Three weeks ago I have sent a letter to the customer services asking to terminate the agreement for breaching the contract. I warned them that going to take the matter to the courts. But still now do not have a response.I have been promised up to 17 mbps download speed, with no traffick control, but in reality I could not access my emails for most of the times. I am having only 2-3 mbps download speed, even sometimes only 1 mbps.

    I would say AVOID, AVOID this rubbish company, STAY AWAY!!!

    Why we should suffer, may be we need to sign a PETITION! Do you have any idea?!!

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  • Primus Saver Representative

    by Primus Saver Representative at 15:32 on 29 Apr 2014 | registered | 49 posts

    Hi,

    If you would like some help with your issues and queries, you could send your account details to onlineteam@newcalltelecom.co.uk

    Kind regards,

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  • neutral

    by Nigel at 22:44 on 28 Apr 2014 | registered | 4 posts

    As usual Primus have gone back on their word.
    Staff said bill fully paid off and not to worry, had a email confirming I owe money (that I do not) and now despite Primus knowing full well my Wife's mental health and disabilities, despite being emailed full documentation including screenshots, now have a Debt Collection Agency chasing a disabled woman with mental health issues!
    Avoid this Company at all costs!
    But if you like being lied to and talked down on by rude ignorant staff, where you sign up for a 12 month contract only for the Company to increase the length without your knowledge then sign up.
    But please just pay a couple of pounds more to another Company - how much is honesty, trust & peace of mind?

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  • neutral

    by Zamir alam at 16:44 on 26 Apr 2014

    I contacted customer services several times every time they weren't sure what the problem was. Said they would look into it and get back to me, ended up waiting weeks going back to them. I decided to leave and wrote a letter of complaint hoping they would take me seriously, they ignored my details of the poor service and instead said looks like my problems been sorted. The complaint was primarily about the service which they won't comment on. The same will happen again as it looks like they haven't learnt from my experience.

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  • neutral

    by Vicki at 19:26 on 25 Apr 2014 | registered | 1 post

    PLEASE DO NOT INSTRUCT PRIMUS/NEW CALL TELECOMS. I have had nothing but broken promises, find their staff unprofessional, have a poor and weak reception that keeps dropping out and have now just been cut off when an engineer was due to connect my phone line to the office. I've made a second formal complaint against this company due to loss of earnings and they still don't care, ignoring the first.

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  • Primus Saver Representative

    by Primus Saver Representative at 09:43 on 23 Apr 2014 | registered | 49 posts

    Hi Sarah,

    The checks that you had to perform are mandatory. If an engineer is sent out and they find that the issue could have been resolved by performing these checks, you would receive a charge for the call out. We try to ensure that our customers avoid this. If you have any further queries, please contact us at onlineteam@newcalltelecom.co.uk

    Kind regards,

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  • neutral

    by Sarah sharp at 16:11 on 15 Apr 2014

    After having no broadband or phone connection for a week I tried ringing to ask for advise, no luck as the only numbers I can find are for the offices which are closed all weekend. Great help that is! Then today was on hold for 12 minutes (although a free phone number) I gave up as it would cost too much. I then decided to email, to which I had a reply (which didn't offer to ring me direct to save my bill) that stated there is a fault (I had to ask what the fault is) and I was required to do checks myself before they will send an engineer out and if the engineer finds a fault with my equipment I will be charged. Well I'm sorry it's just not good enough. I have only had this for roughly 3 weeks and 1 week ago it stopped working. I will not be recommending these to anyone, quite the opposite!

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  • Primus Saver Representative

    by Primus Saver Representative at 15:06 on 12 Apr 2014 | registered | 49 posts

    Hi,

    Nigel, if you have any issues or queries, please do contact send an email to onlineteam@newcalltelecom.co.uk.

    Bill, I believe that your issue has now been resolved. If it has not, please contact us at the above address.

    Helen and Malc, please send your account details to onlineteam@newcalltelecom.co.uk so that we can look into this for you.

    Kind regards,

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