I'm sorry to hear that you are experiencing some issues. if you would like these to be looked into, please send your account details to [email protected]
I paid you for a phone and broadband service. It was okay for a while - reasonable speed where I am (3Mb). After 3 months, my next door neighbour had a line installed by BT. BT or Openreach used my line in order to satisfy my neighbours order. This was done by them without any authorisation by me or Primus. I believe it is called "Slamming".
I called Primus many many times in order to get to a resolution. Each time I called, I had to wait in a queue between 15 minutes and 35 minutes in order to speak to someone. In between I was spending a lot of time writing emails too. All that Primus did was compound my anger and bad feelings of their organisation. Making promises to do things, call back, etc. But it took weeks of calling to get my line back. My speed has reduced to 2MB. I must have spent the equivalent of a working week on phone calls alone. My service agreement was made with Primus (Newcall) however when I asjked them about compensation for my lost time, grief and loss of service, all they could suggest was to contact Openreach directly. This is despicable !! Primus are a disgusting (dis)organisation. Full of lies.
I am currently preparing an information page (.info) in order to warn potential Primus customers of the problems they will face if they have problems.
When something went wrong and I first called you, I would have much preferred you to have been really honest with me. Perhaps saying something like.... "Dear Mr. Puddu, We ain't gonna sort this out. Better to pack in your service and go elsewhere!" That would have been more helpful.
Cannot believe the moaning minnies in here. Mark asks for installation involving an engineer then goes off on holiday for a week and THEN complains about a router being left on his doorstep - get a life!
Two years on-line no problems fast broadband cheap international calls even - great service
Hiya. I left wrong email. The abovementioned one is the correct one. That Primus Saver know and have as they have had several. Wrong email in complaint but same sentiment. Terrible company and customer services a joke.
old style pushy and lie about service and prices to get your business. As mentioned.Have not resolved or even attempted to. Still not collected Router, requested last month.As stated before no engineer as per agreement, and dead phone line. So Router never going to work. Customer services, take forever and never resolve the problem and very rudely especially as they know you are phoning from a mobile, do not call you back as promised.
You have wasted my time, patience and made me lose my trust in small companies. I have what I had a month ago No Broadband. No I tell a lie I have a bill from yourselves, for no service and its way more than that stated and written on application form by salesperson. You should pay me for all the calls I made to you, probable £10 plus.
Shameful way to try to conduct business.477
(New Call) Primus Saver. I would advise you not to use this company ever. Their sales person lies or the company lies.
I was told and have it in writing that free installation and free engineer, and free phone socket as mine is several years old (was BT phone socket that never had any problems) engineer date to be set up by post..No letter or appointment by phone for engineer and instalment.Router box left at door when I was away for a week, for any one to take! They have several phone numbers but no one to answer them quickly usually about 10 minutes, Router box never worked, called about a dozen times, they promised to check and call me back and they did not, as phone line still dead I had to use my mobile at 14 ppm. Only one professional person actually called me back one day from the Technical dept. I tried calling them for around 4 days, no one could help. I also Emailed them several times, I eventually got a reply a day or two later. Sent other emails, no reply. I informed them to collect their Router, if they want it, as they have brocken their contract.They have also sent a bill for a lot more than the agreed amount. Adding insult to injury. Do not use this company. I want a free postage sticker to return Router or they can uplift it.
I think trading standards should also be informed.
This is about a month now..
Elizabeth McGuiness (contact centre manager) and Primus Saver should be ashamed of themselves
Hi Steve H,
I'm sorry you feel this way about our service.
At NewCall Telecom we pride ourselves on providing the best Customer Services available.
Please can you email me your account details or full address including postcode to [email protected] so I can have a look at exactly what went wrong during your signup process and make sure this does not happen again?
Signed up for money supermarket deal for £12.50 line rental, they changed it to £13.99 the same day when contacted told me it was my fault and to sort it out with money supermarket asked to cancel was told i couldn't and would have to pay for the full 18 month contract after numerous phone calls and emails got contract terminated by quoting the 14 day cooling off period.
some staff at customer services talk to you like you are a idiot and use bullying tactics, anyway glad to have terminated the contract and will avoid primus or any company associated with them in future not a good experience and now would rather pay extra and use a reputable supplier. Beware of this company's customer service tactics
Is there an issue I could help you with?
DO NOT TOUCH TERRIBLE SERVICE ALL ROUND AND CHARGE FOR THINGS NOT DONE..ROUTER IS USELESS AS WELL
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 [email protected]
+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
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.
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!!!!!!!!!!!!!!!!!!!!
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.........
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.
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!
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?
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
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...
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!!!
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!
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 [email protected]
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 [email protected]
I hope this helps,
I sincerely apologise for the issue you are facing. If this has still not been resolved, please send your account details and query to [email protected] so it can be looked into.
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
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.
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
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.
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 [email protected]
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?!!