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 firstname.lastname@example.org
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 email@example.com
If you have any issues you need help with, please send your details to firstname.lastname@example.org 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.
Phone the support number given to you and ask "how do I setup online accounts". You will be put into a good queue that tells you how long you have to wait, unlike BT who tells you "your call is important to us" and leave you thinking they have all gone to the pub.
Their online accounts are excellent in detail except missing a usage meter to let you see how much broadband you have used - they have promised to give us this - still waiting!
David, as you yourself hust said in points 4 and 5 they are NEVER rude, they just are saying what you don't want to hear.
They have thousands and thousands of customers, if their process settings were wrong, they would be out of business.. Work with them through your technical problems and they will fix it - In my case it was a faulty cable kept dropping the line - BINGO!
can anyone tell me how to set up online accounts i give up looking for a set up page
Whats rude about newcall telecom?
1... They think that if an answer is made then that is a reply, even if it completely avoids answering the question or point.
2... The customer is wrong.
3... The customer is to be held over a barrel.
4... Never directly be rude, just say no indirectly or imply no.
5... Say the harshest things softly and politely.
6... We are never wrong. We do not make mistakes.
7... You check your settings, our settings are perfect.
8... Never give in brow beating the customer into submission - again we are correct.
These are just some of the points. Many are related, but still need to be mentioned.
Sharon, sorry to hear you are at the tether's end but I have never found Primus/Newcall incompetent or rude quite the opposite. What exactly is wrong with their service to you? and I'll try to help understand
Hi Sharon Docherty,
I am very sorry to hear you are such an unhappy customer. If you would like me to look into your account and any issues you may have, please send your address and account details to email@example.com
Seeing as I get no response when I email newcall telecom direct, hopefully I can get some joy by adding my complaints to the numerous others on here!
I could not agree more, how incompetent and rude the vast majority of the customer service team are at Newcall Telecom. They never give a straight answer, try to baffle you with contradictions and then you can hear them laughing in the background when you are so frustrated you request to cancel your contract and they give you the 'you're in a contract' garble. Well so are you and if you're not providing the service described in your contract, why should we pay for it. I am absolutely at the end of my tether and have will be contacting citizens advice about it. Does anyone else know who I can complain to about them, such as the ombudsman?
Editor - Matt Powell
Agreed with Peter on the email - sign up for an independent email provider and you never have to worry about losing your stuff when switching ISPs. Gmail and Outlook are both good options, but if you want something more powerful I can highly recommend Fastmail.fm.
"Primus Max package with unlimited data (fair use limit applies)."
A little surprised the company representative hasn't mentioned that the FUP has been abolished on the residential service. It's still mentioned for business users only.
Also, no mention of the latest deals where you can get Fibre based connection with speeds of up to 38 Mbps or up to 76 Mbps, if you can get FTTC (fibre to the cabinet).
I'm not a Primus broadband customer yet, but do have my phone line with them, and asked about the fair use limit a week or two ago (and the lady I spoke to in Bolton[?] was friendly and very helpful).
Primus rang me some months ago to offer to lower the line rental (I've rented for about 2 years now, just the basic connection with no included calls (not even at the weekends, as I have a mobile on contract).
For Melvyne Cunliffe - just curious as to why you (and others) stick with ISP mail services ? I've used different services over the years and find that switching ISP tends to cause lots of work in updating mailing lists for newsletters and firms I want mail from. In one case, after 8 years with an ISP called UltraNet (ultranet.com) they were taken over by a big firm from another part of the country and my mail address (used for 8 years) was wiped out within 6 months. I switched to a web-mail service, called Runbox, but there are others (free and fee-paying) so I'd now happily suggest GMail (Google Mail) or Outlook.com (Microsoft Live Mail) as you can access your mailbox from a laptop or desktop, or from a mobile phone and it works even if your ISP connection is down (eg via a mobile phone).
Only mention it because after the hassle I had when my much-used mail address was lost, I'd never go back to using a mail address from an ISP as my "primary mail" - maybe useful for mail from my ISP, but not for everything I get.
ISPs are best (in my view) for connection to the internet, but mail and other services can be better from dedicated services separate from the ISP.
swiched over to primus in july got no international line for 3 mts now lost land line in storm phoned= 3 no joy yet
We are in the process of implementing a solution which we are confident will resolve the issue. We estimate that these measures will take around 24 hours to complete so please allow time for this to take effect.
Once again we sincerely apologies for any inconvenience caused.
At last my Primus email system working.
Sorry, wrong info. Primus email system still down.
Primus email system now up and running at last.
"Again, I apologise for any inconvenience this may cause you. Thank you for your patience."
Down for a week - Jeez glad I don't use Primus email - but the rest of their systems still doing fine for me :~
The status of Primus email's system is still down and developing into a disaster for many customers. Perhaps Primus should give daily updates on Genie.
Just a quick update to all of our customers who are experiencing problems accessing their Primus broadband emails;
Our technical team are working on this around the clock to have this back up and running, unfortunately we have been advised this will not be rectified until after the weekend. Once we receive any further updates, we will pass them on to you.
Again, I apologise for any inconvenience this may cause you.
Thank you for your patience.
All was going so well. But why can I not get emails? Server down for 48 hours with no indication when it is going to be resolved.
I've been with Primus for several months now and thought I'd wait and see what I experienced before commenting. I have to say that I'd recommend Primus to anyone.
There was a slight difficulty when I tried to sign up. The new sales number is exactly the same as the customer services number and as they'd had a slight problem with billing, their lines were particularly busy. I eventually got through and my order was set up. My initial thought was that they really have got their priorities mixed up - "why should a new customer have to wait in a queue to place an order??!". I thought about this afterwards and reached the blindingly obvious conclusion that they treat all calls equally. Rather than a sales line that answers the call in two rings, then when you're an actual signed up customer give you another number that takes hours to get through to deal with any sort of query, they instead treat existing customers with the same priority that they give new ones. That's unusual nowadays and I have to say that I like it. It makes it feel like you have some value to Primus.
The phone was connected by Openreach. I have laminate flooring and the installer even said he'd take his shoes off before coming in! (Well, he could see I was house-proud).
The phone worked fine and so did the BB. 10mb actual speed. For the phone and evening and weekend calls and BB it was going to cost me £12 pm. The cost of unlimited BB rises by £2 to £4 after the intro period.
Last week I received my latest bill and decided that I'd need calls during the day so rang up to see how much it would be to add this on. I rang at lunchtime (silly time to ring as the staff have to eat). It took 15 minutes to get through but as they give you very regular reports of what number you are in the queue it didn't feel like that long. (Try ringing BT...) When you get through there are no accent problems as the staff are in the UK. The upshot was that it would cost me an extra £1.50 pm for daytime calls - and I accepted.
One point I wasn't happy with was the way the call was handled. When you ring a telephone company you are supposed to put the phone down feeling annoyed and frustrated when the call is ended. I wasn't - I was still laughing cos the girl who answered was quite funny. That is not the way it was supposed to be. Your staff need to be more miserable and grumpy and perhaps more intensive staff training could prevent them being so pleasant? ;-)
Primus - deffo!
Been with Primus/Newcall 1 year - good service, English speaking reps answered my few calls in minutes. Low cost calls, high speed broadband 99.9% uptime
Just about to move house and saw the good financial deals this company offer, but after reading these reviews I don't have a death wish. All the stress described would kill me
And remember there is no way that primus want to admit that anything wrong happened by their hands!
Hi Dan R,
I am very sorry to hear the issues you have experienced. If you could send me your details to firstname.lastname@example.org and I well look into this for you and ensure you do receive the call back as promised.
This company is a joke. The direct debit was moved ino my name last month as my housemate moved to Berlin. On Wednesday (4th sept) I noticed our Internet was down. I rang them on Thursday, waited on hold for 25 minutes to be told 'hello, our systems are down, call tomorrow' by a rude, ill mannered advisor.
So I did, and on Friday I was on hold for another 25 minutes. This time another (rude) advisor informed me our Internet had been cut off as we have gone over our usage and I had to call credit collections. I don't have a landline so this morning I have had to travel to work onto ring them as the 0800 will cost on my mobile. I was told the we have overused our 20gb plan by over 100gb!!
And this was just for September!! So essentially they are saying I used 120gb of Internet in around 3 days. This is quite obviously not true! And they want £200 for it! I asked for a breakdown of my daily usage which she was unable to do.
Apparently someone will be calling me Monday; I highly doubt I will receive this call. They are liars, and scammers.
I have never actually agreed to any contract as well, my old housemate will have but since the account was moved over to me (with a new account number) I have agreed to nothing. I look forward to speaking to the ombudsman about this and hearing their advise.
@David it has been a pleasure to read your long standing encounters of the third kind with Primus/Newcall.
I am delighted it has ended well and if I have helped in my small way I am pleased.
THE CUSTOMER IS ALWAYS RIGHT is such a simple application to service resolution. Again for the record I say I find Primus an excellent provider and hope you new contract with TalkTalk is OK
best regards mate.