ComplaintsforPrimus Canada (Residential)

• Initial Complaint

  16/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 10th - I phoned Primus and ordered this service. They stated that the wifi router would be mailed for me. I asked for a April 2, 2024 install date. On April 4, 2024 the tech arrived and installed the lines. I phoned customer service and was told my router was on route and they gave me the tracking number. On April 6th the tracking number stated that the package had made it as far as Edmonton and had been turned around. On April 6th I phoned customer service, explained the issue, they stated they would re-send out new equipment. On April 15th, I still had not received my equipment, I phoned customer service - the first time the rep put me on hold, then disconnected. The 2nd time i called i was just immediately disconnected. ON April 16th I phoned spoke with a customer service rep, was transferred to the cancelation department as I want to cancel my service for lack of equipment. The cancelation dept told me that no replacement equipment had been sent out, he asked to put me on a 5 min hold to "speak with the back room", after 55 min on hold I was disconnected. I phoned back, went through the options to get to the cancelation department and was again disconnected. I want to cancel my service, but they refuse to take my call.

  Business response

  16/04/2024

  Hello,
  
  This serves to confirm we have canceled the service as requested.
  
  No charges will be applied.
  
  The complaint is now resolved.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  **** ***** / Executive Response
  *********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the month of February I (****) called Primus Telecommunications to switch internet services. A few days later a modem was sent to my address. A female agent said a technician would be at my address on January 8, 2024 between 4 - 8pm, I called on January 5, 2024 to confirm the technician coming out, a male agent said I do not need a technician and none will not be coming out, he will guide me through the connecting process, I told him I am not comfortable with this as I do not know how to set up an internet service. The male agent said he will not be sending out a technician. I had no further conversation with Primus. After waiting for about a week, I return the modem unopened. Since the month of January Primus have been billing me the cost of the internet. I called on a number of times stating I do not have Primus internet service, it was never installed at my home. Time and again they said it is showing an active line at Primus even though I do not have a modem for Primus. As of the time of making this complaint I am still being bill for internet services. I received a mail if I do not pay for the internet my phone service will be disconnect. Please assist me to bring this problem to a conclusion. Thank you

  Business response

  05/04/2024

  Hello,

  We wish to confirm we emailed the customer and we confirmed her Internet service was cancelled in March, and we applied a credit for the billed charges.

  This complaint is now resolved.

   

  Sincerely,

  ******* ******

  Executive Response Associate

  Primus/Distributel

   

   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My internet access has been interrupted Friday March 22 despite bringing my balance to zero by making three strong payments of $200, $50 and $100.55 respectively. I tried to call and speak to a manager on two occasions and staff were not willing to transfer me. I explained I need internet to work, and have three teens who need internet for school and despite that, the best they offered was March 27 and a $20 credit on my account. That 5 five days without an internet connection. I have been forced to purchase an add-on and use my mobile data. This has cost me $50. Today it has affected my performance at work as I was unable to join two virtual meetings. I will have to work in an office which will cause further expenses for transportation and food. My account number is *********. The resolution I seek is one month or similar free internet service. 

  Business response

  16/04/2024

  Hello,

  We called the customer and we explained his service was disconnected due tp a balance owing on his account.

  The service was reactivated however our customer was greatly inconvenienced; we agreed to apply a credit to cover one month of service.   

  This complaint is now resolved.

   

  Sincerely,

  ******* ******

  Customer Escalation Advocate 
  

   

   

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I repeatedly asked primus to cancel the internet at my rental property. The service was awful so the tenants decided to go with a different company. Primus just kept charging me and not cutting off the service. Finally I stopped paying for the service and then they finally cut it off. I paid for the service for 6 months with zero internet usage. Then stopped paying and they continued to charge me for another 4 months which also had zero internet usage. None. Zero. No one was using the signal. After I refused to pay for the final 4 months, then sent my bill to collections. Really they should be reimbursing me for 10 months of service but I didn’t want to deal with the headache. Now they are threatening my credit. This is literally robbery. I called them repeatedly and told them to cut off the service. There was no contract I had to buy out. My contract states I could cancel at anytime WITHOUT penalty. I had primus at the property for years before cutting off service and never received a hardware upgrade or anything that could create a contract. I returned the modem/router. The amount listed is what was sent to collections. I can pay it but it’s the principle. This isn’t ok.

  Business response

  13/02/2024

  Hello,

   

  To resolve the complaint, we agreed to credit the balance owing in the amount of $ 233.17 and we are removing the file booked with the agency as listed in error.

  We apologize for not replying sooner; we were awaiting to hear from Mr. ******.

  Since we did not hear from Mr. ******, we are closing this  complaint as resolved.  

  Sincerely,

  ******* ******

  Customer Escalation Advocate 

   

   

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Jan/7/2024 we were to have a scheduled technician come to our place and install our new, upgraded modem for our primus internet service. We were reassured that ordering this new modem/upgraded service wouldn’t affect our current internet service. Nonetheless, the technician no-shows without a call or anything. On Jan/8/2024 our internet service was cut. Each day thereafter we scheduled a technician, and each time they never showed up. It is now Jan/11/2024 and this is the fourth day we have havent has internet that we’re paying for. And the 3rd time a technician has never showed up. The only answer we get from primus is another reschedule. Absolutely the worst experience I’ve had with any business of any kind. Absolutely no regard for their paying customers. I’m tired of harassing customer service. I just want the service we’re paying for. I feel absolutely swindled.

• Initial Complaint

  22/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Requested internet move fro my old to new location on Dec 1 ,2023 . I waited for 3 weeks and the move was not completed . I had to contact the technical support for mult time and i was told that the case was esculated . I was told that a technican will need to physical visit my location but no show . I finally had to instruct the tecnical agent on the phone to check my actual internet serivce and it was still left at. My old location and Primis only had my new address on my account . Primus has difficulty to move the internet serive and i was provided no solutions . I kept being charge for no internet service .

  Business response

  04/01/2024

  Hello,

  There was a delay in completing the move of the Internet service; we called the customer and we extended our sincere apologies for the inconvenience he experienced.

  The service was finally moved; we offered a credit to cover one month of service due to the problems experienced.

  This complaint is now resolved.

  Sincerely,

   

  ******* ******

  Customer Escalation Advocate 
  

   

   

   

   

• Initial Complaint

  19/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Wed Dec 6 /23 the telephone system stopped working at the home of an 80 year old Woman and her challenged adult son ! Primus telecommunications has been next to useless in getting her telephone to work again. They keep promising and then blamed **** Canada lines and on one occasion said they could not get to the box due to a chain link fence. Had they gone to the door they would have found that they should go up driveway through to back deck for access. That would have been proper but instead they left and made her wait yet again. It is now Friday Dec 15/23 and still no phone! I have spoken to C***************** ****** *** ****** reps of Primus to advocate for this family!The Primus te** ************ ** *ive across town and are also seniors with issues but have done our best for ***** and John. The phone is listed under **** *****.

  Customer response

  19/12/2023

  The mattter is now resolved and the phones are now working at ***** ****** and **** ***** home 47 ***** **** **** ********* Ontario. Primus service stopped without a reason explained on Dec 6/23 and ***** who is 80 years old and physically challenged- usues walker to ambulate and her mentally challendge Son **** where without a phone service regardless of all the promises to get her line connected again properly since Dec.6/23. I find that this is not safe and she should be compensated for this lack of telephone useage. My husband and I are advocating for them as they are unable to do so! I feel Primus should give her a written appology and about 3 months free usage due to the poor care. If there had been an emergency with ***** **** wouyld nt have been able to figure out how to get help! Primus staff told me they are located in Scarborough Ontario ( part of Toronto) so I d not understand why it was not the correct BBB to get involved? I am appalled at the service or truly lack there of with Primus and am so glad we do not use them.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2018 I requested Primus Services. Equipment was mailed out which I did not receive or activate what so ever. I have been trying to resolve this issue now for over 2 years. A representative has confirmed I was sent equipment twice which nethier one was received hence the reason I couldn’t activate the services. I get tossed around from department to department. Its unfair to be charged for something you have never had in ur possession. My credit report now shows a charge of $665.00 which has been affecting my credit. I have received nothing but terrible customer service dealing with this company. No answer no supervisor or manager to speak with it’s getting ridiculous now! Someone needs to solve this matter immediately

  Business response

  11/12/2023

  Mrs. ****** Richardson 
  
  Primus account# *********
  
  BBB Complaint ID# 20969395 
  
  Hello,
  
  We have communicated with Mrs ********** to advise we have credited the account and sent a request to the 3rd party Agency.
  
  She was very happy with the outcome.
  
  The complaint is resolved.
  
  Sincerely,
  
  
  

• Initial Complaint

  26/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 15, 2023 I moved from ***** ********** ** ** ***** ********** Dr. Primus continued to charge me for 2 Internet services instead of one from July 1, 2023- October 2023. I have spoken to customer service many times about the over billing and the fact that I no longer resided at the address. I have offered to show my leases, but they are still adamant that I pay for services I did not use because I did not reside at the address anymore. I have been using Primus as an Internet provider since 2017 and now they are cutting my services if I don't pay. I have paid Primus $750 for Internet service only since June 22, 2023.

  Business response

  15/12/2023

  Hello,

  Upon receipt of the complaint, we reviewed the account and we applied a full credit, waiving the balance owing.

  We made several attempts to reach Mrs. ******* but we were not successful reaching her; we emailed her and we left a detailed message.

  The credit applied is $ 463.98; the account is now closed and displays a zero balance.  

  We are requesting Mrs. ******* returns our modem, and if a return label  is needed to request one.

  Sincerely,
  

   

  Customer Escalation Advocate 

   

   

   

• Initial Complaint

  24/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  When attempting to return my equipment I had to contact around half a dozen times to request the label they failed to provide me. It took forever! And they were trying to charge me I believe over $140 for the equipment. The owing bill was $262 which includes equipment charges. Immediately paid $65 of that owing balance while I attempted to retrieve the shipping label from them. Label took 2 months (they sent it in the mail) I sent everything back no problem. Not once did I ever hear back from Primus ever again. No phone calls, letters, emails etc Then over 6 months after no longer having services, I get a email from a creditor at canadian credit claiming that the full $262.77 was never paid to primus and is now in collections. One of the options she provides is to pay primus the payment directly. So I immediately reach out to Primus demanding to know why they are so incompetent that this has happened and why was 1. My payment never applied to the balance and 2. Why was there never charge reversals for the equipment. Once they contacted me back they immediately closed the case and provided me nothing saying to contact in as if that is NOT what I just did. I open the case again demanding an explanation, which they did not provide. They are still refusing to provide me a proper final bill explaining any charges (this was also never provided online once services were shut down), they sent me a statement of charges which isn't a full statement and only shows the dollar amount of charges and payments but NO explanations. Then they also claim oh well you made a payment to us but we sent your account to collections on May 1st 2023 so that payment doesn't count. Yet I was not once contacted by primus ever or the collection agency till November 21st 2023. No success in closing this account for good and I would NEVER recommend this company to my worst enemy. Because of these issues I no longer communicate with them unless I have proof such as email or chat.

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