Review by tonytoronto 
UPDATED: 250 days ago
member for 303 days, 28 visits, last login: 11 days ago
 Toronto,ON
 $60 per month (12 month contract)
 Bell Canada
 "Price"
 "Tech support!"
 "Tech Support Sucks! be prepared for a wild ride."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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We were looking for something cheaper than Bell, but at the same time didn't want to loose the features/services we had, Primus sure looked good...So we went for the Triple bundle on 1 year contract. mistake #1
Called customer serivce and worked everything out, cancel with Bell and let primus know when the last day with Bell would be, so they could send the moden sometime ahead, good thing we called 1 week before cause there was no notice to ship the new modem. All service finally get transferred to primus about 1 week ago, only to find out the brand new modem can't sync with the CO, its the friday night so i'm looking at Monday at the earliest to get connected. Monday night finally get connected, everything gets setup, but all i get is 600kb download speed, call customer support one more time, do some more speed tests, they changed my profile i'm down to 80kb now, get escaladed to level 2, and someone would call me next day.. Wends. morning 4mb download, at night still no call and internet barely working, one more call and i'm told they working on it, nothing they can do.. Today (thrusday) called customer support and get some idiot that should be flipping burgers, not answering phones, on the speed test i notice my latency is around 420ms, so i ask what i should be seing-- 215ms or less is good he says! After some not so nice words i let him know if by tomorow night problem not solved, this is getting cancelled.. Sad part is, after midnight and early morning i can get 5mb down/800kb without any problems, latecy still way high (80ms), but the speed is there. Line quality test shows to first hop 120ms most times, same with ping test, first ping will usually be 200ms or worst, even to the primus server most times.
If you have working internet first shot, good for you, if not, god help you!! Cause tech support will not.
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Followup comments:  tonytoronto
join:2007-10-31
Toronto, ON
 ·PrimusDSL
| Stay away from Primus!!! They finally sent a tech to my house to try and figure out why my connections are so slow at times, when he first arrived at the house (6.30pm) the connection was super fast (5mb) and latency at 50ms or less, the later it got the worst the conenction, got bad enough for him to go outside and connect directly thru his laptop and own modem, sure enough connection just got worst, said problem most likely at the CO and would let Primus know.. To my suprise i get a phone message last night from someone at Primus saying "after extensive testing, the problem is my PC or my network card and i should have a tech look at it"; are this people for real? Stay away from Primus, i understand that things can and do go bad, but when a company decides to sweep it under the rug and hopes it goes away, that company will not get my business. I guess i get what i pay for.
Tony | |
|  | tonytoronto
join:2007-10-31
Toronto, ON
·PrimusDSL
| Re: Stay away from Primus!!! *UPDATE*
A few days after i posted my review on DSL reports, i received an internal IM here on the site from a senior tech/eng. from primus, basically asking what my issues were, after quite a few IM and e-mails, someone finally got to the bottom of the issue, 2 days later my latency issues were solved and for the most part my downloads speeds from a good server are in the 600kb range and speeds tests are anywhere from 4mb to 5.8mb, pretty good for a 5mb service. Turns out my CO overloaded and some changes are/will be happening soon i've been told.
The day that my service finally working ok, i get a call from a manager at tech support, first words were "partial problem is your pc"-- after a few words from me; not all good, he finally started telling me the truth-- tech support really needs to change at Primus-- its by far the worst i have ever seen/dealt with! All seems ok for now, but this experience will most likely make us change providers once my contract is done with.
I really need to thank the Tech that looked at my issues, i have no doubts without your help i would still have the same issues! Big thank you from us!
Tony
PS-- Anyone with issues; do not bother with tech support- just escalate your issues as fast as you can, tech support as it stands today will be of no help. | |
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