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Review by doriama 
Posted: 71 days ago
member for 71 days, 0 visits, last login: 71 days ago
 Toronto,ON
 Contract price not specified.
 Bell Canada
 "cheap"
 "terrible line quality, awful customer service, security issues, tech support not qualified"
 "If you're willing to fight, fight, fight the triple bundle package is only $65 with Aeroplan points"
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I signed up with Primus on the triple bundle deal several months ago and have opened many tickets which they just seem to close. I purchased a DSL router from Primus because it was a good deal. Tech support then insisted THEY were going to manage it, as users had messed it up in the past. Nevermind I configure routers far more advanced than the Thompson as part of my job. I was given an account I could use to view the config however.
On 3 occasions, tech support disabled my firewall and enabled UPNP. They denied it. Well who the hell else could have done it?
From day one, I have had a noisy line and I am located 4.7 km from the central office. I have had techs admit this, and others tell me no, I am 2 km away. I have friends in the industry however who have confirmed this for me.
I cancelled Rogers because it was highway robbery, so I am in the process of fighting with Primus.
My 7 mb download speeds are usually about 1-2 mb using a download accellerator.
This part is just hilarious. One tech told me the security issues are due to the fact that I am running an insecure OS on my laptop. That would be Fedora 11, with an encrypted harddrive, firewall, antivirus and selinux. He said I should switch to a secure Windows system LMFAO!!!!! Where do they find these people?
Yeah, Primus definitely sucks, but they are cheap. I'm giving them this last chance to resolve the problems or I'm out. Not sure who to switch to now though.
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 Review by PseudoNIMH
UPDATED: 122 days ago
member for 137 days, 202 visits, last login: a few hours ago
undisclosed location
$34 per month (36 month contract)
 about 7 days
"A for effort"
"Enough for me to advise against using them"
"YMMV"
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Firstly, they are not exactly Canadian despite how they portray themselves. The are wholly owned by Primus Telecommunications Group which is an American Company headquartered out of McLean, VA.
Tried Primus twice, here are my experiences:
The Cell phone contract was back in 06 when they had just opened shop under Rogers umbrella. There were some teething issues, but the efforts made by the Primus staff to correct them were superb. I even received several calls from management to ensure the issues had been corrected. The billing issues however led to a falling out and a dispute over the termination fee. In the end, they simply reached into my checking account and withdrew what they deemed fair. No warning, no recourse. Be aware for those who use preauthorized checking.
The DSL service was a farce, landline and internet for an unbelievably cheap price of $35! Of course that never happened, very shortly after signing up and transferring over the dreaded call came that my line was too distant for the lower tier being offered and an upgrade was mandatory. Old deal out, new deal at substantially increased cost in. It was during these periods I ended up more than once talking to India, as did my better half as well. To be fair, we never paid Primus a dime for the fiasco and they didn't charge a dime either.
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 Review by Cloob
Posted: 296 days ago
member for 306 days, 39 visits, last login: 61 days ago
Hamilton,ON
$39 per month
Panhandle Telephone Co.
"None"
"Horrible tech support and even worst billing support rude!!"
"I dislike this company completely!"
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Signed up for service 2 months before moving and confirmed with the new company that DSL service would be available out our new home. 2 Weeks before move I was told there was no service at my new home. I asked if I could not return my modem being that I purchased the service under false pretenses and I got a book read response as usual when your tech and billing support is out of India. They are rude, ignorant and just brainwashed to read and not think. I was hung up on, I was talked down to and when asked to talk the manager I was told I would get a call back I am still waiting it has been 1 month! I finally got on the phone with someone who speaks Canadian (sorry I don't mean to be prejudice but it is just hard to understand someone with thick Indian accent).
So all in all it was not a a great experience and I would advise to stay away. Unless you do not need to call for any support.
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Review by btqt
Posted: 343 days ago
member for 343 days, 0 visits, last login: 343 days ago
Ottawa,ON
$65 per month (12 month contract)
about 45 days
"None"
"Ridiculously slow download speed"
"Do Not sign up with Primus"
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Primus can't provide the service they advertise.
I get a max download speed of 1.3Mbps when paying for "up to" 7Mbps. This has been going on ever since I signed up in Sept 2008. They have admitted they have a "saturation problem" in my area, are working on it, but can't estimate when the problem will be resolved. They have also stated other people in my area have the same problem.
Since they won't release me from my contract without penalty and will not warn you of the service problems when you sign on, all I can do is try to prevent others from making the same mistake. Primus advertises "up to" 7Mbps downloads and believe there is nothing wrong with providing less than 25% of what was promised and are not interested in keeping their customers happy. I believe Primus will go out of business in the near future as current customers leave and potential customers are educated about Primus lack-of customer service.
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Review by bobnopipe
Posted: 364 days ago
member for 1.8 years, 181 visits, last login: 22 days ago
Ottawa,ON
$5 per month (12 month contract)
about 10 days
"not expensive"
"cannot give advertized DSL speed 1.5m"
"ok for normal usage"
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Came prepackaged as $5/month extra to my phone package -- ok for my use but relativly slow normally about 30% of possible speed
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Review by dlacerte
Posted: 1.1 years ago
member for 7.9 years, 3 visits, last login: 1.1 years ago
Windsor,ON
$80 per month (month by month)
about 18 days
@link
"cheapish phone service local/long works great... DSL so so"
"on ocassion it slows to crawl - tech supp can provide no answers"
"inconsistant almost unuseable for last 4 days, great last 4 months!"
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1.5Mb/500Mb
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Review by wonkaman2002
UPDATED: 1.1 years ago
member for 4.2 years, 44 visits, last login: 166 days ago
St Catharines,ON
$30 per month
about 25 days
"Prices are good .... they seem to be anyways"
"Mediocre Customer Service, Agents who can't speak English, the list goes on"
"STAY AWAY IF YOU CAN. Will be ripped off for nothing."
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I saw the advertisements for Primus and thought why not give them a try ! at least they're not bell. Got the equipments fairly fast but guess what? the power adapter for the VOIP router is from India. It doesn't plug into any wall socket and I found out from the internet that it's used in India and UK. Also the modem doesn't work at all ; no power comes into it no matter what I tried to do. I tried talking to Tech support , I didn't understand them at all and they didn't know what to do. I wanted to also change my address, they put me on hold because they "Don't know what to do" and after 30 minutes of hold I get hung up on. THREE TIMES. I emailed support and they said they never do that it might have been me. No apologies no nothing. Their agents need alot of training and work to speak better english and have better customer service skills.
So I been waiting at least 25 days if not more , and nothing. NO INTERNET NO PHONE. I talked to them several times and no apologies no nothing. The agents are even snippy with me and get hung up on. I asked for credit because they charged my bank account for nothing. They copy pasted some bullshit from their terms and conditions that weren't relative and said therefore they can't credit me. I talked to my bank and I filled an application saying the charge was unauthorized and got my money back plus I am taking further actions against Primus at this point. So much for trying anything with them. My personal advice, don't go with them they're not reliable and theives.
P.S==>To teksavvy guys, please don't advertise your service all over my post telling me to go with you guys. I know you guys exist thanks for coming out. I will try it if I feel like it.
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Update:
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Still waiting for my internet and phone. Submitted two BBB complaints and they didn't even have the decency to reply to them. I submitted an article in the newspaper about them , and within 48 hours they called saying they "just" received my complaints "which is a lie". So now they're "looking" into it , but that been said 5 times before with no results since June. I been using wireless and cell phone which Primus agreed they'll pay for as a compensation. Go figure.
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Review by Laidback
Posted: 1.9 years ago
member for 8.1 years, 1900 visits, last login: a few hours ago
Woodstock,ON
$39 per month
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So, I keep getting these review requests, the latest as a system IM.
As far as primus goes, I've been with them since 2001. I can't even remember which modem I had, but I think it was a 5260? It gave up the ghost in 2006, September of. I had a replacement modem from Primus the next day, and received one month of no charge internet service for the inconvenience. I returned the original modem and received a confirmation from them that they received it.
I have no complaints, and you will note that the above is less than the monthly rate as my account was grandfathered when they had their increase a few years ago.
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Review by tonytoronto
UPDATED: 1.9 years ago
member for 2 years, 30 visits, last login: 113 days ago
Toronto,ON
$60 per month (12 month contract)
Bell Canada
"Price"
"Tech support!"
"Tech Support Sucks! be prepared for a wild ride."
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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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Review by lacerte
Posted: 1.9 years ago
member for 1.9 years, 6 visits, last login: 1.8 years ago
Windsor,ON
$70 per month (month by month)
about 38 days
"OK tech service if you persist and can stay on hold"
"last few days I've noticed much slower night speeds 1/2 of daytime"
"so far good value when considered with phone/long-distance bundle"
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Dec 5 2007
PRIMUS DSL: Windsor Ontario
I moved from MNSI (4 years) to Primus (5 months ago) and other than delays with re-assigning my line at the BELL demarcation point I've been happy with service so far.
They even refunded 30 days worth of unused DSL service as a credit since it took 38+ days to actually get an active DSL line switched over from MNSI. Although it took four persistent phone calls to obtain the credit.
Not until 1 week ago did I notice that night upload/download speeds were slow (YouTube was useless, and DSLREPORTS.COM speedtests showed 120Kb/sec down 130Kb/sec up. pathetic speeds!
I've written Tech Support about this slow down and I'll see how they respond.
I would not have left MNSI if they would have offered a similar Phone/LD bundle.
I'm glad to be rid of Bell!!! more than I'm frustrated with Primus!
I work from Home 2-4 days per week for a US computer company, so I am online 12+ hours per day and I can say with confidence that something has changed. To me it seems that Primus has changed my connection (at least at night) to a "DSL Lite" ( max 512Kbs) instead of the "up to 5Mb/sec regular DSL that I'm paying for.
SpeedTouch 516 v6 Modem - from Primus
PHONE SERVICE:
Also, Ive gotten used to my home phone dialing/ringing me back immediately after I hang up from a call. (strange) Wife has reported that phone service has reported "all lines busy" a few times in the last two weeks during the day.
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Still outsourcing to India, despite their claims
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