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Review by ZZink 
Posted: 8 days ago
member for 7.4 years, 455 visits, last login: a few hours ago
 Etobicoke
 $80 per month
 about 7 days
 "No Cap, no throttle and most of all hardly any money goes to bell! Affordable, and i'm right on their OC (0.5km)"
 "Tech support over the phone is less than helpful for the most part"
 "If you are on Primus equipment and you hate bell, SWITCH to primus!"
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Review by abobo3
UPDATED: 28 days ago
member for 1.6 years, 10 visits, last login: 26 days ago
Montreal,QC
$65 per month (12 month contract)
"Reliable telephone service, reasonably priced bundle"
"Unstable Internet connection, frequent disconnects and slow speeds"
"Not an option for DSL!"
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I have been with Primus for nearly two years. Installation was a pretty painless process, although I had to call in because no one ever told me what my username and password was (for Internet connection). I had ordered via Internet, so that may be issue here, but still, it's silly.
In November 2007, their Triple Value Bundle was priced at $59,95 not including taxes. I have telephone service, unlimited long distance calls in Canada and the US, 9 optional services (caller ID, call answer, second incoming call notification, etc.). At the time, the Internet service was 5Mbps, no cap. In May 2009, this was changed to 7Mbps, still no download cap. A Speedtouch 516 was supplied and must be returned when I cancel the service.
In the first few months, I frequently had problems with the phone. Sometimes no tone. Unable to dial a number in a certain area code. And so on. This has been resolved fairly quickly and has not reoccured. Unless you need your phone to work perfectly 100% of the time, and not merely 99.999% of the time, I can recommend their phone service.
DSL Internet is another matter. During the first year, I never really had 5Mbps, even though I am close to the central. There were slowdowns, but nothing major. There were also downtimes, which is a little more frustrating. But it was OK enough for me to renew my contract the next year, November 2008.
This past winter/spring, I was away for three months. No option to disconnect the service, of course, so I paid. While I was away, in April, I received an e-mail informing me that my CONTRACT WAS OVER, but that it was going to be renewed automatically, although at a new price: $64,95, five dollars more than I was paying before; and my speed would increase to 7Mbps. Problem was, my contract was not due for renewal: I had already renewed for one year in NOVEMBER 2008, and this was APRIL 2009.
I called them when I was back in the country. After I explained the situation thoroughly A COUPLE TIMES OR THREE, the girl finally said there had been a "mistake", that my contract would end in November as it was supposed to, and that they would reajust my bill at $54.95 and give me credit for two months I had paid $64.95. I said thank you and hung up.
Of course, the adjustment never happened. I didn't call back because I didn't want to bother with it any more. I let them have their way, but I knew I would not sign with them again. Then it got worse.
To try and reach 7Mbps, I decided to try their modem (the Speedtouch) again. I had been using a D-Link modem router because the disconnects happened less frequently. But when I tried their Speedtouch, I found that my speeds were up to 7Mbps or more, so I stayed with the Speedtouch, and everything was great for... oh, two weeks.
Then I began to get disconnected every day. Sometimes, I could not reconnect for a few hours, or an entire night. It seemed to happen mostly in the evenings. I tried to reconfigure my material in every possible way but it did not help. So I opened a ticket with technical support. After proving to them in every possible way that the problem was NOT ON MY END (you will have to do that every time you call them), they decided to try to help by trying a few things on their end.
So what they did (as I learned afterwards) is they basically moved me down a few "tiers", slowing my connection speed. That stopped the frequent disconnects for a while. But coincidentally, soon afterwards, I began to get extremely slow and unstable speeds. This has been going on since July. My max speed is about 2500kbps. Usually I hover around 500-1500 kbps. It's hell. Connection speed, according to speed tests, can vary from 300kbps to 1500 kbps in thirty seconds.
Two days ago they examined my situation (this is when I learned I had been downgraded to "DMT" in July to stop being disconnected -- I also learned that they had NOT recorded the fact that my contract ended in NOVEMBER and not in APRIL, hence, I supposed, the non-refund of the money they owed me). I got a call back today. They said they had identified the problem: NETWORK SATURATION OR BOTTLENECKING. They also said my line was crap because of "upgrades" that they had been doing to alleviate this situation. I said it had been going on for three months. They said "yeah, that's right".
So judge for yourself!!!!!
I do not recommend Primus for DSL, it is (mostly) crap. Unreliable. Stay away if you do not want constant problems. Not worth what you're paying.
My contract ends this November. I will have to return their modem... and they will charge me the 10 bucks to return it, I was told. They are ripping me off.
Location: Downtown Montreal
UPDATE :
The "move" to another network (in order to improve speed)... did not go smoothly
Oct 19: Technical trouble on Bell's side. Primus opened ticket with Bell. Bell closed ticket without doing anything. Reason: Received ticket before activation of line. Primus did not notice this.
Oct 21: DSL down. Alerted the guy at Primus who noticed said ticket was closed. Opened another ticket. Two days lost. And counting....
Oct 28: Still no DSL. Called Primus today (for the fourth time).The News: New ticket closed. Line should be up and running.Well, it isn't. They make me disconnect the phones and filters for the 99th time. No good. Since I've talked to this tech, the DSL led doesn't even flash anymore on my modem. 7 days without DSL and counting.
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Review by Ray_70
UPDATED: 81 days ago
member for 81 days, 0 visits, last login: 81 days ago
Bowmanville,ON
$35 per month
 Bell Canada
"Cheap Rates"
"Took so long to install that I just went elsewhere"
"Seriously lacking customer support and inept technical support."
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I know I ramble a lot here, so in short for those that want a simple answer, Primus can be OK if you have a business account with them, but home users should steer clear of Primus.
---
I've tried to be fair with the review. Generally I think you get what you pay for with Internet service, and cheap service comes with a reduced level of customer service. I joined this forum mostly to post this review since after having these issues I've talked to a couple other people that have had similar (bad) experiences with Primus Home Internet.
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I’ve used Primus for business internet (DSL and other) before without nearly so much issue. I cancelled a business DSL package from my home when I moved, and put my home based business in a real office, and took just home internet service for my new home. My previous DSL for the business was fine. The install went smoothly enough, and once installed you never have to talk to the ISP, so there are no issues. It’s in, it works, and you just use it.
The move of the business DSL went without too much issue. Bell technicians came to the new site when scheduled, and installed the DSL without major issues. So far so good. A project manager was even assigned to make sure the entire process was handled without major issues. I should have seen the start of warning bells though when the project manager had to chase everything to happen when they tried to install to an address 20km away from my office, even though they had the correct address on their system. Once fixed though, DSL is in and working fine.
The home installation had similar issues, but without the project manager at primus to fix them. My installation was scheduled to happen for the end of the month after having done most of the painting and such at the new house. The week ended though, and no internet. I called customer support, they verified everything, and then gave me a date of the next Friday. I waited patiently, and the next Friday, still no internet. I called again, and was given a date of the NEXT Friday. That week I get a call on my home phone from a personal number (not primus, but a personal name and number in BC) stating that they don’t have my phone number. (Hey, wait! You realize you are CALLING me on the phone number you claim not to have, don’t you?!?) Because I seem to have not given them my phone number as far as he’s concerned, it’s my fault so I’m given a date of the NEXT Friday. Every time I talk to Primus, I am asked to verify who I am based on my name, address and phone number though. Seems that they do have it, but it’s not their problem. The last Friday rolls around that I’m willing to wait on, and nothing happens. I call customer service AGAIN, and this time it seems they want to give me an install date of NEXT FRIDAY. I tell them to cancel the order. I have over a dozen Primus accounts with various IT businesses, and have never had issues like this. A slow installation is ordinary for Primus, but not MONTHS long.
My soultiuon? I call Bell Canada and Rogers Cable to see how long installation will take. Bell Canada quotes business days for the EXACT SAME service Primus is reselling me, but been unable to install in the past weeks. Rogers Cable will put Internet on my cable bill account, and I can pick up the modem in the local Rogers Store, connect it, and be online. I need Internet to be able to work from home over the long weekend (at 7:00pm on the Friday night) and they promptly set up my account. I go to the cable store, pick a modem up, connect it, and am online within the hour from giving up on Primus.
In short, Primus is great for cheap DSL with no maximum download limits. The issue is you may not get internet for some time after it’s promised to be installed. After this experience I would never recommend Primus to ANY home user, and would only suggest Business Internet to people as long as they make 100% sure they have a project manager assigned to their account, and have a number they can always reach them at.
Followup comments:  
Monika
@rogers.com
| Primus - bad company all around I wouldn't recommend Primus to anybody, for buisness or personal use. I used their Broadband service for 2 years and it worked fine when the service actually worked. As in everyday, the service would disconnect for up to an hour. I cancelled the service back in January, and now I have a collection agency calling me telling me I have an outstanding balance owed. I have never been contacted by Primus by phone, mail or email to inform of this. After talking to 20 different customer service reps, which some of them would gain from actually learning what the words "customer service" means, I have been told there is nothing they can do. On their files, they have tried to contact me and apparently the phone line I use day in day out, is not in service. (how convenient!). My two cents is that this is an bad company all around for products, service and customer service. STAY AWAY from this company! | |
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svv
@bell.ca
| same problem I signed up for a home Primus bundle when I moved last November, and I had similar problems to the reviewer. My service was not up and running when they promised it, and I had to call them every day (and wait on hold for 0.5-1h every time). They put me through the same line testing ordeal week after week. I kept suggesting that they send someone out to physically check the line, but they refused and kept running the same tests. Finally after about a month they sent someone out and he was able to fix the problem. I was up and running within a few hours.
To top it off, in the end they refused to reimburse me for the internet fees that I had paid for my month without service. I will be canceling as soon as my contract is finished. | |
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wickety
@videotron.ca
| Stay Away From Primus! Primus has the worst service I've ever encountered. I cancelled my account after 3 weeks of waiting to be hooked up.
Aug.27: Signed up for basic home service, told I would receive a phone number the next week
Sept. 8 : No news, called customer service, was told they would call me back w/ number the next day.
Sept. 10 : Still no news, called customer service, was told my case was escalated to 'critical', they would call me the next day.
Sept. 14: Still no news, was told that they could escalate my case to 'critical'. Asked to speak with manager (wait 20 minutes...). "Sorry, no managers are available" Cancelled account | |
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Review by Ravage_D
UPDATED: 182 days ago
member for 6.6 years, 312 visits, last login: 1 days ago
Kingston,ON
$75 per month (12 month contract)
about 10 days
Bell Canada
"Fantastic Speed -- Unthrottled and Unlimited Download"
"Having to deal with Bell to hook up the last mile"
"Great option if you can get on their triple bundle -- They own their own DSLAMS"
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I'm in Downtown Kingston Ontario and I just moved to a new apartment. I had been with Cogeco for 3 years but they are capped and throttled so I decided to look and see what is available in the region.
Primus owns their own DSLAMs in Kingston and the central office is happily located less than a kilometre to my house.
I ordered their triple bundle pack which gives me a home phone, all the features, Canadian long distance and 7000/800 ADSL. This is the fastest DSL available in Kingston.
I ordered it at the end of April (on the 26th I believe) (I moved into the new house on May 1st) and the box arrived May 3rd with the modem.
They contacted me with the technician date on the 29th of April, it was set for the 7th of May.
The 7th of May comes around and the Bell technician only put the line as far as the demarc in the basement of my multi-unit dwelling because he's not able to get it to the apartment as the lines are dead.
I call up Primus and they see what happened, I was assigned my own service rep who gave me his cell phone number and always followed up when he said it would. Apprently he was told that Bell said the lines in the house were too old and the entire place needed to be re-wired and they were trying to work it out with my landlord. Primus said Bell was going to take care of it, but apprently Bell never got in contact with my landlord.
After being sick of waiting, I just called a 3rd party Bell technician who was retired and he came by then fixed the line running from the basement to my unit (along the outside as i live in a heritage building). Once it was fixed and up and running...BINGO! I'm getting the speeds I pay for and the phone is working great.
So far so good! I'm extremely happy. I have unlimited download and unthrottled/unmolested connection. The headache with getting the house's wiring is not Primus's fault and I feel they did everything they could have on their end to get things up and running.
Now that i have it, I can't wait to use it! It's only been a few hours so i'll have to follow it up. But...preliminary tests show I'm getting FULL speed and during peak hours I'm able to connect to a linux tracker and download a torrent while maxing out my connection (I got around 840KB/s)
Primus has been helpful whenever I called them, the tech that they assigned to me was extremely frank with the whole situation and completely honest. Things have gone well so far. I'm very happy at the moment 
Just to SUM UP:
I'm on the Primus Triple Value Bundle. The base price is $64.95/month for the first year, then goes up to $75/year afterwards. With tax it works out to $75/month for the first year.
I get:
Home Phone
18 Calling Features (This is the call display, call block etc..etc..)
7Mbps DSL
Unlimited Long distance in Canada/US
Best of all, the internet is Unlimited and Unthrottled! An EXTREME rarity in Canada.
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Review by Peeping_Tom
UPDATED: 199 days ago
member for 5.4 years, 8 visits, last login: 199 days ago
Canada
$85 per month
Bell Canada
"Very fast 7mbit service, great uptime and responsive Canada-based customer service"
"None!"
"Very fast, cheap and reliable!"
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Very fast 7mbit service, great uptime and Canada-based customer service. Primus offers great service, I get unlimited long distance within North America, 7mbit up 1mbit down DSL for $85/month, no contract. There is no bittorrent throttling, free newsgroup access. This service is AWESOME in Downtown London Ontario!
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Review by brokmillerle
Posted: 260 days ago
member for 260 days, 0 visits, last login: 260 days ago
Guelph,ON
$189 per month (2 month contract)
Bell Canada
"Cheaper"
"Horrible service!!!!!!!!!RIPPED ME OFF!!!LIED TO ME!!!!"
"STAY AWAY FROM THEM!!!!!!"
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They contacted us and solicited our business. Their rep told me that long distance to Northwest Territories was part of the plan. It wasn't. First bill was $189!!! supposed to be $15.95. Called and was told they could do nothing. COMPANY policy. Whatever. I asked to hear the recording because they say that all calls are recorded, right. They say that they cannot produce that. How convenient. So i refuse to pay until they agree to reduce the amount, and I cancelled right away, but they charged me for another month anyway, which i also refuse to pay for, and now I want to buy a house and i worry they will ruin my credit rating and make it hard to get a mortgage! Freakin dinglenuts!!!
Stay away from them. Their service is lousy and they are the big company. They WILL rip you off and get away with it!
Followup comments:
VincentAust
@com.au | Primus Telecom YES, they are a big company and a huge amount of debt. Stay away from them. They will be bankrupt soon. | |
| | 
Fireblade
join:2008-08-27
St Catharines, ON | Re: Primus Telecom I wouldn't worry about it, Bell tried to do the same with us - we canceled the service and didn't pay. They stopped calling after a few weeks and didn't touch our credit rating. | |
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unijim
@shawcable.net
| Primus Telecommunications files for bankruptcy UPDATE 1-Primus Telecommunications files for bankruptcy
Mon Mar 16, 2009 5:15pm EDT Email | Print | Share| Reprints | Single Page[-] Text [+]
Market News
Wall Street slides as banks fall
Dollar rises broadly but on track for weekly loss
Oil slips towards $51 as equities little changed | Video
More Business & Investing News... By Tom Hals
NEW YORK, March 16 (Reuters) - Primus Telecommunications Group Inc PRTL.OB, a provider of long-distance phone and Internet services, filed for bankruptcy protection on Monday.
The McLean, Virginia-based company has between $500 million and $1 billion in debts and between $100 million and $500 million in assets, according to court documents.
The company generated more than 80 percent of its third-quarter sales of $231 million from outside the United States from its communication networks and fiber optic systems, according a securities filing.
When the dollar was trading near a record low in August, the company raised its earnings and cash-flow targets. Since then, the dollar has rallied sharply and the company warned late last year a stronger U.S. currency was cutting its revenues, undermining its ability to service dollar-denominated debt.
Moody's said in December it was lowering its credit rating for Primus in anticipation that the company would default on $23 million in long-term debt that was coming due this year beginning in June.
The company said in a securities filing at the end of 2007 that it had 1,817 employees, with most of the staff located in Canada, Australia, the United Kingdom and the United States.
The company's shares closed down 10.7 percent at 2.5 cents.
Company representatives were not immediately available to comment.
The case is In re: Primus Telecommunications Group Inc, U.S. Bankruptcy Court, District of Delaware, No. 09-10867. (Reporting by Tom Hals; editing by Richard Chang) | |
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 Review by Martin
UPDATED: 265 days ago
member for 4.5 years, 1524 visits, last login: a few hours ago
Quebec,QC
Contract price not specified.
Bell Canada
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J'ai maintenant le service Internet HV de Vidéotron.
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Review by junkeeroo
Posted: 288 days ago
member for 288 days, 2 visits, last login: 259 days ago
Toronto,ON
$60 per month
about 30 days
"best price around for 1MB DSL, home phone (landline), cheap long distance"
"incredibly poor customer service"
"buyer beware...good if you have no problems, bloody awful if you do"
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Though the price is good...this company operates in a very shady and company first attitude.
I got 1MB DSL, home phone (landline) + $.02/min long distance to UK from Canada for $36...but then one day I was paying $59 for the "free" features that I was given without notice. Didn't find out why I was being charged so much until I called. Read again: they did not inform me of the change. Another thing, the bill is direct debit from your bank or credit card.
Still not a bad deal but they don't even tell you?? and then (this is from another forum about PRIMUS):
First, it is a landline. I’ve had them for about 2 years. The $64 deal is a great deal and the long distance very cheap. BUT...and this is a big BUT, their customer service is brutal, i.e. they don’t care and that’s why I’m looking for another company.
MY PROBLEM: Asked a CSR (cust. serv. rep.) if changing my direct debit payment from my bank account to my VISA would be done in time before my next bill. CSR said, “Yes.” I did this to collect my VISA rewards points for monthly bills. So what happens next? Both my VISA and bank accounts are debited for the same bill.
I didn’t have sufficient funds in my bank account because I changed payment method to VISA and I was told that my next bill would come from my VISA. Because the CSR misinformed me, I paid the bill with my VISA as well as receiving an NSF from my bank of $42.50 + $30 NSF from Primus (even though they also debited my credit card for the payment!).
When I called to complain, they told me I had to get it all in writing and fax it to their complaint department! What a hassle. Then instead of a call from a supervisor, the CSR that I spoke with called me to try and “fix” the problem. He promptly lied and told me that he had informed that there was a possibility that my bank account would’ve been debited. I told him that he was not telling the truth, that I had specifically asked and confirmed this question through him. He flatly denied (lied) again, never apologized and proceeded to tell me there was nothing he could do for the double debiting or NSF fees, i.e. it was my fault.
After getting nowhere with him, I spoke with a supervisor was also of no help or apology except after 2 long talks. I was told I’d be credited for both the $30 PRIMUS NSF fee and $42.50 bank NSF fee. On my next bill, I was not credited the $42.50. I phoned CSR to enquire and they told me that it had been disapproved. I was again not pleased to see that my $42.50 NSF fee was still there and furthermore, not approved without even a courtesy call to notify...or a notice on my next bill.
I spoke again with a supervisor after being the squeaky wheel with a CSR who at first told me I'd have to wait 3 business days for a call back from a supervisor but after much ranting, she caved and I got a supervisor. Again no apologies or acceptance of responsibility, only denial of any and a statement that an agent should’ve called me to tell me that my credit was denied.
I told them the supervisor that they were losing my business and he was as interested as the CSR who told me that I'd have no problems paying on time with my VISA. Unbelievable.
A great deal on the surface, but if you have a problem, it comes with a major headache and you may be out money because they're not very willing to take responsibility for any mistakes and give you back the money they already debited from your account.
Cheers.
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Review by AlexMTL
UPDATED: 301 days ago
member for 301 days, 17 visits, last login: 113 days ago
Montreal,QC
$68 per month (12 month contract)
"Download speed it alirght (200k at peak hours)"
"ping never under 100ms most of the time >400ms! CS is useless!!"
"Stay away from this company for the internet, phone is actually okay"
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I'm currently a Primus customer in Montreal. I pay between 65 and 70$ a month for phone and internet (supposed to be 7mbps).
The phone service has been flawless so far (and I pay only 2c/min to call Europe), unfortunately I can't say the same about the internet.
After calling them many times (waiting on average 40 min), they keep saying wait 2 weeks and it'll be ok...
Just last night I called tech support because my connections was down to 1200/400 at 7pm (I pay for 7000/800, I know I'll never get that but I expect at least 4000/600, and I'm not even talking about the ping, the best I ever had was 90ms, it's usually 120ms when it's during non-peak hours and it gets above 500ms between 6pm and 12pm).
After doing a tracert, I found that all the traffic is routed to toronto which explains the high ping (I could live with 100ms, but 400ms.. come on!)
Now they say I should wait until mid February until they fix the line and that I’m not the only customer with this problem (I’ve been calling them since October)
They haven't provided me with a clear explanation in 4 months! they only say that it's normal and it'll be fixed in a few days/weeks.. every time pushing the deadline. I've always stayed polite as I was a telemarketer sales rep before, but I really feel they're taking me for a fool.
I've ran out of patience but the thing is I have a 1 year contract (bouuu) but it’s ending in May (yeah!). As soon as my contract end I'll switch to another ISP.
I've spent the last 2 days on this forum reading reviews about which ISP to get once the contract ends. My conclusion was either TSI or EB as they appear to be the most reliable. I've opted for TSI because of the price and the number of reviews was bigger, although EB seems like a good choice with their cable service if you have the money.
Anyone living near cotes des neiges of University of Montreal has a reliable ISP? or uses TSI?
Also, If I keep primus phone services(their phone service is actually flawless) which is a local phone, not a Voip, do you think I will I need a dry dsl?
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Review by leaffan999
UPDATED: 308 days ago
member for 308 days, 0 visits, last login: 308 days ago
Etobicoke,ON
$41 per month (6 month contract)
about 24 days
"very little"
"1 week outage during switchover, fast busies; impossible to deal with this company"
"don't even think about switching to this ocmpany ****you will be sorry****"
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signed up online. Web page clearly said 6 month promotion and a 60$ cancel fee if canceled within 6 months. Waited few weeks, no word from Primus, no confirmation call. woke up one morning and no dial tone. 3rd day dial tone appeared in the afternoon. Able to call out but fast busy when call in. call display of other end showed unknown number. 4th day could call in but no voice mail, call display, etc. Phoned tech support several times, keep getting India call center, they keep saying "wait 24 hours and call back if still no good".
after 1 week other functions work.
Over next month, levels very low, other end always telling me I'm cutting out, can't hear me.
More calls to tech support. same 24 hour answer as before, never a callback.
Start noticing every 10th call or so , you get fast busy when calling inbound from a Bell phone, retry and then ok. Still no word back from Primus.
Long distance is so bad I have to stop using it - crackles and low levels. (I live in the city near downtown close to CO)
After 6 months I've had enough, cancel and switch to rogers.
get primus bill - $60 cancel fee !!! &^&%^^$((*)(*)(*
call primus, wait 45 minutes on hold and argue with someone in Inda for half an hour - useless, hair falling out, aging too quickly.
OK, I'll pay 60 dollars just to get rid of this stupid company.
Now seriously. if you are even remotely think about using their service........
please please please, shake your head and run away.
Dealing with these people is like banging your head on the wall. You will always get the call center in India, they will never give you the name or number of anyone in North America and nothing gets past the person reading the script.
last words - You will be SORRY.
Followup comments:
primusux
@comcast.net
| Primus is a joke I had it just like this only 5 years ago when I bailed, they never called back, and were suprised when I gave up and terminated my account. The guys in india only tell you what they need to get you off the phone, They are liars, they will tell you they are in america, or their name is Donald, or Frank. They are really just a bunch of monkeys getting thrown a grape whenever they push a button. The company should have changed that fact 5 years ago when they realised, india didnt work, and people left because they found out the CEO didnt care about the customers. Well, they will be dead soon enough, their stock is worth less than a dime now. | |
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boned by primus
@rogers.com | primus it amazes me they are still in business; i guess its fools like me that keep alive. I hope they're not too surprised when they realize all the customers left | |
| |
Primus Hell
@primus.ca | Re: primus contact the Better Business Bureau! after months of Primus hell they are helping me get my money back! | |
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Primus Telecommunications Canada Inc.
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