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Primustel Canada page on DSLReports
Six Month Rating Unavailable
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Reviews:
bullet 10 reviews (5 good) (5 bad)
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Review by pnsiva See Profile

  • Location: Ajax,ON
  • Cost Contract price not specified.
Good "Good! the day you join Prmius"
Bad "Everyother day but the first day"
Overall "Stay away from it"
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Poor customer service. Lot of fineline policies. Careful when you sign up. Infrastructure is old and not upto date. DSL Speed average. Only if you are in Toronto it is ok. But you will never see 7Mbps. Technical support is below average long wait times. I you look for Bell Roger alternates look for some other company.

member for 2.7 years, 2 visits, last login: 2.7 years ago
lodged 2.7 years ago

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Review by ste36 See Profile

  • Location: Pembroke,ON
  • Cost: $35 per month (month by month)
  • Telco party Bell Canada
Good "Good value for $, seems unthrottled & no cap"
Bad "had to push Support to Push Bell Support to check/fix CO wiring, etc to demarc"
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Started with Magma in 2004, which was a _Fantastic_ DSL provider!
DSL has been problem free with Primus until Jan-Feb 2011 during which 5-6 weeks of poor to NO DSL!

So I am a hopeful, happy camper with a 5000 kbps DSL profile to the net that is trending to decent High bandwidth availability - I'm really tracking speed, ping latency since Jan'11.

The webmail interface is kinda basic and sometimes barely functional.

Sales currently Stinks as they've not yet bothered to reply to my 2 emails re:details of ISP provided DSL modems.

Have a ST516v5 from Magma that has worked well, but got the TP-Link just-in-case the ST was
(part of) the problem in Jan-Feb'11.
I recently bought TD-8840T that we're currently using & is looking good so far

Since the ST wasn't the problem,I plan to test/check ST against the TD.

member for 10.2 years, 56 visits, last login: 16 days ago
updated 3.6 years ago

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Review by EP2 See Profile

  • Location: Toronto,ON
  • Cost: $71 per month (12 month contract)
Good "bundle services"
Bad "Incompetent liars"
Overall "Waste of money and time - stay away from them"
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Yesterday I found this e-mail in my Inbox:

"Dear Xxxx Xxxx,

As you may have heard, the Canadian Radio-television and Telecommunications Commission (CRTC) has recently approved Bell Canadaâ„¢s request to introduce Usage Based Billing on wholesale Internet services.

The CRTC’s decision directly affects the High-Speed Internet service provided to you by Primus Canada and, unfortunately, the newly associated costs to Primus make the unlimited Internet service you are now enjoying no longer financially viable. This serves as 30 days notice that beginning February 1, 2011 there will be changes to your Internet service provided by Primus.

As a result, the following changes will apply commencing your February invoice:
* Your existing High Speed Internet plan will now have 25GB of monthly usage included
* For the minority of customers who exceed this amount, additional usage up to 300GB will be charged at $2.00/GB to a maximum of $60.00/month. Usage in excess of 300GB per month will be charged an additional $1.10/GB
* Additional Usage Plans can be purchased starting at $5/month for an additional 40GB

Your Primus High Speed Internet service usage during the month of November 2010 was:
31.03 GB
You can check your monthly Internet usage and buy additional usage, by visiting:
»ecare.primustel.ca/

Also commencing with your next bill in February, the monthly rate of your Primus Triple Value Bundle plan will increase by $5.00 to help cover rising ongoing support costs. This new rate remains below our regular in-market pricing of $74.95 per month. Rest assured that even with this change, Primus still provides you with significant savings vs. the competition.

For more information, please visit www.primus.ca/on/ubb or call 1 888-280-5001.
Thank you for your understanding and for choosing Primus.

Sincerely,
Primus Canada"

Whoa, I had patience with them for way too long. They didn't keep any promise they made to me:
- the price was supposed to stay the same, now they are increasing it 5$ and limiting services
- the unlimited bandwidth down to 25GB a month???? Is this a joke? - "generous" offer to pay 2$/1GB over the limit or purchase 40Gb for 5$
- over one hour waiting periods to contact their lazy and totally incompetent India based customer support
- Quebec technical support mostly useless
- lots of down times,
- so called high speed reduced to a trickle, blamed on the distance from the office, then fixed after 2 years to 0.6mbps once someone realized they can use Bell access closer to my home
- hours wasted on the phone waiting for their reps
- and now THIS!

I am off to Teksavvy - so sorry I waited so long.

member for 3.8 years, 0 visits, last login: 3.8 years ago
updated 3.8 years ago

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Review by kilaj10 See Profile

  • Location: Scarborough,ON
  • Cost: $74 per month (12 month contract)
Good "cheap bundle phone and internet"
Bad "bad tech support bad CC service, terrible internet conenction speeds, bad international calling quality"
Overall "if your lucky enough to get setup without issues you should be okay, if you run into problems your SOL"
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Ongoing issue...

its been 2.5 months and I still have to reset my modem 3-4 times a day, I have been in contact with several lvl 1 and 2 technicians, few seemed competent enough to even read a ticket. there conclusions have ranged from bad modems, my router, my switch and lines in my building, my profile (5Mb down), the BELL lines and even the proximity to there CO.

Terrible call backs even worse hold times for CC and tech support...I should have went to techsavvy or even back to bell or rogers...got to go before my net disconnects again...

member for 12.2 years, 11 visits, last login: 3.9 years ago
lodged 3.9 years ago

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Review by Laidback See Profile

  • Location: Woodstock,ON
  • Cost: $34 per month
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My Other Reviews

·Start Communicat..
Almost 10 years with them now.

We really don't have anything to complain about. Our telco is a different matter.

member for 13 years, 3539 visits, last login: a few hours ago
lodged 4.1 years ago

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Review by Peeping_Tom See Profile

  • Location: London,ON
  • Cost: $85 per month (12 month contract)
  • Install: about 1 days
  • Telco party Bell Canada
Good "Unlimited long distance, many special services"
Bad "-"
Overall "Primus has a worthy price when bundled with DSL"
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Bundled with unlimited long distance and 5-7MB DSL, Primus "Triple Value Bundle" is $85/mo. Their DSL has consistent speeds and includes newsgroup access and no bittorrent throttling. Their phone management web portal has neat features like retrieving voice mail as digital audio files, call logging and telemarketing blocklists. I've had few issues and their phone support is now based in New Brunswick. Primus owns its own DSLAMs in 70 COs.

member for 10.3 years, 17 visits, last login: 3.9 years ago
updated 4.5 years ago

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Review by geod2 See Profile

  • Location: Brantford,ON
  • Cost: $65 per month (12 month contract)
Good "inexpensive, unlimited, unthrottled and NOT BELL!!!"
Bad "none so far"
Overall "I like this company"
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I switched to the Primus triple bundle (home phone, long distance and DSL). I was with Bell (for home phone) and a horrible Bell DSL reseller (for internet).

I am in Brantford and Primus has its own DSLAMs here, so I am no longer a Bell customer in any way.

Transition to phone service was painless and seamless (on December 31). The net was a bit of a problem because I could not connect - the Primus modem (a reasonably priced Thomson Speedtouch 516) did not detect any DSL signal. So I called Tech support and opened a ticket to have the line checked.

However, I still could not get any net connection and the DSL light on the modem remained dead. A day or so passed with no connection. Then the thought came to me to try my old modem (a GNet BB0060a which I bought about 5 or so years ago and used until switching to Primus). I had a connection within less than a minute and was soon online. The Primus connection is at least as fast as the connection I had with the Bell DSLAM (and maybe even a little a bit faster). I contacted Tech support and told them and a new modem is on its way. (I don't really need the second modem, but the Thomson is an ADSL2+ and my old GNet is an ADSL1 - and having a backup modem immediately available makes good sense to me.)

I was somewhat cautious in switching to Primus, given some of the negative comments which I have seen on the net. However, I wanted a new ISP and the prospect of getting away from Bell completely was just too tempting. So I made the move. Now I am glad that I did. I am pleased with the quality of the service and the prompt, courteous attention from customer and tech support.

So far, I'm a happy camper and it pleases me to no end that Bell no longer gets any of my money. My connection to the net is at least as good as what I had before, I have no cap, I am unthrottled and, as the icing on the cake, I now pay less.

Update: The new modem arrived today (Jan 5/10) and is working just fine. I'm happy with my switch to this company.

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member for 4.8 years, 20 visits, last login: 3.4 years ago
updated 4.7 years ago

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Review by grasstango24 See Profile

  • Location: Trenton,ON
  • Cost: $70 per month (12 month contract)
  • Install: about 7 days
Good "Price, easy to talk to. and easy to understand. and great service"
Bad "None"
Overall "Great value for $70 per month"
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We signed up with bell in late august and got home phone and Unlimited long distance and highspeed lite(thats all thats aval here) When we signed up with bell they said it was unlimited down loads so we were happy,. Then a week later bell sets us up. we never got the first bill and I call bell. I was sent to india and the guy says okay sir your bill was sent and could not be Delivered. i said why? the morons had the wrong postal code and wrong box number and the guy said it was our fault. I know we gave them the right addy as I was beside my wife when she placed the order. a week later we get the bill and it was a 2 month bill because the first never came. it was for $280.00 I was like what? I called and they said we over used the net. I said we were told that it was unlimited. again I called to india, and as always they were right and I was wrong. I asked to talk to someone in north america and he said where is that I said CANADA. oh we dont have anyone in canada. lol I called and got a bell person in canada. she droped $80 off the bill because we were told it was unlimited. and 10 mins after that call I had a snotty guy from bell call and say where is our money? I said what? he said the payment is late. at this time I was loosing it and said look I just got the bill 15 mins ago. he said you missed the first month. I said ya because you morons sent it to the wrong town. wrong postal code and wrong house number, he said you gave us the wrong address. I was like No we didnt. he gave us a week to pay. I waited 2 weeks because they treated us so bad, when I payed them in full the lady on the phone said how is our service for you. I said very bad. I then cancled the phone and net with them called primus and set up, we get UNLIMITED high speed, and unlimited long distance and home phone. all for $70 a month. some people were saying how bad primus was to set up and use. and that tech help was bad along with talking to anyone there and saying they were on hold for 40 mins. I called them when we got the modem. was on hold 5 mins and again for the phone. on hold 3 mins. was very happy. everything is working awesome. One thing with bell is when we had friends trying to call they got sorry the phone has bveen disconnected. or sounded like a fax. this is when we still had bell. and bell would not help us because we called them with our phone and it was working. We are very happy with how tech help and sales help were with us. and very easy to understand unlike how bell was. so glad we made the move,. never goign to bell again and have friends now making the move as well.

member for 4.8 years, 0 visits, last login: 4.8 years ago
lodged 4.8 years ago

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Review by kaichen641 See Profile

  • Location: Verdun,QC
  • Cost: $72 per month (12 month contract)
  • Install: about 20 days
Good "None"
Bad "Everything"
Overall "Do not sign-up with Primus Canada!"
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Primus Canada might seem to offer a great deal with its Triple Value Bundle, but don't get caught in the trap. Although $64.95 plus tax for home phone, high-speed DSL and unlimited Canada and US long-distance services sounds great, the service is awful in reality.

First of all, its not what I ordered. I specifically asked for a bundle round $39, but the cheating customer-service representative gave me the $64.95 bundle instead. I didn't find out until I called to confirm and they told me that it was too late and that I was stuck on a 1-year contract. I ask to see the manager and the representative threatens to hang-up and starts raising her voice. She even tells me that I had already confirmed the order (even though I didn't) and that I forgot about the phone call (yeah right!)

So I was stuck with the Bundle unless I pay the $100 cancellation fee, but at-least the service was OK (Even though the Internet speed is actually 2mbps instead of the advertised 7mbps) For a few weeks, the service is still fine, but one day, my internet screws-up big-time. Pages loaded half-way and then stopped and downloads wouldn't even start. I call technical support and the wait-time was amazingly long (around 45 minutes) as usual. I finally get through and the technician tells me its my computer's problem and that I have to try with another computer. I do just that and the problem is still there and the technician tells me there's nothing he can do.

I get pissed and in the end I decide to cancel my service. I pay the $100 and an extra month of service, but I still feel better than staying with that disgusting company. The bottom line is that Primus is a nightmare so STAY AWAY!

I'M SERIOUS HERE, PLEASE DON'T SIGN WITH PRIMUS! YOU'LL REGRET IT FOR SURE!

member for 6.2 years, 11 visits, last login: 6 years ago
updated 6 years ago

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Review by badbet See Profile

  • Location: London,ON
  • Cost: $70 per month
  • Install: about 7 days
Good "None"
Bad "Poor technical service, Prolonged loss of service during changeover"
Overall "Hello? Is this Rogers..."
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Package ordered was DSL and home phone service. Upon receiving the modem (7 days rather than the 10 I was told, not bad) and calling for activation the service tech could only provide me with email and password info, they had no idea how to set up through a router. During the wait period for the modem my home phone service was disabled for 4 days.

At the time I ordered the service I told them that I did not want an invoice emailed to me and that I wanted one by regular mail. After receiving the first invoice by e-mail and trying to pay them I was told that they would only accept pre-authorized payment or credit card payments. I could not pay them in advance at the bank although when I ordered the service I was told that the invoice would not be pre-authorized. I called the "Customer Care" service and was told that their system would only accept pre-authorized or credit card payments because of the modem(?) Customer Care told me all they could do was file a complaint against the agent who sold the service but little else.

member for 7.8 years, 0 visits, last login: 7.8 years ago
lodged 7.8 years ago

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