You can contact Primus Customer Service and Tech Support to resolve most issues immediately, or within a day. However, please keep in mind that some issues take time to resolve (at least a business day, if not three or more); and you may be provided a ticket# to track it on future calls.
For unresolved issues, it is suggested to call no more than once per day to get a status update on an issue or ticket#. Multiple daily calls will usually only provide the same information, in addition to reducing service as a whole to other subscribers - since someone is dealing often with you. You may also be requested to refrain from calling continuously for the same issue.
When you do not need an immediate answer, or for simple queries and non-emergency issues, it would be preferable to contact Primus via email where you can provide more details effectively.
WHEN YOUR TBB SERVICE IS DOWN: You can use email, the Portal Chat Service, Toll Free numbers or Remote Phone from another Regular or VoIP line, as listed below.
Skype.com can also be used to call the Toll-Free numbers provided below; currently provided free of charge.
By Email:
Customer Service customer.care@primustel.ca
Technical Support support@primustel.ca
Depending on your request, you may get an answer back very quickly, or you may have to wait a few days for a response.
By Phone:
From your TalkBroadband line press '0', or '611', and follow the prompts carefully. Sometimes a selection is provided for "Primus Service and Accounts" and a later selection is provided for "Internet and TalkBroadBand". The former selection generally refers to Primus Home Phone Service (POTS), and if you select this, you may have to wait only to be transferred to the correct TBB queue, thus increasing your total wait time! Please note that reference to "Residential Service" is in regards to non-business accounts and not to the Primus Home Phone product.
Toll-Free access:
•Sales 1-800-830-5511
•Customer Service 1-800-806-3273
•Technical Support 1-800-370-0015
Please note that the Customer Service and Tech Support phone lines are generally extremely busy from 17:00 - 22:00 (Eastern Time). Try calling outside these hours to minimize your hold times.
Many subscribers have reported shorter hold times when calling via '0' on their TBB line, rather than dialing the whole 1-800 number; assuming your line is not OutOfService (OOS).
Via Remote Phone:
Once you access your TBB line via Remote Phone Local Access Numbers, you can simply dial '0' or '611', and follow the prompts as above.
Via the TBB Portal:
Log into your account at https://mytbb.primus.ca/login.php and click on the 'Forum' tab. Customer Service, Sales, Marketing, and Technical Support staff monitor posts on the forum and can often assist subscribers for some issues presented.
Via Online Chat:
Please note that this service is not currently available on the MyTBB Portal. Once the chat application is out of beta, users will be able to click on an icon at the top of each MyTBB Portal web page. Clicking this icon will bring up an online chat application through which technical support representatives may be contacted.
By Mail:
5343 Dundas Street West
Suite 400
Etobicoke, Ontario
M9B 6K5
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by canoe  edited by Styvas
last modified: 2007-01-31 18:50:06 |
