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PrimusDSL - open discussion forum. Share information with other users.
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 | Anon |  PrimusDSL - BAD BAD BAD - Worst network EVER!!
There network has continual problems. "Routing problems" is there favorite thing to say. Their routing problems that affect their entire network at times, goes down at least once every two weeks.
There has not been one month where I received reliable service.
I highly suggest you do not use PrimusDSL. Their network is one of the worst, their tech support people are incompetent, calling tech support is at least a 30 minute on-hold process.
They can not seem to remedy these continual and ongoing problems. I have problems dating back to Decemeber.
PrimusDSL = BAD BAD BAD!!!!!!! | |
| | Anon | HORRIBLE: Lack of service, support and information
To PrimusDSL and Primus Telecommunications
Due to a lack of service and several breach of agreements, we insist that our contract be terminated in accordance to the "30 Day Total Satisfaction Guarantee". We will return the router, but can not return the comprehensive information Guide as none was ever provided.
During this very unpleasant attempt to acquire DSL service from PrimusDSL, we encountered the following problems:
1) Lack of Service
Although the North Point technician that installed the line claims that he received a signal on his lap top, none was received by our PC over at two week period. A review of the phone and DSL system by an Atlantic Bell technician revealed that the DSL connection to the phone box was not properly performed.
2) Lack of Support
We contacted Technical Support on an almost daily basis to request assistance with our connection. We would hold for thirty minutes to one hour , be told to perform several ping tests, be told to modify our system and eventually told that a "ticket" would be written. As per the technicians suggestions, we reinstalled Windows and IE, repeatedly reconfigured our PC and even installed Netscape as an alternative. None of the suggestions produced a connection or altered the outcome of the ping tests. We were told that the "ticket" would lead to further assistance, but appeared to be only a means of relinquishing any and all responsibility to someone else. At no time did our calls to Technical Support result in an attempt by PrimusDSL or Northpoint to physically examine the faulty connection. A Northpoint Technician was only dispatched when we bypassed the normal process and contacted senior level employees at Primus Telecommunications.
3) Lack of Information.
Although the PrimusDSL web site clearly states "You also will receive the comprehensive PrimusDSL Installation Guide covering pre-installation and post-installation information", none was provided. Several representatives admitted that the Installation Guide does not even exist. All requests for comparable information directed us to contact "Technical Support", who did not respond to our email request and provided only a two sentence explanation of the process in response to our repeated phone calls. On several occasions I requested to speak to a representative or technicians boss, but was told that I could not and even refused to tell me the their boss's last name.
4) Lack of Cooperation and Coordination.
At every step in the installation process, PrimusDSL was unable to provide information on activities that involved Northpoint and Bell Atlantic or the information given was incorrect.
Example 1: We were to be informed in advance of the "loop date". After two weeks we became concerned, called our sales rep "Steve" and discovered that they would be at our house "some time" the next day.
Example 2: During the installation process an error occurred that resulted in Bell Atlantic having to make a second visit to our home. We were not informed of the error or the delay until we contacted PrimusDSL two weeks after the loop date to find out when our in-house installation would occur. Once again, we were informed that they would be at our house the next day, but that the installation would be delayed several more weeks.
Example 3: When Northpoint finally agreed to dispatch an technician to check and repair the faulty connection, we insisted on a one hour notice so that we would not have to wait at home the entire day and that we would not be available after 5:00 p.m.. At about 1:00 we were informed that a Northpoint technician would arrive "around 5:00". The technician actually arrived before 1:30, but only after we had altered our schedule to accommodate the 5:00 installation.
In short, our experience with PrimusDSL and Northpoint has been HORRIBLE. | |
| | |  GREAT GREAT GREAT!!!!
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| | | Primus DSL disconnects I have recently switched to Primus DSL service after the Magma buyout and am not pleased. I have had frequent dsl disconnects with and without the router. After testing without the router, i know it's the service. I have checked/replaced filters and phone lines as well isolating all other possible problematic options. Is anybody else experiencing this poor service from Primus? | |
| eac
join:2006-01-07
Lynn, MA | Primus Tech Support now 8/5?
I have a Primus ADSL line provisioned by Covad. I totally lost DSL service today. The modem connects to the remote end. I can ping my static ip address but not the ip address of the remote end.
I hit a big brick wall trying to get support. Both the 800-470-8786 technical support and 800-966-3541 dedicated hosting numbers answer with automated responses and no way to leave voice mail. I even called the main McLean number and tried to leave a general voicemail but it was full. I got other 1-800 numbers but they lead to the same guy in India who says that tech support is closed today and to call on Monday!
Is anyone else having problems or is this the new Primus Tech Support? I am thinking of calling Covad to see if I can be switched over from Primus easily.
73 Eric | |
|  | eac
join:2006-01-07
Lynn, MA | Re: Primus Tech Support now 8/5? Hello again,
It seems the problem was a qlitch in the telephone system. I was able to contact Primus through another 800 number. After doing some searching it seems there are hundreds of 800 numbers for Primus. I now have a text file with my collection of names and numbers for Primus.
The network technical support number for DSL Data problems.
1-888-832-4655 Option 2
I have not seen the number listed anywhere.
I am still have problems with my DSL and a Covad tech will visit next week. Likely the tech will find nothing wrong and pass the problem back to Primus.
73 Eric | |
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| | Waited almost 2 weeks without a phone
It has been a week and a half, I have not deceived the modem yet.
I called them up only to find out that they never put an order through to replace the defective modem.
Every time I call they never once apologize for the inconvenience of not having a phone. The customer service is horrible, this was their mistake and they treat me as if this is my problem. I have called them about 6 times now and they leave you on hold forever. I have a prepaid cell phone for emergencies and have spent to date about $200.00 just calling the customer service.
Frustrated with poor customer service in London | |
| | | Primus Traffic Shaping :: For Better or for Worse !!! Saw today in “Monitor Today” and “Digital Home” that my provider has started DPI. So far all the hype has indicated that ISPs have throttled traffic of their choice instead of actually using good judgement to improve the internet experience of the subscriber. They have taken it for granted that P2P is bad and since majority is using this application beat the hxxl out of it.
»www.digitalhome.ca/content/view/3509/280/
»www.digitalhome.ca/forum/showthr···t=103874
From the article it seems Primus has taken a different path, even though they have prioritized the traffic rather than throttling, they have actually applied good judgement to improve subscribers internet experience.
QoS is a preferred practice to improve network traffic experience and performance where best practice suggests that you provide priority based on the realtime / time sensitive / non-realtime nature of the traffic. You implement your priority as mentioned above and let the network deal with packets as it is / when faced with congestion rather than you specifically saying how much/when traffic of choice should be dropped/throttled.
Being a final year student of IT & Networking, I know for sure that this is practiced and taught and implemented in any enterprise / corporate / network environment. In a way I am surprised and kind of happy that Primus has taken this route other than its adversaries. Also to note I am using Primus DSL for the last 3 years.
The first year’s DSL experience was not so good but it must be mentioned since sign-up I have enjoyed following
- no speed limit
- no monthly BW usage Quota :: My monthly usage as per my tracking is over 300GB. Never got capped.
- multiple sign-in with the same account
- 1Km from Ottawa CO, modem sync 16M/900K. Speed test varies based on time of day.
Now, with my skepticism and with hope that my provider will not lie I have put the service (their newDPI) to test an hour back, since from my past experience I have seen speed degradation around this time. TS has made me aware in the past that Primus has some sort of network congestion in Ottawa, must say it has improved by leaps and bounds in the last 2 years.
I am avid user of P2P for both leech and seed. I started multiple P2P and NNTP downloads reaching upto 8Mbps. At this point usually I have seen that video streaming / browsing would be slow compared to my P2P/NNTP downloads. Today I was very thrilled to see that my video/audio streaming and web was working as if there was no other download happening. I saw that my P2P and NNTP gradually slowed down as I requested more of audio/video/web. To a network geek like me its QoS in real life. The moment I closed my whole Firefox/Chrome browser containing web/video/audio (tabbed) the P2P/NNTP jumped back to full 8Mbps.
What sort of intent Primus has, to serve its monetary purpose I do not care, I paid for internet connection with highspeed to experience the internet better than dial-up and my trial today just demonstrated that. I hope they stay true to their words. | |
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