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About
Primus Telecommunications Canada Inc. - open discussion forum. Share information with other users.

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kevmetric
Competition, Open And Free Markets

join:2002-01-15

It's been 18 months with Primus ADSL

So far, so good.

kevmetric
Competition, Open And Free Markets

join:2002-01-15

1 edit

In July 2003, I got scammed big time with Primus


Primus was one of the companies (very few)
that actually had the gall to scam me.

And when I say scammed, I mean scammed. Fraud. Ripped off.

I got charged 1 month for a service I didn't use when
I canceled Primus DSL.

I waited 2 months for Tier II to have Primus' backbone
or WAN specialist fix their uplink from the central office
to the Primus backbone, with nothing to show for it but
lies, and falsehoods from Tier II.

I got hung up on by Tier I due to they're not wanting
to own up to the problem.

And worse....having resolved thousands of similar DSL
problems myself, it was unbelievable a company could get
away with it, as much as like seeing a bat fly out of hell
like Van Helsing the movie - with its creatures.

I got scammed big time as a Primus customer.
They even charged me $200 for a modem not
worth more than $15 these days on ebay.ca

Screwed by Primus

I'm in the process of being screwed by Primus, just need to vent a little about it.

I've been a user of Primus DSL in BC for about 6 months, I'm one of the disallusioned ones who ditched Telus after they decided to start monitoring their BW useage. I switched to Primus, and took a speed cut from 2.5Mbit at Telus to 1.5Mbit at Primus, because Primus offered unlimited use. Months went by, I continued my bw happy existence. A couple of days ago I had a message on my answering machine saying I had to call them within 24 hours to discuss my charges for bw overuseage.

Apparently they decided to change their terms of service (In November) to limit the bw useage on their accounts. They claimed to have sent me a letter in November (which I never received), and have sent me multiple emails to a primus email account that I have NEVER once used, since I use a gmail account. They say I owe them $350 in bw charges. Of course, I refuse to pay, considering that they let me merrily abuse bw and never once picked up the phone to discuss it with me (in 3 months). My monthly statements have been arriving, showing the $24.95 being billed to my M/C, with no mention of anything out of the ordinary.

The 'manager' I managed to speak with said there's nothing I can do, and if I refuse to pay they'll disconnect my account immediately. Here we are 2 days later, and the DSL is still working. Go figure.

I'm sure there's wording in their ToS that states that they can change anything at any time with no warning to anyone, but regardless, I think it's a terribly shoddy way to run a business. All they had to do was made a 30 second phone call and leave a message like they did when it was time to collect their ill-gotten gains.

All in all, it was a terrible experience right from day one, when their activation website didn't work and I had to have my account activated over the phone, and thereafter could never log into their member services section. Top it off with a ridiculous bill, and slowass deactivation, so I can't even call another isp to have the line reactivated until Primus is cancelled.

Frustrated,

Brian in Kelowna
moonstarr

join:2006-05-15
Montreal, QC

Primus DSL Connection sucks

So I have a great deal with them. $60 tax incl. for an unlimited download 5meg DSL line PLUS a telephone land line (not VOIP) with all the major features you would want on a phone. The contract is for one year.

They originally put me on some sort of bell / primus shared 3meg line that was horrible so I pushed them to put me on a 5 meg primus line. it took a while to get done. Primus said bell was taking forever to get to my work order.

However even with the 5 meg profile it' seems the network is super saturated. Long pings and too many hops. Primus said Bell was having major network problems and that by the end of Jan.2008 the surfing speeds might be more stable.

I can get fast 480K download and 80K upload speeds its just not consistent. So I'm willing to wait a month until these two companies (Bell / Primus) sort out their issues.

Anyone else having connection issues in the montreal area?
grs7

join:2007-12-30
North York, ON

Re: Primus DSL Connection sucks

Having the same type of problems in toronto area. Poor, inconsistent speeds.

N0100

@highspeed.eol.ca
I have the same problems with Primus Canada in the Gatineau region.
lacerte

join:2007-12-05
Windsor, ON
Same in Windsor. I work from home and during day I measure 2.8-3.2Mbps download, at night it's down to 110kbps my wife can't connect to SMTP mail server without complaining of the slow server. Primus has promised me resolution by end of January too. I also am waiting for a promised $50.00 credit that was promised after I complained 6 times.

Mr Ching

@dsl.bell.ca
Primus flyers looks and sounds great. I am looking at switching from Bell to Primus. But by the sound of you guys, I better hold on and not switch DSL service as of yet. What you guys think?
ShadowRider4

join:2005-06-29
South Orange, NJ

Connecting Primus DSL using linksys router

I'm having a problem where I can't seem to use my linksys router with my Primus DSL.

I'm able to login with my login ***@1mm.primus.ca and password when I connect through just the modem the first time

But when connecting the modem to the router and putting that same login and password into my linksys under PPPoE I can't get a connection. Are there additional things that I need to change in the router?

mr_c

@tor.primus.ca

Re: Connecting Primus DSL using linksys router

I had a similar problem with my TrendNet Router as soon as I switched to Primus. I got someone helpful from customer service (one of of ten times ain't bad) and he told me to set up my modem as follows:

Access your modem via Internet Explorer (192.168.1.254 in my case).

Click on Speedtouch in the upper right and "setup" appears near the bottom of the window.

Click on "setup" and then "next" and then select "routed PPP" then "next"

Select VPI/VCI = 0.35

Connection type = PPP over Ethernet

enter your username and password then "next"

leave administrator password blank then click on "start"

unregistered555

@tor.primus.ca

smc router won't connect with primus

After much time spent on the phone, I now have primus phone and internet service that somewhat resembles what I actually ordered (that's a different story).

So the speed on the internet line is great so far, only had it a day, but can't seem to get my smc7004vbr router to work with the thomson 516v6 modem. Connecting straight through the modem works well though.

Any ideas? I've heard some routers just aren't compatible with some modems...

The other thread here about routers is of no use.
xgmranti

join:2005-10-31
Almonte, ON
kudos:1

1 edit

Re: smc router won't connect with primus

I have no experience with that particular router but make sure your modem is in bridge mode when you try to use it with your router.

Scarborough Primus subscribers?

Any users of broadband and/or telephone services in the general area around/at Kennedy/Danforth Rd please describe your çurrent service levels, I was told, no caps and no throttling.
Thank you.

anonnotreally

@rogers.com

Re: Scarborough Primus subscribers?

Alright i'm taking a gamble since no recent reviews, i've joined Primus. Will update thise section with either; praise or the ole whine and beech dance

anonnotreally

@tor.primus.ca
Well i'm on Primus now, i did have to make a couple of calls to mostly to verify my connections and 1 to complete my internet connection. So far i'n pleased with my sevice, the browsing is quick seems quicker that the speedtest i just took, phone is good.
So as a newb Primus subscriber, i'll give them a 9/10 only because i had to call

I'll report later on things like caps, being throttled and see if i can get as close to the 7mbps with another call later into the service, although it shows

anonnotreally

@tor.primus.ca
Testing my DL and UL speeds this is what i'm getting currently:(note my port forwarding isn't setup properly)

:::.. Download Stats ..:::
Download Connection is:: 4386 Kbps about 4.4 Mbps (tested with 4096 kB)
Download Speed is:: 535 kB/s
Tested From:: »testmy.net/ (Main)
Test Time:: 2008/05/02 - 4:49pm
Bottom Line:: 76X faster than 56K 1MB Download in 1.91 sec
Tested from a 4096 kB file and took 7.65 seconds to complete
Download Diagnosis:: Awesome! 20% + : 115.21 % faster than the average for host (primus.ca)
D-Validation Link:: »testmy.net/stats/id-93URQI5AG
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.8.1.14) Gecko/20080404 Firefox/2.0.0.14 [!]

:::.. Upload Stats ..:::
Upload Connection is:: 705 Kbps about 0.7 Mbps (tested with 1496 kB)
Upload Speed is:: 86 kB/s
Tested From:: »testmy.net/ (Main)
Test Time:: 2008/05/02 - 4:52pm
Bottom Line:: 12X faster than 56K 1MB Upload in 11.91 sec
Tested from a 1496 kB file and took 17.38 seconds to complete
Upload Diagnosis:: Awesome! 20% + : 102.01 % faster than the average for host (primus.ca)
U-Validation Link:: »testmy.net/stats/id-GHK32NTLD
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.8.1.14) Gecko/20080404 Firefox/2.0.0.14 [!]

anonnotreally

@tor.primus.ca
So far, i'm pleased with both their landline and DSL services, it's been steady/consistent, i just have to port forward properly for max DL/UL.

Current speedtest:

Download speed 3766 Kbps (socket test)
Upload speed 740 Kbps (socket test)
Quality of service 99 %
Maximum delay 56 ms
Round trip time 1 ms
Upstream jitter 1.1 ms
Upstream packet loss 0 %
Upstream packet order 100 %
Upstream discards 0 %
Downstream jitter 4.2 ms
Downstream packet loss 0 %
Downstream packet order 100 %
Downstream discards 0 %

anonnotreally

@tor.primus.ca
**Update**

I was moved to a Bell Nexia portal they (primus) said i was too far from the CO...and my speeds would be much better BUT this is what i'm getting at the moment? I think i would rather be further from the CO if this new portal is suppose to "improve" my speeds...LOL It's a joke let's see what happens next?

spepin77

join:2007-12-06
Hey there,

I work for Primus, and would love to know why you were moved off of our DSLAM to Nexxia.
Would you be able to PM me your phone number so I could have a look?

Thanks.
anonnotreall

join:2008-05-16

Re: Scarborough Primus subscribers?

Any news yet?
Thanks
anonnotreall

join:2008-05-16


Speed is back up to 5mb profile nothing near the 7mb for tri-package and getting throttled, ping is down so i'm guessing i'm not on Primus but on Bell equipment as both my DL/UL are being relegated to single digits.
anonnotreall

join:2008-05-16

1 edit
Today this is what i'm getting at tested times:

:::.. Download Stats ..:::
Download Connection is:: 4106 Kbps about 4.1 Mbps (tested with 102391 kB)
Download Speed is:: 501 kB/s
Tested From:: »testmy.net/ (Main)
Test Time:: 2008/06/07 - 5:11pm
Bottom Line:: 72X faster than 56K 1MB Download in 2.04 sec
Tested from a 102391 kB file and took 204.264 seconds to complete
Download Diagnosis:: Awesome! 20% + : 109.81 % faster than the average for host (primus.ca)
D-Validation Link:: »testmy.net/stats/id-ELAM07OBG
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 [!]

:::.. Upload Stats ..:::
Upload Connection is:: 645 Kbps about 0.6 Mbps (tested with 1496 kB)
Upload Speed is:: 79 kB/s
Tested From:: »testmy.net/ (Main)
Test Time:: 2008/06/07 - 5:15pm
Bottom Line:: 11X faster than 56K 1MB Upload in 12.96 sec
Tested from a 1496 kB file and took 19.008 seconds to complete
Upload Diagnosis:: Awesome! 20% + : 80.67 % faster than the average for host (primus.ca)
U-Validation Link:: »testmy.net/stats/id-UIY61FWKD
User Agent:: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 [!]

As everyone (resellers) else, bell is slowing things down at certain times, i haven't been downloading much via P2P as yet to determine their times also when i'm streaming it seems okay; stable and smooth, sites like Youtube and TUV. It's time for me to post my review in the review section.
marks69

join:2002-08-14
London, ON

Re: Scarborough Primus subscribers?

your one of the lucky few. i've been having problems with them since christmas. a steady stream of drops, slow speeds, bad service, blame passed to bell and back. worked great for 6 months then this.
anonnotreall

join:2008-05-16

Re: Scarborough Primus subscribers?

I'm glad you mentioned 6months as i haven't gotten there as yet, i'm just pass my 2 month mark.
I'll hold out for a few more months then before i add my review.
derfyman

join:2008-08-10
Scarborough, ON
Hey guys new to the site, my father has just signed up with primus for phone and internet 7mbs i think was what he said. when i signed up with rogers it was very simple to setup my internet working with the cable modem was easy but i am having trouble with primus setting up his internet. basically i have the setup disc and i get to the part where you put the model number and then it starts to configure the modem but then fails to configure. It's a speed touch 585, i was wondering what i am doing wrong, i have been reading on other sites and i think i know 1 thing i did wrong having the modem plug into the phone filter that was also a slpitter with another phone plugged in. do i need to unplugged all phones in the house and just connect the modem directly into the phone jack? the modem is about 10cm from the phone jack. he is pc illiterate so i'm the only one who can go over and solve this problem lol. he just bought a new laptop with vista 64 bit home premium which is connected to the modem via ethernet cable. thanks to anyone for suggestions in advance.
derfyman

join:2008-08-10
Scarborough, ON

1 edit

Re: Scarborough Primus subscribers?

The problem has been fixed forget i asked anything

leehoewonek

@d-ip.magma.ca

magmacom.com junk mail forwarded to magma.ca address

I recently received a larger than normal blizzard of junk mail - all 'undeliverable' - some botnet victim put my address in the 'return address' field. Except that the address was actually @magmacom.com, not my actual address @magma.ca. I've long had a filter on my email client to discard these, but my wife complained that the junk filter is catching some mails that she wants, and with over 1000 a day it's hard to find the valid ones.

So I contacted Primus support (alas, not the good old Magma support of years ago), and they told me the two domains map to the same address, so there's nothing they're willing to do to fix it, it's my problem to deal with. I let them know that leaving it as is may push me away to another ISP.

But, one thing they said was that they weren't going to resolve such an issue for just one account. So, I'm wondering how many other clients at Primus are getting large amount of junk mail that isn't rightfully theirs. Are there folks who've noticed that the 'to' address is a different domain. If so, please let me know, and if we have enough customers who are unhappy with being overwhelmed with junk mail that isn't even addressed to them, then perhaps Primus will be motivated to put in the effort to fix this.

thanks,

anonnotreally

@tor.primus.ca

Re: magmacom.com junk mail forwarded to magma.ca address

I'm fairly new to Primus and i'm just using the "canoemail" for any online billing i have and my "gmail" account for everything else.

I know how you feel regarding "customer" support, my experience has been hit or miss so far at 50/50.

I've come to the above resolution based on my long term relationship with Rogers.

Home Line

@canadabread.ca

Home line

Im thinking of getting primus home line (no voip), are they good, does anyone have experince with them?
anonnotreall

join:2008-05-16

Re: Home line

I've got them with my triple value bundle, it's been great to-date. I especially like the filtering of tele-marketers.
KC7

join:2006-11-08
Ottawa, ON
Voice Line solid! KC

Sirdemonlord

@aliant.net

Things to Look for when Troubleshooting Primus DSL

----------------------------------------------------------
Connect But Can't Browse
-Look At your firewall settings , Anti-virus Software settings make sure its not blocking port 80.
-Delete Temporary Internet Files.
-Delete Cookies
-Can you Ping with host or ip?
-Turn modem off for ten seconds and turn it back on
---------------------------------------------------------
Can't Connect
-Turn modem off for ten seconds and turn it back on
-Try and note error the error you get.
Error
-678
»support.microsoft.com/kb/892889
-691
Username/Password issues Double check spelling on username and password

Check Cables
-Is Ethernet light on , on the modem . If not check the network cable.
-Is DSL light off or flashing , If so check your phone cord from the modem to the wall should be less then 6 feet check filters on phones try with phones unplugged. And the modem should not have a filter on it.
-----------------------------------------------------------
Flashing Red/Green Power light unplug network and phone cable if it stops might be a bad cable. Reset hole in the back of the modem try to push it in for 10 seconds(might have to call tech support to reconfigure)
-----------------------------------------------------------
Can't connect with router.
Remove router and test with modem directly connected try and connect , and see if you can browse, if yes , look at your router settings, reboot router, then test it again with modem connected to router , if it still fails reconfigure router , if you are unsure of how call your router company they will help you set it up.

If you still cant connect with the modem directly connected to the computer note the error, if you don't have internet to research error call your tech support they will look it up for you.

Just adding a new router to your Primus modem
If everything fails after configuring router call your tech support make sure your modem is configure to use a router with it.
-----------------------------------------------------------

Thanks


stimpsonthecat

@rogers.com

STAY AWAY from Primus


I've had primus home phone/Long Distance using Bells
lines and DSL.
I switched from BELL to Primus due to Bells incompetence
at fixing old lines in my area. I had no phone service at all from Bell over last Christmas, so I switched to Primus.

Then the fun began.
Several times I've had no service again from Primus and each time it's been their local equipment, but this time was the last straw.
We woke up to no phone service.
Called Primus and they were looking into it.
Called back the next day and it has still not been fixed.
We waited 12 days and called Prmius.
They said the ticket had been closed the day after it was opened. They put in another ticket and Bell techs came out and looked at it and while he was talking to the office, the office guy said the problem was at Primus's office.
Nice Eh?!!
Well my number is being ported to a voip provider Unlimitel.
BYE BYE BELL AND PRIMUS FOREVER!!!!!!
Can you tell I'm fed with both of them
Oh and have a few beers ready when you sit on their tech support lines because it'll be awhile. Good thing we have a cell phone....

DontchoosePrimus

@videotron.net

DON'T Switch to Primus!!!

I've been a long -term Bell subscriber, but changed to Primus because their rates were cheaper. I then spoke to someone at Bell, (yes, should have done this first), who offered me a competitive rate. When I called Primus to cancel my order (more than 48 hours ahead of the time the switch was to be made) Primus refused to cancel the order!! So now I"m stuck with the cancelation fee and the first month's payment!

Another thing- Primus Customer Service is THE WORST! The shortest amount of time I waited on hold was 45 minutes, the longest was over an hour... And once you finally get someone on the line they are not helpful in the least.

SO, please learn from my mistakes- DO NOT USE PRIMUS! Just use their rates to negotiate a better deal with Bell. And if you end up with someone unhelpful with Bell (there are good and bad), just hang up and call again.

••••
ryuhosuke0

join:2008-11-28
Markham, ON

Primus DSL problems

sigh its been two weeks since i dont have high speed due to some failure with dropped connections

i went through their troubleshooting and i keep getting Error 734: the ppp control link is terminiated

is there a way around this?
it is showing up in both windows vista and XP

MrOrange

@primus.ca

Primus Throttles in Canada

I am in the Kitchener area, and Primus does thottle bit torrent traffic. My speed crawls at 20 - 50kbps during the day at exactly 3AM it jumps to well over 500kBps and then dies out to 20 - 50kBps at approx 6AM.
light_speed

join:2009-03-18
Nepean, ON

Re: Primus Throttles in Canada

In light of my findings I would beg to differ. It might be quite possible they have local congestion in that area and that was causing the speed to go down.

»Primus Traffic Shaping :: For Better or for Worse !!!

You can try out one thing, when you are faced with this low rate use streaming and other web browsing and see if there is performance degradation or not. This would be a good indicator.

I frankly do not trust speed test sites much. For example "www.speakeasy.net/speedtest" here different locations give you different speed reading. Sometime due to my laptops CPU utilization I get less than dial-up speed as Java app gets stuck. I take multiple readings from multiple sites and determine my average link performance.

Keep in mind Im in Ottawa and you are Kitchener. My suggestion is based on what I have seen here.

Would like to know what you found / experienced ?
cheapbastard

join:2009-04-14

Re: Primus Throttles in Canada

It's actually Bell throttling them as they do with all their resellers. In my area it gets back up to speed from around 2 am till noon, i can live with that as Primus has no caps.
light_speed

join:2009-03-18
Nepean, ON

Ottawa University - Primus Service :: Requesting info

anyone in this area using Primus DSL where the speed is over or close to 5Mbps. im scouting to get my summer residence to avoid bells wholesale dsl to avoid throttling....
cheapbastard

join:2009-04-14

Primus Canadian support

For those who still think you will have to deal with a non-canadian support team with Primus well, your fears/issues have been answered as per email i got awhile back.

"Primus Canada is pleased to announce that effective March 30th, as a valued High Speed Internet customer, you are receiving exclusive Canadian-based Customer Service and Technical Support.

We are creating over 100 new jobs at our call centre in New Brunswick through 2009 and 2010, in an effort to maximize employment opportunities for Canadians and provide as much Canadian-based Customer Care as possible.

In order to ensure that you receive Canadian-based Customer Service and Technical Support, you will either need to call from your telephone number as registered with Primus or enter it when prompted.



Thank you for choosing Primus Canada. We greatly appreciate your business.

Sincerely,
Primus Canada"
Joska4

join:2007-09-20
Canada

Re: Primus Canadian support

Even better, the last two level 1 guys I spoke with were very knowledgeable and helpful, in stark contrast with the bleak experiences of the past six months or so. My fingers are crossed that my stability problems may finally be addressed.
cheapbastard

join:2009-04-14

Has things improved for you

It's been quite sometime now since i've had to complain ...and that hasn't changed either i'm just here to ask, "is anyone else getting much better speeds than before?"

Normally my speeds pick up from 2am till noon but now it's 4:31pm and i'm getting 250ish kB/s

So should i whine about it being too slow and try for more? LOL
dearsir8

join:2009-11-25
North York, ON

Primus DSL speed

I have recently switched from Rogers to Primus DSL (triple value bundle). The advised speed is up to 7Mbps, however I can only get 4.2Mbps after some work done by the technical support. They have also mentioned my distance is far away from CO but I don't understand why I can't get something close to 7Mbps. Is there anything I can ask Primus to improve the speed on my DSL line?

•••••••

Brian Esque

@qwest.net

Any reviews for Pulse Telecom?

Hi.
I was recently relocated to the USA and I’m looking for a long distance phone company to call my relatives and my friends in Europe. Someone told me that Pulse Telecom could be an option. Any reviews for this provider?
Thanks.

mrwuyou

@dsl.bell.ca

Primus

I had Bundle Lite for about 2 years. Half a year ago, I discovered that the internet speed was hovering about 150 kbps (500 kbps out of an advertised 1000 kbps at best of time). After many back and ofrth communications and testing, Primus confirmed that the slow speed was due to its network problem. However, to fix the problem I have to upgrade! The next bundle costs $73, which makes PRIMUS not competive. I have since left, which is one of the 3 options that PRIMUS gave me.