wicked13
join:2009-10-18
2 edits |  Another "stay away from primus" topic
Yes I'll be among those around here yelling at you all to not make the grave mistake of going with primus!
I've been with them for over a year the service started out okay, but very soon I started noticing really bad speeds and at times no connectivity. For the last 2 months my modem has only been syncing at 896 / 2.400 kbps. I called them, had to wait for 43 minutes to talk to a rep. They made me do all those ping tests and netstat stuff and email them the results also made me do a speedtest from speedtest.primus.ca. They were not able to figure out a problem and told me that they are opening a ticket and something will happen in 2 business days, they are not even going to call me to tell me they have fixed it or not, all they told me is that if anything is fixed I will see a difference in speed. They expect me to keep calling them to follow up (not a good customer retention plan). When I ordered primus over a year ago it was a 5mbit plan. Over the summer(May/June) I was getting 7mbit. Then suddenly when August came my modem started only syncing at 896 / 2.400 kbps. My latency is always over 500 throughout the day!
A few months back I also remember they had changed my account settings to only 2000 kbps download speed and I had to call them to get it fixed. When it happened in August I thought maybe thats what they did again, but now they tell me they don't know what could be wrong, I still think though that they have fixed it to sync at 2,400 kbps by themselves like last time.
If a primus rep is reading this, I really hope Primus start working on improving its service. You shouldn't be offering internet in places that you can't provide a good service.
I'm in Brampton, Ontario and I'm a little over 2 miles from a Rogers building, the one on 8200 Dixie Road, if that matters at all. |
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jfmezei
Premium
join:2007-01-03
Beaconsfield, QC
 ·ELECTRONICBOX
| It would help the debate if you could find out whether you are on a Bell DSLAM or on a Primus owned DSLAM.
In the first case, sync problems are the responsability of Bell and all Primus can do is file tickets and escalate when they don't get fixed.
If the DSLAM is a Primus one, then Primus has a bit more of a responsability, but if the problem is caused by poor copper line quality, it also bounces back to Bell because the copper is Bell's responsability. |
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wicked13
join:2009-10-18 | How can I find out which DSLAM I am on? I guess only a Primus rep or tech would know. |
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TBBPM
join:2009-02-09
| For starters, do you have standalone DSL with us or local as well? If standalone, it is definitely Bell equipment. If it is bundle (which I suspect it is based on you getting 7 Mbps in the past) and have all the features included - likely to be our DSLAM. |
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Jazdi
join:2009-07-06
Ottawa, ON | reply to wicked13
Try using the PPPoE login "test@test", password "test". If that login works and you get an IP address (albeit with no internet connectivity) you're on a Bell DSLAM. If it doesn't work, you should be on a Primus DSLAM. |
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wicked13
join:2009-10-18
1 edit | reply to TBBPM
Yes it is a bundle with phone and DSL.
@Jazdi: I will try that later, thanks for that tip. |
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wicked13
join:2009-10-18 | reply to Jazdi
Connecting with test@test does not work. So I am guessing that it is a Primus DSLAM. |
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koreyb
join:2005-01-08
Etobicoke, ON
 ·Primus Talkbroadband
·TekSavvy Solutions..
| reply to wicked13
Another stupid question..
If you have more than 8 calling features then you are for sure on Primus's Equipment.
I'm thinking you are cause of your uplink being at 896 sync. Bell only offers a max of 800.
Bell is responsible for the copper regardless but you are responsible for your in house wires.
I would test at the demarc point in your home. This is the first spot the wire from the road comes in to the home to test what sync you are getting there. If it's the same, chances are it's outside your home, which then is a Bell responsibility to fix. Primus does have the ability to get bell to correct issues if possible, but it does take persistence because Bell is not easy to work with. Keep that in mind. This is the case with all providers.. And they have no choice but to use Bell really. |
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wicked13
join:2009-10-18 | Yea someone else also suggested that to me, to plug in my modem at the demarc point which is on the front wall of my townhouse(on the outside). I will plug it in there tonight and check. |
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wicked13
join:2009-10-18
| Ok I have just checked by connecting my modem straight to the demarc located outside my house(on the front wall of my house) the demarc is brandnew because it was changed by bell 5 months ago. The modem was only syncing at 896 / 2.816. Now that I connected the modem inside my house where I always have it plugged in, it is syncing at 896 / 2.400. So it is not a problem inside my house. |
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TBBPM
join:2009-02-09
| said by wicked13  :Ok I have just checked by connecting my modem straight to the demarc located outside my house(on the front wall of my house) the demarc is brandnew because it was changed by bell 5 months ago. The modem was only syncing at 896 / 2.816. Now that I connected the modem inside my house where I always have it plugged in, it is syncing at 896 / 2.400. So it is not a problem inside my house. I have asked our TS manager to follow up.... |
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wicked13
join:2009-10-18
1 edit | the modem is syncing at 928 / 3.008 since this afternoon but that is still not 7000 (the speed I was getting in May/June) or even 5000 the speed that I was promised when I ordered from Primus over a year ago. |
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wicked13
join:2009-10-18
| Here are 2 speedtests I did. Look at the latency, it is what I get throughout the day. Only time that its below 100 is in the afternoon.
 |
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mario1
@ftn.net | It's probably a problem with the line, get Bell to take a look at it. |
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wicked13
join:2009-10-18
| Have talked with a Primus tech support rep for 3 days in a row. Finally today they are going to update the ticket to get a tech sent to my house whenever one is available. They tell me that somehow the line seems to be capped at 3.1mbit even though it is not supposed to be. They are going to check with the CO. I think the rep told me that im 3KM from the CO. |
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wicked13
join:2009-10-18 | I did another 2 tests today:
 |
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Line Stats
@videotron.ca
| wicked13
Pste the stats from your modem:
SNR's
Attenuations
Occupancies
Set upstream/downstream profiles.
If you don't know how to do this, then tell us which modem modem you have and maybe someone can help you.
Speed tests are kind of useless w/o these stats when there is a problem to be resolved and the big pictue is not known. |
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G4
@primus.ca
| reply to wicked13
At least you are not getting 1.1 Mbps download stream speed like I am. I was getting 1.7 Mbps for several months until Bell changed my profile to 1.1 Mbps because I am 5.5 KM away from the CO, when I spoke to Primus about my fluctuating download speeds. I am interested to see what your efforts will result before I contact Primus again myself. I hope that you will come to a positive resolution. |
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wicked13
join:2009-10-18
1 edit | reply to Line Stats
Is this what you are looking for?
DSL Connection
Link Information
Uptime: 0 days, 20:03:38
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 928 / 2.976
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 4,00
Output Power (Up/Down) [dBm]: 11,5 / 17,5
Line Attenuation (Up/Down) [dB]: 28,0 / 47,0
SN Margin (Up/Down) [dB]: 9,0 / 5,5
Vendor ID (Local/Remote): TMMB / GSPN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 264 / 0
FEC Errors (Up/Down): 0 / 1.282.024
CRC Errors (Up/Down): 0 / 15.568
HEC Errors (Up/Down): 0 / 14.746
I was contacted by spepin77 a little while ago, who asked for my phone number. He fixed something to make my ping better but as you can see, the modem is still synced at only 928 / 2.976 |
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G4
@primus.ca
| reply to wicked13
Here is mine:
DSL Connection - Link Information
Modulation: G.992.1 Annex A
Bandwidth (Up/Down) [kbps/kbps]: 384 / 1.184
Data Transferred (Sent/Received) [KB/KB]: 0,00 / 0,00
Output Power (Up/Down) [dBm]: 11,5 / 16,0
Line Attenuation (Up/Down) [dB]: 31,5 / 63,5
SN Margin (Up/Down) [dB]: 15,0 / 10,5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 3 / 0
FEC Errors (Up/Down): 56 / 12.152
CRC Errors (Up/Down): 8 / 8
HEC Errors (Up/Down): 4 / 6 |
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