| Primus TalkBroadband Technically, Primus service is way superior to Vonage or anyone else in Canada. Unfortunately not everyone knows what is available there. Don't be too harsh on volunteer moderators on the internal forums. They are not employees. They are some of the first adopters back in 2004 and do know a lot.
The issue is, IMHO, the first level of customer or tech support. If you get to the Tier II they really know what they are talking about.
Billing issues can be resolved (with sincere aplogie where due), you just need to get to right people (unfortunately, being the largest indie telecom in Canada means inconsitencies in support level).
I do not work there (used to), but can get you some help if you PM me.
P.S. TalkBroadband is dear to my heart as I used to be on the team that launched and maintained the service... |
Tig
join:2006-06-29
Carrying Place, ON Reviews:
 ·TekSavvy DSL
·Primus Telecommu..
 ·Rogers Hi-Speed
 ·Xplornet
·Bell Sympatico
| Thank you for your offer to assist me in getting support from Primus. That is very kind of you but I am no longer a Primus customer. I did hold on for years because I really liked the call screening feature.
Being a Primus employee is obviously a very different experience than being a Primus customer. I did not find Primus technically superior to anyone else. The DLINK upgrade outage fiasco alone, puts them at the bottom of my list for technical competence and customer service. In my travels I have found Primus to be much less robust than other voip offerings.
Saying that moderators are not Primus employees does not absolve Primus of responsibility for their moderators being civil in the Primus forums. Some of these moderators would be banned quickly at any decent, moderated forum on the net. I believe the main purpose of those forums is to keep dirty laundry off the public net and prevent novice users from discovering the world of voip.
Over the years I have tried out five other voip providers, some as back up solutions. All out-performed Primus in service delivery and customer service. Only Vonage did not outperform on price. With my current voip provider I was able to increase service while reducing my voip bill by $30/mo. The features also enable me to shave more than $20 off cell bills.
I have also dealt with what I was told was Primus tier two support. The best Primus could ever do on a technical issue was swap Dlink for Linksys ATA's and then the fix for the next issue is to swap Linksys for Dlink. Primus is not interested in what data traces show or what SIP standards dictate. Over all, not very impressive technically and each contact will consume hours of your life on hold. In the end you are forced to chose what problems you want to live with.
By contrast I have contacted support at my current voip provider twice. Each time I had resolution in under 5 mins. The Primus business model is just not intended to give that level of service. Which is why I refer to Primus as an "as is" solution. If it works at your place and you don't mind the high price, then it's for you. Otherwise move on.
Again I thank you for your offer to help, but I have moved on. |
