tumble
join:2005-03-31
Vancouver, BC
| reply to Cgasucks
Re: Primus Canada cracking down on usage?
Update.
I called Primus back to get an official answer from them. After speaking to customer service, I was transfered to technical support, and the rep there gave me the "correct contact information". So I ended up calling Cindy in the 905 concerning this issue. She was really nice but told me that the corporation recently made a decision that they are now going to cap everyone at 50GB and seeing how I did 58GB last month, well, tough shit for me, I have to find a new ISP by monday. She's well aware that when we signed up it was under no caps but there's absolutely nothing she can do about it. |
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Primus_in_BC
@primus.ca
| More phone calls this morning.
Spoke to Tech Support. Rather surly gent there was no help but told me yes I'm being disconnected and that the only person that could do anything for me would be a manager in customer services. Transfered me to someone there.
They said there's nothing showing on my account, no emails, know nothing about me being disconnected. So I asked for a manager in tech support. Tech support asked why I wanted to speak to a manager & gave me Cindy's number.
I called Cindy. Very friendly, very agreeable. Said it wasn't her area (she's network security!), wasn't sure why her phone number had been attached to this issue and her phone's been ringing off the hook with this stuff but still wanted to take the time to talk to me about it. As Tumble says, she said that it's a recent marketing/commercial decision to limit everybody to 50GB. She totally agrees that a)it was sold as an unlimited product, b)if you tell people it's unlimited then people will use it c)you should at least give people a warning so they can change their habits.
She says she's escalated this to the VP of Primus Canada and he broadly agrees with her and is looking into who made the decisions. Today is obviously the last working day before The Great Cutoff so there's some urgency about it. She's expecting some feedback from the VP and has taken my numbers and will call me back when she hears something. Just because the VP broadly agrees with her doesn't mean I think we should expect the VP to cancel the limits but at least to a)cancel the disconnections b)announce the new policy and c)give us an official means of monitoring volumes should be a sensible compromise in my eyes at least. Then we can all make informed decisions as to whether we stay with Primus or switch somewhere else.
Naturally you'll all hear as soon as I do. Cindy has either been on a much better empathy course than the people manning the call centres or else really does understand our position and believe that this has been mishandled. I think the latter  |
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Syxx
@chsltd.com
| reply to Anomalous
Hi, I'm also a Primus user but I live in the GTA area. I tried to use the site posted to see my usage but it didn't accept my phone number. Is this new cap only affecting people in the BC area? Is there anyone that lives around the GTA area that has gotten this e-mail too? |
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pradoman
join:2005-04-27
Vancouver, BC
| reply to tumble
I just talked to a supervisor at customer service and she told me that I was not going to get cut off and gave me a reference number to verify that. The first customer service person told me that some letters had been sent out and that I was on the list to be disconnected. She tried to give me a line about how I hadn't been using it for "home use". Totally clued out. I told her I needed to talk to someone who could actually answer my question and fortunately she passed me to someone who knew what was going on. Flora told me that they would be sending out a follow up letter that explains what the actual "caps" are and that the website shouldn't say "unlimited". If you are concerned about getting cut off you should call customer service and ask for Flora the supervisor. 1-800-806-3273. It sounds like they are getting a lot of calls over this one ... |
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Primus_in_BC
@primus.ca
| reply to Primus_in_BC
She's expecting some feedback from the VP and has taken my numbers and will call me back when she hears something.
She just called me back as it's 5pm their time. No news from the board yet but she didn't want to leave me hanging (I told you she was nice!). She said this is 'top of the pile' over there and she'll call me back tomorrow (I guess ISPs don't take holidays!).
In the meantime I've emailed the Residential VP (politely!). Maybe I should try to speak to Flora too. |
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Cgasucks
@telus.net | Cindy seems the be the only sane and intelligent person that knows our plight!!!! She too called me saying the same thing...I'm glad someone over there is sticking up for us!!! |
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Squall_Leon
join:2005-09-16
v2e2d2 | This is ridiculous. Why should we customers beg ISP not to cut off? They are the one who said 'No cap'. And we agreed. we paid our bill.
Let's look for other ISP. |
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CookieKid
join:2002-04-14
Vancouver, BC | reply to Anomalous
Anyone I can call to delay my termination period? I need time to find another ISP and at least get connected. |
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Primus_in_BC
@primus.ca
| reply to Anomalous
Cindy called me again this morning. She doesn't yet have an official long-term decision however she's arranged that all those people she's spoken to will not be disconnected and she's working her way down the list calling them all back. She didn't tell me what the arrangements will be for people who have received the disconnection notice but haven't spoken directly to her - I'm hoping they can announce something so she doesn't suddenly get 3000 phone calls!
The immediate issue of the disconnections is with someone senior in customer services so hopefully they'll organise a bulk cancellation of the disconnections. In the longer term I think there will be a 50GB cap implemented but they need time to sort out the procedures (maybe should have thought about that before sending out those emails?).
She did however ask for the address of this forum so she can see what's going on. Maybe she'll post an update later on. She implied that she'll get back to me when she next gets an update - if so I'll keep you guys in the loop. |
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Squall_Leon
join:2005-09-16
v2e2d2 | lol...can't believe... 3000 people.:) |
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Squall_Leon
join:2005-09-16
v2e2d2 | 50GB
 Considering I had survived with Shaw's 20GB for last 2 years, I can live with that.:)
Plus I like Primus better than Telus and Shaw for cheaper and more cap. |
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Primus_in_BC
@primus.ca | reply to Anomalous
Sorry - the 3000 was just a random number to represent her getting swamped with calls. I've absolutely no idea how many people are on the disconnection list! |
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CookieKid
join:2002-04-14
Vancouver, BC
| reply to Anomalous
Whoo-hoo! Noone will be getting disconnected! Execs have decided to kill the entire "termination" idea. Cindy, network security, has informed me that there will be another email going out this weekend stating the new changes which includes new data limit, bandwidth monitoring tools, and also implementations of warning. WHOO!
Good job, Primus! Way to listen to your client base and react quickly. |
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Squall_Leon
join:2005-09-16
v2e2d2 | Man, I am scared to download from now.:o |
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cgasucks
@primus.ca | I'm celebrating about this as much as you guys..but Remember...this doesn't change things...only postpones the inevitable...a cap is now in place...better start looking for another ISP now.. |
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zod5000
join:2003-10-21
Edmonton, AB
 ·TELUS
·TekSavvy Solutions..
| reply to Anomalous
i don't see what your so excited about, primus advertised unlimited downloads, and seemed about to kick a bunch of people off for it, and now by their holy graces, your happy your only getting capped.
primus just made a wad of cash of you guys, and now that you're one, there giving you the screwaround.
bloody western canadian isps. |
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Squall_Leon
join:2005-09-16
v2e2d2 | So any of you guys should try the AOL. And post what results are. I myself will call AOL tomorrow morning to see it's availble in my area. |
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CookieKid
join:2002-04-14
Vancouver, BC
| reply to Anomalous
Compared to Telus/Shaw, I would prefer the 50GB limit rather than the 30GB. Yes yes, I know Telus has been lenient on people who went over the limit but I ask you, how long will that keep up? I bet you once they enforce the limit, people are going to start complaining. With Primus, the 50GB limit will give me a bit more flexibility. Until there's another "unlimited" ISP, I'm sticking with Primus.
CK |
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jamos669
join:2005-04-20
Vancouver, BC | reply to Anomalous
Ive averaged 200gb a month every month since may averaged 160 before that and I still have an acct they are not doing much of a job enforcing it. |
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Squall_Leon
join:2005-09-16
v2e2d2 | jamos669
Where do you live? BC or Alberta? I heard mostly Telus in BC is forcing bandwidth cap. |
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