Customer service and technical support for internet is nonexistant. You cannot get through to them. When you call customer care, you are asked to leave a message, then immediately disconnected. Technical support is not support. I have been forced to use their webmail, that is 35 years out-of-date, because they will not help me set up an email client on my computer. When you call them, you are frequently cut off after a minute or two. DO NOT USE PRIMUS, YOU WILL REGRET IT. read more

Looking for input on the Primus internet? Here's our story: My son needed a new internet line put in for work and called several companies. He ordered Primus and was told that he had a 7 day, no questions asked cancellation policy. The following day he found a MUCH better deal and cancelled the install (keep in mind this was a new install and someone had to physically come to the house to set it up). The following week, a router showed up in the mail. We called and said "Hey, we cancelled the install, why did you send the router?". They said to just send it back and there would be no issue. So we did. One month later, we got a bill for $214.15! They got the router back, no problem, but they said there were "fees". Um, excuse me, but we never had the service, not even for a single day! Now once you're a "customer", try to get a hold of someone; you'd have better luck telling a 4 year old to keep their eyes closed in a toy store! But 4 days and many hours later, we finally did speak to someone who said there was nothing they could do. Then we have to scream to talk to a supervisor who will only remove the activation fee. Now we're stuck with a $50 bill for a service we never had. Further investigation of this company found dozens of the same complaints and people's credit completely ruined because of it. DO NOT GET PRIMUS HOME INTERNET! read more

I have my High Speed Internet service though Primus Canada "bell dry loop" I originally went with Primus because they were one of the few companies that offered unlimited high speed Internet with no download cap. Well guess what! Not anymore, now they only offer 25Gigs cap, modem rental for about $48 a month. Costumer service could also use some improvements "LIKE GETTING PEOPLE THAT SPEAK ENGLISH TO ANSWER THE PHONES" yes customer service in Canada should be in clearly spoken English. read more

DO NOT GIVE THEM ACCESS TO YOUR BANK ACCOUNT. I've been told by my bank TD, that once you sign them access to your account there is no way to stop them from withdrawing funds other than closing the account and starting a new one. I was a few days late getting their voip modem back and they charged me $169 for it. I called and explained that I was on winter vacation and couldn't get back to return it on time..Only two days after the deadline....I have after all been a long time good customer & other than this incident would have parted with good recommendations ..... these customer practices are on their way out....with the growing awareness of users through web reviews etc., many business are setting up a new paradigm of customer service based on fair decent practices. Consider Skype phone instead..MUCH cheaper..one bill a year...and won't steal from your bank. read more

Worst company you can ever deal with. They are thieves. I would actually recommend Rogers or Bell over these guys (although I know how bad these 2 are) I had a business account with them for 2 years. I had 9 months left on the contract. My monthly bill was $200, which was overpriced anyways When I cancelled they forced us to pay $1800 in cancellation fees!!!!!!! That is 75% of the value of the subscription!!!! You tell me if that is no stealing!!!! They did not even adhere to CRA standards and rules. I will take this case to the CRA as it is clear vilation of their code. I do not recommend anyone to deal with such a company and if you are with them I recommend cancelling your subscription with them. You can see from their rating how bad they are and it's absolutely true. read more

Not started my service yet but a bad experience sales person told me I have service in 7 days after my order but I called them after 3 day about my installation date they gave me 14day time.and when I asked them to speed up my process they are asking $340+ tax to install the service. read more

:( Don't go with Primus at all! I have their talk board band services for a number of years. When I cancelled my service in Jan 2010, all they told me is to return my equipment using the sticker they provided. I followed the instructions because they said they would charge me if I don't return the equipment. Then now I have received a final bill from them charging me $9.95 + tax for hardware handling charge!!! What kind of logic is that! They wanted your business and give you the equipment for free in the beginning. Then when you cancel their service, you have no choice but pay extra for giving them the equipment. So bad that they don't have retail for you to return your equipment for free. Their phone services are not so stable anyway. Use your cell phones guys!!! NEVER GO WITH PRIMUS ! read more

Worse customer service EVER! Long menus on the phone, mostly for their benefit. takes forever to actually speak to someone and then you can only pray they know what they're doing to fix a problem. My gateway was down forever, dropped local calls, couldn't get calls in or out, took forever to get the problem resolved only to have them suspend my service without notice or reason after my I paid my bill. Shoddy service at best. If you're looking for reliable phone service, THIS IS NOT IT, shop around calling cards are cheaper, more reliable. DO NOT get a calling card from Primus, very expensive to use. I recommend you do not use this company at all. My equipment is being returned and i will never return to Primus. read more

Well overall it was easy to get this system. They said I could keep my old number, this did not happen, not a big deal I guess. But once we hooked up the phone is was really bad phone quality . Fuzzy at times to the point people could not understand me. When I would call primus during business hours the would say there are zero people in front of you and they would NEVER pick up, waiting over45 min I would hang up. I did this multiple times. I would then send a email to cancel the service then they would respond that they could not do this over email and to phone. So I phone the number provided during business hours. I request a call back. They never call, so I am currently waiting over 20 min. How much of my life will be wasted trying to cancel a horrible home phone. Oh not to mention that plus the 30 day notice I have to give there is a huge cancellation fee. NEVER GET THIS, primus is a scam. read more

I wrote last week about the terrible customer service provided ny Primus. We had the same issue with the "Dry Loop" "Wet Loop' fiasco. Out of the blue after a year, they cut it off without saying a word saying we were on the wrong Loop. This was on June 27. When we called they told us about this and said the earlies they could get someone to look at it was on July 6 (today)and it would be a Bell Technician dealing with it. They then cancelled that appointment as their IT (stands for Idiot Techs) said we did not have internet service with them. It was then reschedule for tomorrow (July 7) and that was again cancelled. They now say it was cancelled and would not be until July 10 at the earliest. Called again today and was told there was noting they can do. There is no service calls in the evenings or weekends. So, we told them to shove their service and we would go with someone els since 2 weeks to re-establish the internet was not acceptable. The customer service then had the gall to say that if we canceled, we would be hit with a cancellation charge. Those idiots are in breach of their service provider contract by not providing the service we are paying for and have the nerve to try to charge a fee to cancel their crappy service. Oh by the way, when we first got Primus over a year ago, due to all their stupidity and lack on interenal communication, they kept activating and cancelling our service a couple of times in the 1st 1 1/2 months. Now we're back in the same boat with approximately 2 weks to TRY to fix it. Any service call has been a minimum of 5 days before they can do anything. Steer clear of them. The lower cost for unlimited internet is not worth all the aggravation. Do yourself a favor. read more

had many problems with primus canada. slow internet, home phone not working for hours, price kept going up without notice. and then when finally i changed companies, the hell began. they kept sending me bills, asking for money which i had already paid for. after a few hours on the phone with a rep. it stopped for a few months, then it started again. new letters asking for money. the second time i paid the 65 dollars they were asking for to get them off my case. a few months after that i got a letter requesting 9.50 called them and told them to take the 9.50 from my credit card and not bother me again. it is now almost two years that i do not have primus, and i got a letter yesterday that i owe them 16.50 they are trying to extort money from all their old customers. i am calling the better business bureau tomorrow. hoping to get them off my case. KEEP AWAY FROM THESE CROOKS. it is a bad company using bell lines with bad service. read more