I decided to switch to Primus after receiving a promotional letter, BIG MISTAKE!

The line is full of static and is faint! I was unable to receive any inbound calls for 8 days and counting since I switched to them. Their technical support is atrocious and one of them was so arrogant, aggressive and hung up on me after telling me get the technical issue resolved myself!!! The nerve of these people!

They do not have the manpower to send technicians over to your home like Rogers or Bell so they constantly try to delay the whole process in order to avoid sending technicians to your home which they do not have. The customer service reps work from home and instead of dispatching a technician directly to your home to fix your problem, they ask you this whole questionnaire with a lot of silly questions which don't have anything to do with your problem. One of them even told me to not do anything and just wait another day and hopefully it starts to work!

I will be switching, please do not make the same mistake I did by switching to this cheapskate company who are unable to provide the technical support which is vital to operating a good business. They simply do not have the manpower, maybe because their executives would rather keep that extra money in their own pockets instead of investing it to hire some technicians to support their customers.

NEVER SIGN UP FOR PREAUTHORIZED PAYMENTS TO YOUR VISA ACCOUNT! I cancelled my PRIMUS Home Phone and returned my modem by Canada Post. (Primus sent me the Canada Post postage) Canada Post did not deliver the modem and Primus has charged me $112.00 for the modem. Since this is charged to my Visa, I called Visa to reverse it and VISA REFUSED. I have to provide proof of delivery before VISA will reverse the charge. Canada Post is looking for the modem. If I was not on preauthorized payment I would not be forced to pay for Canada Post's mistake! To add insult to injury when I have called the Visa dispute department I have received a lecture on preauthorized payments. I am now not using VISA!

In July of 2010 we decided to go with Primus for our telephone service. What a mistake. Over the phone they assured us that with a modem they could deliver a good and efficient phone service. We tried this out for about two weeks . When we dialed we got wrong numbers or a voice telling us that long distance applied, which was not true. Also we couldn't use the telephone numbers we had stored in memory as that would for sure give us the wrong connections. We were told we had to dial slowly. That too gave problems. After two weeks, on Aug. 3d, we cancelled our service.
We sent the modem back that same day. We had to pay
for the month of July and August, a total of $60.44 .
Then in October were suddenly charged $180, 54 as according to them we didn't return the modem.
We phoned them and were promised a refund. To make a long story short, we have phoned them 5 times and still haven't received our refund., and it is December!!
After each phone call we were promised a refund.
I have been waiting for hours on their customer service phone line, listening to their annoying music. At one time they put me on hold only to find out 30min later, when I dialed again, that they had left for the day.
Don't deal with them!!!

I made the stupid error of trying to save money on my home phone and fell into the Primus Canada trap.
My horror story began in February of this year and is STILL ongoing.
Their "BELL" technician arrived to change my phone lines over from Rogers to Primus (little did I know they used Bell lines .. had my fill of Bell years ago). After spending 3/4 of an hour listening to the Bell technician tell me how HE could save me so much more money by switching my household over to satellite, Bell internet and Bell phone on a bundle, it turned out that he did NOT disconnect the Rogers junction box that fed the phone lines to my entire house, he reactived a dead Bell line that was in the former office of my house (which had been cut and dead for over 20 years), which ONLY supplied that particular connection. He left the house without my knowing that this is what he had done.

Two days later, having received absolutely no incoming phone calls (and ironically enough, not having had to make an outgoing one), I picked up my phone to discover it was dead. I went to the phone in the bedroom .. dead as well. THEN to the hardwired old dial phone on the wall, which was as well dead. That was when I figured out what he had done .. that was the beginning of the nightmare with Primus.

I will not bore you with the details of the countless hours of emails, sitting on hold for a customer service rep, listening to their excuses of "we sent out a technician and that's all we're responsible for so perhaps you'd like to call your own technician in for about $200 to rewire your outlets in your house and MAYBE we'll apply that to your bill to help you" .. and then the promises .. the endless "no ma'am because this was not satisfactory, we will allow you to disconnect your service since it's only been 2 weeks and we will negate all charges and waive the $60 disconnect fee" and then the invoices .. the threaten to send to collections invoices .. the promises yet again by a CSR that "no ma'am, your account shows that you owe nothing, we will inform the credit dept of that" .. and then more invoices .. and "sorry ma'am .. but that was never completed and now we need to charge you the disconnect fee because you didn't give us 1 month notice" .. and more time on hold, talking to CSR's, promises of "I'll call you back this afternoon" ..

WARNING ALL .. steer clear of this scam of a company .. I'm STILL fighting this and have 1" of printed out emails and notes dating back to day one .. and even as late as yesterday (08-03-10) was PROMISED that someone would call me THAT DAY to straighten this out .. NOTHING ...

RUN while you can ..

I'm back with Rogers .. happy .. no issues .. so what if it costs a tad more ..

They disconnected my phone for 4 days without warning or phone calls while keeping 250.00 deposit in there account. Obviously the 250.00 deposit they collect from various costumers is just to make money on intersest otherwise they could have used it instead of disconnecting my land line without warning.Shame on you Primus I hope people will see this and learn about your illegal practice.
Thank God we have the internet to voice our complaints and let know other fellow Canadian about it ..Unlike the old days you can't just suck up peoples money the way you want knowing that we don't have the time and money to take you to court.