: Telephone Service Review: Primus TalkBroadband
I've been with Primus for over two years. At first, there were a lot of problems, dropped packets, etc. When an upgrade was finally installed, the service became great. Aside from the occasional echo, which I really only notice when the other end of the call is a cell phone, I have had no problems with Primus. I love the features that are standard with the package, especially the various call forward options.
2007-01-28, 07:03 PM
I've been with Primus since Nov. 2005 and I've found the quality of the phone service itself to be relatively good. Had some issues with static on incoming calls for a bit there but that was resolved. I have found that Call Quality with Primus is virtually identical to a Landline and in some cases, better. They also have an excellent array of features available with their service including the ability to make calls from the service from the outside (Remote Phone). However, their customer service however is not the greatest, and their technical staff not always the most knowledgeable, but with that being said I would still recommend this service since it is cheaper than the competition, and the call quality is better than the competition.
2007-06-06, 03:17 PM
We have two gateways working on our Sympatico DSL line. Generally, VERY happy with the service. Any time there has been a problem, Tech support has been very helpful.
When they had the major problem with the D-Link firmware upgrade snafu, they were very proactive in compensating customers for their inconveniences. Bell Canada could learn from them!!
2007-11-28, 11:38 AM
I am an ex customer of Primus. Their service was ok but they have a poor billing policy in case of problem and can be abusive of CC information:
After being a customer for 3 years and paying my bill in time, I missed one month because my Credit Card had been renewed and I forgot to change the number in my Primus account as I was in France at that time. Their reminder letter got lost in the pile of mail I received on my return and they decided to bill me an extra $60 for the next following month. When I finally realized what was going on, I call them to apologize and explain the situation but they would not reverse the penalty despite the fact that the bill had always been paid through automatic CC payment for 3 years. I cancelled my account but they managed to bill me for the two months that followed despite the fact that the service was taken over by another company.
2008-02-18, 02:49 PM
I have had a terrible experience. I wanted to try their service which was to be a free trial and has cost me over $250 and I have not used it once. I had trouble hooking it up and held for service for over 10 minutes having to hang up twice before I got someone. Shaw called with their VOIP just after hanging up the second time and came out and installed their service the next day - great service and product by the way.
I called to cancel and was told they were forwarding an envelop to return it. This time I stayed on the phone for almost 20 minutes as I really had to talk with someone.
I got a letter but no envelop only a letter with the return address. I have purchased a number of items off the internet and the few that did not work as expected were returned at the suppliers cost for full credit and I had confirmed that prior to the test.
I called and talked both with the sales person and a supervisor and they refuse to send a prepaid envelope saying they do not do that anymore and I am waiting to get one as a free trial is a free trial.
I have involved my credit card company in the dispute to get the charges reversed.
So be aware that my experience with the telephone help is very weak and the free trial is not free.
Rating is very unhappy
2008-02-18, 09:25 PM
I've been with them for over 2 years and I love their service. Don't blame bad internet service on Primus. Invest in a good reliable ISP and you'll have years of great Primus phone service.
2008-02-18, 10:16 PM
It was the worst decision to switch to Primus.
I will regret it for the rest of my life. They lie to you on the phone, they hide you many things and when you find out about all this lies and you want to cancel their services they charge you cancellation fees, even nobody told you about any 1 year contract.
Shame on them, WORST COMPANY, WORST CUSTOMER SUPPORT
Run away from them or read very carefully all their web pages before subscribing.
Primus Rating 1/10
THE POSTER OF THIS REVIEW IS FROM ACANAC (http://www.digitalhome.ca/forum/showthread.php?t=73300) WHICH IS A BANNED PROVIDER.
This company has harassed this forum continually over the years. They pretend to be users of Acanac (http://www.digitalhome.ca/forum/showthread.php?t=73300)and explain how good the service is or they belittle other companies such as Primus. For these reasons, discussion of Acanac is banned from our forums and we consider them a company to avoid. Acanac should be avoided at all costs. See Acanac Review (http://www.digitalhome.ca/forum/showthread.php?t=73300) for further details.
2008-03-01, 12:55 AM
I just wanted to share my bad expirience with Primus. On July 24th of 2007, I have signed the application form to provide me a bundle services - High speed Internet (with speed up to 5mb per second) and home phone services starting from August of 25th of 2007.
Unfortunately, they could not provide me an internet service with promised speed. Because of distance between the server and my home address Primus starting from August 16th did provide me internet service with speed less than 2mb per second. Then I made decision to change my internet and home phone services from Primus to Rogers. On August 21st I have switched my internet service and have scheduled the Rogers home phone system installation on August 28th of 2007. Since then Rogers did send Primus about 6 requests to release my phone number. Rogers technician's told me that Primus did not realeasing my phone number. During that time I have called to Primus more than 5 times to discuss not releasing issue. Primus costumer services told me that Rogers did not send the requests. I also informed them that I am not accepting any charges from them because I am trying to terminate this services starting from August 28th of 2007. Finally on October of 12 Primus did release my phone number. All those month they charged me money for their "services". Below are e-mail message from Primus from October 29th:
I verified your account for the cancellation requests, your local and long distance services were cancelled as of October 12/07, therefore you will
receive a credit for the charges from October 13/07 - November 7/07. We at no time stopped or prevented Rogers from switching your services earlier,
once we finally receive a transfer request, the line was released.
Therefore, no credits will be applied for previous services rendered to you
by Primus Canada. Once your final invoice has been issued and indicates the credit amount from October 13 - November 7, payment will be expected in full since we provided you with services during this time.
So now since October of 2007 I am waiting when they reverse promised credit amount from October 13 - November 7 to my credit card. I have called several times to Primus costumer services and all time they are promising to reverse money to my credit card and next month they are charging a new money and sending a new invoices. On December 13th Primus sent me another invoice with $40 Early termination fee. Last time I have called them on February 27th of 2008 and they promised me to revearse money to my credit card during the next 4-6 weeks. When I asked them to send me a check, they told me that they can send me check only after 3 month.
I am really disappointed and I don't know how to get overcharged money back.
2008-03-10, 01:20 PM
Although I realize it wasn't clear from the thread title (which I have now edited for clarity), discussion in this thread has been specific to the Primus TalkBroadband VoIP service. This is different from the Home Phone service that you have described.
2008-03-20, 02:13 PM
Primus is overwhelmed and can not do it right anymore . I am waiting for 4 months to get the talkbroadband working and they never were able to port my phone number to the talkbroadband service. They are lame, very lame ;
the support dept. is almost non existant now that they are doing business with INDIA. So if you want to talk with some peoples with the support dept., you will either wait 35 minutes on the phone or end up in INDIA talking with someone who doesn't have a clue.
Now I invite you to read this e-mail that someone at Primus sent me, very interesting indeed :
Ref: Account # 108xxxxxxxx
Dear Mr. xxxxxxxxxxx,
Thank you for your recent inquiry regarding your account with Primus Canada.
Allow me to acknowledge that we are indeed challenged with the answer rate of the calls coming in. Our products are creating an influx of calls (and emails), which we simply cannot handle. Please accept our apologies for any inconvenience this may have caused you.
I can see that you have called our customer service centre since you sent us the below message; however, I would like to ensure that all your concerns have been looked after.
If you have any questions, please do not hesitate to communicate with us via email anytime. You can rest assured that your questions or concerns will be dealt with in a timely manner.
It took 3 days to get an answer to my e-mail, which i totally forgot that I have sent :)
In a timelly manner ? 4 months waiting for the service to work... is this timelly manner? 35 minutes waiting time on the phone = timelly manner ?
The problem was never fixed and never will...
It should be written, : we have so much problems with the talkbroadband service that we can't manage it anymore,
see ? they admit that they are totally submerged with phone call . So if you ever think about going with primus, I hope you have a LOT of patience... STAY AWAY,. unless you like to wait 35 minutes on the phone and never get a straight answer.
2008-04-17, 05:20 AM
I think I might just be one of the very first TalkBroadband clients in the Lower Mainland area. In fact, when I first called Primus to subscribe to the new service, they had no idea what I was talking about! In any case, I am extremely satisfied with the level of service offered over the years....it has worked well with very few outages. Setting it up properly at the very begining was quite a challenge, though, and I made the classic mistake of installing my router ahead of the phone adapter. Naturally, this caused many dropped calls and unreliable service. Once the documentation for the adapter arrived, I learned what was causing the problem and I corrected it. Ever since, everything has worked extremely well. My only beef with Primus is the unavailability of phone numbers/local phone service beyond Aldergrove. As one of the other providers now has service in these areas and I am planning a move to one of them, I am now forced to swtich over. Strange as it may seem, I am somewhat saddened to do this, but now, I have no choice in the matter.
2008-06-25, 04:28 PM
Primus support wait time reached over 54 Min.
I do not recommened fr anyone unless you want to waste time on the phone.
starting to see mistakes and billing issues.
check the image below.
2008-07-23, 05:51 PM
I cancelled my service in May due to the service being inconsistent and some of the features I was paying for never working.
I received an invoice from them today charing me the cancellation fee and lost equipment fee. I have the stamped return letter and cancelled only because the service was extremely poor.
I would rate the actual product service as 5/10
I would rate the customer service 2/10
I'm currently using Skype for $2.95/month and have had an excellent experience to date. Does what I need when I need it.
2008-07-28, 06:11 PM
Horrible customer service - signed up for Softphone - was shipped a talkbroadband device. Talked to customer service - they were to send my a return envelope to send back, not bag - until a $150 charge for lost hardware. Talked to them again, they will send another bag and credit once returned - but will not reimburse my CC charge, only a credit on account. I just recieved the return envelope - no postage paid, to be send at my cost (thier mistake). This added to poor software and horrible wait times means as soon as the box is returned, I am gone. On a good note though, using Voipgo and happy.
2008-09-08, 03:16 PM
I've been with Primus a little over a year and from what I notice you have to really watch your bill. At first they were not discounting my bill for the purchase of the voip box and just recently they started charging me for long distance. When I say long distance I don't mean a per minute charge but rather a monthly flat rate fee. I have skype so I don't use TBB much for long distance so I signed up for the 5 anytime plan which has no monthly fee for TBB users. Anyway, I noticed that on my last invoice I was charged $3 a month for the 5 anytime plan. Because my monthly fee is so cheap they only produce an invoice every 2 months so it's easy to miss something like this if your not careful. It seems to me like Primus deliberately overcharges people and leaves it up to the end user to make the correction.
2008-12-10, 07:49 PM
I feel like I was scammed by Primus.
I signed up for Primus and within 1 week had several problems including:
1) Dialed numbers went to the wrong numbers frequently
2) No service for one full day
3) Choppy audio on all calls.
I have used other VOIP providers with my DSL internet and did not have those problems. So, I cancelled my service within the first month.
However, in addition to the first month of service, even though I signed up on a 1 month free promotion (which is supposedly the second month) Primus has charged me for a second month ($30), and a cancellation charge ($30). After several calls to customer service, being hung up on multiple times, and simply trying to explain to them they had no legal right to charge me past the first month, they have refused to remove the extra charges.
I have also written their VP of Customer Service at their head office, and I have submitted my complaint to the Better Business Bureau -- Primus did not respond to either. It is one thing to make a mistake with providing a service, it is another not to even respond to complaints.
This is a horrible company that has pretty much stolen money from me -- I recommend everyone avoid Primus at all costs.
2009-02-05, 04:29 PM
the phone quality was satisfactory..
The billing was simple and straightforward...
However.. I warn anyone giving them access to your bank account.
Once they have access, (according to my bank) it is impossible to stop
them even after your account is closed from withdrawing fees.
You can put a stop payment but this will only reimburse you by the bank, should
they do withdraw funds.. You only have the option of opening another account
to keep them from access.
Very poor customer relations. I was a couple days late in getting their broadband modem to them, as I was away on vacation for a couple months.
They charged me $168. for equipment fee?? and would not refund even though I sent them back the modem??? .....($168 for a $50 modem!!!)
I pointed out that I was a good long time customer.
I urge anyone....go with Skype phone...it is much much cheaper...do a little
web research... I have one and am completely satisfied and replaced my landline. I use a Belkin skype phone... and Callcentric..but there may be better alternatives...
2009-02-12, 07:48 PM
It is crazy, Primus will charge you $24.35 when you cancel your service, even you give them one month notice. So people, think before you sign up!!
2009-03-10, 04:59 PM
I have been with Primus Talkbroadband for a year and have had an unpleasant experience.
Month 1 - 3: Incoming call quality was poor. I would have to repeat every other sentence that I say over the phone. The incoming caller's quality was perfect though. So whenever I call home, I can understand what my callers were experiencing: choppy reception.
Month 4 - 6: By this time, when I call home, I have learned to complete my daughter's and wife's choppy sentences in my head (i.e. "Hi Daddy *** work?"). All other callers have not, so they keep asking us to repeat ourselves.
Month 7: I've had enough of it so I ordered Primus' Home Phone service. They delivered the equipment swiftly. But after 1 week, I got an email saying that it is not available in my area until 6 months. I returned the equipment.
Month 8: No service at all for 2 weeks. Primus found that they had my number "incorrectly ported" at their end in preparation for the Home Phone Service which never took place. They reversed it and phone service was normal again (normal choppy quality). I attempted to get a reimbursement. None was given.
Month 9 - Present: The problem gets worse. ALL INCOMING CALLS drop after 10 seconds. They callers will hear a dial tone as if I pressed a key pad. Outgoing calls are like normal (normal choppy quality). The solution is for us to tell the person on the other line that we will call them back in 10 seconds. This continues to be a problem.
The only positive feedback I can come up with is the price ($15/mo).
2009-03-23, 01:04 PM
I was a TalkBroadband subscriber on Shaw's Extreme connection (15mbps) for 3 years. If all you're doing is calling local landlines the service is always acceptable, if you call any long distance it's occasionally hit or miss but mostly ok if it' within Canada. Calling mobile phones is horrible because the latency is too high. Calling international long distance is also pretty poor, again because of connection latency. Whenever the latency issues occured the call sounded like it was in a fishbowl run through an echo pedal.
You cannot accept inbound calls from people using SkypeOut, SkypeOut issues a random number for call display on each call. Primus' telemarketing blocks miss interpret that number and block the call. Beginning 6 months ago, they are also unable to receive calls from to place calls to any international number that does not use a 10 digit format, Vanuatu and the South Pacific for example. The DLink terminal also CONTINUALLY was switching offline and defaulting into remote phone mode.
Their customer service is absolutely useless. While I rarely had the extended hold times that others have experienced, every time I called to try and resolve the issue of calling Vanuatu (my wife's parents live there) I was told that there was no issue with their connect, yet every attempt to call resulted in a pre-canned "We're sorry, all circuits are busy message". Attempts via Telus landline and Shaw Digital phone at the same time connected without issue. They were also zero help in resolving the issues with SkypeOut or the fact that inbound calls from a Vanuatu landline would always disconnect after exactly 1 min and 19sec. Most of the time these "service" calls would result in the "technician" insisting that I was calling an incomplete number since "No one in the world uses 5 digit phone numbers these days" (and this is after me first having to spend 5 min explaining where Vanuatu is in the first place).
TalkBroadband is a very hit or miss service. If you're lucky and it works for you it's great. If it doesn't work then the call quality is crap and their customer service will be completely unable to do anything for you besides blame everyone else for Primus' service quality issues.
Additionally, after switching to Shaw Digital Phone service yesterday, when I called Primus to get the address to send back their POS Dlink terminal I was informed that I would be charged a $24.95 cancellation fee and a $9.95 processing fee because I had not given them 30 days cancellation notice. This is inspite of the fact that when I signed up for the service 3 years ago they were promising no actication or cancellation fees.
If you're looking to switch to a VoIP service do yourself a favour, run far far far away from Primus. The service may work for you but the support is non-existant and the business practises of this company are completely unethical.