Primussaver Reviews 

Please dont sign with this company. Bullied into siging by 2 men more or less barged into my house. I felt like i had no choice but to sign. Tryed to cancel by writing . Been ignored and stuck with these thieving scum. High bills ultra slow internet. Rubbish customer services. They should be shut down.

I have been with Primus for about 4-5 months now, but last night my internet and phone went down. Thinking this was temporary I went to bed. In the morning I rang them and they said there was a fault and went to put me through to faults. 20 minutes later, no answer so I hung up. Coming back home I rang my landline and someone answered. Yes, they had cut my service and given MY number to someone else.

Sickening!

My gut told me Primus Saver was too good to be true and I was correct.
I too would never recommend them to my worst enemy.
It has been a living nightmare trying to get through to customer service and when I do nobody wants to help. I just had a member of staff promise to call me back. As I was calling out my phone number the woman hung up up on me. Absolutely disgusting.
Not to mention I've had my internet disconnected due to "high usage." I have never missed a bill and 3 weeks later I'm still waiting to be reconnected.
Please as cheap as it looks, stay away. You will be doing yourself out of more cash in the long run.

I cancelled my account within 14 days as they turned the phone line on and it worked for phone and net for a day perfectly..... then off and then stated they needed to send an engineer out as the line needed to be put in Apparently I would have to pay £50.00 as I didnt have a phone line ..... I do. now they are sending me letters txts and emails threatening legal action over an unpaid bill (I owe nothing as no work was ever done and I cancelled within the cooling off period) I shall copy and paste my 3rd email from these fools. As you will see it has no name no owed amount etc.


Primus Saver
Customer Reference: [account]

FINAL REMINDER NOTICE – OVERDUE BALANCE

This is an automated email - please do not reply

Dear [name],

With reference to the above account, we regret to inform you that we have not received payment and please note the full balance on your account is £[amount]

Please call us on freephone 0800 036 2113 or 0207 669 9296 to make payment by card and discuss the account. Your account will be suspended within 5 days if not already and possibly passed to an external Debt Collection Agency if the situation is not resolved; this decision may affect your credit rating. Fees may be applied to cover costs

Alternatively use our bank details to make payment by telephone or internet banking:

Sort Code: 60-14-55
Bank Account number: 61022950
Reference: [account]
Amount: £[amount]

Please note: New Call Telecom reserves the right to charge interest on all outstanding amounts owed and not paid in accordance with the Agreement. Until payment in full is received by New Call Telecom interest shall be charged at the rate of 4% above Barclays Bank PLC’s base rate for the time being per month.

Our opening times are 8am to 8pm Monday to Friday and 9am to 6pm Saturdays.

Do not ignore this letter.

Yours Sincerely


New Call Telecom Ltd

I changed to this telecoms company believing I would save money - on the contrary - it has cost me a fortune with some monthly bills costing between £60-£100 (due to slight over usage) which has not been confirmed - they just add a 'fine' to your bill - no justification as to how this is calculated, tried to complain and they said they could do nothing, absolutely terrible, do not be sucked in by the low monthly payments - they are not realistic. On top of this the broadband speed is very slow majority of the time.

They say they give discounts and offers etc like £15 off but then charge you £7.95 for delivery of the router.
Router arrived but couldn't get broadband - spent an hour dealing with customer service adviser (having been told she was technical help) but learned they also deal with this (as well as bills etc) only after they couldn't get it working passed technical support who I had to tell everything again.

ONE BIG NO NO IS THAT PRIMUS SAVER SUPPORT DO NOT WORK AFTER 8PM OR AFTER 6PM AT WEEKENDS AND TAKE AGES TO ANSWER PHONE.

JUST GOT FIRST BILL AND ITS SO COMPLICATED AND YOU HAVE TO GET A USER NAME AND PASSWORD WHICH THEY TELL YOU OVER THE PHONE - SO MUCH FOR SECURITY.
WISH I HADN'T BOTHERED WITH THEM BUT NOW LOCKED INTO 18 MONTH CONTRACT.
A NEW BOY ON THE BLOCK WHO NEEDS TO PROVE ITSELF.

Closed my account as they couldn't provide broadband in my area. They didn't tell me about my account being in credit and I only found out by accident when I asked them to stop sending invoices each month for £0. Said they'd pay the credit back into my bank account within 2 - 3 weeks. Nothing. They also stopped replying to emails at that point. Have just rung them and spent 35 minutes waiting for them to answer. And now told the payment will take approx. 10 days to be made, in this day and age? Really?! Primus are a truly arrogant company, hanging onto ex-customers money - it's their policy to keep it (and keep quiet about it) unless you ask for it - and then delay paying it back for as long as they can.

Have had a horrendous experience of using New call telecom....Thieving B's!!!!
Latest bill is £137 for what - nothing!!
Two missed engineer appointments - neither of which I missed - 'oh we can't do anything about that' You'll need to write to complain - no address given. Can I speak to a manager please - no you cant - call terminated!!
AVOID like the plague - go with anyone else - just not them!!

I moved to a new flat last year, and i been a Virgin customer. When i called them about moving, its turned out at my new adres, they cant provide me their service, so they recommended me this primus by the New call Telecom. I was not too happy to change, cos i was fine with my virgin fibernet, but i changed to a cheaper and much slower package called primus saver, and it was a big mistake. At this year eastern i lost the internet connection, and i couldn't call them cos it was a bank holiday. When they were back, a guy told me when i finally managed to speak with someone, he cant solve the problem, and he need to send an so called "engineer". Of course it was one more week without service until the appointment. When he came, he was a really rude young boy, no manner at all, and it was really difficult to communicate with him. He checked the line in my flat, and after he said he have to go outside. He left my property, and god knows what hi did, but later he came back, he changed the plastic cover plate on the socket in my flat (the new cover dosnt fit with the old socket so since there is an ugly gap between them), and he left. 3 months later the company charged me for £160 (for this service, plus VAT, pus my new bill). When i saw this amount and i realized they took this for this so called service, i was very upset, and i cancelled the direct debit immediately, and i complaining by mail and phone since a month. This was 30 days ago and i just called them today again cos still no answer (but i got a new bill). Never ever get any contact with this thieves, that's all i can advise!!!

my adventure with new call telecom begin in april 2014 when i decided to change my provider. at the begining i wanted to go with Virgin
but they didint have lines in my neighborhood so they transfer me to new call telecom agent (and then my nightmare begun).

before i agreed for their service i asked them if i can break the agreement with them if i wont be happy with service
they provided they said that i can and i have two weeks time after i receive service to do it.

I made agreement on 1st of april and start receiving service on 16th of April.

Service i got from them was absolutely ridiculous, broadband was cutting off speed was very slow
( it was impossible to watch videos on youTube at any time)

so i decided to break the agreement after 9 days of being with them. even though i have been told that i can cancel agreement in 14 days from start of the service
i have been charge 180£ for early termination fee.

in addition to it every time i was calling them i spent 40 - 50 min in queue.
customer service advisors were very rude to me.

watch out people for this 'company'.

i do not recommend them as they cost me money, lots of my time and nerves.

Deciding to use this company, if anything goes wrong, It will cost you so much time and effort you'll wish you could turn back time and change your decision.
Took 4 attempts to get a line in. (over the course of 4 months).
Then after 3 months (in April 2014), Openreach stole my line in order to get my neighbour connected. After 3 months, I now have a line back - at a lot slower speed. However, I have spent something like 20 hours on the phone and many more writing emails. They take over a week each time to get back to you. They have NO comprehension of how to look after customers.
I am prepared to offer my evidence to anyone who is thinking of signing up with this company. Don't!! Be Warned.

I am so happy to be moving to someone else because all i have had this your company is lies it took them a month to come and fix my line because the first time they come out witout notice so nobody was in so they just wrote the job off and second they had the dare to try and charge me for that month and then said you were going to clear it as shouldnt have be payed to then be told i had to pay it other wismmmmey services would be cut off.

I've been with Primus for 6 months so far with no issues other than the Wifi cutting out sometimes but that's down to my router.

LOOKS CHEAP BUT REALLY EXPENSIVE FOR DAYTIME CALL, CUSTOMER SERVICES WILL KEEP YOU WAITING FOR OVER HALF AN HOUR

We and another family member have had our phone service with Primus Telecom (part of New Call Telecom) for around three years. As soon as something is wrong, or you have a query on your bill, things deteriorate rapidly.

I have spent the past three weeks or so trying to log a fault with Primus, Their Customer Services team is generally useless, with most staff having little or no idea about how to handle customer queries and complaints. If you do manage to get through and speak to someone (usually after a minimum of 20 minutes on hold) you may be faced with speaking to someone who is rude, arrogant, unwilling to listen shouts over you or just ignores you.

We have just switched providers and Primus have tried to claim that we are still tied into a 12 month contract, although clearly we are not as we have been with them for a few years. They are trying to enforce a cancellation fee and no amount of complaint, discussion or requests for the original call recording to be produced makes any difference. Cancelling the direct debit is the only option.

If there is a fault on the line, as is the case with the family member, Primus initially dismiss it, blaming everyone else but themselves. They were initially unwilling to pass the fault over to BT Openreach, and now that they have, do not advise us of progress, nor what the outcome of BT's investigations are, even though BT have requested more information from us.

When calling again this morning to provide this information, I'm told that there is no fault logged, so we have to start again! After protesting long and hard, they agreed to look again and phoned back to say "yes, there is indeed a fault logged". Hopefully now they can move the issue forward again.

I am amazed how this company continues to operate, why OFCOM do not take action against them for mis-selling and why customers choose to stay with them. Once you have a bad experience, you realise what a mistake you have made and should try to switch at the earliest opportunity. Do not be fooled by the cheap prices - they are cheap for a reason. There are many other providers out there that are much much better.

Took 4 months to set up broadband. Spent hours on the phone tried to sort it out (I was often no. 32/26/35 etc. in the queue). Said the would call back at a certain time- never did obviously. Said they would refund my calls but when I sent them my phone bill I got an email back saying that they wouldn't because they clearly stated a free number that I could ring (not true).
Have been overcharged MASSIVELY this month and do not expect to be refunded, will probably just end up spending more money trying to get through to one of their incompetent customer service reps.
THIS COMPANY IS AN ABSOLUTE SHAMBLES. DO NOT SIGN UP.
I wanted to cancel our subscription after 4 months because we hadn't had internet AT ALL and had spent over £20 in phone calls trying to get it sorted out. They said we would have to pay a sum of around £225 to break the contract- even though they had not upheld their side of the 'bargain'. Am beyond angry but feels like there is nothing I can do.

A young girl came on our door and walked into our house without asking and forced us to sign the contract before she would leave. sent the company emails and 2 letters before the 14 day cancellation thing was up and nobody has replied. my connection apparently starts tommorow and they have charged me 24.40 already even though i havent used their broadband. i want to stay on EE. i tried phoning to cancel before 14 days. they are impossible to get hold of. I really just wanna cry. i rely on the internet as a agoraphobic person and i just want to cancel the contract. im so annoyed and frustrated

Do not use this company. They may seem like the cheaper option but they are extremely ruthless when it comes to penalty charges which are ludicrous! I was charged £200 in one month for using my limit of data and they didn't once think to tell me these charges were taking place. They cut me off and refused to re-connect until I paid them. I refused and now they are trying to claim £450 through a debt collection agency. This all could have been avoided with some good communication.

AVOID

Last year I moved from my shared house into my own flat and called New Call telecom and explained that my flatmate would like the of account out into her name. I also opened a new account at my current address the call operator told me I would need to write a letter to put the account into my flat mates name which we did and both of us signed it and sent it to them.

I noticed that the next month the money still was taken from my account so i called New call and again and they claimed not to have received the letter.....so we wrote another one and sent it off again.

This happened a further two months and despite repeated phone calls, the problem was not resolved so i cancelled my direct debit, bearing in mind I was paying a New Call bill at my other address.

I then asked my ex-flatmate since she was using the service to take over communicating with Newcall which she did. We sent a further letter to New Call Telecom restating that the account had changed into her name. Despite many calls New Call NEVER Managed to switch the account.

I then started to get texts and letters to my previous address claiming that my account was over due, since I did not believe i had an account, and I subsequently got a text apologising I thought the matter was not my problem.

I then started getting more texts and letters to my previous address so I called AGAIN and this was resolved as the bill would be put into my ex-flatmates name since I had not used the service given that i was using the service at my new flat...so imagine my surprise when i get a letter from a debt collection agency demanding £92.

I have spent a significant amount of my time on this issue as well as the distress it has caused both me and my ex-flatmate. Given the number of calls and letters and emails i have written over the past year, the number of operators that I have spoken to me who have reassured me that the issue has been resolved just to find out that its not. I think that New call telecom owe ME hundreds of pounds. The final insult today being told that a supervisor had said that i was liable for the amount, despite the incompetence of their staff, then to be told I could not speak to said supervisor myself but would be put in some sort of an automated queue.

This whole experience has been painful, the incompetence of New Com telecom has been unbelievable, not reading the call notes from previous calls, claiming on at least 4 occasions that the issue was resolved, apologising and then opening the whole thing up again. Their customer service has ranged from pleasant but ineffectual to downright aggressive and rude.

Internet is shait keeps going off it takes them 3 f**king weeks to send an engineer over avoid this rubbish company also the phone does work bad work no one should use this company