Primus www.iprimus.com

Signed up with Primus as they were the cheapest and claim to be award winning. No communication about when line would be put in. Waited an average of 58 mins on hold each time I have tried to get through to Customer Services/Faults Reporting. A few days ago, I was holding on for over 2 hours before I was cut off. Is this a record? When someone does eventually answer, they are pleasant and polite. It is just the interminable wait before you get hold of anyone. Regret signing up with them.

After many frustrating problems which led me to seek out directors mail addresses.I obtained a questionable services which left a lot to be desired. Then I had a fault on my line, I e-mailed and received no reply, I then skyped to be answered after 18 minutes,whilst half way through the process, cut off. The operator called on the faulty line but was unable to hear me reciting my mobile number, this was due to the line being faulty, which the operator mantained was ok!,she terminated the call. I then rechecked the line as per thier procedure, still faulty. Then skyed again only having to wait 15 minutes this time. I gave my mobile number so if the skype went down she could call me back, she started to do the usual checks and the skype went down, did I get a return call, you guessed it NO.

I will now look for another operator and terminate my contact with primus and look forward to being sued, see you in court and we will see who wins!

This is the cancellation letter I sent them this morning, judge for yourselves:

"This is to notify you that I would like to cancel my broadband installation process. It has now been almost two weeks and I have been given nothing but misleading information. Your customer service stuff is rude and very unhelpful. I have requested several times for my account information to be sent to me over email – nothing happened. I was told my broadband would go active on Friday the 13th, then Monday the 16th - nothing happened. I spent at least 3 hours on the phone with your customer support on Monday the 16th and tried several different routers with no result.

This morning, when i called and requested my activation to be cancelled, I was told by a customer support adviser that I will be liable for the rest of my 18th months contract! When i requested a confirmation from a supervisor, I was told it was impossible and I needed to wait for call back in 3 to 5 days! I was left speechless by the attitude of this customer advisor. I am amazed how you manage to have any customers in the first place with a service like that.

I would also like to emphasise that, despite my repeated requests, there’s been no account information / contract details emailed or sent to me.

As a result of all this, this is the official request to cancel my broadband installation process with immediate effect. I will mail back your router, with a proof of postage, this evening. I would really appreciate if you could send me a confirmation when you receive this.

I have never come across a service provider who cares so little about their customers. The worst customer service ever."

Please be aware that this company starts their cooling period as soon as you apply and then come and install once its over!

Meaning that when you see how shady they are its too late to cancel and then to add insult to injury they disregard your voucher code

Primus Braodband and calls - useless

I signed up to Primus broadband having seen it on comparison sites as the cheapest. I realise why it's so cheap. No correspondence from them for a week after signing up. Called their customer service line three times and each time on hold for twenty minutes. It seems that they only employ one person. The sales line you get through to immediately - strangely enough. This being an indication of what they will be like I cancelled. Suddenly now a flurry of e-mails, each ignoring what I have told them several times and trying to set up direct debits and take my money. Good job I cancelled with my bank. I wouldn't trust them as far as I could throw them. Incompetent and useless.

iPrimus is the worst internet provider in Australia. I mean, how could it not be? Years ago, I was with AOL dialup. We wanted to go with primus because at the time we had an aol.com email address. They assured us that we could keep our email address. Wrong. They then signed us up for a 2 year contract without asking. We were stuck with 1gb for $100 a month and when we went over our 1gb, we slow down to 6kbps. I am not joking. We then sign up for a new plan with them, because our lines are so outdated all of the other telcos can't support them. Also, it would be a 10 day waiting period if we changed provider. We were assured that we would have instant internet access. What do we get? Your internet service has been cancelled. Great. We rung them up (a half hour or more wait) and we had to wait a few days without internet. The same as it would have taken to switch to something good like Telstra. We were also assured that our current router could take the new ADSL2 signal. I really have got to stop trusting these people. WRONG! Now, if we got a new router when we resigned, it would only be $30. It was now $200. For this really crappy router that has the same speed and instead of dropping out every 5 minutes, drops out every 15. Add to that they signed us up for a 2 year contract without telling us and you have a few really happy customers.

Every call to primus was at least a half hour wait and they always blame you for any problems you might be having. Our new computer, for exaple, needed an ethernet connection, not a USB. "Your internet came with ethernet". "That will be $30"

Thanks for reading and please don't choose primus!

Primus were once a great site but why do you continue to torture an old half blind pensioner on dial up with needless requests? I have a fatal neuro degenerative disease. Wanted to switch to ADSL, even have the modem but..... you tell me?

As mentioned above, the customer service provided by iprimus was appalling. Their customer service only operates during office hours. There was no weekend cover, so if I had a problem with your connection on a Saturday, bad luck, it would be 48 hours from commencement of business hours on a Monday that they would generally fix the problem. A phone call to iprimus (again, only during business hours) meant a minimum 30 minute wait before the call was actually taken off hold and I got to speak to a 'service consultant'. Service consultants were poorly trained and incredibly reluctant to put calls through to their superiors if they are unable to answer your questions (which was usually the case). Do yourself a favour and use a different provider.

Primus were unclear in charging. Absolutely hopeless technically. Trying to set up at home with Vista was nearly impossible. By the end, I knew all help line staff by name. They'd had me downloading, installing, uninstalling. Finally after MONTHS, they conceded the problems were with their server. E.mail was also useless. After weeks of trying to set up with their help, their server crashed catastrophically, and all info was lost. Price fluctuates monthly and inexplicably. At one point we couldn't dial any 0800 numbers. Broadband service kept disappearing. In total, I must have spent HOURS on to their help line.