Primus customers hit by service woes

Helen Knapman Senior News Reporter
Published 28 January 2013
Last updated 29 Jan 2013

Complaints about home phone and broadband provider Primus have escalated over recent weeks, with some users reportedly waiting hours to get hold of the firm's customer service team.

Many have taken to our forum and have emailed us to complain about poor service.

Related MSE Guides

Cheap Home Phones

Line rental-only deals from £5.99/mth

Cheap Broadband

Broadband AND line rent, equiv £13/mth

Free Broadband Speed Test

Boost your connection speed

The major issues include:

  • Customers frequently on hold for lengthy periods, sometimes hours, when ringing customer service.
  • No response to emails to customer service.
  • A small number of users have also complained their home phone or broadband service is not working.

Forum user organic_choc said last week: "Been waiting on Primus customer services queuing system for the last 50 minutes and counting."

And three hours later: "Three hours, 12 minutes and suddenly the phone line went dead. Totally quiet."

Forum user xyz123 said the week earlier: "I have been trying to contact Primus for the last three days to find out the status of an order. Every time I have waited up to 20 minutes and haven't managed to speak to anyone. I did call outside of its busy times."

Primus suspended from our guides

We often featured Primus deals in our weekly email and guides on the site, as it offers some of the the cheapest line rental, calls and broadband packages. Given the huge problems, we have suspended Primus from our guides as a top pick and won't be re-included until the problems are sorted.

Related MSE Guides

Cheap Home Phones

Line rental-only deals from £5.99/mth

Cheap Broadband

Broadband AND line rent, equiv £13/mth

Free Broadband Speed Test

Boost your connection speed

Primus customers usually report decent customer service. In our most recent customer services poll from November last year, 61% of Primus home phone customers who voted said its customer service was great.

Meanwhile, 49% of its broadband customers who voted said its customer service was great.

What Primus says

Primus partly blames the recent cold snap for its customer service problems.

A spokesman says: "We are doing everything possible to reduce the queue times, but the weather situation has been testing and unfortunately means a lot of people need assistance."

Primus insists there is nothing abnormally wrong with its broadband or home phone connections.

Comment/Discuss

Discuss this MSE news story: Primus problems

Cheap Travel Money

Find the best online rate for holiday cash with MSE's TravelMoneyMax.

Find the best online rate for your holiday cash with MoneySavingExpert's TravelMoneyMax.