An appaulingly bad company. Customer service and technical support for internet is nonexistant. You cannot get through to them. When you call customer care, you are asked to leave a message, then immediately disconnected. Technical support is not support. I have been forced to use their webmail, that is 35 years out-of-date, because they will not help me set up an email client on my computer. When you call them, you are frequently cut off after a minute or two. DO NOT USE PRIMUS, YOU WILL DEEPLY REGRET IT. read more

I've read many reviews before I even got primus and I said forget it all give it a shot I've honestly had 0 problem with my internet, they haven't taken money from me,I'm fact my internet was too fast I downgraded my plan and it's perfect so they saved me money and I live downtown toronto. read more

Internet always lag spikes sometimes to 48 thousand ping, the maximum amount of ping I've hit with this wifi is 200k+ ping. service is horrible, had to wait 3 hours on hold to talk to someone about the wifi going down, and the stability of the internet is terrible, constantly being bipolar between having good ping for a little bit then switching to terrible ping for awhile. read more

Please avoid getting involved with this company. I put up with their poor customer service for years because it was cheaper, but they found ways to charge me more as time went on. Once I changed my internet plan and they swore it would be cheaper. But then, without consulting me, they changed my long distance plan so that I was being charged for every single call instead of the flat rate that I was previously paying. I didn't notice it at first since the bills are charged directly to my credit card and I was busy, but it could have meant anywhere from 20-40$ extra per month! Rather than go through their horrible customer service to get this rectified, I decided to research other companies to change plans. When I did, they kept charging me every month even though the new company had notified them. When I called them to complain, they had no interest in taking down the confirmation number I had. They simply insisted that since I was not the one who had notified them, I couldn't get my money back. When I insisted on speaking to a supervisor, they told me my call didn't qualify. When I continued to insist, they put me on hold then eventually just hung up on me. There are many other providers that charge less and don't give you this grief. Find one of them and save your money, your time, and your stress. read more

If your are thinking of Primus Internet-- avoid if all possilble. Their 'Customer Service' is practically 'non-existent' Their 'Technical Support' is not much better. Over a week ago our internet became essentially 'non-existent'. It was so slow that nothing would work. It seemed that I was calling every day -- sometimes multiple times in a day. We kept going through the same steps: 1. Hard Reset of Modem 2. Power off/on Modem 3. Some 'reset' in the back office. Sometimes that seemed to help. However only for a few hours. They eventually decided that the existing modem needed to be replaced. However it took several days for it to arrive. When it did -- the problem persisted. I was then told that it the service had to be activated -- but the first needed a Bell Technician to come out. -- why on an existing installation, I don't know. However the Tech could not come out until Wed 12th. I explained that that was not good enough as we essentaily had no-internet. The escation departmetn was able -- first thing they did good - to get this pushed up to today [11th]. However no-one showed up. There was no explanation on why. read more

this server is absolutely disaster, time to times like starting last week they stopper serving accounts no emails no business lost a lot of connections they should have a legal class action since been a week they could not fix their issues. No emails yet. when you talk to them they do not give you any help whatsoever. Stay away from such a loser who even does not have enough tech help to fix issues!! read more

If there would be option - negative 5, It would be more accurate rating. Couldn't reach technical support, on hold for 1h30min two days in a row and no luck. I gave up, problem not solved. read more

I had a very bad experience with Primus. I was given a promotion for first 3 months free internet. They continued to charge me the first 3 months. The internet was very slow and I was not able to properly use it. The internet was so bad that my doorbell camera stopped working while someone broke into the house. When I called them and let them know, they broke the contract but continue to charge me every month. I called and complained many times but they refuse to acknowledge any promotion. They refuse to refund me or fix any problems. They have sent my accounts to collections with no fault of my own. They need to fix this or I will bring this matter to the court. read more

Zero, Avoid. They falsify charges. I had services issues for months at 340kbps, and there was no compensation. Took months to fix. Apparently, it was faulty hardware. Horrible company, service is poor or non-existent. Costco, rid yourself of this company as it reflects poorly on your company. read more

Primus Canada - Internet Service Providers Near Me - Toronto, Ontario

I have been with Primus for phone and internet for several years. HOWEVER, MY PHONE HAS NOT BEEN WORKING SINCE SATURDAY AND TODAY IS WEDNESDAY. The "customer service" people keep telling me that the service will be restored by 5 o'clock each day, and that I need to stay home but four days later, that is not true. I have been staying home waiting for the repair person since Saturday These guys have actually phoned me to lie to me that someone was coming to fix the problem, but they have not yet done so. I will be expecting a BIG refund and will likely cancel this account. Meanwhile, my only solution is to call and yell at the staff....and write this. read more

I use this company's business phone line, but I haven't been able to use it for 3 days because this damn company hasn't fixed it. When I keep calling them and asking why they can't find a technician, they tell me that their company doesn't have a technician and that Bell's technician has to fix it. And after fixing everything, they told me to pay because they fixed the phone line. read more

I have been using Primus because it's the cheapest one but you get what you pay for it is very, very spotty.My internet is constantly offline every ten seconds rebuffing , Have a really really hard time trying to get anything done using this internet Without warning they will raise the price on you every single time, And the service never gets better , This internet provider angers me constantly , I can definitely say I am one unhappy customer. read more

Never don't choose the primus internet (Bell), almost 1 month now I waiting for installation. read more

Primus Canada - Internet Service Providers Near Me - Toronto, Ontario

If I could rate this company 5 negative stars, I most certainly would. The service is atrocious. Our internet goes out every couple of hours because it is "resetting" itself and there is nothing anyone can do about it so I have been dealing with outrages and on top of that, I finally decided to upgrade my modem to a newer model in hopes that we can stop these outages and they cut off my internet without receiving the modem telling me that I can't have my internet back because it will mess up the new service so I am out of internet until the new modem arrives. Customer service is awful and act like it's their first day in training. I have nothing but negative things to say about this company. Save your money and go elsewhere read more

I have to say that this is the worst experience I have ever gone through with a service provider of any kind. I signed up for the 1GB (previously on Rogers 1GB service) and the installation went sort of smoothly. I was told that there would be a Primus tech on site and then that a Rogers tech would also be there but in the end that only person that came was Rogers and he didn't do anything other then ring out the cable. I ended up installing everything as he watched which was fine, just confusing. The speed I got was around 100Mb, not the 1Gb that I had ordered. I opened a support ticket and they insisted I hook up a laptop and run a utility and provide them with the file. I did so and they came back two days later and said that there were services running which could affect the bandwidth and they needed me to run the laptop in safe mode and disconnect everything. Note: I work in IT and there is nothing running in my house that could possibly take 900Mb/sec of bandwidth. I removed everything and did as asked and yet still 100Mb/sec. After going back and forth with them I finally kept asking for a manager. After a few days, someone reached out to me from Ottawa (everyone I had spoken with previously was based in a call centre in Egypt). It was good conversation and we agreed on steps moving forward. They were going to send me a new modem and I would run tests again for them as they have a few people that are experiencing similar issues. I told them I would be out of town and would do it when I got back in a week. On next day before I left town, the internet went down within an hour of them shipping the modem. I called them and after an hour they figured out that they had deactivated my modem as soon as the new modem shipped (which I obviously had not even received). We got it back up and running and then I said to them again I am going out of town and can't have this happen again. He said that we would need to call when we hook up the new modem and they would do nothing until they heard from me. I went out of town and within an hour of the modem being delivered to my wife at home, they again deactivated our modem. I had to talk my wife through changing it out as I knew they wouldn't talk to me unless I was at the house. The new modem immediately came on line proving they have deactivated the old one yet again. Since then I have provide information to them with no response. I think I send in at least 5-6 ticket responses over about a week and to date never received any response. My last entry said that if I didn't hear from someone in regards to a plan moving forward and/or a call from a manager I would be cancelling. I gave them 24hrs which I actually extended to 48hrs in the hope of hearing from them but yet again absolutely no response. Note: One thing that I did find was that I had to continuously explain the problems to them as not one single person that called me or answered the phone would read the ticket. They just skim the problem description and assume they are starting with someone that doesn't know how to plug in a cable. Overall I would give them a 1 out of 10 for customer service/technical knowledge. I did talk to one person in Egypt that helped me get the modem back on line and he seemed legitimately frustrated with what they had done to me. And the manager I spoke to was decent and apologetic as well. Other then that, they need to make some SERIOUS changes for this group to be viable. Again, I am sure there are people where it went fine and also probably alot of people out there that are paying for 1Gb/sec and not getting it which is sad that they are paying twice as much for 1/10 of the speed. I officially terminated my service with them via customer loyalty last night and they agreed that due to the problems there would be no charges which is good because I had no intention of paying for anything I did not get. During this entire process I kept my Roger account active and I am glad I did as I am now back on it and Rogers has agreed to give me 1.5Gb/sec for about $10.00 more a month then what I was paying for Primus. I put a lot of faith in Primus and have been thoroughly let down to the point where I will never be considering nor recommending them in the future. Based upon what one of the tech people told me they maybe bought out by Techsaavy in the near future so hopefully that will give them a chance to fix this broken mess they have. read more

Internet was down at one of my rentals for 4 days now! They had said they're sending a Roger's tech to come assess the situation and my tenants are still without internet. They told me someone would come tomorrow (going on 6 days now). No one at technical support can help you unless it to reset the box. Just pay for good internet and avoid the headache! read more

Got a digital line from them. At first you could call out, but not in. Called and waited forever to talk to an agent, and then was told to give it a few more days. After the weekend, the phone didn't work at all. Called again. Took an hour to get an agent. Was told service had been cancelled, couldn't say why, put me through to another agent who sounded like she was working in a crowded subway station filled with screaming kids. We went back and forth for 20 minutes, she put me on hold. Was on hold for 30 minutes. Call was disconnected. Started whole process over again. Yes, line cancelled, they didn't know why. It will take five days to get it up and running. Several hours of my life I won't get back! read more

Was supposed to have a tech come by to activate my internet. No one showed. I paid for activation, router, modem, and part of a month's worth of internet service and have not received anything yet. It's been a month... Service is absolutely terrible. I'm about to cancel before even getting started. read more

Very poor customer service. They are very quick on sending the bill but just opposite on sending the router. Was supposed to get the service from December 7 and today I picked up a package from canada post on December 27 th 2023 and it was just Deco and still missing Router. Customer support said they have made a ticket with higher priority. BUT still they don't have the date when I can receive the router. I wish I could give them negative star..I thought I got a good deal being a costco member.. WOULDN'T suggest any of my friend to get it. read more

I had made arrangements for my equipment to arrive on April 28, the same day the technician was to arrive. He cam, said the line was working...that's it. The equipment arrived the next day...spent 3 hours of my own time with a unknowledgeable tech support agent, then to tell me...the modem was bad & it was the Canada post delivery guy that damaged it upon delivery. At a critical time needing wi-fi moving into a new house for myself & help staying several days, we all had to use our own cell phone data to the max. 4 days later it just mysteriously just started working...most likely... they just activated it at their end? Garbage customer service as a new customer, I'm pissed even before I've ever used their internet service. read more

What in the world has happened to these guys? 20 years ago, I swore up and down that this was the absolute best company one could ever deal with! The person that answered the phone had a bell tech on your pole outside to fix your issue - same-day!!!!!! Now, it's the single worst company I have ever had the displeasure of dealing with. Years upon years of dissatisfactory experiences, lack of supervision, accountability, no responses, escalation requests gone unanswered or unfulfilled, no one of significance to talk to, management hides behind 1st-level phone support, who have no authority or knowledge of how to help you. The people say they're sorry tho, so there's that. It's really that bad. I'm seriously considering picketing them. Sad I had to give 1 star. read more

I was skeptical and asked the order tech why such bad reviews but decided to give Primus Internet (Canada) a go! Their modem and gateway arrived in less than 2 business days. I plugged it all in (power, and coax) and to my pleasure all the lights lit up green. Speeds are a little faster than my promised plan of 75gb/s and for $29.99 + $10 (modem & gateway free) a month introductory. you cannot beat it with the bigger companies bloated prices. I live in an apartment and its obvious someone had cable internet or tv here before. But I am very happy to give 5 stars after using it. Thank you Primus Canada !! read more

HORRIBLE CUSTOMER SERVICE, wait times are 30 min plus to even speak to someone and they never can help or seem to get it right. I can't even cancel my membership without it being a huge ordeal. read more

Don't even bother with these guys, you will waste your money and time. I made the mistake of signing up with them in may after ditching rogers, they said because i had rogers before them that a tech would not be needed, they flip a switch I hook up the modem they sent and I should have internet, well after a week went by and numerous unresolved tech calls I still had no internet. They refused to send a tech to resolve the problem and still had the amosity to say I owed them for setup fees and the first month, after they tried to charge my credit card I disputed it and won, Lesson learned for me and hopefully whoever reads this takes my advice, stay far far away from these guys, get bell or rogers, its not worth trying to save a buck on internet with a sub par provider, you will have nothing but problems.. read more

I've moved to a different provider and am trying to cancel service at Primus. After almost a week of waiting for ANY kind of reply to emails I've sent and an open service ticket, I'm still waiting for a reply. Maybe I should ask a lawyer friend if there's any legal remedies. If I could give them a zero, or less, I would. FYI: If they yammer at you about needing to give notice 30 days before cancelling, NONSENSE!! The CRTC says no way. https://crtc.gc.ca/eng/television/services/serv.htm Update: I'm free and clear of Primus. All it took were 7 letters: BBB and CCTS. read more

I ordered the internet 2 weeks ago and today they were supposed to come 8am-12pm to install the internet. It's passed noon time and they are not here! The modem also has not arrived! We drove all the way from the north last night to be home for them today. NO SHOW UP!!! What a mistake wanting choosing to go with them! It's been 2 weeks I am using my cellphone data this whole time!! I called them twice and the hold is so long that I have to hang up eventually. Horrible horrible horrible read more

When you're watching "Home Alone" this Christmas, know there is a mention of Primus customer service. The older sister tells her little brother "You are what the French call "Les Incompetents". read more

It was supposed to be plug and play but after I tried setting it up myself and it didn't work i was told i needed a technician to come. I "missed" my first 2 technician visits because they were calling the wrong number. Yhe 3rd time someone actually came, but all he did was confirm my installation was correct and that "there is nothing he can" 4th tech visit involved 5 employees and they still couldn't get it working. I gave them one more chance to get it right with a 5th appointment, but the technician couldn't make it and I only found out about this after I CALLED THEM to ask where he is. This is all happened over a 4 week timeline. I finally cancelled the service and went into a shaw store where they were able to get my internet going in the SAME DAY. After this month long ordeal, they still had the audacity to ask me to go to a post office and ship back the modem they sent me. Primus offers internet service utilizing the Shaw network while offering lower prices, but my experience suggests that there may be a reason for the reduced cost. read more

My home phone line stopped working and trying to speak with someone in English is more difficult that obtaining Middle East peace. The people at Primus don't know the difference between their arseholes and a hole in the ground. read more

My parents have been with Primus for 10 or so years. They seemed fine enough. Dad never complained and I never stuck my nose in their business. After my father passed away, mom asked me to take care of all her accounts and services. And what I found is unacceptable. The bill always shows up the day before its due. I couldn't set up an online account to view the bill because it says the account number isn't a real number. I had a hard time contacting anyone because their hours of operation, due to the time difference, did not work for me. When I did speak to someone, they told me they were open on Saturdays, only when I called on Saturday, the system advised they were closed. They charge $27.80 for the service itself and then 0.20 cents per minute to call long distance. After taxes the monthly bill would vary from $60 - $90. If this account were for me, I would cancel and just stick to Facetime - its free, but my mom is elderly and doesn't use cell phones/computers. She has TELUS as her home phone provider, so I took a look at their long distance rates. They have a World 60 package for $25 a month, no additional, per minute charges. Just a straight $25 a month. When I called TELUS to add this feature, they even gave me a special promotion for the year, so mom is currently paying $7 a month to have long distance with TELUS. Cancelling with Primus has been a nightmare. I called to cancel a few days after setting up with TELUS and I was told by the rep on the phone it would take 5-7 business days to cancel and I would receive a final bill and confirmation of cancellation. I received an email from Primus the next day stating the same. When the next bill came, there was no indication that the account had been cancelled. I called Primus and was told the account wasn't cancelled, they were very sorry and would start the cancellation now and again it would take 5-7 business days. 5 days after that phone call I received an email from Primus stating they didn't know why I was told it would be cancelled on their end and that I had to get the new provider to call Primus to cancel on my behalf. They also stated I was being charged for a long distance phone call mom made 2 weeks after requesting cancellation, well after the 7 business days we were told the cancellation would take. I called TELUS and the rep called Primus. We had a 3 way conversation in which the Primus rep first kept saying that TELUS needed to call to cancel and myself and the TELUS rep stating this is exactly what we are doing right now. The Primus rep then told me I couldn't cancel with Primus because it would cancel the phone number all together, TELUS needs to port the number, however, this phone number was started with TELUS long before Primus was ever added as a service. The TELUS rep said they did not need to port the number because they already have the number. After a 10 minute hold, the Primus rep came back to us and said that a cancellation ticket was opened about 2 weeks ago. All he could do is add notes and he had no idea how long it would take to actually cancel. It shouldn't be so difficult to cancel an add on service. Primus staff needs to be trained on the proper procedure to cancel and provide the correct information to the client when asked. It seems they are refusing to cancel in an attempt to get more money. 100% do not recommend. read more

Looking for input on the Primus internet? Here's our story: My son needed a new internet line put in for work and called several companies. He ordered Primus and was told that he had a 7 day, no questions asked cancellation policy. The following day he found a MUCH better deal and cancelled the install (keep in mind this was a new install and someone had to physically come to the house to set it up). The following week, a router showed up in the mail. We called and said "Hey, we cancelled the install, why did you send the router?". They said to just send it back and there would be no issue. So we did. One month later, we got a bill for $214.15! They got the router back, no problem, but they said there were "fees". Um, excuse me, but we never had the service, not even for a single day! Now once you're a "customer", try to get a hold of someone; you'd have better luck telling a 4 year old to keep their eyes closed in a toy store! But 4 days and many hours later, we finally did speak to someone who said there was nothing they could do. Then we have to scream to talk to a supervisor who will only remove the activation fee. Now we're stuck with a $50 bill for a service we never had. Further investigation of this company found dozens of the same complaints and people's credit completely ruined because of it. DO NOT GET PRIMUS HOME INTERNET! read more

Worst Internet I have ever used in my whole life, The signal is terrible and so bad that I bet I could connect to a neighbours wifi from my own home if they don't have Primus and have better connection than being in my own home using my own wifi. It is so terrible nobody get Primus its the worst internet ever. read more

Absolutely terrible. I signed up 3 weeks ago and they said it would take 2 weeks to set up my internet. A little long but I was happy to wait. When I was registering I mentioned multiple times that I lived in a fiber-optics only building and they assured me it was not a problem. After the two weeks I received my modem/router from them in the mail and promptly set it up. I spent the week talking to 5 or 6 representatives and told every one of them I lived in a fiber optics building they could not figure out the problem. Then they told me not to call them and they would call me back, after 3 days without a call from them I decided to call them and was then informed they don't provide service for Fiber-optics buildings, he then said he didn't know what to do and put me on hold.. 15 mins later the line went dead. Worst company ever read more

Absolutely horrible. Couldn't even get their modem set up even after multiple calls. They say they're upper level technician will call you and they never do. Finally gave up and cancelled my account after a few weeks and they charged me for it even though I didn't use a second of their service. Called support to get it sorted and they said they'll take care of everything. 1 month later I get a letter in the mail saying I owe $73 and I have no clue why. Still sorting it out. DO NOT buy any service from Primus. read more

This is a company that has swapped hands many times through acquisitions. At this stage anyone who had an IQ higher than room temperature has left the company long ago so what you have left is the "best of the rest" with a lazy and incompetent middle management team and an army of customer service people who don't care. As others have stated, the customer service is terrible. Tons of issues before even activating the account. The sales rep said I could use my own modem and didn't have to rent theirs if I didn't want to but then they charged me for their modem rental anyways and said that it was mandatory I use their gear after the contract was signed. This is the type of company that will tell you whatever you want to hear to sign you up and when you realize you've been duped, you're someone else's problem. They set an activation date for a tech to come over... nobody ever came so I took time off work to be there for the whole day for no reason. read more

Yelp made me choose a star, but truly they deserve none. Primus offered me the worst experience ever as a telecommunications customer. I am a Costco customer, and as such I have experienced high quality products from Costco. This is what turned me towards Primus. On January 18, 2022 I entered into an agreement with Primus to supply me with internet. I was alarmed with the $190 modum, but my cost savings after 1 year would be recognised. When the Primus email came in the following day it confirmed that I did not buy a $190 modum, but I purchased a $140 modum and a $50 wireless router. I did not want this router. I previously purchased a $300 gaming router for my son and this new $50 routers technical specs could not compare. Primus told me I had to purchase it. Even though both products are listed separately on the invoice, the router from Primus is mandatory. Alright Primus, not cool but let us move along. The equipment arrived January 27th, and on January 28th I phoned Primus and spent over an hour on the phone trying to get the system working. The result was no internet. Primus scheduled a technician for the morning of January 31. I took the day off work sacrificing a days pay so that I could get the internet up and running. On January 29 an email came in from Primus stating a technician would be here on the 30th. Odd I thought. On the 30th a technician did arrive from Cojeco. The company Primus rents the lines from. The technician came it and I explained the problem. He checked the lines, stated they were working perfectly and explained that Primus has not turned on their equipment that routes internet to me. On January 31 I spent 4 hours on the phone. Yes, 4 HOURS!! Primus did not send a technician, past me around on the phone from customer service to technical service and back again. I identified myself no less that 15 times to each and every customer support individual. This would include my name, account number, address, postal code, secret id code, and phone number. In the end I had no internet, I lost a day of wages, and I'm sure a little more hair! I finally cancelled Primus. They are supposed to send me a shipping label for the equipment and all will be cancelled. I hope this is the end of it. This is by far the worst customer support experience I have ever had!! STAY AWAY FROM PRIMUS - I SHOULD HAVE READ THE REVIEWS HERE FIRST. COSTCO.....WHAT ARE YOU DOING!!! DUMP THIS COMPANY -IT REFLECTS POORLY ON YOUR GOOD NAME. read more

Primus Canada - Photo of time spent on the phone with Primus customer support. - Internet Service Providers Near Me - Toronto, Ontario

Installers didn't show up twice. I had to sit at home during the installation window. Eight hours just waiting for them to show up - and they never did. I ordered about 3 weeks ago and I am still waiting. read more

How would you like to pay $50 per month for 91 Kbs per second upload? That is LESS THAN ONE MEGABYTE per second, almost indistinguishable from Dial Up technology from 20+ years ago! Customer service will not return emails and the phone number is an impossible phone tree. Got this service through Costco. WTF read more

Primus Canada - Internet Service Providers Near Me - Toronto, Ontario

Stay away, people stay away from "Primus" you will regret if you go with them. Even after you cancel your contract and and pay all fees. They will hunt you and tell you that allegedly you owe them more money. What a scam company read more

I switched to Primus from TELUS due to the lower monthly cost, and seems like lower cost is indeed associated with lower quality of service and customer care. The service is not stable and customer support is hit and miss. I recently moved to a different City, prior to the move I opened a ticket to move my service on Primus website, after several weeks of no response I finally decided to call and they scheduled the move, and they got the date wrong, I had to call again to fix the date. Then when it comes to the move, as expected, they screwed it up, I plug in the new modem, there is nothing, call the support, long hold and waiting, then they said there is nothing they can do, they have to contact Shaw and get Shaw to check, long story short, I was without Internet for 3 days while I need to work remotely. And no apologies and nothing from Primus. BTW, I chose to do an upgrade to a higher speed for the move, and charged for $50 activation fee, good job primus for charging "Activation" fee for your customer that has been with you for 2 years. Now I have decided to move away from Primus, called to cancel my account, and was told I will be charged for $100 cancelation fee as I upgraded the service during the move, and they consider this is a new plan. Couple of days later received email to ask me to return the modem, or they will charge me $200 for device fee. BTW, did I mention how unstable and unreliable Primus Internet service is? And 80% of time I can't even log into your website, and when I call, some support person obviously has no idea what they are doing. Not my fault to get driven off by your bad service quality. From an unsatisfied customer read more