I came off their services months ago, and I still get bills and threatening letters even though I payed the final one. The communication when you call is rude, and they do not LISTEN to you!!!!! Terrible!!!!!! read more

Primus Canada is really very bad. The service is horrible, they can put you on hold for hours and you finally speak to an agent they don't know how to help. The wose things about them, is they keep increasing the price every few month for their good client. I have been with them for almost 17 years and I have to cope with their exagerated price increase. Each time you have to calkl them and negociate with them to have less service in order not to get the price increase. I pay now for phone and internet 84,00 (before taxe) I received yesterday the new bill with an increase of 10%. So I decided. to leave Primus and go to another compagny. There are a lot of competition on the market and I think I will get not only a better deal, but also a better service. Too bad for you Primus, you don't know How to keep the good client. read more

The fastest download speed have been able to get in a month is 10 if i'm lucky. emailed several times with all of my information and have had zero success. All of the phone numbers they have listed for service and customer care will not connect. Horrible service and i can't even get in touch with anyone to cancel to service and switch to a better provider read more

Avoid at all costs!!! Saving a few bucks every month is not worth the hassle and stress when problems arise with them.(not if but when). Initially had home phone transferred by Primus from another carrier, but after 2 weeks, still no phone service. Turns out Primus dropped the ball when getting the number transferred over, which resulted in the other carrier deleting the number, thus not allowing Primus to port it over. I had to call to get the number reinstated by Shaw (thank you) in order for Primus to port it. 8 hours on the phone and 3 weeks later, my 96 year old mother in a nursing home finally had a phone. Shame on you Primus, But wait, it gets better! Phone went down last week, the sent a new ATA box, I hooked it up and it didn't work. Called Primus support, had me do the reset/power down sequences, still not working. Advised me that they needed to escalate and someone would get back to me with 2 days. 3 days later, no call. I contacted them to see what was going on, no progress. Asked to speak to a manager, said they would pass it on. A day later, no manager call, no progress on the ticket, and they have no answers for me. Time to put this lame horse where it belongs. Goodbye primus, hello again Shaw. read more

I find it's very slow i have unlimited and I use my cell at night in bed and can never go to another page for the price I pay it should be a lot better read more

II have been using primus internet service for years but during the pandemic I decided on upgrading my internet service because my kids were at home for school and the internet kept cutting and lagging. After kept having the same issue with the new service I decided to end my service with primus. I recently received a bill for $100 because I broke my contract early. This is a total cash grab, I will never use their service ever. read more

Called today and spent a total of 3 hours waiting on the phone and had to call 4 times, 2 of the times I was hung up on, 3rd time the guy transfered me to someone else who then put me on hold for 25 minutes to look over my account who then transfered me to someone else and they were closed, called back a 4th time told the lady what was going on she then said she'd transfer me to the department that was closed argued with me that it wasn't closed but yet I was just transferred to them(guess the customer isn't always right) lady argued with me and then refused to escalate my call to a manager or supervisor and she then said she'd transfer me, she transferred me to same place that is closed. Like come on primus. Horrible customer service, your representatives shouldn't be allowed to hang up on people, argue with them and tell them there wrong and refuse to transfer them to a manager/supervisor. Those I spoke to today shouldn't have jobs. The guy I spoke with he was nice and understood my frustrations with being hung up on twice he was the only helpful one in his department until he transferred me to someone else. So pissed with primus. Also whenever going to pay online it never works and by the time I'm done work the billing and payment office is closed. Ready to switch internet providers. Yeah you guys are cheap but now I no why cause your customer service sucks balls and treat the customers with no respect. Any call centers iv worked at the moment they ask for a manager you transfer them no questions no arguing you just transfer them!!. Don't get primus. read more

Primus advertises no set up fee and low rates... but when their internet doesn't work consistently in the area and our only option is to cancel they charge a $100 cancellation fee because we didn't call every single time our internet didn't work... even though we called once about it and it was never fixed!!! absolutely would never recommend. read more

DO NOT WASTE YOUR TIME. The service is horrible and unreliable. My Internet was always down. If it was up, it was always cutting out and sometimes just slow. I kept upgrading the speed to keep up but it was never enough. I went from 5mbs to 25mbs just to play my games online without lag and at 25mbs there was still lag. AND don't bother to call customer service, you will wait 2-3 hours before you can speak to a tech rep to fix your problem when it is down. Mine has been down for 2 weeks. After spending a total of 6 hours over 2 days to speak to a tech, he told me my account does not exist and he had to transfer me. I said hold on and lets try other means to get my account. After all, i just spent 3hrs to get a hold of you. AND guess what? he hung up on me not less than 4mins into the conversation. I have been patient, hanging in there with them for more than a year in total, and customer service treats you like crap if they detect a hint of frustration in your voice. I don't think thats how a paying customer is to be treated. The money you think you are saving quickly get spent in calling them the fix problems. I WILL NOT EVER USE THEIR SERVICE AGAIN AND WILL DISCOURAGE ANYONE INTEREST FROM HERE ON. YOU HAVE BEEN WARNED read more

So I'm renting a room and my landlady uses primus. I have never before in my life experienced such slow and sloppy internet service. The amount of times the wifi just cuts off is ridiculous, and customer service is garbage. Wouldn't recommend even if it was free, the frustration is not worth it. read more

Honestly one of the most terrible experiences with any sort of service provider ever. I was with them for over two years of spotty, unreliable, slow service, but stuck with it because it was cheap. A few months ago the internet went out completely. I called after it had been out most of the night and into the next afternoon, went through all the home diagnoses steps, and was told a tech would be out the next day. No tech was there by 4pm, I called, and they said to wait until 8pm, saying the tech was just running a little late. I called at 830pm (giving them a bit of extra time), and they said they had no way to contact the techs that late! That, in fact, because they contracted out their technicians, they could not contact them after 5! I was promised a tech would definitely be at my house in 24-48 hours. Well, two days pass, no tech arrives, and I call them at around 4pm again. I'm told that the ticket was cancelled, because when the tech looked at it, it appeared my internet was up and running, so clearly nothing was wrong. The internet had been flickering in and out (mostly out) on my desktop connected via ethernet to the modem, and completely inaccessible at all times from wifi on any devices in my family. They promised that they would put a note in the file to NOT CLOSE THE TICKET, even if the internet appeared to be working, and that a tech would be out in 24-48 hours, for sure this time. Guess what happened? Yup, they closed the ticket. We reopened it again, and the person on the phone said they did not know why the tech had closed the ticket, as the note was still on the file. Guess what? They closed it AGAIN. Finally, after being as nice as we possibly could on the phone this entire time (8 days without internet at this point) I gave them an ultimatum. They would be here by tomorrow morning or we were cancelling their service and going to someone else. Anyone else. They swore up and down someone would be here by 1pm the next day. Nothing. We called at 1, to give them one last chance, and they said that a tech would definitely be here within... 24-48 hours. So we cancelled. We went with a slightly more expensive option, that has been leagues faster an more reliable. The reason I'm writing this review months after all this happened? I just got a letter in the mail informing me that my service was being suspended due to non-payment. The service I CANCELLED MONTHS AGO. F*** you Primus. Seriously. Avoid this company at all costs. read more

Wish I can give a Zero rating. I only got this because I thought it was a Costco Brand. Made the colossal error of paying both the phone and modern cost upfront! I work from home and their internet goes off all day, 2 days this week and today is just Thursday. Their Customer Service is truly horrible , I spoke to 4 Agents today, none was even helpful. I waited on hold for Technical for 40 minutes (Including 2 dropped calls) and got through to Sales in less than 10 minutes and she wouldn't transfer me! read more

I've been a Primus customer for 10 years, using their home phone and DSL service. I also have a vacation home connected to Primus' cable/broadband internet service. Home phone runs on Bell's wires and has been absolutely fine. DSL is slow as molasses in Feb and that is part of the reason why they are getting 2 stars. My LTE Rogers phone can get almost 50Mbps download, Primus DSL is at 12-20Mbps. My Primus broadband clocks 75Mbps. For home phone (if you still need it/want these days) as well as broadband, Primus provisions a good a technical service as any. DSL is slow and finicky. Which brings up my other dissatisfier, the hold time for tech or customer support. Virtually, every call I made I spend over 30 min. waiting to speak to someone. At times I've waited an hour plus! Once someone is available, most of the time they are knowledgeable and helpful. When a service is as problematic as their DSL, one spends a lot of time calling their Tech Support! I cancelled my Primus DSL as Bell Fibe is now available in my neighbourhood. I'm keeping their broadband. Dropping the home phone for VOIP. For DSL, I'd give Primus zero stars if I could. Stay away, far away from their DSL. Broadband, I'd actually give them four starts. It was a smooth install, solid service, the Cisco modem/wifi router has great range, and I've never had to call support (hope I never have to!). Overall, a two star service as their DSL and hold times are extremely frustrating. read more

I have been a costumer for over 12 years. I have always been happy with the service. We have 4 gamers living in the house and a movie buff. I have recommended primus to everyone who asks. We have had no problems with service both with speeds and with tech help. read more

Worst experience ever. Not only will you lose your money but your time and sanity trying to get your service. I was lied to every call I had with them, took more than 20 business days to get connected and hold times can be up to 3 hours only to have the problem never fixed. Please do not sign up with Primus and take your money elsewhere. read more

I was supose to get internet Friday from primus it worked for about an hour then bam nothing called to seek help got told to unplug rest box go online ect when all thats done he says it shows we have internet but for some reason box isn't realising it ! " someone should call me 3 to 4 hours " he made a ticket .....next day I called n got another guy who pretty much blew me off and said that there was back paper work missing , he submit it n someone should call me ! Later the evening around 4 hadnt heard from anyone so I called again a lady answered and said it shows there intent to the house lights are green to try and reload box ! So I do it all again and again and then she says she may have to make a ticket n she going to look into things then asks if 7 to late to call back ? I'm like nope its fine ! 7 comes n goes 8 comes and goes 830 I call back n got disconnected so I tried again just then phone rings and she says sorry hydro outage happened so she couldn't call that she made a ticket n someone was going to look into it ! Doesnt look like I was connected ! I then said sont worry about it ! I don't want it buch from crap being pushed off shoved all around and still no internet ! Worse company I have ever dealt with !!! Mailed back there box n will not recommend this company to anyone ! read more

Primus Internet (Rogers Media) and Primus (City phone) started off as a good service provider but it's service, account mangement, and technical support has become a nightmare. I will be looking at other wireless and internet service providers. read more

Have been a customer for 9+ years, and have had reason to call at times. If it is not for a poor connection, it was for a dead DSL that should have been retired and replaced years earlier. The tech staff is fantastic. The customer service staff could be improved upon. Overall, I have the same complaint I see frequently in relation to the weak DSL and connectivity. There does not seem to be a cohesive team and lack of management availability does not give an impression of professionalism. Not happy but they are the most economical of all service providers in my area. Maybe this is their perception and leverage on the customer?!? read more

Primus DSL Never worked well or reliably from the start. Constant hiccups, outages and connection failures. Tech support was clearly scripted to push the issue onto the end customer. I have over 15 years of experience in Customer Technical support, starting as newbie tech and retiring as the company's Technical support prime for North America after relinquishing Asia and Europe once I had finished training a Prime for each of these markets. Bottom line - avoid Primus at all costs as it's not worth the aggravation. read more

Unfortunately I cant find a rating less than 1, hence going with 1. Been with Primus for 3 months and have to admit, never ever had 1 day of good service with them. From the word get go, they were false, sales person and the customer care started with a rate which was totally different from what appeared on the invoices. On further enquiry, the agent couldnt find any information on the rate card that was discussed prior to activation of service. My only advice, please stay away from Primus unless you want to get burnt like me. PS: I did read the reviews before activating the service and learnt my lesson the hard way. read more

There service is awful and calling them is just awful. The wait time on the phone was unacceptable. They also don't give the choice to speak to the business department so you have to wait to be transferred to them and sit on the phone once again. This is the worst internet, telephone company ever. My 93 yr. old mom cancelled them and now they want there equipment returned which is fine. She has misplaced the labels she was sent to return them. I called and asked about returning the modem and they really were the most unhelpful people. Finally they said they would send out the address labels again. Not for one box but two as they have to be returned separately so this costs more money. Don't let Costco talk you into this service. read more

a very idiotic company, they email you your bill then if your a little late you can't get into your email to see the amount, and when call there closed and you have to wait until the next day Also the settings in your email change by themselves and the login password For sure they only in business because there selling all our info and spying DO NOT USE THEM read more

Absolute nightmare!!!! Internet is slow sand goes down several times a year. Not only that but their customer service is horrid. My internet was down for nearly two weeks and they offered me $10 as compensation. Absolute joke, try TekSavvy or start. read more

Awful coverage, too expensive, poor customer service. You will pay far more with Primus, you need to buy their modem and they will charge you $200 cancellation fee if you find a better provider and want to leave. Terrible contract, do not do it!! read more

It's a nightmare! Internet is very slow and customer service is very poor, specifically the lady (agent/customer representative) that I spoke with on October 19 at 4:15pm MST. I must say that I'm really upset but she should have handled it differently not to mention that she should have dealt my concerns by reviewing the messages in the past. I had a good experience with the first customer representative that I spoke with in September. She gave me a good deal to upgrade my internet from 25mbps to 75mbps to resolve the issue. She said that I can cancel the service anytime if I'm not happy with the internet. I took the offer but no luck, still very poor connection. The internet was so slow and even with the upgrade it doesn't make any changes, which by the way I didn't receive any notifications that an upgrade has been done and not until I got the statement. The internet is still very slow. So I decided to cancel it. And so I contacted the customer representative and was redirected to an agent. This lady (agent) keep on insisting that I'll be charged with the early cancellation fee despite that I've given her the reference number of the waived charges. Very frustrating with the internet and adding this experience with the agent, totally nightmare. Don't go with Primus....it's a waste of time and money. Just got a call back from their supervisor and I'm so glad that the early cancellation will be waived. read more

It is the worst service I ever had. I believe it is the worst in Canada. Stay away from them no matter how cheap.

I strongly recommend not to go with Primus if you need good internet speed for work from home. It took 2 hours to upload a 50GB file into company server. After using couple of week, I went back to my previous provider (Telus) and have to pay cancelation penalty to cancel the Primus internet connection. It was not fun using the Primus internet. Please lessen to me and dot go with Primus if you need quality internet speed. read more

This is not an emotional review. Let me be very clear. Primus is just bad. Don't waste your time choosing them as your internet provider. You will be left doing the job of their customer service team, and dealing with a weak connection - even following a visit from one of their technicians who claims "everything is operating properly". read more

Terrible service; no one gets back to you, they keep you on hold half an hour then drop the call. Can't use my digital phone answering service and they can't explain why. Never ever get Primus. read more

Never ever go with this provider they cancelled my grandfather immediately after months and months of problems. Waited one hour on the phone to talk to I t guy and than gave up. Terribly slow lots of problems with there boxes. Avoid !! read more

I've had Primus Digital Home Phone and Internet service for a while now. The package that I currently have includes all the calling features and the Cable internet of 75 Mbps. Let me just say this: The Digital Home Phone works great! Same quality as a regular home phone like the one bell offers, but at a lower pricing which is great! Also my internet is impeccable! Couldn't ask for a better service. As for their customer service, they really have our best interest at heart! Although the wait time is pretty comparable to any other providers out there which is perfectly normal! Happy customer here! read more

This is the worst internet I have ever had. Everyday it goes out. I'm so sick of it and I'm looking for another service. If I could give this a 0 stars i would!!! read more

They never came to install the modem, after waiting two weeks for the modem to get to me in the mail the installer never showed up, two appointments in a row. Please don't waste your time with Primus, I'm sending back my modem before I could ever use the service. read more

Their internet service is useless, it cuts out all the time and we've had a technician come out to fix it but the problem still persists. If you need good reliable internet don't choose primus!! read more

I subscribed to the internet service for my daughter. The internet was very slow,in fact a lot slower than it was advertised. We called customer service to complain about the suboptimal speed and the option offered to us was to buy a more expensive service to get the speed offered in the initial package! In the end, one year of service ended, we were told that it would take 8 weeks to refund us for the equipment! read more

Primus wifi is not great. It cost me many good times while watching videos, Netflix, or even playing video games. I failed to hand many assignments on time because of Primus wifi. I would be in university right now if I had handed in those assignments. With a happy family thriving in a modern lifestyle Primus did not suit us well with more than 15 devices in total. I would especially not recommend Primus to those of you who are currently working from home due to the global pandemic. This could cost you your job. Here's an example. Theres a global pandemic, you're working from home, so are your children. You try to log on to your virtual meeting with the latex company you work at but the connection is too slow you can't log on. You are now several minutes late and your boss Mr Penske does not appreciate tardiness. You unplug and plug in your router to see if it will be faster. It works. You log on. Your boss Mr. Penske is not happy with you. You try to explain but your son Tommy interrupts. He is having trouble logging into his class aswell. You help him but he still can't get in. You return to work but Mr. Penske... Mr. Penske is livid. He has had enough. You're fired! he says. All because of Primus wifi. read more

Never buy this crap. No customer service. You will hold on to the phone even for more than 3 to 4 hours and with no response even under urget situations. read more

This is one of the worst, if not, the worst internet providers ever. My family is low income, my mom is the only one who is able to work as my dad is physically disabled, so he is on ODSP. Me, my brother, and my sister are also disabled, but only my siblings are currently on ODSP, and I am trying to do an appeal to try to get it. Obviously, with all of that in mind, we are struggling with money, and so Primus is one of the internet providers that my parents can afford right now. My parents originally got a plan which included the internet and a home phone, but the home phone always had problems, people couldn't call us, we had a hard time calling anyone, and eventually it just stopped working at all, so we got rid of the phones. The wifi now constantly goes out, it gets a lot of 'connection failed' errors, and sometimes it is out for more than an hour. It is really annoying as well, especially when someone is trying to do important paper work or something, and the wifi stops working. If anyone is considering this, only buy it if you want a wifi that constantly disconnects, stops working constantly, and can be really slow at times. If we had money we would 100% switch to Bell, and if I can get my parents on board, we are likely to switch to Virgin Mobile internet, as I heard it is more stable than Primus. read more

Zero stars wasn't an option and one is too much. I just got my primus modem delivered this morning and I've hooked it up and everything but it still won't give me internet connection, i've restarted it and my devices just in case and it still won't give me any connection. I called tech support and I've been on hold for almost an hour and a half and nobody is answering. I honestly had to reconnect my previous modem back in just to write this review. If I get a hold of someone on the phone I'm gonna cancel it and send the product back before I even use it. What a waste of time and money. spend your money and time elsewhere. Primus is not worth it. read more

If you enjoy Inconsistent internet, 2-3 hours on hold trying to get issues fixed, if you don't have that much time send an email which they wont reply to. I recommend! If you're one of those people who enjoy Netflix, YouTube, online gaming, and wifi for your phone I'd go somewhere else. All the other provider have some sorta flaw but at least you can get ahold of their customer service to fix the issue. read more