Worst service i have ever had for any cable or telephone company. No one speaks english well and they keep apologizing but do nothing to help your issues. They have caused my wife too much stress, when all we wanted was an affordable phone. Sometime cheap means that what you are going to get........CHEAP. You would be better off using two cans with a string attached between the cans than primus.........horrible. It is sad that a phone service in Canada can be so bad at service with service people that must be from another country. Thanks for the vent!!! read more

They are cheap and that is it, customer service is brutal, billing technical support Very unreliable which is really bad read more

I genuinely don't understand how this company is still in business. Constant disconnects and the latency is so high that third world countries legitimately have better internet than I do. I'm not exaggerating that. As of 2021, Venezuela was pegged as having the world's worst internet infrastructure with 3.31Mbps being the best download speed you could have there. Not the case according to Primus, as ping test from their own website has shown me having 0.3Mbps as my download speed during the worst of their slow-down periods. This is however the usual day to day service with Primus, and I have almost undoubtedly reset/power cycled my modem AT LEAST 100 times now; sometimes several times a day in some vain hope of achieving internet speeds akin to the basic standards of literally any other Western ISP this time in the 21st century. Having done consistent ping tests throughout varying parts of the day, my usual latency fluctuates from within the hundreds to the high thousands range. I have seen it go as high as 78,209ms, which when the math is done, means it takes 78.2 seconds of time to send data to its destination. This is absolutely UNFATHOMABLE. I've had to deal with this awful service for several years, as I myself have lived with stubborn parents who refused to switch providers. During those years, it almost feels like the service had slowly degraded even further, to the point where I no longer even find respite in resetting my modem. Make no mistake, my only freedom from this accursed service is that I am moving out soon and switching to a provider that isn't in the stone age. Do not believe Primus' lies. Do not give them a chance. Do not give them any of your time or money. This company 100% deserves to go out business for what I wholeheartedly and factually claim is the worst internet service provider on the planet. Congratulations Primus, you somehow did it. You are literally the worst of the worst. read more

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

I haven't gotten to the point of using their internet but I can say, wholeheartedly, that you should avoid Primus. I've had massive errors in my account BEFORE my activation ever happened! They shipped the hardware to the wrong address, they put the wrong activation date on my account and after calling in to fix it, they still charged me for the from the wrong activation date onward (over a month before I moved in). At this point I believe Primus doesn't earn any money from providing internet but rather from the cancellation fees. When a customer has lost all sanity after dealing with Primus, they will gladly pay to stop the madness. At this point if the install and activation goes well I might bump it up to 3 stars but that's a definite maybe. read more

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 received the modem in 3 days. The onboarding activation process is a joke. 21 days still no service. I phoned daily, they have secret eastern hours and the evening tech support can't.send an email to the on boarding the next day , so forget about it. The modem is 10$ a month, it will randomly appear on your invoice at some point. Costco get rid of them. Here is for you Primus an acrostic Haiku I composed during those 3 weeks Painfully slow Rage you will feel Ill-designed inefficient Mediocre ,misleading Unimaginably slow; Scam( see Yelp review on bank account). read more

I was with Primus for almost 2 years. Great price and very friendly agents but as soon as there was an issue with the internet, the only thing the technical assistant agents could do was go over configuration steps on the phone, mail new modems, and when that didn't work; schedule call backs that were never followed up on. I waited 21 days without internet before I finally accepted no one was ever going to fix the internet service. It is incredible to me that a huge company like Primus is not able to provide functional service when issues arise. Very disappointed and I seriously recommend to all to spend a little extra to save yourself from a huge waste of time and frustration. read more

If there is a rating less than Zero, that is what I would be rating Primus. This internet provider is the worst and most useless internet service provider. I live in Calgary, and signed up May 2022. The service is nothing to write home about. Agents and technicians try convince you to manage the terrible internet that is barely working. Internet is very epileptic, going off and on. Upload and download irrespective of the bundle you buy is HORRIBLE. If you value your time, money and mental health, stay away from primus. Their service is not worth paying a cent for. read more

Primus does not care about its customers. This fall upon moving into a new residence, I called to request internet service, asking for an evening or Friday afternoon appointment. On Oct. 20th they called to say the install was planned for Oct. 27th (Wednesday) morning. Not what I asked for at all. I called back, asking them to reschedule for an evening or Friday afternoon. They said they would, and would contact me via text. No text was forthcoming Friday, the weekend, or Monday, so on Tuesday the 26th I called them. I said I really do need internet by the weekend. They promised it would be rescheduled that afternoon. Surprise surprise. The morning of the 27th the technician calls me while I'm at work. She cannot complete the install without me there. I call Primus and ask them what's going on. They report that the appointment DID get rescheduled to the evening of the 28th (great!) but because the tech showed up the morning of the 27th it's a 'missed' appointment and therefore the install on the 28th will get cancelled. They also inform me that they can't actually text me with notifications, as they'd promised beforehand. I tell customer service that the evening of the 28th would actually have worked, but apparently they say it's 'impossible' now. I ask customer service to please get me an install before the weekend. They say they will and will contact me via phone. I tell them they can call anytime, even 2 am, and leave a voicemail. They are reluctant to agree to contact me via phone even though I do not have internet for obvious reasons and can't check my email. The next day I receive notice that my rescheduled install will be Nov. 6th. Not the coming weekend as I had specifically requested, but the weekend after. I have plans to leave town on the 6th with my hotel booked. I call them back. At this point, I tell them if I have to take a day off to get internet by the weekend, I will - even if it's Friday morning. I have a couple of online appointments on the weekend, and hauling my gear to someone else's house, finding the appropriate quiet space -- I really shouldn't have to do that as so far I have done whatever's in my power to try and get the install done properly. The representative says she will put in an urgent request and let me know as soon as possible via telephone. Again I ask her to leave a voicemail; it doesn't matter the time. I receive no news on Friday. On Saturday morning, I await a call. Nothing by 10 am so I call at 10 am. Apparently the reason I have not been contacted is that "it was too early to call" so they sent me an email. Did none of the previous representatives listen to what I said about contacting me? They notified me that my new install date was the morning of Thursday, November 4th. Obviously, that is NOT before the weekend of Oct. 30th. And I will have to take a day off work, or at least half a day. If they're going to push it out by nearly another week, can they not schedule it during the evening as I'd requested a week ago? I ask the agent if there's anything she can do to move the date sooner. But she says no. She is however very happy to transfer me to the department who will cancel my service altogether. How's that for company pride? I call back about noon to see if anything more can be done. After explaining my case to an agent, the agent continues saying there is nothing, absolutely nothing, she can do. I then explain that taking a day off work is a financial hit for me. If I must attend the install on Nov 4th, Primus is essentially charging me for install, whereas I specifically signed up because they had a deal on where the installation fee was $0. She offered me an amount slightly over $20 credited on my next bill. You can imagine that's not equivalent to a whole vacation day, or even half. Not to mention the extra data I've been using during the lack of internet service. I asked for a more substantial amount. She said $40 was the best she could do. Frustrated, I agreed on $40. So, we'll see if they show up Nov 4th. Meanwhile, I have to put in a request for a vacation day and will end up getting internet installed a whole two weeks after the first install was incorrectly scheduled. The thing is, the technician left the modem at my doorstep on Oct. 27th - I have powered it on, set it up, and am simply needing the internet to be activated. I have done everything in my power to get this service connected on time. However, Primus' lack of timely attention to my case, insufficient communication, and unwillingness to compensate me in any way until I argued for it certainly shows Primus doesn't care about their customers. read more

I received their modem and wifi bridge that converts a wired port to wireless. That setup is very easy, connecting the coaxial cable to the wall, powering the modem, and waiting for 4 minutes for 4 lights to turn green. The waiting is the tricky part, because originally I thought it was not working, but to my surprise, I just need to wait for 2 to 4 minutes. Then connecting the wifi blaster to port 1 of the modem, and again waiting for it to turn green. Download speed was great at over 80m, when I choose a 75m plan. Upload is poor though only at 7 to 8m, but I am satisfied. read more

If I could give zero stars, or even negative stars I would since it seems like they are intentionally trying make my life difficult. Originally I switched to Primus because they had a great deal on their internet, and with in the first month I had to phone them about 3 or 4 times regarding improper billing. They wanted to bill for two months even though it should have been less than one, but it eventually got sorted out. Second set of phone calls was about their wireless modem which I turned the wireless off on so I could connect it to my Google on hub mesh router. The internet kept shutting down, like I would be watching Netflix and it would just stop. So I phoned them to see what they could do, they told me to plug out my router, turn the wireless back on theirs and switch around a few other settings (didn't fix or do anything since that wasn't the issue) the issue was apparently a third party router. There modem doesn't have mesh and I can't connect to it through my phone. The third set of phone calls was about switching from them to Start.ca. I asked primus to cancel my service and to send a request in advance to Rogers for a certain day so that I could seemlesly switch to start.ca. But they just don't want to send a request to Rogers in advance they want to send it the day of, or maybe they don't understand what 'in advance' means, but since they can't understand the meaning of in advance Start.ca will have to do a new installation 5 business days later from when primus is cancelling it. I have phoned them about 5 times but they simply just don't get it. I wish I wasn't duped into going to Primus. The nicest thing they did was waive my cancellation fee so I guess they deserve a star for that. Never go with them. read more

Don't bother. I'm cancelling after a month. I don't have internet now for over a week. Attempting to call customer service and technical suppor. waiting on the phone forever and then the call just drops!!!! These fucks can't even spell. I'm still waiting on my invoice to be sent to my email account. they don't speak reasonable English and they don't comprehend basic English commands. It's like a whole world of morons. If you think you will save a dollar by going with them, we'll you loose hundreds paying for the service that you will never receive. I'm switching. read more

Primus Canada - Don't send Ahmad to collect your monthly fees. At this speed, I don't believe I owe you any since you keep violating our agreement. Wpg, Mb - Internet Service Providers Near Me - Toronto, Ontario

it takes Primus more than 3 weeks to figure out who's fault is why my account has No service, once you need to contact for any reason clients support you are in trouble, no responsibility or accountability. I was left for more than 17 days now without internet- what simply had to be a request for upgrade))) what a horrible place, don't recommend read more

I move to the area has no fibre internet for 6 MTh , so I give a try to Primus, because there cable internet under Roger 75MB down 10MB up, but during 3 week using it drop more then 3 to 5 time a day, during Covid-19 work at home more then 10hr in day time, internet keep dropping. it very disappointed. read more

Do not get Primus internet service period! We signed with them for 3 years contract, it is pulling the teeth. My company only has one lap top, one cell phone. You can not connect both in the same time!!! First they said, your cell phone is no good, I have 7 month new Samsung 9. We took it to Samsung, there is No problem to use their store wi-fi (it works in any free wi-fi place). Then they said your coputer is no good (2016 chrom book), o.k. we swithed to ASUS Zen book on 2020 Sept. Problem still there, you can not connect both lap top and cell phone. Then they claim, your store building has problem... and they they said, too many computers in the same area using the internet...and then said all other store may not shut down their computer in the night time. I mean 2, 3 month the store are closed , and people leave them store computer on? Finally they told us, they may sign too many customers in the same area ( we are not in a mall, only street small stores)! we are in the contract for 1 and half years, I told them we are on the phone asking for the internet service time is more than the connected time. The connection is kind of depends on LUCK??? Any people has the internet knowledge, may have some said about Primus? read more

A long time ago, they were desirable because of the unlimited internet and home phone that let us call to Germany for an unlimited time. However trying to get tech support takes 1 hour minimum. Dead serious; they hang up on me at least once everytime I call, without fail. Internet goes down 2-3 times a year; other times it gets really slow. I will be leaving them for a different company. Can't tolerate the garbage service and poor internet quality. read more

Excessive cancellation fees and poor service for moving locations. Very poor service. Also tried to charge me for a router I had returned read more

Signed up for the 25 MBps service at Costco. Was told it was available at my address in Guelph, and there was no term commitment. Received the modem by mail and a welcome email stating that there was a 1-year minimum term with a $100 early cancellation fee. Phoned them and stayed on hold at two different levels to get that sorted. They waived the cancellation fee. Two days later I waited at home (missing work) for the entire 4-h window they indicated for the technician's visit. Tech never showed. I phoned them again and was told that Bell had rejected the service order - they wouldn't install that service at my house. Thanks for telling me before I wasted half a day waiting on you! They couldn't tell me why the service order was rejected. Maybe it is because I have Bell Fibe TV and their service uses the same network? I dunno, but I also specifically asked that question when I phoned about the contract term, and couldn't get a straight answer. They could offer me much slower cable internet. No thanks! They sent me a return label to mail their equipment back. What I should have said was "Send your technician to pick up the equipment. I will be home to meet them some time between 8 am and 12 pm on Friday. They can wait in my driveway for me to show up." The only thing positive I can say about this company is that their staff spoke clear english on the phone and were polite. For all the good that did... read more

This has to be the absolute worst phone/internet company any where in the world. They just put my 91 year old mother-in-law through hell for 7 weeks and the phone still does not work properly so she has given up and is switching to Cogeco. Unfortunately there is no zero star rating! Rick W. read more

Terrible decision. Stay away You will cry when you speak to technical support. If you get through or if they call you back. CRAP!!!!! I can't even write how bad they are save your self the headache... read more

I won't give any stars for Primus. Wayback 2021, there is a promotion from Costco about it and said won't have any problems. The lady at costco set up an appointment for technician to go in our house. I told them on weekdays only 5/6-9pm but a technician went early. Landlord is not there and my roommate waiting for her text where they can make a hole for internet line. The technician said he cannot wait and left which is not even 10mins he waited. After that, they've been charging me for the service that we weren't able to use. For months, going back and forth with calls and opening tickets in the account. They said I don't have to pay anything and there is no balance I need to pay as I didn't use the service and the technician didn't use any materials that day. Now, when I checked my credit report, there is unpaid amount that was send to collections. I emailed them and talked to an agent saying he cannot help me!! Worst. read more

Bad service (or should I say no service at all). Have home phone down all day, have been on hold on my cellphone for 90+ minutes and no-one at the other end (lousy music and same recorder message). I will be switching to another provider. I do not see how they can stay alive with virtually no service. read more

This is absolutely the worst internet you could have. I am so done with Primus. We lose our internet connection every day seven days a week more then once a day too. I'm done I cant take it anymore I am going to switch to bell. read more

I had inquired about their Internet service as their rates seemed quite good. Got an e-mail yesterday, $35.95 a month for Internet 6 service for two years. Phoned to ask a couple of questions. Then was informed that Internet 6 was very slow. $37.95 was the price she stated. When I re-iterated that I had just received an e-mail with a price for $35.95 a month I was informed Primus doesn't offer that package any more!! I'd definitely stay away from this company. Other reviews here from dissatisfied customers tell the tale. read more

Primus is the absolute worst internet and phone provider available today. The internet is slow and laggy, it consistently cuts off, the home phone barely works. They constantly find reasons to cut your services or delay your payments, there billing center isn't open at all on the weekends so when they decide to cut your service on a Friday you're forced to suffer through the weekend. This is the type of service you recommend to the guy who's sleeping with your wife, or the guy who killed your dog. Either way save yourself some time, money, and pain and avoid this trash service all together. read more

If it's not good in the beginning it will never get any better. I got an upgraded package, bought my own wifi extender and there was no way of keeping a signal. For something that is sold through Costco I'm highly disappointed. I started virtual training for a new job on Monday and I haven't been able to follow any of the instruction because of dropped signal. That was the last straw. The customer service rep made it sound like a favour when he refunded me $40. It only gets one star because you can't choose less. The customer service reps are spot on, except the last one. read more

Terrible customer service, terrible technical support. Cancelled after 1 month. Don't recommend!

By far the BEST internet provider at amazing prices. Tech support answered right away and I was set up to go within minutes. Thank you Primus, I will be telling ALL MY FRIENDS!!! WOOHOO AMAZING A++ read more

If you wanna be on the phone with them constantly then by all means but for how much i been on the pgone to the problems and lac of service i had reviewed i feel like wasted more time then no to get nowhere, when they actually did something and fixed the service after 3 month then i got a two month bill in one month even with all the equipment sent back and service working they are saying i had service when hadnt and still insisting i had to pay for the internet when i didnt have it... i also am a student on a budget which they knew they did get it fixed fast when said needed it for school but otber then that i would highly recommend going else where as was on the phone some of the staff are rude don't let you talk additude then just keep saying pay it. read more

DO NOT SIGN UP!!!! This would be 0 stars if it had the option. They scammed my 70 year old dad to sign up even after he said he does not own a computer or know how to set anything up. They said they would set it up for him so my dad signed up. They sent someone to cut his phone line without connecting the internet which the phone needs to actually work then they tell my dad that he needs to set up his own internet. He calls the "customer support" line which is useless. we all call for about 2-3 weeks (no internet) and now they have finally agreed to cancel the contract. The worst part is, now the phone number that my senior parents have had for more than 20 years is no longer available because these ass wipes did not do their job properly and transfer back the number to Rogers. They will get sued one of these days read more

I don't even know where to begin. I have been receiving internet and phone service from them for over 3 years (due to my contract) and throughout the time period, I had many many issues with the internet, but mostly the phone. I own a business where I receive tons and tons of calls in a day and I was dependent on Primus for my business phone. However, because of its poor quality, I could not answer important calls from my customers and received many complaints because of this issue. To report this issue and receive a solution, I called the Primus customer service. The first time I called, they tranferred me to about 6 different technicians and representatives. Even after all the hassle, they could not figure out the problem and was unable to fix the issue. Today, I called them again and talked on the phone with a customer service representative, MJ. I have never spoken to someone who works in the customer service department as rude as her. Her tone was very demanding and unpolite even though she was talking to a customer. She told me that there will a cancellation fee around 800 dollars when I told her I wanted to cancel my contract because of the issues I have been experiencing. She told me that I missed my chance to cancel the contract as I'm only able to cancel between April17-May18 and would have to wait another year to cancel this poor quality service. She also told me that there is an automatic renewal that I was not aware of. They renewed my 3-year contract without telling me beforehand, and to cancel that contract that was renewed against my will, I had to pay a penalty. After hearing this ridiculous information, I tried to explain my situation and frustration to MJ. MJ was very very rude and spoke to me like I was her student. When I told her that I wanted to report her to the company, she said "Ok, I don't care". Horrible horrible service. read more

If I could give a lower rating I would. My internet was cut 4 days after I MADE PAYMENT. I called and spoke to a rep who said my payment takes 3 business days - which it never has before. And now on the same day they claim to receive my money they also cut my services!!!! Do not recommend. I am now without internet for 7 days and I am supposed to attend online schooling every day. Now I will be missing class. Shame on you primus. read more

Believe all the 1 star reviews you see. Customer service is horrendous. A mistake on their end made it so we did not have internet for almost a month. We ended up spending hundreds of dollars on prepaid sim cards hoping the internet would be active soon. All the savings we made were gone in a month, and the hours of phone calls just made it worse. DO NOT RECOMMEND. read more

Primus is a company that will hide from scruity. They hire 3rd world people at low wages, and their managers are low IQ people. During the recent crash now 4 days, no communication with customers. Do not believe a word they say,they are cowards and fraudsters,just canceled, let see how long my refund take. In Canada we have worst internet phone service companies,and Primus just a puppet of Bell. read more

I wish I could give lower than 1 star I had no idea what I was getting myself into. I was told LIE after LIE by customer service reps. They put me through 80 minutes of phone tag between departments. A telus Tech ripped out the shaw line so when I ungraded from DSL to CABLE coaxl cord I couldnt do it without organizing a 5-6 business day service call. With a customer service department only open on weekdays, a tech support that is totally seperate and some other department. I was sent an upgrade without consent and told I can no opt out even though my services were not being provided. I could go on forever about how mind numbingly stupid this company opperates. I have some internet that could stop working at any time. Nobody can tell me why or makesure it works until a tech comes. I am seriously baffled at how this terrible company is still afloat read more

when you make the poor choice of trying to save a dollar. subpar service, received 45% of speed I was paying for. Was charged to cancel service even though they didn't uphold their service agreement with subpar speeds. wasn't able to return router. manager was suppose to call and never did. Save yourself disappointment and pass by a terrible service. read more

Do not go with Primus Canada. They have the worst customer service. You have to wait forever over 3 to 5 hours on the phone to get Technical Service to help you with your phone or internet problem. Go with Bell or Roger's for better phone and internet service you may have to pay more but you will get better service. This is the worst service I have ever dealt with and when you ask for a Supervisor they just ignore and transfer you over to another department for you to be placed on hold and wait forever. read more

I would give them a negative rating if I could. Nobody that works in their Customer Service department can actually understand English. I have called numerous times (average wait time is about 45 minutes) just to have a rep who doesn't understand basic English. I then get passed off to someone else, over and over again, after a few hours for BS I hang-up in anger. For two years I have be paying for a home phone that has not worked due to their "technical issues". My bill is $90/month just to have non-stop headaches with their horrible service. I've tried to cancel but the rep was speaking Cantonese to me and I only speak English. Horrible product, horrible service and horrible customer service. read more

Anytime you hear about primus, run the opposite direction. They will mess you up when it comes to technical support. They are not organized. They will make you wait for over two days to get your internet fixed. I called to get my home phone fixed, after it was fixed my internet stopped working. Ab appointment was booked for a technician to come in the next day, and the next day and the next day.... All these time they want me to stay home for the repairs. I mean who does that. The people in their office are not well trained to solve issues. They will mess you up when it comes to fixing anything for you. I was on the phone for over 3 hours trying to get the problem resolved. After holding the line at one point for half an hour, they hang up the phone and did not call back. What a business!!! read more