During the week of June 16th, 2008, I noticed that while talking on the phone to a friend, that the line would cut off for no reason. My phone line was dead, and when I tried to call the home line from my cell phone, the line appears to be ringing according to what I hear on my cell phone, however, the home line is NOT ringing. This would last a while. I would pick up the receiver and would hear absolutely nothing nor a tone, the line was dead. This happened to me on several occasions and several days when I finally called Primus from my cell phone whilst the problem was ongoing inorder for them to investigate. I called on June 19th, 2008 (ticket # 1878421) and spoke to Mary. She explained that she will have a ticket opened inorder to fix the problem.
On June 20th in the evening, the same problem occurred with the phone line where it simply went dead whilst it was in use. I called Primus and spoke to Sandra (ticket # 18475046). She informed me that they will send a technician over to the home address within 24-48 hours. On June 24th, Gavin, a technician from Primus, called to inquire about the problem I have encountered. He also informed me that I was misinformed by the agent who said that a technician will visit within 24-48hrs and that if there was no problem with the phone line, that we would be billed for the cost of sending a Bell technician. Gavin also asked me to call him from a cell phone or the neighbor's phone if I experience the same problem so that he may investigate the issue while it happens.
June 24th in the evening, I was again cut off from the line while talking on a business phone call. I called Gavin the technician, from my cell phone right away. Gavin then called me back after 15minutes, when my phone line was working again, and informed me that there is a need for equipment change, and that a Bell technician will have to proceed with that. Once Gavin put in a request with Bell for the equipment change, I was informed that this will take place on Friday June 27th. On June 27th, I noticed that I had no internet connection, and that all the light were off on the Speedtouch modem except for the power light.
On June 28th, I called Gavin to inform him of the lack of internet connection. He managed to fix the problem within 10 minutes.
On June 29th, people had problems calling me where the line would be disconnected after it rang once. I called Gavin from my cell phone and informed him of this new issue. He informed me that there may be something wrong with the number who is trying to reach me. After my own investigation of the problem, I realized that PRIVATE NUMBER calls cannot be received. The line would connect, ring once only, then disconnect. When I called back Gavin to explain to him the issue, he said that the privacy guard must have been enabled, and that he will turn it off.
I was told the problem will be fixed, but ofcourse it still persisted and was never resolved. I called customer service to get compensated for this service, and requested for a rebate since a) I had interruption in the phone service for a minimum of 22 days, and the issues were not being resolved, b) I had to place long distance calls to Primus when my line was dead, on hold for 20 minutes, plus calling Gavin several times while phone was dead and the other issues listed above. It costs me $0.30 /minute, plus long distance charges. It was very inconvenient for me to lose the phone line, plus not being able to receive calls with private number, nor unavailable calls which are long distance calls. After being on hold for 15 minutes, Sylvain explained to me that he will credit the account with $10. I explained that since we pay $ 60 for local phone service, and a total of $80-$85 per month, that $10 was insignificant. He explained that his supervisor only authorized this amount. The supervisor is a lady named Madhu. I requested for a supervisor to cal me back, but that never happened.
Till today, July 29th, problem still not resolved and I am unable to receive PRIVATE numbered calls, nor long distance calls. Primus is the worst company for service, quality, and competency. They have stressed me and my family out and they raise my blood pressure. I have not called them back because of the health issues they inflict, and because it is a waste of time.