i was a primus customer and unfortunately after a year of cancelling im still dealing with them.......everything started off fine well actually it didnt i tried to star up an account and was told i couldnt get one without a credit card so when i had mine available i called back and an account was set up for me, after a month i called to find out when i would get my equipment to set up the phone, well i was told my account wasnt approved so i wasnt worried about having primus service, 2weeks later i received the equipment from them and everything was set up, i had a few problems with my phone that were blamed on my internet and when i needed help from primus no one could seem to help me and told me to call my internet provider so i was stuck without a phone a few times....last summer i decided to quit my job and go back to school so i wouldnt have the extra money to pay for this phone service. i cancelled the phone with them and they told me it would be cancelled immediately. a month later i called about a bill i received and was told that my account was still active and i had to give them 1 month notice to cancel and since the first rep didnt put the request through i had to pay for another month even though i wasnt using the phone anymore. i was also told i would receive labels in the mail to send the equipment back at no charge to me well 3 months later i get a bill for $160, when i called about it i was told it was because i didnt return the equipment. i explained how this is the first thing i have received since cancelling my phone and i was told that they would send me another letter with the labels to send it back and clear my account for 60 days. this was in july, it took until october until i finally received a letter explaining how to use the labels but no labels were in the envelope, i called about this again letting them know i didnt get the labels and was told i would have some in 2 weeks,well then i had to call them every 2 weeks because nothing showed up until march when someone told me they dont send the labels anymore and i would have to pay for the return myself and she said i had 90 to do this and that i wouldnt be charged for the equipment if i had returned it by then, well a week later i get a call from a collections agent about my overdue account.....then it seems when i call about it i get transfered to someone who cant help me or hung up on, the credit agent even told me that primus seems to charge people for the equipment even if they do return it and so far has been the only person helping resolve this issue, i get told by primus over email that i have to speak tp management but i can never get a hold of them and they never return my calls the one time i did he toldme he would clear my account and i asked for a confirmation number to prove that had happened because the credit agent had asked for it so he could clear my account with him, i was suddenly told that i have to pay for the equipment because i didnt return it even though it was clearly not my fault, when i asked why i was responsible for paying it he told me he would have to forward my information to his supervisor and wait for another call back from them, now it seems like i deserve to be punished and have my credit affected because i cancelled service with them, i would really look into this more before signing up for their service because this is the worst company i have ever had to deal with and it is very stressful and not only am i experiencing problems with them but the credit agent assigned to my account has said nothing good about their customer service they just tell you what you want to hear and do nothing they say they will and then blame you for everything that goes wrong

The service rep told me that re-activating my phone service isn't up to them but the "system/machine" to reactivate. They promised the phone will activated within one week after I was forced to pay the oustanding balance. One week went by, my kids were still home without a phone to call. I had to buy a mobile phone for my kids to contact me in case of emergency. I called Primus and the answers were always the same => the MACHINE will do it. I begged them on the phone to reactivate it and finally one of the "ethical" rep said "I will send a request to reactivate it today". Afterall, it's a simple manual request for them to reactivate and they could just LIE with their eyes opened. Damn it! Please don't use them. Telus has a way better service even when they were on strike. What's the difference? Good company vs Worst company. I hope one of the managers in Primus will eventually wake up and realize wow this the HOW we are SERVING our clients! good luck Primus.

I spoke to one of their reps this morning and it seems that my request to cancel WAS received; they just haven't finished processing it yet (don't you just love beaurocracies?). They told me that confirmation of my new account status would be arriving by mail. I guess I'll just have to take their word for it right now...

I told them a month ago that I was moving out of my appartment and that I wanted my phone services to be terminated because I wouldn't be needing them at my new address. Now I'm still being billed for that same account I'm not using, and when I went to visit their web site, I found my account still listed as "Active"... all this after I specifically instructed them to pull the plug. Worse still, I can't even find a cancellation link on their web site. Are they trying to trap me into this deal or something? I thought all I had to do was call them by phone to cancel, yet why am I still being billed over a month later?

If you are thinking of changing your phone service to Primus, please please think twice!!

Primus contacted our house and offer us free of charge to switch service to them from Telus (when Telus was on strike last year.) It took them six months to switch our phone service to them. As they promised, no hassle no charge, I decided to switch to them. One month later, I was seeing two bills, one from Telus and one from Primus. I contacted Primus and wanted to cancel the switch and stay with Telus to avoid complications. Another 5 months went by, our phone line got suspended. I found out Primus has switched our phone line (after 6 full months!). They suspended our account because they claimed that we owe them money for 4 months! This is the most rediculous way to ROB client's money. My kids were at home without a phone to call me at work. In order for us to keep the phone number we used for more than 10 years, I had to pay the amount they claim we owe. It has been almost one week and the phone was still suspended & kids have to use my cell phone to be in contact with me. I contacted the company (which is CLOSED on weekends), and they said "There are still ANOTHER outstanding amount".

I am guessing it will take another 6 FULL months until my phone starts working again. I tried to explain to the customer service where the problem came from and that we were unaware that they were FINALLY our telephone service provider. Their answers were nice and short => pay the outstanding amount. I have never experienced this type of service ever!

I hope no one else gets these type of service. Why don't they just go and rob the bank? Please don't use them! There is a reason why Telus charges a little more for monthly service.

If you are thinking of changing your phone service to Primus, please please think twice!!

Primus contacted our house and offer us free of charge to switch service to them from Telus (when Telus was on strike last year.) It took them six months to switch our phone service to them. As they promised, no hassle no charge, I decided to switch to them. One month later, I was seeing two bills, one from Telus and one from Primus. I contacted Primus and wanted to cancel the switch and stay with Telus to avoid complications. Another 5 months went by, our phone line got suspended. I found out Primus has switched our phone line (after 6 full months!). They suspended our account because they claimed that we owe them money for 4 months! This is the most rediculous way to ROB client's money. My kids were at home without a phone to call me at work. In order for us to keep the phone number we used for more than 10 years, I had to pay the amount they claim we owe. It has been almost one week and the phone was still suspended & kids have to use my cell phone to be in contact with me. I contacted the company (which is CLOSED on weekends), and they said "There are still ANOTHER outstanding amount".

I am guessing it will take another 6 FULL months until my phone starts working again. I tried to explain to the customer service where the problem came from and that we were unaware that they were FINALLY our telephone service provider. Their answers were nice and short => pay the outstanding amount. I have never experienced this type of service ever!

I hope no one else gets these type of service. Why don't they just go and rob the bank? Please don't use them! There is a reason why Telus charges a little more for monthly service.

Primus offers a great VoIP server, but it does not work easily with Asterisk

Primus offers some of the worst quality VoIP I've ever seen in my life. In addition to echoing, call dropping and overall problems with their routers, they also like to blame ISPs for their own problems. For example they blame Shaw Cable for low quality lines when a regular Shaw High Speed Internet account gives you 5mbps.

Suggestions? Try out Shaw Digital Phone. $55.00/month if you have other Shaw services ($65.00 without). It uses Voip over Cable. You get unlimited long distance anywhere in North America, *FREE* 411, caller id, call waiting, 3way calling, call return, call block, free porting from ANY existing Canadian CLEC/ILEC/VoIP company. Not only that but you get a FREE installation, FREE service calls. Your line gets E911 service (not less than acceptable regular 911 service where the operator doesn't know where you are when you call). And the best benefit: a back up battery built into the SDP which gives you 12 hours of onhook, and 10 hours of offhook service if your power goes out. Oh and if you cancel; you aren't charged a cancellation fee. Beat that.

I am a Primus Canada user and I have a friend who is an employee. Primus DOESN'T require you to sign a one year contract for this service nor is that listed in the terms and conditions. To cancel all they ask is 30 days advance notice, if this is not provided the service will only be cancelled 30 days after your request. Although they will sometimes cancel it for the last day of your current bill run, but only if this is more than a couple of weeks away.

When you do cancel they send you a prepaid bag so you can return the gateway at no cost to you. This applies only if you rent the equipment. If you buy the gateway but later on decide to cancel for reasons other than technical issues no refund for the gateway is provided.


Keep in mind that one of the misconceptions of VoIP service is that it replaces your land line service. Keep in mind that should you decide to transfer your line, only your computer's internet connection will have phone service. If you have two or more phone outlets at your home and want to keep it that way I wouldn't recommend that you take the plunge. Also since VoIP service quality can vary by area and internet connection, it would be best that you try this service with a number provided by Primus. Should you decide later on to transfer your land line there is a 55$ fee, however this is better than transfering your line, realising your internet service is not up to par and have to transfer back the line to your local provider. Sure that too has a 55$ fee charged by your local provider, but it beats the hassle of having no phone service in case your computer can't support the service, and having to wait for days for your number to be transfered back.

I have my gateway plugged into a Speedtouch 510iV4 router/modem.
I can receive calls, but i can't call out.
I have no idea how to 'configure' a router.
Can I disable the router part, and simply make the Speedtouch a modem?
Is there anything you can point me to, that may help my situation?
I'd appreciate any help with this.
As for the service, it's crystal clear when someone calls me.
Thanks in advance.