Complaints

This profile includes complaints for Primus Canada (Residential)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Primus Canada (Residential) has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Primus Canada (Residential)

  135 St-Francois Street Edmundston, NB E3V 1E8

• 

  Primus Canada

  1750 1188 W Georgia Vancouver, BC V6E 4A2

• 

  Primus Canada - Residential Services

  31 Auriga Drive Ottawa, ON K2E 1C4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am rejecting this response because:

  I don't have authorization to get a **** technician to repair the land line, as it is owned by another person, who is a senior with infirmity. Making arrangements with **** would involve her and additional missed work from my office.

  I thank the Executive Response Team for their correspondence, but my family no longer had confidence in the technical competency of Primus. As per attached, we're returning to our previous internet service provider (ISP) who reconnected internet service this week.

  Please send me a return shipping label so I can send back the Primus modem and cancel my account along with the billing balance. Thank you for your kind assistance.

  
  heir mistake. I’m considering cancelling the new account and go back to ****** Mobile. Lesson learned: you get what you pay for. I believed Primus was a good choice only because it is partner with ******.

  Business Response

  Date: 09/05/2025

  Good Day ! 

  Spoke with the customer on May 6, 2025 we reached an agreement.  Primus will make a billing adjustment on customer`s Primus account to cover the cost of the missing DSL inline filter as well as customer`s local home phone provider repairs fee, if applicable, for the phone jack located in the kitchen

  Best Regards,

  ****

  Executive Care

  Business Response

  Date: 27/05/2025

  
  

  We have received a communication from BBB indicating a request to cancel your internet service with Primus and to provide a return label for the equipment. We regret to see you leave and appreciate your time with us.
  
  To proceed with your cancellation request, we kindly ask that you reply to this email confirming your intent to cancel your internet service with Primus and specifying the effective date of the cancellation.
  
  Upon receiving your confirmation, we will process your request accordingly.
  
  Looking forward to your response

  
  

  
  

  Please note that we have also tried calling the customer to confirm her request for cancellation of service.  We left a voice mail message indicating reason of calling and providing a direct number to our Executive Care Team.  The customer did not contact us neither by phone nor email.

  
  

  
  

  Our efforts to contact this customer, has been to no avail.  Therefore we have sent the customer an email on May 26 advising that the internet service will remain active and that customer will be responsible for all service charges.

  
  

  Please find below the last email sent to this customer on May 26;

  
  

  We have attempted to obtain confirmation from you regarding the cancellation of your internet service with Primus/******. As we have not received a response, please note that your service will remain active, and you will be responsible for all applicable service charges.
  
  If you would still like to proceed with the cancellation, please respond to this email or contact us.

  
  

  
  

  We consider this matter resolved

  
  

  
  

  Best Regards,

  
  

  ****
  ********* ****
  **************
  

  Customer Answer

  Date: 29/05/2025

   I am rejecting this response because:
  
  
  Dear ****, and Mr. ******* ******,

  
  

  As per below, on May 20th I have responded to your May 20th email and confirmed cancellation of Primus service, because since April 30 installation date, my home phone line outlet in the kitchen was cut off, and we've been using the remaining line outlet to hook up to our home phone so we didn't use the Primus modem and would like a return label to return the modem. 

  
  

  I don't understand why I'm being asked repeatedly to confirm intent to cancel. I already stated clearly that I need the attached Primus bill / charge to be reversed since I couldn't use the equipment / internet service since the date of installation, which on records was April 30 and we are both aware of. There is no need to choose / specify the date of cancellation. I never received Primus internet service to begin with on day 1 since the account was opened. There is some serious miscommunication, and I hope you could assist in expediting my request and concern to the billing department.

  
  

  If my credit card is charged for the first month by Primus, please kindly ask the billing department to adjust the balance to zero. I've spent out of pocket on the DSL filter ~$15.24 which was reflected as a credit towards the monthly internet fee on the bill. I don't plan to ask for reimbursement of the filter. Simply adjust the Primus account #111466709 to zero would be appreciated. If somehow the billing still go through my credit card, I will reach out to ****** ********** to dispute the charge.

  
  

  Thank you for your kind assistance.

  
  

  In summary, (1) I need a return address label to return the modem and (2) please close my Primus account as of installation date April 30. 

  
  

  Regards,

  ****** *****

  
  

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service with Primus T****** on August 15, 2024. The agent on the phone assured me that I had no further balance to pay and offered to forward my service to my new address if I didn't want to cancel, and I declined as my new address already had internet service.
  
  On October 5, 2024, I received an email stating that I would receive a SERVICE DISRUPTION for my previous address if I didn't pay a balance of $109.58, which I assumed to be an error and the document was titled "PRE-SUSPENSION NOTICE" and I had already cancelled months prior. Other than that, I received no communication from them.
  
  April 4, 2025, I receive a phone call from *** Collections, stating that I owed Primus $140.50 for unpaid services.
  
  April 8, 2025, I receive another call stating the same thing, so I reach out to Primus, who inform me that the balance is in fact $140.54, and that they had been trying to reach me by PHONE for months. They then transfer me to the next department where I'm told it's $120.37. It was then the next department who confirms that number, then put me on hold, and then said that the balance was actually adjusted on March 17, 2025 due to errors on their end, that it is now $0, and that I didn't need to worry about that. I then asked for a confirming e-mail stating same, and she transferred me back to billing, assuring me that they would be able to provide me with such an e-mail.
  
  I was the transferred back to the previous department stating that the balance was $107.28, that the late fees had been waived (for an invoice I never received), that they had been MAILING my invoice to my previous address rather than actually calling or e-mailing me, and that although they admit the entire incident and confusion was their fault, that I owe them the money anyway.
  
  I'm requesting the confirming e-mail that my balance was $0, and to have Primus and collections stop contacting me for the matter.

  Business Response

  Date: 15/04/2025

  Good Day ! 
  We have contacted the customer and reached an agreement.

  
  We have provided the final amount to pay 77.97$  for service rendered prior to the cancellation of the internet service
  The customer will advise us once he has made the payment so we may complete the billing adjustment for the remaining amount as agreed.

  We will then advise the collection agency to close their file which will complete our agreement

• Initial Complaint

  Date:03/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22375903, and find that this resolution is satisfactory to me.

  Business Response

  Date: 10/10/2024

  October 10, 2024
  
  *** ***** **********
  *** **** ** ********
  
  Hello,
  
  We have reached out to the client to discuss the contract
  and our terms and conditions.
  The customer and Primus have come to an agreement on waving
  the liquidated damages.
  
  Sincerely,
  
  ***** * ******** **** *********
  ******
  *** * **** ***** *** ** ******* ** ******
  
  T 1-888-501-8430
  
  

• Initial Complaint

  Date:16/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 10th - I phoned Primus and ordered this service. They stated that the wifi router would be mailed for me. I asked for a April 2, 2024 install date. On April 4, 2024 the tech arrived and installed the lines. I phoned customer service and was told my router was on route and they gave me the tracking number. On April 6th the tracking number stated that the package had made it as far as Edmonton and had been turned around. On April 6th I phoned customer service, explained the issue, they stated they would re-send out new equipment. On April 15th, I still had not received my equipment, I phoned customer service - the first time the rep put me on hold, then disconnected. The 2nd time i called i was just immediately disconnected. ON April 16th I phoned spoke with a customer service rep, was transferred to the cancelation department as I want to cancel my service for lack of equipment. The cancelation dept told me that no replacement equipment had been sent out, he asked to put me on a 5 min hold to "speak with the back room", after 55 min on hold I was disconnected. I phoned back, went through the options to get to the cancelation department and was again disconnected. I want to cancel my service, but they refuse to take my call.

  Business Response

  Date: 16/04/2024

  Hello,
  
  This serves to confirm we have canceled the service as requested.
  
  No charges will be applied.
  
  The complaint is now resolved.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  **** ***** / Executive Response
  *********************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the month of February I (****) called Primus Telecommunications to switch internet services. A few days later a modem was sent to my address. A female agent said a technician would be at my address on January 8, 2024 between 4 - 8pm, I called on January 5, 2024 to confirm the technician coming out, a male agent said I do not need a technician and none will not be coming out, he will guide me through the connecting process, I told him I am not comfortable with this as I do not know how to set up an internet service. The male agent said he will not be sending out a technician. I had no further conversation with Primus. After waiting for about a week, I return the modem unopened. Since the month of January Primus have been billing me the cost of the internet. I called on a number of times stating I do not have Primus internet service, it was never installed at my home. Time and again they said it is showing an active line at Primus even though I do not have a modem for Primus. As of the time of making this complaint I am still being bill for internet services. I received a mail if I do not pay for the internet my phone service will be disconnect. Please assist me to bring this problem to a conclusion. Thank you

  Business Response

  Date: 05/04/2024

  Hello,

  We wish to confirm we emailed the customer and we confirmed her Internet service was cancelled in March, and we applied a credit for the billed charges.

  This complaint is now resolved.

   

  Sincerely,

  ******* ******

  Executive Response Associate

  Primus/Distributel

   

   

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet access has been interrupted Friday March 22 despite bringing my balance to zero by making three strong payments of $200, $50 and $100.55 respectively. I tried to call and speak to a manager on two occasions and staff were not willing to transfer me. I explained I need internet to work, and have three teens who need internet for school and despite that, the best they offered was March 27 and a $20 credit on my account. That 5 five days without an internet connection. I have been forced to purchase an add-on and use my mobile data. This has cost me $50. Today it has affected my performance at work as I was unable to join two virtual meetings. I will have to work in an office which will cause further expenses for transportation and food. My account number is *********. The resolution I seek is one month or similar free internet service. 

  Business Response

  Date: 16/04/2024

  Hello,

  We called the customer and we explained his service was disconnected due tp a balance owing on his account.

  The service was reactivated however our customer was greatly inconvenienced; we agreed to apply a credit to cover one month of service.   

  This complaint is now resolved.

   

  Sincerely,

  ******* ******

  Customer Escalation Advocate