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.

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• 

  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: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.

  I am being charged by Primus $703.62 + tax to close a contract that was expired in July 2022. We entered into a new contract with **** Canada, to provide internet, security and telephone services in June 2024. Please see attached supporting documents.

  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
  
  

  Customer Answer

  Date: 11/10/2024

  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.

• 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 
  

   

   

   

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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 repeatedly asked primus to cancel the internet at my rental property. The service was awful so the tenants decided to go with a different company. Primus just kept charging me and not cutting off the service. Finally I stopped paying for the service and then they finally cut it off. I paid for the service for 6 months with zero internet usage. Then stopped paying and they continued to charge me for another 4 months which also had zero internet usage. None. Zero. No one was using the signal. After I refused to pay for the final 4 months, then sent my bill to collections. Really they should be reimbursing me for 10 months of service but I didn’t want to deal with the headache. Now they are threatening my credit. This is literally robbery. I called them repeatedly and told them to cut off the service. There was no contract I had to buy out. My contract states I could cancel at anytime WITHOUT penalty. I had primus at the property for years before cutting off service and never received a hardware upgrade or anything that could create a contract. I returned the modem/router. The amount listed is what was sent to collections. I can pay it but it’s the principle. This isn’t ok.

  Business Response

  Date: 13/02/2024

  Hello,

   

  To resolve the complaint, we agreed to credit the balance owing in the amount of $ 233.17 and we are removing the file booked with the agency as listed in error.

  We apologize for not replying sooner; we were awaiting to hear from Mr. ******.

  Since we did not hear from Mr. ******, we are closing this  complaint as resolved.  

  Sincerely,

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

  Customer Escalation Advocate 

   

   

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Jan/7/2024 we were to have a scheduled technician come to our place and install our new, upgraded modem for our primus internet service. We were reassured that ordering this new modem/upgraded service wouldn’t affect our current internet service. Nonetheless, the technician no-shows without a call or anything. On Jan/8/2024 our internet service was cut. Each day thereafter we scheduled a technician, and each time they never showed up. It is now Jan/11/2024 and this is the fourth day we have havent has internet that we’re paying for. And the 3rd time a technician has never showed up. The only answer we get from primus is another reschedule. Absolutely the worst experience I’ve had with any business of any kind. Absolutely no regard for their paying customers. I’m tired of harassing customer service. I just want the service we’re paying for. I feel absolutely swindled.

• Initial Complaint

  Date:22/12/2023

  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.

  Requested internet move fro my old to new location on Dec 1 ,2023 . I waited for 3 weeks and the move was not completed . I had to contact the technical support for mult time and i was told that the case was esculated . I was told that a technican will need to physical visit my location but no show . I finally had to instruct the tecnical agent on the phone to check my actual internet serivce and it was still left at. My old location and Primis only had my new address on my account . Primus has difficulty to move the internet serive and i was provided no solutions . I kept being charge for no internet service .

  Business Response

  Date: 04/01/2024

  Hello,

  There was a delay in completing the move of the Internet service; we called the customer and we extended our sincere apologies for the inconvenience he experienced.

  The service was finally moved; we offered a credit to cover one month of service due to the problems experienced.

  This complaint is now resolved.

  Sincerely,

   

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

  Customer Escalation Advocate 
  

   

   

   

   

• Initial Complaint

  Date:19/12/2023

  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.

  On Wed Dec 6 /23 the telephone system stopped working at the home of an 80 year old Woman and her challenged adult son ! Primus telecommunications has been next to useless in getting her telephone to work again. They keep promising and then blamed **** Canada lines and on one occasion said they could not get to the box due to a chain link fence. Had they gone to the door they would have found that they should go up driveway through to back deck for access. That would have been proper but instead they left and made her wait yet again. It is now Friday Dec 15/23 and still no phone! I have spoken to C***************** ****** *** ****** reps of Primus to advocate for this family!The Primus te** ************ ** *ive across town and are also seniors with issues but have done our best for ***** and John. The phone is listed under **** *****.

  Customer Answer

  Date: 19/12/2023

  The mattter is now resolved and the phones are now working at ***** ****** and **** ***** home 47 ***** **** **** ********* Ontario. Primus service stopped without a reason explained on Dec 6/23 and ***** who is 80 years old and physically challenged- usues walker to ambulate and her mentally challendge Son **** where without a phone service regardless of all the promises to get her line connected again properly since Dec.6/23. I find that this is not safe and she should be compensated for this lack of telephone useage. My husband and I are advocating for them as they are unable to do so! I feel Primus should give her a written appology and about 3 months free usage due to the poor care. If there had been an emergency with ***** **** wouyld nt have been able to figure out how to get help! Primus staff told me they are located in Scarborough Ontario ( part of Toronto) so I d not understand why it was not the correct BBB to get involved? I am appalled at the service or truly lack there of with Primus and am so glad we do not use them.

• Initial Complaint

  Date:06/12/2023

  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.

  In 2018 I requested Primus Services. Equipment was mailed out which I did not receive or activate what so ever. I have been trying to resolve this issue now for over 2 years. A representative has confirmed I was sent equipment twice which nethier one was received hence the reason I couldn’t activate the services. I get tossed around from department to department. Its unfair to be charged for something you have never had in ur possession. My credit report now shows a charge of $665.00 which has been affecting my credit. I have received nothing but terrible customer service dealing with this company. No answer no supervisor or manager to speak with it’s getting ridiculous now! Someone needs to solve this matter immediately

  Business Response

  Date: 11/12/2023

  Mrs. ****** Richardson 
  
  Primus account# *********
  
  BBB Complaint ID# 20969395 
  
  Hello,
  
  We have communicated with Mrs ********** to advise we have credited the account and sent a request to the 3rd party Agency.
  
  She was very happy with the outcome.
  
  The complaint is resolved.
  
  Sincerely,