Canadian ISP internet service provider locator logo                Comments for Primus Canada

Rating summary for the past year: Neutral: 1 Negative: 3
4 ratings in the past year. 46 ratings in total.

Tue, Sep 04,
2018

When I attempted to downgrade my service, Primus inadvertently cancelled my internet completely. Quoted 6 days to restore service. I cancelled immediately, then they had the nerve to direct bill me $226. 3 months later, money not refunded. AVOID, AVOID, AVOID
Rating:-1
Service: dsl
City: Toronto,
ON

Sat, Jun 23,
2018

Primus is never better than the carrier ( Bell, Rogers ) but is a lot cheaper. 15 years ago they were very good, but now they no longer have Canadian tech support and wait times are bad. But if you are getting good service with Bell or Rogers, you can save money at Primus with equal connection quality. If your Bell connection is bad, Primus will be worse
Rating:0
Service: dsl
City: Toronto,
ON

Thu, Jun 07,
2018

We were using DSL with them at one point getting around 5 Mbps called them up they said that can't do anything about it. Wen to Costco the one nice gentelman told us that they could give us 15 Mbps. We said sure, they never sent in anything. Called them up telling us they are not compatible with us. So we thought that the man lied to us, but he didn't he was right we could have that speed but we needed to switch to a different type of Internet, which is Coaxial or in other words Cable. We stay with the very slow 5 Mbps until we go back to Costco and speak with the man again and now they offer us to switch the Cable. They offered us 60 Mbps Down and 10 Mbps up Keep these numbers in mind while i keep writing. They send in the Modem and all the equipment, Yay! We try to setup the modem DS and US lights weren't even on. We call them up asking what is happening and they tell us that they have to send in a guy. Well they should have told us Earleir. The guy shows up about a week later from the arrival of the new Modem and we are so happy to get the new wifi. A guy from Cogeco shows up and we knew they were going to show up. Also Cogeco is the cable provider in my Area. The Cogeco Employee was quick and he was out. We get out new wifi and we are so happy, we do a speed test 15 Mbps Down and 2 Mbps up. If you didn't remember those numbers here they are again we are paying for 60 Mbps down and 10 Mbps up. What they are giving us is 15 Mbps down and 2 Mbps up. This is ridiculous. We call them up and they tell us "It was a Mapping issue" Then the say you need to go over to customer service. We go to customer service and they are closed, so that employee really wanted us of the phone. I wonder why. I guess we will call another day. We call a few days later they transfer us through 3 different people to get to customer service and if you're with pimus you would understand the wait time. We get on the phone and they tell us You are paying for 15 Mbps down. Then we tell them we have the conformation number we tell them and they say, "It may not be compatible in your area." "Let me check". They check and then they tell us "Yes it is compatible, you'll be getting your new service in 3-4 days. Now i am like ARE YOU KIDDING ME. More wait time for internet. We waited and today is the 4th day of waiting. Where is my service I don't know. Primus if you see this please fix this and all problems with your wifi, because This is ridiculous
Rating:-1
Service: cable
City: Beamsville,
ON

Tue, Mar 13,
2018

Horrible Service
Was approached at the Costco to sign up- had a gut feeling too good to be true due to such low price
Signed up in the store ( with 3 kids in tow should have known better on my part ) but felt pressure to sign
was sent the equipment - modem and digital phone jack
only to find out days later that they were unable to provide this service my area home location. This was not explained to me in the costco.
After months of holding on to the modem and phone jack and no return labels sent I threw the equipment out. Only to this be charged a couple hundred in cancellation fees ad equipment fees. that I was told were my responsibility .

Very disappointing that a company would charge me money for a service that they never provided - sent equipment for a service they were unable to provide. I feel I was scammed out of money
horrible customer service
would never recommend this to anyone
Rating:-1
Service: wir
City: Peterborough,
ON

Wed, May 24,
2017

Signed up for Primus internet a week back.Speed was terribly slow!

Whenever I called, I was put on hold for at least 20 minutes. Called them half a dozen time, same situation.. got so pissed off and decided to disconnect the line. Called again today, was put on hold for 47 minutes, I repeat 47 minutes!!!

finally got hold of them and disconnected the line. Their sales people are worst fellows! I was told that they would not pull my credit report, but, they did..

I am now so happy that I got ride of Primus, a third rated service provider I came across in my life.I would never recommend this service provider!
Rating:-1
Service:
City: Toronto,
ON

Sat, Apr 22,
2017

I have been with primus for the last
14 years and had dial up , dsl and
now Cable and phone services.
Overall I can recommend to any one.

Rating:1
Service: cable
City: London,
ON

Sat, Sep 10,
2016

There were a few issues during the switch over from another ISP to Primus. All the reps I contacted tried hard to resolve the issues. However, it still took a few days. I hope they have learned and have improved the installation process.
I have used Primus for six months now, it has been very good so far. I am getting the speed I pay for and the connection has been reliable.
Rating:1
Service: dsl
City: North york,
ON

Fri, Jun 24,
2016

Well... It worked for a while, and was certainly cheap, but then things changed. I can't really complain TOO much about tech service. They seemed to try their best, but here in Alberta (Lethbridge) at least, and as resellers from Telus, they were simply unable to provide reliable internet. It would cut out, and reassign an IP address randomly, sometimes every 5 minutes. That, of course, shuts the internet down (which means no phone either in our case) until it manages to start up again. Worked with techies for 4 months or so, and even hired our own guy to check the lines etc, all to no avail. Just a warning about inherent limitations when using Primus, at least in Lethbridge. They finally admitted that there was nothing they could do to improve things. The real problem is our monsterly monolithic communications companies who are comfortable charging a monthly ransom. How about we change that, oh fellow Canadians? Rise up!
Rating:-1
Service: dsl
City: Lethbridge,
AB

Tue, Jan 12,
2016

Good day all,

Currently, I can say to anyone considering Primus internet to shop elsewhere. There have been nothing but issues with them.

The service was supposed to have been installed in Early December, yet still remains with problems.

The speeds are so low, that when attempting to run the primus speed test (via Ookla) it times out due to latency errors.

The connection consistently drops and reconnects. (over 100 times a day, to which I have logs of it, yet they still claim there is no issue).

The issue even occurred during the attendance of their tech at the site, yet they have a ticket updated stating that the connection was corrected and everything is fine.

I had to repeatedly ask them to only communicate with me via electronic mail, as anything that they would tell me over the telephone ended up being something that they would later not stand up to.

Again, please, do NOT sign up with Primus or even consider them.

There are several other offerings that would prove to be a much better choice.

Teksavvy, Accanac, etc etc.

Rating:-1
Service: dsl
City: North york,
ON

Thu, May 07,
2015

these people are not only rude in extream but they are always harrassing for the bill payment even if small amount owing is a day late
Rating:-1
Service: drydsl
City: Stoney creek,
ON

Fri, May 01,
2015

At first reading the comment I was scared for crappy service for a low price. So far though they offer 24/7 support with knowledgeable Canadian support staff, and the connection is fine. Low prices for great service. A winning combo, email me at julientremblay17(.at..)o-u-t-l-o-o-k-c-o-m if you have any questions. It seems that mostly problems arise from installation since primus must hire local ILEC to hook up service, and the ILEC does not put PRIMUS set ups as a priority. I had to wait 3-4 weeks for install.
Rating:1
Service: dsl
City: Montreal,
QC

Fri, Jan 09,
2015

I had to wait 4 weeks to upgrade the internet speed when Primus told me it only take 7 days. Now there is speed issue from 5 pm to 12 am for more than 1 week and the problems was not solve.
Rating:-1
Service: dsl
City: Scarborough,
ON

Mon, Sep 22,
2014

Hello, here's my story. I asked Primus the following: "With the speed you're offering, will I be able to use Apple TV?". Answer: Yes, of course. So I sign up and cancel after a few days as the internet is very slow. I complain as I don't want to pay my cancellation fee as I was promised a service that I never got, etc. Not possible. I will just pay as I want to move on. I have Cogeco now, a bit more expensive but a truly great service and speed. Stay away from Primus.
Rating:-1
Service: wir
City: Kingston,
ON

Fri, May 23,
2014

Last Result:
Download Speed: 354 kbps (44.3 KB/sec transfer rate)
Upload Speed: 315 kbps (39.4 KB/sec transfer rate)
Latency: 124 ms
5/23/2014, 10:45:55 PM

this is primus for you i call them all month see they fixed it lmfao they are pathetic i live in windsor ontario i would not recommend this isp to anyone not even to ppl i dont like it is SHI* thats all i have to say
Rating:-1
Service:
City: Windsor,
ON

Fri, Apr 25,
2014

I was with Primus for many years and the service was satisfactory. Never very fast but it worked reliably. Tech support was always very competent. In the last year or so though my base monthly fees increased from $69 to $98 a month which is ludicrous for phone and DSL with no long distance charges. Meanwhile they offer new customers prices half that amount. I didn't bother to call them about it but switched to Acanac and transferred my phone number to the free VOIP service Acanac provides. Now I am getting three times the download speed and ten times the upload speed. I received my final bill from Primus which included a $100 cancellation fee. I cannot complain about that because I suppose there is a one month cancellation notice and it is always hard to arrange cancellation from one service and transfer to a new service without some overlap. But I am done with Primus and I feel great. I am very pleased that I switched and would not recommend Primus to anyone except maybe my neighbour but then we don't get along and he hates dogs so ...
Rating:-1
Service:
City: Toronto,
ON

Thu, Feb 20,
2014

Primus Canada are thieves ! Even if you give them the mandatory 30 cancellation notice and agree to pay the final bill amount, they will charge you a cancellation fee if your number is ported out any sooner than the 30 days ! This was not disclosed to me at the time of cancellation and neither was a hardware handling fee of $9.95. I repeatedly asked the representative on the day of cancellation what my final bill amount was going to be and not once was I told that I would be charged the full cancellation fee for an early port out !
Why should a customer be charged a cancellation fee if they have done their due diligence and provided a notice of cancellation.
Whether a customer has service or not due to an early port out is irrelevant as a final bill amount was agreed upon already.
This is nothing but unethical business practice by Primus Canada and I urge all of you to stay clear as they are thieves. I fully regret giving Primus Canada 7 years of business and will never recommend them to anyone. I actually gave them my business with the hopes that they would be different from the others but after this experience I am convinced that the others would not treat a Loyal customer in this manner.
Stay away from Primus Canada
Rating:-1
Service:
City: Whitby,
ON

Wed, Dec 18,
2013

I've been with Primus since the moment phones were deregulated. Back then, it was Wintel and was fantastic. Service over the past 3 years has been steadily getting worse and the prices are skyrocketing. Customer service has been a joke for over 6 years with hour-long waits. I will be leaving you Primus this month. Enough is enough.
Rating:-1
Service:
City: Toronto,
ON

Wed, Dec 11,
2013

Been with Primus for 7 years now, both phone and internet.
Overall service is excellent, only been down once during that time.
Tech support and customer service is quick and efficient.

Recently upgraded my internet service and the speed was not up to par given my location. Primus tech support decided to hook me up with a bell server to satisfy the speed requirements.

This is the type of company I like doing business with.
Rating:1
Service:
City: Toronto,
ON

Tue, Oct 01,
2013

Primus support sucks. On a whim I decided to upgrade to the higher speed DSL. Big mistake.

First I was told a technician wouldn't have to come into my place. Then I got an automated provisioning call saying one had to come and I had to be around to let him in. I stayed at home the whole day on the appointed day. No one showed.

When I called Primus I was told that a technician wasn't necessary.

Then I was told that a technician was necessary.

Then not necessary.

Then, the only answer that I'm certain was honest, the customer service person and a tech person I spoke to after her both said they didn't don't know.

Today I was told a provisioning order for a technician was put in.

I said to cancel the order and I'll stick with the current DSL I have with Primus. I was told that might mean I'll lose my Internet for 7-10 days because moving to the higher speed DSL required switching me to a new network and the switch back would mean the loss of my internet for a while. I suspect that was BS because my Primus Internet has not been down at all during this ordeal, so why would I need to be without Internet in order to keep what I've already got?

A few hours ago I asked to speak to a supervisor. None were available at the time so I asked to have one call me. I was told that could take up to 3 business days. I have no idea where I stand.

I cannot in good conscience recommend Primus.
Rating:-1
Service:
City: Toronto,
ON

Mon, Sep 09,
2013

I am a 10 year customer of primus, so I know both the long history, and current state of the company.
It's gone way, way downhill. I was trying to simply speak with a support agent for the past 2 weeks, but unable due to high volume of calls (literally hours on hold, and having to hang up frustrated and angry). Finally, I got someone, and was told they could transfer me free of charge to fibre, and guarantee my problems would go away. BUT, because I didn't call tech support daily about the internet dropping every 5-20 mins, they wouldn't refund the poor service, telling me to look at their terms and conditions. The tech "support" at primus is currently horrible (most often not possible to speak with someone). Customer service is non-existent, and if you don't like Horrible hold music, then stay away, because you will spend hours of your life on hold with this company.

Despite admitting my current service was terrible, and suggesting I move to a different one, they refuse to refund for my bad experience of the past months, suggesting that I the customer am lying and didn't tell them enough about their tech issues. The honest truth: after so many years of them, I got fed up with having to call tech support, wait on hold, and have to argue on a constant basis to simply receive normal expected service.

Simple message from someone who knows: Stay Away From Primus: it's a classic "dead company walking" offering the type of service that suggests they're trying to go out of business.
Rating:-1
Service:
City: Montreal,
QC

Fri, Jun 21,
2013

No customer service, Pathetic.
Rating:-1
Service:
City: Hamilton,
ON

Mon, Jun 03,
2013

Primus is down again. June 3, 2013 When this company was magma it was excellent but since Magma was bought by Primus the service has gone quite a bit down.
Rating:-1
Service:
City: Kanata,
ON

Thu, May 23,
2013

I'm not going to be here and talk trash about an internet service provider, however I say you get what you pay for. Since Primus is cheaper than most ISPs I would go with it if you care about price and aren't a heavy internet user. On the other hand I was with Bell before and I had more problems with Bell connection problems and outages with them than Primus. Primus is just gives you a slow internet connection. Upload speed could be a lot better, and I feel like they throttle you too keep you from using too much. I recently got a new computer and had to re-download everything, because I don't want to transfer my information from computer to computer. I noticed that on the third day of heavy downloading it was getting slower and I the down speed would be about 0.8 Mbps. The advantage to have Primus though is not having a cap on your internet, but them limit you by throttling. When uploading a YouTube video it would take me hours or days.

All in all I say good provider for moderate usage of the internet i.e social networking, browsing photos. Not good for heavy downloading or uploading i.e Large YouTube video files, downloading music and movies.
Still Good job primus, just not completely pleased.
Rating:0
Service:
City: Thornhill ,
ON

Tue, Mar 12,
2013

I was with Primus for over 2 years. Absolute nightmare. Technical service is very slow and completely unknowledgeable. The service was bad the whole time but they kept billing me anyway. Never would I ever recommend Primus as they could not fix the problem within 2 years...I was foolish to stay for so long.
Rating:-1
Service:
City: Burlington,
ON

Tue, Mar 12,
2013

This ISP is absolutely garbage. The only upside is that for 40 dollars a moth, yeah, you get uncapped Bandwith. Considering how often you'll suffer downtimes, disconnects and just absolutely awful speed, that means nothing.
I recommend you look for someone else.
Rating:-1
Service:
City: Brampton,
ON

Tue, Feb 26,
2013

i never got what the promised my dl.speed is only 2.6 m/b
Rating:-1
Service:
City: Toronto,
ON

Tue, Feb 05,
2013

Horrible internet speeds High Speed is over statement the highest speed I ever touched was 98 kbps living in Toronto even dial up is faster then this garbage.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jan 03,
2013

Long Time customer. Been with them since dialup! Solid connection but limited speed due to Bell lines (I was 5 km form the central office) Had to switch when I could get faster service for the same price. Really sorry to leave, but tech marches on. If you need reliable connection & have good lines. Primus is it.
Rating:0
Service:
City: Ottawa,
ON

Wed, Oct 10,
2012

I've been with Primus since they were Magma and have been extremely pleased with them. There have been a few outages over the past ohhh... 9 years but in all honesty I can count all outages affecting me on one hand. Good speeds, good service, no caps, static IP and one happy customer later I give them 2 thumbs up.
Rating:1
Service:
City: Barrie,
ON

Fri, Apr 27,
2012

I am particularly fond of the high speed internet/phone bundle - you can't argue with unlimited download and unlimited long-distance for ~$90 a month. Speed is decent - but is dependent on Bell lines, so varies from one place to another.
Rating:1
Service:
City:

Wed, Apr 11,
2012

stay far away from primus, i called primus nov.16 2011 to hook up service.i was approve.service was suppsose to be up and running nov.24th. from nov.24-til dec 2nd i called multiple times to tech support to get my service up and running they told me well ur calling us it should be working,i called from a payphone 3-4 times a day.they finally sent out a bell tech guy arount dec 1st they gave him the non working phone number they supplied me so he tried to call me to come in,but never showed up. i called them back they said u will have to wait 2-3 business days for another tech.i told them i need their services asap since my employer(a call center is working from home, id loose my job if i cant get service.the tech guy was very rude to me,i couldnt speak to a supervisor since they work from home.he told me to check the way everything was setup. i did it was correct.he said maybe its my modem sent a new modem out.he said nothing he could do and ended my call. finally dec.3rd i got my service.recieved the new modem 1 week later,when service was running ,i didnt need it. i sent it back,every month after i had issues with them saying i owed for a modem that wasnt returned(i had a post office recipt for the return)every rep in billing would say i owed them,then they told me it was a mix up they where looking for the old modem to recieve so messed up the item numbers and would fix it and credit it..they also tryed to bill me from nov.16th when i had no services. every month since dec.2012 to present i still have them asking about the modem.every month i had extra charges on my bills when i use the phone the same way.i did end up recieving last month free.since i have so many issues. the services were working fine from dec til about 2 weeks ago now i get internet for 5-10min then no internet for hours,mins or a day,ive called many times they tell me their is nothing wrong with my service and say since im calling now its working,yet the internet suddenly disconnects every 1,5mins or hours or days.they sent a tech guy out he said nothing wrong. so for 2 weeks i cant even work for my job since their services are unrealiable.i will loose my job beacause of this company.. on top of it all ive called 3 times to see if i get the same answer every time i talk with a rep about cancling and if i have a contract, 2-3 people said i have no contract. the last lady told me i have no contract for internet but i possible have a contract for my voip phone line.(absolutly awful company how can i have phone if i cancle my internet.. stay away from primus.the customer service reps are rude, the tech support are not helpful they are also rude, they dont care about their customers and billing cant even properly bill me. i work in a call center i would never treat my customers the way they do....
Rating:-1
Service:
City:

Sun, Nov 20,
2011

We get about half the 7megabit download that we pay for, and people down the street get higher. i like the price, I like the unlimited download, and I like the unlimited upload. The service is patchy sometimes, I have personally never had to talk to Primus employees, so all i can say is that we have never had too many issues. I would like to get at least a good 5 megabit average, but i dont know if that possible with the cabling in the neighborhood, it is probably old.
Rating:1
Service:
City:

Mon, Nov 14,
2011

worst internet service provider slow speeds and lots of problems everything slow plus caps left them with a better deal with a proper faster speeds and unlimited downloads
Rating:-1
Service:
City:

Sat, Aug 06,
2011

Worst service. I ordered the internet and telephone bundle. They connected the telephone service fast, but I waited over a month for the internet service which they couldn't provide. They acknowledged that they couldn't provide the service because they had some problems, so I waited another 2 weeks. After a month and a half and still without internet, I called to cancel what I ordered; which is the internet and telephone bundle service, and they told me I had to pay an early cancellation fee! Why do I have to pay for a cancellation fee when I never even got the service? I called multiple times and talked to the supervisor, but I couldn't do anything, I ended up paying the fee.
Stay A W A Y from Primus.
Rating:-1
Service:
City:

Fri, Jul 08,
2011

Reliable uptime, very few interruptions. Speed is mostly fast except in the evenings (that is when Bell throttles bandwidth). However they did take 14 days to install, which is unacceptable. Next day service is possible but they cannot do it because of Bell.
Rating:1
Service:
City:

Sun, May 29,
2011

Plan to switch to another ISP as soon as possible. Primus has too many interruptions in service, some as long as 6 hours. They acknowledged my complaint but never responded.
Rating:-1
Service:
City:

Sat, Apr 23,
2011

I have been with Primus since 2000 (back when it was still Magma) for all my internet needs. I started off with Dial-up and later upgraded to their residential DSL service. I have not had any major regrets regarding my time with them. Service has been pretty solid for as long as I've been a customer; I've had maby two interruptions in the past 10 years and only had to call tech support 3-4 times in all. They do rely on Bell for distribution of dsl service so make sure you know how far from the service beacon you are; the farther away, the slower your connection speed will be.
Rating:1
Service:
City:

Tue, Apr 19,
2011

I have been a long lasting customer of Primus (and previously with magma) up until about 1 year ago when I moved. The DSL service has always worked very well - very few outages, and most of them were planned maintenance. I was also subscribed to their phone service (regular phone). I must admit I did have a few problems (the worse being unable to receive and place calls from/to certain numbers for some time). All issues were dealt with within a reasonable time delay. The main issue I have with Primus is regarding the customer support (night and day in comparison to magma - magma had awesome customer service). The level of technical expertise of the support personal appeared to be weak at times. And the main issue of all was trying to reach customer support whenever required- I'm talking major wait times here! - charge your cordless fully before calling, and have a second one handy for when the battery runs out. Literally, I sometimes had to wait over 1 hour before even talking to someone!!!

If I overlook the long wait times trying to reach customer support when I needed to, all in all I was happy with Primus's services.
Rating:1
Service:
City:

Fri, Apr 08,
2011

I've been with Primus for about 1 year now and I've been happy with their service. I was previously with Bell for over 10 years and left because of their download caps. Service levels are quite similar to what I had with Bell, but I never get extra charges for going over the download limits.
Rating:1
Service:
City:

Tue, Apr 05,
2011

This is the worst service. The connection is poor at best. The help-desk aren't very knowledgeable, and follow scripts even when you point out that you've tried everything, even when the problem description indicates a problem at the exchange they still want you to disconnect and reconnect all phones and modems. The service has degraded in the last 6 months. The help desk tried to me that my phone s too far from the computer. I have not moved either.
Rating:-1
Service:
City:

Wed, Jan 12,
2011

Service has been very good . Though now they are putting a cap on downloads and I am very dissapointed with this CRT ruling .
Rating:1
Service:
City:

Wed, Dec 22,
2010

We've been with Primus (formerly Magma)since 2003, when iStop imploded. Both our home and work Internet are with Primus. Being a large ISP, the tech-help is expectedly a bit spotty, with some not-so-great techs scattered among some pretty good ones. But overall, Primus has been very good and accommodating in meeting our personal and business needs, including setting up some stuff they don't even advertise, such as hosted FTP. If you wish more details, you can contact me directly, at jturecek@corrpak.ca
Rating:1
Service:
City:

Thu, Mar 25,
2010

Sometimes disconnects, and internet speed is not consistent, and never as fast as the internet speed offered.
Rating:-1
Service:
City:

Thu, Jul 16,
2009

Their customer services suck. They promise and fail to deliver their promises. Pretty dissapointed, switching to another ISP.
Rating:-1
Service:
City:

Tue, Jul 14,
2009

This is quite possibly the worst service. The connection is particularly flaky, the fact that it is PPPoE also causes issues continuously having to re-log back in. The help-desk aren't very knowledgeable, and try to follow scripts (even when you point out that you've tried everything), even when the problem description indicates a problem at the exchange they still want you to disconnect and reconnect all phones and modems.... Recently I've also had a busy signal often when trying to use the phone.
Rating:-1
Service:
City:

Mon, Jul 06,
2009

Its average. Some times speed DSL drops below dial-up.
Some times phone have no dial tone.
Rating:0
Service:
City:

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