iPrimus Recensioni 103

I would give 0 stars if it was an option. Since changing the way they handle payments the payments every single month that are allegedly direct debit fail every single time. The website is useless, the new link to the “no longer a toolbox” for self service options is non functional. The live chat is a chat bot that is usually non functioning, but he calls every single month are the same banal apology, the 7 days a week call line is in fact not 7 days a week and despite asking for my complaint to be escalated every month when I have to call yet again to fix the same issue as the month before it never is and every month the person I speak to insists that the problem is solved.
I swear they are trying to shut themselves down through loss of customers and revenue that leads to voluntary administration

We have been waiting more than 3/4 of hour on the help line so far - they haven't answered yet!!! Repeat tacky music and advice to check the website. If I wanted to do that I would not be ringing. Absolutely appalling customer service.

I had a bit of a hiccup that cost me money . BUT they came back and now I'm as happy as a pig in mud. The deal I have now is awesome and the young lady that helped my was awesome and very understanding. I have been with Iprimus for nearly 25 years and they have shown that staying with a company means something

Iprimus have multiple issues. 1. Service is poor connection drops regularly. 2. Online website is terrible.. no option to update payment details. 3. Unable to call or use chat feature or contact them in any way. The site says calling hours are 7 days a week 9am til 6pm but no matter when you call get told it's out of business hours and hang up on you. I have no option but to allow my account to lapse and join with another internet provider.

I've called Iprimus 4 times and all 4 times I have waited 2 hrs on hold. A total of 8 hrs before anyone answered.
Thats a whole days wages of waiting to talk to someone about why my internet was cancelled. Little did I know that they had a new system in place, one which doesn't se d out our Monthly Bill.
For the last 2 months Ive had Overdue notices saying I haven't paid. (Does this affect my credit rating. Probably!) Also how ridiculus is this 14 character password we have to try and remember?

2 hr minimum wait times
Internet breaking up
Nowhere to amend bank details
14 character password
No email notification of Bill

If I could give 1 point of a star I would!

My account was cancelled when I moved and I reactivated new account at new address. Iprimus are trying to charge me for old account now getting debt collectors for overdue bill that was cancelled which is not accurate and more than my monthly bill. It was cancelled. Complete harassment, I crime to get threats of outside debt collectors in fact iprimus owes me!

Long time customer, always paid on time - however the recent change from post-paid to pre-paid was incredibly poorly done. Like a few others on here, I ended up with an overdue bill because in the very small fine print, I had to set up a new account in a different section of their website. I didn't receive a reminder email like I normally did on my old account. I got a surprise when I got a phone call from someone in their customer service team asking when I was going to pay my outstanding bill. When I mentioned that I had not yet received an invoice and could not find anything in my toolbox, that was when she informed me that I had a new account in a different area of the website and my invoice was in there. I was unable to login to this new account and therefore unable to read my invoice. When I asked if she could send me a copy of my invoice to my email address, I was very firmly told no, they don't do that. I then had to spend over an hour on hold with a different department to sort out my login issue - which was only able to be resolved by talking to someone, not via the normal means of a forgotten login/password - incredibly frustrating.

Additionally, the amounts charged changed drastically - where I was paying 84/month, in recent months (the last 3 -4) I was paying close to 100/month and I was never able to get an answer as to why. I do not expect to get a refund due to the excruciating process of going through customer service.

Ringing customer service is always a long, drawn-out process. Often spending 45+ minutes on hold, just to have the call disconnected or be put through to someone who then tells me they can't help.

When I decided to move away to a new company, I (finally) managed to talk to someone in iPrimus' customer service, who assured me that my current router was unlocked and I would be able to use it with my new provider. In trying to set up my new service, my new provider (nothing but exceptional service!!) informed me that unfortunately the router was locked, and iPrimus often misinform their customers as such.

Unacceptable service. I will never recommend iPrimus to anyone.

I'm on hold now , they disconnected my Internet whist in the middle of working..wouldn't reconnect it , they said I owed money then said it was a mistake ..said they would transfer my call... 1 hour later still waiting
Changing providers.

Been a customer for... gosh, over 10 years?
The switch from post-paid to pre-paid was poorly executed. I have an overdue bill because in the fine print, I had to go set up a new account elsewhere and never got a bill or reminder. I also had little clarity on when the new due dates came into effect and got a surprise. Like others here, I hated the removal of manual payments. I always pay by the due date, but only when I have more freedom to do it based on my financial schedule.
More concerningly, for whatever reason, my charged amounts on the new site are lower than what I was billed. I have been charged 74/month for most of this year. According to the new site, I was charged 67/month on the same invoice numbers (Id post screencaps if I could). Will I get a refund for the difference? Unlikely.
Quite unacceptable. Will be moving away immedietely, with a bad taste in my mouth and a recommendation to everyone to stay away from iPrimus.
All this said, if you can get through to customer service, they tend to be polite and mostly kind, though ultimately unhelpful and rigid.

After several attempts and a review I finally solved my issue with Iprimus.

I have Internet which drops out after 15-20 mins. Technical customer service is nonexistent and I’ve spent 45-60 mins twice in the last week trying to get to their technical team. The worst internet provider I have had in two decades - you should avoid it like the plague.

I did a BIG MISTAKE of going to iprimus, tried reaching out to them 2 times and after waiting for an hour, no response.
When you try to get connection, they reply in 1 min.
I have not started using their internet, I am just worried of getting into this bond with them

Worst customer service, Log in UX, and many more. I never signed up for a phone service however got charged for 10$ everymonth. tired to cancel it a couple of times, affects the internet speed somehow.

After 1.5 years of decent service (nbn FTTP) our connection started dropping and we were offline for hours many days of the week. iPrimus support was terrible. After figuring out that the router they sold us was conveniently just out of warranty they insisted it’s the root cause and needs to be replaced (at our cost). We canceled the contract and switched to another ISP and are happily using that modem and it works perfectly fine. The actual issue was that the nbn modem was faulty but iPrimus was unable to figure that out after 2 weeks of troubleshooting and “monitoring”.

I've been with iprimus since 2009 . Recently I rang them in regards to them up dating there payments details they said I had to pay a 1 of payment of $42.90 on top of my monthly $74.00.00 I told them I wasn't happy about the 1 of extra payment . They said they would wave the $42.90 because I've allways paided my bill on time . They have charged me $116.00 extra . Not only that they over charged me for 2 year's because I was paying for 50megs when they knew very well the box out side my house could only recive up to 27megs . They gave me 3 months credit back out of 2 year's of being over charged . I'm not on a contract and told them I've gone to a better service provider and wish to leave and they are still trying to take money out of my bank account . I had the bank put a block on them but they have still took $116.00.00 . I highly recommend avoiding iprimus at all costs there a pack of crooks

Don’t even bother with them.
Was told reconnection would take 2 hours and now it’s apparently 4 hours. What an absolute joke of a company and of a customer service team.

What a sham of an internet provider. They continue to charge my late wife for an account she closed. Luckly, I put a block on the direct debit at the bank, past experience with iPrimus has made me very untrusting of their actions. Tried to resolve the issue with "customer service" but just went in circles for half an hour, while they continued to change their story. Said they couldn't see why it was being charged since the account was closed and they could only talk to her since it was her account ????. Do not deal with these clowns. I've put a complaint in with the Ombudsman.

I've been waiting 4 hours this morning for an NBN upgrade and no ones turned up or bothered to notify me.
Primus just wasted my day.

Would rate lower if it were possible.
I recently tried to pay my account bill. I avoid Direct Debit, as past experience shows these arrangements are difficult to revoke/remove. The bill had two options listed: Direct Debit, and Credit Card by phone.
I reluctantly chose CC as the least-worst option. But a single transaction? I can live with that.
On completing, I was advised they had now RETAINED my card details as an ongoing DD arrangement. Something I had explicitly refused to do. On my request they then refused to remove the card details from my account. I have had to cancel the card to prevent their unauthorised transactions.
Absolutely disgraceful behaviour. Avoid iPrimus.

They are very behind in their IT and require their modem to connect to the opticomm modem- will not let you bring your own unlike almost every other provider. Have to reset their modem every week or two to keep it working. Have to call up to cancel account, however, their accounts team are busy and will call back in 1-2 days.use literally any other company!