Iprimus Customer Service Issues

I am frustrated with the lack of assistance I received today regarding my email issues. Despite contacting your tech support, I was informed that my Primus email was not syncing with Outlook and was directed to Microsoft, who demanded payment for their services. The Microsoft technician resolved the issue swiftly after accessing my computer remotely. I am disappointed that I had to seek external help, as I expected your company to handle such matters. It has been a series of inconveniences, from previous internet outages to this incident, which has left me considering switching providers. I urge you to ensure better-trained staff or provide compensation for the trouble I have faced.

Today, on 3.4.[redacted], I contacted Iprimus for technical support between 4:30 pm and 5:00 pm WA time. After troubleshooting, the representative advised me to move my modem from the faulty office phone socket to the kitchen socket, as the office socket was deemed defective. Consequently, my desktop in the office is now connected via wifi to the Huawei HG [redacted] Modem at the kitchen socket. However, upon testing, I discovered the internet speeds are still slow with a ping of 94, download speed of 0.86 mbps, and upload speed of 0.37 Mbps. It seems the previous information given to my son, Jimmy, was inaccurate. Despite relocating the modem, the wifi connection remains weak for my office computer and other household members. Moving the modem to the phone socket in the New Addition at the rear of my home is not a viable solution, as it won't provide adequate wifi coverage. I am left with no choice but to place the modem either in the kitchen or the office. Even with a Power Ethernet line on both floors, the wifi signal is weak at the New Addition. I am uncertain how iPrimus can assist me, especially after a recent check by Paul from Stream Vision.

I have experienced two internet connection issues within the past week. The first problem was resolved by pressing the WLAN button on the side of the modem. However, I am currently facing a new issue where the WAN and INTERNET buttons are not illuminated on the modem. Despite following troubleshooting steps advised by technical support on Tuesday, April 2nd, such as turning off and on the modem and pressing the reset button, I still have no internet connection. I was informed that I would receive a text message on Wednesday, April 3rd, but did not hear back. As a paying customer, I am looking for a resolution to this problem as it is affecting my ability to use my mobile credit effectively in case of emergencies. A technician is scheduled to visit on Monday, April 8th, but this wait time is inconvenient after reporting the issue.

My name is James Gorring. I am currently on holiday and do not have access to my customer number. My date of birth is 28/07/[redacted], and my mobile number is [redacted]. I am experiencing issues with international roaming on my mobile phone. Even though I requested to have it set up before my trip, I can't send SMS messages or use my phone while on my cruise. This has happened on a previous trip to New Zealand as well. I am frustrated as I can't contact my family in Australia. I would like this problem with international roaming to be resolved promptly and effectively. I am disappointed with Iprimus and plan to switch to a more reliable carrier upon my return home.

I need an extension on my bill as I'm moving to a new house and need to transfer the internet service as well. The current service address is 8 Caldecott Street, Thornlie W.A [redacted], and I need it transferred to 6 Harry Street, Gosnells W.A [redacted] on the 20th. I would like the telephone number associated with the service to be moved too. The service number is 08 [redacted]9. Please contact my daughter who is also listed on the account for any further communication regarding this matter. Thank you.

Customer number: [redacted]5 I connected with iPrimus on November 20, [redacted], and unfortunately lost connection on November 25. When I signed up, one of the important reasons was the promised one month of free service. I experienced service interruption until December 6 (a loss of $36 deducted from my payments - thank you for that) and settled my first bill on December 11. In a few conversations, I was asked to settle my bill first and then the free month allowance would be applied later. Now, I have received a bill asking for $96.33 due by January 7. I plan to settle this bill today, but I am curious when I will receive the free month allowance. I still haven't received an agreement and no one has advised me to settle my bills before the due dates. Thank you. - Mihindu H.

My NBN connection keeps disconnecting even after running all the necessary tests. It's frustrating to experience 5-10 dropouts daily, impacting my wireless connection and preventing me from enjoying Netflix or Stan. I expect a higher speed of 32 Mbps, but my current speed is only 11 Mbps. I am paying a considerable amount for this service and expect better reliability and performance. I urge the provider to address the frequent dropouts and deliver the promised speed. Thank you.

I recently purchased Draftsight for CAD drawing, which used to be free and worked fine on my computer. After paying for the software and receiving a registration key, I downloaded it successfully. However, upon running the software, I encountered an error message stating: "Could not obtain licence activation contact network administrator for standalone activation. Uninstall and reinstall the application." I would appreciate assistance in resolving this issue as I have paid for the software and am on a yearly subscription. Thank you. Regards, Darryl Moss

I recently received a call from someone named Eric in the Philippines regarding a new NBN service. Working from home for quite some time now, interruptions like these during my workday are challenging to manage. Unfortunately, Eric's voice sounded robotic, making it hard to ascertain if he truly represented Iprimus. I would appreciate receiving such information by email or mail, allowing me to review it at my convenience. With the rise in remote work, unexpected phone calls are becoming all too common. Although I regret being abrupt with Eric, the call disrupted a complex task I was working on. When working from home without a secretary, each interruption poses a significant challenge, especially since unsolicited calls are prevalent. While I understand the importance of communication, receiving such details over the phone is inconvenient for my work setup. Kindly consider sending future communications through written means rather than calling.

I am experiencing a persistent issue with the VOLP light on my modem that has been off for several months, leaving me without a landline phone in case of emergencies. This has been a recurring problem during my time as a loyal I Primus customer with account number [redacted]4. Despite attempting the usual troubleshooting methods like resetting the modem, the problem persists. A customer service representative mentioned that the issue might be due to my details not being listed correctly. I urgently require my landline service to be reconnected and remain functional for my diabetic wife's safety. My name is Terry S., residing at 4 Cavendish Street, Earlville, Cairns [redacted].

On Monday morning (16/8), I noticed that the indicator lights on the iPrimus router were continually oscillating, but the power light was solid. The LAN2, LAN3, LAN4, and USB lights were out. The NBN connection seemed fine. When I tried to use the internet, it was erratic and very slow; I couldn't access anything, and the message displayed was "not available." I attempted to resolve this by turning the power off and then back on after 5 minutes, but the issue persisted. Even after repeating this process, the problem remained. About 30 minutes later, I tried once more and managed to connect to the internet, although the LAN lights were still off. As of today (Tuesday 17/8), the lights are still off, but email and internet services are working. I am unsure whether these four lights should be on, as I believe they were on before the problem occurred. Could you please clarify this for me? Thank you.

I'm having trouble logging into Toolbox to change my email password as I can't remember my Toolbox password. I can be contacted on my mobile at [redacted]00, my son's phone is [redacted], and my work phone is [redacted]63. Sometimes my work phone is off. There's also a spare Apple phone without a SIM that is connected to the internet along with various devices at my place. Lately, I'm experiencing issues where I get disconnected from my email and an error message says I shouldn't be logged in. This is why I urgently need to change my email password. I've noticed I'm missing important work emails and links, which is a problem I need to address. I suspect someone unauthorized might be accessing my account or internet, but my son is the only one allowed to use the Wi-Fi, not my email. I work night shifts, so emailing me about this matter is preferred. Kind regards, Karen L. R.

I am attempting to set up email filters to block spam in my inbox. Following guidance from Iprimus Support, I am leaving the 'contains' box empty. However, when I try to save the filter, I receive an error message highlighting the box next to 'contains.' Do I need to input something into the 'contains' box? I have been advised to contact Iprimus by phone, but I prefer resolving this via live chat rather than incurring more costs on a lengthy call.