They emptied my account of £57 pounds as I did not top up?!! Why would I top up when I had £57 pounds into my account?
Is this legal?
I recently had to ring Canada and picked up on the service offered by Planet talk. I used their number and then the number I needed in Canada and didn't get through ( several times received message that the other end had terminated the call) After trying for half an hour I reverted to dialling direct from my virgin phone and got through straight away. What a waste of money!
I have been a customer of planet talks for at leased 10 years, I am now very upset with their service. I no longer have contact with any one abroad I have £18.80 credit I no longer need, if this is not topped up by mid November my credit will be taken off me,I think this is unreasonable and should be returned to me. I would not recommend Planet Talk and would make people aware of my dilemma.
as today 20/10/2013 i was using access number 08718701020 which cost 10p/m and it was recording the last 10 second of the other side of the caller and keep playing it back it happened few times when i tryed to re-dial the number again (3 minutes call 10 second playback), i have a video record to confirm that....they cheat & still your money and there is no one to control them ....is there anyone else had the same problem??
They are cheap, so i keep using them. but why oh why is this business so badly managed? website totally chaotic/wrong, support staff get very confused over their confusing range of products. what a strange mess.
I have been with this company now for approximately 2 years.
In September 2011, October 2011 and July 2012 their bills included calls which I had not made. I contacted them regarding this and their customer services personnel were very rude and talked to me as if I were an idiot. They told me in no uncertain terms that - 'if the calls are shown on your bill then they have been made from your phone - there is no way we could have made a mistake!'. OBVIOUSLY THIS IS NOT ONLY A POSSIBILITY BUT A DEFINITE.
I live alone and nobody else can use my telephone without my permission. I have no knowledge of the numbers shown (which were local numbers). The number in October 2011 and July 2012 is the same. I subsequently tried the number for myself and it was unobtainable.
The cost is minimal and, after much argument on their part, I was credited the first two times - this time I was told by a young employee, who had no respect for a customer never mind an elderly customer, that they would credit it on this occasion, but as I had reported it and had credits on two other occasions, they would not consider doing it again.
The charges on my bill stood out like a sore thumb because I don't use Planet Talk for making calls unless they are freephone calls - I use one of the cheaper options for my calls which don't show up on my Planet Talk bills - makes me wonder how many people with lots of calls are letting these small amounts through without noticing?
Won't happen to me again - I have changed my phone provider.
They promise a low cost service. There was not a single month when their bill was for the amount they advertised. When I asked for a bill to be itemised they refused. Without looking at an itemised bill it is difficult to challenge or to understand the charges. I suggest that their refusal to itemise is a deliberate ploy to enable them to overcharge and inflate their bills. I would strongly advise anyone contemplating this 'phone service provider to be very wary! The chances are that you will be stung.
I have been a customer of Planet talk for 9 years and have had a very good service (prepay) until this last few weeks. I checked my balance after making a call to my sister in Australia and realized that it was not as high as expected. I needed to top up so checked on the internet and there were several levels of charges from 1p to 5p a minute. I asked the person on sales who was topping up my account if I could swop to a cheaper tariff. OK she said and that was that as I thought. I tried my usual number after an hour or so and had the unobtainable signal as soon as I dialled the access number. I also tried the BT one given to me on joining in the first place. Neither worked. Well I tried phoning and after a long wait was told to try again in three hours. No luck. I tried again to phone with the same result. The final time I tried to phone I was left waiting so long that it disconnected! I then tried emailing but the reply came back three times with -give us the country you were trying to dial and we can look into it. Three times I replied that I only dialled the access code and each time it was unobtainable. Obviously the lack of English may be at fault here as they obviously do not understand the problem. I have now asked them to refund my money. I think that taking customer service to others countries does not always work as they have a script to follow and do not understand anything else.
As far as I am concerned Planet Talk is no less than a con. I used the pre-pay service to call Malaysia. When I dialled I had a ring tone, as though the phone in Malaysia was ringing - but it was not the distinctive malaysian single tone. I let it ring for 2 minutes then hung up and called back using the normal phone and the phone was picked up immediately. This has happened every single time I call with PT desperately trying to use up my credit. Put it this way, Ive still got the same credit 2 months later.
So basically, you pay Planet Talk so when you dial your number they can play you back an 'afraid no one is in' message whilst no doubt laughing all the way to the bank. Do not use this service, there are other more reliable providers out there whose line quality or customer service may be poor but at least they try to connect you rather than make you stand there listening to a phantom phone ringing.
I have just cancelled my account with Primus after more than 2 years. There is an obvious problem with their access numbers but yet they insist that there are no problems and on charging me £5 admin fee for cancelling my pre-pay account. The customer service is appalling and even the managers become very rude and impolite on the phone. I am now in the process of contacting the ombudsman and my solicitor about Primus. My advice: stay well away from Primus and use another service like BT International Freedom!
I am an ex customer of Primus. Their service was ok but they have a poor billing policy in case of problem and can be abusive of CC information:
After being a customer for 3 years and paying my bill in time, I missed one month because my Credit Card had been renewed and I forgot to change the number in my Primus account as I was in France at that time. Their reminder letter got lost in the pile of mail I received on my return and they decided to bill me an extra $60 for the next following month. When I finally realized what was going on, I call them to apologize and explain the situation but they would not reverse the penalty despite the fact that the bill had always been paid through automatic CC payment for 3 years. I cancelled my account but they managed to bill me for the two months that followed despite the fact that the service was taken over by another company.
I have been using planet talk for both phone calls and internet access for around 4 years now. I shall start with the phone service as after all this is what this review is about. I mainly use it to phone friends in New Zealand, at around 5p per minute I can gossip with my friend for an hour and not really feel a major sting! I use the top up prepay facility and dial an access code which gives me my balance and then asks me to dial in the number I want. I have found this service fantastic. I could not afford to call my friend without it. Covering a topic from the previous reviewer on accents. Yes, quite a few have scottish accents not such a problem for me, but remember that the majority of british or UK based establishments have call centres in India amongst others. Its hard for everyone phoning call centres whether they be english speakers or not. Back to Planet Talk: I personally would recommend them highly. I find customer services for recharging my account brilliant and have only been cut off once over these years, but was able to reconnect without problem. I have also used them for my dial up internet access and can say without doubt............brilliant!!!!!!!!
I have been using Planet Talk for 2 years but lately it is getting unusable. The majority of BT payphones seen to be the grey-painted type and these cut off the call after 5 to 10 minutes. Anyone of this type of payphone in the street does the same, the stainless steel ones are OK. I have called customer services of BT and Planet Talk and they refuse to accept the problem. Has anyone else had this problem or can recommend another provider? my e-mail is firstname.lastname@example.org Thanks, Geoff Mawdsley
PLanet talk is only one of the many "low cost" international call providers. When I was looking around to decide which one to join they were the ones with the lowest cost of phone calls to Greece, where my family is and where I usually (at least once a day phone) So basically I was looking for the cheapest one. I called them up and I got to talk to a girl that had one of the heaviest Scottish accents in the world (and being in the UK for 3 years, I've heard some) which for me it is completely absurd. My point is the majority of their clients is foreigners who live in the UK, why do they have people with so heavy accents in their customer service? Anyway, that would not have been a major problem, if it was not for something else. When I opened my account I was supposed to call a free phone number through which you get connected and you dial the internatioonal number you wish. But as it turned out from my next phone bill this number was not at all free. In fact I was getting charged for both the international call and the local call in the same time, which I think it is completely outrageous. So be careful. Even if no one says so, you never know what the next phone bill will show. I hope this helps some people not to do the same mistake I've made...
Planet Talk/Primus Communications is a telephone service provider, that I have been using for almost a year now. My reason for registering with them was (is) the extremely cheap overseas call rates. For example, as someone who phones Australia on a regular basis, Planet Talk's flat fee of 5p per minute (anytime day or night, weekends) is perfect. I receive a bill each month, and my bank account is debited with, usually a nominal amount considering the amount of 'talk time' I've had. As an example, my current bill shows that I have made a total of 69.4 minutes' worth of calls to Australia, amounting to a total of £3.00!! I cannot praise them highly enough for their fantastically low prices, and the fact that I've never had a problem connecting overseas - I have had experience with other competitively-priced telecoms companies where it's taken me several hours to connect to number overseas simply because they were having problems wiht their lines, or an overloaded service. NO SUCH problem with Planet Talk. The product itself is pretty mush faultless. Customer service is another matter entirely. I moved house a couple of months ago, remaining in the neighbourhood, thereby retaining my home telephone number. I phoned Planet Talk to advise them of my change of address. I was told that I would have to advise them in writing - a fax would suffice - a reasonable enough request. I duly faxed my old and new details to them on the 16th September, phoning them the next day to confirm receipt. I was told they hadn't been received, would I mind faxing again, which I did. Still not received. Throughout the course of the day, I faxed my change of address advice letter four different times, to four different numbers, as advised. These numbers were in London and in Glasgow, so it is beyond me how the person on the other end of the phone was checking that anything was received. Finally, after my fifth attempt I was advi
sed by a gentleman at Planet Talk that yes, it had been received (5pm 17 September). All was supposedly well until, my next bill arrived, forwarded from my previous address! I contacted them again, (16 October) explained the situation - they had no record of my new address, and no, I couldn't do it over the telephone. I again faxed my details, had them confirmed as received and requested written confirmation, which Planet Talk were only too happy to oblige me. No confirmation was forthcoming, so, on October 26 I phoned again, to check the address details. I could not believe my ears when the customer services adviser recited my PREVIOUS ADDRESS! II managed to keep calm, explained the situation once again and advised them that I would not be paying my bill (I had had the direct debit suspended) until this was resolved, which under the circustances i think is fair enough. Finally, they were prepared to accept my change of address details over the telephone, again I requested written confirmation, before I would be paying my bill. Some two weeks later, I'm still awaiting confirmation, though I assume Planet Talk/Primus Communications have FINALLY got it right..... they sent a new direct debit mandate (no covering letter) to my current address!