Cancellation Primus: Easy Method

What is Primus

Primus is a Canadian telecommunications provider that offers residential services including Internet, home phone and mobile plans across multiple provinces. Availability, speeds and specific features vary by region and by plan.

How to cancel Primus

• Log into MyPrimus and follow the account/cancellation options, or contact Primus customer support to initiate cancellation (web login or support request are the primary channels listed by Primus).
• Request and record a cancellation confirmation number or reference, and note the date and time of the request for your records.
• If cancelling mid‑billing cycle, confirm the prorated charge for time used; Primus states it will charge only for the portion used.
• If you have Primus equipment, arrange return within one month of cancellation to avoid being billed for the device’s value; get and keep proof of shipment/return receipt.
• If you expect a refund or final credit, ensure the request is made by the account holder and confirm the refund method and timing.

What happens when you cancel

When your cancellation is processed your service access will be terminated according to Primus’s account procedures; timing can vary depending on the cancellation method and any pending billing period. If you cancel mid‑billing cycle Primus indicates charges will be for the portion of service used during that cycle.

Equipment obligations remain after cancellation - unreturned equipment can be charged to your account. Check your contract for any term commitments or possible early‑termination obligations specific to your plan.

Will I get a refund?

Billing refunds can be requested only by the account holder and will be returned to the original method of payment where possible (credit card refunds are credited back; direct debit similarly refunded). If the original payment method is unavailable, Primus may issue a cheque. Processing times stated are up to five business days for credit card or direct debit refunds and up to four weeks for cheques.

Refunds for final billing adjustments depend on account status, outstanding fees and whether equipment has been returned. If equipment is not returned within Primus’s timeframe you may be billed for the device’s value, which can reduce or eliminate any refund.

Primus plans and pricing

Your consumer rights in Canada

Under Canadian telecom consumer guidance, customers may escalate unresolved disputes to the Commission for Complaints for Telecom‑television Services (CCTS). Primus explicitly references CCTS as an escalation path for complaints that the provider cannot resolve to the customer’s satisfaction. Keep records of all communications and reference numbers if you file a CCTS complaint.

Customer experiences

Public reviews and complaint reports highlight several recurring issues: service outages and reliability problems, missed or failed installation appointments, billing disputes and difficulties completing cancellations. Many accounts describe billing continuing after a cancellation request or confusion about equipment return obligations. There are fewer documented positive reports in the dataset; experiences appear to vary by region, service type and individual case.

Documentation checklist

• Account number and full account holder name
• Date and time of cancellation request and confirmation/reference number
• Last bill and recent payment receipts (showing payment method)
• Equipment serial numbers and proof of return shipment/tracking number
• Copies/screenshots of web cancellation or support chat transcripts and any email confirmations

Common mistakes

Customers commonly fail to get or keep a written cancellation confirmation, which makes disputes harder to resolve. Not returning equipment within the stated timeframe frequently leads to device charges and reduced refund amounts. Another frequent mistake is allowing someone other than the account holder to request refunds or changes - refunds typically must be requested by the account holder. Finally, assuming immediate service termination or immediate refunds without checking processing times can lead to surprise interim charges.

Comparative recap

After cancelling

After you cancel, keep all confirmation emails, return receipts and final bills. Monitor your payment method for any final credits or unexpected charges and follow up promptly if there is a discrepancy. If Primus cannot resolve a billing or service complaint to your satisfaction, you may escalate to the CCTS - gather the documentation above to support your case.

Helpful links: Primus main site: https://www.primus.ca. Commission for Complaints for Telecom‑television Services (CCTS): https://www.ccts-cprst.ca.

Address

VIA DELLE STELLINE 1, 20146 MILANO (MI)