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Phil of Oroville WA (08/13/08)
Qwest is offering a promotional special on a new DSL internet hookup of 14.99 for 1 year with 1.5Mbps hook up speeds. In the area that I live we cannot get that fast a speed for DSL and they refuse to honor there promotional special at the slower speed. The fastest speed available in our area is 256kbps. In other words they make us pay more money for a much worse service and refuse to offer the special promotional price because they are the only DSL service offered in our area. THAT IS JUST POOR CUSTOMER SERVICE!!!!!!!!
They discriminate with service to customers that do not have a choice of carriers. If we had other choices of carriers here they would offer the special!!!!!!!!!!!!!
Andrew of Bellevue WA (07/18/08)
On Tue 16-Jun I called Qwest to order a land line/DSL bundle. They said that there was already an active line (from the previous renter)but promised they would call my landlord, take care of it and that both services would be up and running on Friday the 19th. Friday I get the DSL modem in the mail. I hook it up but it does not work. I hook up a phone to the line and it works, but when I call my cell it comes up as a different number than I was promised. Also the long distance does not work.
Saturday night I call Qwest. They say that they can't hook up the line until the customer calls to disconnect the existing line. No one, including the landlord, knows who or where on Earth the guy on the account is (the name doesn't match the person on the previous lease). For the second time I give them my landlord's phone number and for the second time they say they'll call him and get permission to remove the active line. Monday rolls around. Still no service, so I call in the morning. They tell me that they cannot make outgoing calls so I have to call the landlord to have him call Qwest. I refuse, telling them it is not my problem, they've broken their promise and it's really their problem anyway.
Monday evening I call again, finally get to a person who again takes my landlord's number and ABSOLUTELY ASSURES me that he'll have me up and running by end of day tomorrow, and he'll take care of everything. Elated, I told him if he gave me his address I'd send him twenty bucks. Nope. Nothing. Thursday the 24th and I call in the morning. Again they tell me they cannot make outgoing calls to contact my landlord. After over TWO HOURS on the phone with them, they finally call my landlord and add him to the conversation. He cannot do much except confirm that I am the official renter and he doesn't have a clue who the person on the existing account is. I am also told that the person owes them over $800.
So, basically, I ask them: So you WON'T turn the phone off of someone who not only doesn't live here and you cannot find but owes you money, and at the same time, you won't turn on my service that you promised and I WANT to give you money. While on the phone with them, they attempted to call the old renter and left a message. At the end of the conversation it was made clear to both my landlord and I that a)if they hear back from the old renter they will immediately turn off his service and turn mine on, or b) if they don't hear from him in three days, they will put some kind of order on the account (apparently closing it) and ten business days later my service will be activated, so the latest date would be the 15th of July. Also, the DSL line will take three extra days after that.
Now it is the 18th and no service. It's been over a month. Verizon also offers land lines and DSL to my house address but I'm apparently, despite being a mile (line of sight) from a major Microsoft campus in Bellevue, Washington, in a dead zone. I've had their service since 1999 and currently have three cell lines with them, but they refuse to fix the dead zone. Naturally, I cannot in good faith reward them with more business, especially when the only reason I'm getting a land line is because there's no cell service there. So I'm without communications completely at this address.
What is the cost of my time? My frustration? What is the cost of their lies and broken promises? I am currently out of town on business and I can't even call my girlfriend at home. Why should a large, near-monopoly be allowed to operate like this without punishment?
Kevin of Colorado Springs CO (06/23/08)
For about a month now our modem has been connecting to the dsl service and then dropping it over and over and over. i can stay connected for about 10 seconds max. i have called qwest numerous times and still have the same problem after they have sent a tech out THREE times to repair, inspect, or replace something.
first time out it was the modem, replace the modem still same problem. second was phone lines in the house. replace phone lines and still same problem. third time its the box outside. repair the box outside still same problem.
Madronna of Eugene OR (05/17/08)
I ordered Qwest dsl service with a set price of 16.99 with earthlink as my isp, but when I got a call from someone I had never heard of called Earthclick saying quest had contacted them and they needed to set up my internet and charge me $20.00 per month or my dsl with quest wouldn't work, I told them I had never ordered this service and immediately called Qwest to cancel. The person I spoke with apologized and said there was something wrong with their computer system so that when someone typed in Earthlink, it actually came out Earthclick (which has nothing to do with Earthlink). They agreed to cancel my service immediately so that I would not be charged for anything, given the price misunderstanding (over double what I was quoted on the phone).
When the dsl modem I had canceled the order on arrived at my house, I called UPS and had them collect and return it unopened. I also called Qwest to make sure my order was canceled. It was not, but I received a confirmation number telling me it was canceled this time. Three weeks later I called to double check (given the history here) and when the confirmation number was checked, they said it should have been canceled as confirmed and they would back date the cancellation and remove the charge. However, only a supervisor could do this. The supervisor and her supervisor said it was impossible to cancel the order including the rental for the modem I sent back, since it was likely in a warehouse somewhere and not checked in. This supervisor and her supervisor could not understand that Earthlink had nothing to do with this and just kept insisting I call Earthlink to cancel the service Qwest was billing me for.
They refused to listen to the fact that it was Earthclick that had supposed set up an ISP for me (though no one ever set it up at my house, which they originally called to do). They said that Earthclick and Earthlink were one and the same. Obviously not, since I called Earthlink and they were never my isp, had never set up any service for me through Qwest.
Here's where it stands. Qwest says they have no way of disconnected the internet they never actually connected-- they can only keep billing me for it. I have now spent over three hours on the phone trying to get this cleared up, repeating my story all over again. Doesn't my confirmation number stating that my order was canceled mean anything?
Andrey of Meridian ID (05/12/07)
I signed up for Qwest DSL in November of 2006. in March 2007, I called Qwest because my service was going slower than dial-up. The representative offered me a deal I could not refuse. He told me that if I sign up for an additional year of DSL, I would get my service for $36.99 with a speed of 7.0mb instead of the 1.5mb that I was getting, for the remaining year and seven months.
Come April 2007 I get a bill of $50.54. I have called Qwest and was told that there is no such deal that I was promised. I even gave them a confirmation number, though that didn’t help.
Mike of Port Townsend WA (03/31/06)
When I moved from one house to another last March, I applied for Qwest DSL services. I was clear and concise about what I wanted. What I was informed of as 3 to 5 days for a new customer became 5 weeks. Their compensation was to give me a free modem and one month's service (see losses below. This past month I was turned off for non-payment and was told since they physically disconnected me I was considered a new customer and it would take another 3 to 5 days to turn me on.
While talking to the sales department to get my service turned back on she convinced me to change to MSN Internet which would provide me with faster speed for less money. The changeover was due 3 days from the date filed. Two weeks later I had not been changed over and had to call Qwest servicecs to find out why. I was told that the order was cancelled by sales and they apologized to me and, after pointing out the misrepresentation, they gave me a $200 credit (20 a month) for the contract I was supposed to have in the first place.
At this time I was also told that my current email was going to continue for between 30-90 days. Today I woke up and found my email service was shut off. When I called Qwest I was told that it was due to the changeover and that the mailbox was deleted. However, my new MSN packet had not arrived yet so I have no email. My service had not been changed over and I have to wait until the end of the day to have my service changed over to MSN 5.0. Repeatedly I have had misrepresentions from the company. Each time I get a 'sincere' apology and the promise it will be fixed.
My downtime this time with my email will cause hours of my time to fix since I am on mailing lists and servers which delete me if I am not reachable. My first problem with Qwest cost me over 200 in ovechrage charges because I spent so much time trying to get my services on.
Linda of Phoenix (8/13/02):
I keep losing a connection. I have called many, many, many, times. Each time I am told something different as to why I keep loosing my connection. One guy told me it was because the modem was too close to the computer, the next told me it was because I didn't have filters on every outlet to a phone line, another told me I needed to have the modem connected directly into the filter with that 2 inch cord, so forth and so forth. Others went as far as to reset every thing.
All "solutions" work for a brief time, yet only resulted in disconnection once again. I need to know if this is going to be a continuous problem that is common or considered normal. I have a family to raise and bills to pay, and I honestly cannot afford to throw my money away on something that is not going to provide acceptable services.
Tracy of Portland OR writes (5/24/01):
I signed up with Qwest's DSL fast internet service almost two years ago on the promise that they would provide fast, UNINTERRUPTED internet access. I was very happy with the service until recently. I moved to a new residence only a few blocks away from my previous one.
What Qwest NEVER mentioned was that if you change addresses, your internet service gets suspended at least 30 days while they "build another connection". This is not acceptable when one is supplementing their income with a small internet-based home buisness. This is not due to a hardware problem as the lines were fine - the previous owner of the house also had Qwest DSL. To compound things, my order has twice been delayed so that now they HOPE my service will be activated on May 30th (I moved on April 18). They will not guarantee this date.
Furthermore, I was repeatedly told that there is no possible way to accelerate an order - that it physically cannot be done. But now, after threatening a lawsuit for business interuption, they have transferred my case to an "Acceleration Manager" who may or may not have my order implemented sooner than May 30 (although I was told that is impossible). I have spent an AVERAGE of 50 minutes on hold the six times I have called them to try to get this resolved. Every request I've made for a direct line to a manager was denied.
Employees refused to give me their last names. They bungled my order by forgetting to send me a new modem (they claim the old one is now obsolete - although it worked fine a month ago). I asked a manager who their registered agent was to accept service for a small claims suit that I am filing - they refused to give me that information and refused to give me a name or phone number of someone in their legal department. The saga continues.
They have probably cost me $400-$800 for suspending my internet business for 6 weeks (so far), although they kindly offered me a $50 credit on my bill. My request for comp'd service through the end of the year was denied.
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