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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 July 18, 2008
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 June 23, 2008
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 May 17, 2008
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 May 12, 2007
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.
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