Qwest DSL

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Everything about Qwest and now ... I cannot even email someone there, wow, what a shocker !
Posted by on
Dear Quest,

Recently My internet was shut off for non payment.
I called to see if there were payment plans avail but there were not.
I begged to at least have phone service as I had sent in enough to cover that at least.
They left my telephone on. (Uhm because I sent $75 a week prior)

Later I called back to humbly beg and ask for some type of help as much of my University homework is done online as well as my banking and other business (items for sale, my only income) My daughter has online work as well.

Nothing could be done and no one was able to help me. Finally my mother helped she had the credit card and I scrambled to find some money and paid the entire bill - I owe her now. Either way
The internet was restored. I was able to use it for approx. One day.
I was behind in my homework and business dealings online (due to the original problem, but able to catch up IF Qwest restored service like they said they would)

BUT... the next day, the Internet was shut off again ! For non payment!!??
I called quest only to be linked to some guy in the Philippines. I could not understand him. Nor do I understand why if you want our American dollars to pay for your American business, you would outsource to some poor sap that can hardly communicate with your customers. It is a slap in the face as I see it. Especially after your automated system repeatedly tells me what a valued customer I am or when one of your representatives tell me 'we appreciate your 7 years of loyal service' (considering they keep shutting me off) EVEN after I begged borrowed and stole to PAY YOU and you had no other options for me - a struggling single mom, going to college, trying to save my aunts home, mortgage and taxes (as I live here) etc...
It seems arrogant and thoughtless, redundant even to have an automated system continually tell me that I can 'easily go to the wonderful web site to fix any quest issues', WHEN IN FACT THAT is the reason I am calling to start with.
So I finally call back, but this time I get smart. Instead of pushing 5 for tech support or help, I push #1 (purchasing ordering new products and services) Knowing that if there is money involved (incoming accounts rec) Someone WILL answer and it will be someone who speaks English.

So I do get some decent help (again the good help seems to come from Logan Utah) I am not partial by the way, I don't particularly love Utah, but your call center up there in Logan - ROCKS and I am sure it has nothing to do with you or quest.
Either way he tells me that there is a problem with my account for non payment. I tell him that even though I have used the library, computers at school etc ... I paid for the Internet and was depending on it for several reasons, DEADLINES FOR DESPERATELY needed scholarships and entries that I CANNOT MISS...but now have, as I waited all night hoping they would turn it back on as promised.
You see .... there was NOT or at least no longer a problem with my account, it was indeed PAID.
The problem was on your end, it seems 4000 people were referred to collections today and no one knows why or how, but several reps told me after several calls that I made to them - that my account should be fine and it will be restored soon. 2 - 24 hours. But that 24 hours would be almost out of the question and not to worry.
1. don't try to sell someone something if their account is supposedly in default ????
or if they are having serious issues with services, there has got to be some discrestion don't you think?
2. I see that if you are tech a non paying customer (on your comp records at least) one will be sent to another country for crappy service.
3. and don't it just beat all hell that you would continually suggest using the web, OVER and OVER again when the majority of people are trying to call and get help with just that?
4. another thing, your automated system sucks. I am a mom with kids and dogs and TV's going, homework and cars that pass by on the street, so if or when I breath deep, or the automated phone system hears the neighbors dog bark it gets the wrong message and forwards to wrong departments, starts the menu all over again or simply hangs up on the person. can you imagine how frustrating that is on call 5 or 6 and you are really trying to get someone before 5pm, or you have already been patient for 30 minutes and heard enough 'buy Qwest, buy big, buy now, go to the website, we value you, so buy Qwest and buy it now, bla bla bla".

5. Of this crazy stressful insane and sad week, I have spent approx 6 hours wrestling with your company, your automated system, your reps and their fake apologies and AND their suggestive selling as well as reps that I cannot even understand, nor do they understand our language and slang - not even some of your own terms. I think you owe me, really ! I think you owe me a paycheck and one for damages as well.
One of your reps offered me free 'faster' Internet service for ONE MONTH. That was funny to me - there is nothing free with you people, heck even what I paid for I can't get today and I know ... oh boy do I know ... that if I DID accept that offer and was unable to CANCEL it at the right time (you know ... between 3 and 3:10, on Sunday) I would end up paying for it one way or another.
6. On top of that, even though I used other computers and recourses, I missed out on several thousands of dollars for scholarships, awards and the like because I was dumb enough to believe quest, to believe that when I paid you good American cash money that when I got home I could finish my much needed requirements for school and the scholarships/awards.
The bill was paid on or about the 28th of this month, and today, this morning, the 31st it worked so why would I even imagine it wouldn't (that it would be sent to collections AGAIN and shut off) be able to use the same Internet 3 hours later ? Losing all of those potential opportunities and monies???

You are so out of touch with reality, so out of touch with your actual customers and the view from this end of the business transaction. You are greedy or too busy or something. You must be listening to 'advisors' and statistics and advertisement agencies all of whom are out of touch as well.

Just the thought of calling quest for help is overwhelming and a pain in my ass !!
You are probably losing so much money for the transfers, the outsourcing that we Americans will refuse thus calling quest again several times that day and adding to the workload of others etc ....
It probably takes 7 outsourced employees to do the job of one American - really !! so in effect you are losing far more than you think in my opinion. Just no one is telling you that because they are profiting off of you somehow.
*Don't tell people they are 'valued' if you will not work with them on a payment plan.
*Don't thank them for their loyalty before during or after you are denying them service they have paid good money for.
*don't use the same 'sell sell sell ' recorded message on your damn automated 'on hold' recordings - it really doesn't help, it makes people desensitized and angry. I have a few better Ideas that would double your profit in 2 years.
By the way, have you ever heard the ''Xerox, Bill Gates Microsoft'' story? I am sure you have, you haven't heard though that my grandmother worked for Xerox in those days (one of the first female tech's) anyway, she was a direct witness - rather primary source of information concerning that terrible mess. I just wonder how many up and coming people you are really patronizing and irritating with your spearmit-ment.

I have lost much due to you and your company this week, even AFTER I busted my butt to make sure the money was in your pocket and I was doing what was required of me. I don't have any other place to go in order to get my work done, apply at these deadlines, submit the required things AND I spent most of my time on the phone with your people (scratch that) with your computer systems and foreigners as well as your automated system and 'on hold' message.......

So it is about 10:00 pm and I am watching a lot opportunities go down the drain - I cannot even send this to you (It is in word pad and I will send it via email when - IF my Internet is restored)

My problems are monumental, just in general and I cannot believe this is happening.

Cut to this morning... Feb. !st, Still no internet and I had to call AGAIN, and be on hold, AND talk to the financial dept AND be apologized to as well as have someone try to SELL ME SOMETHING AGAIN !! Making me late for school. Is there no common sense in your company? Do you skip that part when you are training them to sell sell sell, apologize, 'understand' sell sell sell? AGAIN I am told there was yet another mistake and that she would make sure it was turned on today, I come home at 1:00 and yes, it was on, but not after missing several homework assignments, only after my bank account gets in trouble as I could not manage it from the online account I set up. Only after my daughter missed a few of her home work assignments and we both missed deadlines. Most extremely important as I NEED the grants for college (I live below the poverty level and what I did have for gas money and school needs, was sent to your pocket - (I get that, I really do, business is business right?
So let it be that, business and keep the financial and social advise to those experts, I don't need your reps telling me to borrow money or take out loans, first of all : Uhm like it was a news flash to me that borrowing was possible, second it's none of their damn business and three, if it is obvious I cannot pay bills, do you suppose it should be the advice of your Christian based company to tell me to go into more debt? Or ..... the worse and later, try to sell me something after 4 days (2 weeks actually) of not being able to get the basic services from your company that I ordered in the first place ... having them shut off for non payment twice, after the bill was paid.
Yes there are 'glitches' in the system, in life for that matter so you may want to just blow this whole incident off and blame the glitch, but meanwhile, what unfolded while trying to fix the glitch should be your major concern...........

Long story short - You guys really aren't paying attention and your technical stuff it is only costing you money, your scripts are bull and unwillingness to work with people in hard times will be remembered for eons.

I write for a local paper, a good one and I am moving up in the 'world' :)
getting my degree and I have written in the past about charity, forgiving of debts, good companies that help the community, where and how to contribute, who to pay attention to etc ......
I am just a 'little head' on the totem pole right now, a single broke mom going to school and still succeeding (even though I had to deal with you all week)
I thought some of you might like to actually know the real statistics, the real story and how it sounds on 'our' end, the customer, and what your lack of actual business sense is doing to so many people.

Is someone playing games?

Patty Musgrove

Resolution Update 02/04/2011:
well it seems enough people at quest have read this and addressed it. so I say it is resolved. but I don't know how to find the 'contact us' or 'talktous at quest' whatever - another hour or so of my time .... so, and ... yes ,my account is challenging (rocky history) always struggling to pay the bill .... at least I was heard. I complain (not for ego sake) but because I assume companies want to know where there are issues. Some of the answers I have heard are just more 'lip service' some are excuses like - 'well if you press #1 you will get the wrong dept." and I am like : well DUH... did you not see my whole entire point? the small business dept at quest was very helpful :) very helpful. He seems to be a smart guy and really actually did something that helped ME.
so yes... I guess it is resolved .
PS The people/reps in the Logan Ut office ROCK ! They are sincere, courteous, and get things done without 'ego' games or taking a call personal (yes, omg some call centers do that... use customer irritation as a way to get their rocks off for the day) but Logan rocks :)
Company Response 02/04/2011:
Dear Patty,

Please accept my sincerest apologies and I want to let you know we do appreciate your patronage. Although with out your account information it is challenging to comment on your specific situation and I would LOVE the opportunity to address it and get a fix in our process that obviously failed you in your time of need. If you will email me at TalkToUs@Qwest.com “Attention Rich” in the subject line, I will contact you directly and review all the details personally for full resolve if you are willing to do so. As a company obviously we want to grow our business but recognize that nothing is perfect and there is always room for growth, thank you for bringing your situation our attention so that we can do so.

Rich @TalkToQwest
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Qwest Sucks....Sucks Hard
Posted by on
I ordered Qwest WIFI service for a small apartment complex that I manage - was told that all they could do was 3 megs @ $90 per month. I agreed to that - no worries.

Got the bill - they tapped me for $372.65.

Here's how it broke down:

Qwest Installation charge + Qest Office Basic (whatever that is): $149.99
Service charge for First Jack (wtf?...): $110.00
Broadband BUS 3m/640k: $9.99
Charge for service not previously billed: $8.50
Charge for service not previously billed (again!): $0.53
Qwest Broadband: $93.00
Taxes: $0.64

I called them up. I explained that I had not been quoted anywhere close to $279 just for the friggin' install. Mr. Useless (name changed to protect the idiot) explained in so many words that I could either pay my bill...or pay my bill, and go away.

I just got a quote from a competing company - $25 install.

Qwest.com: You got me. You got me good you [bleepers]. But one good lick is all you're going to get. I'm canceling your sorry arses before the next bill comes due. If you're thinking of buying anything from Qwest, do some homework. You can get a better product for less elsewhere. I learned that just a little too late.

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Stay Away From Qwest!!!!
Posted by on
We have been a customer of Qwest since 2007. When we first moved into our apartment we were told we had to use Qwest. No big deal, right? Wow, if I would have known how horrible it would be to deal with Qwest there is no way I would have signed a lease to move in the first place. They are absolutely unresponsive, rude and terrible. To begin, we first used Qwest internet in our home office. The internet was constantly down, and it would take forever to get someone on the phone, and if you could sit through the 20-30 minute wait you would typically get transferred around to several representatives that "were sorry for any inconvenience" but couldn't help you with any solutions.

Further, we also bundled my business phone line through Qwest. Since then we have discontinued the phone service because of the terrible representatives. We continuously had billing errors. And when I did finally disconnect the service, they tried billing me twice. Thank goodness I kept good notes.

They also decided in 2009 to provide our complex with a "complimentary internet upgrade", but what they didn't tell us was that it would take 5 visits to get it right, and that you didn't have a choice. Our internet was down for several days, which they said they would reimburse us for (still haven't seen that credit), and I had to take 2 days off of work to sit at home for a 4 hour period waiting for them to show up. The first appointment of which they showed up an hour and a half late to, but tried to justify by saying "they were with other customers".

Not too long ago my husband bought at HD TV. Since we utilized Direct TV for our television services this wasn't an issue. Come to find out that for HD TV there were centralized dishes around our apartment community that we had to use. Oh no, call Qwest for TV too. Well, unfortunately we didn't have a choice and now our TV is through Qwest as well. We had never before had a problem with Direct TV, until now. Qwest yesterday provided our complex with a "complimentary upgrade" and needless to say our TV isn't working today and the quickest they can get someone out is on Tuesday of next week, and we have to be home between 8-12. So once again I get to take time off of work so Qwest can fix another problem. The first representative I spoke with this morning was rude, wouldn't give her name, and hung up on me. I spoke with our leasing office who also called Qwest and told me that she fared no better. She was also a product of the Qwest solution of "I don't know what to do and I don't want to deal with this, even if it is my job, so I will just hang up on you".

I called back a second time and spoke with a gentleman, Curtis, who was pleasant and put me in touch with his manager Tony. Tony assured me he would look into it and would get back to me. He did call back to say that they had to switch out the boxes at our home (which we have had less than 2 months), but he didn't know when they would be doing that and that he would call me back later. However, it has now been 3 hrs without a call back. Tony has left for the day, and there is no manager on duty. I spoke with another rep, Jeff T. in Boise, ID who was absolutely worthless, and kept trying to tell me my problem was with Qwest not with him and not to take it out on him. Someone really should explain to him that he works for Qwest and is a representative and all the customer is asking for is solutions. I didn't raise my voice, but did repetitively ask "what they were going to do to make this right" and all he kept telling me was that he wasn't authorized to do anything, and there was no one working at that time that was authorized. Fortunately, we are moving into a house in less than a month. There is no way I will use Qwest for internet, phone or TV. I can't wait to go back to cox for internet and phone service and Direct TV for TV. I can't wait to get away from this terrible company, with their terrible customer service. If you have a choice... stay away from this company. They will give you nothing but headaches, and cost you money.

Thanks for letting me vent.
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What's Going On Here?
Posted by on
LOGAN, UTAH -- Here is a copy of the email messages between me and Qwest and I wonder why it has esclated this far.

RE: Qwest.com Customer Support (Phone)‏
From: ****** ****** (******_******@msn.com)
Sent: Fri 5/22/09 1:25 AM
To: corresp@qwest.com


Thank you for your prompt reply of only waiting ten days before providing contact of any sort. A Qwest technician already came to my apartment complex and repaired whatever was wrong by fixing something in the box outside of the building.

If an email address is john_doe@msn.com then you should be able to figure out that the person's name is John Doe and if your system will not allow you to find a phone number and other contact information by referencing a name then Qwest is in more trouble than I thought. If you are to thick to figure this out then you shouldn't be working in customer service and if you're just being obnoxious through procrastination then you shouldn't be working in customer service either. Maybe another career might fit better. Can you say "Do you want fries with that"?


> From: corresp@qwest.com
> To: ******_******@msn.com
> Date: Thu, 21 May 2009 14:25:38 -0500
> Subject: RE: Qwest.com Customer Support (Phone)
> ******
> Thank you for your recent e-mail inquiry to Qwest. I apologize for the delay in responding to your e-mail. Please provide your telephone number plus the 3 digit customer code and I will be glad to help you.
> Sue
> Qwest Customer Care
> Consumer Markets
> www.Qwest.com
> -----Original Message-----
> From: ****** ******[mailto:******_******@msn.com]
> Sent: Monday, May 11, 2009 4:41 PM
> To: Qwest Support
> Subject: Qwest.com Customer Support (Phone)
> ----------------------------------------
> First Name: ******
> Last Name: ******
> Primary Phone Number: --
> Am I a Qwest Customer? Yes
> 3 Digit Qwest Account Number:
> E-Mail Address: ******_******@msn.com
> Contact Preference: Phone
> Description: 5/11/2009
> Customer service representative:
> Last Friday night I noticed my internet connection was slow and my land line telephone had static so today I called the customer service department for Qwest and it turned out to be a real headache.
> Getting past the automatic phone reception system, the static on the phone lines, giving your representative the wrong number, being transferred and put on hold numerous times, and finally being disconnected when I was trying to talk with a representative who had a strong accent was a little too much for me. I called back on my T Mobile cell (which has always worked fine) and was transferred again until I talked with someone at the ****** office.
> Now I could be wrong because of the communication difficulty but think I was told that an eighty-five dollar fee is applied if the technician has to come into my apartment for repair. That's understandable but think I was also told that it couldn't be determined if that fee would be assessed or not at the time the request was made. What I don't understand is why a check can't be done to your equipment outside at your expense without charging me. I had this same problem before and it was repaired by Qwest without charging me. After asking to have my telephone disconnected I was told that would increase my internet service bill by five dollars a month because of a discount. Great discount! It's more of a customer service return guarantee for you than a discount for me.
> I'm not responsible for the phone bill now so the least expensive and best option for me is not to use Qwest except for contracted internet service. I'll be ending my telephone and internet service as soon as my contract expires and referring everyone to any company but Qwest. T Mobile has been good for me so I think I'll refer everyone to them.
> Land lines are becoming dinosaurs and soon will be extinct as will your
> business with me and probably many other current Qwest customers.
> I hope your day is as bad as mine has been.
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Shocking Experience
Posted by on
TUCSON, ARIZONA -- I have encountered a similar shocking experience with the Qwest service as the writer of another review!

After I had ordered a bundle for HD TV, Internet and Phone service from Direct TV (who had no problem with my request!), I had to call Qwest to inform them of the installation date - Qwest had to come for the internet part of the bundle. I already had Qwest telephone service but, with the bundle, my cost would not have been as much.

All I was seeking was an alternative service to replace the expensive Comcast that I was signed up with.

When I called Qwest, the associate told me that Qwest could offer me the same package at a lower cost. I was told that it was because Qwest had better promotions than Direct TV and therefor I should order the package from Qwest. This meant that I had to cancel the order with Direct TV (will not get into that conversation!!!!!!!!!) and needless to say, they wanted to convince me to stay with their order. After a conversation of almost 90 minutes, the associate cancelled my order.

When the technician arrived, he walked in with a problem. Only 4 receivers instead of 5 like my order was! I had to call Qwest to check their order but, the phone number that was left on my message, was not the right number. I had to talk to the Business Office. They could not talk to me for at least another 30 minutes because of other customers who was calling in! (most probably more complaints!) The request to me from Qwest "please call back in at least 30 minutes!" How ridiculous to have the Technician hang around for 30 minutes!????

In the meantime, Mr Tech called Direct TV and they were kind enough to let me have the fifth receiver installed for free. Mr Tech could proceed.

After 4 hours of installations, he explained to me how to operate the remotes. I asked hom about the extra sport channel that I ordered and, (was I surprised?) it was not on the order! Another Qwest mistake. Also, the sport channel that the Qwest associate recommended (with rugby and cricket, that is why I want it!) did not have either of the two sports! He told me what to order.

I asked him about the internet service and he said that UPS or FedEx would most probably deliver a modem within the next day or two. However, my gut feeling told me to call Qwest and check with them what the next step would be to have the internet service in place so that I could cancel Comcast. Again, first call was to the wrong phone number (provided by Qwest!) and eventually I spoke to the next "wrong" associate/department for my inquiry. He did however tell me that there was no order for internet service on my phone number! (another Qwest mistake!!!!) He got the Business Office on the phone who then told me that internet service was not available at all!!!!!!! This was what she said: "How do you expect us to give you a service that we do not have and does not exist?" I told her that it did exist a week ago when I spoke to an associate who gave me a confirmation number for the order of all three services! At this stage the Qwest problem was made my problem because now, I was the one that was stuck with a 24 month contract with Direct TV without internet service - this I had to get from Comcast and then, my monthly cost for the three services, would have been more than my cost with Comcast! After another conversation of at least 30 minutes, I was put on hold while she was going to find out if they could find a solution. In that time (waiting) I had time to take a shower, get dressed and do my make-up!!!! I was still listening to the advertisement recording! She eventually came back and suggested that they would (mind you!!! the voice tone made it sound like a favor!!!) ask Direct TV to remove the equipment without any cancellation cost to me!!!!

Before I could ask her to please call me back with the rest of the information, she put me back on hold and that is exactly where I was when I had to leave for my appointment. In total my hours spent on telephone conversations amounts up to at least 5 hours and the installation this morning was from 11am until 3pm.

Please just take a hint from my experience and be extremely careful when you deal with sales people that work for companies without being fully informed about what they can offer potential customers. I have had it! Enough is enough! I will definitely change my telephone provider. I would be surprised if I end up without any cost for the disastrous incident!

Seems as though, "The customer is ALWAYS WRONG" is the motto!
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User Replies:
Anonymous on 03/27/2009:
I guess Comcast is not so bad after all, huh?
Starlord on 03/27/2009:
I agree, Ken. I don't know why, but we cannot get either Qwest/Direct or Dish Network where we live in Washington, so we signed up with Comcast. We are very happy with the TV/phone/internet service, especially having been ripped off by Qwest in Arizona to the tune of $500 for a paperweight in the shape of a mobile phone. I wouldn't walk across the street to spit on Qwest if it were on fire.
madconsumer on 03/27/2009:
ken and star, both helpful answers.
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Promised, Billed, And No Delivery... Qwest And Follow Through...
Posted by on
GRANTS PASS, OREGON -- I live in an geographic area with limited to no cell phone reception to my home... And the only DSL carrier and landline provider in the area is Qwest...

About two months ago, in response to advertisements to save money via bundling services, I made my first mistake: I called Qwest to ask about their bundled services. And, I ended up bundling, supposedly getting three features bundled -- saving me money, of course -- plus 300 minutes free long distance per month -- and we canceled my out-of-state long distance carrier while we were at it (me being assured multiple times by the person doing that, that I needed to do nothing further -- he did ALL the canceling). Well, not much really happened after that phone call... Caller ID, a new bundled feature, never worked. The old long distance company continued to bill me. I continued to be billed by Qwest for in-state long distance. I am not sure if the over-all cost of my phone bill was reduced at all...

In the meantime, thinking positive, I called Qwest to get the caller ID working. Well, again, supposedly someone worked on that but not successfully. Qwest blamed the lack of caller ID on my equipment -- some of it new within the last year, having and certainly capable of caller ID... ( i.e. good equipment from a reliable company).

Having not learned my lesson, I decided to complain to a Qwest customer service representative who, again, tried to save me money by making some changes to, this time, my internet service. To my complete satisfaction, the next bill from Qwest was lower but not for long: This month the bill doubled...

Again, thinking this matter could be fixed, I immediately called Qwest. The representative I spoke with tried to fix things -- I think. I'm not sure. I was having grave doubts about Qwest by this time. After being placed on hold for the third time while she tried to "dot all my 'I's, and cross all my 't's", I disconnected the call. This woman was beginning to sound like the first woman with whom I spoke -- the one who bundled the first set of services two months ago with little result. Who knew what I would really get and how much I would be charged this time around? I wasn't going to chance it.

After hanging up and (a) considering the situation for some time, (b) getting connected to Qwest Internet service where I could study my bill and change services myself if need be, (c) investigating other possible phone and fast speed Internet carriers in my area (no solid options there), and (d) finally finding this site and learning that, indeed, I am not alone, I realized I was being charged for a change in Internet service THAT I NEVER GOT. And what's new with that... I didn't get the other promised services either; however, I also didn't get a big bill paying for services that didn't exist unlike this time.

So this morning, I phoned Qwest. When the automated service answered my call, I relentlessly pushed 000000s until I was put through to an actual person. When that person wanted to assist me, I gave him no information despite his persistence other than "Connect me to the billing department." Of course, he did not transfer me to the billing department -- I expected this boggled response.... after-all this was Qwest where boggling is standard practice and the customer never gets what she wants. I KNEW what I was dealing with: Perfection in service is NOT what they are building their reputations on...
But, the next person did connect me to the billing department. I explained my case to the billing department. I was being charged (since Nov. 1) for a service I had not received. The billing representative looked. He saw. And he actually verified that "she" had, indeed, disconnected one set of services but never connected the new services (par for Qwest), that I was being charged for a change that had never happened and, in fact, I should not have been charged for even if it had happened... So, the billing representative indicated that he would credit my account, change things back, not charge me next month, and even save me some money ongoing every month, AND give me some confirmation numbers that, indeed, these changes were taking place.

Well, of course, promises are promises... And we all know Qwest. Promises are their stock in trade; it's follow through that's iffy.... well, maybe even.... rare. So its wait and see for me (and I will check out my account on the internet, too, to see if any changes were made.... charges dropped, etc., etc.) before I know what actually took place this morning. Perhaps I will actually pay Qwest less and get at least what I used to get before I bundled... and got nothing, anyway. In the meantime, there may be hope coming in the form of a new broadband service to my area... connecting phone and internet... And perhaps I can finally bail on Qwest... I know the technology is out there... I am dreaming of one of those small satellite dishes attached to the house with a flow of signals connecting me to the internet.... talking through the computer... I know this can be done... It's out there somewhere... and for a reasonable price!
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Wrongfully turned longtime customer's account over to collections agency.
Posted by on
OMAHA, NEBRASKA -- To Whom It May Concern,

I cancelled DSL service with Qwest in February 2011. At the time that I cancelled, I was told that I would not have to return the modem because I had purchased it. This made sense to me, as I had easily paid for value of the modem several times over during the many years I was a Qwest DSL customer.

However, a couple of weeks after I cancelled my service, Qwest sent me UPS shipping labels to return the modem. I dropped off the modem at UPS on March 28, 2011. I have delivery confirmation from UPS that states that the package was delivered to Pueblo, CO April 4, 2011 at 1:34 PM and signed by DOUGLAS.

On May 13, 2011 Afni sent me a letter stating that they were a debt collector attempting to collect a debt on behalf of Qwest. When I called Afni to discuss the letter, I was told that the debt was owed for the modem mentioned above. I told Afni that I would like to dispute the debt and provided them with the UPS tracking number, which shows proof of delivery.

I received another latter from Afni May 24, 2011; which stated that Afni had verified the debt was valid, and intends to continue to pursue collection of the debt.

On May 24, 2011 I contacted Qwest customer service and talked to someone who gave me the ID KLMason. She told me that she worked in Qwest Billing, and that she could not find a record of the returned modem; and that there was nothing else she could do.

I am finding that in every detail in this matter, Qwest has shown poor customer service ability. From telling me that I would not have to return the modem, to turning the account over to a collections agency to denying that they had received the modem, despite the clear UPS paper trail from me to the Qwest facility in Colorado; it is difficult to find anything that is not disappointing about Qwest in this matter.

I have begun to pursue legal options with Afni. The federal government is very clear about what those options are. It seems that I could pay the amount requested, but I returned the modem and I believe the facts are clear in the matter. I would have no reason to lie under oath regarding such a thing, particularly because Qwest sent me shipping labels; but also because the modem is essentially worthless, not only to me, but also in the general sense the value of the device in question in year 2011. The federal government has various mechanism in place to protect honest consumers like myself from being harmed in circumstances such as this.


Name Removed
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Alain on 06/20/2011:
A lawyer might be interested in helping you with this. Contact one for a free consultation and see what they say.
Rebecca on 07/12/2011:
Qwest has tried to get a $200 ETF out of me for internet service. I objected
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High Speed Internet???
Posted by on
The ad on TV says that Qwest has 'Heavy Duty, High Speed Internet Service'. Not true! I have had their so-called Heavy Duty, High Speed Internet Service since just before Christmas(2010) and I have to say that there is nothing Heavy Duty OR High Speed about it. It's much slower than the Comcast service I gave up due to high price. It has been freezing-up several times a day for nearly a month and when I call to complain I get the run-around, left on hold or hung-up on. They have burned a bridge with me.

I won't continue with their service since its perfectly clear they don't care about their customers.
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Skye on 04/08/2011:
We love our high speed DSL from Qwest. Since you don't like it, or think it's fast enough, change to another provider. That's the great thing about Qwest, you are not locked into any contracts.

trmn8r on 04/08/2011:
Which level of DSL do you have? The lowest DSL speeds (which I have) don't compare with cable, I believe.

It sounds like your main complaint is poor customer service - from your description they haven't been able to help you figure out this freezing problem. That's a shame. Good luck wherever you end up.
Qwest on 04/14/2011:
Hello this is Steph from Qwest, I'm sorry to hear about the trouble you've had when calling in and your speed issues. Please email me at talktous@qwest.com with your billing phone number, billing address and best contact number. Thank you

Stephanie Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”
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How To Get Screwed By Qwest 101
Posted by on
I've been with Qwest for 6 years and more or less had no problems with them until I decided to order a high speed Internet. I place an order online on March 9th and purchase supplemental equipment with that which I pay for on the say day with my credit card. A week later my modem is not there. I call QWEST, they tell me there was internal error, we apologize and all, you will get it in 3 days. OK, deep breath... Tree days later, no modem, call again, a lot of sorries, this time will send for sure - expect in three days... Double deep breath, ooooookk... Three days later, my goodness! it's still not there - well by now I am ready to sue the whole Oregon - they promised this time to send it on the same day and expect it the next day. Well, the big news - IT WASN'T THEIR NEXT DAY BECAUSE IT WAS NEVER SENT!!! Finally, it took like 5 representatives, multiple calls back and forth and emails, it got there 20 days later. And 5 days later showed up a bill that haD charges on it for the equipment I already paid for online like 25 days ago. I call yet another representative and he tells me basically I will be charged twice but refunded once, half the price. And, he hung up on me.

I talked to another representative and asked for the manager - she assured me she can help me - sounded like she did, but hey! - I haven't seen the changed bill yet. How many people and days did it take for the company to send me one little modem?

Who does business like that I wonder? Chicken house has more order than that! And to think that I waste my money and time on business like that!

What gets me the most is when they screw me over like that repeatedly and then have the guts to ask me if I want to buy TV and cellular services from them. To that I say, 'ARE YOU KIDDING ME???!!'
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Starlord on 04/06/2011:
I have a Master's in Getting Screwed by Qwest. Because I was a 'good customer,' I was offered a special deal on a cell phone from Qwest once. On receipt, I tried to activate the phone according to the directions that came with it. I called the Qwest number and told them the phone did not work, and wanted an RA number to return it for exchange. They fiddled and farted around and never sent me an RA number, finally telling me the phone was mine, and if I did not pay for it, they would turn off my home service. So I ended up paying $500 for the world's most expensive paperweight, and the only thing I got every time I tried to use it was a recording that I was "not authorized to use the Alltel network." I found out too late to get in on the suit against Qwest Mobile by the Arizona Attorney General. We finally ended up donating the phone to a program that sends cell phones to military personnel.
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Qwest doesn't deliver, accept for early termination fees
Posted by on
I had had telephone service with Quest for 19 years. I would think I would be exempt from any early termination fees. Then I changed my service and eventually deleted the telephone altogether and used only their Internet services, but every time I asked for a change on my services they set themselves up a whole new contract, which would make me eligible for an early termination fee. So I got wise, and on that last change I told them I would pay more per month so I would not have the early termination fee.

I had a whole lot of trouble with their signal for Internet. I was knocked off at times or had very low signal almost all of the time. I called many times and talked to their tech support. Each time I called it took an hour or so, at least. They would often do something on their end which bumped my signal up for the rest of that day, then the next day it would be down again. I was calling day after day. They sent a tech out to check the computer and lines 3 times, and none of those times corrected the problem. Then they told me my modem was now old in comparison to the new technology they were using so talked me into purchasing a new modem, for around a hundred dollars or so. That didn't do it either. I was fed up and by then we were planning on moving. So I disconnected the service, and what to my amazement - an early termination fee appeared on my bill. I called and they told me that when they set up a new contract for the Internet line they did set me up to pay the full amount without the contract, but he second time I called tech support I was set up for the lower amount and the contract took effect. I did not know about this, and now that I have moved and am living with someone else, and have no need of their services they are billing me, after 19 years of service, for an early termination fee and it has gone to collections.
And considering their billing- don't even get me started. I had to call them every month for mistakes they made.
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trmn8r on 02/20/2011:
You say that you "got wise". Do you feel it is wise to let a bill go to collections?
Anonymous on 02/21/2011:
Trm-I guess these days we should just let companies screw us over, and just take it and pay the bill? Id fight it too.
Qwest on 02/21/2011:

I will look into this early termination fee issue for you if you email me your Qwest account number.


Corey Tidwell
Talk To Qwest Team
talktous@qwest.com Attn. Corey
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