Qwest Informative - The Qwest and Direct TV nightmare
SPOKANE, WASHINGTON -- Approximately a month and a half ago I decided to call Qwest and see what their company charged for phone service. The customer service representative told me there was a package special in my area for Direct TV, High Speed Internet and Phone service. I decided to accept the offer and switch all my services over to Qwest. --This is where I made a HUGE mistake!.-- The customer service representative scheduled to have Direct TV and Qwest come to my home for the installations, in advance. She scheduled to have Direct TV come on Tuesday the 24th and Qwest, the following week, on Tuesday the 30th.
I informed her that I was currently a Comcast customer, my phone service ran through my cable and I could NOT have my phone service disrupted at all. She said quote “ Rest assured your phone service will NOT be disrupted with Comcast.” I was relieved and accepted the appointments. I had to agree upon a two year contract through Qwest and Direct TV to receive this package deal, so I did.
The 24th came around and a Direct TV Technician came, as scheduled, to install my cable. I told him, as well, that I was a Comcast customer and my phone service ran through my cable. He told me that I would not have any disruptions with my phone service. On that note I decided it was ok to head off to work . My 5 year old daughter was home with my boyfriend while the Direct TV installer was here. My boyfriend signed the Direct TV paper work when the Cable installation was complete. When I returned home from work I went to check everything out and what do you know?? My phone was not working and the modem had absolutely no signal.
I called Direct TV and told them the problem I was having. The customer service rep told me that Comcast may be having issues with their service and I should try calling them. I questioned her on what exactly does a technician do in the installation process. She answered my question with “When our technicians go out to install cable service, they do not interfere with prior cable services.”
So I decided to call Comcast to find out if there was any cable/phone disruptions in my area. The representative told me that there was not. I told her that I had Direct TV out to install cable and asked if that could be the reason why my phone was not working. She told me she was 100% sure that had to be the problem. The representative told me “When Direct TV came out they must have clipped my cable line to install the new cable.” I asked if they could have a technician come out and fix this problem for me. I was told there was a service charge and it would be about a week and a half before they could get someone to my house. There was no way I was going to wait that long AND pay a service charge to have this problem fixed.
At this point I called Direct TV. The representative verified who I was and I told her the problem I was having. She placed me on hold for about 5 minutes. When she arrived back on the line she was very sympathetic and told me the Technician that came out to my home clipped my old cable line to start a new one. This was their standard procedure. She also stated she could get someone out on Friday to get my phone back up and running, although, I may have to reschedule another Technician to come out and reinstall my cable after Qwest installs my phone/internet service. I told her it HAD to be sometime sooner. She said that was the only available time. She asked me when Qwest was scheduled to come and install my phone and internet service. I told her they were not scheduled until the 30th. She told me to call Qwest and tell them what is going on and see if there is any way they could come out at an earlier time.
So I called Qwest, spoke to a computer, verified myself, told the representative my problem and answered a few questions she had. She was also very sympathetic and placed me on hold for about 5 minutes. When she got back on the line I was told there was no earlier availability. I am EXTREMELY ANGRY at this point.
Now I decide to call Comcast back and cancel all my services. If I can not have my phone service turned back on and I have cable installed with Direct TV, why should I continue paying for services through Comcast for another week? So I called Comcast and told them I wanted to cancel all my services. The customer service representative told me that I could not make any changes or cancellations on my account because there is a port transfer contract on my account, scheduled for the 30th , with Qwest Communications. I told her I wanted to speak to a Supervisor. He also tells me the same. So I tell him my problem and asked if there was anything that he or I could do. He told me the only way I could cancel my account with them is to call Qwest and get a new phone number.
So I call Qwest AGAIN! Talk to the computer AGAIN! Verify myself AGAIN! Tell the representative my problem and answer a few questions AGAIN! I told the representative I want to speak to a Supervisor. She tells me that there are no Supervisors or Managers available and she could take my name and number and have someone call me back. Three and a half hours pass by and no return call.
I decide to call Qwest back AGAIN and I finally get to speak to a Manager. I tell the Manager my problem, answer a few questions --so he understands my problems entirety-- and he places me on hold for a few minutes. When he arrived back on the line, he is also very sympathetic. He told me he called the company they are contracted with, to see about getting someone out at an earlier time and there was absolutely nothing available. So the manager cancelled my original package order and submits a new one with a different phone number (which I did not want in the first place.) He also states he is going to waive the installation charges and give me three months of free phone service. First of all, this is what already comes with the package. I don’t see where this is going to benefit me. Secondly the original package I signed up for was going to cost about $98 a month whereas this new package is going to cost me $121 a month. What happened? I have wasted 5 and a half hours trying to resolve this problem and have got nowhere. So here I am stuck without phone/internet service for 6 more days. I would also like to mention my 5 year old daughter --with health problems-- is at home all day with her baby sitter, without phone service. If anything happens what are they going to do?
So here I am a month into the services and I receive my first monthly statement. The bill was approximately $260, I expected that because I am paying for the current month and in advance for the next month. I paid the bill in full a couple days after I received it. About a week and a half later I receive an email from Direct TV stating I owe my monthly bill. I was not even suppose to get a bill from Direct TV?? I knew I singed up for the Bundle Package Deal through Qwest so I only have one bill for my Home Phone, Internet and cable services. I called Direct TV, spoke to another customer service Representative and told her they would have to contact Qwest before I would pay the bill. The customer service rep. told me they do not communicate with Qwest and if I was signed up for the Package Deal, they –Direct TV- would not be billing me.
I called Qwest back -went through the computer bit, waited on hold and verified myself- the customer service rep. told me “When you requested to have your number changed -which I never wanted to begin with- everything must have got all mixed up with my bundle package deal. She told me she would send the request/approval for the bundle package to Direct TV and it may take up to three billing cycles before everything in combined on one bill.
I called Direct TV so they were aware that I contacted Qwest and the approval was on its way. The customer service rep. transferred me to a Resolution Specialist “To Make Things Right.” I told the resolution specialist EVERYTHING that had happened and she opened my account and gave me 3 months of free HBO. I thanked her for that. It was approximately a three days later when I had time to sit down and watch some TV, when I turned it on none of my channels were working EXCEPT HBO. I went online to try and troubleshoot the problem, with no avail I decided I had to call them back. The technician I spoke to told me “The last Representative that opened my account removed my Platinum package deal added HBO. She must have forgot the last step in the process.” So the technician fixed everything up for me.
Now here I am paying for home phone, internet and cable television individually and at normal cost. I am not receiving the discount for bundling everything and its all my fault apparently.
I usually don’t post things like this but I had to get it off my chest and I do NOT Recommend Qwest for the Bundle Package Deal they are offering right now.