Qwest Complaint - Does Not Deliver Internet Speed As Advertised!
TEMPE -- First off I would like to say that I have had nothing but problems with ALL Qwest services.
Let's start with the Modem:
I use my computer as a part of my entertainment system in the living room. Unfortunately the nearest phone jack is about 60 feet away and located in another room. I live in an apartment so I can't just tear up walls and install my own phone jack. So I went with the cheapest option of getting a 100 foot phone chord to connect my modem. Well, I end up getting a disconnection from my internet every 1 - 2 minutes and the modem kept restarting. I call Qwest at this point only for them to tell me that there was a temporary user ID and password. Even though I personally used my ID and password when activating the modem. After that the problem started all over again, only this time they found out that I was using a 100 foot hone chord and blamed that for my problems. They said the phone chord can only be a maximum length of 12 feet. They suggested that I put the modem in the other room using a short phone chord and then routing the modem to the computer in the living room using a long Ethernet chord. This did in fact solve that problem and burned $50.00 in my pocket.
Now the fun part. I recently ask my fiance about our internet service since she ordered it. I ask this because of all the cox commercials. I found out from her that we are paying $47.00 for the 1.5Mbps service. I gasped because our download speeds have only been at a maximum of 160Kbps since we started the service 2 years ago. (((And No, this has nothing to do with long cables or wires because we used to have the computer in the office with a phone jack only 2 feet from the computer.))) I immediately call "Tech Support" (if you can call it that) and explained the situation and my frustrations. He had me do this speed test from Qwest that "proved" that I was getting 1.5Mbps and that the 160Kbps had to do with the servers at some of the internet sites I visit. I then mentioned that that was funny because all websites I visit are that way when I download. He then had me go to another speed test website that again, proved that I was getting 1.5Mbps. The strange thing is that the results were from another ISP called BELL. Now isn't Bell affiliated with Qwest, At&T and BellSouth? Interesting.....
He explains that the test is registered by how fast the programs temporary file is downloaded and that there can't be anything wrong with their server. I then asked what file type was sent by the program. He didn't answer. I then told him that different file types download faster than others. So therefore if it sends an .iso, .zip or other compressed file, that the download speed would be in fact faster do to the extreme compression of the file. He could not respond to that. Quite frankly I think the program sends a ping and registers its response time. Then calculates and converts that response into Mbps. He then tried to belittle me and say that my computer's performance is causing the issue because it is too full of memory. I then shut him up and put his foot in his mouth when I proceeded to tell him I had a AMD 2X dual core 4200 processor with 700Gb hard drive and a Realtek 10/100 Ethernet card supported by 2Gb of RAM.
At this point he puts me on hold to "resolve" the issue for 10 minutes only to tell me that they had to "physically" change my port address to correct the issue and that no specialist will be available until the following day. He "PROMISED" me that when he "PERSONALLY" gets in that day that he would have the specialist change the port address at the server.
In my opinion, I think he said that because I had him backed in a corner and he did not know how to respond. You know, since "Technical Support" is just people reading off of a troubleshooting list.
If you get all your facts straight and show them you are computer savvy, then you will notice, every time you get them backed against the wall they put you on hold. Why? Because they have no idea what to do and go speak with a somewhat knowledgeable supervisor who tells them how to get out of big situations without actually resolving the problem.
I have been dealing with Qwest for years and this is the only way you are going to get anywhere with them. You have to back them into a corner so
that they have no choice but to fix your problem.
I will be calling back first thing tomorrow to see if anything is being corrected.
You have to be extremely persistent and curt or they will walk all over you.