Qwest DSL Consumer Reviews - Page 4

PORTLAND -- Over the last week, I have spent easily six hours on hold with Qwest. This might now seem like a lot, but it is in addition to the 12 or more hours I've spent on the phone with them over the course of perhaps 25 phone calls. I ordered DSL and they shipped what was supposed to be a free modem to me. Unfortunately, I never received it. They were nice enough to say they would overnight one to me at my work address. No such luck. Two days later, I called to get the tracking number which turned out to be nonexistent because they never sent it.

So, they again offered to overnight one to me and call me back later in the afternoon to give me the tracking number. The next day, I still had neither a tracking number nor a modem so I called again. Again, this third modem had not been sent. I talked to four different people, including the girl who said she would call me with the tracking number. She finally admitted that it had not been sent. I suggested that a field tech in the area might be able to bring me a modem. No can do.

After talking to three other supervisors (I truly believe they all think they're supervisors though none of them can get anything done), one of them finally admitted that they probably could get a field tech to bring me the modem, but they could only bring it to me at home. I was at work at the time and tired of screwing around. They then offered that they could bring it to me at home on Saturday. Well, I suggested, "If you're going to bring it to me at home, you should install it". Nope. They require a THREE DAY WINDOW for installation.

If I'd ordered the installation, at a price of nearly a $100, in the first place, I would have had my service three weeks ago. I feel as though Qwest doesn't give a rat's ass whether they keep their loyal customers or not. I'm changing to some other company as soon as my contract is up. Oh! And the free modem? They tried to charge me $60 for it.

COLORADO SPRINGS, COLORADO -- Your billing support is crap. Not only have my bills now been sent to the wrong address twice (AFTER I contacted customer service and requested a change of address PRIOR to each erroneous delivery attempt), but they don't have a recognized customer account code printed on them. They have an account number printed on them, but the fourth alpha-numeric sequence is five characters long, rather than four. The final sequence is four characters long, but does not contain a letter. Due to your sheer ineptitude, I can't even send you an email to have this complaint addressed. Why? Because your site requires that I enter a valid customer account code to send you an email.

A valid customer account code that you have failed to provide me with. When I call in by phone, your automated voice system tells me that it can't access my account, either. Apparently you've crippled your own access to my account as badly as you have mine. Here's the clincher. I was trying to access my account to determine my balance owed. So I could make a payment. Well, due to your incredibly inept billing support services, you'll not be receiving that payment until the 1st of June. You see, I can't sit around and wait for you to figure out how to handle day to day business operations. I have other bills to pay, too.

So, here's the deal, I'm paying those bills. Because I can. Right this very second. Surprisingly, those people cared enough to have a functional billing support interface. Since I can't currently access my Qwest account via phone, online, or via chat (which, incidentally your site says is available during hours that it obviously isn't), you'll just have to wait for your payment.

Maybe, by that time, I'll be receiving bills at my address, with a valid customer account code. If you want to get paid, I wholeheartedly suggest that you embrace the following daring plan of action: Mail bills to the people who pay them. Take the time to ensure that the billing information is correct. I realize that this borders on sheer madness, but I urge you to give it a go.

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 it's perfectly clear they don't care about their customers.

I signed up for internet with Qwest because of a good deal. Do NOT be fooled by this. After a month of no problems, my internet started working when it felt like it. It would be out for weeks at a time and I was constantly on the phone with technical support. Wait, I take that back, because I am a Mac user, they would immediately turn me away due to "legal reasons". I finally became fed up paying for internet that never worked and decided to cancel my services.

After being on hold and dealing with VERY rude customer service agents, I was told everything was cancelled. That is until I received a full bill in the mail. When I called, I was bounced back and forth between departments, without being told why, and spent 15 minutes on hold. I found out my services were never disconnected and I was told that they would do it and backdate my account. I have just received ANOTHER bill for services I did not authorize to be added for over 60 dollars.

I have never been angrier or more dissatisfied with a company in my life. It has given me more headaches and frustrations that I should deal with. All for internet. Do not, under ANY circumstances, sign up for any services through Qwest. You will only spend time on hold with the company trying to figure out why they keep screwing up.

I have two DSL lines for my business -- so that if one goes down I can keep operating on the other one. Two days ago, both went down. I got on the phone -- no help at all. Best suggestion -- "both modems, entirely coincidentally, went down at exactly the same time". Next day, both came back, all by themselves. Actually they weren't totally down. If I waited long enough, then clicked "view source", I did get some content. On rare occasions, I could get something to show up on the screen.

Then tonight, same problem. Very snippy Qwest representative told me that the problem is that the static IP address I've been assigned is wrong, and tomorrow morning I need to get it switched to another static IP address. This is, of course, absurd. And, two of the people I talked to said again that both modems, very coincidentally, went down at the exact same time. Problem is, it's a monopoly. There's nobody else to talk to.

This is the worst company I have ever dealt with! Unfortunately, there's not many choices in this area for an affordable internet. You would think that in a country that prides itself on being the world leader you would have more choices. A free internet is available to the citizens in some less "technologically advanced" countries, but here I am left with no choices but a terrible company named Qwest.

Where do I begin? From the start they screwed up my order. I ordered the service without the modem, for which they were trying to charge almost $200. I said, "No, thank you", and went and bought it in the store for $50 bucks. But Qwest still sent another modem and promptly charged me for it (plus $19.99 for shipping). When I called, they said "it was a mistake, just send it back, and we'll issue the refund, BUT FOR NOW it's best if you pay the amount in full so it doesn't appear that you missed the payment." I said "okay" and foolishly paid the amount.

It's took me over 5 months after I shipped the modem back to Qwest to get my "partial" refund. You know that this company has one of the most confusing billing practices. I had to spend countless hours to get some of the money back. The way they were calculating the refund was outrageous. I could not figure out if they were mathematically challenged or if they were doing this on purpose. And there's much, much more to complain, I just don't want to go through the entire list.

I have dealt with Qwest internet service on 3 separate occasions. Every one of them was a living nightmare. If you have to cancel Qwest service, forget about it. They'll hound you, promise you lies after lies to stay with them and if everything fails--they will cancel your service and continue to bill, hoping that you are an idiot and will pay. You have to do more work to get even more people involved before you can successfully walk away.

I bought a modem and returned the rental ahead of deadline. It took them six months to issue me the $50 gift card for the modem purchase. They kept saying they never received my rented modem and charged me for it. I had to involve 5 different people, provide my UPS tracking and delivery information and finally was "promised" a credit will be issued... still to come.

Their bundled billing is another scam to confuse the heck out of you when you try to review your statement charges. DirecTV and Verizon are their co-conspirators in the bundled billing scam. Their prices are outrageous for the speed you get, their 6-month promos are simply a dangling carrot to soak you later with much higher charges and their customer service agents are well trained to confuse and argue with you--so the issue never gets addressed or resolved. Comcast is a much better option for anyone who wants peace of mind and ethical business practices with their service provider.

The internet service provided by them is terrible. First, I had 1mbps. That was OK - mediocre at best. Then I upgraded to 20, and they didn't bother to tell me I would need a different router. After weeks of frustration, I called and they said they would send one. They sent the wrong one. 2 weeks later, the correct router arrives. But it wasn't working, and a repair specialist had to come out and fix it and set it up. EVEN AFTER ALL THAT, my internet is incredibly slow, unreliable, and is hands down one of the worst purchases I have ever made. I'm moving to Comcast. At least for the money, they will actually give me service.

On December 31st, I came home to a disconnect notice from Qwest for a late payment (about 10 days late) and I did not have Internet service. I did not call Tech support to complain because I knew why I was disconnected and this happened once before. So I decided to end all business with them. I didn't get around to making a phone call to end services until January 5th. The kind representative told me that my closing statement would be adjusted and that I would not be paying for services for January, since I was disconnected. She said that a block had been placed on my account.

Today I got the closing statement in the mail for $78.77!!! My last bill, which was for services until December 25 was $52.51 (still, ridiculously overpriced after the promotional fees ended), which means they are charging me an extra $26.26 for services I didn't even use or have! The disconnect notice says that my services would be disconnected on December 30th, and Customer service claims they did not actually disconnect my services until January 5th. But I did not have internet service from December 31st until January 5th when I made the call to disconnect.

They are claiming that there is no existing record that my internet was not working and because I didn't call tech support, they cannot verify that I didn't have services during that time. In other words, they won't re-adjust my last statement and are charging me $26.26 because I closed my account and want to suck every nickel they can out of me.

I live in an area that is serviced by Cox and Qwest. Cox has high speed internet, while Qwest only offers extremely low speed connections. So of course, I have no choice but to go with Cox if I want to actually make use of the net.

I have called Qwest about once a year since I moved here and asked them if they plan to upgrade the lines into my area. I get the exact same answer every single time. "We currently don't offer high speed internet connections in your area, but we're working on it. You should have it available to you soon."

Four years on, and I get the same song and dance every time. I'd switch all my services to Qwest in a second, IF they could offer acceptable connection speeds. Cox has failed me so miserably, I was to drop them. But I can't - Cox has a monopoly on service in my area. Come on Qwest! Get up off your ** and upgrade this area already (Phoenix)!!! There's no excuse!