Complain about a product or service

Qwest Installation & Repair

Rob of Fort Collins, CO September 18, 2006

Rob of Fort Collins CO (09/18/06)
I requested a DSL line and Qwest installed DSL and voice, assigned a number and collected for the voice portion for two years and eight months. Recently we installed a new phone system and found out the voice was not working. Qwest determined that the voice WAS NEVER HOOKED UP, but now says they only have to refund two years of payments since the phone was out of service and there is a two year window. They claim that they can keep the other eight months of payment because I did not tell them they never hooked up the line. The line is one of four to my business and was used exclusively for DSL, was not part of our answering service or roll over service for incoming phone calls. They claim it is my fault for not discovering their mistake sooner.

They feel they should keep eight months and one week of payments for a line they NEVER INSTALLED. I think this is just wrong. The state PUC which never met a business it couldn´t protect sides with Qwest who says the phone was out of service when in fact it never was in service.

Tania of Eldorado Springs, CO September 18, 2006

Tania of Eldorado Springs CO (09/18/06)

I moved home and arranged to have my phone reconnected as well as have DSL internet. I also ordered Direct TV through Qwest to be reconnected. They arranged to visit my property on the 11th of July but told me that no one would need access to the property. My phone was not connected on the 11th so I called and was told they did need access. Another visit was arranged for my phone etc on July 20^th.

I made arrangements to be there and no one showed up between 8am and 6.30pm. I called repeatedly and was told eventually by a supervisor that someone would be there at 8am the next morning. Again, I took time off work and had Direct TV showing up during the morning but they needed a phone line. No one showed up or called. Eventually, someone from Qwest arrived at 1pm. Direct TV meanwhile couldn't come out as they were given the wrong address by Qwest, so that was reschedule for Aug 3rd.

When I subsequently called to ask for compensation, I was told I would have a month’s credit. I have just got off the phone after receiving a bill with no credit - and being on hold to speak to someone yet again who could authorize a credit. If I could change my service I would, but living in a remote area it is difficult to get other service providers.

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