Complain about a product or service

Qwest Installation & Repair

Guillermo of Hereford AZ (11/05/07)
My phone line goes in and out of service, especially during the mornings (for the last month) This week has been by far the worst though. We are a home based business and it has been quite frustrating. We have two lines. In one week we have called 10 times. At one point I asked the rep, if they were going to credit me for all the times my phone was not working she told me she doesn't deal with that and to call the business center, and she purposely hanged up on me.

Sean of Puyallup, WA October 1, 2007

Sean of Puyallup WA (10/01/07)
Before moving to a new residences I had called Qwest and asked if there was service in the area that we were moving and was told that yes there was, but we have had no service since we moved in. I started a communication thread with Qwest in March regarding the lack of coverage and was told the the engineers would have to make an assessment of the area, and that it would take some time. I called back every month to get an update and was told by the engineer department in Aug that yes there was a lack of coverage in my area even though I was within 5 miles of 3 towers and that there was a plan in place to put additional towers in the next year.

At that point I told Qwest that because of the lack of coverage that the phone plan was doing me no good because I couldn't make call out or receive calls in within a block of my house and that I would like to be released form the contract. I was told that because they didn't have coverage that I still needed to pay 400 dollars to be released from the family plan. after many calls over 3 week with them and spending over 6 hours on hold within that time I was able to get out of the contract but it still cost me 150 dollars.

I find it appalling that after being a loyal Qwest customer for over 8 years that I was still given such a hard time getting released from a bad contract and being made to feel as if it was somehow my fault that the services was not working.

Ed of Aberdeen, WA September 18, 2007

Ed of Aberdeen WA (09/18/07)
A number of months ago I sign up for a package deal with Qwest. There were disagreements and communication proglems galore after I saw my first bill. We got things worked out after a number of phone conversations over a few days--or so I thought. One aspect of the package never materialized. My DTV bill was supposed to be 'bundled' into my phone bill but never was.

Cathy of Colorado Springs, CO February 2, 2007

Cathy of Colorado Springs CO (02/02/07)

In November, I called Qwest to report a loss of service on my phone. The service rep clearly indicated that it didn't appear to be my individual line. (Less than 10 minutes after my call, I noticed a service man on the telephone pole on the corner. He said he was working on a call from a neighbor across the street.) Later, Qwest billed me for almost 90.00 for "repairs." The repair bill didn't appear on my January bill; I found out about it when I got a collection notice a week after I had paid the January bill in full.

When I called, they said they had "split" the bill to avoid cutting off my service! I called, the representatives were unhelpful, and they said there were no supervisors available (although I got two different stories about why none were available), and when I said I would take the issue to the FCC and any other agency I had to, their attitude was a disinterested "go ahead." They said a supervisor would call within 24 hours. No one called.

I have now been referred to a collection agency, have threats to cut off phone service, and have spent 10.00 for certified letters to the collection agency protesting the charge.

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

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