Complain about a product or service

Qwest DSL

Andrey of Meridian ID (05/12/07)

I signed up for Qwest DSL in November of 2006. in March 2007, I called Qwest because my service was going slower than dial-up. The representative offered me a deal I could not refuse. He told me that if I sign up for an additional year of DSL, I would get my service for $36.99 with a speed of 7.0mb instead of the 1.5mb that I was getting, for the remaining year and seven months.

Come April 2007 I get a bill of $50.54. I have called Qwest and was told that there is no such deal that I was promised. I even gave them a confirmation number, though that didn’t help.

Mike of Port Townsend WA (03/31/06)
When I moved from one house to another last March, I applied for Qwest DSL services. I was clear and concise about what I wanted. What I was informed of as 3 to 5 days for a new customer became 5 weeks. Their compensation was to give me a free modem and one month's service (see losses below. This past month I was turned off for non-payment and was told since they physically disconnected me I was considered a new customer and it would take another 3 to 5 days to turn me on.

While talking to the sales department to get my service turned back on she convinced me to change to MSN Internet which would provide me with faster speed for less money. The changeover was due 3 days from the date filed. Two weeks later I had not been changed over and had to call Qwest servicecs to find out why. I was told that the order was cancelled by sales and they apologized to me and, after pointing out the misrepresentation, they gave me a $200 credit (20 a month) for the contract I was supposed to have in the first place.

At this time I was also told that my current email was going to continue for between 30-90 days. Today I woke up and found my email service was shut off. When I called Qwest I was told that it was due to the changeover and that the mailbox was deleted. However, my new MSN packet had not arrived yet so I have no email. My service had not been changed over and I have to wait until the end of the day to have my service changed over to MSN 5.0. Repeatedly I have had misrepresentions from the company. Each time I get a 'sincere' apology and the promise it will be fixed.

My downtime this time with my email will cause hours of my time to fix since I am on mailing lists and servers which delete me if I am not reachable. My first problem with Qwest cost me over 200 in ovechrage charges because I spent so much time trying to get my services on.

Linda of Phoenix (8/13/02):
I keep losing a connection. I have called many, many, many, times. Each time I am told something different as to why I keep loosing my connection. One guy told me it was because the modem was too close to the computer, the next told me it was because I didn't have filters on every outlet to a phone line, another told me I needed to have the modem connected directly into the filter with that 2 inch cord, so forth and so forth. Others went as far as to reset every thing.

All "solutions" work for a brief time, yet only resulted in disconnection once again. I need to know if this is going to be a continuous problem that is common or considered normal. I have a family to raise and bills to pay, and I honestly cannot afford to throw my money away on something that is not going to provide acceptable services.

Tracy of Portland OR writes (5/24/01):
I signed up with Qwest's DSL fast internet service almost two years ago on the promise that they would provide fast, UNINTERRUPTED internet access. I was very happy with the service until recently. I moved to a new residence only a few blocks away from my previous one.

What Qwest NEVER mentioned was that if you change addresses, your internet service gets suspended at least 30 days while they "build another connection". This is not acceptable when one is supplementing their income with a small internet-based home buisness. This is not due to a hardware problem as the lines were fine - the previous owner of the house also had Qwest DSL. To compound things, my order has twice been delayed so that now they HOPE my service will be activated on May 30th (I moved on April 18). They will not guarantee this date.

Furthermore, I was repeatedly told that there is no possible way to accelerate an order - that it physically cannot be done. But now, after threatening a lawsuit for business interuption, they have transferred my case to an "Acceleration Manager" who may or may not have my order implemented sooner than May 30 (although I was told that is impossible). I have spent an AVERAGE of 50 minutes on hold the six times I have called them to try to get this resolved. Every request I've made for a direct line to a manager was denied.

Employees refused to give me their last names. They bungled my order by forgetting to send me a new modem (they claim the old one is now obsolete - although it worked fine a month ago). I asked a manager who their registered agent was to accept service for a small claims suit that I am filing - they refused to give me that information and refused to give me a name or phone number of someone in their legal department. The saga continues.

They have probably cost me $400-$800 for suspending my internet business for 6 weeks (so far), although they kindly offered me a $50 credit on my bill. My request for comp'd service through the end of the year was denied.

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