Complain about a product or service

Qwest DSL

Lynelle of Vancouver, WA February 17, 2010

I've had phone service with QWest for over 30 years and Internet service the past 8 years. They supplied me a modem but the phone jack kept falling out. I called no less then 3 times requesting a new one, but they insisted they don't give out modems and if I wanted a new one, I'd have to buy it. They very convientently have no record of these calls!

Also, I accepted their offers to upgrade my speed, at add'l cost of course, but found my computer was never any faster than before. Again I called with this problem, but yes, you guessed it... no record of these calls either. So after years of poor service, I decided to cancel their service, and was surprised I had a 2 year contract and would have to pay 200 for cancelling 7 mths early.

When I called and told them I was not aware of any contract, they informed me it was on my bill every month so they would not waive the fee. Ha.. who reads everything on an 8-9 page bill every month?? I, like most, checked the bottom line and made sure the dollars were correct. I was sent to a collection agency, so I contacted the Attorney Generals office for help. They did their best, but QWest is unwilling to drop the fee. As of today I will be sending my complaint to the BBC and FCC. I also plan on taking them to small claims.

Thomas of Portland, OR December 22, 2009

I called Qwest to start basic DSL internet service and was told the price would be 27 a month. Nothing was ever mentioned about a contract, I told the salesperson that I was unemployed and I wanted this to be a month by month service. I received the service but the first bill a month later was 130! The service person I talked to also told me that I could not get any refund and that I have a 24 month contract. I also will be expected to pay an increase after 12 months. I want out of this contract without paying any penalties, and how can Qwest do this legally?

Loretta of Peoria, AZ August 31, 2009

I had Qwest as my server for my computer. It kept going out (like three times in a month) They would come out and get it going for me and it would go down again. The last time a young man by the name of Angel came out and checked the back yard. He noticed when they hooked up my Qwest line they did not bury most of it. He said that my air conditioner was interferring with the line that was not buried. He did come in and got my computer running.

I was charged 100 for that call. I called and spoke to a Nickolas and he said he was taking the 100 off my bill. Next bill it was on there. I called again and they said the wire on the ground was mine and I had to pay the service charge of 100. They even said that I must have put that wire in myself. I then asked them why I would put a wire from their box to my house. They insisted I had to pay.

So I canceled Qwest and went to Cox. I get a bill stating that my account was going to be sent to a collection agency. The letter said to call and set up a payment schedule. This bill stated I owed the 100 plus 64 for the modem (which I sent back). I talked to a Chris and he said the modem had been returned and he would take it off the charges. (I worry that will not happen)

He then transferred me to the collection office and I spoke to a female and I asked if I could set up a payment schedule and pay 25 for the next 4 months and pay the 100. She said they don't do that, I have to pay it within 30 days. I told her I was no longer with them and I didn't have 100. She insisted she could not help me.

They sent me my final bill last month and it was 118.81. I sent the 18.81 in on Aug. 1,2009 and they accepted it. Then I was going to make arrangements to pay the balance of 100. I have perfect credit and I do not want this sent to a collection agency. If you can, could you please help me to convince them to accept a payment schedule? Thank You for your time.

Judy of Enumclaw, WA July 7, 2009

3 of my close neighbors have Qwest Hi Speed Internet Service and I want the service badly also. Qwest keeps telling me for months and months the cross box is full and upgrades will be done soon. I cannot get Windows updates, use the Internet with dial up, etc and need Hi Speed Internet from Qwest. They don't seem interested in adding people who living in rural areas like I do. They just give me the run around. I need help with Qwest upgrading my area!!!!!!

Arif of Santa Fe, NM June 29, 2009

Unfortunately, I am a Qwest customer. The problem is that I don't have internet since Friday (June 26, 2009) & today is Monday afternoon (June 29, 2009). In this day & age that can be disturbing, it can cost people a lot pain & sometime jobs. I work from my home office for a New York based company & not having internet for long can definitely cost me my job. If unfortunately, I lose my job because of internet service not being available, I will make sure Qwest will pay for the cost & consequences.

I am working out of a hotel/motel where I have the internet service & paying 60.00 per day. I paid for one day & I don't know how many more days I will have to pay; as, no one in the entire Qwest organization knows the time frame that this problem will be resolved.

Once this problem is resolved (God knows when), I expect Qwest to pay for my unwanted stay at the hotel, plus compensate for the mental torture that is caused by this unpleasant experience. But first thing first, get the internet working. How can an organization as big as Qwest, in this day & age allow that kinda delay in resolving the problem??? Since Friday, everyone I spoke to,gave me a different answer & time frame on the problem or the time when it will be fixed.

Dan of Albuquerque, NM June 15, 2009

They don't deliver the internet speeds they promise. Comcast is the same. sometimes, they don't even get close to the speeds they promise on either downloads or uploads. I have tested probable over 20 times, and we are not reaching even 80 %. What is my recourse? To me this is false advertising. I was even promised by the phone operator at time of purchase of the service that because they have 20Mb in the area, they could easily do 7Mb, which is what I purchased. I almost always see less than 5Mb. This is not right to advertise something that does not happen.

Colleen of Minneapolis, MN April 13, 2009

Colleen of Minneapolis MN (04/13/09)
Qwest is discontinuing its wireless service in October 2009; current Qwest customers (like me) can cancel our wireless service and switch to another provider without penalty. However, my Qwest wireless service was bundled with my home DSL service. In order to switch both to a new provider (to get a better rate with that new provider), I found out today when I called to cancel the service with Qwest, that I have to pay a 200 termination fee for my DSL service.

My bundled contract is up in 6 months--their only suggestion was that I just keep the Qwest DSL service until that contract expires. Only problem is, I already signed up with a new cell provider, and received new internet service through that company. The customer service person told me that fee is non-negotiable, and refused to transfer me to anyone above him (I asked three times). Apparently, I'll be charged the 200 termination fee no matter what. My plan is to contact the BBB and my attorney general's office. Not sure what else to do at this point. VERY unhappy with Qwest (and that's stating it politely).

I'm out 200 because Qwest is penalizing me for switching to a new company (even though one of the services they provide is being discontinued).

Neal of Tucson, AZ April 1, 2009

I contacted Qwest though their 800 number in the yellow pages. I was aware my disabled elderly mother had Qwest telephone service and was interested in helping her set up DSL with the combo package they advertise that would also reduce her telephone bill. I had asked them what would it cost and they gave me a figure. The girl said I could call back after I arrange it with my mother and we could talk to any person at the 800 number to set up at that price.

After I called back I got a different girl that started aggressively wheeling and dealing as soon as I told her what I was interested in. I told her what I was quoted (and written down by the way) but she didn't seem to care and changed the figures I was offered and added several clauses. I'm very computer literate as well so I know all the tech. terms of what I'm offered. She was also rude to my mother on the phone.

I then talked to a supervisor after a very long hold who agreed to the original terms I was offered. She said my mother would be receiving a package though UPS on the 30th of March to set up DSL. My mother called them after not receiving the promised package and they told her she had the necessary equipment already and didn't need the package to set up DSL. I had already told them my mother has never had DSL when asked and it was agreed that she would be getting the package with modem and other necessary items to install dsl and it was thoroughly covered in conversation with supervisor.

I've already spent several hrs of my work day and now I still have to call them back or my mother will be charged for something she isn't getting and should have had set up with the contents in the package. They are also overcharging my mother for service because they offer much cheaper prices to newer customers and don't tell the existing ones. I was told my mothers bill would be prorated but that also hasn't happened to my knowledge since it seems they did not fulfill their agreement. What a hassle, I can not believe this - just to set up a dsl/phone line combo package that is supposed to be a major service they offer.

Brian of Hibbing, MN March 9, 2009

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