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Qwest DSL / qworst - screwed customers up!

1 United States Review updated:

I was waiting for three years to get DSL in my outland area, it finally became available late last year. I requested their ISP DSL service.

However, I found out that after years of having no long distance service (did not want it or need it because I have cell phones) the automatically put me into their long distance service. My proof was to have them see if any long distance calls have been made and naturally none were; therefore I stated I want it off and I'm not paying for any of this mistake from day one. My next concern was my email, why wasn't I getting any service? Here is my horror story for those who are contemplating broadband access through QWest.

My modem arrived by mail, I had to install it myself --- the software kept failing --- the Ethernet connection wasn't working --- the instructions stated the letter in my package provided my UserId/Password (NOT). Qwest had to come back twice in the same day to set up the phone lines for DSL communication --- they never told the serviceman what he needed to do and the work order he had was all screwed up. How or why I have a MSN/Hotmail account and two completely different UserID's and Passwords is beyond me --- it took nearly a month to get my mail, then all I could do was receive -- a few week later, after talking to some ###s in India for about the tenth time, I gave up and started looking at the situation myself --- I discovered that re-enabling my Windows firewall allowed me to finally send email --- no thanks to QWorst. Try importing your old delimited address files or a straight copy and see how much fun you have --- I lost my connection over a week ago --- tried both automatic and manual installation --- nothing worked --- by the way if you expect to use your automatic CD installation again, go to the CD under "SupportFiles" and run RemoveQC.exe --- otherwise you will be using the manual installation forever --- also you better hope you know who the hell you're provider is and all the special little things QWorst forgot to tell you or you will be going back and starting over and over.

Finally, after 6 days a serviceman showed up and troubleshot the connections and system --- he discovered, after swapping out the DSL modem, that everything started working again --- note however if you do get a new modem, don't forget you have to reconfigure it with you're QWorst UserId/Password --- its also a good idea to do a "ipconfig /release" from the "DOS" (Command prompt), then do an "ipconfig /renew" --- this should reset you're DHCP address --- then all will hopefully be well. Oh, try and get an email complaint to these people --- it's so much fun conversing back and forth with nitwits --- I hope for Qwest's sake they drop the overseas customer support or they're will soon come a time when support won't be necessary --- people have only so much patience. We are all going the Cell-Phone route and the Ma-Bell days are fading fast. Just so you don't think I'm just an isolated, unsatisfied, and frustrated customer, I tell you I have 27 years experience in computers, mainframes, mini-mainframes --- Web, Enterprise, antivirus, and other servers --- database and systems administration and I have a degree in computer science and networking. Qwest made the wrong decision tree and the branches are breaking everywhere!

Va
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Comments

  • Ru
      23rd of Jun, 2007
    0 Votes
    Qwest DSL - Misleading advertising
    United States

    In October 2006 we changed from Dial-Up internet access to the Qwest offer of DSL Bundle Package for a price of $26.99 for a lifetime. The add indicated that the service would be up to 1.5Mbps. Instead we only received 256 kbps and after repeated calls are told we just have to wait until faster service comes to our neighborhood. This is interesting as our neighbors across the street have at least 1.0 Mbps up and down as well as a neighbor about 100 yards north of us who has service even better than that.

    I do not believe that Qwest is being forthright with their customers before hand and I find it hard to believe that I get a service that is 1/4 less than my neighbors yet I have to pay the same monthly fee. I repeatedly am told that they have to wait for more customers to get me and the others on a faster hub, yet Qwest cannot tell me when this will happen. Recently, I was told that I could go around and petition other neighbors who currently do not have DSL and perhaps this would speed up the process. I will not do this!

    I continue to see ads on TV and in the newspaper which state that Qwest DSL provides "blazing speed", even faster than COMCAST cable. What can BBB do about this?

    Thank you,

    Rudy Drautz, a disgruntled customer of Qwest

  • Ri
      18th of Jun, 2011
    0 Votes
    Qwest DSL - Wrongfully turned account over to collections agency.
    Qwest
    Washington
    United States

    To Whom It May Concern,

    I cancelled DSL service with Qwest in February 2011. At the time that I cancelled, I was told that I would not have to return the modem because I had purchased it. This made sense to me, as I had easily paid for value of the modem several times over during the many years I was a Qwest DSL customer.

    However, a couple of weeks after I cancelled my service, Qwest sent me UPS shipping labels to return the modem. I dropped off the modem at UPS on March 28, 2011. I have delivery confirmation from UPS that states that the package was delivered to Pueblo, CO April 4, 2011 at 1:34 PM and signed by DOUGLAS.

    On May 13, 2011 Afni sent me a letter stating that they were a debt collector attempting to collect a debt on behalf of Qwest. When I called Afni to discuss the letter, I was told that the debt was owed for the modem mentioned above. I told Afni that I would like to dispute the debt and provided them with the UPS tracking number, which shows proof of delivery.

    I received another latter from Afni May 24, 2011; which stated that Afni had verified the debt was valid, and intends to continue to pursue collection of the debt.

    On May 24, 2011 I contacted Qwest customer service and talked to someone who gave me the ID KLMason. She told me that she worked in Qwest Billing, and that she could not find a record of the returned modem; and that there was nothing else she could do.

    I am finding that in every detail in this matter, Qwest has shown poor customer service ability. From telling me that I would not have to return the modem, to turning the account over to a collections agency to denying that they had received the modem, despite the clear UPS paper trail from me to the Qwest facility in Colorado; it is difficult to find anything that is not disappointing about Qwest in this matter.

    I have begun to pursue legal options with Afni. The federal government is very clear about what those options are. It seems that I could pay the amount requested, but I returned the modem and I believe the facts are clear in the matter. I would have no reason to lie under oath regarding such a thing, particularly because Qwest sent me shipping labels; but also because the modem is essentially worthless, not only to me, but also in the general sense the value of the device in question in year 2011. The federal government has various mechanism in place to protect honest consumers like myself from being harmed in circumstances such as this.

    Regards,

    Name Removed

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