 Review by msj 
UPDATED: 353 days ago
member for 5.5 years, 1239 visits, last login: 3 days ago
 Fort Collins,Larimer,CO
 Contract price not specified.
 Qwest
 "Reliable service, Great Bandwidth, Good Tech Support (during day)"
 "Bad Tech Support (during late evening, night)"
 "Very pleased"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings above consensus)
|
I have the Qwest.net premiere 7M down/ 896K up service. It's been working great for me. The one time I had serious problems (my line card at the DSLAM started disconnecting me all the time, supposedly a fairly rare failure mode) I had both good and bad results when calling tech support. When calling tech support in the late evening or night I believe I was connected to a support center in another country. I don't have a problem with that (well, except that sometimes I have trouble understanding the words being spoken), but I don't think they have been trained as well as the tech support folks here in the states. They repeatedly asked the wrong questions, came to bad conclusions, tried to make me do things that made absolutely no sense, etc.
When I called during the day, I was connected to a support site somewhere in the U.S. Both times I got someone who really knew what they were talking about, asked the right questions (ones that made sense in relation to the symptoms I was seeing), and came up with some good possibilities of where the problem was.
So, I can't say that my experience is really statistically significant, but I'm going to try to make all my tech support calls during daylight hours in the future. Here's hoping Qwest trains their foreign support centers better in the future. First level support should all be working from the same set of documentation. If I call with particular symptoms I should get the same exact diagnostic questions and the same suggestions of how to proceed. That wasn't my experience.
Edit: Just wanted to note that the quality of my DSL service continues to be great. Down times have been extremely rare and short. I rarely see any degradation in throughput.
Followup comments: | Forums » comments on review of Qwest.net |
|
Qwest.net
(34)