Review by FenixSucks 
UPDATED: 65 days ago
member for 2.4 years, 56 visits, last login: 11 days ago
 Portland,Multnomah,OR
 $82 per month (24 month contract)
 Qwest
 "Down time is usually infrequent and short."
 "Quite possibly the Worst CS, on the web, on the phone for internet service & phone serivce"
 "Service is good as long as you don't have to contact them"
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(ratings below consensus)
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We've had landline with Qwest long before the DSL service. My experience with talking to Qwest has sucked and it still sucks regardless of what you're calling about.
I ordered a Qwest DSL service with MSN ISP package that was their flagship internet product at the time, which is the Platinum with MSN.net ISP. It is 7Mbps downlink and 896kbps uplink.
When I placed an order in 2007, I was still on dial-up, so I ordered it on the phone, instead of on the web after the sales person assured she'll have the modem shipping charge waived.
I got the modem by UPS. I installed it, and it worked great. So far so good, then I noticed a shipping charge on my bill. I called and complained and was basically told to go pound sand. I escalated to a supervisor, who restated "we don't waive shipping charge". After explaining that sales rep offered to do so, he asked who that was. I didn't write that down, but they should have that on record. Had to call two or three times before they removed that charge.
Things were going smooth for a year, then the initial discount went away at which point my bill went up to $82/mo including the very basic landline, which they don't consider as a candidate for "qualifying home phone package" for the purpose of additional discounts. At that point, I've had the option to commit to two year (early termination is $200) or go month to month. I chose month-to-month. At this point, I bought a DSL modem from a former Qwest customer and returned my rental as I didn't want to keep paying $5/mo.
I called, explained why I'm returning the modem. It was returned, rental fee disappeared from then on, good.
Fast forward another year. I'm having problem with YouTube. Some videos would not load at all and indefinitely stalls at buffering without any data flow.
I initiate a contact with LiveChat tech support. First tech immediately wanted to replace my modem under warranty. Apparently, he kept seeing that I'm still renting my modem. What kind of non-sense record keeping is that? If I let him replace it, I would have probably started incurring $5/mo rental again. [warranty is 1 year or so if you own the modem. Lifetime only if you lease it at a rip off $5/mo]. Once that was eliminated as possibility he wanted to send a tech out, expecting me to set up 4 hours free to accommodate around tech's schedule... yeah right. This CSR was incompetent. Repeatedly sent out messages with errors like "no0t" "access poin8t". many, many times. The chat is not live. This guy didn't even care to correct his typo before hitting "send".
Next LiveChat CSR was a little more proper acting, but still not helpful. Was told "line is fine, DNS doesn't appear to be an issue, and modem is not the cause since other sites work fine, I'm not sure what to tell you".
I've been having this problem for a week or so and when I posted about it on DSLR, I discovered others are having the exact same problem. The problem is not there when I connect to another access point via WiFi. One week, multiple people having the same problem, and Qwest's answer? insist there is no problem, and do nothing.
Poor customer service goes back to Qwest in general. When I had to call for some questions on landline bill, I'm told I need an 11 digit security code or something before they would talk, which is not in the bill. I was promised they'll provide that code to my landline via voicemail or mail. Never got it. Yet another Qwest example of commitment means "we do it if we feel like it".
Next time I called, I was never asked for the code. I wanted to suppress CNAM on outgoing calls, so only my number (not number + name) would go out with outbound calls. I double checked with the CSR that it is possible to get it to just send out my # without the call going out as "blocked call". Then, next morning, I realized they've put on a line blocking, which puts my line on permanent " * 67 " status.
I called back, and got that removed. I'm told what the previous CSR told me is possible is not possibly. Yet another fine example of Qwest not knowing what they're talking about.
If YouTube issue does not resolve soon, I'm ditching them. If it does resolve, I'm still going to call and gripe and demand some bill credit for the duration I was having issues.
I suspect they're going to put up a fight on that. I really dread talking to Qwest people, LiveChat or on the phone.
LiveChat is not very useful for anything non-internet related as you will be told to call 1-800/1-888 etc etc.
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