Webmissc
@atgi.net
| Not as great as I once thought I've been with Qwest for years as a phone company and about 2 years as a DSL customers.
All in all they are OK...but their tech support bites. They are the most mindless drones. I had a horrible time getting anything fixed. I'd get these weird errors and their only advice was "uninstall your modem" or something else. That was always their solution. After numerous calls on the same exact error message, they still acted as though it was a problem on my end. I knew the specific errors and would call -- still getting the "reinstall..blah". Finally I would say "no thank you, it will be resolved soon, as usual" and hang up on them. Within the day I was able to connect fine...they never once told me to try later or maybe that it was a temporary problem. They even read on the log history how often I called for the SAME exact problem.
About 6 months ago Qwest switched me over to MSN...so I still have to deal with Qwest, but have to call MSN for tech support. The speeds jumped up by 3x after the switch...I rarely had to call with problems. It was bliss!
Until about 3 weeks ago...my speed dropped back down to what it was previous to the migration. I called and they said they would look into it. To make a long story short, after speaking with about 25 people in billing and tech support, talking to Qwest, having MSN call Qwest, checking my line, my PC and my modem...every possible aspect -- after they closed tickets which they claimed were fixed problems, after qwest called and said I was wrong and I am paying EXACTLY for what I am getting...hours upon hours on the phone and about a billion times telling them my problem very bluntly -- they found the problem.
THREE WEEKS!!!! and they come to the conclusion, most lamely, that while I can get the speeds I've been getting for 6 months I am not guaranteed it and I am paying out the butt for something I *might* get. They said "maybe they added more users to your area..I'm really unsure, but you are getting what you are guaranteed"
It's been the most horrible experience in my "ISP life". I am looking into a new provider ASAP and I advise those who are looking into Qwest/MSN as a DSL provider to check all your options first. Customer support is high on my list and they don't meet that standard by a long shot. I never once received an apology for the hassle...they were mostly very rude about the whole situation. |
