Search for a Company by Name

Qwest

Customer Service Ratings and Comments

Qwest is ranked #162 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.36 out of a possible 200. This score rates Qwest customer service and customer support as Disappointing.

NEGATIVE Comments

37 Negative Comments out of 41 Total Comments is 90.24%.

POSITIVE Comments

4 Positive Comments out of 41 Total Comments is 9.76%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • The QWEST DSL service in the Port Orchard area is terrible. I am paying for "High Speed Internet". My speed is 812/kpbs download and 446/kpbs upload speed.
    When I call Qwest I keep getting the "everything is working fine" answer. Yet, when using SKYPE the calls keep dropping, and NETFLIX will not download movies because my "connection is too slow."
    I have bneen, once again, on hold to
    QWEST Tech Services for 30m minutes and still nothing but the recording.
    If the problem is not resolved today, I am probably going to swith services on the Internet.
    On the positive side, QWEST has provided great phone service and Direct TV. The "bundling" has saved me money. However, as most of my interaction with QWEST revolves around problems with my Internet , it makes me wonder if QWEST is providing everything they promise.

    redtrucking68 9/1/10 11:29AM

  • Qwest DSL is the worst so called high-speed internet service i have ever paid for. It hangs up and will just do nothing i don't know how many times constantly. terrible, talked to tech but they didn't do anything to help. all we can do is reset the modem. we are now constantly reseting the modem to see if it will help.

    po'd 8/25/10 7:27AM

  • Ok so I got rid of my home phone with qwest and kept the internet with them...BIG MISTAKE..this was done in Feb of 2010..It is now going to be September..they are billing and charging me for a VOIP phone that I don't have, they keep telling me that they are fixing it, every month..and yet, it is not resolved, I get a different story each time as to what the problem is!! I want to terminate my service with them, but I'm told I have to pay a ridiculous $200 termination fee..for what, for their incompetence...why do I have to deal with this every month..why can't they fix it and fix it now..they have such incompetent people working for them!!!! Does anyone have any ideas of how to get out of this, I think we as consumers should have some rights in these matters, why is it that they can keep doing this and we keep getting stuck with these outragious bills...I'm going to stop my automatic payments until they can fix it. but please someone advice as to how to get out of these termination fees, I'm so tired of being on the phone with them every month for hours on end trying to fix the problems, I would rather not have internet service at all!!!!

    Frustrated Tucsonan 8/23/10 10:27AM

  • I am very dissatisfied with your customer service reps. Today I tried to find out why I am receiving 2 seperate bills for my internet account and my terminated phone bill. I couldn't beleive how rude the person was to me on the phone. He wouldn't listen to my problem and he also made a smart remark. When I asked to speak to a suprvisior, he said "no", I am handling the problem for you. He then put me on hold and never came back.

    Anonymous 8/17/10 7:15PM

  • Quest is incompetent and unethical. They do not keep records of requests and conversations you have with them and they stick you with outrageous fees. Doing business with quest is not recommended.

    smoyle 8/3/10 6:46AM

  • I had this same darn problem,

    Jackie


    *****I too have had it with Qwest. After 42 years with the same number they are about to loose another customer. I had problems with my DSL, called for help and went through all the script that the service tech reads. How silly to ask for my e-mail, hey dummy, I am calling because I can't access my e-mail so what good will it do me for you to have my address??? I ask the tech if he thought it might be my modem, he said "NO, the green light is on so it is working". Don't believe them if they tell you the same thing. I had to set up a service call and it did end up being the modem. So not only did I need to purchase a new one, but also pay for a service call of $100. Wonder how many have had this problem, just another way for Qwest to get in your pocket.

    Gloria 6/22/10 1:11PM

    Anonymous 7/29/10 9:25PM

  • I sincerely wish I could state something positive about Qwest. However, I have never had as many problems over the years with another company as I have had with Qwest. The cel phone service I had in the past was a problem. The land line I now have with you has been a continued problem over the years. If I did not need it I would surely close the account. My present problem has been ongoing for well over two years.

    I simply want to be able to go on line and get my billing statement so that I can pay it through my online bank. You have no idea how many times you have messed this up for me.

    I now have my security code you sent me (for the 3 or 4 time). I went on line to check in to use it. You still have my old phone number listed under my online account, telling me it is no longer in service. I called tech. support to assist. I was informed by them they could not help. They wanted to put me through to billing. I have been that route before; it is a run around.

    Not only is your web site one of poor performance (slow and uninformative), it was useless to me. I have made a number of efforts to use it with no success.

    Please accept this as another one of my complaints. I will try to go to one of the local offices to see if I can get this resolved.

    Sincerely
    J.D. Hinton

    jdh123jd 7/24/10 10:37AM

  • I was on the phone today for an hour with qwest trying to get my bill resolved. First you wait for ten minutes to get a live person and you about go nuts listening to that darn recording, it makes you want to hang up,then you have to explain why you are calling while they are trying desperately to sell you on another product and then when they can't help you, you are supposedly going to be transferred and then oops you are disconnected. Had to start all over again. I think I should have compensated for the entire bill. Such service, this is what America has become. Lousy service and poor products.

    Anonymous 7/15/10 8:24PM

  • Calling for customer service is a joke. Someone in another country was telling me that my phone line was "fine". Told me several times that I would have to pay for service. Finally scheduled it and then nobody came. They called, said they'd be here first thing in the morning but still nobody came. I called again and they said they did not have access to the box. It's on the side of the house and we don't have so much as a fence blocking the house. No access problem. The tech supposedly CALLED THE BROKEN LINE but couldn't get through. No shidoobie, the line is broken you knumbskull!
    They refused to come fix the line. That's it. I guess we have to cancel service and find another provider or maybe we'll just get rid of all of our landlines altogether. Who needs this crap, really?
    Oh and about friendliness. They are extremely polite which drives me crazy. Who wants to be told "how very sorry" we are (over and over) that we're not going to fix the line.

    Anonymous 7/1/10 3:08PM

  • I too have had it with Qwest. After 42 years with the same number they are about to loose another customer. I had problems with my DSL, called for help and went through all the script that the service tech reads. How silly to ask for my e-mail, hey dummy, I am calling because I can't access my e-mail so what good will it do me for you to have my address??? I ask the tech if he thought it might be my modem, he said "NO, the green light is on so it is working". Don't believe them if they tell you the same thing. I had to set up a service call and it did end up being the modem. So not only did I need to purchase a new one, but also pay for a service call of $100. Wonder how many have had this problem, just another way for Qwest to get in your pocket.

    Gloria 6/22/10 1:11PM

  • QWEST is the MOST INCOMPETENT company I have ever dealt with. I will NEVER use Qwest again and would rather pay the ridiculous $200 termination fee than another bill with them. My bill has been screwed up for the past 6 months and they "fix" it every month. I do not have time for this incompetence nor their horrid customer service. I have no clue how they are still in business. QWEST SUCKS!!!

    Anonymous 6/10/10 3:55PM

  • I have a situation with Qwest where I had to move out of a residence because the owners decided to sell it. I had no control over that and had to move. I happened to move to a new location where Qwest did not provide service. Because Qwest did not provide service in my area, they charged me a $200 early termination fee. I spoke to several people at Qwest about the unfairness of this and they kept repeating to me that I signed the contract. So...I am punished because Qwest does not PROVIDE service, customer service or otherwise. I will never do business with Qwest again, even if I have to go without a phone or internet.

    Anonymous 6/9/10 9:39AM

  • This may not be the right place, but I wish to complain about ADSL speed to WILLIAMS, AZ. If I connect, from Brisbane, Aus. to my friend in Williams at 4pm local, video and voice, there are dropouts, reconnect using only voice, still dropouts. If we do this at 5am, [Williams time], perfect video and voice. To me, this is an indicator that there is insufficient bandwidth going this way. More people on less to be used by individuals. In the USA, I think you should place ur locale on comments to help track down bad areas where the company is skimping on bandwidth, i.e., NOT meeting obligations to provide the service contracted for!

    Anonymous 5/28/10 2:31PM

  • BEWARE of bundling with Qwest!!!! We now owe over $1,800.00 in early termination fees, months we didn't even have service and were sent to 3 collection companies trying to collect for the same thing! We get a diferent story every time we call to try to get this straightened out. I can see why Qwest almost went bankrupt. I wish they had. The bundles are a joke. Qwest is nothing but a broker who has a deal with DirecTV and Verizon to pay them first then re-bill the customer.

    Qwest_Sucks 5/25/10 1:20PM

  • Horrible, horrible, horrible customer service. No one is ever able to resolve an issue. I had service hooked up in December and they are STILL billing me incorrectly. I get a different story from everyone I talk to. No one returns phone calls. No one documents my file, and every time I call they have no record of previous conversations. Their representatives promise things and do not deliver, and the supervisors keep telling me "I'm sorry you were misinformed."

    I could go on for hours about all of the issues I have had. There are DEFINITELY training issues with all of their employees. Part of the problem is that the people that answer the phones do not even listen to you, and that is after spending several minutes going through annoying prompts and listening to their hold advertisements telling you how important you are to them.

    Maybe if they hired people that could actually speak English (and I have nothing against any other races, but come on - this is an American company and if you can't speak English you can't solve a problem) then things could be much better.

    No one at Qwest has cared about me as a customer, and I resent that. I don't know how they have stayed in business this long with their pathetic lack of customer service. Just awful.

    qwestsuxbigtime 5/22/10 11:48AM

  • I just had a very terrible experience. I have never before called Qwest customer service until today. The experience was time consuming and annoying to have to listen to the pre-recorded message for about three minutes before been connected to a real person. Why isn't customer service made simple by having a real person answer the phone? May be is time to find another compnay.

    Anonymous 5/10/10 2:46PM

  • I switched to Qwest because of connection issues with Comcast. I created an order online for Qwest's Quantum internet service and set a date for them to install the service. The day came for service to be installed and no one showed up. We called the next day only to find out that they had no records of our order and had to sign up all over again. Now every month I have to call in and have them fix my bill and get the same story "Don't worry, next month we won't have this problem". Six months later, I still have problems with my bill. They have also cut off service multiple times due to late payments because we've been told every month to disregard the last bill and just pay when the fixed bill comes. Switching to Qwest was a huge mistake!I have also experienced extremely long phone wait times.

    QwestMakesMeAngry 4/28/10 9:29AM

  • Qwest is by far the most incompetent company I have ever had the misfortune of dealing with.

    Back in Jan of 2010 I called to cancel the land line as I no longer needed it. I also asked to be changed to a cheaper DSL. The following is what I sent to these clowns, as I don't want to re-type it all over again.

    ----

    I fear my troubles are only beginning. In January I called Qwest to remove my land line, go to a cheaper DSL, and bundle my Verizon phone.

    I called on 1/8 (a Friday) to cancel the land line. No longer used it and it was sucking up $40 a month. I also wanted to go with a cheaper DSL package.

    After going back and forth I finally get what I set out to do...or so I thought.

    40 minutes later I was running out of patience for what should have been a simple service change. Person I was talking to transferred me to another dept for final approval or whatever. Being on hold for a bit, she returns and says they're not picking up and to call back on Monday to finalize. Okay, can do.

    I didn't get back to them until 1/12 (following Tuesday). I explained that I was told to call back to finish an order and gave them the order number. She said no order was shown and would start a new one.

    Okay. Fine.

    I go through the motions again and get all set up. A week goes by and I get double welcome packages and related mail.

    One shows a date of the original order...you know, the one that showed no record of being ordered. 2nd order shows a date of 1/12.


    I don't know what it will take to get this right, but I refuse to call into Qwest any more and hope to God that someone in the web department can get this straightened out for me.

    Accounts in question are 208-467-xxxx and 208-467-xxxx

    On one I'm charged 46.99 plus some lame fees. Other I'm charged 59.99 with a "savings".

    One appears I am still on a land line, when I do NOT want one.

    To reiterate what I tried to accomplish back in January and could not...

    I want the cheapest 7meg package that Qwest offers, and I was told 46.99. I don't believe it, but that's what I was set up with.

    DSL (NO LANDLINE) and bundled Verizon service. That's all.

    -------

    It's obvious they can't get anything right. I don't know how these idiots get dressed in the morning and find their way to their work cubicle. They are THAT stupid!

    Now they claim I owe 230 dollars PLUS they are holding my Verizon phone hostage until I pay Qwest.

    What can I do?

    I want to walk away and start all over with a new phone, however this number is on my business cards, website, all my contacts have it, etc. Would be quite a headache to transfer everything.

    Any ideas/resolutions, you can reach me at purplethunder21 at hotmail dot com

    Thanks

    QwestIsAwful 4/10/10 4:40PM

  • Holy smoke, what a disaster. I've been overcharged for MONTHS- had called in October to LOWER the use, the internet, the DTV. found out later the "customer service rep" who took my order actually gave me the FASTEST speed on internet, most expensive bundle, most expensive phone line, etc. Must have been working on commission. Contacted customer service and the first lady helped me figure out what had happened, however they system was down and she could not correct it herself. She left a msg for her supervisor but the fees continued. I contacted them 3 more times before I finally got someone to DO something - after paying over $600 in extra charges. I was told "don't pay your bill, you'll have a lot of credit". Account is now 2 WEEKS past due and,....you guessed it, they disconnected the DTV. Wow, what a company. At this rate they should have been run out of town already. Thieves and jerks!

    Anonymous 4/6/10 8:09PM

  • billing not open when I get home from work. No notice given to ill senior citizen re bill before being cut off (2 weeks past due).
    you hide the phone numbers on your web site. Your customer service rep on the chat was evasive.

    Anonymous 4/6/10 8:00PM

  • Month after month, I too have experienced problems with Qwest. This month, they "lost" my $120 check. By the time that they got done, it is MY fault for putting two separate checks and bills in one envelope!I am unbundling my Verizon wireless from the Qwest billing before they screw that acct up. And, BTW, Qwest never notified me that my check was missing. I discovered it myself and notified THEM, when it didn't clear the bank. It took Qwest a week to answer my email about the missing check. Then I had to talk to 2 different people in Customer Service and then make an "automated" payment because they would charge me $4 extra for the customer service agent to do the payment!
    I am reporting them to my State's Public Service Commission and Citizen's Advocate

    pjs 3/26/10 12:29PM

  • Month after month after month, Qwest keeps screwing up my bill. Every time I call, that person "fixes" it. Then I get the next bill and it is still screwed up. They always agree that it is their mistake, but I can't find a competent person that will actually get it straightened out.
    Less than 1 star in Customer Service.

    starbuck 3/12/10 12:49PM

  • this customer service is a joke. horrible. we will be switching phone service. our phones are out. it took 10 minutes to get a person & then it was the wrong department. I'm now on hold !!!! help. you do not even rate 1 star.

    Anonymous 2/28/10 5:36PM

  • Horrible--each and every time I call.
    Customer service reps are consistently surly, and for the most part, incapable of the most basic tasks. (Look up an acct number by name?! That's crazy talk!)
    In addition, there seem to be longer than usual wait times--at one point 12 minutes between talk times to the SAME CS rep. (Hope your coffee break was good!)
    I would rather have a root canal procedure without anesthetic than call Qwest.

    ColoMis 1/26/10 9:48AM

  • i waited all week to get my service connected..... never came. i call customer service and they gave me the run around.Thats not customer servuce or service.

    Irie 8080 1/10/10 9:13PM

  • This is the worst customer service I have ever received. I don't have the time to go into the whole ordeal but I will discourage anyone I can from using Qwest for any type of service.

    Anonymous 12/17/09 8:54AM

  • I called on the 21st of December, 2008 to have my DSL service disconnected. I was assured that it would be and left it at that. Four months later I received a bill for an outrageous sum of $340 or so. Immediately called customer support and was told that I never called and my DSL was shut off do to non-payment. They miraculously "lost" the recorded phone call I made and the notations on the account. The kicker is that I was told that even though my service was "disconnected" I was still being charged monthly because the service wasn't terminated. I had gone with another provider and told Qwest I would fax them the invoice I received from my new provider to prove it. I have no need for 2 internet connections. They basically told me I was lying and that I was going to be sued if I didn't pay it. Still haven't by the way. They have also stopped calling. Hopefully they figured out that I am not paying for a screw up on their end

    JD 11/7/09 11:44PM

  • I am very disappointed with the “customer service” that has been provided by Qwest. I have spent a much extended amount of time trying to resolve a problem with Direct TV. I know now that it is a mistake to bundle anything with Qwest.
    When Direct TV through a contract dispute chose to no longer carry Versus, a channel I specifically wanted and paid for a package that included. I contacted them and told them if they were no longer carrying the channel I had paid for as part of their advertised package I wanted to cancel the service. To me even if there was a contract they were not providing the service contracted for. I was hung up on; when I asked to speech to a supervisor I was disconnected. Their attitude was tough luck if you don’t like it. In another call when I said that I would dispute the disconnect fee I was told that they had my credit card number and they would get their money by billing it. I canceled the credit card.
    I received a statement from Direct TV showing zero balance. Now I have received a billing from Qwest with the disconnect fee included. Apparently you are there collection service. I have had several conversations with your “customer service” and was advised a month ago that Qwest would send bill back to Direct TV. On the bill I received a couple of days ago the charge is still showing. I called again and was told, after another extended conversation, that it did say that but it was a mistake. After the call a month ago I was called back by your “customer service” dept and advised that this was taken care of and the charge would not appear on the statement.
    When I questioned the mistake and requested to speak with a supervisor I was put on hold for several minutes and the same person came back on and said a supervisor was not available but that he had spoken to the supervisor and that the notations may have said that the billing had been changed but it was a mistake. I ended up being transferred to a Direct TV rep. I feel that I am and was just being given lip service and the run around.

    Jim 10/29/09 12:15PM

  • Of all of the companies that I do business with - I trust Qwest the absolute least. They are always changing things on there bill so they can rip customers off.

    upset 10/26/09 10:52AM

  • Qwest has horrible customer service. They promised us a Roku digital video player when we upgraded and never sent it. Call customer service? We spent hours with them and on hold. They said they know nothing and are sorry. So their employees are know nothing, sorry people. I believe it could be a scam. They told us TWICE a supervisor would call and they never did. Jerks.

    Anonymous 10/22/09 8:15PM

  • For the last 2 days my cell phone has been out of service, I found out today (thursday) after my daughter tried to call me. When I asked why to the support personel they told me it was because they needed to tell me my service will be disconnected as of the end of the month due to Qwest no longer being in the cell phone business. You have got to be kidding! These people dis my service for no other reason than thier propaganda. I have been with Qwest for over 5 years with 3 cell phones and 2 land lines. I also have the power to pull the plug on these idiots from my place of business. The modem at home, gone the modem at work, gone the 5 lines at work, gone the 2 lines at home ,gone. This company was customer committed now they need to be committed. I will NEVER use Qwest or Verison or any other company that is affiliated with ATT.

    nunya business 10/1/09 7:13PM

  • This company is scamming customers out of their own money. I have filed a complete with the FCC regarding their shady practices.

    Leah 9/16/09 12:24PM

  • I hear ya! Even their add on this website says their hours are 24/7 but that isn't true! We have also been receiving late fees for past bills stateing we owe them however, we have bank statements showing payments came right out of the account! We tried to fax the statements to them and guess what?? QWEST gave us the wrong fax number!!

    Tammy 9/14/09 5:44PM

  • Poor quality of headphones and microphones for customer service reps. - hard to understand. (This for a telephone company???)
    Lack of understanding of what different departments do in the Company. Repair does not know what Install does - Install does not know what Sales do - etc.
    Total lack of a central Customer Service to direct calls.
    Oh for the old Bell Telephone my Dad used and was so happy with. One call all problems were solved.
    Bob C

    BobC1109 8/6/09 1:33PM

  • Qwest has some of the worst customer service I've ever encountered. Every time I deal with them, it takes at least three hours on the phone, and then they only fix things when I threaten to cancel my service. Their phone menu tree forces you to repeat yourself several times, and when you do finally reach someone, they are obviously reading from cue cards and seem to be incapable of understanding that you've already tried power cycling your modem and restarting your computer. The only reason I keep my service through them is because they're still better than Comcast.

    RB 8/5/09 10:14AM

  • Your customer service dept should be open 24 /7 people work the same hours as you.

    john 7/4/09 12:52PM

  • They are absoloutely horrible. I had a problem with my bill and had to call five times in order to get it resolved and it was THEIR fault!

    dana Taplin 6/15/09 7:22AM

  • Submit your comment >>
  • my wife and I had a really pleasurable experience when he called about wireless for a computer laptop that we were going to buy;We were fortunate to talk to agent StDB,named Miranda, who had the patience and knowledge to walk us through the ins and outs of the subject. To talk to a person like this who is both knowledgeable and personable is so rare so that when we experienced it, we just had to let you know how much we appreciated it. I hope that you will see that Miranda is informed of our note

    customers 12/20/09 3:57PM

  • I spoke to Eric in customer service. He was able to schedule a service call immediately. A phone line, land line, has been having dialing sounds come in, and the problem has been unable to be fixed for years. So, the bottom line will be if the problem is able to actually be fixed or not, and what it will cost. So, the initial call and service initiation... excellent... but if the problem will ever be properly solved-- that is yet to be determined.

    ELA1 12/2/09 9:46AM

  • After hitting the pound sign about 10 times, I got to a recorded message letting me know it would be only another 3 minutes...and low and behold....I actually got a person. Get this, the woman was very courteous and did her job very well. The bad news is the piece of crap modem I bought from QWEST so I could use their internet DSL service failed after about 22 months. So I am now told, I need to go buy another QWEST modem. These idiots are telling me I need to go spend money so I can then spend money every month to use there DSL service but only after I pay for another modem. What bs. I have a Verizon air card and I will use it for $59 a month umlimited use and QWEST can screw themselves.

    Anonymous 10/8/09 8:57PM

  • 411 operator was a perfect example of what good customer service is all about.

    Anonymous 8/21/09 5:03PM



  Contact Information  
Customer Service
800-244-1111
Technical Support for DSL
888-777-9569
Complete Qwest customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Qwest customer service phone numbers and contact information at ContactHelp.com
  Get Help Online  
Get immediate support for your Qwest questions from HelpOwl.com.

Receive immediate support for Qwest at HelpOwl.com
  Boycott Company  
View all boycotts of Qwest and join a boycott today!. You can also organize your own Qwest boycott with many tools for promoting and managing the boycott.

Boycott Qwest today at BoycottOwl.com
  Company News  
CenturyLink, Qwest Post 2Q Profit Despite Weak DSL
Qwest said it has stepped up its promotional pricing, improved its customer service and bundled additional security features. CenturyLink said it will be ...
Qwest to provide nationwide IP services to MiCTA
... Qwest becomes an approved national provider of VoIP and specialty services such as managed hosting, conferencing, call center solutions in addition to ...
Former Qwest CEO Appeals Prison Sentence Ruling
... recently announced it has added Qwest iQ On Demand Interactive Voice Response service to its Qwest iQ Contact Center, call center suite of services. ...