Qwest Customer Service Complaints - page 2

User Reviews, Ratings and Comments

Qwest customer service is ranked #568 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.02 out of a possible 200 based upon 238 ratings. This score rates Qwest customer service and customer support as Disappointing.

NEGATIVE Comments

227 Negative Comments out of 238 Total Comments is 95.38%.

POSITIVE Comments

11 Positive Comments out of 238 Total Comments is 4.62%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Qwest

    Customer Service Scoreboard

    • 30.02 Overall Rating
      (out of 200 possible)
    • 227 negative comments (95.38%)
    • 11 positive comments (4.62%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.9 Reachability
    • 2.1 Cancellation
    • 3.8 Friendliness
    • 2.3 Product Knowledge

Add your review! Return to the main Qwest customer service scoreboard page

Posted by Anonymous


I had lost internet access. Over the course of a week and a half my connection became more and more intermittent. Qwest came out, did a couple of hours of work outside my house, came in and installed a new router - for free since the old one was less than a year old. I called my ISP to get back up again only to learn that Qwest had switched me from dsl to fiber optics WITHOUT either a request from me or even mentioning it to me. I've been without internet for more than two weeks. Now Qwest is giving me the run-around about switching me back to dsl. I need to keep my email account - I am a professional - or I'd consider switching to Comcast or ANYONE besides Qwest.

Posted by Anonymous


Have had Questlink for one month. I was sent a bill for $189.00. I've spent well over two hrs. on the phone with them to get it to wk. Guy came today. Fixed everything. Until I turned my laptop on tonight. I can get to certain pages like this one if I do a search but can't get to any of my regular sites using the address task bar except for facebook, the first place I went to upon starting my laptop. I can't take it anymore.

Posted by Anonymous


i would like to get the customer service number but the numbers that i have gotten are either disconected, or he line is busy.

Posted by prairiewind


We signed up for Qwest services and my daughter had her purse stolen which had our phone in it. We called Qwest and had the phone cancelled due to it being stolen and instead of cancelling it they placed a hold on it. We continued to be billed for the phone in excess of $1,000.00 which Qwest refuses to refund even though their records show we cancelled this phone several years earlier. We tried to NOT pay on the phone and got sent late fees and threatened with a collection company. We cancelled all our phones with Qwest and got nailed a early cancellation fee of $300. I HATE this company, they rip people off and even though we talked to the woman in person who cancelled the phone, she stated she could not do anything about the bill and neither will her company. This is CRIMINAL!!!! THEFT!!!!!

Posted by Klak


WARNING!
I am a PC technician in a small town here in Idaho. I have found with more than one Qwest customer that when Qwest changed to CenturyLink, they did something very strange to the connection speeds. ADSL (Asynchronous Digital Subscriber Line) is ALWAYS faster on the download than on the upload (which is fine, because of the way the TCP/IP protocol works), but, in these cases, the download speed was LESS than the upload speed!!!
So, a 1.5 Megabit connection was showing something like 449 DOWNLOAD, and 605 UPLOAD!
Needless to say, their internet was performing very poorly. When I called Qwest DSL Tech support (888-777-9569) the woman explained that Centurylink had done some "Network optimization"!!! YEAH. What they did was save bandwidth for 6 MONTHS! I told my customer to call and complain, and she did receive a proper credit / adjustment to her bill. To check your DSL speeds, open your browser (Internet Explorer, Firefox, Google Chrome, Safari, etc.) and type in this address: 192.168.0.1. You will get a configuration page, and along the left side, it should show you the connection status. A 7 Megabit connection should show something close to that, like 6743 MBits DOWNLOAD, for example. If your Download is LESS than your upload, you have a problem! Sometimes, turning the DSL modem off, waiting a few seconds, then turning it back on, will help.
If not, call them! 888-777-9569.

Posted by chouchou


I just had a chat with Qwest customer service because i couldn't understand my bill and the guy was rude and not helpful at all.

Posted by danieljay1964


As a business owner I decided to cut expenses and one place to cut was finding a more affordable internet/phone provider. After contacting a new provider, I was asked to look over a bill to provide some info. Apparantly, there is a 300 PER LINE early disconnect fee if not fulfilling the contract. So, I called them to discuss as I remember getting a reduction and agreed verbally to 3 years thinking it was only a 300 total fee for early disconnect. Well, they refused to talk to me because my name was not on the account (my wife's was who never agreed to anything as I handle all the business tasks). I asked if my name isn't on the account.. how could they have a verbal commitment to change the service. The rep told me I was wasting my time talking to him as I wasn't on the account. He did say however that the payment of any bill is agreeing to the service. Problem is.. I never see the bill. .the accountant sees it and if I had know it was 300 PER LINE I never would have agreed. What a rip off. I'm cancelling my service regardless. Comcast offered me a package that is over 100 per month cheaper, 50 dollars a month off my home internet and tv service which basically over one year pays back my 900 dollar early termination fee and I still make save 300! Over three years I will save nearly 3300 dollars by switching to comcast. I'll pay short term.. save long term. Talk about turning off your customers.

Posted by Paladinforhire


How long would it take for quest/centurylink to disconnect you because of no payment? The reason I ask is because I disconnected my service and paid the balance in full. However quest still kept me connected and after 4 months put my account in collections. Not very profesional.

Posted by UtahDan


I was on the phone for 38 minutes last night and also in the chat help twice and still got nothing resolved. Today I had to make three different calls and still have problems (although one person on the phone did solve one of my problems). They say that the transfer from Qwest to CenturyLink hasn't been completed and that is why two different account numbers appear and why I am unable to access my account information online. They say by the end of the year, but I thought the merger was made some time ago. Why would it take so long to transfer account information ? I've been a Qwest customer for over 27 years, but am seriously thinking of cancelling and going with another company. So much for the improvements that the merger was going to bring. (I still don't know if I will ever be able to have normal access to my account information online and I don't think that any of the customer service representatives even care :()

Posted by Nancy


This company is horrible beyond words.
This is the second time that I have been without phone service for days within the past year. I cannot get a live person this time (I cannot call them now because I am at home and no phone service. My cell (Verizon) has awful connection and drops calls.)
The first time I was able to communicate online (this time I get the message "this page is unexpectedly unavailable) and they wanted me go agree to pay for the repair. I live in an apartment building and nobody else's phone was affected. The problem was not with my phone because I tested it with a corded phone and it did not work either. Finally, my phone began working 4 days later. I told them that I lost service during a lightning storm but they just wanted to to say I would pay for any wiring problems.
I hate this company. I am going to get Comcast or AT&T when I move. Also, I am paying so much money for my phone and internet service that I am going to change that service too.

Posted by Discussed to say it mildly


can't reach a live person, can't get through the website easily, can't even pay our bill without it being a major time-consuming pain- this is our Internet provider??? time to find a new one!! after being on hold for minutes and minutes the gal that answered the phone call disconnected me from the call when introducing herself!! now I get to start all over - people, please get some quality control - your service is a joke.

Posted by Rob


DO NOT even think about doing business with CenturyLink (Qwest). They are horrible. They will say anything to get your business then under perform. We switched from DSL to T1 and they still have failed to have a termination fee credit they promised to "migrate" to our new account removed from our account four months later! The "phone" side and the T1 "side" of CenturyLink (yes two groups to call!) told me neither side "plays" well with each other. They make that your problem, not theirs. Give me a break. I will go with a local T1 service ASAP and dump CenturyLink for good.

They are the worst vendor I have ever had in my business.

Posted by Anonymous


I started my journey with qwest may 2011, it is now end of October they are rats. Not only do they charge one month in advance, they double charge.
They will tell you anything they think you want to hear over the phone, but when it comes to paper they run. BUYER BEWARE!!!!!!
I have had qwest for 18 years, WOW was I ever disappointed. They will do everything that is wrong to get your hard earned money.
THEY COULD NOT CARE ANY LESS!!!!

Posted by Axslinger


Warning: If your a qwest customer you will get weekly calls that start out: "may i speak to the person that handles the qwest account" These are not qwest employees, but boiler rooms hired by qwest. If you even utter the word yes during the phone call, your 3 year contract lengths restart. So if some one calls and says may i speak with the person that handles the qwest bill" just ask, do you work for qwest? They will say no, and thats when you say GET BENT and hang up, or they will screw you.

Posted by bcat


called more than 5 times. The department for cancellation close very early.
Also was put on hold for 1hr, had to repeat my information 3 times per call.
The worst is when I called the last time I complained about being told to hold for 1hr previously, and the CS person went "it was YOUR RESPONSIBILITY to hold THAT LONG!!!"

Comparing with canceling Comcast, which is just a simple call less than 5 min --service cancelled, I'll remind everyone to think again when starting service with Qwest.

Posted by end greed


They arbritarly shut off my direct TV connection by mistake or something. Direct TV shows the bill paid. My payment was directed drafted on time. No Direct TV service or customer service they pass the buck back to centrylink. Get away from these guys as fast as you can. Dont let them bundle anything. It ruins your relationships with your critical utilities. Sink these crooks cancel them permanently. Save your selves.

Posted by JOHN LARSON


WE WERE TOLD SEVERICE WILL BE TURN ON IN 24HR AND WE ARE STILL WAITING. MY MOTHER NEEDS HER PHONE BECAUSE HER ILLNESS AND THEY KNOW THIS BUT QWEST DONOT CARE.

Posted by Rod


Terrible customer service. It takes more than 2 hours JUST to upgrade a service or change anything. This is the worst "communications" company.
Look for other companies. Don't waste your time dealing with them.

Posted by Anonymous


HORRIBLE HORRRIBLE website access. Everytime I try to access my online account it brings me to my old account which is inactive and I cannot pay my bill or even do anything online. You cannot speak to anyone except during day hours when I too am working and that is NOT when I pay my bills. I took an extended lunch one day to call and the customer service rep was clueless as to what to do to access my account online. He actually said he had the same problem...SERIOUSLLY!
I'm done with them if it wasn't for my sister working there I would wish them to go Bankrupt!

Posted by Anonymous


Century Link is horrible! I am cancelinig my Quest- uh- now Century Link as soon as possible, I can't get a live person to help me and they have arbitrarily discontinued my direct tv , who says they have no bikling problems wiht me but can't do anything because my service is bundled. When I try to call Century Lind I keep getting automated places that do not connect me with any live support. What an awful way to do business.I have had service with Quest for several years, and have never missed a payment.

Posted by Anonymous


We've had telephone and then Internet service through US West, then Quest, and now Century Link for over 30 years. Their customer service is still horrible. They don't seem to understand that they have to have customers to have a business. Twice when I was one week late on a payment due to being out of town they cancelled our service without notification and charged reconnection fees. That's for one week late and 30 years of prompt payments. Our new Internet from Clear is so much faster and more dependable!

Posted by nointernetinAberdeen


Bait and Switch - Qwest Internet

I ordered internet on the house 6 months ago and the sales person was very nice and happy to help. The one thing he left out is that this was a promotional price. After several phone calls to get what I had ordered I finally canceled the service. Nowhere on the order did it say promotional and I was never told. Imagine my surprise when I got the bill! I thought bait and switch was illegal - I guess except for the phone company!

Posted by mrcllc


Centurylink sucks. They offer highspeed internet and do not even have their act together for their website. I have been trying to pay my bill and/or setup a cs acct and can not do it.

Posted by Small Business


set up an appointment for phone connection a week in advance for 9-11 this morning, it is 12:44 no call no one showed up and I have been on hold now for 15 minutes, they don't have their game together, trouble

Posted by Anonymous


For the past 3 months, I have been getting only 2 mb when I pay for 12 mb! I waited patiently because as long that I have internet I was fine. I kept positive that they were going to improve later. LOL what a effing joke! Along with the INCREDIBLY SLOW SPEED the internet disconnects randomly. And usually by the end of the day, the internet completely shuts downs. Called the customer service and they have you running around following their list of how to fix it like unplugging this and that for an hour. THEN, they finally allow a technician to come. After a weekend of no internet, the technician came and "fixed" the speed and connection. Right after he left, the internet died and does it's usual of disconnecting when it wants. Thus another week of bipolar internet service and a weekend with no connection. Is this a joke? We called customer service again, the guy said if we want another technician to come by that'll be 85 dollars up front and the tech may or may not solve the problem but he'll try the best he can. Are you serious? Is this a scam? We pay to get internet and now we have to pay more just to receive internet connection properly?
They brag about 24-hour customer service, what a bunch of bull. All it's really is some guy reading off a list and schedule a tech when that list fails. They can hire any random person off the street to do that Stuff. WHICH IN FACT I BET THEY DO! They all have poor accents, they get rude when you don't understand what they say. I fact, they don't really care for your problem. Reading off their scripts, which elementary students can probably do. My internet was fine until they freaking merged with century link. I would cancel but it's my only option.
Another thing to add, the internet shut downs during the weekends, I'll call the tech and when he comes, it goes back on. Every effing time. So So SO fustrated with this service. The next week, the same thing will happen all over again. Disconnect randomly, and shut downs during weekend.
I'm not the only person that this happens to too. "RT @timjessup: Qwest, you suck. Guess where you can put your magical modem that quits on Friday nights but works fine when the techs show up"

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