Qwest Customer Service Complaints - page 3

Qwest/Century link flat out sucks. The cableing the alley fails every time it rains. I am stuck with phone service that goes out every time it rains the tiniest bit. They refuse to properly fix anything at all. I also cannot get out of the contract in the middle either. The whole company is a bunch of crooks morons and double talking mother f'ers who should be summarily shot. They refuse to fix anything in a way that it will last more than a few weeks until it gets wet again. I am paying for phone service I can not use. They are no better than a Nigerian scam operations center.

Qwest is horrible! They have splices on an outdoor overhead line protected by nothing more than a piece of trash bag. Every time it rains, the phones stop working The refuse to fix this properly, and in a manner that will last more than 16 weeks. Their repair work sucks. They are the WORST bunch of jerks I have ever seen. I need a reliable phone. Fixing things with electrician's tape and sheets of plastic is something a low life scamming scumball would do. To even report the damage is a fiasco. They immediately start with a threat of charging you money if the problem is in your house. This to me is a way to intimidate people into accepting fair weather phone service with massive amounts of line quality issues that are NOT in the customer's house, but in the alley where Qwest/Century Link is responsible for the repairs. The constantly send out repairmen with no tools to do the actual repairs, and the supposed crew that has the "special tools' never shows up, so we get a temporary repair that can and usually does fail within 2-3 months. A device called a splice case is supposed to be used. They used a sheet of hefty bag plastic and tape. I have worked for pre break up AT&T. I know how overhead lines are to be ran, spliced and mantained. The methods used by Qwest are a sad sick joke. My father is in his mid 80s and needs a land line with an amplifier to hear the conversation. This phone is his life line for medical emergencies. The people in charge at Qwest should be fined, beaten and shot for allowing a system to exist in this state of disrepair. I have seen field phone lines in war zones that were in better shape. Then to call in for a repair one must navigate no less than 5 prompt automated menus and be transfered no less than 3 times and undergo an interrogation about the phones inside one's house. The process too 30 minutes. The only words I can think of to describe Qwest/Centurylink I shan't repeat in this review. The initials TBS MFMs and BS come to mind.

I just experienced the worst phone call in my life after hanging up the phone with Qwest/Century Link. I have never actually yelled at someone over the phone until I talked to a customer "service" manager there who told me he was not obligated to help me in anyway because I had not alerted him to my problem earlier (the phone cable to my home was broken for 2+ weeks unbeknownst to me). He told me that I was not getting the answer that I wanted and that, "imagine if I were running my own business? would you give out free service?". I am now looking into switching to voice over internet because I am so upset. I actually cried after getting off the phone with these people. Avoid Qwest/centurylink if you can!!

I also have a horrible service Qwest story to tell. We have been with Qwest since sep 2010 and live in an apt. First off, they missed the first two scheduled appts. and we were home all day both times. We were also told we werent to be charged for the tech to come out and we were, I was able to get them to remove that. (You have to be forward and insistant!) Second, they were supposed to leave two phone filters and the ignorant young technician did not. When we called to request them they said within a week we should receive those....well five to six calls later and 4 months later we received them. let me tell you we thought their customer service was nice, but as it seems to turn out they just fill you full of BS to get you off the phone. Anyway, we have gotten rising charges for no reason and had to call to resolve those, our phone and internet were only supposed to be 79.99 total a month and we ended up being charged 126. for two months. When we got that resolved our phones didnt work, called the cs and technician and they said it;s the apt's fault that we live in and was bad wiring. Called again to reverse being charged for a month and a half for phone service that didnt work and through their over the phone check, they had never even turned on our blinkin service! Well all seemed to be resolved and back to normal when out of the blue last month our phone service just stopped working. Called again and said they would send a technician out, surprisingly he was sent out a day later, on a sunday no doubt. He was a grmpy old man, wich was fine because unlike the young one, he got the job done in less than an hr, he laughed when we told him about what the young tech had said about the wiring in the apt, he told us that there is a box that you just switch on for our apt. obviously he was right, he was also pissed that he had to come in on sunday due to the laziness of the young tech that just refused to show up the day before. so its not the service, but the lazy ass techs. So that being solved, we received another bill like last month for 127., called and they said it was wrong and we had a credit to our account of 30 dollars and ended up paying 60 total. Thought that was great until for this month, we received not only a shut off notice for non full payment of last month, but another 127 bill!!!! I had my husband call and they jerked him around and told them it was because we didnt pay enough last month, even though they calculated the amount for us, and that we needed to pay. So being Livid enough to get it taken care of, I finally called and reamed into them about this being the last straw and asked why if the rates were supposed to stay the same for 5 years as advertised were we being jerked around. I first talked to a man, that looked at the account and said he didnt see anything in the idea of what i was talking about and said we were right and it was supposed to only be at 79.99.so he switched me to a woman who seemed to actually help me, she explained that we were supposed to get the credit this month, not last month and broke down all the fees. She reversed the charge for the phone for last month and told me our real bill was gong to always be around 99.87 a month!!! Explaining that it was due to taxes and fees. WTF???? So I then found out we are now being charged for customer service and tech service each month, even though we dont use it.....so this is what happens when they switch? She acted very polite and even added credits to my account, but now looking at the papers I think she was just manipulative and deceptive enough to get me off the phone thinking I had resolved the issue! I still dont understand how our phone line and internet is a bargain at 79.99 a month, wich we have been having connection problems with, and how we can have 20.00 dollars in fees a month????!!! That is as much as phone service a month with a few other companies. So I am rethinking our service and although my husband says this has been the best internet and fastest we have had so far out of clear wireless, and comcast, (he is a major gamer) I dont see that as being worth it. Maybe we will just switch back to the internet only and do vonage or magic jack.

I would NEVER use this company!!!. I called them to start internet service with them they told me they would send me the wireless modem and set it up myself. After sending me the modem they told me I could not set it up myself I needed a technician to come out. They scheduled the technician three weeks out and then he came on the wrong day. I called them to let them know. The guy I spoke to put me on hold for half an hour and then told me he couldn't get a hold of the technician but I should be home all day the next week to wait for the technician. I was home for about 5 hours and no one came. I called to complain and spoke to a nice gentleman who gave me his e-mail in case I had more problems. I did and when I emailed him he never wrote back. I finally got a technician to come out three weeks after the second time the technician came out on the wrong day again. After trying to call to set up my internet the woman I spoke to told me I had to schedule a technician to come out again to come into my house to see why the internet would not work. Thier customer service is attrocious I have not talked to one person who has had anything good to say about this company. I will NEVER use them for anything!!!

I JUST SPENT TWO HOURS ON THE PHONE WITH QUEST TRYING TO FIGURE OUT WHY OUR PHONE NUMBER WOULDN'T WORK. QUEST SAID THAT VERIZON HAS TAKEN THE NUMBER AND NOW WE CAN'T GET IT BACK. WE HAVE HAD THIS NUMBER FOR YEARS AND HAVEN'T EVEN SO MUCH AS MADE A SINGLE ACCOUNT CHANGE LOT ALONE VERIFY THAT WE DIDN'T WANT A PHONE LINE ANYMORE. THEY HAD TO GIVE US A NEW NUMBER AND WHEN I ASKED WHAT THEY COULD DO TO COMPENSATE US FOR THIS HUGE INCONVENIENCE THEY SAID "THEY DIDN'T CHARGE US FOR THE SWITCH TO THE NEW NUMBER BUT COULDN'T DO ANYTHING MORE THAN THAT". NOT HAPPY! NOT TO MENTION MY INTERNET SERVICE IS REALLY SLOW AND I HAVE TO SPENT AN HOUR TROUBLE SHOOTING IT WITH AN ONLINE SUPPORT TECH AND THEY WERE SUPPOSED TO CALL ME BACK AND NEVER DID. IT IS STILL REALLY SLOW.

Qwest service in Tucson is horrible and way, way overpriced.


I have been a Qwest customer for 29 years. In the last month, either my DSL or my phone was out most of the month. For that privilege I paid them $91.00 per month. My phone is out again now. I have had it. To ge tmy DSL fixed the last time it took one chat, 3 on-line trouble tickets open and a half a dozen calls to outsourced tech support that could barely speak English, and insisted I hand the phone to my husband so he could could talk to them, even though I set up the original account, have handled all of the bills and communications and moved the phone during the three moves we went through with this company. I could have handed the phone to absolutely any male on earth and they would not have known the difference. They had gotten my cell phone number down with the wrong code on the very first three numbers. They did not want to take the report because they said they could not verify that we were the ones making it, even thought hey could tell that we were calling from the home phone and the last seven digits of the cell phone matched. I have to wonder how many times someone breaks into someone’s home to report their dsl being out to the phone company and goes to the trouble of getting a cell phone with the same last 7 digits? This is just stupid. I am changing my dsl service over to Simply bits which I can get for $12.95 a month and porting my phone over to Vonage for $11.00 a month and Qwest can keep their lousy service. Since Century Link has become their new name, the service is even worse than when it was Qwest. When it was Qwest, it only went out when it rained. Now it only works about as much as it rains here.

A repair order was sent to the wrong address (though they have no difficulty sending the bills correctly). When I called to reschedule, was put on hold indefinitely and forced to listen to endless repeating ads for additional services. When I complained about this, I was put on hold again and the operator never returned. I hung up and tried to use the Qwest website, only to find there was no usable access to customer service for small business or complaints.

When Qwest Forced Migration of my E-mail to Century Link I also acquired a bad virus in the transition, pop up ads have taken over my screen and I've done everything I can to remove it. No luck! I now will have to take it in to a specialist and spend money fixing qwest's forced migration. Terrible Svc, and poor billing practices! I'm done with this poor outfit!!!

I thought Qwest used to be "o.k." on customer service overall-- not great, but acceptable. They appear to have gone way, way downhill-- presumably as a result of being acquired by Century Link. As it does roughly once per year, our phone went dead one day in July. It's always due to some problem on the pole at the back of our yard (one time we were told squirrels chew something up), never inside our house; and I do all the inside phone wiring at our house and have never had issues with it. Anyway, the clown service guy they sent out this time did something out at the pole and then told my wife he wanted to come in to our basement briefly to check something there-- and assured her "There won't be any charge for this". He proceeded to incorrectly switch some wires in the basement-- I don't know why. When I got home, the phone still didn't work, but after I switched back what he had changed to the way it was before, our phones then worked. O.K., no big deal, I was satisfied enough that the phones at least worked again. Then I get our next statement and they've billed us $85 extra!! I called to complain, got a jack@ss punk on the other end of the line, who kept repeating "The problem was inside your house, that's what the service charge was for". NO-- it was NOT inside our house!! (And even if it HAD been, the guy didn't fix it!) I asked for a manager, and after first being told "no", he eventually said one would call me back. This manager left a message on our home answering machine when nobody was there, once again repeating "We can't remove the charge because our service records show the problem was inside the house". I called the number in question repeatedly over the next several days and could never get through-- I left one message but got no more calls back. Our bill goes onto our Visa card, so now I'm going to dispute the charge with Visa-- and then drop Qwest for good as soon as I can successfully "port" over our phone number to the new Ooma VOIP device I just purchased at Costco. Should have done that a long time ago anyway-- we'll save about $600 over a two-year period, and while I don't exactly love Comcast, we do get more signal reliability from their cable than we get from the phone line coming into our house. Qwest/Century Link can take a flying leap...

I have tried and tried to pay my bill online. I enter the **^&U% account number it says at the top, which is supposed to be my billing phone number even though I don't have a land line. Every time I enter the number it says the number is invalid and I can't get logged in. Why is their site so stupid and not even recognize their own assigned information. I have regretted getting qwest since I signed up! Learn how to use technology you idiots!

Qwest turned off our BUSINESS phones, saying we were past due. When in fact our account was paid current and they had our check in "processing". Now, because of their error they can't gaurantee how quickly they can turn my phones back on. So my customers cannot get hold of me, thanks Qwest for totally screwing me over.

So I get a disconnect notice. Call Qwest, set up payment plan. Had to loan money to make third payment. Call Qwest to ask how to make cash payment to avoid disconnection.

Today Qwest shut off my Direct TV! Nice way to stand by your word Qwest/ Century Link.

I think Qwest has the worst customer service ever. Their representatives are not helpful, the are unresponsive to issues, and just plain rude. If I had the ability to switch to another company I would do it in a heartbeat!

Ever since Centurylink took over DSL has been bouncing up and down all day. By the time I call customer service it's back, but it's dang annoying when trying to work and you keep getting bounced. This company has it's collective head so far up it's backside I couldn't possibly recommend them to anyone.

Your online bill pay services are the worst ever. Unable to log into my account. Thinking of dropping my landline service because of this.

I have been trying to get my instant messenger to work for a week got it to work for a day then nothing still not working. It also took me 2 week to get my q.com mail to work. IT WAS SO EASY WHEN I COULD USE MSN I NEVER HAD A PROBLEM WITH ANY ACCOUNTS BEFORE. MY MSN E-MAIL STILL WORKS FINE JUST MY Q E-MAIL IS THE PROBLEM.

We have been a Qwest customer for over 30 years. The past year has been a complete nightmare!! We have service for 2 personal residences and 1 business in Az. If you have another option for phone/dsl/T1 I suggest you opt for another provider! My last issue was a pretty staright forward one. I didn't figure they could screw it up - but low and behold I have now been in to this simple modem replacement for 9 days, 25 phone calls, 5 hours of my time, 2 no show/no call technicians (another 8 hours I stayed home waiting for them and they didn't show or call) and I'm not any closer to resolution. All I needed was a new dsl modem at my home as my old Qwest modem died. To date they have never got the new modem to work and they have interrupted my phone service for 3 days while trying to get the modem issue resolved. Residential customer service is outsourced to the Phillipines which I would be perfectly okay with if the support people had a clue what they were doing. I asked to speak to a supervisor and spoke to 4 by the time I was done, all of whom were simply reading from a cue card "I'm sorry you are having problems...". On the 24th call I asked to speak to an American based customer support - no can do! Our business story is even more outrageous and I'm not even going to go there! We were previously with Integra for our 10 business lines for 3 years and LOVED THEM! We switched to Qwest for the $600/month savings but it was so not worth it. I kick myself everytime I have to deal with Qwest! I bet I'll end up in court with them to get out of our 3 year contract before it's over!

Worst customer service imaginable; overcharging for service, charging for extra months after a service was requested to be turned off, etc etc etc.

Dave rep# SPDM012 is terrible. The services was so bad that it was as if he was calling me a liar on the phone. How do you protect yourself from these kind of services if it's their words against our own words. If God can be our witnesses I think this company should be shut down.

TERRIBLE, WORST, BAD, SAD, ALL OF THE ABOVE TO DESCRIBE THIS QWEST COMPANY. THEY ARGUE WITH YOU ABOUT THEIR SERVICES AND THEY GO BACK AND FORTH WITH THEIR TECH PERSON AND LEAVE OUT THE MOST IMPORTANT THING OF MAKING YOU CUSTOMER HAPPY. I HAD PROBLEM FROM DAY ONE WHEN SETTING UP MY SERVICES. THE CUSTOMER REP DID NOT COMPLETE MY ORDER AND WAS PUSH BACK 2-3 MORE DAY TO BE SET UP. THEN MY LONG DISTANCE WAS A MESSED!! THIS LEAD TO ME BUYING A PHONE FILTER DUE TO SOME NOISE ON THE BACKGROUND WHILE TALKING TO THE OTHER PARTY. AFTER THAT I WAS TOLD MAYBE IT WAS THE INTERNET BOX AND IT WAS LIKE TIC-TAC-TOE WITH A CHICKEN RUNNING AROUUND WITH NO HEAD...AFTER THAT I GET CHARGED WITH $100 NOTED THAT NOTHING WAS WRONG WHEN THE TECH CAME OUT AND YET I'M RESPONSIBLE FOR THAT....I'VE BEEN ON THE PHONE FOR EACH CALL OVER 2 HRS DUE TO THEM GETTING SOME MORE INFOS FROM THEIR TECH GUY...ACCORDING TO THEIR MOTTO IS WE HAVE TO PROTECT AND GO BY WHAT THEIR TECH SAID....APPARENTLY THE CUSTOMER'S WORDS ARE NOT GOOD ENOUGH AND OUR MONEY IS NOT ANY WORTH BEING THEIR CUSTOMERS....SOUNDS LIKE IF THE TECH CAN BE LAZY AND RIDE AROUND HE CAN JUST MAKE UP ANY STORIES TO BACK HIMSELF OR HERSELF IN THIS SITUATIONS. IT'S LIKE THEIR WORDS AGAINST US THE CUSTOMERS!!...IT'S HOW THEY ARE GETTING PAID FOR....SAD TO SAY BUT THIS IS THE FIRST IN HISTORY I HAVE TO DEAL WITH QWEST AND THEIR TERRIBLE AND WORSTEST SERVICES EVER!!

QWEST IS THE MOST TERRIBLE COMPANY TO DO BUSINESS WITH. WHEN YOU ARE BEING CHARGED FOR SOMETHING YOU ARE NOT AWARED OF AND YOU CALL IN TO RESOLVED THE ISSUES YOU GET TRANSFERRED TO 5 DIFFERENT PEOPLE AND AFTER YOU EXPLAINED YOUR ISSUES AND WHEN YOU GET TRANSFERRED AGAIN THEY WANT YOU TO REPEAT YOURSELF. YOU KNOW YOU CAN BE ON THE PHONE 24/7 TRYING TO RESOLVE THE ISSUES ABOUT YOUR SERVICES ALONG WITH THE CHARGES. I FINALLY GET MY PHYSICAL STATEMENT AND FIND UNEXPECTED CHARGES ON THEIR FOR SOMETHING THEY COULDN'T ASSIST ME OVER THE PHONE AND THEY REQUESTED FOR A TECH TO COME....I CAN'T EVEN REMEMBER EVERYTHING WORDS TO WORDS BUT THEIR SERVICES OVERALL IS VERY POOR THE WORST EVER TO BE DEALT WITH....

This is what monopoly brings. They are the only internet provider available to me with a good speed. I signed up a few days ago and have had nothing but issues. The reps speak such poor english I had to ask the lady to repeat herself one a dozen times and still had many times I only half understood. The second call I made was just as unintelligible and she almost instantly started pushing for me to pay $100 for a technician to come out before even troubleshooting and was badgering me into having a technician come out the next day even when made clear I would not even be in town the next day.

The experience is so bad I want to cry. I will be counting the days until the broadband (Southwest Broadband) being installed now comes into service in 2012.

We were loyal Qwest customers for over 25 years and have had their DSL since it was offered in our area. I've recommended Qwest to so many people over the years for their great customer service. Then came the merge with Century Link and customer service dropped off the cliff. First they started taking away services and then they started inching up prices. Tech support has been moved to a lower quality group of almost impossible to understand foreigners who read from scripts and who are rude if you don't understand what they say. Customer service reps have gone from can-do to telling you what they won't do. Plans to upgrade DSL speeds in our area were dropped. Customer retention has gone from being great for keeping business to driving people away. It was my last conversation with "customer retention" that sent me straight to my local cable provider for phone and internet service. I never thought I'd see the day that the local cable company provided better service than the phone company but that day has come. Qwest customers, heads up, you do not want to stay with Qwest if you have any other option.

I'm relieved but saddened to find that others have suffered the identical "no show" customer service that I have. Have been a phone customer for 17 years & internet for probably 10 years of that in my primary location. Wanted to have internet connected at another house I own elsewhere in WA state that is a MINIMUM 2 hour drive each way from my primary residence. Called to confirm tech would be there prior to beginning my journey. Bottom line: After 3 calls to Customer Svc (everywhere from SLC, UT to Idaho), and having been reassured that the service tech would definitely be at my place by 5pm, come 6pm, I called yet again & was told that the Field Manager had sent the tech home because it was "getting late." Gee, do you think they could have called me on my cellphone number (which they definitely had) to let me know? OF COURSE NOT! So, I took a day off of work, drove round-trip at least 5 hours (heavy traffic), and spent another 6 hours waiting for these idiots to show up. I am so furious it is not even remotely amusing. I am going to see if I can't lodge some sort of complaint with the FCC. I am SO glad that Qwest or Century Link or AL (Abject Losers) or whatever you choose to call them is no longer the only game in town. I have heard so many people express derogatory comments about this company and wish I had listened. Hope I can forewarn someone else.