Qwest
Slow Internet After Speed Upgrade and Refund Refused

I can't believe they can get away with this!

In December I switched over to 5.0 mps from 1.5 mph high speed internet service through Qwest. On the date they gave me when it was to switch over my service went form normal to so slow I couldn't even open email. I started calling right away for service. I was instructed to run through test after test for support. All resulting in my internet speed now being much less than 1.0 mps (the average speed being 0.2mps) after many tests and much of my personal time wasted trouble shooting their issue, it was determined there was a line issue. BUT I first had to replace my modem before they would send out a service person to test my home line.

So I bought the top of the line modem at best buy with my own money.

The situation remained unchanged. Every service call, online chat, and support request email resulted in performing the same tests for them. It got to where I was tired of performing the tests as the results were the same every time, I told them this and stated "I do not want to spend my time running your troubleshooting tests for you any more, you need to repair the service I am paying for and not getting". Many of the service associates got blunt, snippy, and/or rude, so I started keeping copies of ALL my customer service requests, and the speed test results.

Just out of the ones I kept copies of there was the following: 2/19, 2/20, 2/21, 2/21 (again), 2/22, 2/22 (again), 2/23, 2/27, 2/27 (again), 3/8, 3/9, and 3/17. After so many dead ends I grew tired of even asking for assistance. This entire time my internet service was completely worthless. I couldn't even open a email without enclosures. I repeatedly got the error message "not responding". I submitted numerous service requests requesting assistance and a refund and got no reply (now they were just ignoring me).

On 4/25, fed up I called to cancel my service and requested a refund for the nonexistent internet service I have been charged for since December.

I was turned down because, and I quote, "You haven't called for assistance since March 17, so to us there is no issue. Also, on the previous calls we did what we are required to do, so there is nothing to refund."

I am outraged. How can a company get away with charging a consumer for a service, not give it and then get away with that? Is that not theft?

I am very interested in any lawyer willing to take a class action suit against Qwest and hope everyone who reads this and has been treated in a like manner will join in and stop Qwest from treating people like this. Completely shameful.

Simply fixing their issue or even making the slightest attempt to make things right would have satisfied me, but to not even try to remedy it AND refusal to reimburse. There HAS to be a legality issue there.

Company: Qwest
Country: USA
Site: qwest.com

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