• Report: #628334

Complaint Review: Qwest

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  • Submitted: Mon, August 02, 2010
  • Updated: Wed, August 04, 2010

  • Reported By: Tyson — Buckeye Arizona United States of America
Internet United States of America

Qwest Qwest Communications Failure to communicate 24 month commitment, plus extension of commitment after a move Internet

*UPDATE Employee: What I'd do..

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I originally signed up for Qwest DSL when I moved into my Glendale apartment. I was only planning on being there for the duration of my 1 year lease, but absolutely had to have Internet. Unfortunately, my only choice was Qwest. I signed up for their service. At the time, the sales associate made absolutely no mention of there being a two year agreement on this contract. Six months later, I purchased and moved into a house in Buckeye, and, being that I already had Qwest and had other services bundled on to my account that were under contract, I moved my service to the new house. That was in August of 2009.

I called Qwest today to cancel my DSL service as I absolutely had to have something faster than what I was working with and they could not provide me with a faster service (not to mention I was being charged $45 a month for 1.5Mbps that maybe got 700Kbps on a good day). I was informed that I was under a two year agreement with them until August of 2011 (even if I had agreed to the service agreement at the time, it still should have only been until March of 2011 at the latest, they extended the agreement at the time that I moved) and that it would be $200 to cancel it early.

After spending 45 minutes on the phone with a representative, I was at least able to get them to acknowledge that they had indeed extended the contract. However they didn't even acknowledge that until I informed them that I had records showing the same account number as my current location that dated back to March/April of 2009. They refuse to prorate the early termination in any way (I would happily pay a prorated amount) on an agreement they deceptively entered me into.

Consumer beware, if you are looking at Qwest for your Internet services, they are not clear that you are entering into a contract, and they show no willingness to compromise or work with a customer when you find out about such an agreement.

This report was posted on Ripoff Report on 08/02/2010 11:02 AM and is a permanent record located here: http://www.ripoffreport.com/r/Qwest/internet/Qwest-Qwest-Communications-Failure-to-communicate-24-month-commitment-plus-extension-of-c-628334. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

What I'd do..

AUTHOR: Anonymous - (U.S.A.)

I would look into more of why your bill was $45/month. If you started your service back in 2009, then the pricing for internet would be at most $40/month (non taxed in most states). The 1.5mb pricing as it was all of 2009 and currently is $34.99 month to month pricing for 1.5mb DSL without phone. If you are renting a modem, then that is $5/month which puts your pricing at $39.99/month AT MOST.

If you also have home phone service with your DSL, the internet costs at most $34.95/month with a rental of a modem... or $29.99/month without the rental of the modem. 

The way I'd try to dispute it is if you were missing some sort of discounts, because the price you said is the price for DSL without a contract. It is exactly $5 more if you don't have contract pricing, which could then put your internet cost of at most $45/month without contract discounts.

If indeed, any discounts are missing, then I'd bring that up and the termination fee would be waived. I have a feeling you are paying less than $45 though. The way pricing breaks down on your bill is that charges are billed on one section of your bill (usually the 3rd page) and contract discounts are taken from that later on (usually your 4th page). I say "usually" because it changes by state.
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