Qwest Customer Service

User Reviews, Ratings and Comments



Qwest customer service is ranked #540 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 30.08 out of a possible 200 based upon 235 ratings. This score rates Qwest customer service and customer support as Disappointing.

NEGATIVE Comments

224 Negative Comments out of 235 Total Comments is 95.32%.

POSITIVE Comments

11 Positive Comments out of 235 Total Comments is 4.68%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Qwest

    Customer Service Scoreboard

    • 30.08 Overall Rating
      (out of 200 possible)
    • 224 negative comments (95.32%)
    • 11 positive comments (4.68%)
    • 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!

Posted by Anonymous


Great, it is 1:12 p.m. Pacific Standard Time, I have questions and need to order a land line in Pocatello ID, and a recording comes on telling me that you office is closed and call during regular business hours. What the heck? when are your business yours, says here on the screen you are open! Great customer service.

Posted by M Rick


Dear Qwest, I continue to recieve unwanted calls from 307-352-29xx (usually 2935). I found that this is from a Qwest service area and instructions were to contact you. The land line number where the calls are received is 301-469-4986.

I would greatly appreciate a reply from you that you received this information - and if there are actions that you can take to remove this landline from receiving these frequent unwanted calls. Thank you,

Posted by gboring


My doctor told me to go to quest for a bone density test. I have been trying for over a week on the computer to find a phone number to find out where to go and make an appointment. This site is by far the worst site I have ever been on. Hope there are other places I can get this done because obviously you do NOT want my business!! Geri

Posted by Anonymous


Complaint. The number . My research shows you own this. Have received threatening calls that irs is going to issue a warrant for my arrest.

Please fix this.

How many poor people pay up to this scam.

Posted by Anonymous


Why did Qwest hard inquire my credit w/o my consent or knowledge I want it gone ASAP. Stacy Fitzpatrick

Posted by mountain gal


Qwest has been a terrible experience but we have no other choice in the mountains. We bought a cabin that had had a fire and needed a new phone line ran as the old one had been cut and pulled. I talked to 9 different people and spend over 10 hours on the phone and the only response I could get out of the customer service people was "your line will be connected by ... or on ...." I repeated over and over that there was no line to connect--that was what I needed--a line ran--they gave me a phone number and an order number but no order to get the line ran. NO ONE could seem to understand this. In a burst of genius or desperation, I call repair and was told there had never been a comment put into the system that I needed a line run--they are now helping me and I hope it will be resolved--time will tell. The last person I talked to in customer service--I told her 4 times that there was no line and she never, never said anything except--there is an order to activate your phone. I gave her the entire story of the fire--still nothing in her reply to indicate she heard me. Since this was a new phone number and phone order, I didn't think repair would be appropriate but I will see if it works because customer service is terrible and I hope after I get this resolved I never need customer service again. The number on this site is absolutely the one I used to reach repair--as I write this, I'm on hold but the person who is helping me said to me--"there was a fire and you need a new line ran into the cabin". I hope and think she has it--first person to seem to have any understanding at all. The frustrating part is I have no way to do anything about the people who didn't have the intelligence to understand what was needed--they are anonymous and have wasted hours of my time.

Posted by Anonymous


When you call Q West, you reach a service center over seas and it is manned by people who speak and understand the English language poorly. They are trained to follow a script and not deviate when you try to explain a problem. I had my computer into the shop to evaluate my problem, I was told the internet virus problem had high jacked the modem IP address. No one is takeing accountability. Q West is losing a customer for such poor customer service, so is Yahoo because this issue started when I tride to use their E-Mail

Posted by steelmike


was going to switch phone and internet carriers. but, I found out their sales people lied about cost. I called 4 days ahead of the scheduled switch. I told them their sales person lied and "do not port my phone number". not only did they port my number, they changed it against my wishes. for over a month now I have been trying to get my old number active again, so I can port it back to Comcast. when I call them. the norm is elevator music for 20 minutes before anybody answers. century link/quest is a very bad company to do business with.

Posted by Marcus


I called Qwest yesterday to see about getting a phone line spool of 300ft delivered to my property. I'm building in a remote area and have already paid for the phone line to be ran 1/4 mile from the main road with the electrical install onto my property and end at the transformer. I need the extra line to run to the new house foundation with the new electrical hookup. I talked to "6" Qwest representatives yesterday and left "2" messages with people I passed around to or handed off to. I had to call back 3 separate times and my problem still exists. I would consider the service I have received so far to border on incompetence.

Posted by buckbuc


miss parks of quest at edgewood,md. is the most unqualified and unprofessional person I have dealt with.first she didn.t know if the test on the dr. ph. needed fasting or not.then she had me wait and hour to have my blood drawn .after I told her I had a funeral to go to .there was no one infront of me .she spent the last 15 minutes on the phone shooting the bull. this was on 10/30/2013 from 10am thru 11am
edward

Posted by [email protected]


For Over A Year We Keep Getting Disconnected From Our Dsl. They Ask Us To Try This And That Every Time We Called (we Have Called About 6 Or 7 Times) Each Time We Get The Same Old Disconnect This Or Try That. Still Nothing Works. As We Or On Our Computer We Get Logged Off Every 5 To 10 Minutes Any One Else Have This Trouble..........

Posted by qwest


Terrible customer service. trying to talk to someone for two days. answering machine keeps tell me someone will be shortly with me. will you please give me a call? Thanks....

Posted by bsamstag


WHY does a call from QWEST show up on my Cell Phone EVERY DAY at around 5:30 California time? I cannot find any way to email someone to have this annoyance STOPPED.

Posted by savvystuff


Absolutely horrible experience. Called to disconnect service and after answering a gazillion questions, they couldn't do it because their computers were down...
This is ridiculous.

Posted by LoveableGuy


Our service CONSTANTLY drops in and out, literally every minute. I will be very surprised if I am am able to submit this comment the first time I try. We have been through two wireless modems and called them 4 times. They were supposed to send out a technician two weeks back, no one ever showed up, we didn't even receive a call. When we walked in UPS to return the first faulty router, the desk clerk said right off the rip "Ahh, another Century Link modem, eh..." This is clearly an ongoing issue for many customers, I mean look at the reviews here. I have had Xfinity, Time Warner Cable, & At&T and none of them posed the issues I've dealt with from Century Link in the month I've had service with them.

Posted by AtlastaPlace in CO


a.k.a., Century Link ~ N/Central Colo ~ rural
I feel Century Link, which we've had in this remote area for many years with excellent service, did take on more than they were ready for or capable of with Qwest and all it's previous problems. The Tech that came to our cabin to replace a modem and help with service, did just that and with excellent customer svc. I was grateful as I couldn't be without service due to communications/information with recent nearby large fire (have no TV reception in the valley). Qwest had too many existing problems when C.Link took over BUT in our area we've had to have our St. Rep. get involved in community meetings and then with Regional mgr. with C.Link to improve services. Now svcs. consistant even though once in a while a bit slow but much better, however, I don't do nor depend on faxes which were a big problem via others with documents.....

Posted by [email protected]


aol will not helpme 5 days of answering questions I need a password. Customer for yrs.hhey say cant find me or read three below and you will be fine. Please will someone read .I am a disabled veteran I lost most hearing working on jet aircraft. I [in type] call us. So
how a short time ago my password was messedup. cant login .told login, login.Do nnot think anyone at aol can read or talk. Getting upset cant get to my stuff on aol. I depend on this for my work. Can not get talk to someone. Asked for supervisor. the answer given "we dont have one' had chats past several reps. I am DEAD IN THE WATER.I havent been jerked around since I
was in Marine boot camp. I am going to make some load noises if not helped soon.
I have done puzzles and everything asked .They dont beleive i was born Buffalo/

Posted by RockSword


I just read the employee comments. There is one that just proves how bad the customer service at Qwest is, in that they expect you to pay $5 extra a month to get service that should work. Now that's customer service! And to whichever employee commented, you deserve a bravo for showing us the true mentality of the company.

Employee Comment pasted below:

For all you whiners about getting charged a service charge---if you were smart you would have the service agreement that I believe currently costs about $5 per month and if there was any kind of problem the service visit would be free. Start thinking instead of blaming others. You are all alike, it is everybody elses fault. Go Qwest! Thank you for your great service.

Posted by RockSword


I thought I'd switch from Comcast to CenturyLink (formerly Qwest in our area) last week because the Comcast bill is a little high and a CenturyLink salesperson came by last week. I was hesitant about doing so only because of a bad experience 7 years ago with Qwest, but I figured they had been bought by a different company and things would be different. I was entirely wrong. Now to explain what happened both times:

7 years ago: A new modem I bought from them needed to be replaced two or three times during the 6 months I had them. Moreover, when the modem did work, the service didn't work whenever it rained.I decided then to cancel. I didn't think that the cancellation process was difficult until 4 months later when I looked at my credit card bills over the months and realized they were still charging me. After calling them to again cancel, they wouldn't refund the money for the 4 months during which I never used their service and only after talking with a manager did they refund 1/2 the amount. Because of that I vowed never to use Qwest for anything again. Unfortunately I relented on my vow.

Today: Last week we had originally decided to bundle DSL and DirecTV, and had told the salesperson that we would like the satellite to replace where our Dish satellite is. She said that would be no problem, as they do it all the time. We also were not going to lease a dsl modem because we already had the older one. She said it should work but it may give a lower speed. I said that was fine and that I might decide to buy one later if that was the case. When DirecTV came out, however, they could not intall the satellite in the same position as our Dish satellite because their brackets are bigger. They would have to drill into the siding of the house or in the brick, which I did not want. A pole would cost $70. I decided the total savings vs the service was not that great to change satellite companies so I decided to cancel the installation. There was no problem there. However, when I called CenturyLink to ask whether they'd be hooking up the wiring from the box to the wiring that goes inside the house, since our new house doesn't have it connected, it took 1.5 hours of getting switched from one person to the next, giving the same info to each person, not understanding one of them because of the accent, and finally having to call back afresh, because the call was dropped, before getting a simple answer that the technician normall does do that. I decided then that if the customer service was that bad, I wanted to cancel. That was a nightmare. Not only did that entail getting switched to another new person and another 1/2 hour of giving details, but I was told that there was a modem in the mail that we'd need to return. The thing was, we had a dsl modem already and our paperwork never requested a modem to be sent. In fact we were very express from the very beginning that we would buy our own dsl modem. I truly don't think Qwest can get anything right.

Now 7 years ago I swore I would never use Qwest again. I only changed my mind because it was bought by another company. I don't know whether what I experienced today is because the old Qwest customer service is still in place for our area or whether CenturyLink's customer service is as bad as that of Qwest. I hope it's the former, and that CenturyLink will change the situation, because I really would want to switch to DSL due to speed and price. Should I really wait another 7 years to see if anything has changed?

Posted by Disabled American


I want to inform those who use qwest/centurylink that the terms of internet use has changed as of 8-2011.

My post is negative because of the shady and possible illegal business practice in regards to how they changed the terms of use.

They added an arbitration clause that forbids you from joining any class action, trial by jury, judge.

This guts every consumer protection law in the books as a result.

The shady and possibly illegal and anti trust comes in how they implemented the change to the terms of use.

By my understanding by law they are required to inform you a month before the changes goes in to affect, to give you time to decide if you want to be bound by the new terms, because staying with them 1 month after date of change takes effect BINDS YOU TO THE NEW TERMS.

By not informing me and all the internet clients. We have been forcefully bound to give up our legal consumer protection rights.
Which fundamentally changes the nature of the service. Meaning the service IS NO LONGER THE SERVICE YOU ORIGINALLY SIGNED ON FOR.

Because of the way you were FORCEFULLY BOUND TO THE NEW TERMS OF USE. YOU CAN NOT USE THE LEGAL SYSTEM TO PURSUE INJUSTICE!!!!!

Centurylink had gone out of their way to try to prevent people from sharing the arbitration clause, claiming copyright of the terms of use itself. and disabling copy paste so you can not share the entire section related to the arbitration clause.

All I can say is go to their website and look up the internet service terms of use on page 16 section 17 is the legal recourse which centurylink is now FORCING DOWN YOUR THROAT!
for any small claims following their method is AGAINST THE CONSUMER DUE TO EXPENSE OF FIGHTING IT FOR ONLY SMALL DAMAGES. NOT TO MENTION ARBITRATION IS IN FAVOR OF THE COMPANY. because the company keeps business coming back to the arbitrator. IT IS NOT IMPARTIAL

results of arbitration DO NOT BECOME PART OF CASE LAW where a pastern of abuse can be shown by the number of similar cases if taken through normal legal channels.

binding disclosures also prevents consumer,s who have proven the company was in the wrong doing, from sharing that info with the general public. As a result the company can continue to abuse the rest of its customer base'
centurylink has monopoly. There are literally NO OTHER PHONE-LINE BASED DSL SERVICE IN MY AREA! Cable is not in same class nor is satellite. That is why it is a monopoly. Comcast is the only other option that I know of and they DO NOT service the area.

As a result because of lack of choice its either allow centurylink to abuse you or don't have DSL on phone-line.

I live in a apt tower so satellite is not allowed. cable you pay for certain speed but your sharing it with everyone in the area so you rarely actually get what your paying for, Not to mention I have heard that others in your group can view anything your doing by intercepting the signal between your computer and cable provider. basically its an open network.

I can not just get rid of centurylink because of my hearing. I need alternative communication for when hearing on phone is impossible. dial up now days is no longer effective form of communication for internet communication(too slow).

As far as customer support goes with dealing with this, I am getting stonewalled through knowledgeable reps or nowhere with reps that know nothing about it.

This is a policy issue that trickles down in the way customer support deals with the issue. Which is to make it impossible to get a fair terms of use that is on fair playing field.

Centurylink still reserves the right to sue us but not us sue them.

They have gotten way too big and never should of been allowed to merge on basis of monopoly.

Now we are screwed with NO legal recourse.

I do not blame the rep its their bosses forcing them to do this So the rep friendliness was high rating as result.

Posted by [email protected]


I have twice been hung up on by the representative when I asked who I was talking to. I did not solicite their business and I do not and will not be a part of this business... Please do not use this business.

Posted by Anonymous


I wanted to talk to a person. The Water Bureau broke our line and it has been out for two days. They snapped the line in the street, so I am not going to pay for the repair. The supervisor called two days ago, but no repair has been made.

Charge the Portland Water Bureau, as they broke the line while working in the street in front of our house.

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.

Add your review!

Posted by AZsBird


(Now Centurylink) Called and reached a person quickly to setup a DSL-only home service. She was responsive and helpful. Their regular price was higher than their internet price but she gave me a promo deal that made up for it.

Posted by pooderNet


At time of this post, here is the 'ratings' scoreboard: Negative=184, Positive=9, Employee=1

Here are some excerpts from the sole 'Employee' comment (who bravely identified themselves as 'k'):

Opening salutation: "To all you whiners..."
Pre-advice qualification: "If you were smart..."
Opinion of customers: "You are all the same..."

If 'k' (or like-minded employees of Qwest-is-now-CenturyLink) deals with customers directly, the company's dismal ratings are well-deserved. However, I have (for the most part) had a positive experience with the *people* of Qwest, whether they were reps, techs, or management. Therefore, I will give them an overall rating of 'Positive' (my opinion of CenturyLink has yet to be determined).

I learned a long time ago that Customer Service has far more to do with the individual on the other end of the wire than it does with the policies, power, or resources of the company for whom they work. A good representative understands that ultimately they work for the person they are speaking with at that moment (the Customer).

To 'k': I truly hope that one day you will experience the freedom that empathy offers. Peace...

Posted by internetFan


qwest is the best internet provider.
with centurylink now onboard i expect the service to be better and more reliable. go qwest Centurylinl!

Posted by Anonymous


I just disconnected my phone service with Qwest because I am moving out of their area. I spoke to a rep in Des Moines, but did not get her name. She was fabulous. Personable and friendly, she explained everything that would happen with the final bill. I have used Qwest for my landline phone for 11 years and have always had good service. I do know people who have had trouble with the bundled services, but I would use the regular phone service again.

Posted by tonkatina


I cannot get qwest.com to load on my computer

Customer service was very nice...but had me do all kinds of steps on my computer to no avail. Please get a web site that is available to all.

Posted by Trying to be understanding


Well...the first time I called on Saturday 4/23 I think. I spent about an hour and 1/2 with a pretty nice person who was going to transfer me to another department when we reached the end of her ability to help but I got disconneted. By this time I needed a beer and a break anyway. Then I called back and got "Rick" and he was real nice and I thought I had everything fixed except for the transfer of my contacts which he said might take 24 hours. ...Easter Sunday morning couldn't log on to Qwest live emails or receive ANY email. By the way Incredimail is compatible with Qwest so I got to get back to that which was fun...except my current situation is can't use email at all. When I called I was told to not even try to open it for 48 hours!!!

Posted by Rhonda


I had contacted Qwest about my bill and was amazed with the customer service I recieved by Marcus in Boise. It was a breath of fresh air to be treated like I mattered. He is a asset to your company.

Posted by Stephanie


This is in response to the technical support I received from Maria (4VJ) Ticket Reference Number: 16811650. She was wonderful! She patiently walked me through all possible problems and was able to resolve my issues. This type of customer service provided by Maria is why I will remain a Qwest customer. How refreshing to be able to talk to a knowledgeable, pleasant person in order to get my questions answered quickly! Thank you Maria!!

Posted by customers


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

Posted by ELA1


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.

Posted by Anonymous


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

Submit your comment

Posted by stung by century link


qwest/centurylink is now a terrible place to work,and even worse to get fired from. i was fired 3 before christmas for attendance which was due to illness. we are under a union contract and fellow/former employees will know what i am talking about. i was employed 3/17/08-12/22/11.im currently trying to get unemployment but they have had their way w/the system and are prolonging the process.
consider this: fired 12/22/11 today is 2/2/12. count how many federal holidays are in that time. the unemployment mtg was on my wifes birthday! thanks qwest/centurylink.

Posted by k


For all you whiners about getting charged a service charge---if you were smart you would have the service agreement that I believe currently costs about $5 per month and if there was any kind of problem the service visit would be free. Start thinking instead of blaming others. You are all alike, it is everybody elses fault. Go Qwest! Thank you for your great service.

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of Qwest can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Service
800-244-1111
Technical Support for DSL
888-777-9569

including steps to reach representatives, hours of operation, customer support links and more from .
Get Help Online

Get immediate support for your Qwest questions from HelpOwl.com.

Reviews & Ratings

View thousands of Qwest user reviews and customer ratings available at ReviewOwl.com.

Company News
MN CenturyLink Workers' Labor Dispute Continues
Regarding the tentative deal that was rejected Sunday, union leaders had previously said that it “provides lump sum increases and wage increases” and “provides new limitations on CenturyLink's ability to contract out and move call center work outside ...
Qwest Launches “Talk to Qwest” on Twitter
The Talk to Qwest team will monitor for customer service-related “tweets” and respond to and resolve customers' problems in a whole new way. “People are talking online about Qwest and it's important that we respond in a way that lets them know we'veá...
Former Qwest CEO Joe Nacchio scores win in bid for $18 million refund
Former Qwest CEO Joe Nacchio and his wife scored a win this week in their attempt to recover nearly $18 million in forfeitures related to his 2007 criminal insider trading conviction. Nacchio claims the $44.6 million in stock sale gains he forfeited is ...