My DSL stopped working at about 9:30 am this morning, and I’ve been on and off the phone with Qwest ever since. So I’ve been reduced to pecking stuff out on my iPhone.
Just thought you should know.
So here’s the scoop.
Last week, a Qwest sales rep called me, trying to sell me their new 12 Mbps service, up from the 7 Mbps I have now. I’m always interested in faster broadband, but the woman didn’t quite seem to have a handle on how much more it would cost, and whether I’d need to spend $70 on a new modem, so I told her to call me back in a couple days so I’d have some time to check out the costs and specs and think about it. The next day a different Qwest rep calls with the same pitch, and I told him I’d already spoken with somebody, and would let them know.
Well apparently, I didn’t say “no” definitively enough, and somebody at Qwest decided to pad their commission by putting through the order anyway. So at about 9:30 AM, my line was re-provisioned, and no, my old modem doesn’t handle the higher speed connection.
It took about an hour with tech support to figure this out, and another couple hours to try to reprogram my modem to get it working — apparently, they couldn’t just throw a switch and bring back my old profile — at which point the rep promises to get this fixed and call me back. An hour and a half later, I call back Qwest and get tech rep number four on the phone, who assures me that everything has been fixed, the 12 Mbps order has been canceled, and the I’ve been switched back to the 7 Mbps service.
So then, why doesn’t everything work? The modem is now successfully synchronizing, a positive sign, but refuses to actually connect.
Oh, the tech rep explains, that’s because this new order won’t go through until 5 PM tomorrow. That’s just how long it takes to re-provision the line, and there’s nothing he can do about it.
So essentially, I’ll go the better part of two days without Internet service, all because some asshole at Qwest either couldn’t understand the word “no,” or simply didn’t care. (I say “asshole” rather than “idiot” because I assume the latter.) And the land line companies wonder why they keep losing customers?
Honestly… fuck ’em. Comcast offers similar speeds at similar prices (I think… I mean their website is incomprehensible when it comes to ordering broadband without cable TV), and even Clearwire looks like a reasonable alternative, so it’s not like I don’t have options. So if I’m gonna lose a couple days of service at their whim, I might as well lose it playing the special offers, getting discounts to switch from one to the other and back again.
On the bright side, I’m surfing the web now from a window seat at the Columbia City Alehouse, enjoying a $3 Happy Hour imperial pint along with a side order of free WiFi. If anybody reading this is in the neighborhood, stop on by and join me in raising a pint to the demise of Qwest.