Elliott C. Back: Technology FTW!

Qwest DSL Problems

Posted in Uptime by Elliott Back on July 18th, 2006.

The Qwest DSL where I’m staying in Arizona has been dead for the past two days. They just fixed it, but it was a long painful process, which all started when our DSL modem started looking like this:

Qwest DSL Modem Dies -

The green DSL light just blinked, on and off, on and off. “Oh no!” I thought, “the modem can’t connection to the Qwest office over the line.” So, we called a technician, who determined that our DSL port was dead, and gave us a new wire. After that, we got a DSL connection, and our second problem set in.

According to the technician, Qwest had performed some kind of software update over the weekend that negated our ability to authenticate and get an IP lease. So, we had to wait until a center of theirs in Denver fixed the issue, and now we have internet access at home again. Still, it makes me wonder if this guy lives nearby…

This entry was posted on Tuesday, July 18th, 2006 at 6:49 pm and is tagged with qwest dsl, ip lease, dsl port, dsl modem, dsl connection, qwest, software update, internet access. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback.

Viewing 28 Comments

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    I saw the trackback and wondered if you lived near me as well. Unfortunately, I am in Iowa, otherwise I would have invited you over for some ice cream to beat the heat. It's not Arizona hot, it's a humid hot!
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    Can anyone tell me why Qwest/msn broadband continues to experience outages at the rate of several EACH DAY? Their technician, who is in the Phillipines, tells me that he has never before heard of such a thing but the internet (Google search) is filled to bursting with such complaints.
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    For nearly two years, we have had NOTHING but problems with Qwest DSL. They claim that you can talk on the phone and use your internet at the same time: LIES!!! We have had so many techs out here it isn't funny. Every time someone calls, we lose the internet, if we call out, we lose the internet. We've had better dial up service. Once, about a year ago a tech somehow managed to make it so that we can't hook up our phone inside the house so the genious, NOT, hooked up our modem straight to the green box outside our house and routed our phone through that. Nothing is hooked up inside our house except the power cords. Now when we call and complain, the phone reps are in disbelief and shock that one of their genious techs would do such a thing. We're going back to Comcast and I can't wait!
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    I have qwest 3-5MB/s DSL and am having a similar problem.
    every once in a while the modem will either block all HTTP (Port 80) Traffic or drop dead altogether.

    Calling them is a Waste of time, I did once and spoke to "Someone" who "Claimed" to be a Technician (I am a Technician), and they had no clue what I was describing when I used any even slightly technical language, It was like talking to a 5 year old.

    The problem is most likely the Modem's as mine I can get to work again by unplugging the power for up to 2 hours then plugging it back in. but the effects don't last, sometimes the problem returns several times in a day.

    I have yet to try a different Modem, but Plan to soon.

    Either way I may still drop Qwest.
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    I have exactly the same problems in Utah, that is I lose the internet several times during the day. Usually the problem is resolved by calling qwest and then hanging up before I get a tech, but after I have confirmed where I am calling from on their automatic initial response. Don't ask me why but this seems to work.

    Going back to comcast is perhaps a solution in the short term but I have not had the greatest experience with them either. I am have become very sceptical about a number of these large anonymous corporations over time.
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    I have had Qwest DSL for 2 months and have been on the phone with their "Techs" in southeast Asia a number of times. These people do not know a thing about the product. They read off a computer screen and try and solve your problems, NEVER any help. I wouln't purchase anything from this company again.
    I have forced them to run a "home run jack" at their expense due to all of the static on the phone line. Now it clicks periodically like you are losing the call throughout your entire conversation. People keep asking "are you there?".....
    I have a wireless network in my home and my printer has not printed since I switched from Comcast. I have spent hours and hours on the phone and all they can say is for me to pay another $9.99/month INTRODUCTORY rate for their home networking which will enable me to print.
    The only thing these monkeys can get right is sending me the bill.
    What a mistake to switch from Comcast. If you are even thinking about getting Qwest DSL, DON'T. They are a disaster.
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    Qwest DSL SUCKS...I lose connection about 3 times a day. I've told them to send me a new modem and if it doesn't work I'm switching to comcast.....
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    Weird, I live in Chandler and have been running Qwest 3 mb dsl on my office/fax/phone line for 8 years without one problem (other than an actiontec modem dumping after 4 years)...... Zippo problems!! And I'm a tech too and NOT a Qwest Shill. However their tech support is useless!!! Well, that's UNDERstating it!!
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    I've only had two problems in the 8+ years I've had Qwest. One was the line from the box and the other was the modem dead after 4 years. I live in nebraska and only a6 blocks from thier hub station. I'm still on the 1.5 package and my connection is just as quick as the local cable companies connections
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    For those who don't like talking to the Phillipines when calling to report a problem, complain, as the idiot's running the company will show how great the outsourcing of job's is for the bottom line-meaning their pocket book-not the companies. I work for Qwest and know about dsl and the moron's who you call for assistance I do not even want to talk to. COMPLAIN, COMPLAIN, COMPLAIN
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    We have qwest & we are trying to decide on using wireless (through microwaves or satellite) internet as alternative. Our DSL cannot even stay up for 5 minutes at a time most days. It is driving me CRAZY. Right now the only reason we haven't already switched is the $300 install for wireless, or we would already be gone. Using lingo.com for home phone, MUCH MUCH cheaper than Qwest.
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    From day 1, we have had problems with the Motorola Gateway box which Qwest uses resetting due, according to Qwest, to the model of Net Gear router we are using in our home network. Other brand newer routers also are known to be incompatible with the Motorola box. Qwest says Motorola has been made aware of the problem but Qwest does not know when (if) a fix is forthcoming. The "techies" at Qwest can not give me the make/model of a router they say will work. They just say the lower end Net Gear routers are ok. I guess I'm just supposed to start buying routers till I find on that makes the Qwest gateway box happy. NO HELP, NO SATISFACTION from Qwest!!!!!!!! I'm getting ready to check out the other games in town.
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    Man! I feel really bad! The only service that I can have in the 85308 area is Qwest. Believe me, I tried finding other ISPs but they hold the area to themsleves.
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    I do know, as I work @ Qwest. In my opinion the call metric's have not changed but the way Qwest corporate now routes the calls DID! Previous months calls (before July)consisted mostly of bill questions, customers with changes to current service, new connects, transfers in service, downgrades in service ect. Now, most calls are re-routes from the repair Q, disconnects, escalations (very unhappy customers), with little to NO (as we call them) money calls! This will impact customers in this way! The money calls are routed to other call centers that have new reps (the ones just hired @ $8.50 hr)(yes that's correct)who are unable to service the customer needs because of lack of experience. Will jamb on additional services without the customers knowledge(which is illegal)but must sell something per HOUR! to keep their jobs! Then they transfer the call to us, to fix whatever the customer really wanted. As they must get on to the next call to strip the money off that customer & go on to the next! The word from the top is that call center has as many new people coming in as going out. They are firing as fast as hiring.
    The result is this. Qwest looks good to a possible new prospective corporate buyer with revenues going up. (in crammed sales) Is writing up people in the call center where there is no money calls to fire them in an effort to eliminate higher paid employee's, vacate that call center to then move the calls to the Philippines (where the broadband calls & some of the credit management calls now go). Covers its tail with the Feds & trade commission. "We're firing anyone cramming" But keeps any extra revenue. So two groups here suffer. Of course the customer paying the bills, and the experienced honest call center employee loosing their job.
    And don't you just LOVE talking to those foreign people you can't understand? And now that credit management is overseas, what about YOUR social security number in the trusted hands of foreigners? Are you OK with that? Of course all this is just my opinion.
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    Hey Im also from Utah and im really tired of waiting for the damn thing to turn on and when it does it doesnt even run the equivulent to dial up its a piece. Just got it a couple of days ago... been trying to call them but the stupid machine puts me on hold and no one ever anwsers. hmmmmmmm.... I wouldnt trust comcast if I was you guys either I seem to remember having alot of problems with them to.... depending on the area... but the dsl for qwest is really pissing me off hmm.. .maybe a law suit should be in order...?
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    I'm all for the lawsuit. Qwest DSL is a scam and the techs are absolutely no help. 2 wire modem, not using the wireless. It works and then just quits, sometimes using the telephone will get it connected, most of the times it does not. And that damn DSL light just keeps flashing and flashing. They need to get sued, I want my money back for all the wasted internet time. They are so full BS!
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    I've had Qwest 2wire modem since 10/11/07. It died last night. Nothing. NO lights, No power. Unplugged it and starting plugging it into other electrical outlets around the house. Nothing. Zilch.. But of course they are closed on the weekends.
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    wierd. bummer too. i wish i would have done more research when my mom decided to subscribe to qwest broadband. she's had their telephone service for a long time and she's never had any problems. i'm having the same problem that all of you are having. apparently, it's useless to call customer service, so i probably will bag that idea. thanks for the warning, although it's a little too late now.

    by the way, my dad has comcast and he hasn't had any problems with it, other than the fact that his computer is slightly out-dated which slows things down a bit. i definitely recommend comcast over qwest, though.
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    The qwest DSL at my home works intermitently throughout the day, but fine in the middle of the night. I beleive the trunk is overloaded and the DSL can't keep connected due to traffic. Whatever the cause, the call in service does not allow for such a conversation. Scripted call sheets are for the simple problems. Anything beyond that and you are left out. I think qwest is in over their heads with data. My girlfriend uses cox cables system here in AZ and it has 4 times the download speed.
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    I work for Qwest, but in another office. Sorry to hear you have had so many problems. I've had DSL for almost a year and zero problems. Had a connect problem 3 times but I just took out the power cord for 15 seconds and back to perfect.

    Qwest as a company though is ridiculous. At my managers request they put me out on STD, then now trying to deny it so they can fire me. Isn't that just great. Reason is they recently negotiated contracts with our spineless union. They are now hiring people at less wages and replacing those under the old contract(myself included) Why pay me $5 more is there whole thing. New people start at $8.25, I'd rather work at MCD's for that. Especially the garbage I have to hear all day. They don't care about the customer and they downright hate their employees. Once all these medical issues are past me, I'm getting a county job. And no I was not a slack ass worker, I was 10 seconds lower then company standards on time(yes our job depends on how fast we can get you off the phone) Was in top 3 in EVERY measurable catagory for the company. But again why pay me $5 more then some schmuck off the street that I was forced to train. They closed 4 offices on us this year alone. So while our department is making record profit, the employee is getting screwed. Only reason my office is still open is because mine is one of the 4 with a spineless, worthless union.

    If I find out monday that I am indeed fired, all my service will be immediatly terminated and I'm slapping a huge lawsuit against this company. I still will be pulling services regardless. These crooks that run it don't give a crap. I get charged more with my employee "discount" then other customers I just found out. What a great company, eh?
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    T think a class action lawsuit is in order. Lets get it started.
    Bill
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    I've been having terrible problems with Qwest DSL service the past week. The DSL will work OK for an hour, at one time 3 hours, but then will drop continuously for a half-hour or longer, rendering the service unusable.

    Then we've had issues for years with Qwest being non-functional during rain storms or dropping on incoming phone calls. It doesn't rain that often where I am, I can deal with that and the incoming phone call issue.

    Between the time I first started writing this post and the time I was actually able to post it, Qwest DSL dropped again!!!
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