Qwest versus Comcast, Part III

June 14, 2009

So it’s been a couple of days since my last post about Qwest and our crazy installation issues, to which a Qwest person even responded in comments. We spent all day on Friday doing more of the same…The DirecTV guy never called F back as he said he would…As a result, F was extra upset and called him himself. The technician hem-hawed around and then finally said he was busy, so he’d come between 10:30 and 11 that morning. Deal.

Meanwhile, I took on the task of installing the DSL modem, etc. for the internet and telephone service. As you might expect based on our experiences up to now, these services didn’t work, either. We couldn’t find a dial tone. When we called Qwest, they told us they would send a repair technician to check our lines out between 10 and 12 (it was a bit after 9am).

So…we waited.

And waited.

And waited.

The DirecTV technician finally called Fernando around 11am and told him that he was actually busier than he expected, that the client where he was working at the moment was REALLY complicated, and that he wouldn’t be able to make it at the time he said. Fernando asked him at what time he planned to arrive and the guy started being all wishy-washy. Finally he said he could make it at 4pm. Which thrilled Fernando, deeply.

Meanwhile, no Qwest tech. Finally we called at 12:30 and were informed that there had been some “scheduling confusion” and that the tech was planning to come at 1:30. No amount of trying to inquire why no one had bothered to inform us of the schedule change seemed to penetrate the Qwest customer service person’s head, so finally we dropped that question in favor of confirming that indeed 1:30 was a reliable hour for the tech. They assured us that yes.

Around this time, the DirecTV guy called back and said he’d unexpectedly freed up, and could come right away. I said yes, come on over. He told me he was in Kent and would be here directly.

When the DirecTV guy arrived around 1:30, the Qwest repair tech still wasn’t here. Finally he showed up, rang the bell, and I answered the door. He said “You said your line is dead?” by way of a greeting, and when I answered in the affirmative, he countered skeptically, “You mean 100% dead?” I assured him we could hear nothing through the phone from any jack and he groused that he’d do some testing at the phone box outside to start with.

Fortunately, he was able to discover that Comcast had changed something in the switches from when they came out to install their phone services a couple of months ago. The Qwest technician simply had to literally flip a switch to fix our problem. Great news, I guess.

In the meantime, inside our living room, the DirecTV guy was happily bundling together cables and connecting stuff and trying to project the image that he knows what he is talking about.

In short, the TV issues have been more or less resolved, less a few bizarre things with our sound system that we’re okay with leaving as-is. The DSL internet, however, is absurdly slow.

We finally called this morning to inquire if we could expect to have any improvement at all in our crummy download speeds (it took 6 HOURS to download our Windows security updates and SP3 yesterday), and we found out that there was quite a difference between where we are and where we should be.

Normal speeds: 5,120kb/sec.

Our current speed: 224kb/sec.

HA. We have to have a technician come out. Again. But this won’t happen until the 22nd since we’ll be out of town next week. Slick!

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