Woman's Qwest DSL Problem Linked To Modem

She said she was out dozens of hours and hundreds of dollars after installing Qwest DSL. Her Internet nightmare tops Thursday's Call 7 for Help consumer alert.

Stephanie Trusz took up Qwest's special offer for DSL.

"I got a flyer in the mail from Qwest," Trusz said.

But days, weeks, even months of interrupted service made her wonder if something was wrong.

"I kept asking them, 'Is it possible there's something wrong with the modem?'" Trusz said.

She said Qwest told her 'No problem.' So she hired a computer technician to come to her home, only to find out the modem was broken. That, she said, cost her an additional $500.

Problem solved? Not quite.

"What do I do with the old one, so they could find out what the defect was? They said throw it away because it was defective. Couple of months later, I look at my bill and I'm being billed for yet an additional modem," Trusz said.

Feeling as if she was getting the runaround she turned to Call 7 for Help. We contacted Qwest. Within 24 hours, the company did what it hadn't done for Trusz sooner -- it found a solution.

Qwest said, "We regret that we did not resolve Ms. Trusz's situation more promptly."

It did credit her account for the DSL mixup and said it will credit her for the technician's time.

"You've been a life saver. I'm very happy I called Channel 7 for help," Trusz said.

If you want to check out a DSL service before you sign up, check out www.DSLreports.com. It shows which Internet providers in your ZIP code are satisfying consumers.

And are you one of the thousands who've been forced to switch to MSN Internet?

We want to hear your experiences -- good or bad. Call us at (303) 83-Call 7. Or e-mail us at Call7ForHelp@TheDenverChannel.com.