QWEST DSL MODEM INSTALLATION AND PRO ACCOUNT ASSURANCES

Qwest DSL Modem Installation

Qwest offers every new DSL account the option of self-installing the required modem or having a Qwest technician visit your location to do the installation for you.

There is no charge for Qwest DSL Pro account customers.
Customers with DSL 256k or Deluxe pay $149.95 for a Qwest technician to do the installation.

Qwest bills incremental charges for any other premise work (i.e. inside wire, etc.) done during a DSL modem installation.

The technician trip charge will be waived for LAN Connection customers but PC connections will be charged $39.00 per connection.

Be sure to ask your Qwest customer service representative if you have any questions about what installation charges may be incurred.

Qwest DSL Pro Account Assurances

Qwest offers all DSL Pro account customers the following assurances:

• Separate 800 numbers to call for customer service and repair:
  
  (800) 334-7604 Business customers with DSL billing, order status, order changes, credit or sales concerns
  
  (800) 903-5003 Center for customers with Qwest DSL Professional products
  
  (800) 573-1311 Business repair


• Technical Support: 24 x 7 support availability, calls answered within 60 seconds, techs with PC training, and priority modem replacement.


• Installation Assurance: Qwest DSL Professional Service customers who choose to have a technician do the installation will receive assurance that the technician will arrive as scheduled. In the event Qwest does not perform the installation during the scheduled time block, the customer may elect to receive a one (1) month credit on their next bill. In the event network difficulties develop during the installation, Qwest will resolve the network issues within five (5) business days. In the event Qwest does not resolve the network difficulties, the customer may elect to receive one (1) month credit on their next bill, or if it is found that the customer's line does not qualify, no Termination Liability will be assessed.


• Satisfaction Assurance: In the event that Qwest DSL Service is down three times in a thirty (30) day period and the trouble is found to be in the customer's line, the customer may request to cancel their service without having to pay any Termination Liability. This DSL Service Assurance is not inclusive of service issues associated with the customer's DSL modem or Internet Service Provider.


• Line Connect Speed Assurance: Qwest DSL is designed to deliver the line speed ordered by the subscriber. However, if the DSL line connection speed cannot be maintained to the Qwest DSL Professional customer's satisfaction, Qwest will, at the customer's request, change the customer's speed to a lower one and adjust future billing to reflect the new speed without applying the standard "change of speed" charge. Also, Qwest will upgrade the customer to a higher speed without charging the standard "change of speed" charge if their line can support it.

• Calculate the number of months remaining in the contract.
• Multiply the number of months remaining in the contract times the customer's monthly recurring rate.
• Multiply the total from step 2 times 40%.
• The product calculated in step 3 is the dollar amount due under the terms of the Termination Liability.

• The customer moves to an area that does not provide Qwest DSL.
• The customer orders new service(s) that is equal to or greater than 115% of the remaining value on the contact that is being terminated.
• New service(s) must be installed within 30 calendar days of the service removal on the existing service agreement.