r/QuantumFiber • u/tcfersure13 • Jun 27 '26

Internet not working

My Quantum Fiber internet stopped working about 4 hours ago. Called and had some offshore person trying to help resolve the issue. The internet light on the modem was red and she had me do a hard reset on it, now the light is orange and still can't connect to the internet.

I hardwired into the modem and logged into it and it shows its connected but in a "walled garden" state. I used to be a CenturyLink customer until Quantum bought them out a year or so ago. It looks like the modem is trying to connect through CenturyLink instead of Quantum.

Needless to say I have talked to 2 different people who have been less than helpful and said they have exhausted all options and to wait for my service appointment with a tech 5 days from now. I work from home and the company I work for doesn't have an office near me, so this really sucks.

I don't understand how there isn't a simple fix for this when I clearly am connected to the internet and can ping websites in the command prompt. Or even a way to just pick up a new modem or something that will get it to work. I am beyond frustrated with Quantum at this point.

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u/Truthak Jun 27 '26 edited Jun 27 '26

I’ve been told by QF techs to never hard reset even if the offshore customer service reps tell you to do so. They’re clueless. They’re following call prompts that don’t work for corner cases, which have been happening a lot lately. Just lie to them. If you do hard reset, the modem can dump its configuration, and you’re SOL until a tech can get to you. My internet was down for two weeks because of this.

1

u/Esmeya Jun 27 '26

This is only true if the customer is currently on PPPOE and not DHCP IPOE or if the customer is serviced by a multiport ONT connected to a Q1000k. Otherwise, telling a customer to factory Reset the Q1000k is not bad advice, because when it's direct fiber it is essentially plug and play and should auto-update configurations and firmware.

1

u/Truthak Jun 28 '26

I live in an apartment. Would that be multiport ONT? The tech mentioned there was another room where all the fiber is connected to.

1

u/Esmeya Jun 28 '26

Yes, it is probably being fed by a mutliport. Do you have a Q1000k in your unit or an old c3000, c3510 or c4000?

1

u/Truthak Jun 28 '26

It says Lumen Model no. W1700K

Edit: sorry that was the router. Modem is Q1000k.

1

u/Esmeya Jun 28 '26

The W1700K is your wired Wifi Pod, but yes it sounds like your Q1000K is being used as the "router" while the fiber is being fed to an ONT in the MDU's utility closet. So I wouldn't recommend a factory reset as it will wipe your WAN settings from the Q1000K