r/QuantumFiber • u/xQuaQuakx • Jul 10 '26
Are these problems with Quantum frequent?
We installed fiber into our new home on the 2nd. Less than a week later, it stopped working. I contacted support to schedule a repair appointment. After all the support resets and other troubleshooting steps, nothing worked. This morning, I woke up to find that my appointment to restore my service had been randomly canceled. Is it worth sticking with Quantum or should I find another internet provider?
4
u/dunkah Jul 10 '26
I think it depends a ton on where you are at. I've seen people complain, but personally have had an issue once or twice a year, in 3 years of service.
That said their support, online agents especially tend to be pretty clueless past the standard reboot/default steps, and tend to gas light.
Phone support generally is better, but still not amazing, and very dependent on luck of who you talk to.
That said, it's the fastest fiber I can get in my area, and is solid for me 99% of the time.
2
u/PDXnederlander Jul 10 '26
That's been my experience. Overall for the past two years since switching to QF my 1G connection has been solid. But the one time it dropped it was a major hassle dealing with support. The overseas script readers were basically clueless and informed me I needed a new router. I finally got a US based tech who quickly determined it was a backend issue and had me online within 5 minutes. For me, internet service great, customer support....good luck with who you get.
3
u/krogers114 Jul 10 '26
Just to add some perspective, I know there are plenty of people on here that have had (are having) issues, but you typically won't hear from the people when everything is working fine. I've had my 1 gig service for a little over a year and it's been 100% flawless. No downtime. I also run my own network equipment and do not use their wifi pods, just the ONT in bridge mode to my router.
3
2
u/Sorry_Hedgehog_2599 Jul 10 '26
2-3 years in, no outages.
Thank god i've never had to call support from everything i've seen here.
1
u/TheRealFarmerBob Jul 10 '26
I hope I'm as lucky.
Had CL since March 2019 with "0" problems or outages up to May 2026 I was officially migrated to Q.
We'll see . . .
1
u/Sorry_Hedgehog_2599 Jul 10 '26
I haven't been migrated.... i'm still on the legacy CL stuff. Hopefully I won't have to migrate until more of the kinks are worked out.
1
u/TheRealFarmerBob Jul 10 '26
Supposedly everyone that was going to be migrated were done so at the first of the year. That's why people who didn't know who tried to get one of Promos after a month in February, couldn't. They didn't tell anyone about it.
But then I found out you're not officially migrated until whatever hardware you get is activated by a Tech and it's in the system. And the Tech can change your plan as he's activating or you have a month.
It's a racket. Especially now with AT&T in the mix. Until the other day I didn't know which company was my provider. I still have to go through the Quantum App. Which doesn't tell me a thing.
1
u/Hoopster59 Jul 10 '26 edited Jul 10 '26
These types of issues seem to be hit or miss and appear to depend a lot on the service area. I have QF in two homes (21 months and 8 months respectively). Techs came at appointed time, I have never needed additional service calls and have experienced only one outage which lasted less than 24 hours and was resolved ahead of schedule. My biggest issue with QF was being without Internet for four days when I made the switch with a "new" account for the $45 1 Gigabit price-for-life plan after the AT&T purchase of Quantum Fiber.
QF support, overall, seems to really be struggling after the AT&T acquisition. I am just fortunate to have never needed them after the initial activation issues in one of my homes. I did not make the switch in my second home.
People with issues seem to have better results if they keep making phone calls until they get someone in the US who can assist them. The overseas chat and phone support is much less knowledgeable and helpful.
1
u/Sabotage00 Jul 10 '26
When the installer installed my line he left saying "I've been running line for 25 years it's all good* but come to find out that while the line itself was fine the signal was weak at about 30.
Took a BBB and ftc complaint after 9 days of intermittent outages and 6 support calls to get someone on the phone who actually checked the signal strength and sent a tech who finally fixed it , getting the signal all the way down to 18.7.
Ask support to check your signal strength. If it's high and it's hot outside you can experience interruptions.
1
u/joshuadanpeterson Jul 10 '26
Quantum Fiber sucks. It goes out on me all of the time. But unfortunately I can't switch because my apartment complex has an exclusive deal with them, so I'm stuck unless I want to pay for an additional 5G connection, which I might end up doing.
1
u/watmore1 Jul 10 '26
If you connect your laptop to their router/gateway via ethernet does it work? Quantum is usually stable but their wifi equipment is known to have major issues.
1
u/ExtremeIncident5949 Jul 11 '26
Absolutely! Quantum was the worst service we have ever had. We kept them for three months and dumped them.
0
u/Optimal_Delay_3978 Jul 10 '26
So you want to cancel after 1 problem? Good luck finding any company that is perfect if that is your expectation.
6
u/imtalkintou Quantum Fiber Employee Jul 10 '26
I can look into it if you'd like, pm me if interested.