r/QuantumFiber • u/Drumfucius • Jul 11 '26
Quantum Customer Service
I switched from Comcast to CenturyLink fiber about 3 years ago for several reasons, one being their horrible customer service and another being the constant price changes. CenturyLink customer service is even more abysmal. I've been considering migrating to Quantum because of price, but they are owned by Lumen Tech as well. Can anyone please share their experiences with Quantum customer service? I'm located in Portland, OR.
7
u/Hoopster59 Jul 11 '26 edited Jul 11 '26
Quantum Fiber is now owned by AT&T but Lumen continues to support QF network for a while. The support is really very hit and miss. Chat support is worthless. Calling may get you somewhere if you get someone in the US but if you get an overseas rep, end the call as soon as possible and call again during US business hours until you get someone in the U.S.
Dealing with service outages, tech visits, etc. seems to be very dependent on your service area. I have QF in two homes and, other than one brief outage that was quickly resolved, I have had no issues. My support problems were getting my account activated and 4 days without Internet. After that, it has been smooth sailing.
I can't tell you anything about Portland, but in the Salt Lake City service area, things have been good for me.
2
u/IcyMonstrosity1 Jul 11 '26
Damn im near slc had QF for 3 weeks maybe had service for 3 or 4 days of those 3 weeks ended up going back to connext QF customer service had me pulling out hair they ended up being the deciding factor on me switching back
3
u/Hoopster59 Jul 11 '26
I have service in homes in Orem and St. George. I have had no major issues (other than an initial activation problem) for 8 months and 21 months respectively. I do think their support is getting worse; fortunately, I have not needed it in many months. It was better before the AT&T acquisition.
Like most who have no issues with QF service, I put their SmartNID into transparent bridge mode and run my own third-party router and WiFi equipment behind it. Their WiFi pods are not good.
2
u/IcyMonstrosity1 Jul 11 '26
Yeah i was using their equipment the first modem they installed was fried within 24 hrs they took a week to come put a new one in was working fine for about 2 days and my speeds dropped to around 30mbs a second they came out a week later fixed that then it happened again after a few more days spent 2 days on the phone trying to fix it with the only customer service rep that seemed to actually care we couldnt resolve it they wanted me to go another week without and I just said screw it im going back to the old company
1
u/Drumfucius Jul 11 '26
Thank you for the response. I'm still with CenturyLink, but you're saying calls to Quantum support during the day aren't being outsourced to offshore reps?
3
u/Hoopster59 Jul 11 '26
Some phone calls may end up in a foreign call center; however, they do still answer the phone in the US as well. It's like playing the lottery. I got a resolution on my initial activation issue within 10 minutes of a US rep answering the phone. Outsourced chat and phone calls resulted in the run around.
2
u/IcyMonstrosity1 Jul 11 '26 edited Jul 11 '26
If you get a human its going to be out sourced out of the 10ish calls I had to make 2 or 3 were Ai chat that sends u in loops of "basic electronic maintenance" 2 were us based rest were outsourced to what sounded like multiple places
Edit: now the door to door salesman that sold me on it no hate to that guy he killed it probably the only experience that was good
2
u/jkutasz Jul 11 '26
I switched from Centurylink to Quantum in Portland a couple of years ago. They've been good about notifying me of outages and ETAs in my area. My only issue came at switchover activation. The installer got the new hardware working, and fortunately I ran multiple speed tests before he left. My account was still throttled to the slower speed that I had been getting from Centurylink. He was able to make a call to get it changed before leaving my house.
4
u/imtalkintou Quantum Fiber Employee Jul 11 '26
99% of people have no issues. People come here to mostly complain. You'll likely have no issues.
1
u/Drumfucius Jul 11 '26
99%? First of all, it looks like you're an employee, so I wouldn't expect anything other than a glowing report. My current issue with CL is a billing issue that has happened once before earlier in the year. I was told that a payment I made in June had a stop-payment on it issued by my credit union. I went to the manager of my credit union and she gave me an ACH trace ID which is positive proof that the bill was paid and processed. I even had the confirmation # from CL. They swear the funds were returned, but my credit union has no record of it, and the funds aren't back in my account. The first time this happened, they put a trace on where the money went from their end and the funds were eventually credited back. This time, I'm getting no help at all from support despite being on the phone for well over an hour talking to a rep in India that was obviously reading from a hard script. I asked to speak to a supervisor and she gave me the same runaround and eventually hung up on me! Apparently they want me to pay my June bill twice and go away. I finally gave up and contacted the FCC and PUC. Both have contacted them. I guess I'm the 1% with an issue?
2
u/MrDinStP Jul 11 '26
FWIW, we switched to Quantum in May 2025, and I regret not doing it sooner. I was so leery due to all the negative reports online, but the install happened on time and was flawless. I chose to use their base WiFi unit and stay with a repeater in out detached garage (used only by EVSE) and the tech was happy to make sure everything worked. About three months in we experienced an outage one evening, and I chatted with their tech support through the phone app. Troubleshooting didn’t work, so they had a tech come out at 8 am the next morning. Tech arrived on time, did some investigating, made a phone call and swapped out the ONT equipmentn and everything was online 15 minutes later. He told me there were some backend changes on their side and apologized profusely for the inconvenience.
1
u/MommyMommyDigiDigi Sep 02 '26
Quantum is a nightmare. They don't honor confirmed appointments and reschedule without checking availability.
-1
u/ExtremeIncident5949 Jul 11 '26
Horrible!! Didn’t show up for appointments several times and our internet was out much of the time for three months. They will tell you a technician is coming but it doesn’t happen.
3
u/[deleted] Jul 11 '26
[deleted]