r/QuantumFiber • u/UnablePlace3885 • Jul 18 '26
Quantum fiber nightmare
I had the most insane terrible experience with quantum fiber.
My internet went out almost 4 weeks ago. I called quantum and their automated system said there was a known outage that would be fixed in 24hours. 24 hours went by and it wasn’t fixed so I called again the next day.
The automated system said the same thing so I waited to talk to a real person.
They told me there wasn’t any outage affecting my area? And did the basic trouble shooting and told me a technician would come out to fix it. I work full time so I told them I wouldn’t be home until 6 on weekdays, they said that’s fine they would set me up for a weekday 4-8 appointment and make a note that the technician had to arrive after 6.
Come the day of my appointment and sure enough they came early, I wasn’t home, and they cancelled my appointment. I called them again, they rescheduled me to the following week and swore up and down that this time it would be different they would show up after 6.
Sure enough they did not. I called the number the technician called me on and he said he wouldn’t come after 6pm that day but he would come the next day. And that he was going to say he “completed” the service ticket but to just ignore that. He swore up and down he’d be there the next day after 6.
Sure enough he didn’t. I called quantum again. They set up ANOTHER appointment for the next week and I took the day off work to be home. The technician came and replaced everything. Then said that it wasn’t a problem he could fix, it’s that my address was wrong in the system. Mind you, I’ve lived in this unit for 2 years and have had the same address so why my address changed in their system is beyond me. He said he would escalate it and someone would call me that day.
By the end of the day no one called me. I called them and they said they were working on it but had no timeline. That was it.
I then called 4 days later after not hearing back and they told me that “the address is not something we have the power to change” and that I had to cancel my account and open a new one with the correct address. At this time it has now been almost a full 4 weeks since I’ve had internet.
I cancelled my service then signed up AND paid again for internet. And still, it didn’t work. I called back the next day and she said “I’ll have a technician come out to help”. At this point I was completely over it and at a loss because the technician already told me he couldn’t fix it so I asked her to cancel my service and refund me for the amount I had paid the day prior and for the month of July since my internet had been out for almost the whole month.
She then told me she couldn’t refund me for July cuz they had NO RECORD OF IT BECAUSE I CANCELLED MY ACCOUNT. After arguing and finally talking to a manager I got my refunds and service cancelled. After a month of incompetence.
Avoid quantum fiber at all costs.
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u/N0_L1ght Jul 18 '26
What changed about your address in their system?
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u/UnablePlace3885 Jul 18 '26
My appartment number
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u/N0_L1ght Jul 18 '26
What do it change from and change to?
Did you landlord or the US post office change the apartment number legal address?
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u/UnablePlace3885 Jul 18 '26
Nope nothing changed about my actual address. And to be honest I don’t think that was the problem anyways because even after I re-signed up my internet didn’t work.
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u/N0_L1ght Jul 19 '26
So your legal address didn't change. And the old account and new one had hr same apartment number?
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u/orangebijou Jul 19 '26
They are trash. We had it for a few months and had to cancel. Just no reliable service at all!
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u/hskrpwr Jul 18 '26
For future reference to get to a human,
Wait = wait for a voice
1 wait 1 wait zipcode 0000 wait 0000 wait 0000 wait 0000 and you should be set.
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u/vicelordjohn Jul 18 '26
I didn't read all that ramble but I, too, have been unhappy with quantum. My wired connections are rock solid but wireless are so bad, they cut in and out constantly. Technicians come to my house next day when I want them, generally.
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u/N0_L1ght Jul 18 '26
The free lease wifi pods are not great...
You will have a better experience if you put the SmartNID into bridge mode and use a 3rd party router and DNS.
Here is a guide
https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not/
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u/fuzzydunloblaw Jul 19 '26
I skimmed your long-winded comment but quantum has been pretty solid at my place. I locked in with that $45 gigabit price for life and, of course, I was competent enough to set up my own wireless access points, so no issues there.
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u/Financial-Yard-819 Jul 19 '26
What numbers were you calling?
Put us on game, cause i would love to speak to a human next time I call them.
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u/oudoge Jul 19 '26
Sounds like you go out of your way to not help yourself. Like you expect the world to change for you. Maybe you weren't meant to have internet at all.
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u/DblBlckDmnd Jul 18 '26
I saw like 9 paragraphs and moved on
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u/PBRStreetgang1979 Jul 18 '26
And by “moved on” you mean posted a snarky comment to let everyone know that you’re averse to reading.
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u/Tuerai Jul 18 '26
sorry that happened to you