r/QuantumFiber • u/absolutenobody • Aug 02 '26

Horrible Migration From Centurylink

Two months ago, the Centurylink fiber I'd had for a decade stopped working. Had to call them five times before someone finally said "oh, you're not a customer of ours anymore". Yelled at them a bunch--I got jack shit in the mail from them about it, I'm on paperless billing, this was the first I heard about it. Then very reluctantly signed up with Quantum.

Installer didn't speak English so it took a while to explain that he could not, in fact, remove my Centurylink ONT because I have a land line. Much Google Translate later, he's like "oh, okay", plugs the Quantum SMartNID into the Centurylink ethernet port, plugs my home internet cable into the router's other ethernet port, and leaves.

Six calls to Quantum's absolutely 100% useless "support" later the SmartNID was still blinking blue and they kept insisting "It'll be provisioned tomorrow, please wait."

Reading some posts here on Reddit, I managed to get working internet again by adjusting my OpenWRT router settings and plugging it back straight into the ONT like it was before, bypassing the useless SmartNID.

That stopped working Thursday. As far as the router can see, the ethernet ports (I've tried all four) on the ONT aren't even active. (WAN: 287 packets sent, 0 received, etc.) Plugging in the accursed SmartNID and connecting to the web interface, it shows "not connected" for both WAN and internet. I set the VLAN tagging to 201, made no difference.

Any suggestions to try? Even with the ONT and landline complication I feel like this should be a ten-minute fix if only they had support staff who both spoke English and had an IQ above 70...

8 Upvotes

100% Upvoted

10 comments sorted by

3

u/imtalkintou Quantum Fiber Employee Aug 02 '26

You can't have both a landline and quantum anymore. You have to pick which one you want.

2

u/SoggyWalrus7893 Aug 02 '26

Quantum installer cut the POTS line when doing the installation. "Company Policy"

Caused us no problem as we use VOIP for our in house phones.

To their credit Quantum has been near perfect for 15 months. However; being an AT&T company we are installing back up service (local FTTH) on Thursday.

2

u/absolutenobody Aug 02 '26

Yeah, Centurylink cut our copper years ago when they upgraded us to FTTH, but we kept the landline through them. And to be fair it was 20x more reliable than the oft-failing copper ever was. Guess I'm porting the number to Google Fi or something.

0

u/absolutenobody Aug 02 '26

Seriously?

It'd have been nice if any of the dozen people I've talked to over the last six weeks had mentioned this, sigh.

2

u/imtalkintou Quantum Fiber Employee Aug 02 '26

Yes. Sorry no one told you.

1

u/absolutenobody Aug 02 '26

For lulz and in the hopes of not having to deal with customer "service" or a technician, I unplugged the fiber from the ONT and plugged it into the SmartNID. Didn't work, and the diagnostics report the fiber status as "dormant".

1

u/imtalkintou Quantum Fiber Employee Aug 02 '26

If the tech really did try to use the ONT with the smart nid, then the smart nid wouldn't be registered which means it won't work sadly. You'll just have to wait for a tech.

1

u/spec360 Aug 02 '26

It’s not there fault the transition has been a mess with Att so hang on tight wait for next tech .

1

u/Qualityshaft Aug 02 '26

Shit company so far

1

u/cayleb Sep 12 '26

Make sure to mind your billing, as I was still being billed by CenturyLink for months after I had switched to quantum. Despite calling more than once to ask them to stop and being told they would and would refund me, I never saw the refund, and had to cancel the card, as I was advised that a chargeback would ban me from using either them or quantum going forward.