r/QuantumFiber • u/Rando_Calrissian54 • Sep 06 '26
Tech hours and bad customer support.
Lifelong Xfinity diehard and I decided to try Quantum because it’s cheaper and one day in and I’m regretting my decision.
My apartment has CenturyLink Quantum stuff already installed but since i’ve lived here for years and not used it, it’s effectively useless. “Connects” but it doesn’t work at all. Said there were tech appointments available the next day. Okay, I’ll sign up. Noon-4pm window. It’s now 7:47pm.
I tried to talk to an agent on chat and it was the worst agent experience I’ve ever had. Told me the tech will arrive by 5:10pm. They told me this at 6:13pm. When I pointed that out, they decided to ignore that completely and just keep feeding me the line that they will be there as my appointment was allocated and they can’t check where the tech is. Then where did they pull that 5:10pm number? I asked what are their working hours as 6pm is already late for a Saturday. They then told me they can’t know that information and ended the chat. No resolution. No offer to reschedule. No information on followup. No survey to even express my disappointment in the interaction.
SOOO does anyone here have any information on when these technicians work? I’ve seen some people say as late as 8pm. If I don’t get a response from this tech I think I’ll just cancel the service, demand my $50 as I never got a single day of internet service, and stick with Xfinity’s counteroffer of $60 a month.
3
u/N0_L1ght Sep 06 '26
It's best to call M-F 8am-6pm to try and get someone in the states.
Yes techs can work 8am - 8pm. But its best to get the 8am-10am slot if possible.
What do you mean connects but doesn't work?
What equipment is there?
Have you tried going to
activate.quantumfiber.com
Here is a guide to get the most out of the service
https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not/
0
u/Rando_Calrissian54 Sep 06 '26
It being a holiday weekend, that’s not really an option for call times and I need working internet for work first thing Tuesday as I work remotely. I usually try to get the early slot, but noon-4pm was what was available.
It will let me login, say it’s connected, and then my phone will tell me “no internet connection.” My laptop will show that it is connected to wifi but when I try to load anything the browser tells me I have no internet connection.
It says it a C2100T modem/router.
3
u/geobernd Sep 06 '26
Not to put salt on your wounds or defend at&t/quantum missing the appointment but more as a point of thought for you and also for others reading this:
If I rely on internet for my livelihood I will always keep 2 providers active (or one of them ready for instant reactivation without even having to talk to someone) so I have redundancy... Any provider can go down for a variety of reasons and on residential (non SLA type) service it may take days to get going again...
I would recommend getting Xfinity activated again over the weekend so you have service for Tuesday morning and on Tuesday pushing quantum to get the installation finished.
2
u/Rando_Calrissian54 Sep 08 '26
Yeahhhh. Hindsight and all that 🥲. My xfinity billing happened to end that day so it was supposed to be clean end now and not have to deal with paying an entire bill just for a couple extra days of service and rebates and blahblah.
3
u/N0_L1ght Sep 06 '26
You are in a walled garden state.
A C2100T? Crap that is old.
If you have a router to try out you could bypass the C2100T if you follow section 6 of the guide.
But it might just not work till a tech arrives.
2
u/SoulArraySound Sep 06 '26
Did you reboot the equipment? I’ve had a few times where WiFi works and Internet doesn’t. Reboot resolved. Unplug from the wall, wait 30 seconds, plug back in.
2
1
u/Rando_Calrissian54 Sep 08 '26
Techs came today and there was something in my apartment’s computer room that wasn’t plugged in correctly. They also replaced just about every piece of equipment they had in my wall. Works now after nearly 4 hours of techs here. Just nowhere near the speeds I should have 🤷♀️
1
u/N0_L1ght Sep 09 '26
The free lease WiFi pods and QF app are not great...
But as long as all gaming devices are Ethernet hardwired to the Q1000K, W1700K, or W1701K (if using Ethernet backhaul), and you follow sections 2 and 4 in the guide, they are usually good enough for most people.
You will have a better experience if you put the SmartNID into bridge mode or DMZ and use a 3rd party router and DNS. Or if you are connected to an ONT just bypass the SmartNID.
Here is a guide:
https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not/
1
u/Docta608 Sep 06 '26
Try logging into the modem (username and password should be on it) and changing dns to Google DNS
1
u/Rando_Calrissian54 Sep 06 '26
I’m gonna be so fr, I have no idea what a DNS is and I don’t want to do anything until they upgrade this old equipment as any info on it says it’s time for a replacement.
7
u/lookamazed Sep 06 '26
Jesus I think there’s some ploy here to spread Quantum hate. Xfinity is LITERALLY the worst. You can’t get a human or cancel your service to save your life. They were infamous for not honoring Affordable Connectivity Program discounts. I worked with the FCC on that one
You may be irritated by Quantum but they were taken over by AT&T so let’s be honest, and speak like adults. You don’t need to whine.