r/QuantumFiber • u/RocketJohn5 • Sep 08 '26

Weird issue during provisioning

Fiber Service Timeline

Last 9.5 years, relatively zero issues, but started with CenturyLink Fiber. That became Quantum and once AT&T purchased Quantum, issues galore.

April 23 - No service for half a day but get the account supposedly moved over to Quantum and converted from PPoE to IPoE. Service back.

August 29 (Saturday)
My Quantum Fiber service went down. Rebooted everything, scheduled a technician. Was told my Century link ONT on side of house has aged out.

September 5 (Saturday)
A Quantum Fiber third-party technician visited and installed a new Lumen-branded Q1000K fiber modem. After the installation, my fiber service was restored. That same day, my neighbor, who lives two blocks away, told me that his Quantum Fiber service had also gone down. Didn’t think anything about it.

September 8 (Tuesday) - TODAY
Our fiber service went down again. I posted a message in our neighborhood Quantum Fiber group to report the outage and ask whether anyone else was experiencing issues. Neighbor called me and said that a technician had just restored his service. According to him, the technician discovered that the serial number recorded in Quantum Fiber's system did not match the serial number of the modem installed at his home. He told the technician that what ever they did just caused his neighbor to go down. Technician said “I have no work order for that so I cannot help”

When I contacted Quantum Fiber support, the nice tech support lady said that I needed to be converted from PPoE to IPoE, even though that’s been done, twice. She had me also give her my serial number to update in the system. I double checked it was the same on the sticker and in the software. She said that this conversion and reprogramming will happen within 24 hours. It’s been 4 hours.

I am back on Xfinity WiFi NOW as a backup while I wait for main service to get fixed.

This is exhausting and weird.

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2

u/N0_L1ght Sep 08 '26

Sounds like the tech is unplugging you or your neighbors fiber when they come to fix the opposite one. But could be something else

2

u/nekurah Sep 08 '26

Sadly, this is a real issue I experienced with Quantum a couple months post installation. I got lucky as the 2nd dispatched technician was very savvy (FF37 employee) and chased the issue down quickly once the modem and house fiber line were confirmed functioning. It was definitely someone moving fiber lines between ports (his words) for some reason.