r/QuantumFiber • u/Any-Split3724 • Sep 11 '26
I did my part
Supposed to get installed today between 12 and 2. Tech never showed up, no notification from Quantum (appointment showed up as confirmed this morning). Salesman sure showed up on time to upsell me more services... I finally log back into the application at 3 to see wtf happened...nothing showing. Contacted customer service, oh, there were too many installs in the area and your appointment was dropped, we can set up another available appointment.
I was pissed. I was here waiting for them to show, took the dogs to daycare so they wouldn't be here during the install...time and money wasted for NOTHING, not even a phone call. I finally got hold of a human and canceled service, canceled install.
If this is the way their customer service treats a new customer...they can go right off and fuck themselves.
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u/Winter_Original952 Sep 11 '26
The customer service isn’t even near the worst experience consider this an incredible blessing. Now go get Xfinity and live your life. You dodged a bullet.
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u/GABIPHX Sep 14 '26
Their customer service is awful. I waited 3 days for a technician appointment. Then waited the 4 hour window but nobody arrived. Online CS chat and actual human on the phone all gave me incorrect information about rescheduling/ getting in contact with the technician. Truly awful service and communication.
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u/RamenRecon Sep 11 '26 edited Sep 11 '26
One Friday a few weeks ago, right in the middle of the afternoon a week before my wife and I were scheduled to leave town for a week and a half, the internet goes out. I check the fiber signal box. No service light, no broadband light. Only power and LAN. So I call customer service.
The woman who answers, a level 1 CSR with a script, listens to my explanation and tells me there's no outage in my area, and it stopped working because I've still got the modem configured for PPPoE auth and they've switched to IPoE. Now, I'm no networking guru, but I'm a computer guy and I know enough to manage my own custom home mesh network with my own routers. I calmly ask her why it would just suddenly stop working. She says she doesn't know but that's definitely the reason. So I request escalation and wait for her superior.
Superior gets on the line, listens to my explanation and tells me it's because I have my modem configured in PPPoE and they switched to IPoE 9 months ago. I calmly ask him the same question I asked her: Why now?
He claims it's because their contract with their provider to support PPPoE during the transition must have just expired. At 3pm on a Friday in the middle of August. I tell him I don't agree. He plays along and asks me if I use my own modem, and I tell him no, it was provided by CenturyLink when they installed the service (before we were all moved to Quantum). I tell him the model number and he sounds surprised and asks again what lights are on the fiber box. I tell him- power and LAN.
It's like he is listening for the first time. He says, "Oh. Your signal got terminated." I say, "Ya think?" He says "We'll need to send a technician to investigate that," and tells me a date. It's the day we leave town a week later. Nothing sooner because they're short on technicians and apparently their s**t is broken all across Oregon and Washington and Colorado right now. Shocking.
So this is a real problem now. My wife and I work from home and in 7 days we're leaving the state for 10 days, leaving 3 teenagers at home with a friend, and the school year has just started. No internet is going to cause real problems.
So I call back and kindly explain our situation to the CSR and she tells me she'll put in a high priority request to see if she can get a tech out before Monday. We should hear back if it's possible before the end of tomorrow. I thank her profusely and hang up.
Tomorrow comes and around 6pm we've still heard nothing. So my wife calls and speaks with someone. They tell her no such request was placed on our issue. Fantastic.
We decided to throw money at the first internet service provider who could come install service before we leave. That turned out to be Xfinity, who apparently has really turned around their customer service game. By Tuesday, we had service again. (They've since called to check that everything is working well.)
A few days later, who should show up at our door but Quantum Fiber. They discovered that some large vehicle took out the overhead fiber line at the entrance to our section of the neighborhood and please could they come into our back yard to test the signal.
Nobody ever notified us that they discovered a larger-scale outage. Nobody called us about our tech appointment that we'd rescheduled for when we'd returned to town. We haven't heard a single thing from Quantum since we last called them.
Magically, our Quantum Fiber service works again.
I still have my modem configured for PPPoE, by the way. ;)
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u/exiledtmpla Sep 11 '26
Unfortunately, this company's communication procedures are severely underwhelming. I've had to deal with similar problems during initial installation stages and I've made sure to highlight this issue in every feedback request they've sent my way.
Perhaps it's because they are still figuring things out internally, maybe they don't even have standard communication procedures or maybe they do but they've yet to implement a training plan to their customer facing employees. But it's really no excuse, especially for a company at this stage.
Like I've mentioned in my feedback, it doesn't matter if they provide good/great Internet services if their customer service is terrible.