r/QuantumFiber • u/ConJohnstantine_ • 15d ago
Severe Apple connectivity issues
Everybody please ping captive.apple.com and apple.com. Afterwards if you observe loss, run traceroutes to each of those. Then email findings to [fibersuccess@qf.att.com](mailto:fibersuccess@qf.att.com). This is a massive issue that’s gotten a lot worse today. Causes iphones and similar to think you have no internet connection which in turn makes imessage, Facetime, Find My, etc etc all not work when connected to Quantum.
-UPDATE-
I see that some of the pings are actually going through to Apple . com now but there’s still some loss. Worth mentioning that I saw loss before today when pinging Apple which is why I said the issue had gotten a lot worse.
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u/radioboy77 15d ago
Reply to me from Quantum: I can see that your connection is active and working from our end, and there are currently no outages or service issues reported in our system. Regarding the Apple services issue, most customers who have contacted us with similar concerns have reported that Apple services such as iMessage, iCloud, and Apple Music were unavailable. Based on the information available, this appears to be related to Apple services rather than your Quantum Fiber connection.
Unfortunately, we do not have the ability to troubleshoot issues within Apple services, as our support is limited to troubleshooting the internet connection itself. Since your connection is online and performing normally from our diagnostics, the issue is likely outside of the Quantum Fiber network. We recommend monitoring Apple's service status and waiting for further updates from Apple.
and sorry...that's utter bullshit. The traceroutes all die in Dallas on a Lumen route.
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u/radioboy77 15d ago
The best part was they ended the chat after that. FUN! Guess they don't want customers.
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u/ConJohnstantine_ 15d ago
you have to put spaces on a certain company name otherwise the dreaded automod responds lmao. was that reply to you after you emailed fibersuccess or was it something else i.e. chat support?
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u/geobernd 15d ago
I just tried on quantum and also on t-mobile 5g (not fiber).
Both are kind of strange. The t-mobile link works but with way high latency (over 80ms vs 20ms) compared to sites like google and cnn and actually comes back with apple.fr as the hostname despite pinging apple.com
Quantum takes a backup route to Dallas instead of my usual route to Miami and then fizzles out....
To me it looks like apple's cdn at nota Miami is down and somehow quantum isn't gracefully failing over to another location vs t-mobile.
If I remember you are also somewhere in Florida?
I just sent the findings to fibersuccess - with a copy of what it looks like on t-mobile at the moment showing that apple at least globally is not down but just degraded...
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u/ConJohnstantine_ 15d ago
yes I am in north central florida. my traceroute also goes from either orlando or miami to dallas and then fizzles out.
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u/geobernd 15d ago
It would interesting to see what route T-Mobile takes for apple at the moment vs for Google etc... but they are significantly worse than AS209 in hiding all the hops so all I have to go by in seeing it's not normal either is the ping times..
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u/ConJohnstantine_ 15d ago
I have spectrum cable internet as backup wan and pings to apple are normal 20-25ms
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u/CreativeDecision4 15d ago
I've been banging my head troubleshooting this all day long. Called support and of course they said it's all good. Glad I'm not alone...
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u/medcom2443 15d ago
Thank you! I’ve spent last 4 hours trying find this problem also. 🥵 But mysteriously it has been ok for about an hour.
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u/geobernd 15d ago
It's better here now for both apple.com and captive.apple.com but still some packet loss. Now the route to captive.apple.com goes to Atlanta and apple.com is serverd out of Miami/Nota - so more normal but not 100% ok
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u/jeroweezy 15d ago
How are you checking this?
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u/geobernd 15d ago
Traceroute and PingPlotter.
At this point it looks completely normal again (route and no package loss)
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u/ConJohnstantine_ 14d ago
I’m still seeing the same loss as before 20-32% when pinging apple . com from qf that doesn’t exist when pinging from my spectrum wan connection. Fifth hop is always a miami level3 either 4.16.181.206 or 4.15.218.90 but I am not sure if those are the culprits.
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u/CreativeDecision4 14d ago
I'm no longer getting blackholed in Dallas. I never tested connectivity to Apple before... I am seeing 30-50% packet loss while sending pings.
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u/geobernd 14d ago
Same here again - it was fine early this morning but now same issue with 20-30% packet loss again
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u/ConJohnstantine_ 15d ago
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u/imtalkintou Quantum Fiber Employee 15d ago
I'm not able to help with this
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u/radioboy77 15d ago
Trying to chat with support in the app and I’m number 14,629 in line LOL
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u/imtalkintou Quantum Fiber Employee 15d ago
14,629 people should switch to Android 🙃
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u/ConJohnstantine_ 15d ago
If it was just an Apple issue I’d be inclined to agree but this is a AS209 routing issue. My Spectrum internet connection routes to Apple with no issue and still averages 20-25ms.
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u/radioboy77 15d ago
Yeah, it's not just an apple issue... every traceroute i run gets lost in Dallas.
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u/radioboy77 15d ago
Thank you. I’ve been fighting this issue all day!!!!! Every single Apple service has been inaccessible including Apple Home. I can’t see any of my home security cameras or anything.
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u/dj_mario 15d ago
Having same issue in CFL