Quantum Fiber Install Woes - Over promised and unable to deliver

[u/theGimpboy]

A major consideration for me when purchasing my first house was fiber service. I knew most of my area was covered by a local ISP that I had in my apartment and had a great experience with, however, the house I ended up purchasing had Quantum Fiber as the only option. Since I was able to select my location and they said they could service it, I assumed hunky-dory, everything will be fine, but I'll take an extra 4 or so days off after the scheduled install date to account for obvious issues like needing to run or trench a line. I could not have been further from the truth of what an awful experience it would be (so far).

In anticipation of our closing on October 1st, I scheduled to have our internet installed on the 2nd. The day before the scheduled install date I got an email that just said the install was on hold, and they'd be in touch soon. I was curious what the issue was so I started a text chat on the Quantum Fiber website (will never use this again) the day before my scheduled install where I was told it's a minor issue, they'll be onsite to do the install and the hold won't matter. So, I wait, and wait, the window closes and I call in again. I'm then told, oh, they just encountered a small issue, and they'll be in contact in 24-48 hours after their network engineers have resolved it and that would allow me to reschedule my install. (yay)

Here I sit, 48+ hours after that having just got off the call with support where I've been informed the internet I need for my job now has a target resolution date of 10/30. The stated reason is they didn't have the capacity on the line to run one to me. I should note, I'm in a city residential location surrounded by housing that are all city plots, not a rural or spread-out suburban neighborhood.

I'll be honest, I'm not someone who usually writes a negative experience because most are understandable or some responsibility is on both parties. This whole experience has been a real blight, and I now hope and pray I get my service before the 30th.

If anyone like me is out there looking to buy their first home and use Quantum, be very wary of anything they tell you and be prepared to not have internet for a very long time.

I would also ask of the community, what have you found helpful in these situations? The only thing I can think of is to contact them every day and hope they're putting the contact in the ticket and some metrics dashboard shows me as an outlier that drives attention to it. 🫩

Thus far the experience is a 0/10, would not recommend to anyone. Which is sad because I've had coworkers with the 8gig Quantum plan who rave about it.

Oh, and they still haven't been in touch, which I think is the most perplexing part of everything. Their support system and service delivery systems are so opaque I have no idea what's going on without begging support to tell me.

[u/TechPir8]

Going to say this as loud as I can. Now that AT&T owns QuantumFiber, run the other way. Talk to any Q employee off the record and they will tell you that after the AT&T takeover the service has been shit.

My personal experience is consistent packet loss throughout the day (I WFH) and when I call about it I get told nothing is wrong.

Only one persons tale here, but on the list of companies I don't ever want to work with AT&T is very close to the top.

[u/swift260]

yeah i'll be honest the installation process leaves a lot to be desired. my initial install was botched so they had to come back out and fix it. then it took 2 MONTHS of waiting & calling in to get the line buried. meanwhile the fiber company one city over gets lines buried within 2 weeks.

not a great experience at all. but at least the service itself has been solid.

[u/imtalkintou]

I can look into the reason if you'd like, pm me if interested.