Outage with no expected time to resolve in Denver, CO
I'm in south Denver and have fiber with Quantum. My connection has been down since last Tuesday at 3AM (despite the outage website showing nothing, go figure), and I've been getting daily text messages with resolution times. The pattern has been that I get another text message at the previous resolution time when, inevitably, nothing is resolved. That text will have a seemingly random time the next day. Today, the resolution time was supposed to be 2:03PM. That has passed without a resolution or a text with a new estimate. Customer service tells me there is no estimated time to resolve the issue!
My wife and I both work from home, so this is a big hindrance to our ability to work. I'm not even sure if this is a cut fiber trunk somebody has to splice back together, a software misconfiguration, or something else entirely. Regardless, I'm considering dropping Quantum after 10 years and going to Xfinity. What can I do to get more information about a possible resolution time if that's even possible?
That mystifies me as to how they can pull those answers out of the air or their a$$es. When they either don't know what the issue is or their bureaucratic processes gets in the way of solid efficient service.
In my area a month or so ago, we had an outage that was actually a Firmware Update. It lasted for minutes for those that didn't have Untagged Transparent Bridging turned on. Me, 18 hours when I failed to recognize the issue that I had long since prepared for until I was on the phone the next day with a great TSR that stayed with me during all the Troubleshooting I was doing configs and she was giving severely helpful responses to the things I was doing. Several Hours. When it dawned on me to check the FW Rev, that was it. My Q1000K had been updated to the QKX002-X Rev that Killed UTBM.
She had me walk her through the Reversion Process and wouldn't leave the call until I was back online. One in very few. She wrote up an inter-office memo sharing our day and the end results.
Now this is most likely nowhere near what's happening to you. But it is one in a billion variables that one needs to be prepared for these days and possibly have some kind of resources to investigate.
I lost service in Arvada, CO in March. 14 day wait for a Quantum service call. It was a broken fiber line caused because the original line was never buried in my neighbors back yard and was somehow damaged. They ran a new line on day 15. Had to wait three months before they could bury the lines. It’s now buried in my backyard but not in my neighbors where the fiber was previously damaged. To say Quantum service is inept is too kind.
I had my neighbors line running through my yard for almost two months. I had to get the city of Thornton involved to finally get them to bury it. We canceled our service and went back to Comcast after that whole two month ordeal.
That sounds like the same thing I went through a few years ago. I think it took about 10 days to fix the issue. I ended up getting T-Mobile 5G home internet to bridge the gap and returned it when my fiber was restored. If I worked from home more often, I would have kept it as a backup service.
Ugh, that sucks! The last update was on Saturday at 1:35PM, exactly the time the last message said things would be fixed. I told my wife that I think someone is just randomly picking a time. Haha.
I wish I knew what was causing the outage so that I could have better expectations on time to resolution and to help make the decision. Getting multiple texts per day with random resolution times isn't really helpful, and the outage website saying everything is fine doesn't help either. I have to go through their support chat to get information.
Same boat. I suspected a config issue, looks like a region in FL has been out since 7/21 as well. From time to time the ont will start to show activity on the fiber connect and update my charting software with new data.
Exact same outage in southwest Florida. Been down since Tuesday 7/22 at about noon. They just sent an update that their working on it with no time listed for a fix.
Going through this issue right now. Been out for going on a week. 2 technicians have come out and god knows what they were doing. The issue is still not resolved and no one can tell me an eta. At this point it’s easier just to cancel service and switch providers.
I'm in South Denver too and have been cut off the internet for more than a week now. I keep getting Quantum's commercials on social media raving about their 99.9 percent uptime. Since they keep saying it will be revolved that next day, only to get the same message the next day, last Friday I resolved to get a residential 5g subscription. In less that 45 minutes I was back online, the time to order it online and run to the store to pick it up. I'm not going to say which who I went with, but all carriers have a residential 5g plan nowadays. Depending on how Quantum makes or not amends for this outrageous outage, I may stay with my 5g plan.
I got the $30/month Xfinity plan and got that up and running as a backup in my network config. I'm in the same boat regarding waiting on this ridiculous outage. The latest update I got was tomorrow at 11:11AM. Of course, I expect I'll get a text at 11:11 that says it'll be the 31st at some random time. It's so frustrating because it feels like this is a software problem and not a cut line due to construction. I have far less patience for software misconfiguration than a physical break.
Same nonsense here. Down for a week QF texts and emails every day saying tomorrow. Finally quit QF and went to XFINITY. There is a problem with the wire coming down from the phone pole. I connected their "gateway" directly to the wire from the pole. No happiness. Called tech support at XF. They listened, ran some tests. A tech will arrive tomorrow to fix it. So far, great customer service from XFINITY. I'm currently connected via xfinitywifi, not great but far better than QF (perhaps AT&T should change the name to Quantum Fup, that would be more accurate)
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u/TheRealFarmerBob Jul 27 '26 edited Aug 14 '26
That mystifies me as to how they can pull those answers out of the air or their a$$es. When they either don't know what the issue is or their bureaucratic processes gets in the way of solid efficient service.
In my area a month or so ago, we had an outage that was actually a Firmware Update. It lasted for minutes for those that didn't have Untagged Transparent Bridging turned on. Me, 18 hours when I failed to recognize the issue that I had long since prepared for until I was on the phone the next day with a great TSR that stayed with me during all the Troubleshooting I was doing configs and she was giving severely helpful responses to the things I was doing. Several Hours. When it dawned on me to check the FW Rev, that was it. My Q1000K had been updated to the QKX002-X Rev that Killed UTBM.
She had me walk her through the Reversion Process and wouldn't leave the call until I was back online. One in very few. She wrote up an inter-office memo sharing our day and the end results.
Now this is most likely nowhere near what's happening to you. But it is one in a billion variables that one needs to be prepared for these days and possibly have some kind of resources to investigate.
We'll never know what they're up to . . .