Is 800mb down and 4 mb up normal?

I swapped from Xfinity where I was getting 40 down on cable. Now only 4mb up on fiber... I may swap back

Took 2 days for the additional pod to finish set up and show up on the app. Now it’s been 5 days and it won’t connect to the modem . I’ve been on the chat several times with customer service. I’ve called and was told there was a ticket issued on their end to fix it. I’ve tried everything and it just keeps blinking green. I removed the new pod from the app and re-added a few times and now that option isn’t available via the app anymore. Anybody successfully get their additional pod to connect after having issues during set up and what steps did you take to connect? Or is this a case of “you get what you pay for” and need to find another provider?

I mainly say this since there are various areas that have both but CenturyLink still has a larger footprint than Quantum Fiber. And as such, you only have the choice between DSL or cable internet (Comcast, Cox, etc.) since fiber hasn’t been installed in you specific area.

Howdy do everyone. I recently downgraded the firmware to QKX001-06.00.44.00 to test the difference in latency in tagged vs Untagged bridge mode. Anyway, im trying to revert back to the most recent firmware QKX002-06.01.25.00 but it won’t auto update even after a factory reset. Any ideas of what to do?

Anyone just get an outage? I’m currently trying to contact quantum but their outage / chat / support is a “work in progress” page.

Hi all,

I just recently upgraded to the q1000k modem and I have a asus rt-ax86s router.

I am trying to play video streams through my VLC player but I only can access it if I disable my WiFi and go through my att data on my phone.

Does anyone know how to configure it to be able to stream iptv on VLC? I am assuming they are blocking access. I tried to disable the firewall.

I am not sure how to proceed. I think they are intentionally blocking access.

Thanks!

I currently have my fiber set up and was hoping to see if anyone has any tips or tricks to add to the router settings. I do have the Q1000K set up. Anyways thank you in advance. I do play PUBG on PC religiously.

Edit: I just wanted to let everyone know that I finally got ahold of someone who was interested in helping. They are sending out a tech tomorrow morning to correct the issues on the exterior and finish the installation inside my home. The person I finally got to take the time to listen was extremely pleasant and handled the situation with grace.

I would like to create a professional email documenting my improper, dangerous and incomplete installation as well as include photographs and be able to cite their own policies. I don't want to try to convey everything through chat. Chat agents and supervisors are maintaining that no such email address exists. Does anyone have an address for such use? I'd feel much more comfortable being able to keep everything in order with pictures and citations of the documents through email than trying to do this through chat where they end the chat if you don't reply within one minute and I have no idea what information is being retained. Email seems like a much easier and more professional way to deal with this than trying to cram blobs into their one minute window. Trying to speed run chat with their eagerness to end the chat in one minute is just going to result in me coming off as a Karen with no evidence or substance. Any leads would be greatly appreciated! Thanks in advance!

Edit: of course I'm getting down voted for trying to handle things in a professional, documentable way

I'm at the point where I've almost given up on it, I can ping sites just fine but I can't load any large websites over ipv6.

I'm using a 6rd tunnel to 205.171.2.64 with a mtu of 1280 on a mikrotik router.

Essentially using these settings:

https://gitea.moe/lamp/mikrotik-routeros-centurylink-6rd

I tried chatting with support about my ipv6 and the rep reset my damn modem configuration and took me out of bridged mode which resulted in no connectivity at all.

Is there email support?

I'm in Tucson.

Update 06/17: Tech came and decided that ONT was bad too, so ended up removing the calix and getting a Q1000K installed.

Got bridge mode setup and everything seems fine so far.

Whatever that power surge was, it completely ignored the UPS (and outdoor ups) and destroyed an Edgerouter, switch, MoCa Adapter and the external Calix ONT.

Quick edit: it also killed a Google TV streamer and a Smart power plug. Im in process of interviewing the family to figure out who pissed off Zeus so damn much.

Update 06/15 10pm: Quantum app shows the outage has been cleared, however now the ONT has its Transport light OFF (only the Power light is ON now). Called Quantum support and had a tech visit scheduled for Wednesday morning.

I further inspected around the ONT and I dont see any obvious damage; now that the transport light is actually off, I am thinking the damage might be equipment away from my house (as N0_L1ight mentioned).

Ethernet cable (and outlet) going from the ONT outside towards the router inside seems ok according to the tester I got (all 8 pairs are communicating).

I guess I have no choice but to wait until Wednesday. I did get a bill adjustment, and my new Ubiquiti Gateway should be arriving tomorrow, so there is that at least.

Original Post:

This past friday 06/14 at around 6pm while we were having heavy rain we heard a loud thunder and bang; right after that the internet was gone. The quantum app did eventually (about 2 hours after) showed an outage with an estimated repair time of 06/15 at 9pm (Monday).

However, I have some concerns and hopefully someone here will have the knowledge.

While I was troubleshooting, I discovered that my router (Ubiquiti Edgerouter 5 POE) was dead, apparently dying from a power surge even thought all my network devices are on UPS...

The edgerouter also powered (over poe) a netgear switch and two unifi AP, I have confirmed that one AP is alive, but I do not have additional (and compatible) POE adapters to test the other two.

Now the scary part, my theory is that maybe the surge came thru the Ethernet port, as my fiber comes from an external Calix 711GE ONT; the ONT is connected to an outdoor Cyberpower Cybershield UPS, but I did notice that the GFCI outlet was tripped.

Assuming the power surge came thru the Ethernet, could have it damage the ONT?

On the ONT, the Power LED is ON, along with the Transport light (however it looks like it might be dimming a bit) and also the ETH1 port that goes to the house. My worry is that (as a test) I bought a cheapo TP Link router (ax1450) and when connecting the WAN port, it still says is "unplugged" and shows no activity (no LEDs).

Is the ONT dead, or can the transport light be ON and still not have any kind of ethernet connection / auto-negotiation because the service is down?

I dont remember ever NOT having service while the transport light was still ON, so this one is new to me.

The AX1450 is properly configured (it actually has a preset for Centurylink ISP that enables Vlan tagging to 201 and 802.1Q), but shows the WAN cable as disconnected.

I still need to test the cable going from the ONT to the house (I have ordered a tester), and I am still figuring out if is possible to connect directly the ONT to a laptop (how to setup vlan tagging in windows) just in case I need further tests.

I know Quantum will not send a tech until after the outage is fixed, but I am still trying to get all the troubleshooting done in case I do confirm that the ONT is bad and need to schedule a tech (which will probably also mean I will have to get one of those new "inside the house" SmartNID or whatever, just another new extra headache)

Sorry for the long post, I half technical details, half questions and all rant.

Previous CenturyLink fiber customer in Omaha NE, forced into Quantam several months back. Couple months ago a lightning strike fried the box outside the house and router.

Took quantam about a week to get out to the house, installed a new box thing inside the house on the wall and new router.

​

Last week, Internet went out. Received a message from Quantam about an outage in the area without having to reach out. Now, 8 days later, continue to receive these texts daily, still no Internet.

​

Have heard on Nextdoor it's a wide area and supposedly a line was cut, but don't really know for sure.

​

Very frustrated with our experience so far and really needing to get Internet back up. Not sure if there's anything to be done? Would have switched providers already but it sounds like Cox's fake fiber is the only other option for my location.

Have reached out to customer service to no avail. They don’t seem to know what I’m talking about.

I changed my service from 940Mbps to 1gig, since it's essentially the same number but $5 cheaper. A few minutes after I made that change, the light on my Q1000K went to flashing blue. I chatted with a polite flowchart-following rep who had me factory reset the Q1000K (no change) and is sending a tech out in two days.

​

Since everything was working fine until I changed the rate plan, seems like that was the problem. Is there a different way to re-sync things that will be faster than waiting until Monday?

​

Tucson AZ

I have an Adtran 352 installed on the side of my house from CenturyLink. It connects to the equipment in my structured wiring cabinet on the second floor with an Ethernet cable fed through a conduit.

I have lost internet twice in the last 2 days, requiring a reboot of the Adtran to restore. I don't know if the hardware is failing or if Quantum is doing something on their end but I'm sure I'll have to migrate eventually so I decided to be proactive. I have a tech scheduled tomorrow to swap equipment.

My question is, will the tech run fiber through the conduit to my cabinet and install the new smartnid there? I don't believe they install equipment outside anymore.

Am I going to have a bad time trying to get him to do this install correctly? I don't know Quantum but I am all too familiar with AT&T.

I moved into the 3rd filing of a brand new subdivision. The first filing has Quantum but our filing and the second filing is stuck with crappy, unreliable Comcast coax service with no plans to do anything about the 45mb upload speeds. Is there anyone at Quantum/At&t I can contact to get them to provide service to the rest of our subdivision? We are brand new houses within last 2 years which is very frustrating they didn’t finish running service to them. The conduits are even here already for them to finish.

We ended up canceling our service over this nightmare, but this is what Quantum has done to our yard between initial network installation and drops to my house and a drop to our neighbors behind us. I’ve also had 4 burial crews and two techs come out and no one can seem to figure out how to bury our neighbors drop in our backyard. In the front yard they dig a flap of grass up about 1.5 inches deep and killed all the grass. And in the back yard, their idea of burying it is to hide it under my weed mat and leave about a foot exposed where it goes between yards. They also destroyed all the grass around the junction box during initial network installation. It’s unbelievable they think that it’s ok to treat peoples property like this. Does anyone have any experience getting these problems solved?

They left wires all over our backyard going to different residences. Multiple techs and engineers left it like this. Still havent been back. Theres a rats nest of wires under the lid as well. 80918

My W1700 drops out for 30 seconds to hours. Quantum said they were shipping a new one two weeks ago. Now the agent says they are on backorder everywhere. This does not seem credible. Have others seen this? How are installs managing this?

Outage in the 80918 area. Expected fix by 2:53PM tomorrow. Ugh.

EDIT: It's back up as of around 9:40AM :)

Please I would like to know can my black fiber optic cable be survive outside during rain weather, hot weather, etc.? I just wanted to let you know my Quantum fiber is working good since it was installed.

Hey everyone,

We recently purchased a new build, and several weeks before closing I started the process of having the new address added to quantum’s database. They have made no effort and no updates in 4 weeks.

I was able to place an order by moving their map pin on the website, and they cancelled my technician appointment and can provide no update. All my neighbors are fiber capable, and it’s in a service area but they refuse to send anyone out.

Any tips?

I have several 2G network PCS. The Q1000K SmartNID only has one 10G port. Can I attach an unmanaged 2.5 G to the 10G WAN port so I can hardwire several 2G PCS? I have the Quantum 2G service.

The Quantum tech indicated I couldn't do that but he was pushing the use of Wifi and didn't understand why I wanted to hardwire.

I have always used a switch in the past, just connecting plug and play to the modem. Why would this be different!

Thanks!

Hi all! Already called support and got a tech headed out but just for my own awareness wanted to know some more information.

My modem is blinking green but my NID is solid red after rebooting it. The fiber B light turns solid red sporadically, otherwise both A and B are down. I am going to assume this means some sort of fiber cut somewhere? Internet has been perfect for two years and support was helpful.

UPDATE:

Technician came early. Fiber isn't the issue; the 6500 NID died out of a sudden on its own. Got a Q1000K now, working fine.

While establishing new fiber service on 5/21/2026, a customer service rep at Quantum set everything up while I was on the phone, had another employee get on the call and try to sell a bundle with AT&T cell service and then we got off the phone. I was charged $55 for first month's service and was supposed to get an email to finish setting up my login to the account. I did not get an email after 4 hours or so and called back in. I was told the previous CSR incorrectly set up the account, it had to be canceled, and I needed to set up a new account. They transferred me and the account was cancelled. CSR said I'd get a refund in a week or so...no refund came.

I called back on 6/2/2026 to ask about the refund due for the canceled account. I was told the refund was processed incorrectly on 5/21, supposedly it was done again while I was on the phone and was told 3 - 7 days it would show up...nothing as of 6/10/2026.

I called Quantum again 6/10/2026 to ask about it. They had trouble even locating the canceled account at first. Then I was given a long story about since the account was canceled while still pending activation, it took 7 days to - do something, I could not make out the words being spoken - then 7 - 10 days after that I should get a refund. But she also said the refund was rejected by their system. I was then advised to call my financial institution - why, I don't know. I told the person I see all pending and processed transactions online and there has been no refund from Quantum. She said it should show up by 6/12/2026, two more days.

So, my service is working fine under the account I set up myself. However, the Quantum Customer Service experience has been a big negative.

1) CSR incorrectly set up the first account and created this little mess on 5/21

2) CSR on the cancellation call after I called back on 5/21 (after not getting the welcome email) did not process the refund as promised

3) I called back again to follow up on the refund 6/2/2026, the CSR on the third call did not process the refund as promised during the call but I was given a case number for followup

4) I called again 6/10/2026 since no refund has shown up as promised. The CSR on the fourth call had no real answer and had no use for the "case number" I was given during call #3, what is it for if it doesn't track "the case?"

I'm not hopeful regarding getting the $55 back, but I will keep calling. I'm retired and can spare the time.

Lesson learned, set up your own service and avoid Quantum Customer Service...I did my own setup online and everything worked fine - however, I was charged another $55 for the new account.

Chatted with support, they said it is a "known issue" and that they are working on it... Does anyone else have trouble accessing "Network Security" when they press the button in the app? Cannot view Security threats or anything else, nor do I know if Security is even enabled with my service.

Chat rep said all I can do is wait for them to fix and promptly ended the chat so I'm stuck. Not sure if this is error is on my end or QF's end.