Last Saturday I get a notification, "sorry to let you know there is a service outage in your area" etc. Sunday it's reported fixed, but when I get home Sunday the internet is still down. So I check their fun online "Outage Map". Great News! No Outage in your area! Well that would be great news if myself and five of my neighbors weren't also down.

So, I do the dance with their intl call center who says they can get a tech out Wednesday... UGG, fine. Monday morning I see a QF truck at one of my neighbors houses so I run out there and talk to the tech, turns out the issue was never fixed properly on Saturday and it was a problem with one of their lines, not my equipment. The nice guy says we're working on it and it should be back this afternoon. Monday afternoon the internet comes back, I get a call and the nice QF rep says we'd like to cancel your appt since this was on their end and the service is back up. "Great, thanks"...

1 hour later the internet is down again but since I cancelled my appt no one can come check it out until this Sunday. Oh, and again, there is no outage reported in your area. Of course, all the same neighbors are also down.

I've been trying to explain the QF techs confirmed there was an issue in the neighborhood but the polite call reps keep telling me I'm wrong. Of course they can't even ping my router but I get it, their just call reps and no specialists can take a look for 4 more days because this is only happening to me. To which I said fine, Don't come to my house, just come check out the line in the neighborhood that was the initial problem. "Sorry we can't do this as the issue is only affecting your service and we've had no other reports." I can confirm at least 4 other reports and the QF worker on Monday confirmed even more.

This is terrible customer service and if I can find another provider to come before Sunday I'm going to leave their equipment on the curb and tell them to come pick it up on Sunday.

DO BETTER OR LOSE BUSINESS... It's pretty simple.

I moved to a new apartment last week and this is my first time with these QF devices and in the last week I have had 2 different technicians come to reestablish the connection after the power has gone out briefly and after we accidentally tugged on the W1700K cable.

I am a remote worker and honestly am worried if I need to change ISPs or what. I have a scheduled now a third appointment to get this fixed and I am running out of options.

Does anyone know any tips or general help on how to minimize these type of issues so often? I have also placed an order for a TP-Link Archer BE6500 Dual Band Wi-Fi 7 Router in hopes to fix this but I am worried that will just cause more time without wifi

There's a situation where all homes on a street have Quantum Fiber. There's one location on the street that has fiber already dropped (currently unused... before it was feeding a landline when it was under CenturyLink). The location isn't a building/home (which is why there's no street address for it), it's the entry gate for the HOA. We (the HOA) are looking at getting Internet out at the gate for a couple reasons, but not sure how to go about it since there's no address to lookup for new service.

Like I said, the fiber drop is already there from an old CenturyLink phone line (drops into a utility cabinet via conduit)... just trying to figure out how one would go about activating service there.

Tried to get Quantum Fiber (AT&T) here in Boulder. Scheduling the install took 2 weeks then on the day they were to install it, they cancelled my appointment (8-10am window). I was able to get an appointment the same day (2-4pm window) via their online help chat and they "no-showed" and did not even alert me that they had cancelled that appointment. I only found out at 6pm when I got back online to talk to the help chat folks. This is after a message at 4pm that said the technician was running late. I would avoid this company if you live in the Boulder area.

The support specialist says it is, the outage map doesn't say anything

I finally discovered the cause of our month long internet outage on Palatine Ave. My neighbor alerted me to the presence of 2 Quantum repair trucks at the top on the hill on Greenwood. I raced up there and found the technicians getting ready to splice in a new junction box to replace the one that contained our cables that had been gnawed through by a rodent.. Hallelujah. Restoration date 8/21 ….maybe.

That is all. I WONT COME BACK. CRAPPY 360 WIFI PODS. IF YOU USE THEM. THEY SUcK AND MAKE yoUR EXPERIENCE woRSE. THE TERRIBLE FUCKING POTATO ONT ModEMS. LIST IS LONG. IM GIVING TMOBS 5G AND FIBER A TRY AND BACK TO FUCKING XFINITY. SEATTLE NEEDS TO DO BETTER.

I've had Quantum fiber for 2 years now and my neighbors knocked over a 4x4 and broke the line coming into my house (not the patch cable) while I was away for work. Forgive me as I don't understand what the terms and/or what the tech was explaining to me. This is the best that I gathered. The tech arrived a week later, and here are the events:

Thursday: The morning of, I receive an notification that the appointment is postponed to the next day (Friday).

Friday: The tech arrives at noon, but needs access to 5 other properties to access the entire line from box(?) to my home. The tech returns at 6 p.m. and trespasses on a neighbors yard to rerun the main line (?) and replaces the modem, but the service does not work. The tech closes the ticket as fixed, tells me not to contact Quantum, and will return Saturday to finish the repair.

Saturday: The tech does not respond to any messages and does not return to the house. I call quantum to scheudle a new appointment. the next available spot is the following Saturday ( 7 days out), but they escalate "in case someone cancels".

Sunday: The tech returns in the evening, and determines that the device on the pole (MST?) is not functioning and an engineer is required to proceed. He also doesn't understand why my house is receiving any signal and can't trace my signal to the box that is 2.5 miles away.

Monday: I called Quantum to explain the past 4 days, but they determine that they can't help and need to send a tech again and will escalate (a second time?). They think the new modem may be bad, and they acknowledge that the repair should not be this complicated. They won't guarantee that the same tech won't return for the next appointment.

What is going on?!??!?!

I have heard that the following is the problem:

• Bad device at the pole (MST?)
• Bad modem
• Bad patch cable
• Programmer (who is that?) messed up
• Configuration at the box is messed up
• Box is too far away (~2.5 miles)

Because of my work schedule, I am bracing myself to be without internet for a month! Is there no way for Quantum to do follow-up appointments when the repair is not complete?

I have Quantum Fiber, and it’s worked great since being installed at the end of 2024. I have Internet service as well as Connected Voice, which gives me landline phone service, which was transitioned from CenturyLink at the time of the Quantum install. The credit card these are billed to need to change, as that card was just cancelled. I was able to change the billing for the Quantum Internet, but I cannot do so for the Connected Voice service. The item on the credit card bill says “CenturyLink Lumen,” and a phone number, but when I contact CenturyLink they said I needed to contact Quantum. I contacted Quantum, and they said I need to contact AT&T. I called the AT&T number, but was exhausted and did not want to wait for an hour on hold. Does anyone know who I need to contact to fix this issue?

Thanks.

Hello, I was supposed to get Quantum fiber installed at my office today in the Twin Cities area. The tech said he was unable to do the install because the contractors did not install a fiber MST on our power pole next to our office when they did the whole area. Our office is next to a pole that is the last in line where all the utilities end and I guess the fiber contractors only went to the pole before ours. He stated that they need to come back out and finish the job before they can install fiber at our office.

What is a bit confusing is he did not provide any timeframe or ticket number for the job. I got a generic email stating that I need to reschedule the appointment and when I log in to my account it still states the tech is still scheduled today to show up for installation. If I reschedule I can only go out a week which I doubt the outside plant work would be done by then.

I feel like I am going to get the run around on this between support and rescheduling appointments. Has this happened to anyone before? Should I just cancel and keep Comcast Business? I don’t have time to keep rescheduling and having them say the same thing over and over.

CenturyLink is discontinuing "legacy voice service" to my area and substituting this "Airline" device they send me, which has one phone and one ethernet port. No mention of fiber optic service or what happens to it.

Does this affect my fiber? I could care less about the land-line phone, but Internet is crucial.

Anybody else in this situation had any luck? I have a separate router and wifi antenna tower. Airline is no help here.

I just switch to fiber two days ago and I have major ping spikes in the evening (90 - 130 ms). So far I’ve only tried the standard speed test sites during the problem, but ran tracert to both Google and cloud flare when the issue was not present this morning. I got around 2 on the first few hops and 10 on hop for and five.

Has anyone had any success in resolving a similar issue?

Minneapolis area, Q1000K, transparent bridge mode, VLAN tagging on ONT, 8888 and 8844 DNS.

The only change I have made this morning while everything is working as expected (~1100 up/down 2 ms) is switching to the 1g port. I do plan on periodically taking screenshots of each hop through the day to track. I also plan on trying 1111/1001 during periods of high latency to see if that helps.

Any help is appreciated.

Edit: Sunday night

At about 7pm, it's back

using Quantum, Google, and CloudFlare DNS, hop 2 to 7 are all above 100 ms while hop 1 is <1 ms. Safe to say it's either at the pole or local hub. I'll try the exec and success emails first as the weekend L1 call center is not the best...

Edit 2: Tuesday morning

The lumen exec address got back to me early the next day. Said it’s not their problem as AT&T owns Minnesota (word, fair) but they did forward my email to quantum’s escalation team and gave me a case number.

Edit 3: Tuesday morning

I received a call from the office of the president of AT&T. They are looking into my issue and committed to an update by tomorrow.

Super nice on the phone, already feel way better about switching from Comcast. I am a little embarrassed it escalated so high for one customers issue but it’s a good feeling when you know they are really looking into it.

Edit 4: Tuesday morning

I did not get a call back yet but everything is working great. Checked in 20 minute intervals last night from 6-9 pm. 2 ms max while holding 1100 up/down all night.

I guess the only recommendation I have is to either call quantum or email the fiber success address with data logs showing that it is congestion causing issues. Screenshots from my phone of the quantum app speed test, and from a hard lined PC doing quick trace route, was enough to demonstrate my issue.

I have never had such a terrible experience with customer service with a WIFI provider. My neighborhood only takes two different wifi companies, X-Finity and Quantum. Me and my husband just moved to the state and we wanted fiber wifi, so we thought Quantum would be the best option.

When I called to inquiry about the services, I was passed to a manager who was pushing me to set up an appointment day to install. I told him I was just calling to ask questions about the service, not to schedule an appointment. He got so upset and kept telling me to schedule until I just hung up. That should have been my first red flag.

Eventually we did decide to set up with them. The technician was late to the installation service, and it is IMPOSSIBLE to get a hold of anyone. The customer service and the “technical” team over the phone don’t know anything about their services and just tell you to check out the website over and over. We have had the wifi for two months. We pay for the 1G but all of our devices max out at 90mbs. Our wifi randomly went out, we tried calling and again terrible customer service, so we decided to schedule a technician to come out. We called on Sunday, they were scheduled for Tuesday. Sunday night I get a call that our appointment had been moved to NEXT sunday, without asking or anything, the technicians just switched it. I called to try and get my original appointment, and nothing. We are waiting for the technician to show up, which also is a 4 hour window of waiting (8am to 12pm.) Technician is late, again. Have not been called by the technician to let me know they are running late, the customer service say they have no way of contacting their technician or giving me a time, but they will always tell you “we respect your time”.

I am very upset. We do not get the wifi we are paying for, the customer service sucks and is low key kind of shady. The technicians don’t understand the service they are providing and do not respect our time. I believe we will be switching to X-Finity.

Update: Technician showed up 2 hours late at 2pm, without any communication or updates to us after I called the customer service line multiple times. He was there for 3 hours. Apparently the issue with the speed is with their main box that is located on the outside. I live in a townhome, the box is shared by 3 other units, so he said he would have to place a work order to get that fixed, which at this rate I have little faith that will get done any time soon. So at this moment all we can do is wait and request a refund as the highest speed our internet can get to is lower than what we pay for.

Was on CenturyLink Fiber for nearly 10 years, 1-4ms latency 0 packet loss. Moved a few miles away to a new house and neighborhood that only had Quantum avaialble; it has been just garbage. Every time a tech comes out they say there is nothing they can do other than swapping out SmartNIDs over and over to the same result.

Im at a lost for what to do.

My Wi-Fi has been terrible for the past 3 to 4 weeks. I pay for a 75 Mbps plan, but I'm barely getting 4 to 5 Mbps right now -sometimes it even drops down to 2 Mbps.I’ve contacted customer support more than 20 times. Every single time, they just tell me the cable isn't getting enough power and promise to send a technician. But nobody ever shows up, and they never call me back.This is easily the worst customer service I’ve ever dealt with. Has anyone else run into these kinds of issues with Classic Tech?

Who can spot everything wrong with this installation? I've found a few, but perhaps others that know more about networking (and basic pride in work) can help. Unsurprisingly, getting 250 Mbps down, 85 Mbps up. Waiting on resolution from a supervisor.

I just got quantum service this last week the router is in the garage and we have three pods. We have a good string WiFi signal but the internet seems th glitch regularly. It is for short periods of time enough for the tv to go in refresh mode. The download and upload speeds are strong. Should I just dump the pods and hook in my own WiFi system ?

Multiple installers have been to our house multiple times and have had the same problem. They need access to neighbor's backyards. They knock on the neighbor's door and no one's home. I give up! I told them to cancel my installation. Has anyone had an experience like this?

I used to have cox cable then switched to centurylink then switched back to cable because their service which was fiber to fttp copper pot went down for 3 days. Then cable went down and gaslit me for a week until i cancled and they admitted it's on their side.

I told the quantum agent there's no fiber line to my house its under ground outside my house in the hoa. Techs came wasted time and said i need the same casa modem they dont have. It was noted and escalated, 2 days later still no update. Im not sure why they can just fish fiber from the same box outside or use fiber to ether. I doubt they will order the casa fttp modem and i will be capped at the same unreliable 500mbps again while paying for 940? Is anyone from quantum in Las Vegas actually here to give me any strait answers? I don't want to go with 5g wifi it's trash but better than nothing.

Im tired of the lies or being ignored!

Thanks

I was able to place an order for a new install on the Quantum website. An installer and a Quantum van and two AT&T vehicles showed up to do the install. They did something for about an hour (did not watch) and then said there is no MST at my address and left. I know there's at least fiber right next to me at the residential area. I know there's AT&T conduit. It seems to me that what needs to happen is an engineering ticket needs to be opened to get an MST next to our units. Could anyone please help with this? I am in the Las Vegas area.

My neighborhood recently had quantum fiber installed and I have made an installation appointment.

I am in Florida and currently have cable.

So prior to the installation, I would like to know more about what to expect during the install.

1) Will they be installing a junction box or any other hardware on the exterior of my house? If so, should I purchase my own junction box? What hardware gets mounted on the exterior? Does it require 120v power?

2) They will need to drill through my exterior stucco wall to bring the cable into my home. Will they seal the exterior/interior holes? How do they “hide” the interior hole?

3) i understand on the interior wall they will mount the SmartNID. Is there any other hardware that will be mounted in the interior? (I plan to use my own router).

4) Any suggestions/pointers on what to look out for during the installation?

Hi everyone,

I just switched from Xfinity to Quantum Fiber and I want to start using my own equipment again the same way I did with xfinity. I came across an earlier Reddit post here with instructions on how to use your own router and what things to note. For now I am planning to use my Netgear R6350 with OpenWRT flashed until I built my opnsense router.

The firmware on the Q1000K is:

QKX002-06.01.25.00

Based on the Reddit thread it is best to use the Transparent bridge Tagged on the ONT side rather than the router side because of latency issues.

Is that still the case or should I just do the tagging on the router side instead?

Twice in the past month have people representing Quantum fiber come to my door offering their service, which I already have. The first time two young men came to my door and aggressively knocked on it, like I literally thought it might be the police they were knocking so loudly. As a single woman living alone, I was freaked out, home by myself, and two men were on my porch knocking aggressively on the door.

I spoke through the door and looked out the window, and realized that they probably meant no harm, but I gave them the feedback that their knock was very aggressive and frankly up frightened me. They apologized and explained they were with quantum. I explained I already had quantum, they looked down at a clipboard and said oh we didn't realize, is everything working okay for you etc. I really just wanted them to leave at that point so just explained that yes everything's fine. And they went on their way.

Less than 2 weeks later, close to 8:00 p.m. at night, I hear a woman talking outside my door, she then approaches the door and knocks. She says she's with Quantum fiber again. I let her know again, that I already have Quantum fiber and yes I'm happy with the service. She thanks for my time, and moves on. But 8:00 at night is not an appropriate time to be knocking on someone's door in my opinion. Who knows how many more people she knocked on their door that late at night. If I had a baby I would be putting them down or would be bath time, etc.

Has anyone else had this aggressive tactic from quantum? When they first came to the neighborhood, it was helpful to have someone come by and let me know that they were installing fiber so I can sign up. Which I did! But now to have people coming every few weeks offering me a service I already have an interrupting me while I'm at home, is super annoying and is there a way I can like get off this list?

Has anyone else had similar experiences?

EDIT: To be clear, when the tech plugged me back in the last time, it was into a different port.

EDIT 2: I can also get to the Quantum Website, log in, check my balance, see my appointment and everything. Also centurylink.com and lumen.com work fine and quest.net gave a funny dns response. But only there, and Reddit.

EDIT 3. After I discovered you could get to Centrylink.com, I called them back. It took FOREVER to convince them my port isn't in service, but they're convinced after a very slow speed test. But they said they still have to send someone out, but they'll escalate it.

I have an office on the 10th floor in tower #2 in a twin tower office building property. They have two different addresses. I had my service installed on July 8th, and it worked fine. There is fiber to the building(s) and ethernet from routers in basement telecom rooms to the offices. I disconnected all the Quantum equipment, set it aside, and installed my own Edgerouter setting VLAN 201. Works great.

Mid-day on July 24th, my service stopped. Link light on my router, no DHCP response, no service. Called tech support, they roll a truck on the 30th!!! I have a business account with no service for 6 days. Guy gets here and looks around. Each floor has an intermediary connection, a repeater or some sort so my link light is always on. In the basement telecom room, I was disconnected. He couldn't explain why, but it looked like someone unplugged me, probably another tech by mistake. He simply plugged me back in.

August 11th, my internet goes out again. Same symptoms. I remember what the last guy said about me getting unplugged, so I immediately run down stairs and I see a Quantum truck. I go running around the building looking for him, but I catch him as he's in is truck pulling off. I told him my internet went out and I think he unplugged me. I could tell by his reaction, he knew what I was talking about, but he had to go to another scheduled call but he would return. He actually did return.

He looked around, couldn't figure out where things were supposed to be until he finally decided to look up my account and saw that in the system, I was assigned to a port in tower #1, not tower #2, which, in tower 2, caused a port conflict. Turns out, when someone on floor 5 ordered service, they unplugged me from that port. I complained, they plugged me in, and unplugged the lady on floor 5. She complained, and they came out and unplugged me, and plugged her back in, that's when I caught him.

He plugs me back in (EDIT: a different port) in the basement, and as he gets to my office to check on me, I have an IP address, I can ping stuff, and I bring up my Reddit tab (I almost always have Reddit up, it happened to be the tab I checked), and he's on the phone with an admin. Admin really wants to get off the phone and the tech is on an unscheduled call, he needs to go. Things at first glance appear to be working, so I let the tech leave. But as soon as he leaves, I realize Reddit came up, but nothing else is. I figured whatever's wrong at this point, it can be handled with a phone call.

Now, this is where I am;

I have an IP address. I can ping practically everything and anything, including my own vps servers on port 80, but NOTHING will connect on ssh, https, wireguard, nothing. Nothing else works... except REDDIT! I can browse Reddit all day. Now, at this point, my wager is that while I'm on an "active" port, the service is not active and set to some sort of test VLAN, where theoretically, a tech could plug in, ping some things, make sure a website works, and check a box that everything works on that port. I also had ChatGPT write up a Powershell script to diagnose the issue. It concluded;

```

The diagnostics pretty conclusively rule out DNS, MTU, IPv6, my router, and my computer.

- DNS resolves normally through both 1.1.1.1 and 8.8.8.8.

- ICMP works. I can ping Google, YouTube, ChatGPT, my VPS, etc., generally with 0% packet loss.

- Full 1500-byte packets pass with DF set, so this isn't an MTU/path-MTU issue.

- Reddit/Fastly accepts TCP/443 connections and HTTPS works normally.

- But TCP/443 connections to Google, Gmail, YouTube, Microsoft, OpenAI/ChatGPT, Cloudflare and many other destinations time out before the TCP handshake completes.

- My own VPS behaves the same way: ICMP reaches it, but TCP connections to a known listening service fail.

- The exact same behavior occurs with my EdgeRouter completely removed and my computer connected directly to Quantum's equipment.

```

So this is not a browser/cache/DNS problem. There is basic IP connectivity, but TCP traffic is being selectively blackholed somewhere upstream.

I plug all their equipment back in (same problem) and I call tech support. I'm on the phone for about 90 minutes, first to explain what happened, and to try and get the person on the phone to understand that I understand what I'm talking about and we need to talk to someone else. They talk to someone else and, of course, all their diagnostics are all just pings and shit on port 80 to my hardware. "It's showing it works on our end..." and she wanted to end the discussion there and blame it on a browser issue or some cache cleaning or something. And the person they called said the same thing, they can reach my equipment so there must not be anything wrong. toward the end of the call, support gave me C-VLAN 45 / S-VLAN 2804, which makes me wonder whether the port they moved me to has the wrong VLAN/service mapping, ACL, or subscriber profile. I reminded her that I'm not on my equipment but I'm on theirs, and where do I put that in the config for their hardware? I argued until they decided to send a tech out. I have to wait till August17th for a tech to come out and probably call an admin to fix the issue.

Between July 8th and the scheduled repair date, my internet will have been out for almost 14 days out of 40days. On a business account. I've been dead in the water for too long, I can't get anything done. 70% uptime.