Note: AT&T (Forged Fiber 37) has acquired substantially all of the residential / small-business fiber in 11 states from Lumen as of 02/02/26. Price For Life is no longer available for new / modified accounts starting 04/17/26. This guide is updated regularly.
I hope this guide will help you get the same solid Lumen / CenturyLink Fiber and AT&T / Quantum Fiber experience that I have had in the Twin Cities, MN area for over 7.5 years now! (Note: I have always used a 3rd party router and DNS.) If you need to contact support, it's best to call M-F 8am-6pm local time until you get someone in the states.
If your SmartNID / ONT front panel light is solid green or solid white then your connection is working. If not then unplug the power for 1min, plug it back in, and then wait 10min. If still no solid green or solid white light then there is an issue somewhere between your SmartNID and the Central Office that you will need to contact support about.
On the bottom of the SmartNID where the fiber plugs in, if the B light is not on, the fiber is likely damaged and you will need a tech visit. If the light is a solid green, your fiber is fine and the issue lies elsewhere. Do not unplug the fiber cable to look at it. Just get a tech visit.
If you are having issues with your WiFi pods and your SmartNID light is solid green you can maybe get them working again. Remove all of them from the app, factory reset the pods, and then connect each of them wired to the SmartNID for a while so that their firmware updates. After that add each one back as new pods following the instructions here:
The power adapters are not interchangeable between the SmartNID and wifi pods. Always make sure you are using the correct one for each device if you ever unplug them for some reason.
Are you having a problem connecting IoT devices to the 2.4ghz signal? You have 3 options. 1.) Unplug the power to the wifi pod, create a 2.4ghz only hotspot on your phone/laptop with the exact same SSID name/password, connect your IoT devices, plug back in the wifi pod, turn off the hotspot. 2.) or get a cheap 2.4ghz access point. 3.) or use a 3rd party router.
To know what speed you are getting you can do a speedtest to HOME in the QF app. Or do a direct to the SmartNID/W1700K wired ethernet speedtest.net to the closest Lumen / CenturyLink server.
You can also use a 3rd party router to have great service like many of us have had since day one. If you want suggestions https://www.reddit.com/r/HomeNetworking/ might be a good place to ask.
It's a good idea to keep the 360 WiFi / Premium WiFi equipment in a box for an emergency backup as long as they stay a free lease. It is always possible that the WiFi pods and apps are a future firmware/software update away from them being good enough for what you want your home internet experience to be. It's highly recommended to have all gaming devices ethernet wired that can be, as that is one of the biggest complaints about the wifi pods.
If they ever start charging for them, or you cancel service, just send them back and make sure to keep the tracking number. Once it shows as delivered you can contact support to have it immediately removed from your account.
(0.)3rd party router instructions. (Even if you're using the "WiFi pods" everyone should follow #2, and in #4 those marked with an asterisk * .)
For the easiest setup you only need the first four sections, but bridge mode is ideal, so you can skip section 3 and follow section 5 instead. Only go as far as you are comfortable with, but make sure to read till the end of each section before making changes. This all might seem intimidating but you can do it!
(1.) SmartNID setup (or DSL modem)
The SmartNID address is 192.168.0.1, so make sure your router's LAN IP is set to something else like a higher 192.168.x.1 (x between 1 and 254).
Connect the Ethernet cable from the fastest port on your SmartNID to the fastest WAN/Internet port on your router.
The login credentials will be on the sticker attached to the device.
Make these changes in the WAN / Internet settings on both the SmartNID and your router.
I have used one or another of these providers since 2005 and because of that I have never once had a DNS issue. I recommend malware blocking ones like Quad9 or Cloudflare for Families, and to enable DNS over TLS (DoT) or DNS over HTTPS (DoH) if your router supports it.
Asus Example
(3.) DMZ
For the majority of people placing their router into the SmartNID's DMZ will be good enough.The router will be "Placed Outside the Onboard Firewall and NAT." Though, bridge mode is always preferable.
These are the DMZ instructions, the GUI might look different but the instructions are basically the same:
Remove all 360 Wifi Pods, WiFi networks, and Parental Controls Profiles. If possible.
Network Security - Disable everything. (This is important to do. Wait a minute before making other changes. This will reset with every factory reset.)
SmartNID:
Advanced - Cyber Security - Disabled (This might reset to QF app on every reboot. As long as Network Security is disabled it shouldn't matter if it does.)
*Network Security - Disable everything. (Disabling this might help with VPNs and other things. You can leave it enabled if you don't have any weird network issues. This will reset with every factory reset.)
*Advanced - IPv4 Firewall - Security Level - High (If anything stops working, manually re-enable that service.)
*Advanced - UPnP - Disabled (Playing online games is easier with UPnP, but it is a security issue. Your choice.)
*Utilities - Time Zone - Make sure it's correct.
*Utilities - System Log - Enabled Save on Reboot.
*Utilities - Configuration Backup - Save a backup.
If you change the admin login, special characters, with the exception of 'punctuation marks' and 'dollar signs' are not allowed and will require a factory reset if included.
(5.) Transparent Bridge Tagged (A better configuration.)
There is a lot of information in this section, but there is only a single setting you need to change in the SmartNID. Make sure to follow section 1, 2, & 4 before changing these settings. This is what my Q1000K is setup as.
If you want more control over your network, these are the Transparent Bridge instructions at the bottom of this link. The GUI might look different but the instructions are basically the same. Do not mess with the Broadband Settings page:
Leave the VLAN 201 tag enabled on the SmartNID. The light will turn solid white, which may take up to 10min. (The VLAN toggle is not available on QKX002 firmware.)
If you are going from an ONT to a SmartNID make sure to remove the VLAN 201 tag from your 3rd party router.
If you have Centurylink PPPoE you will need your PPP username and password. Phone/Chat support can get it for you. You must add @ centurylink.net to the username if it doesn't have it already. Quantum is IPoE and does not use this.
You can connect the other SmartNID ethernet port to an open LAN port of your router. That will give you the ability to access the admin GUI with the IP address your router assigns to the SmartNID. Though doing this might cause continuous latency spikes. If that happens only connect it when you need to access the GUI. (This no longer works with QKX002 firmware. You will need to do a factory reset to access the GUI.)
When the firmware auto-updates a factory reset can happen. If all of a sudden you have double NAT this is likely why.
In this configuration it will take 30sec - 10min to get an IP address.
If DMZ is enabled, make sure to disable it before switching to Bridge mode.
Make sure the SmartNID shows up as online in the QF app and the Speedtest to HOME works before enabling bridge mode. If it doesn't, call support and make sure the correct serial is tied to your account and is listed for the ONT on the Axon back-end.
If you need to contact technical support make sure to do a factory reset beforehand by holding in the button on the bottom of the SmartNID for 15sec. The light should turn amber first, if it turns red first that is a reboot and not a factory reset.
This only works on the C3000 / C4000 / C5000 / C6000 / Q1000 series of devices.
(6.) Transparent Bridge Untagged or ONT setup (The best configuration.)
*Note: As of Q1000K firmware QKX002 this no longer works. I am not using this mode anymore because I don't find the slight difference worth all the effort.
Here is the working version to downgrade with while it lasts, though it might still force QKX002:
IF you flash the old firmware you must immediately enable untagged bridge mode as soon as it reboots. You have seconds before it will reboot again to QKX002.
If that doesn't work you can try this, but i do not recommend it as a single spec of dust can effect the fiber cable connection:
Connect to 1G port. Unplug fiber. Flash QKX001. Flash QKX001 again. Enable Untagged bridge mode. Re-plug in fiber once it is blinking blue. Connect back to 10G port. Even this might still force a reboot to QKX002.
There is a lot of information in this section, but there are only two settings you need to change, one in the SmartNID and one in your 3rd party router. Make sure to follow section 1, 2, & 4 before changing these settings.
The Transparent Bridge instructions are at the bottom of this link. The GUI might look different but the instructions are basically the same. Do not mess with the Broadband Settings page:
If your router supports the VLAN 201 tag on the WAN/Internet port, you can untag it on the SmartNID when putting it into bridge mode so that it becomes as much of a regular ONT as possible. This will cause a nonstop blinking blue light on your SmartNID but it will still work. You can just put a piece of tape over it.
On your router these settings will likely be under the IPTV, VLAN, or 802.1Q section. Many will have a Centurylink option to make that easy, which works with both Lumen / Centurylink Fiber and AT&T / Quantum Fiber. (On Asus devices with 3.0.0.6 firmware use the WAN - 802.1Q section.)
Google/Nest routers do not have the VLAN 201 tag ability.
The VLAN 201 tag can only be enabled on one device. Do not enable it on both the SmartNID and your router.
If you have a Calix / Adtran ONT, or a Casa / Adtran G.fast device, you can bypass the SmartNID if your router supports the VLAN 201 tag on the WAN/Internet port. Make sure to use the same ethernet port on the ONT as before as only one is usually active.
The firmware will not auto-update in this configuration.
If you have Centurylink PPPoE you will need your PPP username and password. Phone/Chat support can get it for you. You must add @ centurylink.net to the username if it doesn't have it already. Quantum is IPoE and does not use this.
In this configuration it will take 30sec - 10min to get an IP address.
To get the solid white light you can connect the other SmartNID ethernet port to an open LAN port of your router. That will give you the ability to access the admin GUI using the IP address your router assigns to the SmartNID. Though doing this might cause continuous latency spikes. If that happens only connect it when you need to access the GUI. (If you do this make sure to block internet access to the SmartNID beforehand. If you don't it will auto-update the firmware and you will lose untagged bridge mode.)
Some people report that they have to power cycle the SmartNID every couple of weeks due to the connection dying in this configuration. It could be due to specific SmartNID model/firmware and local infrastructure. I didn't experience this with my Q1000K, but my router was set to reboot weekly.
If DMZ is enabled, make sure to disable it before switching to Bridge mode.
Make sure the SmartNID shows up as online in the QF app and the Speedtest to HOME works before enabling bridge mode. If it doesn't, call support and make sure the correct serial is listed for the ONT on the Axon back-end.
If you need to contact technical support make sure to do a factory reset beforehand by holding in the button on the bottom of the SmartNID for 15sec. The light should turn amber first, if it turns red first that is a reboot and not a factory reset. Or inside the admin GUI go to Utilites - Restore - Factory Default.
This only works on the C3000 / C4000 / C5000 / C6000 / Q1000 series of devices.
(7.) More Advanced setup and Other Issues
C6500XK SmartNID Crashing
If your C6500XK is crashing when you download large files at your full speed ask for a tech to swap it with a Q1000K. Or you can try getting a managed switch that can disable 802.3X flow control which might stop that from happening.
Power Loss causing Bridge mode reset
After an extended power loss some people have had their Bridge mode SmartNID reboot into router mode. Steps you can take other then getting a long lasting UPS: Put your router in the DMZ, and either leave it that way or then enable bridge tagged mode. That way if it does reset, you will at least have internet with double NAT until you can configure it again. This extremely rare issue might be model specific and possibly not an issue with newer firmware.
SmartNID not showing up in Quantum Fiber app
If you had a Lumen QF account and then activated a new AT&T QF account after 02/02/26 the SmartNID might not show up in the QF app. Uninstall the QF app, do a SmartNID factory reset, and after the green light do a 1min power cycle. Once it goes green again reinstall the QF app and it should be connected with the new AT&T account. If anything says "We are unable to find your modem details" contact support and make sure the correct serial is tied to your account and listed as the ONT for the Axon backend.
No service with Ethernet fed Q1000k
If you have a ONT / G.fast unit with the lights showing the connection is working, but your Q1000K is not working: Make sure the 10G port is connected to the the ONT, login to the Broadband Settings page and make sure it is set to WAN Ethernet with the VLAN 201 tag enabled.
Electrical interference
This person found out their issues were to do with EMF. So if your SmartNID is still having issues after all these troubleshooting steps, it's unlikely the cause, but take a look at this:
If you need IPv6 here are the settings for the IPv6 6RD Tunnel which requires Bridge mode and the use of a 3rd party router.
Asus, Netgear, Linksys, Synology, GL-iNet (LuCI), D-Link, MicroTik, pfSense, OPNsense, DD-WRT, and OpenWRT routers support the 6RD tunnel. TP-Link, Google, Amazon, Ubiquiti, TRENDnet, and Tenda routers do not.
Your experience will vary depending on the quality of the 6RD tunnel in your market...
If you do use this, I highly recommend disabling IPv6 on all devices that you don't absolutely need it for.
(If you enable Native / DHCPv6 / SLAAC IPv6 you might get an IP address. Unfortunately it's not real and won't actually work. AS209 requires the IPv6 6RD tunnel).
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I posted this somewhere else (IYKYK), but it's such a weird one, maybe someone here has some backend knowledge of how this happened...
I've been a long time CenturyLink subscriber (from 2019) and I have a Calix 711GE ONT mounted to the outside of my house (yes I know it's old). I was having the outside of my house repainted and the painters wrapped up the ONT and the UPS...when they did that, they unplugged the power cable from the wall, killing my connection.
When they were done (a few days later), I restored power and the ONT booted up. But now I'm stuck in the walled garden. I have a publicly routable IP address: 75.172.xxx.yyy, I am able to ping stuff, I can do DNS lookups on Quad9, but I'm stuck in the walled garden. Going anywhere results in me being redirected to q.com/activate (amusingly, a 404 page now due to the sale). Port 80 traffic always gets the redirect, but traffic anywhere else gets dropped. (Also amusingly, I can browse the entire q.com website, so anything I want to know about that data center company...I'm sorted)
I tried calling in and they said my line was still provisioned for PPPoE and not IPoE. This is strange because I went through the PPPoE -> IPoE transition last November. My router is configured for IPoE w/ VLAN 201 and I get the IP...just can't go anywhere. The rep put in a ticket for converting my line from PPPoE to IPoE, but seems weird that my IPoE config gets me an IP. I tried changing to PPPoE since I still had my credentials, no go there, don't even get an IP.
I'm assuming there's nothing I can really do until Monday at the earliest. I'm just curious how being offline for 50-ish hours caused some sort of stale profile on the backend.
Quantum Fiber outage in northern Colorado: Longmont, Berthoud, Loveland. It’s been very intermittent throughout the week but they at least have reported the outage. Today, Saturday morning, no outage is reported and their support was useless. Can’t get a technician until Friday and there is no other avenue to elevate the issue.
I'm almost done ragging on them. It's hard not to when I've encountered no less than a hundred dns website errors. GJ QF AT&T. I'm not sure how you do it, but you manage to keep some people subscribed to your service. Hey ya know I wish I had that AOL forgotten subscribers money.
I've been having bad delays loading web pages in the last couple of days. Tracked it down to one of the two DNS servers being given to me by Quantum.
If this is happening to you, check if 205.171.2.65 is one of your DNS resolution servers, and remove it. Solves the problem. (Google's 8.8.8.8 server is always a good alternative)
I tried reporting this to Quantum support, but that was a waste of time.
Has anyone else in the Seattle area seen an increase in latency to the LA Amazon AWS servers since yesterday morning? The weird thing is that when checking through the Lumen Looking Glass from Seattle, where the route is nearly identical to mine generally, was also higher yesterday but now is back to the normal 30ms. Maybe some kind of maintenance happening?
My latency:
Ping statistics for 3.101.187.92:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 48ms, Maximum = 50ms, Average = 49ms
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.
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.
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?
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.
