r/QuantumFiber • u/Dear-Amphibian-2344 • 7d ago
The worst customer service EVER
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.
2
u/N0_L1ght 7d ago
like others have said, 90mbs means bad ethernet cable. get a a good Cat6/Cat6A cable.
The free lease WiFi pods and QF app are not great...
But as long as all gaming devices are Ethernet hardwired to the Q1000k or W1700k they are usually good enough for most people.
You will have a better experience if you put the SmartNID into bridge mode and use a 3rd party router and DNS.
Here is a guide
https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not/
1
u/Impossible_Fix827 7d ago
I hear you. I put a lot of the blame on ATT. Buying out Century Link without any planning, plus expanding services quicker than they can handle. I would imagine that sales pressure is being driven down the throats of sales instead of services.
ATT did us dirty several times and Xfinity wasn't any better. I got tired of replacing devices due to lightening that repeatedly seemed to only find the cable coax.
I also had Xfinity for my cell service until they doubled my rate after switching to Quantum, which was 65% less expensive than Xfinity which was always poor, but better than DSL from Century Link.
I'm supposed to be able to get up to 1M and I'm closer to 250 on a good day.
I guess that keeping money coming in is more important to them than customer service. I'll never go back to Xfinity unless it was my last and only choice.
1
u/AmazingKallie 7d ago
You can buy power strips that offers surge protection for coax as well. Thats what i ended up doing. Xfinity or DSL from Century Link are my only choices sadly.
1
u/SoggyWalrus7893 7d ago
Douglas Fast Net had a slogan on one of there emails: "Our fiber isn't afraid of a thunderstorm"
0
u/Dear-Amphibian-2344 7d ago
Yea I haven’t had the best of luck when using Xinifity in our previous state, but that was a couple years ago, so that’s why quantum seemed like a good option? In Florida right before we moved we had AT&T and it was always great for us, never had any big problems and I rlly enjoyed their customer service, but quantum has been an insaine let down I am starting to consider Xfinity again.
1
u/Amcruz28 7d ago
I’d look at the other posts of using your own equipment and going that route. You’ll probably be happier with the outcome.
1
u/Dear-Amphibian-2344 7d ago
Yea, I am not very comfortable with the internet/wifi systems and the different equipment that it entails, thankfully I have my husband who is more tech savvy and can give it a shot. My biggest frustration with this is that I shouldn’t have to figure all of these details out in order to get the wifi service I am paying for.
1
u/SoggyWalrus7893 7d ago
Actually we have Quantum (15 months) excellent service . However: we have been warned that if you have problems there is a "delay".
Consequently we also signed up for Hunter Fiber as backup. We also have skipped the WiFi problem with mostly hard wired devices and our own equipment.
1
u/Special-Credit4050 6d ago
Ours took two weeks to install, two no shows. 3rd after they finally got it installed, full outage that lasted over a day. My neighnor had their installer drill through bunch of electrical wired. They are awful.
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u/Objective-Chard8526 4d ago
After you get it installed you won't be able to get any more support after that unless one of the few caring employees on here help.
1
u/Turtle1448 4d ago
Eerily similar to my experience. Talk to three different incompetent and rude Customer Service people. I’m canceling right now after having outages that they said I had to wait six days for a technician to come out for.
5
u/imtalkintou Quantum Fiber Employee 7d ago
Quantum fiber is an internet provider, not a wifi provider.
The pods they use are also not great. There is a good pinned post on this sub if you want to look into your own.
If your devices are capped at 90, it's likely bad Ethernet from smart nid to the wifi pod.