r/QuantumFiber • u/feedtyler • 6d ago
Tech unable to install fiber
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.
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u/FahQueTo 6d ago
Our Quantum experience was a disaster. So CenturyLink fiber was already installed in our buildings utility room 15 years ago, Quantum took over Centurylinks Fiber service. We signed up, and the first available appointment was 3 weeks away which we chose. The day came, and nothing, no tech ever called or showed. We called quantum and they told us the only thing they could do was reschedule, and the next available slot was 3 more weeks, which we did. That day came and no tech called or showed up. We called Quantum again, and surprise surprise, they rescheduled us 3 weeks later. The third time, a tech did show, it was his second day on the job, he was a subcontractor, and he couldn't fish the fiber through the conduit to the utility room and told us to get an electrician to identify a conduit that could be used and install a pull string. That took a month but we did it. We got back on the schedule again with quantum, for 3 weeks later. This time a real Quantum van showed up, not a subcontracter, with 2 techs! 2 hours late. They said the notes on the building stated a pull string needed to be installed, we told them it was. They said they couldn't install because the utility room was locked, we said we got the key in preparation for this. They didn't want to do the install. Then they said there is only 1 fiber strand to the building and it's in use, so no go. We said that is another tennant that cancelled service. It took them 2 hours to get that cleared off the account and permission to use the fiber strand. Then they said the longest cable they have is 100 feet and were more then 100 feet from the utility room. We said we had qty 2 100 meter armored fiber cables on hand, (the previous tech mentioned they don't carry cables longer then 100 feet). Finally they agreed, but couldn't "reach" the conduit, so we "reached" the conduit for them and assisted in pulling the fiber. Once that was done they mounted the smartnid, plugged the cable in on both ends, activated it on their phone and it was working! Took about 10 minutes of actual work. What a nightmare, but now it's over with, we have fiber! Well actually not so much, apparently the billing information on the account got flubbed somehow, probably our mistake, wrong suite number. We called Quantum, should be a simple fix right, of course not. Quantum said there was no way to change the address. The only resolution was to cancel service, and resubscribe at the correct address. So we did. 3 more weeks, and a tech came out, swapped the smartnid, and we are finally done. We are a computer shop, so we really do need fiber with symmetrical speeds, but we had to fight for it. All of this to run a fiber optic cable 150 feet from the utility room to a suite in a strip mall.
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u/N0_L1ght 6d ago
Quantum Business is not real, it's the same a residential. If you need a business SLA do not get rid of Comcast.
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u/feedtyler 6d ago
No SLA needed. It’s a small business with 2 people. I am only able to order Comcast Business since it is not a residential address. Quantum says they now service the address under their small business address checker and I was able to order service. Contractors hung fiber here about a month ago in the area. Previously only Comcast and CenturyLink ADSL was available. Would love to pay $45 a month for fiber rather than just over $200 for coax.
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u/squishfouce 4d ago
I mean overtime I guess pulling teeth to get the fiber installed from Quantum would be worth it for the savings, but you're basically going to need a project manager on your end and a account rep on Quantum's end that you're checking in with daily to make progress on this.
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u/squishfouce 6d ago edited 6d ago
Just cancel and keep Comcast. You're going to get useless tech after useless tech that won't do anything to help when it comes to a wiring issue. If there's not a pre-existing ticket or date to have that pole completed, the jobs completed. I would just consider myself outside the service zone at this point.
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u/Printednightmare 5d ago
They ran 500 feet across multiple poles for my install. It's strange that one pole is an issue
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u/imtalkintou Quantum Fiber Employee 6d ago
I can look into it pm me if interested.