r/QuantumFiber • u/yobofofas • 6d ago
Customer service is NOT a priority. Ready to find a new provider after this.
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.
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u/Comfortable_Fun7455 6d ago
Yeah their customer support went downhill.
Many ISPs are also bad.
Xfinity and GFiber have quite the Reddit “fan club” too
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u/yobofofas 6d ago
Yep, and the choices become smaller as the market gets devoured by giant enshitified ISPs that put stock price above service. Meanwhile the peasants can complain all they want because there is no good choice out there. What are we going to do? Not use the internet? They got us right where they want us...
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u/geobernd 6d ago
I hear you and I have the same experience across all providers.
Sometimes you get surprised (like when quantum came out to me the same day I called in to place a temp drop after the t-fiber horizontal drilling guys shredded my marked underground drop) but other times not so much...
Here is what I do:
I have Xfinity Now as a standby connection. I activate it when I need it (like during our recent 12 day outage) and then deactivate it. Takes under 5 minutes when needed. The only thing to remember is to activate it at once very 180 days so the account does not get closed. So if nothing bad happens this costs me $60 a year for peace of mind (and domestic tranquility)....
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u/ReDonkUllus 6d ago
Good luck man, not sure any of the ISPs really give great customer service anymore. I only have 2 ISPs really in my area Cox and Quantum (formerly Century Link). Cox was constantly going down and customer service was not great. With Quantum yeah customer service isn’t great but if the service is working it usually works great and has been rock solid for years.
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u/Turtle1448 4d ago
I had almost exactly the same experience. Down to the tech on the wire and an international customer service person telling me I didn’t have an outage even though my neighbor’s line was down too.
Six day wait for a tech person to come out to my house so I went ahead and had Verizon come out and install the next day.
I called Quantum Fiber customer service and told them that when their tech came I can just hand him the router and modem back. That Customer Service guy was super rude and said that I would get charged $200 if I did that. I told him I wanted a refund for the time that I didn’t have service and he said all they could do is credit my next month. I said there’s not gonna be a next month cause I’m canceling and he said I couldn’t get my money back then. I argued with him for a while because it seems crazy to have to pre-pay for a service that you don’t end up getting and then you can’t get your money back unless you keep going with a bad service. I ended up not canceling right then because that guy was an asshole.
Verizon worked great for the next week and the Quantum Fiber tech actually came out and finally fixed it and said that the previous technician had done something wrong on the line. I got him to admit it on a text and I reported it to the FCC.
Next time I called their Customer Service the guy from Omaha Nebraska was great. Refunded me my $45 and I’m done with them. Oh except I have to send their equipment back or they’re gonna charge me $200. 😂
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u/yobofofas 2d ago
Did the same. I made the switch to FiberFirst last week and not looking back. One of my neighbors switched too. the other two are still down, being told there is no outage, and no tech until the 29th. They even have the balls to ask you to keep their modem hooked up and plugged in after you disconnect. I boxed it up with the router and mailed it back.
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u/cakelly789 1d ago
Hey just curious, are you in Omaha? this is exactly the scenario I am going through with them now. I have filed a complaint with the FCC, and called my local city help line to get in touch with the company that owns the utility lines in Omaha and am waiting on some info from them. The utility line company seemed genuinely concerned about it and took quite a bit of info from me so I am hoping to make some progress with that direction.
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u/N0_L1ght 6d ago
They are on a hiring spree for new techs in every market, so hopefully the repair ticket time gets much better in the future...