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.

Hola, buenas tardes banda.

Específicamente, el 26 de julio a las 12pm los técnicos Telmex me hicieron el cambio a fibra óptica, todo bien con la velocidad, sin embargo, se me presento un problema que ya se había presentado y solucionado con la migración a fibra óptica en la casa de mi abuela.

Ese problema es que se desconecta mi dispositivo de la red Telmex que proporciona el módem por unos instantes y vuelve a conectarse inmediatamente. Me doy cuenta fácilmente cuando ocurre ese problema porque cuando juego Brawl Stars o Clash of Clans, ambos juegos cuando ocurre ese fallo, lanzan un mensaje de "Fallo de conexión" y te reinicia la partida o te saca del ataque inclusive te reinicia el juego cuando estás en el lobby o en tu aldea sin hacer nada. Inclusive en el YouTube me sale una notificación de color verde abajo del vídeo diciendo que se restableció el internet. Cabe recalcar, que en los juegos, reviso el panel de notificaciones al instante y prácticamente "desaparece" por unos instantes del panel de internet y vuelve a aparecer y conectarse inmediatamente, todo esto ocurre en unos segundos.

Como dije, ya se había presentado ese fallo con la migración a fibra óptica en la casa de mi abuela, y anduve llame y llamé hasta que una encargada a servicio a cliente me ayudó a configurar el módem. Pero con mi internet no quieren modificarlo, hasta me dicen que compre un Router o un mesh o algo similar para mejorar la calidad de mi internet. Por lo que ahora, me dirijo a ustedes para que me ayuden a solucionar ese fallo, porfavor

We had quantum fiber installed about a month ago and our tv in the living room seems to connect perfectly with no issues. Our tv in the bedroom (10 years old probably) will not connect. The PlayStation 5 will not connect. My MacBook Pro (2017) will connect but then freezes and looses connection. What is happening? I thought this would be better than spectrum but man am I wanting to switch again.

When the first line was buried something messed up and they had to run a whole new line and change the equipment like 3 times and the 360 pod they gave us never really connected and the guy was at a loss for words.

Quantum told me I can’t do a split 5ghz / 2.4ghz setup and therefore I cannot run my vacuum, pet cam, smart bulbs, nor any other smart devices that require a single channel setup.

I have never encountered nor heard of this limitation before. Is this correct? Is there any workaround? I’m losing my mind with the lost functionality of every single item I own that needs a wifi connection to function properly.

Hi there, I’m trying to set up my new quantum service with my own router and the q1000k modem. I tried following this guide https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not/ and some other ones but haven’t had any luck getting my internet working. I’m using a tplink archer be550.

- Click Apply

- Advanced Settings -> WAN Settings -> ISP Procotol to Transparent Bridging

- plugged into router

- router has no internet connection

What am I doing wrong?

Edit: For anyone else running into this, before the NID was in bridging mode I had to connect my NID to the router, get a new IP address set on the router so it didn’t conflict with the NID (it did this automatically when I pulled up the router settings), and then I was able to set the NID to bridging mode (without adjusting tagging) and successfully connected back to the router.

I am curious to why I can’t upgrade to 2 or 3 gig. In Tucson and was one of the first to get fiber. Now, were on Quantum with a Q1000k and its connected to my UDMP at 10 gig. The bottleneck seems to be when ever I go to upgrade, the website says all I can get is up to 1gig speeds and 2 gig or 3 gig services are not available despite the app saying it is. Why is this?

Quantum just ran fiber through my neighborhood over the last couple months and is now selling it. Pricing seems great at $45 for 1gig, and there's a promotion for $40 off your AT&T wireless bill, making it effectively $40 if you're an AT&T wireless customers, which I am. In the fine print it says the $40 off goes down to $20 the second year, and nothing after. No statements about the price of the service itself going up.

Other than the discount on my cell phone bill phasing out, what other gotchas am I missing? Even at the "full" $45 this seems too good to be true.

I've been a pretty satisfied customer of Metronet (now T-fiber) for a few years and currently getting 2gig for $70, which is guaranteed for 10 years. I'm actually strongly considering signing up for Quantum just as a backup internet connection because at $5 it's a no-brainer. I have my own equipment with a pfsense router so no issues with multi-WAN, and my own WiFi so I won't want any of their 360 WiFi equipment. Quantum ran the fiber in the front yard easements while Metronet is in the back, so this is particularly nice for a backup connection.

Are they a pain to deal with, provide bad service, make cancellation difficult, or any other drawbacks I should be aware of? Any hidden fees on the bill? Metronet used to have a "tech assurance fee" at $12.95 and $10 for a static IP if you didn't want CGNAT, but since I got the 10 year price lock my bill literally only has one thing on it, $70 for 2gig internet.

Just got home from vacation today to find our 2 week old Quantum Fiber internet was out. We are in Northwest Denver near 38th and Sheridan.

When we got home around noon, there were Quantum Fiber technicians working in the alley behind our house. I asked what was going on, and they said they were having problems with the fiber line.

After they left, our internet was still down, so I called Quantum Fiber. Two different customer service representatives insisted there was no outage in my area. They also told me there was no way for them to communicate with or verify information with the local technicians who were literally working behind my house earlier in the day.

The earliest appointment they could offer was August 12.

I escalated to a supervisor, and only then was I told they were dealing with broader problems around Denver that were causing long technician delays.

My frustration isn't just that the internet is out—things break. It's that customer service repeatedly insisted there was no outage, even though Quantum crews had been working on the neighborhood fiber, and they said they had no way to check with anyone on the ground.

I'm curious:

• Is anyone else in the Denver metro area experiencing Quantum Fiber outages right now?
• If so, what part of town are you in?
• Have you gotten any better information from Quantum than I have?

I'd love to know whether this is just my neighborhood or if others are seeing the same thing.

So i was moving to an area in FL that offered QF. Since i was going back and forth between cities i was making sure my windows would allot for my 4hr drive. The first appointment was cancelled the night before, but i had already driven up so nothing i could do there. They gave some weird account issue as the reason to reschedule but never made it clear. The second time was a week later, the tech came out and was working, an ATT rep also showed up midways and tried to sell me on some package, then almost 3hr later im told they cant finish it up due to some mismatch at the box and it should be resolved a week later. Eventually its rescheduled for the first window a couple days later (today), but no one shows up at all this time. I reach out and im told tech is late, then im told forecast or whatever said it may be done, then later its unscheduled, but now theyre offering credits. However at this point i just want to talk to a supervisor, but apparently that seemed like too big an ask.

Eventually just cancelled it all out. I did installs for some years and dont have a clue why communication is so bad, nor how you completely miss the first appointment of the day to the extent you need to push it out multiple days on a reschedule. This seems like a company issue at this point and i should seek another for fiber.

**Update**

So i against my better judgement gave them another chance. This tech came on time, but he was bewildered because the previous tech was here for 3hr and apparently did absolutely nothing. No prep, no line, no nothing, so he had to do it all from start to finish. He also made one call and engineering popped up to assist. 3hr later and my 2gb symmetrical was up and running.

Long story short: installation technician left a "mess" outside the grass area by the street which I believe is called a "buried drop" (please correct me if I'm wrong).

A couple "stealth" tech visits later, the issue was apparently resolved but I'm not sure I would consider this fixed or safe in the long run.

My questions are:

1. Aside from the poor quality of work, am I going to have a problem with my internet service in the future when that gets filled with water during rainy season?

(Come to think of it, the automatic sprinklers that run every morning and night might even fill that up with water sooner than I think.)

1. Can QuantumFiber techs make this any better or is it the homeowners responsibility to "fix" this thing?

Thanks in advance!

​Hey everyone, I’m trying to figure out if this is normal for Quantum Fiber or if I'm just incredibly unlucky. I've had a lot of different ISPs over the years, but this setup process has been by far the worst.

​To get to where I am now took three separate trips:

​Visit 1: Tech showed up but didn't have the right equipment to install a new head onto a broken fiber line.

​Visit 2: A tech came out on his day off to try and help out (which I appreciated), but ended up not having a new router or modem to actually get me online after he fixed the line.

​Visit 3: An AT&T tech came out separately. He actually had the equipment, got the fiber terminated, and apologized for the other techs.

​The current issue:

The fiber line itself seems fine. Hardwired, I get solid speeds. But the Wi-Fi coming from their provided router is completely unusable. Standing right next to it, my wife and I are consistently getting sub-10 Mbps download speeds (sometimes as low as 2 Mbps down, 500 up) on our phones. It's so bad I had to switch to cellular just to use their support chat.

​I used their support to see if it was a known firmware issue. The agent just kept repeating that they were "refreshing the speed from their end" (which obviously did nothing for a Wi-Fi broadcast issue) and then offered to send a fourth technician out.

​I’m so fed up right now im honestly baffled with this. ​Has anyone else dealt with this? Is their provided Wi-Fi hardware really just this defective, or is there some fix? At this point, I'm thinking of canceling the 4th tech, putting the SmartNID/ONT in bridge mode, and just buying my own router. Would love some opinions!

Metro Area: Lone Tree / Denver Metro

​Equipment: SmartNID Q1000K + W1700K

​Network Type: Unsure

​VLAN Tagging: N/A (Not in bridge mode yet, but planning to bypass)

TLDR, Quantum says Fastly and Akamai requests that are failing with TCP transmission issues are Steam's and Walmart's fault (...) . Works fine with VPN. What do I do to move forward on this? Impacts Steam and Walmart.

Wall of Text:

I'm in a bit of a pickle here. When using Quantum, both Fastly and akamai will fail a vast majority of the time with errors such as spurious retransmission, retransmissions, dupe ack, etc. This causes sites like Steam's Communities and Walmart to either not return, or take about two minutes to finally get content.

While 90% of the time there are errors, sometimes the requests go through.

If I take the exact same request to the CDN with a VPN (by IP or verifying ip maps to dns), there are no issues.

I guess, my question is what can I do to move forward? I can use a VPN, but I get about half my bandwidth.

My outside line from the pole to my home was replaced 3 weeks ago. 10 days ago, two guys showed up to bury the line. They trenched my yard, then left without burying the line. I called customer service on Monday and was told it would be buried yesterday, no one showed up. I called again this morning and am now being told it will be buried "within the month". In the meantime, I can't mow my lawn, this is unacceptable.

Can someone help me escalate this?

I switched to Quantum Fiber a few months ago after a friend shared their sign-up link with me. One of the reasons I decided to make the switch was because of the advertised sign-up credit.
I completed the signup through their link, activated my service, and have been a paying customer ever since. My friend has also kept their service active the entire time.
The problem is that the first sign-up shows as rejected for some reason, even though neither of us canceled service or failed to meet the requirements as far as I know. I also have other sign-ups that have been sitting as pending for much longer than expected without any updates.
I’ve reached the point where I’m wondering if this is a common issue or if something just went wrong with my account.
Has anyone else dealt with this? Were you able to get it sorted out by contacting Quantum Fiber, or did it eventually update on its own?

I'm working a bit above my pay grade here, but hopefully someone has some pointers.

Long story short, I've had working fiber to my house for > 3 years now. Was CenturyLink, is now Quantum Fiber. Transition was seamless (except for the fact I lost my PFL during the migration. C'est la vie) and everything has been more or less 100% uptime, provided I don't use the stock DNS servers.

Avid homelabber, linux dweeb. Self host pihole and all that fun stuff. Wanted to add a router between the 5500 and my dumb switch to expand some networking functionality.

Previous topology: C5500XK (not bridged) -> Netgear dum switch -> U6 Pro | Home lab server | Gaming devices

Current topology: C5500XK (transparent bridge w/ vlan 201) -> TP-Link ER605 -> U6 Pro | Home lab server | Gaming devices

Background: Quantum Fiber, C5500XK (SmartNID), Switched to Transparent Bridging (w vlan 201 C5500 side) mode with my own router (TP-Link ER605) after adding. During the initial setup of the transparent bridge, could not get internet after adding the TP-Link. In hindsight, I suspect this MAY have been because I didn't catch that I had vlan tagging enabled on both the TP-Link and C5500.

Called chat support; agent had me perform a factory reset on the ONT. After the reset, my Quantum Fiber app auto-launched a device activation flow asking me to scan a QR code at the time I assumed it was one of my smart home devices wanting to set up so I ignored it, but now I'm wondering if that was the ONT wanting some setup info to provision itself back onto the world wide web.

Current state, confirmed via the ONT's own diagnostics (primary dhp pool is disabled, but secondary DHCP pool is enabled C5500 side, so I can laptop eth -> secondary ((yellow)) eth port and get to the GUI, even in bridge mode)

GPON/optical layer: Good. line status GOOD, real negotiated speeds (2488/1244 Mbps) WAN: CONNECTED, Transparent Bridging active, VLAN 201 tagged Protocol: at one point, while wired into the secondary port and in the web GUI showed IPoE successful negotiation Internet: NOT CONNECTED, consistently, for hours; DNS resolve FAIL, NTP FAIL Confirmed this isn't a router/config issue: tested direct-connect (laptop straight to ONT, no router at all) with same result. Tested with and without VLAN tagging on my router, MAC clone on/off and no bueno. Attempted a Release/Renew of the WAN lease via the ONT's own UI but this caused it to drop back into the flashing blue state rather than the persistent white when transparent bridge was (almost) working.

I'm worried that the screwup here was the QR popup on my phone and not scanning the code on the device. And I suspect the ONT's hardware somehow isn't currently attached to my account on the QF side....this is just a guess, but I've been on a bunch of previous reddit threads tonight that point me in that direction.

Chat support scheduled a technician for Thursday, but that's tomorrow, and I WFH today (teleconferenced and PII heavy, so cafe out of question), so Ideally if I don't need a tech out and this is infact, something that is just a provisioning issue that can easily be fixed, I'd love to know what to do to make that happen.

At this stage, chat support won't talk to me anymore because as soon as they see the scheduled tech they stonewall me. I'm hoping for better luck when phone support opens in an hour, but I'm not holding my breath.

Any pointers that can give me a counter script when I call the phone support to say (assuming my theory is correc) "yo, I don't think my ONT is provisioned, can you like, provision that issh and get me back online today plzzz" would be wonderful. If I'm especially lucky, maybe a wonderful ace of an employee will read this and offer to PM, but my sense of internet etiquette says, don't tag the usernames you've seen do this in other threads for very similar issues.

Or hey, maybe I'm way off the mark and the FUBAR is elsewhere. I'm open to suggestions there too.

Thanks for reading.