Quote:
Originally Posted by midiwiz
Yes I retract my earlier reply if any. Here's the latest.
Run away quickly. Quantum support - it's in the phillipines, all script and zero understanding of anything except to follow procedure etc and say they are sorry. You'll get nowhere. I spend 2 days asking for stateside supervisor - they aren't available. Isn't that nice?
Either rate at 9:38am Monday my fiber went down hard. In my troubleshooting, I found the problem to be outside the house, more than likely cracked fiber. YET they insisted it wasn't and was inside my house.... seriously? After 49 years of IT I'm not that stupid.
They couldn't get anyone here for 2 DAYS!!! I also informed them that there is a medical life device in the house that requires connection - "I'm sorry" ....that's it????
I needed to do something, the company that made it happen on Monday, no problem, Spectrum. So this house changed service on Monday. Quantum never again. The other fun part was cancelling Quantum it's a lot like XM you have to call them. Just as ridiculous, I had to repeat myself 5 times for them to not only listen but to understand (maybe a war wound, I've personally dealt with offshore support for the last 10+ years, Phillipines are like talking to a brick) So what these guys do is if you cancel they will turn you off next month and send you your final bill. I told them my way or my attorney's way - They have had their charge yesterday refused, the sevice has been off since Monday morning and officially cancelled yesterday no other choice.
It took 30 minutes to get this done!!!!
Never again.
|
It's unfortunate that you had this problem with Quantum. I've used their tech support and found, most of the time it's been very good. Most techs are very knowledgable in the scope of what they are responsible for.Yes, as with most companies their call centers are not in the US but if you call around 11 am, you can get the US call center. What I do is if I call and I can't understand the person, I hang up and call in again. But once I find a voice I can understand, they can do quite a bit remotely to diagnose the problem. If they can't fix the problem they will easily dispatch a tech but as you said it's usually a day or two out. I don't believe you will find Spectrum or Xfinity any more responsive. As for all who are reading this. If you have medical equipment that needs to be on-line and you have an outage, when you call them ask to have the case escallated to their dispacth immediately and ask them to give you the case number so if nothing happens you can call in again and reference it. When this is done they will try to squeeze you in and get a tech out sooner. Remember none of these internet providers are bound to provide "critical life-line" service. Also, If you suspect the cable outside your home has been damaged, call them immediately since they will run a new fiber drop and have someone bury it at a later date.
Finally, from experience, If you loose your quantum fiber service do the following:
1) Go out to the garage and check to see the color of the light on the white Network Terminator/router. It should be solid green. If it's flashing blue or solid red, no good. If it's flashing blue or solid red, pull out the power cord for a couple of minutes then plug it back in. If It doesn't go back to green after a couple of minutes then you need to try a factory reset. You do this by getting a paper clip and holding in the reset button right below the power plug. Hold it in for 20 seconds and let go. The light should turn yellowish orange then red, then flashing blue then solid green.
2) If the light on the white network terminator/router is dark, then check the power supply connection and plug to make sure it's getting power.
3) If #1 above doesn't work and you are handy, go outside, usually on the other side of where the Network Terminator is mounted in your garage you will see a box mounted on the side of your house. It should say "fiber" on the cover. Unscrew the cover and you will see the white fiber and green connector. Wiggle the connection at the green connector and see if that solves or changes the problem. Usually, when you loose service when it gets very hot out and then it returns in the evening, that connector is faulty.
Other than that, for the homeowner, there is nothing else you can do and you need the tech.
Finally, I know it gives us great satisifaction to cancel our service when we are unhappy but ALL these companies will send you to the retention center when you try and cancel and waste a significant amount of time trying to retain you. And none pro-rate your service and with Spectrum and Xfinity you should get a receipt when you return your equipment because more often than not, they will eventually contact you saying they never go the equipment and you owe them money. You don't want that aggrivation. When I cancelled Spectrum they wouldn't stop billing me until I made serveral calls to their call center and complained so just accept none of these companies are perfect. We want to feel cancelling "hurts" them but these companies are so large, they really don't care. It's not like the "old days" where integrity and service was important. Sorry.
Hope this helps.