[dadspet]

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

[New Englander]

Originally Posted by dadspet

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

I have Quantum and I totally agree. Customer Service is beyond bad!

[jrref]

Originally Posted by dadspet

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

What Village do you live in? I'm going to PM you. I'm happy to come and take a look.

One thing to check. Go into the Quantum App on your phone. If you don't have the app, download it from the App Store on your phone. Then log into the App using the Same Login and Password that you used to log into Quantum on the Web. Once this is all done, go and check the Parental Controls.There is a tab just for that. If there are any profiles created, delete them and see if this fixes the problem.

In my experience, if you are getting internet to the SmartNid in the garage then if there is a problem it's usually easily fixable. I'm not sure why the Techs couldn't fix your issue but I have a lot of experience helping my friends, family and others I have met here in the Villages and am happy to come take a look and hopefully figure out what's going on.

[Pugchief]

Originally Posted by dadspet

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

A couple of things to note:

-Getting a tech from any ISP out to the house is typically a 3-5 day wait. This is not unique to Quantum. I have had similar experiences UpNorth with Comcast, WOW and RCN.

-The connection speed advertised is based on a wired connection plugged directly into the modem/pod. If you are using WiFi wireless to connect, the lower speed you will get is based on the quality of the router, the distance from the router, any obstructions like walls, and probably other factors.

-If Quantum supplied you with 2 pods, the pods need to be plugged in not too close to each other, but not too far either. And sometimes just rebooting them both (unplug, wait 5 seconds or more, replug) will fix the problem, but it takes 5 minutes or so to restore service after a reboot.

YMMV

[jrref]

Originally Posted by Pugchief

A couple of things to note:

-Getting a tech from any ISP out to the house is typically a 3-5 day wait. This is not unique to Quantum. I have had similar experiences UpNorth with Comcast, WOW and RCN.

-The connection speed advertised is based on a wired connection plugged directly into the modem/pod. If you are using WiFi wireless to connect, the lower speed you will get is based on the quality of the router, the distance from the router, any obstructions like walls, and probably other factors.

-If Quantum supplied you with 2 pods, the pods need to be plugged in not too close to each other, but not too far either. And sometimes just rebooting them both (unplug, wait 5 seconds or more, replug) will fix the problem, but it takes 5 minutes or so to restore service after a reboot.

YMMV

Thanks for the feedback. I spoke with Dadspet the original poster of this thread this morning and he's a very nice guy who is just frustrated because although he had to wait a couple of days, when Quantum did come, they got everything working but it went out again around a week later. After speaking to him it appears the main WiFi7 pod failed because l when he used his own wifi equipment, it all worked.

I was at a new Quantum install this morning at my neighbor's home and the tech confirmed that the remote pods can create problems if they are placed too close to the main pod. BTW, I've seen the same problem with a very expensive Netgear Orbi mesh systems. That said, if you get Quantum installed, first check the coverage with only the main WiFi7 pod. Although these Wifi7 devices produce the same power as the WiFi6 devices, they have better antennas which give you a stronger and longer distance signal. If you don't get coverage at some point in your home then request the extender pod but put it at least a couple of rooms away from the main pod or they will interfere with each other.

As you mentioned, this delay in getting service is not just a Quantum issue. I've had the same delays and frustrations with Spectrum. It just depends on how busy they are. I believe with the new $35 price for 1Gbs that Quantum is offering, lots of people are signing up and overwhelming them.

FYI, If you have the Quantum 500Mbs speed for $50, if you log into your Quantum account on the web and click on "Services" then "Change" you will see the $35 1Gbs offer. All you need to do is click on the offer and you will get the faster speed for $15/month cheaper. It happens withing a couple of minutes, nothing else needs to be done. If some time down the line they increase the price of the 1Gbs service you can always go back to the 500 for $50.

I don't know how long the Quantum $35/month service offer is going to be active so if you think you are interested, sign up now. I'm available to help you sign-up and with me using the referral program, you get $100 with the sign-up.

John

[Pugchief]

Originally Posted by jrref

FYI, If you have the Quantum 500Mbs speed for $50, if you log into your Quantum account on the web and click on "Services" then "Change" you will see the $35 1Gbs offer. All you need to do is click on the offer and you will get the faster speed for $15/month cheaper. It happens withing a couple of minutes, nothing else needs to be done. If some time down the line they increase the price of the 1Gbs service you can always go back to the 500 for $50.

I don't know how long the Quantum $35/month service offer is going to be active so if you think you are interested, sign up now. I'm available to help you sign-up and with me using the referral program, you get $100 with the sign-up.

John

Good tip, but it must be area dependent. When I click on "change", the only offer is to upgrade to 940 Mbps for $75/month. I am currently getting 500Mbps for $50, price for life.

[eeroger]

Originally Posted by dadspet

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

Interesting. I have had quantum fiber for 11 months with no interruptions. I did notice last month that my service speed slowed down. I talked to rep in our hood who was installing new service & he said that the pods (wifi 360) are being phased out. I called & a tech came out a few days later and replaced the 3 pods with a new single router. All is well.

[Blackbart]

Originally Posted by Pugchief

Good tip, but it must be area dependent. When I click on "change", the only offer is to upgrade to 940 Mbps for $75/month. I am currently getting 500Mbps for $50, price for life.

Same here.

[RoseyRed]

Originally Posted by New Englander

I have Quantum and I totally agree. Customer Service is beyond bad!

Comcast is very competitive with poor service!

[Priebehouse]

We have had Quantum for almost 2 years. Year one was good, then there were some connectivity issues. Three CS agents tried to do the conventional fixes with their system bumps. They sent a tech to the house who explained that they had an equipment supplier that they could not reach an agreement with (evidently they filed suit) and he changed us over to their new equipment. NO PROBLEM SINCE!. We are North end snowbirds and have limited access to carriers. We love QF, much better than the much less than reliable Xfinity. I understand that QF is in the process of switching over customers to the new equipment, so packing patience is the best way to deal with this unfortunate situation.

[brewbob]

I also had problem with no internet(went out at 2am on Mondays). Tech would come out and and replace equipment and things would work, then inet would fail again at 2am on Monday. John came out and found the Parental control was activated. I did not activate parental control. Must have been a glitch from some firmware update (my guess). Things seemed to be working fine until I discovered some 2.4g devices would not connect to wifi. I went thru a series of tests. The problem went away after removing the 2 small wifi pods. Now I only have the 1 main pod and have good wifi everywhere and no problems. If your problems still remain after checking parental control is off and only 1 main pod is connected(reset the smartnid and main pod)....then ask John(he lives in TV) to drop by and check things out.

Good luck
Cheers
Bob

[donfey]

Originally Posted by dadspet

I have 500 megabit per second internet service with quantum fiber and have no internet again for the second time in a week with absolutely awful customer service to fix the problem. First issue of no internet service occurred a few days before Christmas when I woke up in the morning and had no internet, customer service could not fix the problem and it was going to take them 3 days to send out a customer technician. After 3 days a cust

technician came out and spent 3 hours at the house restored my internet service and put in several new pieces of equipment. I was getting 500 megabit service when came into the house and little under 250 MB service with the internet. This wasn't what I expected / paid for but it was okay. A few days later my internet service has again gone down and customer service cannot fix the issue and they're going to send out a tech service representative January 6th, that's the best that they can do, that is absolutely positively awful. No amount of complaining or trying to get to a higher level supervisor can resolve the issue, a supervisor won't call me back they just say it won't be any better. So if you're signing up for quantum fiber this is what you can expect.

Sorry to hear that. It's GREAT up here, North of 466.

[Battlebasset]

Down in DeSoto, got Quantum Fiber about a month ago. $35 for life deal. So far, so good. Good coverage. Almost a gig of speed. Had to deal with support once. Used the chat feature, not a phone call. Could tell they weren't in the US, but got the issue resolved. I'll keep it as long as it works, can't beat the price.

Also, I only have the single router in my house, no wifi extenders. While not in the exact middle of my house, it is within close proximity to all my devices that connect, primarily my computer (ethernet connected) and three roku TVs.

[TomSpasm]

When I recently had a Quantum Fiber problem (early Dec.), I was initially told it would be 48 hours, but they got to me in 24. I complained to the guy on the phone that the last 2 times I had tried to use the Quantum app on my phone that I couldn't log in and got an error message, he said "Yes, the app's no good, you have to log onto the system on your computer."

I checked 3 times during the 24 hour process whether Quantum service was even available at my address. Twice it said it wasn't, then the third time it said it was. The initial diagnosis by the tech was that another tech had disconnected me at the neighborhood hub, but once he fixed that, then the box in my garage was no good and had to be replaced. It was very clear that this company has some technical problems they haven't worked out, but they did get my system working and it hasn't failed since, so lucky me!

And I could also get you $100 referral fee...

[jrref]

It's nice to see all the responses in this thread.

So this is what I know about Quantum as of this mornng.

1) Last June, Quantum had to start replacing the old WiFi pods becasue of an issue with the equipment supplier. When Quantum first started offering the WiFi5 and 6 pods they used equipment and software from an existing manufacturer. Quantum then made the decision to have a company design and supply WiFi7 equipment exclusively for them. This is very typical with companies such as Verizon, TMobile and others. Since then, Quantum has been replacing the older WiFi5&6 pods with their new WiFi7 equipment. This is why the newer WiFi7 equipment is used with new installations and mailed to existing customers.

2) Many companies such as Netgear, TP-link, Amazon, Google and others make WiFi7 mesh systems. Although these systems are available at various price points, in general, this newer WiFi equipment is expensive becasue they now use three radios, 2.4Ghz, 5Ghz and 6Ghz along with all the new WiFi7 protocols and better antennas.

3) Because these new WiFi7 devices use more sophisticated antennas, effectively when you use these devices, the signal will be stronger to more areas of your home eventhough the power output is roughly the same. What this means is, the need for extender pods or additional mesh nodes may not be necessary in a typical size home here in the Villages. And in some cases, installing additional pods can cause interference and worse performance than without them. Again, as mentioned, this problem is not exclusive to Quantum since I've seen this with Netgear, TP-Link and other WiFi7 mesh equipment.

4) As these WiFi7 devices are installed by Quantum, they are finding many of the complaints are caused by using too many extender pods so the Techs have been instructed to install the main pod then survey the WiFi coverage throughout the home and only install remote pods if needed. This saves them money on pods that are not necessary and reduces the trouble rate and simplifies the installation.

5) I've signed-up and monitored the installations of four of my neighbors here in Osceola Hills in the past month and they all went well and the service is running great.

All this said, Quantum and Centric Fiber are not cable companies so they don't have the constant upward pressure to increase prices becasue of the ever increasing content fees that need to be paid to the content providers such as ESPN, ABC, CBS, and others because they only provide internet and no TV content services. This is why they can keep prices more stable and low even without any contracts, taxes and fees.

Most of us here in the Villages can get Fiber internet service and we are very lucky to have this option over traditional cable.

Also remember, the fiber internet companies offer bi-directional service meaning the download and upload speeds are the same. With cable, they give you the advertised download speed but the upload speed is 20-30 Mbs at best because of the physical bandwidth limitations of the copper cable. So when you call them you have to keep this in mind because they will never tell you this. The cable companies are starting to offer bi-directional service but only in highly competitive areas of the country. We probably won't see this here in the Villages for a very long time.

Fiber internet is also a dedicated service to you home so you are not sharing the bandwidth with all your neighbors resulting in varying speeds that can cause buffering at peak times.

Finally, as many have reported the technical suppor for all these companies is not that great all the time so you want to go with a technology such as fiber, when you have this choice, becasue its more reliable and you will have a smaller chance of ever needing to contacting them. Again, some of the cable companies here in the Villages are reliable but the cable technology is old technology and has a lot more complexity than with fiber.

Hope this all helps everyone have a better understanding of whats going on with internet services here in the Villages.

And if you have a complaint to report, please give some details of where you live, the service you have and how the equipment is installed so we can try and help.