jrref |
01-01-2025 10:41 AM |
Quote:
Originally Posted by TomSpasm
(Post 2397883)
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...
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Unfortunately, this is a problem that can happen with any company's service.
With fiber, every home has a fiber optic cable connection to what they call a "shelf" or "hub" located usually by the mailboxes in your Village. Think of it as a large "patch panel" where every customer is connected to a unique port. The patch panel is then connected to the main office where all the fiber optic equipment is located. (this is a very high level description).
With cable, It's a similar arrangement but these "patch panels" are usually located at different locations throughout your Village eventually connecting to the main office that has all the cable equipment.
What I believe happened to you is a new install was probably assigned a port on a shelf that was inactive or the assigned port was bad and the tech was trying to find an unused port for his install. Unfortunately, records aren't 100% all the time so they probably disconnected your line and used your port for the install by mistake. This is why I think they were able to resolve the problem so quickly.
From what I understand, Quantum "inherited" all the records from Century Link and on occasion, fortunately it's not frequently, errors happen and then the records eventually updated with the correct information.
Hope this helps.
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