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.

I’ve had Quantum since moving here. I have nothing but praise for them. Not only great customer service, but they actually called me, to make sure all was running smoothly. Separately, I had them out to hard wire one line from the modem to one wall outlet, a tv. All in all, Quantum has been great. Xfinity on the other hand, I can’t run fast enough from them.

LOL. I was told this by one of their reps as well. So if the app doesn't work, how about deprecating it and creating one that actually works? Sometimes these companies act like they are public sector and have no accountability. <smh>

How do you get Quantum to just "switch out your pods" for a single router? I have issues in my garage with my smart garage door opener/closer and my Bhyve sprinkler system appearing not able to receive the signal from the pods inside the house. My printer has paired but my hearing aids, my auto, my new dishwasher and new electric range haven't paired either. My old wifi had some of them but was becoming more and more expensive. I am 84 and a bit technologically challenged.

They are in the process of sending out the new WiFi equipment on a schedule so if you call support they will not be able to just send them to you. Having poor wifi coverage in the garage is very common in a lot of homes here in the Villages. My suggestion is to call support, tell them that you are having all these coverage issues with their provided equipment and that you want to schedule a tech to come out and fix the coverage problem. Don't ask for the single wifi device or anything else. Be specific and short. Less is more here. When the tech comes he or she will replace the equipment and get everything working.

Forgot to mention, please let us know what happens and if everything is resolved.

Some people who are considering going back to cable from fiber are looking to see if the cable companies here in the Villages have any new equipment which will give them better wifi coverage.

After investigating, the modem, router and wifi equipment offered by cable is the same "old" stuff they have been offering for the past couple of years. The modems have been updated to give you 1Gbs download speeds if you purchase that plan and they will offer you wifi extenders (which don't work very well all the time) to try and give you "whole home" wifi coverage if the main wifi device won't cover the entire home but the rest is the same, nothing really new.

The cable companies are coming out with higher speeds and newer equipment but not here in the Villages. They are just starting to offer these services up north in highly competitive areas. At some point I'm sure these more advanced services will be available here but there is no way to know when this will happen since most of us are very cost sensitive and won't be willing to pay the higher prices for faster speeds.

Just an fyi when thinking about this decision.

Lianne, you are best to stick with the PODS as they would provide better coverage than a single router/modem. I have my personal google hubs (aka like the PODS) in the main living area and one POD high up on the kitchen cabinet nearest the garage and still get a weak signal to my smart garage doors. I would only be able to increase the signal by moving the hub (POD) closer to the garage. Not sure if you have this ability with the PODS (moving one closer to your garage) but something to consider.

I discovered the $35/month 1GBS service is available only in some zipcodes here in the Villages. I know it's available in 32163 but only for a limited time. My guess is they are trying to increase their customer base in certain areas by offering a super price for internet service.

It has always been that way even when they were called Century Link!

And you never had the same service with the cable companies? Do they drop everything and come right out?