Quantum Fiber 4+

Terrible support, late technicians, terrible app

Been with CenturyLink for well over 15 years. Had Internet and a “land-line” - yes, I know.. old tech. Anyway, I ported over the landline to MagicJack for the convenience and pricing. Called CenturyLink to verify that “only the landline was being changed”. They told me that only the landline would be disconnected from my service and I would keep my regular Internet service. Well, not only the disconnected my landline but also my Internet access. When I called back (and waited over 75 minutes on hold) they told me that there was nothing they could do to restore my service, and if I wanted service it would be considered a new service through Quantum Fiber. Well, took them over an hour to get me an account with QF and now I’ve been waiting for two weeks to get service. To make it worse, the tech was to be here between 11:00am and 2:00pm. Conveniently enough they send a msg 30 minutes before 2:00pm to tell me that the tech is running late. That is the second time they have done this to me. What ever happened to great customer service from CenturyLink? Sold out to QF and it has been terrible. First they disconnect me and then it takes them forever to get me back online. Wish there was a better option.

Great product, Terrible support

I started with Century Link 2 years ago and was moved to Quant Fiber over a year ago. The product has been great with almost no problems. We recently bought a house and moved and tried to transfer our service to our new address. This is when the problems began. They refused to transfer our service. They said it can’t be done. Even though they have a spot on the website to help you if you are moving. They told me the only way I could do it was to either get a new email address or cancel the service, wait until the end of the billing cycle and then order it again. This is a terrible policy. So we switched to SparkLight. Maybe we will go back if we have any issues.

No accountability

We thought we needed the 370 WiFi option when we signed up in late July 2023. The Quantum Fiber installation technician said we did not need the optional 360 WiFi during the early August installation of our service. However, my account still shows the 360 WiFi option even though I have called and chatted with Quantum Fiber representatives about this since early September. There is a banner on my account saying the 360 WiFi will be cancelled on September 18, 2023, unless I resume service. Another banner says I need to return the 360 WiFi pods, which I never received. My account shows no (0) connected devices. In at least 5 phone calls to Quantum Fiber support since September I have been told the issue will be resolved but nothing has changed. Only one of the customer service representatives I spoke with was in the USA. The others, while very friendly and supportive, seemingly did nothing. (One was interrupted several times by a rooster crowing in the background.) I have asked to talk with a Quantum Fiber supervisor several times but was told they were too busy at that time but they will call me. No one has called me. The Quantum Fiber internet service is OK but the customer service is the worst I’ve experienced with a service provider. We’re very disappointed in Quantum Fiber.

Developer Response ,

Sorry about your experience! Would you mind reaching out to us at qffeedback@lumen.com so we can see if we can help!