Quantum Fiber 4+

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!

It’s good when’s it’s good and TERRIBLE when it’s bad

It’s very frustrating for the past 4 months at least in my region…the infrastructure was down for 2 months of the new year so I had no internet.

Then I try to contact support and they send to bafoons out to my residence that took literally all day to get there took 2 hour to change a router and STILL didn’t fix the issue.

Moving along in my time line of frustration- I lost my card and I need to make a payment and it took me a week to figure it out by myself. I spoke with customer service who claimed that you can only use the app if you have the Google chrome browser …which is shady to me already.

I download the browser and surprise, it still doesn’t work. I tried to email support to which I got one email bac and it was clearly a chat bot cus it didn’t even specify what my issue was. Just your generic “we’re sorry to hear that”, and no further action responses.

I call back again to have some dude that couldn’t be paid to be bothered with my issue- “ have you tried the Google chrome browser? Or a different device?” As if I just have thousands of dollars of tech laying around my apartment.

I didn’t get very much help in every corner I looked that had the name quantum fiber. Very frustrating.

Developer Response ,

We apologize for the extended downtime and frustrating experiences you've encountered with our service and support. Your feedback is invaluable, and we're actively addressing these issues to enhance our infrastructure and customer support processes. Thank you for bringing this to our attention, and we're committed to improving your experience with Quantum Fiber.