App Profile: Quantum Fiber

Manu80015

Rating: 3/5

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.

Astra x

Rating: 2/5

Got new updated pods and you’re supposed to be able to set them up through the app. It should be easy then, right? Literally the app WOULD NOT scan the QR codes provided to even start the set up process. It wasn’t my camera, it was the app. I had to go on Reddit to figure out what to do and wasn’t the only person with this issue. Was able to figure out that if I took a photo of the QR on another phone it would scan correctly. Finally once the app recognized the pods, it just literally was like “setup complete”! But the internet wasn’t working. Reset the pods, I redid everything multiple times, and it still kept saying everything was set up when it wasn’t working. It even said it was all good and ready to go when I tested it by unplugging everything and doing the process on the app. The naming of the pods also wouldn’t work, I’d hit save the names and it would just disappear. I had to get on the phone and was collectively on the phone with tech reps for maybe almost 2 hours? The first rep wasn’t as helpful as the second. Having an app that would actually work and give clear instructions on what to do would be great, you’ve got the right idea. But the lack of functionality as well as unclear instructions on where to put what, what to do when it doesn’t work makes this app lowkey useless, at least for the set up process.

COS_flyer

Rating: 2/5

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.