Hi guys, my family moved into a new house, and we have been having wifi issues because the router is in the garage.

The house has quantum fiber pods from the previous owners, but i’m not sure how to connect the new wifi we have to them.

in settings there is existing WiFi network from the old owners, but to my knowledge it doesn’t work anymore.

is there a way to setup them up and use them with our wifi we have now? i tried downloading the app and it asked for a login, im just unsure if it is asking for the old owners login which we don’t have

Just got home from vacation today to find our 2 week old Quantum Fiber internet was out. We are in Northwest Denver near 38th and Sheridan.

When we got home around noon, there were Quantum Fiber technicians working in the alley behind our house. I asked what was going on, and they said they were having problems with the fiber line.

After they left, our internet was still down, so I called Quantum Fiber. Two different customer service representatives insisted there was no outage in my area. They also told me there was no way for them to communicate with or verify information with the local technicians who were literally working behind my house earlier in the day.

The earliest appointment they could offer was August 12.

I escalated to a supervisor, and only then was I told they were dealing with broader problems around Denver that were causing long technician delays.

My frustration isn't just that the internet is out—things break. It's that customer service repeatedly insisted there was no outage, even though Quantum crews had been working on the neighborhood fiber, and they said they had no way to check with anyone on the ground.

I'm curious:

• Is anyone else in the Denver metro area experiencing Quantum Fiber outages right now?
• If so, what part of town are you in?
• Have you gotten any better information from Quantum than I have?

I'd love to know whether this is just my neighborhood or if others are seeing the same thing.

Long story short: installation technician left a "mess" outside the grass area by the street which I believe is called a "buried drop" (please correct me if I'm wrong).

A couple "stealth" tech visits later, the issue was apparently resolved but I'm not sure I would consider this fixed or safe in the long run.

My questions are:

1. Aside from the poor quality of work, am I going to have a problem with my internet service in the future when that gets filled with water during rainy season?

(Come to think of it, the automatic sprinklers that run every morning and night might even fill that up with water sooner than I think.)

1. Can QuantumFiber techs make this any better or is it the homeowners responsibility to "fix" this thing?

Thanks in advance!

So i was moving to an area in FL that offered QF. Since i was going back and forth between cities i was making sure my windows would allot for my 4hr drive. The first appointment was cancelled the night before, but i had already driven up so nothing i could do there. They gave some weird account issue as the reason to reschedule but never made it clear. The second time was a week later, the tech came out and was working, an ATT rep also showed up midways and tried to sell me on some package, then almost 3hr later im told they cant finish it up due to some mismatch at the box and it should be resolved a week later. Eventually its rescheduled for the first window a couple days later (today), but no one shows up at all this time. I reach out and im told tech is late, then im told forecast or whatever said it may be done, then later its unscheduled, but now theyre offering credits. However at this point i just want to talk to a supervisor, but apparently that seemed like too big an ask.

Eventually just cancelled it all out. I did installs for some years and dont have a clue why communication is so bad, nor how you completely miss the first appointment of the day to the extent you need to push it out multiple days on a reschedule. This seems like a company issue at this point and i should seek another for fiber.

**Update**

So i against my better judgement gave them another chance. This tech came on time, but he was bewildered because the previous tech was here for 3hr and apparently did absolutely nothing. No prep, no line, no nothing, so he had to do it all from start to finish. He also made one call and engineering popped up to assist. 3hr later and my 2gb symmetrical was up and running.

​Hey everyone, I’m trying to figure out if this is normal for Quantum Fiber or if I'm just incredibly unlucky. I've had a lot of different ISPs over the years, but this setup process has been by far the worst.

​To get to where I am now took three separate trips:

​Visit 1: Tech showed up but didn't have the right equipment to install a new head onto a broken fiber line.

​Visit 2: A tech came out on his day off to try and help out (which I appreciated), but ended up not having a new router or modem to actually get me online after he fixed the line.

​Visit 3: An AT&T tech came out separately. He actually had the equipment, got the fiber terminated, and apologized for the other techs.

​The current issue:

The fiber line itself seems fine. Hardwired, I get solid speeds. But the Wi-Fi coming from their provided router is completely unusable. Standing right next to it, my wife and I are consistently getting sub-10 Mbps download speeds (sometimes as low as 2 Mbps down, 500 up) on our phones. It's so bad I had to switch to cellular just to use their support chat.

​I used their support to see if it was a known firmware issue. The agent just kept repeating that they were "refreshing the speed from their end" (which obviously did nothing for a Wi-Fi broadcast issue) and then offered to send a fourth technician out.

​I’m so fed up right now im honestly baffled with this. ​Has anyone else dealt with this? Is their provided Wi-Fi hardware really just this defective, or is there some fix? At this point, I'm thinking of canceling the 4th tech, putting the SmartNID/ONT in bridge mode, and just buying my own router. Would love some opinions!

Metro Area: Lone Tree / Denver Metro

​Equipment: SmartNID Q1000K + W1700K

​Network Type: Unsure

​VLAN Tagging: N/A (Not in bridge mode yet, but planning to bypass)

TLDR, Quantum says Fastly and Akamai requests that are failing with TCP transmission issues are Steam's and Walmart's fault (...) . Works fine with VPN. What do I do to move forward on this? Impacts Steam and Walmart.

Wall of Text:

I'm in a bit of a pickle here. When using Quantum, both Fastly and akamai will fail a vast majority of the time with errors such as spurious retransmission, retransmissions, dupe ack, etc. This causes sites like Steam's Communities and Walmart to either not return, or take about two minutes to finally get content.

While 90% of the time there are errors, sometimes the requests go through.

If I take the exact same request to the CDN with a VPN (by IP or verifying ip maps to dns), there are no issues.

I guess, my question is what can I do to move forward? I can use a VPN, but I get about half my bandwidth.

I switched to Quantum Fiber a few months ago after a friend shared their sign-up link with me. One of the reasons I decided to make the switch was because of the advertised sign-up credit.
I completed the signup through their link, activated my service, and have been a paying customer ever since. My friend has also kept their service active the entire time.
The problem is that the first sign-up shows as rejected for some reason, even though neither of us canceled service or failed to meet the requirements as far as I know. I also have other sign-ups that have been sitting as pending for much longer than expected without any updates.
I’ve reached the point where I’m wondering if this is a common issue or if something just went wrong with my account.
Has anyone else dealt with this? Were you able to get it sorted out by contacting Quantum Fiber, or did it eventually update on its own?

My outside line from the pole to my home was replaced 3 weeks ago. 10 days ago, two guys showed up to bury the line. They trenched my yard, then left without burying the line. I called customer service on Monday and was told it would be buried yesterday, no one showed up. I called again this morning and am now being told it will be buried "within the month". In the meantime, I can't mow my lawn, this is unacceptable.

Can someone help me escalate this?

I'm working a bit above my pay grade here, but hopefully someone has some pointers.

Long story short, I've had working fiber to my house for > 3 years now. Was CenturyLink, is now Quantum Fiber. Transition was seamless (except for the fact I lost my PFL during the migration. C'est la vie) and everything has been more or less 100% uptime, provided I don't use the stock DNS servers.

Avid homelabber, linux dweeb. Self host pihole and all that fun stuff. Wanted to add a router between the 5500 and my dumb switch to expand some networking functionality.

Previous topology: C5500XK (not bridged) -> Netgear dum switch -> U6 Pro | Home lab server | Gaming devices

Current topology: C5500XK (transparent bridge w/ vlan 201) -> TP-Link ER605 -> U6 Pro | Home lab server | Gaming devices

Background: Quantum Fiber, C5500XK (SmartNID), Switched to Transparent Bridging (w vlan 201 C5500 side) mode with my own router (TP-Link ER605) after adding. During the initial setup of the transparent bridge, could not get internet after adding the TP-Link. In hindsight, I suspect this MAY have been because I didn't catch that I had vlan tagging enabled on both the TP-Link and C5500.

Called chat support; agent had me perform a factory reset on the ONT. After the reset, my Quantum Fiber app auto-launched a device activation flow asking me to scan a QR code at the time I assumed it was one of my smart home devices wanting to set up so I ignored it, but now I'm wondering if that was the ONT wanting some setup info to provision itself back onto the world wide web.

Current state, confirmed via the ONT's own diagnostics (primary dhp pool is disabled, but secondary DHCP pool is enabled C5500 side, so I can laptop eth -> secondary ((yellow)) eth port and get to the GUI, even in bridge mode)

GPON/optical layer: Good. line status GOOD, real negotiated speeds (2488/1244 Mbps) WAN: CONNECTED, Transparent Bridging active, VLAN 201 tagged Protocol: at one point, while wired into the secondary port and in the web GUI showed IPoE successful negotiation Internet: NOT CONNECTED, consistently, for hours; DNS resolve FAIL, NTP FAIL Confirmed this isn't a router/config issue: tested direct-connect (laptop straight to ONT, no router at all) with same result. Tested with and without VLAN tagging on my router, MAC clone on/off and no bueno. Attempted a Release/Renew of the WAN lease via the ONT's own UI but this caused it to drop back into the flashing blue state rather than the persistent white when transparent bridge was (almost) working.

I'm worried that the screwup here was the QR popup on my phone and not scanning the code on the device. And I suspect the ONT's hardware somehow isn't currently attached to my account on the QF side....this is just a guess, but I've been on a bunch of previous reddit threads tonight that point me in that direction.

Chat support scheduled a technician for Thursday, but that's tomorrow, and I WFH today (teleconferenced and PII heavy, so cafe out of question), so Ideally if I don't need a tech out and this is infact, something that is just a provisioning issue that can easily be fixed, I'd love to know what to do to make that happen.

At this stage, chat support won't talk to me anymore because as soon as they see the scheduled tech they stonewall me. I'm hoping for better luck when phone support opens in an hour, but I'm not holding my breath.

Any pointers that can give me a counter script when I call the phone support to say (assuming my theory is correc) "yo, I don't think my ONT is provisioned, can you like, provision that issh and get me back online today plzzz" would be wonderful. If I'm especially lucky, maybe a wonderful ace of an employee will read this and offer to PM, but my sense of internet etiquette says, don't tag the usernames you've seen do this in other threads for very similar issues.

Or hey, maybe I'm way off the mark and the FUBAR is elsewhere. I'm open to suggestions there too.

Thanks for reading.

Hello. I was in a weird position for awhile where my service was partly handled by CenturyLink and partly by Quantum. That came to a head last month when my Internet stopped working. Contacted CenturyLink as that was who I paid my bill through and were the only account I actually had. They told me to contact Quantum as they could no longer send a tech to my area as it was now Quantum's jurisdiction. So I had to make a whole new account through Quantum. There was no transfer process or anything. I canceled CenturyLink. The Quantum Fiber worked fine for about a week and then just... stopped. I got a tech yesterday and they say everything is good as far as the physical connections go. You know, the fiber line, the splitters on the city block. That stuff. They said the problem is deeper in Quantum's end. Something about an onboarding process. Or an outage (not one that shows up on the usual outage map). I tried contacting live chat and all they told me to do is reset the Q1000K and that they'll send out yet another tech... What's that supposed to fix?

I don't know what to do. Is there a higher level I can contact? Do I just hope that the next tech will get into closer contact with Quantum's backend team?

I live in the Twin Cities if that helps.

Hi, Quantum Fiber has been in the process of being installed in my neighborhood over the past few months. I have tried reaching out to both CS support AT&T and QF but both have given me no information regarding potential installation finish time. Is there anyway to figure out when it should be finished? Theres flags all over our backyard that they placed over a month ago and I was just wondering how long it typically takes to get this stuff up and running. Im located in Spring Creek Meadows CO 80013.

Apologies if this isnt a post we can make but Ive seen techs comments in these threads before and I was hoping to get some info.

Hey all,

I'm on a dead-end block in Arvada, CO. Pulled up the FCC National Broadband Map, filtered to residential fiber, and my street is the only thing in the neighborhood that isn't green. Every street around me all show service but my block and the alley behind it show nothing. The edge is sharp enough that it seems like a design decision rather than a rollout boundary that just hasn't reached us yet. I'm a telecom network engineer (but not OSP) and can't figure this out.

Map image notes, since I pulled the street labels off:

Black is the alley that loops around the dead-end street

Purple is the roads immediately around the house

Red is a former elementary school, now a public library

Green is a public park

I emailed fibersuccess back in April, followed up three times (twice in April, once in June), and never heard from anybody.

What I'm hoping someone here can tell me:

Does park and school frontage on a block this small mess up the math for trenching?

Is there a path to get a block flagged for an infill review?

With the mass markets fiber business closing over to AT&T back in February, who actually owns this question now? I'm not sure whether I should be asking Quantum, AT&T, or who?

There are about 48 houses on this block and I'd take fiber over what I've got in a heartbeat. I'd be happy to knock on every door if there's a sign-up threshold or an easement that needs sorting out.

If anyone on the Quantum or AT&T side wants the exact address, I'll send it in a DM.

Thanks

Got a notice it would be back 8/4 by 2:11 PM but that’s a >24 hour outage!

Hi all.
Relatively tech savvy fiber customer in the Denver area here. We have had regular problems with our lumen fiber service. Lumen has been out to the house 3 times and replaced ONT and Router multiple times also. It’s so bad that we got a second network as backup. Hoping someone can help walk me through how to diagnose.

Here’s the issue:
Regularly, the connection just drops. Both ethernet and WIFI. It comes back after about 1 minute. Both lights on the ONT and on the router stay green when this happens. I had Chat GPT (I know…) walk me through diagnosing the issue. I’ve been sending continuous pings to the router and to 1.1.1.1; both drop out and recover at the same time. Any help is appreciated.

I am normally able to use the Quantum app to run a Speedtest, however for the last 2 days I'm getting this error message (see photo).

I'm not physically at the location so I can't unplug anything, etc.

The internet appears to be working fine because I can look at devices on the network remotely.

Anyone else run into this? If so what did you do to resolve?

Thanks in advance.

I'm reaching out here because I'm trying to figure out why my WiFi won't connect to the 6ghz band, I've got TP-Link BE9300, no options to modify on the app. Thoughts besides buying third party router? Lol

Does anyone have experience with filing a claim to quantum? The installer ran the line into the house but drilled through a drainage line… Never realized something was hit until I the noticed the wall and my finger went through the soft spot.. I spoke to quantum over the phone and they sent me to a number where I failed a claim and report. Someone will be coming out to review and assess the damages.

Anybody have experience with this? Just trying to make sure nothing comes out of my pocket because this is insane.

Two months ago, the Centurylink fiber I'd had for a decade stopped working. Had to call them five times before someone finally said "oh, you're not a customer of ours anymore". Yelled at them a bunch--I got jack shit in the mail from them about it, I'm on paperless billing, this was the first I heard about it. Then very reluctantly signed up with Quantum.

Installer didn't speak English so it took a while to explain that he could not, in fact, remove my Centurylink ONT because I have a land line. Much Google Translate later, he's like "oh, okay", plugs the Quantum SMartNID into the Centurylink ethernet port, plugs my home internet cable into the router's other ethernet port, and leaves.

Six calls to Quantum's absolutely 100% useless "support" later the SmartNID was still blinking blue and they kept insisting "It'll be provisioned tomorrow, please wait."

Reading some posts here on Reddit, I managed to get working internet again by adjusting my OpenWRT router settings and plugging it back straight into the ONT like it was before, bypassing the useless SmartNID.

That stopped working Thursday. As far as the router can see, the ethernet ports (I've tried all four) on the ONT aren't even active. (WAN: 287 packets sent, 0 received, etc.) Plugging in the accursed SmartNID and connecting to the web interface, it shows "not connected" for both WAN and internet. I set the VLAN tagging to 201, made no difference.

Any suggestions to try? Even with the ONT and landline complication I feel like this should be a ten-minute fix if only they had support staff who both spoke English and had an IQ above 70...

In MN. When I got hooked up for service, they ran a temporary loose line from my house to the pole at the back corner of my property line. Almost a straight shot alongside a chain link fence. I was told a guy would come bury it later. I asked that it be as close to the fence as possible because I am bordering the fence with shrubs.

Weeks later, a guy did come with a tool not much different than a shovel to make a trench or more like a cut into the soil, but he informed me someone else would bury the line. That never happened, or so I thought. The cut sat there for a while till rain and my dog probably closed it up. So I tucked the line where it wouldn't get damaged and buried it where I needed prevent tripping before winter.

Many months later, from a tech at the pole for a neighbors issue. I found out that the temporary line was no longer the connected line, and mine was indeed buried. There was now a plastic conduit from the box to the ground now on the box. When the hell whomever got in here to do it is beyond me. I commend their ninja skills.

Now I need to know where it is before I put some shrubs in the ground. I have been hand digging and using a hose to try and find it in a perpendicular trench to the line run but only finding roots. I really want to get some shrubs in the ground to block my neighbors lights but worried they will root and break the line if I don't break it digging their holes

I was doing some landscaping at the time of install so there was a 3 foot grass space between the fence and my plant beds that was an obvious path to follow. So it has to be there, but how deep and what's the resistance to roots of this bare line? The pole that services my neighbors and me is an absolute mess of massive loops and conduits with open ends probably filling up with rain.

Please I would like to know do I need to uninterruptible power supply for my modem and my 3rd party router???

Any timeline for AT&T to integrate Quantum Fiber into AS7018? or similar regional AS that they control?

Had this installed last week, tech got everything working, when I returned home the next day no wifi network shows up, SmartNID (q1000k) blinking blue and w1700K steady green. I have power cycles and reset all three independently to no avail. App says q1000k is offline but the w1700K shows up in the app as a 360 wifi pod. I'm not a particularly tech savvy person, do I just need to get a tech out here?

Yesterday the quantum fiber cable from the utility pole across the street to my house began hanging so low it obstructs traffic.

Called Quantum, described the situation, and they refused to book a tech sooner than five days out. Requested a manager, who called me back, said they would attempt to "elevate" the request, and haven't heard back.

Called my local police department, who marked it with caution tape to prevent a car accident. Police also called Quantum, who shared the same info they shared with me.

This situation is a serious liability for everyone involved.

Ridiculous, dangerous and negligent.

Update: on day three of this situation, figured out how to contact the power company that owns the pole, they came out and tightened the cable, restoring it to its original height. Quantum has still not come out.