u/Major-Equipment-6632

EDIT: To be clear, when the tech plugged me back in the last time, it was into a different port.

EDIT 2: I can also get to the Quantum Website, log in, check my balance, see my appointment and everything. Also centurylink.com and lumen.com work fine and quest.net gave a funny dns response. But only there, and Reddit.

EDIT 3. After I discovered you could get to Centrylink.com, I called them back. It took FOREVER to convince them my port isn't in service, but they're convinced after a very slow speed test. But they said they still have to send someone out, but they'll escalate it.

I have an office on the 10th floor in tower #2 in a twin tower office building property. They have two different addresses. I had my service installed on July 8th, and it worked fine. There is fiber to the building(s) and ethernet from routers in basement telecom rooms to the offices. I disconnected all the Quantum equipment, set it aside, and installed my own Edgerouter setting VLAN 201. Works great.

Mid-day on July 24th, my service stopped. Link light on my router, no DHCP response, no service. Called tech support, they roll a truck on the 30th!!! I have a business account with no service for 6 days. Guy gets here and looks around. Each floor has an intermediary connection, a repeater or some sort so my link light is always on. In the basement telecom room, I was disconnected. He couldn't explain why, but it looked like someone unplugged me, probably another tech by mistake. He simply plugged me back in.

August 11th, my internet goes out again. Same symptoms. I remember what the last guy said about me getting unplugged, so I immediately run down stairs and I see a Quantum truck. I go running around the building looking for him, but I catch him as he's in is truck pulling off. I told him my internet went out and I think he unplugged me. I could tell by his reaction, he knew what I was talking about, but he had to go to another scheduled call but he would return. He actually did return.

He looked around, couldn't figure out where things were supposed to be until he finally decided to look up my account and saw that in the system, I was assigned to a port in tower #1, not tower #2, which, in tower 2, caused a port conflict. Turns out, when someone on floor 5 ordered service, they unplugged me from that port. I complained, they plugged me in, and unplugged the lady on floor 5. She complained, and they came out and unplugged me, and plugged her back in, that's when I caught him.

He plugs me back in (EDIT: a different port) in the basement, and as he gets to my office to check on me, I have an IP address, I can ping stuff, and I bring up my Reddit tab (I almost always have Reddit up, it happened to be the tab I checked), and he's on the phone with an admin. Admin really wants to get off the phone and the tech is on an unscheduled call, he needs to go. Things at first glance appear to be working, so I let the tech leave. But as soon as he leaves, I realize Reddit came up, but nothing else is. I figured whatever's wrong at this point, it can be handled with a phone call.

Now, this is where I am;

I have an IP address. I can ping practically everything and anything, including my own vps servers on port 80, but NOTHING will connect on ssh, https, wireguard, nothing. Nothing else works... except REDDIT! I can browse Reddit all day. Now, at this point, my wager is that while I'm on an "active" port, the service is not active and set to some sort of test VLAN, where theoretically, a tech could plug in, ping some things, make sure a website works, and check a box that everything works on that port. I also had ChatGPT write up a Powershell script to diagnose the issue. It concluded;

```

The diagnostics pretty conclusively rule out DNS, MTU, IPv6, my router, and my computer.

- DNS resolves normally through both 1.1.1.1 and 8.8.8.8.

- ICMP works. I can ping Google, YouTube, ChatGPT, my VPS, etc., generally with 0% packet loss.

- Full 1500-byte packets pass with DF set, so this isn't an MTU/path-MTU issue.

- Reddit/Fastly accepts TCP/443 connections and HTTPS works normally.

- But TCP/443 connections to Google, Gmail, YouTube, Microsoft, OpenAI/ChatGPT, Cloudflare and many other destinations time out before the TCP handshake completes.

- My own VPS behaves the same way: ICMP reaches it, but TCP connections to a known listening service fail.

- The exact same behavior occurs with my EdgeRouter completely removed and my computer connected directly to Quantum's equipment.

```

So this is not a browser/cache/DNS problem. There is basic IP connectivity, but TCP traffic is being selectively blackholed somewhere upstream.

I plug all their equipment back in (same problem) and I call tech support. I'm on the phone for about 90 minutes, first to explain what happened, and to try and get the person on the phone to understand that I understand what I'm talking about and we need to talk to someone else. They talk to someone else and, of course, all their diagnostics are all just pings and shit on port 80 to my hardware. "It's showing it works on our end..." and she wanted to end the discussion there and blame it on a browser issue or some cache cleaning or something. And the person they called said the same thing, they can reach my equipment so there must not be anything wrong. toward the end of the call, support gave me C-VLAN 45 / S-VLAN 2804, which makes me wonder whether the port they moved me to has the wrong VLAN/service mapping, ACL, or subscriber profile. I reminded her that I'm not on my equipment but I'm on theirs, and where do I put that in the config for their hardware? I argued until they decided to send a tech out. I have to wait till August17th for a tech to come out and probably call an admin to fix the issue.

Between July 8th and the scheduled repair date, my internet will have been out for almost 14 days out of 40days. On a business account. I've been dead in the water for too long, I can't get anything done. 70% uptime.