First outage since having quantum
Quality of support has declined significantly
I’ve been dealing with a major internet outage since July 4th in the Mount Baker area of Seattle, and the experience has been incredibly frustrating.
Despite my connection appearing physically sound—I have a green light at the router, but a persistent flashing blue light at the modem—the official app claims there is no outage. My attempts to resolve this via the chat system have been fruitless. It is difficult to distinguish the automated bots from the human agents, and the support staff seems restricted to rigid scripts rather than actually troubleshooting the issue.
I work from home and rely on a stable connection for my livelihood, so being told I have to wait until Wednesday for a technician is unacceptable, especially given how quickly Quantum used to resolve these issues. Since the transition to AT&T, the quality of customer care has dropped dramatically. It feels as though communication is disconnected, and the focus on helpful, efficient service has been lost.
I’m currently utilizing a T-Mobile 5G connection as a temporary bridge. If service reliability doesn’t improve, I will have no choice but to switch providers. Internet access is no longer a luxury—it is critical infrastructure, and the current level of support does not reflect that reality.