u/jeepdays

I've had Quantum fiber for 2 years now and my neighbors knocked over a 4x4 and broke the line coming into my house (not the patch cable) while I was away for work. Forgive me as I don't understand what the terms and/or what the tech was explaining to me. This is the best that I gathered. The tech arrived a week later, and here are the events:

Thursday: The morning of, I receive an notification that the appointment is postponed to the next day (Friday).

Friday: The tech arrives at noon, but needs access to 5 other properties to access the entire line from box(?) to my home. The tech returns at 6 p.m. and trespasses on a neighbors yard to rerun the main line (?) and replaces the modem, but the service does not work. The tech closes the ticket as fixed, tells me not to contact Quantum, and will return Saturday to finish the repair.

Saturday: The tech does not respond to any messages and does not return to the house. I call quantum to scheudle a new appointment. the next available spot is the following Saturday ( 7 days out), but they escalate "in case someone cancels".

Sunday: The tech returns in the evening, and determines that the device on the pole (MST?) is not functioning and an engineer is required to proceed. He also doesn't understand why my house is receiving any signal and can't trace my signal to the box that is 2.5 miles away.

Monday: I called Quantum to explain the past 4 days, but they determine that they can't help and need to send a tech again and will escalate (a second time?). They think the new modem may be bad, and they acknowledge that the repair should not be this complicated. They won't guarantee that the same tech won't return for the next appointment.

What is going on?!??!?!

I have heard that the following is the problem:

• Bad device at the pole (MST?)
• Bad modem
• Bad patch cable
• Programmer (who is that?) messed up
• Configuration at the box is messed up
• Box is too far away (~2.5 miles)

Because of my work schedule, I am bracing myself to be without internet for a month! Is there no way for Quantum to do follow-up appointments when the repair is not complete?

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