r/QuantumFiber

I'm in midtown Tucson and my Quantum Fiber modem has been switching between periods of solid green light and flashing blue light every 10 or 15 minutes this afternoon/evening. When flashing blue, I have no internet. This has happened a couple of times in recent days, but not every day. About a month ago we had a three day outage that was apparently impacting the who neighborhood.

Maybe it's a coincidence but the outages seem to coincide with the hottest part of the day on particularly hot days like today. Anyone else see a correlation with temperature and outages? My modem is inside in the AC, but I imagine the equipment on the utility poles outside is baking.

Before last month, the service has been solid. I hadn't previously noticed an outage since having Quantum Fiber installed in February.

TLDR: I need the phone number of someone who can actually help because I have been fucked over 5 separate times now. I’m tired and I want Internet at my house so I can do my job!!!

Number of unschedules so far: 5
I have all the receipts from my chats as well on Google Drive and on my work laptop

June 29 - Monday
WiFi goes out, CenturyLink can’t help because AT&T Quantum Fiber bought our address
Rudy guarentees price for life of $45
Schedules install appointment for 2-4pm June 30th.

June 30 - Tuesday
Appointment unscheduled “due to more work needed to be done in our area to set up the fiber.” I call BS because we’ve had fiber with CenturyLink for years. Supervisor tells me the real reason - technician unavailable. Reschedule to July 2, Thursday, 8-10am

July 1 - Wednesday
Bill posted from Quantum Fiber that they took my $45. Customer service said I wouldn’t be billed until my service was installed.

July 2 - Thursday
Received confirmation text message at 7:45am. Appointment unscheduled at 8am due to technician unavailable. Fight for hours (called the number CenturyLink gave) and finally get to a level 2 specialist that can talk to the technicians and allocates me for 8-10am July 3, Friday.
10am same day, get a notice that I’ve been rescheduled to 5-8pm Friday because “they need to wait for the equipment to come in.” Assured by 3 different customer service reps that the service WILL be done tomorrow and a technician WILL come.

July 3 - Friday
Checked at 11:15am to see if appointment is still happening. It’s been unscheduled due to “system error, facility issue, unable to complete job today.” They can do nothing for me and say a supervisor will call me back in an hour (would be 1:30pm). Never get a call back but get a text that I’ve been rescheduled for July 7, Tuesday, 2-8pm.
Filed a complaint with the FCC at 12:30pm.
Called main unhelpful number back at 5pm - all they could do was escalate my dispatch and put me back on the callback list for a supervisor. Never got a call back.
Called the number CenturyLink gave that was able to get me to the level 2 specialist - they transferred me to the unhelpful number so I gave up.

July 4 - Saturday
Received confirmation text for Monday 3-8pm

July 5 - Sunday
Received another confirmation text for Monday 3-8pm

July 6 - Monday
Received a third confirmation text AND a confirmation email at 7:45am.
Checked at noon and “rest assured, the appointment is confirmed for today.”Checked again at 4:30pm because I’ve heard nothing and it’s in my arrival window. “Due to back end work, accidentally unscheduled” FOR THE FIFTH TIME
Next available appointment JULY 13

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.

It's been day 6 after my internet service went down (blinking blue on SmartNID). But what is shocking is cavalier attitude by Quantum Fiber support. They already confirmed that I get proper signal at my residence and it's an engineering problem at their main terminal affecting many people. But they feel no urgency or unable to say when I should expect internet access.

I have never seen this level unreliability with any other internet provider.

Anyone else in the same boat?

For roughly the past month I've been experiencing frequent disconnects and stalls in online games. My networking experience is minimal, so I asked a friend in IT what the issue might be, and he told me to try Wireshark, which revealed copious amounts of TCP retransmissions and duplicate ACKs (roughly 90 per minute).

This isn't localized to my desktop, as it persists on every other device in the network, whether it's connected through Ethernet or Wi-Fi. I tried bypassing the W1700K with a direct connection to the C6500XK, but this made no difference, nor did switching ports, cables, changing DNS servers, or performing a factory reset.

I'll definitely be contacting Quantum about this, I just wanted to see if there was anything I could do on my end first, assuming it isn't a broader network infrastructure problem.

Brand new customer here. Just got setup using bridge mode for my unifi gear.

I disabled both 5ghz and 2.4 and yet a single network remained even with bridge mode on and networks turned off (5/2.4 and wps disabled) 

the network is my SSID with tv prism at the end. i cannot seem to remove it. it’s no password and useable. is the “bridge mode” even real? what do i do? again support was more than useless. They said “Actually your router is secure so you are fine but you can change the password”

bar for bar that’s what they said.

using a calix C844G per provided in my apartment.

thanks.

Was running QKX001 in Transparent Bridge Untagged Mode for months to probably over a year, at around 3AM I got notified that my internet was down. Thought I'd wait it out, but it never came back.

Rebooting didn't work. No notices of outages on the website. Decided to call, and obviously Call-Support is going to force me to reboot/reset procedure. So i was forced to factory reset, which I'm sure caused the firmware to upgrade.

I tried monkeying around with it; following the latest notes in the guide to downgrade, but nothing would give me service back. Everything would cause it to reboot and force upgrade firmware.

Eventually decided to just leave the latest firmware and set to Tagged Transparent Bridge (following the guide). Then updated Opnsense to the untagged interface and I'm back online..

Idk what the status is with the latency spikes, but what a headache they cause man. Are they slowly forcing everyone to upgrade?

A little background, I'm a network engineer professionally and I've been having this issue for over a year now, normally it doesn't bother me but some stuff I'm working on now is causing it to create a huge headache for me.

I've had an odd issue, across multiple firewalls, with Quantum Fiber where any service that uses a large number of TCP connections for high bandwidth tasks causes horrible packet loss on the entire network resulting in it effectively being unusable. After doing a lot of diagnosing, I'm rather confident it's something on Quantum Fiber's end or with the C6500XK but I can't quite figure out what.

I have their 8 gigabit service and can get full 8 gigabit when doing a more normal number of connections for something high bandwidth using my Unifi Dream Machine Pro (same issue is also present with my Netgate 6100 though that's only capable of ~3 gigabit) and have no issues on the network itself. A great example of this is Steam which doesn't use as many TCP connections; but something like Epic Games does which causes some pretty bad drop outs at times.

I've most recently noticed this when doing some large azcopy operations to Azure Blob Storage as well. This is where it's really creating an issue for me.

After doing some digging it seem to only happen when applications open a huge number of TCP connections.

My C6500XK is setup in bridge mode properly and all security services have been disabled in the app just to be certain nothing is interfering.

The only other thing I can think of is maybe an issue with my SFP to RJ45 adapter but it would be very odd for that to only impact a large number of connections and not just bandwidth in general.

As soon as I stop the upload or download and the connect states start to clear out everything behaves as it should.

pfSense won't be hitting anywhere near it's stateful connection limit during this either so it's not that.

Maybe some kind of DDoS protection is taking place? Or peer-to-peer detection and prevention?

Any suggestions would be greatly appreciated.

Edit: it's also worth noting I had similar issues with peer-to-peer traffic when torrenting (legal torrents of some archival projects) even when bandwidth usage was incredibly low, so I don't think bandwidth has anything to do with it here. I'm tempted to contact Quantum Fiber about this directly but I know it's going to be a huge pain to get in touch with a real engineer.

Quantum is projecting a 24 hr outage in my North Central FL city. What a worthless service this is.

Just a heads up, if you have a new company installing fiber in your neighborhood you may go through three outages and four sets of technician visits over the course of 42 days all without your internet being restored.

So plan accordingly I guess?

I picked up a TP-LINK Deco BE95 kit and was able to choose "centurylink" as a wan option under "advanced" and it auto filled the vlan tagging 201 for me. Since I've got copper going in and out of the q1000k (no fiber into house) i was able to completely unplug it.

Thought I'd suggest to anyone that has a q1000k and a copper line coming into it that ditching it is really easy. My pings are much more consistent now, and lower :)

I previously had AT&T Fiber, but after moving to a new state I had Quantum Fiber installed. I also use DirecTV Online. Once Quantum was set up, I updated my home location in DirecTV. Then the power went out, and DirecTV suddenly claimed I wasn’t at my home location anymore. I updated it again. Another power outage happened, and DirecTV once again said I wasn’t at home.

Turns out that every time the SmartNid resets, my IP address changes. That keeps confusing DirecTV’s location checks. Is there any workaround for this? It seems ridiculous that in 2026 I can’t get an IP address tied to my SmartNid or a static IP address, especially with how streaming services work now.

Got QF back when AT&T had just acquired them to lock the PFL promo.

followed https://www.reddit.com/r/QuantumFiber/comments/1f8hypq/having_trouble_with_your_lumen_internet_not

to get my Unifi router working.

But over the last month I've got over a hundred mini disconnects. blips that last ~30secs, but enough to drop me off a game, make my work calls unstable.

I JUST disconnected the modem from power and plugged back in, I was on 001 firmware, so full bridged mode was working, after the modem power cycle, my modem UI is not accessible anymore, and i had to remove the vlan tagging from unifi...

And yes I have the 1G port connected to my switch so i should be able to login and see what changed, because now that I am back on their DNS the lag is insane.

Any suggestions?

EDIT

More informartion, I removed vlan tagging from the unifi, removed the 1G cable from the switch and the internet is now back up, will keep an eye on the logs, but not being able to access the modem UI is weird

I have Quantum Fiber already. Do I call and cancel first? Or do I make a new account and sign up for service at my same address first? I can't be without internet for more than an hour.

We've had two short outages today so far... which is highly unusual for Quantum, to be honest, where we are in Central Florida. Each time it's dropped - it's been a hard drop for about 2 minutes before reconnecting. Anyone else experiencing something like this? Weather is clear... just sunny and hot. Typical Central Florida summer.

My Internet connection has been down four days now as a MIGRATION FROM CenturyLink to Quantum has failed.

I have a legacy Calix 711GE ONT on the side of the house. For over eight hours a tech and then lead tech tried to get several SmartNID (like the C6500XK) to connect. Each one stalled at a flashing blue light and no IP assignment.

As a last resort the lead tech reconnected my router directly to the Calix 711GE. This allows me to connect to Quantum's walled garden (website) but not to the internet. Configuring VLAN 201 on my router it fails to get an IP completely.

I work from home and as of now it looks like I may have to jump to a different provider. The CenturyLink fiber connection was stable for over eight years (other than the ONT being replaced once).

Is this normal? Quantum takes over and legacy CenturyLink Fiber customers are abandoned?

Is anyone aware of an Executive Relations contact point for escalated issues? I have now had my appointment with Quantum canceled several times without my permission - one time last month, one time last week, with the guy scheduled to arrive today still not having shown up halfway through the time window (despite Quantum calling me, texting me, and emailing me for me to confirm I still wanted it, which I said yes to). I do not expect this guy to show up at this point. I blew a day out of work for this.

Getting tired of how poor the customer service of this company has been especially since the AT&T takeover. I'd like to give these guys one more chance, but talking to a bunch of people in India who give inaccurate answers is not going to cut it.