Poor customer service
Was excited to swap from Xfinity to Quantum fiber in the beginning of October. For the first week of having service it was great until the contractors came to bury the line. The following day the internet stopped working (Sunday). I was able to get a Technician out on Tuesday to troubleshoot which he was able to figure out the fiber was broken between my backyard and a backyard neighbors. I was told they were unable to get into that backyard neighbors yard due to padlock and a beware of dog sign even though they have Utility rights and can go back there to work. I was told they will likely need to get the police involved to chop the lock if they let them in. Well, 2 days later I call to get an update because I was going on 1 week no internet and have no update. The technician stated it was my responsibility to convince that backyard neighbor to let Centurylink in to troubleshoot their equipment/replace the fiber before they will dispatch another tech. This is absolutely ridiculous request and I told them to cancel my service and was told I am unable to get a refund. I would not recommend this service to my worst enemy. Do yourself a favor and look elsewhere for a service provider. The app is also awful.
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Response from developer
We apologize for the service interruptions and lack of customer support you've experienced. Your feedback is valuable, and we're committed to addressing these issues to provide a better experience.
I highly do not recommend Quantum Fiber, I was promised high-speed
This is not been a very good experience, I was promised things that were not given. I called to cancel my account and I was told that I wasn’t allowed to, I asked for a refund for the month of October since it has already been paid for they said they were not able to refund me. I was told that I can cancel today, with no refund, and I have to pay for a box to return the equipment, that was improperly installed into my home. I highly recommend Quantum Fiber. I was promised high-speed and they were not delivering, they showed up late for the insulation. I’ve had them for over six weeks. I called today to cancel and they wouldn’t let me cancel. They finally after leaving me on hold for quite a while told me I can cancel today, but I will not be able to get a refund even though today is October 10 and the next billing cycle isn’t till the first week of November. do not use Quantum Fiber.
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Response from developer
We deeply regret your extremely negative experience. The support issues you've described are unacceptable. We take your concerns seriously and are committed to improving. We apologize for the frustration and inconvenience caused, and we're dedicated to making significant improvements.
App Needs Work
As others have commented, this app seems like a step backwards. It lacks many standard features to control your network and devices. This is a step backwards and has no parental controls which is a must for many of us. For some strange reason, I drop internet a few times a week (even though I have solid green lights on all equipment) and the restarting modem option via the app doesn’t fix it. The only thing I can do to fix is unplug the the router (W1700K) and plug it back in. This is very troubling when out of the house and devices no longer work (alarm, Ring, Arlo, etc) not to mention drops while on conference calls. It would be great to fix the internet drop, but at least have a router reset that works via the app (called several times about it and had a tech out - all they did was swap router for a new one but still have same issue). Holding out hope for a little longer things will improve with app and service…
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Response from developer
We apologize for the frustrations with our app. We understand it falls short of expectations. We're working on updates coming in our next few releases including improvements to device handling, network security, addition of parental controls and more