Quantum Fiber 4+

Been with CenturyLink for well over 15 years. Had Internet and a “land-line” - yes, I know.. old tech. Anyway, I ported over the landline to MagicJack for the convenience and pricing. Called CenturyLink to verify that “only the landline was being changed”. They told me that only the landline would be disconnected from my service and I would keep my regular Internet service. Well, not only the disconnected my landline but also my Internet access. When I called back (and waited over 75 minutes on hold) they told me that there was nothing they could do to restore my service, and if I wanted service it would be considered a new service through Quantum Fiber. Well, took them over an hour to get me an account with QF and now I’ve been waiting for two weeks to get service. To make it worse, the tech was to be here between 11:00am and 2:00pm. Conveniently enough they send a msg 30 minutes before 2:00pm to tell me that the tech is running late. That is the second time they have done this to me. What ever happened to great customer service from CenturyLink? Sold out to QF and it has been terrible. First they disconnect me and then it takes them forever to get me back online. Wish there was a better option.

We sincerely apologize for the cascade of issues you've faced - from the mistaken disconnection to the lengthy delays and poor communication. Your experience falls far short of our standards. We're committed to resolving this urgently and improving our service. Please contact our support team directly so we can prioritize your installation and address your concerns properly. We value your long-term loyalty and aim to make this right.

We thought we needed the 370 WiFi option when we signed up in late July 2023. The Quantum Fiber installation technician said we did not need the optional 360 WiFi during the early August installation of our service. However, my account still shows the 360 WiFi option even though I have called and chatted with Quantum Fiber representatives about this since early September. There is a banner on my account saying the 360 WiFi will be cancelled on September 18, 2023, unless I resume service. Another banner says I need to return the 360 WiFi pods, which I never received. My account shows no (0) connected devices. In at least 5 phone calls to Quantum Fiber support since September I have been told the issue will be resolved but nothing has changed. Only one of the customer service representatives I spoke with was in the USA. The others, while very friendly and supportive, seemingly did nothing. (One was interrupted several times by a rooster crowing in the background.) I have asked to talk with a Quantum Fiber supervisor several times but was told they were too busy at that time but they will call me. No one has called me. The Quantum Fiber internet service is OK but the customer service is the worst I’ve experienced with a service provider. We’re very disappointed in Quantum Fiber.

Sorry about your experience! Would you mind reaching out to us at qffeedback@lumen.com so we can see if we can help!

This review is about the app, no the ISP. I switched to QF a few months ago from Xfinity.
The original 360 WiFi app developed by Plume was a significantly better experience than this one. Login was initially slow because it didn’t prompt you to use a saved password and you have to go find it and copy paste. This seems to be working better now though not sure why I have to log in every day, also annoying. The 360 WiFi component of the app is glitchy and inaccurate. Tools like parental controls are non existent. And the interface is clunky (not intuitive like Plume product).
I assume QF wanted to break their contract with Plume and develop their own app more, but forcing the switch before your app was ready was a bad idea. It’s great that 360 WiFi mesh system and pods are free but you get what you pay for. I’m looking into buying my own hardware that comes with a better user app experience.

As for the ISP, ookla Speed test speeds are great, though I don’t see a tremendous jump in web page loading on my devices. That doesn’t bother me though as the price is better than comcast and for life, I’m so glad I don’t have to call every 12 months after my bill skyrocketed to negotiate the new deal. What a racket.

We sincerely apologize for the frustrations with our app. We understand it falls short of the 360 app's functionality. We're committed to enhancing the app to match or exceed the previous version. Many updates will be made in our next few releases including improvements to device handling, network security, login persistence, addition of parental controls and more.