I am submitting this review and formal complaint after more than six weeks of unresolved issues, failed appointments, and complete lack of accountability from Quantum Fiber.
I paid for internet service over a month ago, and as of today, I still do not have service installed. Multiple technicians have arrived at my home on different occasions only to state that they were unable to complete the installation. No clear explanation has ever been provided, and no effective solution has followed.
Even more concerning is your company’s scheduling process. On several occasions, I received automated messages stating “Your appointment has been scheduled” for dates I never agreed to and was never consulted about. Quantum Fiber appears to schedule appointments without customer consent and without confirming availability.
In addition, I have personally scheduled appointments where no technician showed up at all.
One incident highlights how dysfunctional this operation is: I had an installation window between 2:00 PM and 6:00 PM. I was going to arrive home at 2:05 PM, so I called customer service to request that the technician be notified that I was five minutes away. I was told there was “no way to contact the technician.”
A company that sends field technicians with no communication channel is not operating in a competent or professional manner.
I would also like to add the personal impact this has had on my family. I ordered Quantum Fiber on Christmas Day because we had just purchased tablets for our children as Christmas gifts. We told them not to worry, that the internet would be installed within a few days and they would be able to use them. They were extremely excited.
Those tablets are still sitting in the same box, in the same place, since Christmas, because they are essentially unusable without internet service. Six weeks later, I am still explaining delays to my children because of your company’s failure to deliver what was paid for.
At this point, I have:
• Paid for a service that has not been delivered
• Rearranged my schedule for multiple failed appointments
• Had appointments scheduled without my authorization
• Been given excuses instead of solutions
• Been told customer service cannot even reach their own technicians
This is, without exaggeration, the worst customer service experience I have had with any company in my life.
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