Account and billing FAQs

Get your Quantum Fiber account questions answered here. Find the account information customers look for most often, from billing and payments to managing your account, starting and stopping service, and more.

Billing and payments

Prepayment makes it easy for you to set up your monthly subscription, and it eliminates the need for a deposit or credit check. Service will begin on the day of installation, which will also be set as your automatic payment date each month.

Sign in to update or change your payment method. You can add a new payment choice, or update your existing one, such as an expired credit card. 

You can choose from any of these methods of payment for your Quantum Fiber subscription:

  • Bank account transfer
  • Credit card (Mastercard, Visa or Discover)
  • PayPal

You will receive an electronic monthly billing statement. We'll send you an email notification five days prior to each payment date, as well as a receipt after we process your payment. 

You can also view your monthly invoices online at any time. Simply sign in to your account to see your payment history for up to two years.

Monthly rates for Quantum Fiber are not fixed for any particular period of time. This means that monthly rates for services and leased equipment could increase while you are subscribed to Quantum Fiber.

Your monthly payments cover service for a full month, according to our subscription (prepaid) plans. Partial (or prorated) refunds are not granted if you cancel in the middle of your billing period.

Your payment date will be monthly according to the day of your installation. Your recurring payments will automatically be charged on that same date each month. We are not able to adjust the billing or payment dates at this time.

If you get a notice of overdue payment, or your service is at risk of being suspended for nonpayment, you'll need to sign in and update your payment information as soon as possible. Once the payment method is accepted, then your late payment will go through automatically and your account will be up to date.

Managing your account

Sign in on the web or use the app to manage your Quantum Fiber account settings and payments.

You can manage your Quantum Fiber Instant WiFi or Instant Internet account online. You should get information from your landlord or property manager that will direct you to the correct resources. You can also find some support information on the website for your particular service:

When you sign up for service, your email address is automatically set as your username, and cannot be changed. However, if you want, you can update the email you prefer to use for important account information. Sign in on the web or in the app to change contact options. 

Easy! Go to account sign-in and follow the Forgot Password prompts. Your username is the email address provided when you signed up for service.

Your password must be at least 8 characters and include one letter, one number, and one special character.

Yes, we sure do. You can pause your service for anywhere from 1 to 9 months at a time by signing in to your online account.

A different residence requires a separate account. Therefore, to establish service at a second address, you will need to set up a new account with a different email address.

There is no contract or term commitment, so you can cancel your service at any time. Contact us to start the cancellation process. You choose the date you want to end your service, and we'll take care of the rest.

Things to know:

  • We'll confirm your cancelation request by email, then again once your service has been canceled.

  • You will need to package and return your leased Quantum Fiber equipment, including modem and 360 WiFi pods, within 30 days to avoid additional charges. If you have a C5500XK or C6500XK SmartNID attached to the wall, do not attempt to remove it or return it to us.

  • We cannot prorate or partially refund your bill if you cancel in the middle of your monthly billing period.

Get the Quantum Fiber app

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Get support here.