Frequently asked questions
I have internet from CenturyLink. My community is transitioning to Quantum Fiber. What steps will I need to take to transfer my account and avoid service suspension?
Q: When can I sign up for Instant Internet?
A: Instant Internet will be ready when you get there. On move-in day, go to How to Sign Up at the top of the page or follow the instructions on your modem or media panel. You must be in your home in order to complete the sign-up steps.
Q: Can I pre-order my internet service before I move in?
A: No, but there is no need to order early. Instant Internet will be ready when you get there. On move-in day, go to How to Sign Up at the top of the page or follow the instructions on your modem or media panel.
Q: How do I see pricing for my community?
A: During the sign-up process, you will be given pricing and internet speed information. Select the option that is best for you.
Q: Can I see pricing before moving in?
A: Unfortunately, you cannot see pricing before you move in. Upon request, the leasing staff may be able to provide you with a flyer or pricing details.
Q: How does the monthly subscription work?
A: Service will begin on the date of your order. Each prepaid billing cycle automatically renews monthly on the same calendar day.
Q: Will I need a modem or any equipment?
A: You do not need any additional equipment. The modem is already installed in your home and should be in a utility panel. Do not plug in a personally owned modem or router into the Ethernet jack. Adding one of these devices can significantly degrade your WiFi coverage. A modem or router adds WiFi interference which can cause slower or intermittent connectivity.
Q: Where do I find the the Network SSID and Key/Passphrase (password)?
A: Look for a modem with a label similar to this image. The SSID and password are printed on the label. The label is on the utility closet door, or on the inside of the panel, or attached to the modem.
Q: How do I connect my devices to my WiFi service?
A: Once you have completed the sign-up process, you can connect all your smart devices to the Network SSID and password found on the modem label. Some homes have wired outlets, so you can connect your devices with an Ethernet cord.
Q: What can I plug in to the Ethernet jack in my home?
A: At some properties, Quantum Fiber has pre-wired one or more Ethernet jack(s) in your home. You can directly connect one of your devices into the Ethernet jack using an Ethernet cord. Do not to plug in a personally-owned modem or router into the Ethernet jack.
Q: Can I use my personal modem?
A: Do not plug a personally-owned modem or router into the Ethernet jack. Adding one of these devices can significantly degrade your WiFi coverage. An additional modem or router adds WiFi interference which can cause slower or intermittent connectivity.
Q: How do I connect my smart device's WiFi to the Network SSID?
A: Setup varies slightly by device, but most devices have a Wireless or WiFi Network Settings menu, where you will find a list of all the networks detected in your area.
General steps:
1. Find your device's wireless settings menu and select "Enable" or "On" to turn WiFi on.
2. Select your Network (SSID) from the list, then enter the Network key/passphrase when prompted and select "Connect" or "Join."
3. Optional: You can usually check a box to "connect automatically" or "remember" the Network if you want your device to connect to that Network without re-entering your credentials every time.
4. Once you've entered the correct password, the device should connect within a moment.
Tips:
- The SSID printed on the modem label is the Network Name that will appear on your device Network list.
- The key/passphrase on the modem label is the password you will enter to connect your device to the network.
- To connect more than one device to your Network, you simply repeat the above steps for each device. Be sure to complete the sign-up process in order to have access to WiFi service.
Q: How do I manage my account online?
A: Sign in by clicking the button at the top of the page, then enter your email address and password. Once logged in, you can find your billing history and account management options which allow you to change your settings and information 24/7.
Q: How do I change my Network password? Or can I change my password?
A: Your password is provided on the modem label. It cannot be changed online.
Q: How do I cancel my monthly subscription?
A: Sign in to your account and click cancel to place the request. Prepaid payments for unused service will not be refunded or credited to your account.
Q: What should I do if I am moving to another apartment/home in the same community?
A: You can cancel your service for the home you are leaving. When you move into your new home, follow the quick steps to sign up (the SSID and password are different for every home).
Q. I already have CenturyLink Fiber. What’s different about Quantum Fiber?
A. CenturyLink Fiber is transforming into Quantum Fiber because nothing is more important for today's connected lives than super-fast and reliable internet.
With Quantum Fiber, you will gain a premier service experience over our already trusted fiber network. Key benefits include:
- Fully online customer service with no phone queues, voice menus, or call transfers
- Unlimited data, with no annual contracts, and no complicated bundles
- Prepaid service with no credit checks and no bills to remember
- Payment options that include credit cards and PayPal
No one likes data caps, bundles and pricing gimmicks, so we don't have them. Instead, you get game-changing customer service, transparent pricing, and a powerful app for control, simplicity, and freedom.
Quantum Fiber is what internet service looks like when it's built for the world of you.
Q. How much data comes with a Quantum Fiber internet plan?
A. Quantum Fiber customers get unlimited data with their internet service and the freedom to stream, game, chat, download, and upload without worrying about data overage fees.
Q. Will I experience any downtime with my internet service when I move to Quantum Fiber?
A. A brief service interruption may occur overnight as we transfer your account. But, the next morning, you’ll wake up to Quantum Fiber.
Please note: If you lose internet service during the migration, you may need to reset the CenturyLink modem and wait a few minutes until it connects to Quantum Fiber. If you are using a personally owned modem, please discontinue using it, and ensure the CenturyLink modem is connected.
Q. Why do I need to enter (or reenter) my credit card information?
A. (This only applies if you purchased a higher internet speed from CenturyLink)
When setting up your Quantum Fiber account, you will need to enter (reenter) your credit card information if you want to continue your internet service. If you do not reenter your credit card information, your service will be suspended.
Entering your credit card information lets us know you’re ready to experience Quantum Fiber and set up your account. If you want to update or change your credit card on file or use PayPal or Apple Pay as your payment method, you can do that too.
Important: Please do not delay setting up your Quantum Fiber account using the information sent to you by email. You must complete this step and update your account to avoid an interruption to your internet service.
Q. When will I receive my last bill from CenturyLink and my first bill from Quantum Fiber?
A. CenturyLink currently offers a variety of fiber internet billing arrangements, all of which fit into two broad categories: prepaid and postpaid.
If you’re a prepaid CenturyLink Fiber customer, you pay in advance for each month’s service without receiving a traditional bill in the mail. When you switch to Quantum Fiber, also a prepaid service solution, we will process your first payment on the same date your CenturyLink Fiber payment would have been due; therefore, your charges will be processed on the same day of each month as always. You’ll receive your last CenturyLink bill the month prior to switching to Quantum Fiber.
If you’re a postpaid CenturyLink Fiber customer, you pay for your service at the end of each billing cycle and may receive your bill either in the mail or via paperless billing. Switching from a postpaid service to Quantum Fiber which is a prepaid service, means you will experience some changes with your billing such as your bill date, your payment method, etc.
Q. I am a CenturyLink customer with internet and/or voice service, and my account is scheduled to transition to Quantum Fiber—what steps will I need to take?
A:
- If you did not purchase higher internet speed with CenturyLink, no action is needed.
- If you currently have CenturyLink voice services (home phone), you will not be transitioned to Quantum Fiber, even if you also purchased a higher internet speed; therefore, no action is needed.
- If you purchased higher internet speed with CenturyLink, action is needed by you. (see “Action needed” below)
If you are unsure which applies to you, call us at 833-926-1289. Or, if you would like to purchase higher internet speed, call us to set up your account.
Action needed:
We will send you an email announcing Quantum Fiber has arrived at your community using the email address you’ve registered with us. To ensure you do not miss any important updates or notifications, please log in to your account, call us at 833-926-1289, or email us at fibersuccess@lumen.com and validate your email address. It will be used to create your Quantum Fiber account.
Steps:
- First, open the email and follow the instructions to set up your password.
- Next, you will be logged in to your account and will be prompted to complete three items: Accept the Quantum Fiber Internet Subscriber Agreement
- Enter your payment information
- Select communication preferences
Bookmark the Quantum Fiber account sign-in webpage (https://q.com/instantinternet) so you can easily return to manage your account 24/7.
The email from Quantum Fiber will include instructions for setting up your password. You will also be prompted to complete your Quantum Fiber account setup, which includes accepting applicable terms and conditions and setting your preferred payment method, if needed. While you are logged in to your account, check out the new account site which gives you more convenience and control.
Note: If you do not complete your account transition, your services may eventually terminate. You will be notified by email from Quantum Fiber if your account suspends or terminates.
Q. I already have CenturyLink Fiber. What’s different about Quantum Fiber?
A. CenturyLink Fiber is transforming into Quantum Fiber because nothing is more important for today's connected lives than super-fast and reliable internet.
With Quantum Fiber, you will gain a premier service experience over our already trusted fiber network. Key benefits include:
- Fully online customer service with no phone queues, voice menus, or call transfers
- Unlimited data, with no annual contracts, and no complicated bundles
- Prepaid service with no credit checks and no bills to remember
- Payment options that include credit cards and PayPal
No one likes data caps, bundles and pricing gimmicks, so we don't have them. Instead, you get game-changing customer service, transparent pricing, and a powerful app for control, simplicity, and freedom.
Quantum Fiber is what internet service looks like when it's built for the world of you.
Q. How much data comes with a Quantum Fiber internet plan?
A. Quantum Fiber customers get unlimited data with their internet service and the freedom to stream, game, chat, download, and upload without worrying about data overage fees.
Q. Will I experience any downtime with my internet service when I move to Quantum Fiber?
A. A brief service interruption may occur overnight as we transfer your account. But, the next morning, you’ll wake up to Quantum Fiber.
Please note: if you lose internet service during the migration, you may need to reset the CenturyLink modem and wait a few minutes until it connects to Quantum Fiber.
Q. When do I need to enter (or reenter) my credit card or payment information?
This only applies if you purchased internet or higher speed from CenturyLink.
A. If your community transitions to Quantum Fiber this year, we will transfer your credit card information, which means you are not required to reenter it. However, if you utilize PayPal as your payment method for your internet service, or if you have an expired credit card on file, you will need to reenter or update this payment information as it cannot be transferred to your Quantum Fiber account.
Important: If you want to update or change your credit card on file or use PayPal or Apple Pay as your payment method, you can do that too.
Q. When will I receive my last bill from CenturyLink and my first bill from Quantum Fiber?
A. As a prepaid CenturyLink Fiber customer, you pay in advance for each month’s service without receiving a traditional bill in the mail. When you switch to Quantum Fiber, also a prepaid service solution, we will process your first payment on the same date your CenturyLink Fiber payment would have been due; therefore, your charges will be processed on the same day of each month as always. You’ll receive your last CenturyLink bill the month prior to switching to Quantum Fiber.
Q. I am a CenturyLink Fiber customer with internet – what steps will I need to take?
This does not apply if you currently have CenturyLink voice services (home phone), you will not be transitioned to Quantum Fiber, even if you also purchased a higher internet speed; therefore, no action is needed.
A: Action needed: We will send you an email announcing Quantum Fiber has arrived at your community using the email address you’ve registered with us. To ensure you do not miss any important updates or notifications, please log in to your account, call us at 833-926-1289, or email us at fibersuccess@lumen.com and validate your email address. It will be used to create your Quantum Fiber account.
Steps:
- First, open the email and follow the instructions to set up your password.
- Next, you will be logged in to your account and will be prompted to complete three items:
- Accept the Quantum Fiber Internet Subscriber Agreement
- Enter your payment information
- Select communication preferences
Bookmark the Quantum Fiber account sign-in webpage (https://q.com/instantinternet) so you can easily return to manage your account 24/7.
The email from Quantum Fiber will include instructions for setting up your password. You will also be prompted to complete your Quantum Fiber account setup, which includes accepting applicable terms and conditions and setting your preferred payment method. While you are logged in to your account, check out the new account site which gives you more convenience and control.
Note: If you do not complete your account transition, your services will eventually terminate. You will be notified by email from Quantum Fiber if your account is going into suspension or termination.