Equipment and modem FAQs

Learn about the hardware you need to enjoy your Quantum Fiber internet connection throughout your home or small business.

When you first became a Quantum Fiber customer (depending on your location and when you signed up), you either leased a stand-alone Quantum Fiber modem or had one installed in your home.

The modem is the device that connects your home or small business to the internet. It receives signals from the internet provider (that's us!) and translates them into data that all the devices on your network can understand. 

If you have a Quantum Fiber modem, you will have one of these:

To use WiFi, you will also need the 360 WiFi mesh WiFi system or a wireless router.

There are two options to set up WiFi: 360 WiFi (mesh system) or a router.

The router creates your wireless (WiFi) connection, and connects your devices to each other for things like smart home applications. The router shares the internet connection to all devices as they need it, and "routes" data back and forth between devices. In addition, routers usually offer firewalls and other security controls to help prevent malware and other baddies from getting into your home network.

For the best Quantum Fiber experience, we recommend 360 WiFi. Here's why:

  • Enjoy customized, comprehensive, and reliable whole-home WiFi.
  • Get built-in security features to protect your network and your connected devices.
  • Control your smart-home devices easily with the app.

Did you become a Quantum Fiber customer before February 18, 2022?

Is your service address in one of the states listed below?
AL, AR, AZ, GA, IL, IN, KS, LA, MI, MO, MS, NC, NJ, OH, OK, PA, TX, VA, WI  

If you answered yes to either question, you may have a WiFi-enabled modem (gateway). Learn more >

Yes. However, Quantum Fiber modems are designed to pair with Quantum Fiber service. When new service is installed, the technician will bring a fiber-ready modem, which may be a standalone or built-in model. Each Quantum Fiber modem is optimized to deliver the fiber connection into your home, and comes with remote network support from our customer success team.

The WiFi router may be a separate device; learn more about providing your own router or WiFi equipment.

Yes, you can choose to provide your own WiFi router if it meets these specifications:

  • Maximum bandwidth capability at least equal to your purchased internet speed
  • 1 Gbps Ethernet WAN port
  • DHCP to obtain WAN IP Address
  • The same or newer WiFi technology as your connected devices (802.11ac or 802.11ax with at least 2x2 wireless radios)
  • Accurate auto-channel selection
  • Firewall support (recommended)

 

It's important to know that by using your own router, you can't access these 360 WiFi features:

  • Security features such as malware protection, antivirus, and content protection
  • Access controls (parental controls) that allow you to block certain devices from connecting at certain times
  • Wireless optimization, including dynamic channel optimization and band steering
  • Technical support and troubleshooting help from our Fiber Customer Success Team
  • Proactive security monitoring

If you have a WiFi-enabled modem/router (gateway) such as the C4000, C3510 or C3000, restarting it is often the first step when troubleshooting connection problems. There are two different ways you can restart the modem: by simply unplugging it for 30 seconds and then plugging it back in, or through the Quantum Fiber app

If you have a wall-mounted C5500XK modem, DO NOT REBOOT. Contact us for technical support.

This depends on which kind of modem you have. For the C4000XG modem, which has a single status light ring on the front, you will see it flash different colors as the modem is booting up or processing an update. The light will be solid blue when the device is ready, and solid green when you have full internet access. See the C4000XG modem lights guide for more details.

We recommend using our 360 WiFi mesh system to provide whole-home WiFi coverage.

You may use other WiFi extenders or mesh systems if they are labeled as compliant with IEEE 802.11ax industry standards, which would be compatible with the Quantum Fiber modem. These can be used to extend wireless coverage within your home or office.

If you make certain service changes, including canceling or upgrading, you will need to return some or all of your leased equipment to Quantum Fiber within 30 days. This could include your modem and/or 360 WiFi pods.

Please start the process on our returns page. Follow the instructions to get a return label and pack up your equipment so that everything arrives safe and sound.

If you have a built-in (wall-mounted) C5500XK modem, please do not attempt to remove it or send it back.