FAQs: Switching from CenturyLink to Quantum Fiber

If you received notifcation or would like to know more about moving your existing CenturyLink internet service to Quantum Fiber, you probably have questions. You can find answers to the most frequently asked questions here.

Introducing Quantum Fiber

For today’s always-online homes and small businesses, internet demand is exploding and outgrowing what traditional CenturyLink services can do. So, we’re looking forward, and building Quantum Fiber—a premium internet service—designed to take you beyond the CenturyLink journey.

Right now, we're upgrading CenturyLink areas to Quantum Fiber, city by city. While Quantum Fiber and CenturyLink are related, they’re on different paths. Quantum Fiber is part of the vast fiber-optic backbone, and can deliver amazingly fast speeds, a network with 99.9% reliability* and a totally online experience, with a goal to bring you the world’s best internet service.

*Based on network uptime or availability.

Quantum Fiber is an internet service built to help you live your best digital life. Your home or small business can enjoy a premier service experience on a trusted fiber network, with super-fast internet speeds and a reliable connection.

You can expect:

A fully online Fiber Customer Success Team, available to help through live chat, 24/7. They’ll help you get what you need when you need it.
Unlimited data with no annual contract.
Prepaid service with no credit checks and no bills to remember.
Various payment options including bank account transfer, credit or debit card or PayPal.
An online account portal where you can access your statements and account information, manage your service plan, or reschedule appointments.
Powerful, easy-to-use apps to manage your account, set up parental controls, and customize your home network anytime—with just a few taps.

Equipment and installation

There are a couple of ways to get started with Quantum Fiber.

Visit Q.com/transfer to choose the speed and installation date that works best for you. If you also have CenturyLink phone service, you may move to Connected Voice VoIP service and transfer your phone number.

For assistance, please contact 877-997-9390 Monday through Saturday, 8:00 a.m. to 5:00 p.m. PT.
If you received an email, click the link and choose the speed, equipment, and installation date that works best for you. Don’t have a link? Contact the Quantum Fiber Customer Success Team at 1-833-250-6306. They'll give you a unique link so you can transfer your CenturyLink account. They’ll also answer any other questions that come up during the switch to Quantum Fiber.

As your service transfers to Quantum Fiber, you may see a little downtime based on the two scenarios below:

Scenario 1

If you have a SmartNID installed (see picture below), that means fiber service is already connected to your home or business, and you don’t need a technician installation or any new equipment. You will experience a brief service interruption overnight as we transfer your account from CenturyLink to Quantum Fiber. There is no charge for the activation and transfer of your service.

SmartNID fiber modem

Scenario 2

If your home or business is not yet fiber-enabled, a technician will need to install a new fiber-ready SmartNID device. There is no charge for this fiber equipment or installation. You choose the installation date and time that works best when you place your order for Quantum Fiber service.

Note: After your new Quantum Fiber equipment is installed, don't forget to return your old CenturyLink modem to avoid unreturned equipment charges of up to $200 per piece of leased equipment.

Billing

Speed availability and pricing varies by location. Generally, Quantum Fiber subscriptions start around $50 per month. Find out exactly what's available at your address.

After Quantum Fiber is installed, you’ll receive a final bill from CenturyLink.

If you are a prepaid CenturyLink customer, you pay in advance for your service each month. Quantum Fiber is also a prepaid service. When you switch, your subscription will begin on the date of your installation, and your payment will then be processed on that same date each month going forward.

If you pay for your CenturyLink service at the end of each billing cycle, your billing date will change. When you switch, your subscription will begin on the date of installation, and your payment will then be processed on that same date each month going forward.

If you have leased CenturyLink equipment, don’t forget to return it to us within 30 days to avoid unreturned equipment charges of up to $200 per piece of leased equipment.

If you have questions about your specific billing situation, reach out to the Quantum Fiber Customer Success Team, available by chat, 24/7.

Yes. Your payment information does not transfer when you switch from CenturyLink to Quantum Fiber. When ordering, you’ll be required to provide payment information. You have options —use a debit or credit card, PayPal, or bank account transfer for your monthly subscription. Just set it and forget it, and you’ll see an automatic charge each month for the internet speed you choose.

If you currently have a CenturyLink plan bundled with DIRECTV, you’ll receive a separate bill for DIRECTV service once you switch to Quantum Fiber.

You can contact DIRECTV at 1-800-531-5000 to discuss your service options.

Other Quantum Fiber features

When you place your Quantum Fiber order, you’ll get 360 WiFi—a new way to WiFi with pods that provide overlapping signals to create a WiFi “blanket”. With AI-powered optimization, your devices will be connected at the best speed possible for your service location. Freely move around your home or business and keep streaming, videoconferencing, and surfing without interruption or dead spots.

You’ll need 360 WiFi or another WiFi solution to get a complete WiFi experience in your home or business. The SmartNID does not provide a wireless (WiFi) signal.

Quantum Fiber offers Connected Voice, a digital phone service designed with your connected life in mind. No matter how you message, meet, or talk, you’ll get great calling features, unlimited nationwide long distance, and more.

If you have CenturyLink phone service today and would like to keep your current number, please contact us. Otherwise, if you want to bring a number from another provider, or order phone service with a new number, you can order Connected Voice once your Quantum Fiber internet is installed. You'll sign in to your Quantum Fiber account and choose Services to get started.

We hope you choose to experience the benefits of fiber technology with Quantum Fiber. However, if you do not want to transfer your CenturyLink services to Quantum Fiber, call us at 877-997-9390 to learn about your options.