Frequently asked questions
Q: When can I sign up for Instant 360 WiFi?
A: You can pre-order service before you move in. Click “Check Availability” to sign up.
If you select an activation date for your service and see this message “Looks like we need a little more information to get your Quantum Fiber order started.”, please click to “Chat” and let the representative know you need assistance with your Instant 360 WiFi order to get service on the day your lease begins. You will need to attach a picture or scan of your lease agreement showing your occupancy date, name and address.
Q: How do I see the speeds and pricing at my community?
A: During the sign-up process, you will see internet speeds and pricing information. Select the option that is best for you.
Q: How does the monthly subscription work?
A: Service billing will begin on your activation date. Each prepaid billing cycle automatically renews monthly on the same calendar day as your activation date.
Q: Will I need a modem or any equipment?
A: You do not need any additional equipment. The WiFi equipment is already installed in your home and should be in a utility panel. And in some homes an additional pod or several pods are plugged into outlets in other rooms. 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 and add WiFi interference, which can cause slower or intermittent connectivity.
Q: Why do I need to select an installation date when placing my order?
A: We’ve found a potential issue with your home’s internet equipment that needs a technician’s attention. Please choose a convenient date and time for your appointment so we can ensure everything is set up correctly.
Q: I received a notice stating there is an issue, and a technician needs to be scheduled. What do I need to know?
A: When you placed your order and selected your activation date, we started a remote test of your equipment to make sure everything was plugged in and working correctly. You received the notice because we found an issue that will require a technician. Please respond to the email and select a convenient appointment time.
Q: How do I manage my account online?
A: Sign in by clicking the button at the top of the page, and 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: What do I do if I don’t have an account?
A: Step 1: Let us assist you by contacting a Fiber Customer Success Team member at 833-926-1289.
Step 2: Select your speed plan.
Step 3: Set up your account password
Once you’ve signed up for your service, you will receive a Welcome Email from Quantum Fiber. Follow the instructions to set your account password.
Step 4: If you are not already connected to Quantum Fiber WiFi, review your Welcome Email instructions on how to connect your devices.
Q: How much do speed upgrade plans cost?
A: Sign in to your account to see speed plans available at your home.
Q: How long will it take to see my upgraded speed?
A: You can choose to activate your upgraded speed instantly or select a start date.
Q: How do I cancel my monthly subscription?
A: Sign in to your account and click on “Services”.
1. Under Manage Account, click on Cancel Subscription.
Q: What should I do if I am moving to another apartment/home in the same community?
A: Sign in to your account and cancel your service for the address you are leaving. Then, sign up for service at for your new address. Do not return or remove the internet equipment (internet modem, nodes/pods plugged into power outlets, contents inside the media panel, etc.) from your home when moving. Your community has all necessary equipment pre-installed in each home.