CenturyLink/Quantum Troubleshooting
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One of the many benefits of WeSpeakWiFI services is that we keep an eye on all things in your network infrastructure like speeds, reliability and connection to your service providers like Cox, CenturyLink/Quantum or Starlink. We do this every 60 seconds to every one of our clients from the cloud and once daily using a system we designed to look over your "edge" devices.
We have recently noticed an issue with one of the devices you count on for your CenturyLink/Quantum service which is located on the outside of your home near the electrical panel. It's called an Adtran ONT and what it does is translate the fiber optic signal from CenturyLink/Quantum to an ethernet cable installed within your house. These devices take a beating in the Arizona sun and sometimes need to be replaced. We're going to help you with some of the information you're going to need to contact them to get them to replace it. They are REQUIRED to replace it when it goes bad because they've been given an easement by the city and builder to install this device outside of your house and other devices along the streets in your neighborhood. Here is a photo of a typical Adtran ONT installed on the outside of a client's home.
In the first photo (Image 1), it is inside of the gray box on the RIGHT of the image, the second photo (Image 2) is take of the inside of the gray box when the cover is removed.
The devices shown in the images above (Image 1, Image 2) are what the AdTran ONT looks like and they are provided by CenturyLink. They typically gets power either by a tan wire as shown in this photo or within the cabinet in your laundry room from a block called "Precision Power" and provides power to the device. Sometimes power is also taken from the garage in rare instances and you'll see a tan power supply plugged into the wall. It keeps the power going for your fiber optic connection.
The device on the outside, the Adtran ONT, is faulty and they need to come test and replace it. In order to do that, please follow these instructions:
Navigate to https://centurylink.com (Image 3) and look for the small blue live chat bubble which is usually located at the bottom right corner of the screen. Click it one time and then give it a few seconds to load, you will have the chat box open up with a few options.
The following window should pop up and you'll need to choose Internet and Repair Support. (Image 4)
Select the Internet, Wi-Fi, Modem option. (Image 5)
Next up, select the, “Thats Not What I Need” option. (Image 6)
Type in the text box, "My Adtran ONT is defective and needs to be replaced, please send a technician"
Finally choose Repair Ticket and follow the remaining prompts to get your appointment from their technician. (Image 7)
!Important! : Many times the representative you are talking to will argue that there is nothing wrong with your equipment. Do not let them tell you otherwise. Continue pushing the point across to tell them you know for sure it's bad and many of your neighbors have done the exact same thing to replace the same piece of equipment. Tell them that the speeds coming from your AdTran ONT are degraded on the upload side to half the purchased speed and that you will not settle for anything else. Sometimes, they'll threaten a $99 charge if there is nothing wrong. That is up to you to decide but you are NOT responsible for this piece of equipment and we've never seen them charge a client. They may say there is nothing wrong but we know the piece of equipment is bad.
If you have any other questions after going through this process, please contact us at WeSpeakWiFi. Our contact information is on the bottom of the page.
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