Equipment and modem FAQs
Learn about the hardware you need to enjoy your Quantum Fiber internet connection throughout your home or small business.
Questions about WiFi pods? Visit our 360 WiFi FAQs.
When you became a Quantum Fiber customer (depending on your location and when you signed up), you either leased a stand-alone modem or had a wall-mounted SmartNID 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.
These are the top Quantum Fiber modems in use today:
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 experience of your Quantum Fiber service, 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
We are unable to provide a list of non-Quantum Fiber equipment because we can't guarantee any outside modem will be configured correctly to work with our service.
If you have a WiFi-enabled modem such as the C4000XG, C3510XZ or C3000Z, restarting it is the first step if you have a connection issue. 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.
NOTE: If you have a wall-mounted SmartNID, please be careful when restarting. Do not unplug the green wires on the bottom of the device. These are part of the fiber connection and should not be disconnected.
This depends on which kind of modem you have. The SmartNID and C4000XG each have a single status light that will change to indicate the bootup process, firmware updates, or other connection info.
Or you may have a black gateway modem with multiple lights that tell you about the status of your connection.
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 your leased equipment to Quantum Fiber within 30 days. This includes any tabletop style modems (C4000XG or C3510XZ) 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 wall-mounted C5500XK SmartNID, please DO NOT REMOVE IT or return it. It stays in the property.
Your security key, or WiFi password, keeps your personal network (SSID) private and secure. This will be set up when your service is first installed. Your technician will show you or you will be able to find it in the 360 WiFi app (Adapt section) or the Quantum Fiber app. You can also change your WiFi security key through either app.
Need more help? Chat with us! Find the purple chat bubble in the lower right corner of this screen, or chat from the Quantum Fiber app or our online portal. If you prefer to call or email, you can do that too.
Related topics
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Manage your Quantum Fiber account
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