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sblehert Author

Level 1

4 points

Internet connectivity issue on MacBook Pro with Quantum Fiber service

I upgraded to a newer operating system, and that did not help. What else can cause this issue?

[Re-Titled by Moderator]

MacBook Pro 13″, macOS 10.15

Posted on Dec 29, 2024 11:31 PM

37 replies

sblehert Author

Level 1

4 points

Jan 16, 2025 6:51 PM in response to smicatrotto

I have spent way too much time trying to solve this problem. At first, QF, claimed it was a problem with my computer, since they "refreshed" my signal, and saw no problem on their end. I uploaded a newer OS onto this computer - with much difficulty because of the unreliable internet connetion. I also spoke with Apple Support technicians over the phone multiple times - they shared my screen to try to find an issue - we got disconnected several times, since the wi-fi connection disconnected itself - and nothing was obviously wrong with the computer according to the phone support personnel. I finally made an appointment and went into the Apple Store at Ridgedale, and met with a very patient and helpful "genius" there. I spent 2 hours there, downloaded the newest OS available for this computer, using the store's "reliable internet connection", then he checked various things on the computer. He also did a complete hardware diagnostic test on my computer, and everything checked out fine. The internet stayed connected at the Apple store. So now I'm thinking it's definitely a problem with my QF connection. I explained all of this to a QF customer service person, who was not helpful at all. Then last Friday night our modem accidentally became unplugged from the wall. We plugged it back into the wall outlet, rebooted the system, and "magically" it seemed fixed - worked for more than 2 hours straight the next day!! However, it has recently started acting up and disconnecting about every 15 minutes now - instead of every 5 minutes like before. I called QF customer service again to explain the latest developments, and the rep listened, and said that she changed something (I think she said that she changed DMS on the modem setting to static), and that we should see if that helps. If not call back again, and she'll send a technician to our house to further investigate this issue. I haven't done that yet, but that's my plan for tomorrow. This is all so frustrating, since the old Centurylink wifi worked perfectly on all of our devices!!

Jan 16, 2025 7:17 PM in response to sblehert

<< So now I'm thinking it's definitely a problem with my QF connection.>>

it might be. but if is more likely to be a problem between your computer and your Router.

If you would post the parameters, Readers can tell you what is happening in your 'network neighborhood', and whether your router is mis-configured or a whole host of other issues.

Jan 16, 2025 7:21 PM in response to smicatrotto

<< What do I say to QF if I have to reach out yet again? >>

Wi-Fi 7 is not what you are asking for -- your Mac can't do Wi-Fi 7 either.

What you want, either from Quantum fiddling inside your Router, or you making your own changes inside your Router, is to enable 5 GHz band, and "automatic" channel selection on that band.

Jan 17, 2025 2:55 PM in response to sblehert

Everything you just said is my exact experience. I feel less crazy now, but I still can't get anything to work so after I read through the newer replies here, I may have to have them come out again but I really don't think they'll do anything.

Jan 17, 2025 3:51 PM in response to smicatrotto

Wi-Fi 7 is backward-compatible to older versions.

Someone said that a Quantum Fiber support rep had blown them off by saying Wi-FI 7 was not supported by some equipment to other. Wi-Fi 7 is completely and utterly beside the point.

Jan 17, 2025 4:37 PM in response to smicatrotto

You already have a 2.4 GHz connection. your Option Wi-Fi report showed you were using it.

Most folks do not rely on tech support, but simply surf (with a web browser) to the Router address, and log in to the Router adminisration screen directly. Your Router is at 192.168.0.1 according to your report. Sometimes the default username and password is printed on a label on the back of the Router. In other cases, you may need to download the Router manual.

This gives you access to many tools to make changes yourself, instead of relying on folks who do not appear to be very helpful.

¿What make&model Router?

Jan 17, 2025 5:44 PM in response to smicatrotto

that appears to be the Wi-Fi 7 version, which should be fully backward compatible to older versions.

that model simultaneously supports 2.4 GHz, 5 GHz, and 6GHz using up to four antennas. Backward-compatible with all older versions.

Jan 17, 2025 5:54 PM in response to Grant Bennet-Alder

Oh my gosh you saved my life!!!! I connected the old one from Century Link via Ethernet to the QF set up and the 5G network came up as an option and I am now able to use that on my Macbook!! THANK YOU SO MUCH

Jan 17, 2025 7:21 PM in response to smicatrotto

<< I connected the old one from Century Link via Ethernet to the QF set up and the 5G network came up. >>

that suggests your Quantum 360 Router is not sending on the 5 GHz channel.

as I recall, you were stuck with only a modest 2.4 GHz connection on channel 11, and no way to connect on 5 GHz at all.

sblehert Author

Level 1

4 points

Jan 22, 2025 8:40 AM in response to Grant Bennet-Alder

We've done both of those things several times. That helps for a while and then the problem comes back. The longest connection has been about an hour. But after reconnecting, the computer stays connected for 10 - 20 minutes, and then the connection drops again. This is so annoying. Quantum Fiber has reset the system remotely too, and this has not solved the issue either. I'm about to call in again and ask that a technician come to our house and look at all of the connections and settings. So far nothing has helped us find a permanent fix.

Jan 22, 2025 10:46 AM in response to sblehert

you could use Wi-Fi preferences to assign your self a Manual IP address close to, but not identical to that one, and that would get you working again. When you change back to DHCP, it will likely-y stay on the manual IP address you assigned for quite a while.

Have you cycled the Power to your Router OFF, counted to twenty, then power it up again? That SHOULD randomize all the IP address again.

Jan 16, 2025 4:52 PM in response to Grant Bennet-Alder

Here you go:

Thanks in advance!

Jan 17, 2025 5:33 PM in response to sblehert

I was able to login to my router but I do not have the expertise to update anything. It’s all Greek to me. I didn’t want to change anything and mess anything up.

The router is the one they gave us.

Dec 30, 2024 7:25 AM in response to sblehert

what is the status shown in

system Preferences > Network > Wi-Fi ??

Ronasara

Level 6

15,209 points

Dec 30, 2024 10:33 AM in response to sblehert

Please describe your problem in more detail.

Internet connectivity issue on MacBook Pro with Quantum Fiber service