One thing:
Check your bill to make sure you are being billed for Quantum.
I had the service, but was being billed for DVR service.
After that, try it first from home while on the FIOS network.
If that doesn't work, try rebooting your rotuer and DVR.
After that, use the help feature to create a ticket for them to investigate.
Its helpful to go ahead and attach the log to your ticket.
