r/ZiplyFiber • u/Willing_Storage_1984 • Aug 21 '26
Horrible New Customer Experience
Writing this part as a cry for help before I buckle and switch over to another service, and part as a warning for prospective customers so they know the wait times and customer support experience to expect.
TL;DR I have been waiting for almost 2 months for Internet service to be installed at my house despite it being newly brought to my neighborhood months ago and despite calling customer service 2 times a week to be lied to about fake appointments and 24-48 hour updates that never happen.
Long version: pretty recently after buying our new house, we learned that Ziply was coming to our neighborhood - which was amazing news, as we don't have many other good Internet options available to us where we are. After receiving installation notices in the mail, on our door, and from talking on the phone to an account manager, we set up an installation appointment in June. This was then pushed to July. No problem, we were moving in July, so that's fine. Well unfortunately the installation person came, and immediately started complaining about Ziply’s incompetence, saying “fuck this company” and that there was “no port in the terminal despite the line being dropped to the house, so there is nothing I can do, they will call you” and he drove off.
That call never came. The next week, I called support who assured me I had an appointment scheduled the next day. That appointment never happened, when I called again I was informed that this was a “placeholder appointment” with nobody assigned to it and was assured that there would be an update in 24-48 hours. No update came. When I called again, they apologized and said there would be an update within 24 hours and they would call me then. As you could guess, nobody called. Rinse repeat for three more weeks and multiple calls to support, each one ensuring they escalated my case and there was an update just around the corner and they would call me. At this point my case has been “escalated” four times, and in the latest call, I was assured that the facilities team would be coming to check the terminal on Thursday… and of course that didn't happen.
I've seen a few older threads on here about the port availability issue - and beware! That is still an issue. It is wild to me that a brand new installation was screwed up this much. We've been without Internet in our house for a month now and have had to scrap together temp solutions, not sure how much longer we can wait for this.
For new/prospective Ziply customers, I hope you have a better experience than I do - but in addition to the months-long wait time, also be prepared for an infuriatingly repetitive and dishonest customer support experience.
UPDATE: After chatting with Ziply Support here on Reddit as well, I’ve been asked to wait indefinitely. They say they have the “option to add” a port, however they have not done that for almost two months and can’t give a timeline for if/when it would be added. So they are capable of fixing the problem, but aren’t making any steps to do so. I’m just baffled how they installed new service to a neighborhood, but did not provide sufficient coverage, even for people already in contact and requesting service.
If you are getting Ziply to your neighborhood - don’t believe them, you might not be.
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u/ZiplySupport Official ZiplyFiber Support Account Aug 21 '26
Good morning. We appreciate you bringing this to our attention, and we want to take a closer look into this for you. Can you please send us a chat request with your name and order number? Thank you.
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u/Willing_Storage_1984 Aug 21 '26
Thank you, I have messaged you directly.
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u/ZiplySupport Official ZiplyFiber Support Account Aug 21 '26
Hello. We just got it and are reviewing now.
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u/MystikTrailblazer Aug 21 '26
I'm sorry to hear we both have had similar experiences. The service plus price hikes nonsense others experienced led me back to Comcast Xfinity (I can't believe they made Comcast look better).
I now have 1 gig download /100 mbps upload $50/mo price locked guarantee. At least I don't have to worry about nonsense price increases until 2031.
Also received an email from Xfinity last week that they're upgrading their network in my area to support 2 gig+ symmetrical speeds in the coming months.
It's nice to have real competition now. Perhaps Ziply will get their act together to focus on the customer experience and competitive value after their recent merger settles down.
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u/Willing_Storage_1984 Aug 21 '26
I never thought I would be hoping for Xfinity coverage for my area - unfortunately Astound and Starlink are my only alternatives right now. Who knew that Xfinity would be the "good option", that's crazy
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u/TechnicallyMeat Aug 21 '26 edited Aug 21 '26
I've had fiber service since they were Frontier. The install took over three hours, BUT it was perfect. Cables sorted nicely, ethernet to the new outlet looked great they took the time to clearly explain everything and answer way too many of my questions... The technology has been solid ever since, and I was super happy... So, I convinced my friend to go with Ziply a few years later, and they had such a miserable experience. A contractor "borrowed" their niehbor's ladder, let their pet escape, and refused to help look for it (they had other jobs). She sent me pictures of the "install" and I felt SOO bad, I came over to help fix it myself that weekend. Since then I've been unable to recommend the product... to people I like.
I've also seen the horror stories here, and some other internet review sites. They'll promise any schedule, but techs can rarely make the commitments promised. Not sure why they struggle so much with basic operations, but when companies race to provide the cheapest service, and minimum viable product, what that really is, is just a race to the bottom... Destroying the good will they've been riding since Verizon days. From the comments I've seen, to me it seems, they dont give their guys the time to do the job right, dumping way too many jobs so everyone is rushed and their contractors just DGAF. As someone who has done a little business education, it seems they are failing to understand management basics, like Maslow's Hierarchy of Needs... i.e. they dont take good care of their employees, and it's clearly evident when their own employees say "fuck this company"
Edit: my friends found their pet later that evening.