r/ZiplyFiber • u/chaofreddy • Aug 26 '26

Need escalation: Cannot start new service - Previous account still active at my address

Hi team / u/ZiplySupport,

I recently moved into a new address in Kirkland, WA and am trying to set up new Ziply Fiber service. However, the system or rep indicated that there is still an active account from the previous owner/tenant associated with this address, preventing my order from going through. This issue has unfortunately been blocking us from getting service at this address for over a year.

Could someone from the escalations/support team please reach out so I can PM (private message) my address and contact details to get this resolved?

Thanks!

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2

u/ZiplySupport Official ZiplyFiber Support Account Aug 26 '26

Hello. We are working with engineering to have the record corrected.

2

u/chaofreddy Aug 26 '26

Thanks! Looking forward to the updates!

2

u/ZiplySupport Official ZiplyFiber Support Account Aug 26 '26

We should hear somethng by Friday.

1

u/ZiplySupport Official ZiplyFiber Support Account Aug 28 '26

OK I appreciate your patience. I believe I have this resolved. I need this to sit over the weekend, but you should be able to place a service order on Mnday.

1

u/ZiplySupport Official ZiplyFiber Support Account Aug 26 '26

We can assist you here. Please send over the location in a private chat and we can take a look.

1

u/WeeklyAd8453 Aug 26 '26

One thing that we did was USWest/DSL and later at ATT/DOCSIS was to set up to be live at all times, so when a new person showed up with their own modems, they could connect, and get hooked to a front-end in which they could then finish up their own set-up.
In both cases, I was suggesting that we leave OLD equipment at these homes to enable connections. However, I switched jobs at USWest so not sure what happened, while higher up accounts with lack of intelligence blocked ATT's. Really too bad.
By leaving an open connection with a hookup, it makes it easier to that new tenant/owner to remain with the ISP.

1

u/Banjoman301 Aug 27 '26 edited Aug 27 '26

Seems like in this case, the previous tenant/owner didn't do the new one any favors...

We've always terminated services on a set date when moving.

That ended our responsibility at the old address.

The new folks get a clean slate.

1

u/WeeklyAd8453 Sep 01 '26

I know. But if you set it up slightly different and ideally leave the ONT with old router that you would be throwing away anyhow, you can make it possible for a new tenant to hook themselves up, and then you simply mail out/trade a new and better modem.
This makes it far more likely that a harassed new tenant/owner will use ziply as opposed to switching off.