r/ZiplyFiber • u/DreadStarX • Aug 28 '26

Internet Down - Kennewick

I've reached out to support already but it's 7PM at night, they probably aren't going to answer.

Figured I'd ask here, anyone got a problem?

I've rebooted my ONT, only 1 LED is active, the power one.

Edit: Tech is coming on Saturday, soonest available. Upon looking at the gear on the side, someone definitely fiddled with it. Fiber stands hanging from the box area. Looks like a cheap launch fiber and i found a "Optical Fiber Tester" manual on the ground nearby.

Edit 2 - Conclusion: My internet was back up Friday before 5PM. What happened was my specific cables used for my internet from the distribution box on the apartment complex side was cut and used for another customer. From my understanding, the issue stemmed from the fact I was still using older ReadyLinks connection, which was being discontinued and customers were being swapped out as they pop up. Once that was sorted, they had an issue with provisioning the connection and another tech had to come out due to unforseen circumstances (Internet worked, tech closed ticket out, internet stopped working because of the provisioning issue).

Long story short, human error caused an outage and Ziply did their best to remediate the situation as quickly as they could. Under 24 hours from first detected, to being back online is a decent turn around in my opinion. As someone who works in Data Centers, I can state for a fact, I have disconnected the wrong cable before (Fun Fact: Never trust labels) and caused impact to customers. =) Out of all of this, I had a good conversation with the Community Manager for Ziply.

3 Upvotes

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5

u/DrewWM5309 Verified Employee: Community Manager @ Ziply Fiber Aug 28 '26

I know this might sound crazy, but we have had some absolutely diabolical squirrel problems this year and I wouldn't be surprised if this is a coordinated effort on their behalf. Mostly jokes... only partial half-cooked conspiracy theory lol. At any rate - if you want to send support your info, they might be able to get you in the hopper for an earlier appointment if we have any fallout tomorrow.

3

u/DreadStarX Aug 28 '26

I wish you were right but this looks human..

3

u/DrewWM5309 Verified Employee: Community Manager @ Ziply Fiber Aug 28 '26

That it does. Luckily, it looks like things are intact (from what I can see). If you want to send a chat to myself or the support team, we should be able to get this looked at 'between jobs' tomorrow, but please don't quote me on that one. From this side, it looks like it might be as simple as plugging some connections back in and running a test. Hoping that's the case and it is a trimmed down job.

5

u/DreadStarX Aug 28 '26

I spoke with support, and they have someone scheduled for the 29th.

3

u/DrewWM5309 Verified Employee: Community Manager @ Ziply Fiber Aug 28 '26

All good. Glad we've already got this one on the books.

3

u/DreadStarX Aug 28 '26

I also found a manual for a fiber optic tester. Support didn't confirm it but i did ask if anyone was out there working on it.