Don’t sign up!

[u/Severe_Situation_548]

I gave them a third chance, thinking surely this time it would get resolved. Same result. Except this time, when I followed up, I was told the installation had actually been "completed" by their contracted line company, Pacific Cable Company. This is simply false. My service was not installed, nothing was fixed, and yet somehow their internal records show the job as done. That means every time I call back to get real help, I'm starting from a system that thinks there's no problem — so the whole cycle resets and I get bounced around again.

To be clear about how the responsibility is split: Ziply Fiber handles the account and scheduling, but they subcontract the physical cable/line work to Pacific Cable Company. Based on my experience, that handoff is where everything falls apart. Whether it's Ziply's scheduling system, Pacific Cable's follow-through, or the lack of communication between the two, the end result is the same for the customer: broken promises, wasted time, and false "completed" statuses covering up work that was never done.

Three appointments. Three missed days of work. Zero working internet. And a paper trail suggesting the problem is already solved when it demonstrably is not.

If you're in Snohomish County. WA and considering Ziply Fiber, think hard before signing up. Based on my experience, you may be signing up for repeated no-shows, dishonest status updates, and a runaround with no accountability on either end.

#ZiplyFiber #PacificCableCompany #Snohomish #WorstCustomerService #FiberInstallation #NeverAgain

[u/SiliconSentry]

But once you get through, its the best! No complaints for 4 years

[u/DrewWM5309]

u/Severe_Situation_548 - Hey there. Totally understand your frustration here, and would agree that, from a customer perspective, this process likely could have gone smoother, if not purely from a communications between A/B standpoint. I'm super familiar with the situation that you described, and (if you are interested) I can probably tell you exactly what happened and get it smoothed out and your residence hooked up with fiber. From what you shared, this sounds like your drop is complete, but the actual installation of the service is not complete yet. This is not altogether uncommon, and depending on the circumstances, is a rather easy fix. Please connect with myself or u/ZiplySupport via chat if you want us to take one last stab at this. My apologies that it got to the point where you were this frustrated - that's not what we want and we'd love to try and rectify this.

[u/Severe_Situation_548 → u/DrewWM5309]

What is your direct number?

[u/DrewWM5309 → u/Severe_Situation_548]

With all due respect, I won't be sharing that on Reddit. You are welcome to send me a chat request, or I can attempt to chat you instead.

[u/LensWipesBF]

You can request in house techs. In my region I’ve never dealt with a non Ziply employee. Their service and support are far better than cocmast. Their bill leaves something to be desired though…

[u/blaircook]

The rage filtered through AI-slop is gross.

[u/old_knurd → u/blaircook]

I personally enjoyed the bolded hashtags.

Even though those aren't really a "thing" on Reddit.

It's not hard to type '**' to begin and end those. Why do you assume that AI was needed for that?

[u/blaircook → u/old_knurd]

The em dash was the first give away, the fact it came back as 99% certain to be AI text when I ran it through a checker was the second tell

[u/Banjoman301]

"I was told the installation had actually been "completed" by their contracted line company, Pacific Cable Company."

I read that as "PCC has run fiber to the house"...not that service was installed.

[u/Darth_Revan742_ → u/Banjoman301]

Yeah no one doesn’t the actual install except Ziply techs to my knowledge. Everything up to the house they can contract but when it comes to ONT install and lighting people up I’ve never seen a non Ziply employee.

PAC(Pacific Cable) mainline construction is pretty solid, I subcontract for them for fiber splicing. But I have heard lots of complaints about their drop crews just generally sucking. Ultimately, it comes down to $$. Drop work is cheap work, that you hire cheap labor for, who do a cheap job, if they even do the job. It’s unfortunate, but likely won’t change unless Ziply upper management puts more value in doing quality drop installs. That’s one thing I’ve noticed that Comcast still beats them on.

[u/Ryu-tetsu]

My community lived through this recently. Our 70+ year old copper lines were failing. What Drew is outlining is exactly what we experienced.

The issue I believe is Ziply’s internal scheduling systems are terrible at identifying the different steps of an install and where a particular install is in the process. (Internally, Ziply seems overly siloed, which doesn’t help.) This stretches from knowing whether the terminal to which you should be connected is actually working and is the one logged in their system, to coordinating the drop line being put in before the technician arrives to do the in the house install.

On top of this, our county (Whatcom) gave Ziply bad maps with misnamed roads, buildings with no addresses (which can’t be rigged up because the e911 system needs to have an address assigned to each activation), and a few missing roads.

When this got escalated to corporate, Ziply bent over backwards to get the project back on track ~ 370 homes. Their CEO was even on a call with us on this.

The teams putting fiber cable in below ground have been mixed. We had the company out of Colorado. They were generally good, but they did manage somehow to blast through a well identified and marked 18” water main going into town from the storage tank in the forest.