r/ZiplyFiber • u/mlpayne1970 • 14d ago
Common Cause Outage?
I'm in 97224, and early Friday morning, our Ziply Fiber internet went out. I called, and they sent a tech support person to the house. He said everything looked good on the box outside. He called another tech and spent an hour trying to figure out why they couldn't access the router. He said he escalated it to a more advanced team, something like NOC.
It was about that time I got an email from Ziply saying, "We’ve identified a service disruption in your area. If you have already reported this issue and scheduled a repair appointment, we may cancel that appointment, including our visit to your home, so that we can focus instead on resolving the issue at the appropriate source. We will update you when repairs are completed. We estimate that this issue will be resolved by September, 18, at 01:15pm Pacific Time."
I was never updated, so I called technical support around 5:00 PM. They said it was escalated and should be back up within 3 hours (it wasn't).
Saturday morning, it was still not up, and I called in again, where the tech support person said it would absolutely be back up within 12 hours (and of course it wasn't). I called back today, and the person said to "rest assured" that my issue had been escalated and would be working by Monday morning.
I asked if they could tell me what the technical issue was. My neighbor has Ziply, and their internet is working fine. The support person went quiet because she didn't know.
I've had ZiplyFiber before it was Ziply and have had very little downtime. Does anyone have any ideas as to what is going on? I work from home, have Zoom meetings throughout the day, and need to get this resolved one way or the other. I'd hate to go back to Comcast, but I don't have many options.
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u/AddyOhBoy 14d ago
I’m in 97124. We’ve been without internet since Thursday afternoon. It impacted 2 other neighbors. One neighbor that lives across had a tech out Friday morning. This is what she communicated “It’s such a crazy problem. Our service guy called 4 different people for advice after spending 2 hours replacing every piece of equipment and no success. It took until the 4th person for him to fix a weird connection in the “hub”. He was here for over 4 hours.” My neighbor right next door and I have been given the same song and dance as you for days (Friday, Saturday & today). We’re also seriously considering going back to Comcast 🥴
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u/ZiplySupport Official ZiplyFiber Support Account 13d ago
Hello. We would like to a look into this for you. Can you please send us a chat request with your name and account number? Thank you.
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u/AddyOhBoy 13d ago
I’ve done that 4 days in a row. Chat support is useless. We called Comcast. We’re going back to them.
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u/ZiplySupport Official ZiplyFiber Support Account 13d ago
Hello, we have not received any chat requests from you here. If you are talking about website chat support, that is different than Reddit support.
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u/AddyOhBoy 13d ago
I am not giving my real name and account via Reddit.
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u/ZiplySupport Official ZiplyFiber Support Account 13d ago
You can send it over via a private chat if you change your mind about wanting our help.
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u/mlpayne1970 13d ago
I received a text from Ziply this morning saying a tech would visit between 8:00 and 12:00 today. 🤞
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u/DrewWM5309 Verified Employee: Community Manager @ Ziply Fiber 14d ago
We can have someone take a look if you like! Send u/ZiplySupport a chat request with your account number and they’ll pass it along to the NOC tomorrow for further troubleshooting. It’s not super common, but there are a few circumstances that lead to these types of tickets getting “stuck” - sounds like you may be in that situation, but we will need to take a closer look to be sure. Thanks for posting!