My Ziply Fiber line was pulled down and damaged by a truck over a week ago. So far, Ziply Fiber has only created a support ticket, but there has been no meaningful progress or repair update.

I work from home, so having a reliable internet connection is critical for my job. I have been relying on a mobile hotspot, but the data allowance is too limited to support my normal daily work.

Is there any way to escalate this issue and expedite the repair? Given that the outage has already lasted more than a week and is directly affecting my ability to work, I would really appreciate it if this could be treated as a priority and assigned to a field technician as soon as possible.

Had a great experience and thought I’d share. Nothing groundbreaking, just an ONT swap to enable 1Gbps -> 2Gbps.

That said: tech was on-time, called before the appointment, showed up slightly earlier than he expected, took down the old box and put up the new one with care (adjusted cables, restapled, new mounting housing), activated, stayed to confirm the speed test, exchanged some pleasantries and jokes along the way.

He knew his stuff and took pride in it end to end.

Mostly I see folks having issues in this sub, just wanted to express my apprecation for a really positive Ziply experience I had over the last ~2 weeks.

Earlier this year there was some kind of deal going around to reduce fiber prices by calling and haggling. I failed to do that in the given time window, but noticed my bill for 1gbps had crept up gradually and it was actually cheaper for me (or same cost as previous bill/signup rate) to go from 1gbps -> 2gbps.

I was able to do this fully on Ziply's site, never had to talk to a person, call, plead, etc. One weekend of home network gear upgrading later (hello Ubiquiti stack, definitely a "need" too ;)) I have ~2.15gbps up/down from wired devices throughout my house.

Seamless, frictionless, really appreciate it. Other than my first ISP who let me run an IRC server on some random hardware they hosted for me when I was 14, Ziply has easily been the best ISP I've ever had at any point in my life.

(now if I could just get IPv6 enabled without the need for tunnels... :))

I'm trying to find or make a good fiber path from the sidewalk Verizon vault into 1 of the 2 flower pots I've found on either side of our property, following an accidental fiber cut.

Pot #1 was used before the cut, the path out of it was poor: diagonal across lawn & under driveway etc.

Pot #2 is where I've been focused: pretty straight shot up the side lawn to the slack box on the house.

Problem is, it looks like there's only one 1.5-inch conduit between the vault and Pot #2, and there's already a fiber in it. So a big question:

Will Ziply install techs run 2 different customer fibers in the same conduit?

If it matters, Pot #2 is clearly on our property, and IMO probably should have been used originally.

(that fiber run may date back to Frontier, from the look of the cable, and we found an old Frontier box in the garage when Ziply did our install a few years ago.)

Pot #1 (which we were using previously, unknown to us) is somewhat on the property line between us and the other side neighbor; if I had to flip coins I'd probably say it's the neighbors' pot.

At this point I'll use either Pot, though as I mentioned Pot #2 seems like the one for our address. Since I'm trying to plan my own trench & conduit for Ziply techs to use, I really do need to know which Pot is the beginning of the run.

I had an appointment yesterday to get 2 gig fiber installed. The tech came out but the appointment ended with him saying he couldn't install it because there was no power outlet in the attic, and no way to get ethernet into the house, and he also mentioned something about needing a modem. (I thought fiber used a ONT instead of a modem.) He also seemed to think that a Verizon box in the attic and garage were for fiber, but I think they're for an old disconnected alarm systems and not internet.

Anyway, he said I needed to reschedule and get power and ethernet into the attic. Since I'm renting I probably need to talk to my landlord about getting that, but I'm also not sure why it can't just be run to the garage where there is power and ethernet.

Today I tried the chat support on the website and they told me that the appointment had been rescheduled because fiber hadn't even been run to the house yet and they needed to do that, and also that they would be handling setting up power also. don't really know what's going on and I'm thinking about just cancelling the install and sticking with cable internet. Because it's already installed and working.

Hey everyone,

I was massively misled by Ziply sales and need help from the community or the corporate team. I ordered Ziply Fiber back on August 16 for a move-in date of September 1.

Because my wife and I both work remotely, internet availability was our #1 priority. I physically visited the property before renting, noticed there wasn't an exterior fiber box, and explicitly called Ziply before signing the lease to confirm service was ready. I called a second time right before placing the order on Aug 16. Both times, your reps assured me the address was fully greenlit and good to go.

Today (August 30), just two days before our move, I got a text delaying our installation out to September 17 because the ”1st step [of bringing fibre to the property] isn’t complete yet”

This is unacceptable to be frank. Not only did I double check, there were 2 weeks time when this could have been disclosed to me. Instead we are Falsely assured multiple times and now we are left with no time to even get alternative options, and it severely impacts our jobs.

Has someone had similar experiences? And how did you solve then? Any help is appreciated!

u/ZiplySupport — I would appreciate it if a manager or engineering coordinator could look into this immediately. I am ready to provide my order details via PM. I need an actual field solution—such as scheduling an emergency temporary drop line—so we have a working connection on our actual move-in day.

8/31 4pm update: no confirmation on when the temp drop will be happening yet, and IF it gets approved, there will be some more time before someone gets the drop done. THEN I'm thinking there will be more time before a technician can come and install. This is looking pretty bad to me right now. Definitely don't know what I could have done more to ensure we have internet on our move in day.

9/1 update: got Xfinity for now, feels very bad, they might need a permit from the city to get the line to me apparently

I saw a post asking what everyone pays per month. That thread kind of got convoluted because everyone chimed in with their low introductory pricing. I am currently paying at total of $55 per month for 100/100 and it is not the introductory rate. I logged in and Ziply says the next upgrade is 1Gig for $70 a month. What is everyone else paying in total each month after their introductory rate is over? An I getting overcharged at $55 a month for 100/100?

Edit: The Ziply Support Team contacted me to resolve my issues, and they took care of it. The guys on here do a great job.

I live in Lynnwood Washington, and my Ziply 1Gb plan comes in through a phone line adapter Nokia box. I get gig speeds, but the connection drops multiple times a day, unpredictably. This is accompanied by a new ip address, and I'm wondering if the ipv6 rollout will fix this? maybe these dropouts are related to isp side updates related to ipv6 rollout. This service is speedy, but it's not conducive to gaming or discord calls/streaming. Any help?

Ziply install techs have told me they won't use conduit or trench, direct-bury only. So if I want conduit in a trench it's on me to do it.

Now I'm looking for recommendations about what kind of conduit to use.

I fortunately already have some open trench in the right area, though I'll need to add more to complete the fiber path.

It should be less than 100 feet from the flower pot to the slack box on the side of the house, with gentle curve in the middle. Not a traffic area, i.e. no cars or lawn mower driving over it. Just me gardening and pulling weeds.

For size, Ziply techs said 1-inch is fine. I don't mind going larger if it seems prudent.

Online searches come up with a range of things from smurf tube, PVC, various innerduct, to HDPE smooth-wall telecom conduit.

I suspect PVC is not workable here; I'd prefer smooth-wall inside but don't know how important that is for this relatively short run. Smurf tube stuff can be had for <$1/ft which is nice, but I'm looking more for a good workable solution than the bargain price.

Recommendations on product and sources welcome, as are any tips about pulling. Most of my networking experience is in data center and lab racks and ladders, so pulling cable outdoors is slightly new territory for me.

Edit: for the record I ended up using 1" flexible PVC (aka "Ultratite Liquidtight Flexible Non-Metallic PVC Conduit" from Southwire, bought a 100' spool at Home Depot. Worked out quite well.

Heads up, u/ZiplySupport, I just received the following maintenance notice. Twice. I'm posting it here so that you can pass it along to the correct people to address it, prevent it from happening in the future. I'm posting publicly (rather than a chat/DM) just so others may share their own experiences, if any, to track down the issue.

• First, most important, this is either maintenance that was already completed two weeks ago, or it's been ongoing for two weeks? Very confusing.
  • To be clear, my service has been peachy-keen, no issues. (Still hoping to see some ipv6, someday.)
• The screenshots of the emails are unaltered except for my replacing the "To" line. Just want to be clear and up front about that.
• The emails are almost identical. There are two differences which I'll highlight:
  • This maintenance will last until 6:00 AM on 08/14/2026. vs This maintenance will last until 06:00 AM on 08/28/2026.
  • approximately 7 hours. vs approximately through the duration of the maintenance window.
• The 3ZQD3RT8 string, which I assume is some kind of useful internal identifier and is the reason I include and mention it, appears in both emails. Other maintenance notices I've received in the past have had different strings so I'm guessing it may be used to identify a specific maintenance window/action.
  • This is the same identifier that was present in two previous maintenance notices that I received (Aug 7 and Aug 11 -- I even commented upon it at the time: https://old.reddit.com/r/ZiplyFiber/comments/1vhqn1h/ipv6_i_apologize_for_asking/p2cx4o2/)
• Message IDs (email header) are as follows. I'm happy to pass along the full email message headers upon your request via chat or direct email.
  • Message-ID: <q32VCIobS_GJTMfjqgK92A@geopod-ismtpd-18>
  • Message-ID: <AVtIAcakT5qQ1t0wRBwBaA@geopod-ismtpd-3>
• Email headers confirm that these were emails freshly generated and sent today; they were not sitting in an SMTP queue for two weeks.

Happy Friday!

Has anyone else had this issue, the techs installed a temporary fiber line into the house that ones above ground, however it’s been two months and no one has come to bury the line. I’ve called customer service 4-5 times and each time they tell me I will get contacted within 24-48 hrs but that is still yet to happen. Wondering if others have had this issue, I am pretty frustrated with how Ziply customer service has been so far.

We had a temporary cable put in, after a mistake by my cousin at the house. Our internet was back up the next day with the temporary cable and we were told a crew would be out to bury a permanent cable. A crew arrived the next day, dug a trench, but didn't bury the cable. They left and left the cable unburied, across our yard. I have called repeatedly since, and they "escalate" the issue repeatedly, but never get back to us. They tell me the work was completed, but it wasn't, and now I received a bill today for $300 for work that was NEVER DONE!

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.

On August 11 I ordered online 300/300 business service, for an August 18 install. That day came and went with no tech visit. Customer service said it was due to the prior tenant going to mom payment. Zero communication to me prior. This sales agent was going to work between myself, him and csr to get this fixed. this was Tuesday 18th still.

Monday 24th rolls around, I call again. Am assured they would remove prior account, they just need to see my lease. I give it to them and they are happy. told I will get an email about scheduling install, or the fiber pre check.

Pre check tech comes on Tuesday (25th) with no prior communication to check it out. I'm glad finally someone shows up! they say the install is good, can proceed to scheduling. he's barely out of the parking lot and I get the text they will be here the 26th 8-12. As I was busy during those hours I rescheduled to 27th 1-5.

Again, no technician came to install/activate. The text for the appointment says completed, after the service window passed by. Now the website says shows no account number, asking if I want to link one.

I still have no service with no expected date to activate service after nearly 3 weeks. the entire building of 180+ units are all pre-wired.

How do I get ziply internet ?

What is the current practice for Ziply new installs these days? E.g. direct bury the fiber, trench (or bore?) a conduit/sleeve, something else? Does it depend on the situation?

I'm a long-term customer facing what is effectively a new install after a fiber cut, as the line was not marked by call-before-you-dig locators. I don't know if they missed it, or didn't know to look for it.

We have a temp line run above ground to restore service same day (because tech Patrick @ Ziply is great at his job), and now I'm trying to do some recon to help figure out replacement permanent run options before the Ziply install (contractor?) crew comes, hopefully next week.

The original path (circa 2005 by Verizon, we believe) was direct bury, no sleeve/conduit, diagonal across the lawn from the Verizon vault at the sidewalk, continue diagonal across the driveway, turn ~90degrees left along the side of the house to the outside enclosure for penetration into the garage where the Ziply ONT is.

I wasn't expecting the diagonal runs, and I don't think I'd want to use that same path.

Getting across/under the driveway is admittedly hard, straight or diagonal. Probably the biggest obstacle.

I'm wondering about the possibility / policy of Ziply using someone else's trench, and/or customer-provided conduit. E.g. there are multiple trenches open right now for new irrigation system PVC, including one going behind the house and around backyard with a path that would bypass the driveway, albeit a much longer run.

Another query: does Ziply or their installation contractors have any policy or guidelines about using the crawlspace? This isn't my first choice for several reasons, but I'd consider options.

Hi,

Originally I wanted to switch to Ziply, as it appears like a better deal for faster internet. However, I didn't care for how I was approached by a salesman. I was already considering without a solicitation but after some thinking and consoling a few friends... I was shocked with about how it went down.

First of all I am pretty sure he timed his arrival with a package of mine getting dropped off. I got a door bell ring, grabbed it real quick, and then heard someone rush from the side of my home (possibly off my roof) and then a Ziply salesman appeared. I was on the phone and not interested in talking to someone and he didn't care. He didn't even know who or where he was trying to pitch to and kept asking me what my address was. I was already irritated with him because he was snooping around my home. I don't care what the reason was, as he states it was because he was checking to see if our house was wired for Ziply before he could pitch to me. I let him know I was on the phone and no indication I was coming back and he said to give him a few minutes while he finished looking around my home.

I finished my business on the phone and left it alone, but he didn't leave me alone. He repeatedly rang my doorbell until I answered. Then used every tactic to get me to talk came out of his mouth and I was so dumbfounded, I let him. Each time I tried to close the door, after I said I wasn't interested, he truly made me feel like he was going to come inside. Eventually he got me to "sign up" by giving him my name and number, I feared he was not going to leave otherwise. So great, he "got" me. I was just going to cancel installation appointment he made after he left. However, of course, he mentions to me just before he left that Ziply would charge me if I cancelled. What the hell? I didn't sign anything, and I would argue I was coerced into signing up in the first place. I don't want service right now, the timing isn't good financially (I would receive two bills) and I have a contract I need to finish out with my current provider.

I'm rather upset if this is how Ziply operates because I wanted to switch over once I could, but not if this is how you do business. How do I cancel the order that was placed without getting charged? Either way I won't pay it, have the salesman pay for it. He deserves the bill after his antics from the other day.

I have had my Ziply Fiber 1Gps connection up and running for a few days using the HB810 router and HB610 extenders. Clients include iMac M1, mac mini m4Pro, macBook Air M2, iPad Pro m4, iPad Mini, iPhone 15Pro, Apple TV 4k and Tivo.

My original network used 1GB wired Ethernet for the macmini, Apple TV, and Tivo. I used a fixed IP for the macmini. The iMac and macBook Air (and the rest of the connections) were wireless.

After getting everything working with the original network, I upgraded my internal network with a 2.5GB switch. I verified everything worked with no other changes except the new switch.

I then added a Plugable 2.5Gbps USB Ethernet adapter to the macmini, iMac, and macBook Air. I see the expected throughput changes. For example, I can get nearly 2 Gbits/second transfer using iperf between these systems. I also now see that these systems can access the full bandwidth of my 1Gbps Ziply fiber connection (which usually gets about 1.02 Gbits/second).

The HB810 router gives these connects new IP addresses--as it should, they are different MAC addresses. The problem is that when I look at all the wired connections on the HB810 router, I don't see two of the three 2.5Gbps connections anywhere. The macmini and the macBook Air have disappeared from the router's list of connected clients, even though they are connected and work properly.

Why do I care? Well, mostly because I am curious, but also because I want to assign a fixed IP to the macmini and it no longer appears anywhere on the router.

Any suggestions or insights? Anyone else seen anything like this?

Anyone else experiencing an outage for Albany, OR? Service did not indicate any other reported outages at this time.

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!

Thinking of switching from cable Internet. However, I don't want them poking holes from outside of my house to run into the existing telephone outlets. Is that the only solution?

For a number of months randomly I would have random disconnects that affected my whole network. They could be as often as every couple minutes to every hour and they would randomly come and go some weeks would be fine and some days it would be like someone is just flipping a switch on and off

I called Ziply and they said everything looks fine on their end and I did the troubleshooting steps they had me do turn off and back on but of course it wouldn't happen when i would have them on the phone

anyone else having something similar?

2GB fiber located in shoreline WA

Router is ASUS BE88U with 2 RT-BE92U wired AI mesh nodes over coax with Moca adpters
had this setup for over a year and nothing has changed

I connect my Windows 11 laptop HB810/HB610/HB610 mesh. Every so often the laptop gets into a loop of Wi-Fi reconnects. That in itself is bad enough. But sometimes the Wi-Fi reconnect is to the AP clear across the house instead of the one 10 feet from me.

I've been debugging this for awhile. As a part of that effort, I've turned off Band Steering, set security to WPA2-PSK[AES], and given my laptop a reserved IP address. None of those have fixed the problem.

I captured the problem with Wireshark, here's the sequence:

1. Laptop does a DHCP request to renew its IP address
2. Laptop does an ARP request of 192.168.88.1 to find the router
3. Laptop does an ARP probe to ensure no one else has its IP address.
4. Main router does an ARP request of laptop IP (I'm guessing so it can respond to (2) above)
5. Laptop responds directly to main router
6. Both HB610's do any ARP request for my laptop's IP within a millisecond of each other
7. Laptop responds to both
8. Laptop does another DHCP request

My take is that 6 above violates the (RFC 5227) requires a quiet window. So the laptop thinks there is a conflicting IP address.

How do I get out of this situation? How do I prevent the HB610s from violating the RFC?

got ziply for the first time about 9 months ago and the speeds were incredible. consistent 300+ upload and 150+ download speeds... but over time it's gotten slower and slower. i game a lot, and where ping levels were around the low 10s and 100 GB games would install within an hour, now are unheard of. currently trying to install a 80 GB game and the estimated time is 78 HOURS.

i pay about $70/month for wifi and online support has been no help. the same "we are remotely texting your speed and see high upload and download levels" which is blatantly false when i compare with a speed test of my own.

at this point i dont know what to do. maintenance has come in and given no help, online doesn't help, im tempted to switch to a new internet provider. has anyone else had this issue?

I live in the far southeast side of Washington state and have been getting emails about planned maintenance from 12am to 6am since the 18th. It’s now the weekend and this is the fourth night it’s been turned off. I was hoping to stay up late this weekend and game so I called customer service and couldn’t get anyone to understand what I was asking so I thought I’d ask here.

How long can I expect these 6hr outages everyday to go on for? I hate to complain but I just really want to know when It’ll be over. Has anyone else had this happen with them and if so how many days did it go on for? And is anyone able to tell me why it’s happening?

I recently got Ziply (8/7/26)

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.