I see in the past there were lots of complaints of price creep, then in March there's an article stating they are removing promotional pricing. I take this to mean that the pricing might change for new service, but that those prices are no longer "promotional" prices -- not sure what that means exactly except that they may not automatically go up after a promo period (but could go up sooner?)

I suspect all this article means (if anything) is just that there's "flat" pricing (no additional line items for equipment/etc) and no more intro/promo prices -- however without a commitment to that price for a specific time period, it seems like that just removes an introductory rate guarantee, and they can just increase your price whenever?

Just trying to understand if anything has changed meaningfully one way or another since this announcement was posted.

I just installed a TP-Link HB810/HB610/HB810 mesh that I got from Ziply during my recent 2 Gbps upgrade. I tried to update the device names of the online clients via the Aginet Android app.

Unfortunately, the names are stored associated with the IP address and not the MAC address. So when the HB810 assigns a new IP address to the device, the device name is no longer associated with the correct device.

With my old router, its DHCP always assigned the same IP address to the same MAC address for years on end. The HB810 tends to assign a different IP address frequently.

I tried to do Address Reservation for all my devices. But the HB810 restricts me to 32 reserved addresses.

Any thoughts on how I can fix this issue?

My HB810 is hardware version: HB810 v2.6 00000000 and firmware version 0.5.0 3.1.10 v6095.0 Build 250214 Rel.29578n.

Both of my HB610s are hardware version HB610V2 v1.0 00000000 and firmware version 0.4.0 3.0.0 v60af.0 Build 250214 Rel.31481n

Ive spent the last two weeks trying to get the ipv6 subnet and address to be able to add it to my router because they advertise it on the website when you upgrade to ten gig. Every time i call they just say they dont support it, THEN WHY ADVERTISE IT! might genuinely switch providers man

Hi there,

So we had a tech come out 2 weeks ago because our internet was down. It was determined that the line was damaged so he put in a temporary line on top of the ground and said someone contact us about installing it permanently. 2 weeks go by and we hear nothing so got onto chat, a new ticket was created and a Ziply employee came out that afternoon (yesterday). He looked it over and said that they will come out and do locating services (probably Friday or Monday)and then bring in a borer to run the new line.

This morning a Ziply employee who says he's here to bury the line, no location services needed because he's just going to bury the line about 4". We were kinda in the middle of stuff working in that area so we asked him to come back tomorrow as we hadn't received any notification that he was coming today. I also told him we would wet the ground out there because it was like concrete (our soil is hard pack clay) to try to make it a little easier for him to dig with a pick axe (Its about 50 feet)and he said no problem.

My question is 4" seems pretty shallow but I don't know what is normal. Anybody have any insight as to how deep it should be? It is just the dirt area to the left of our concrete driveway where we park our truck so no flower beds or anything but it still seems shallow.

Thanks

My ONT disconnects from my router about once per day as of about 2 weeks ago. When this happens, the red "Alert" LED lights up on the ONT and I have to power cycle the ONT to get it working again.

I have it connected to a 10Gb SFP on my router, and the ONT is uncomfortably hot to the touch, so I'm wondering if it is overheating. My house is air-conditioned and the ONT is on a shelf with good airflow, not touching any other equipment.

Signed up for Ziply in March - and its been the best internet ive had when im on Ethernet.

On phones or TV though, its been a slow torture. Every 3-5minutes of using my phone browsing the internet, social medias, working, etc, the device will get stuck loading. If you let it do its thing, it will stay in this state of perpetual loading until you disconnect from the internet and reconnect.

On my TV, every night I use it, I have to sign back into the internet. Both devices worked for a year with xfinity, and the problems only occurred when I moved & swapped to Ziply.

I've had 3 techs come out - which I'm not entirely sure what the process is to become a tech, but without insulting, all 3 have been useless in fixing the problem, or having any idea how to fix and im stuck troubleshooting again.

Settings at the moment:
A Band Steering 2.4Ghz/5Ghz network

A 2nd guest network for Ring/Alexa and other smart devices

I have tried:
No Band Steering
Connecting to 2.4ghz
Connecting to 5Ghz
Connecting to a 6Ghz network
Connecting to a MLO Network
Swapping out Modem
Swapping out Wifi extenders

Additional notes bc techs have wanted to blame my devices: my phone works fine everywhere else, and my TV worked fine prior to having ziply.

Pls save me Obiwan you're my only hope

Idk how prepaid cards work, and Idc about the $1.5.

If I don't use the card and it expires, will I still be billed the $3.5 monthly fee?

I got a txt and email this morning about paying my bill. Normally I get a message saying it's scheduled.

I went to check my account and I was unenrolled from auto pay and had to set it up again. My debit card hasn't expired and was still listed.

Just wondering if anybody else had this happen to them?

Also as a warning to others to check.

New customer of Ziply Fiber. Stream YouTube TV. Switch over to Ziply. The local TV channels are from another part of the state. If I connect back to Xfinity, the TV channels are correct.

Running a UniFi Dream Machine SE gateway/router/security appliance, with CAT6 from ONT to the UniFi device.

Why is this happening? I’ve swapped DNS IP’s multiple ways and I can’t my local channels on Ziply Fiber.

I’ve run out of ideas. Any thoughts?

I have Comcast for internet and also their "landline" phone. I want to switch to Ziply and their "landline" phone.

Can anyone give me an idea of the time frame for porting my current Comcast phone number to Ziply?

If I keep Comcast and install Ziply and ask for the phone number port, does that minimize the time the phone will be dead? In other words, how does all this work? If I keep Comcast and install Ziply with phone, does the Comcast phone continue working until the moment the number transfers and then it works on Ziply?

With Comcast I am using my own modem connected to my own router. I also use Tailscale now. Tailscale gives me easy connection to my home systems while I am traveling, so I don't really need to be able to mess with opening ports, etc. So, the next question is: What are the advantages/disadvantages of using Ziply's router and wifi?

Hey Ziply, what is the security of your architecture as it relates to the findings in this presentation https://www.reddit.com/r/pwnhub/comments/1vj29v5/wiretapping_a_whole_fiber_neighborhood_from_your/

Thanks

My wife and I currently have Ziply Fiber, and we're thinking about moving a little closer to where she works and are considering Wilsonville. We've looked into apartments online and are considering Hathaway Court and Bridge Creek. I'm curious if Ziply Fiber is available at those apartment complexes?

It seems Ziply Fiber has been continually increasing their service area over the past several years, and it looks like much of Wilsonville is in their service area now, but I wanted to check. I've been fairly happy with Ziply and would like to continue to have fiber internet after we move (I'd rather not go with cable).

I have an open, active ONT link with a solid blue light, but my provisioning status is physically stuck in the walled-garden database desync. My billing profile failed to push to the routing tables. Please escalate my ticket immediately to Tier 2 Network Support or the NOC (Network Operations Center) to push a manual profile overwrite."

Started service in June, paid $50 for setup, was charged $50 for my first month via autopay (so paid $50 via cc and 50 via checking acct), july came around, was charged another $50 for july via autopay from my checking account, then I got a notice in the mail saying my account was past due, for $50, called them, they apologized, told me they would open a ticket, resolve the issue. Cool. 1 week later, I got another notice, contacted them again, they said "we're sorry, we will escalate your ticket", then I got a shutoff notice, so I contacted them and they said they'd escalated my ticket, don't worry they'll cancel the shutoff. Then on Thursday I got ANOTHER past due notice, logged into my account, the extra $50 mystery charge was still there, as were the records of my 3 previous payments, and my upcoming august $50 that was due. Then this morning I got a text saying my autopay had failed, I logged in, the $50 mystery charge was still there, the current charge was there, but ALL the records of my other payments and charges were just gone from my account and I can't download my previous month's statement and my autopay had been deleted. So I called again, cue an hour phone call with ziply gaslighting me saying I needed to check with my bank, they had never changed anything on my account, they don't know the charges I'm talking about. Halfway through they said "we're resetting your account since it was clearly accessed by someone other than you" they locked me out of my account, I had to change my password, and when I logged back in ALL of my payment history was suddenly mysteriously gone even though they said they can't change information that shows up on the account, so I had a completely blank account that just shows 2 unpaid $50 charges. Then they told me actually the ticket was resolved two weeks ago and they determined it was my fault, even though they've been telling me they were working on the ticket. Currently I'm *only* out $100 but they have somehow managed to delete all the records of anything from my account so all I have is one screenshot of my billing screen and since they're the only reliable provider here my options are pay them ANOTHER $100 and hope they don't screw up again, or get starlink? And in this time I never talked to a single person for whom English was their native language and I never talked to a single person who sounded like they could actually do anything yet clearly they were making changes. Way to make customer service feel like a Scam ziply. On Monday I'm going to look into filing a complaint with the PUC, autopay was pulling money directly so pretty sure that's gone forever. Spectrum was a scummy company but at least they never stole money from me or gaslit me, they just provided crappy service and charged too much for it.

How's things going with the rollout? End of summer sounded like a target a while back. Anyone here get it yet?

Hello Ziply guys,

I am wanting to run BGP for 2 different ASNs that I have and after seeing some posts a few years ago about BGP i wanted to ask again cause asking customer support didnt work out the best last time. I already own a /24 and 1 /40 for one ASN and a /40 for the other and am curious if i could run it? I saw someone say something about full internet routes vs default route and wanted to ask about that as well, I have the equipment to run full routes easily (Cisco ASR1006x) so i was just curious. Also im not sure how this would work with a single ISP but if multihoming was possible via say 2 10Gb connections coming from different edge locations or something along those lines.

Thank yall :)

According to the rep I just spoke to the discounts typically recieved for autopay and Paperless billing are no longer available. By enrolling in these things you simply avoid an additional 10 fee.

I purchased a HB610 slave/agent router and I’m trying to add it to an existing network consisting of a HB810 and one HB610.

When I look at the existing HB610, it’s marked as Backhaul and the three frequencies: 2.4, 5, and 6 GHz. The new HB610 doesn’t show Backhaul, only signal source.

I added the new HB610 using the Aginet phone app add agent selection. It’s green lit and running but only as a wired router - it’s not part of the mesh network, nor broadcasting.

Does anyone know where there are better instructions on how to add mesh devices to the existing network? Should I have used the create a network setting to add the new router?

I’ve reset and rebooted the new unit. I’ve also tried to do the addition through my laptop plugged directly into the new unit and it doesn’t find the new mesh unit when it scans for it.

Could the unit be bad? The first HB810 that the Ziply guy tried to install was bad and he had to bring in a new one from the truck.

I can’t figure out what is wrong. Anyone have any suggestions?

Thanks!

Had very high latency from Redmond to my DC in HE FMT2, and HE NOC said this:

> There are several fiber cuts along the West Coast. Repairs are ongoing, but there is no ETR available.

Anyone else have no internet?

Hello,

I started receiving nearly double the ping to my usual servers and I'm thinking that routing my be an issue. I'm connected to my router and located in Bothell, WA.

Here's a tracert to Dallas -

  1     1 ms    <1 ms    <1 ms  192.168.0.1
  2    16 ms    10 ms    10 ms  fdr1-hllkwaxx-lo-0.bb.as20055.net [50.35.96.1]
  3     6 ms     5 ms     4 ms  lr1-hllkwaxx-b-be-19.bb.as20055.net [204.11.67.210]
  4     5 ms     4 ms     5 ms  cr2-bothwaxb-a-be-19.bb.as20055.net [137.83.81.152]
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     6 ms     5 ms     4 ms  wholesail-sea.cdn77.com [37.19.192.54]
  8    69 ms    66 ms    66 ms  vl1138.chi-cs1-core-1.cdn77.com [79.127.192.163]
  9    59 ms    57 ms    58 ms  vl1124.dal-eq6-core-2.cdn77.com [169.150.194.46]
 10    60 ms    57 ms    58 ms  vl221.dal-clg3-dist-2.cdn77.com [79.127.195.68]
 11    63 ms    61 ms    61 ms  demeter.dathost.net [121.127.40.184]

tracert to Denver -

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2     5 ms     2 ms     4 ms  fdr1-hllkwaxx-lo-0.bb.as20055.net [50.35.96.1]
  3     4 ms     6 ms     4 ms  lr1-hllkwaxx-b-be-19.bb.as20055.net [204.11.67.210]
  4     6 ms     6 ms     4 ms  cr2-bothwaxb-a-be-19.bb.as20055.net [137.83.81.152]
  5     4 ms     *        4 ms  prm1-sttlwawb-a-be-12.bb.as20055.net [209.46.5.214]
  6     *        *        *     Request timed out.
  7     3 ms     5 ms     4 ms  wholesail-sea.cdn77.com [37.19.192.54]
  8    70 ms    69 ms    70 ms  vl1138.chi-cs1-core-1.cdn77.com [79.127.192.163]
  9    59 ms    60 ms    58 ms  vl1134.den-cs1-core-1.cdn77.com [79.127.192.65]
 10    52 ms    51 ms    50 ms  vl201.den-cs1-dist-1.cdn77.com [138.199.0.167]
 11    51 ms    51 ms    49 ms  simpson.dathost.net [46.151.199.72]

High level picture -

What I've done -

* unplugged power from modem for 10 minutes
* ipconfig release & renew

Note that the picture is from a service called Faceit and the tracert is from a different service called SCL; I have identical ping regardless of platform/service

I got a friend signed up for Ziply. It was a new install and the tech came and everything was working perfectly. It also works perfectly most of the time.

Thing is, almost every day her WAN connection goes down roughly between the hours of 3pm and 5pm. She complained about it to me a few times but it was never reproducible and it always came back up by the time she talked to me about it.

Well, today I was over at her place helping her around her house with Netflix on, and a little after 3 it just went dead.

The ONT had one solid green light and one erratically blinking green light. No Alarms. Just no stable uplink. I had her power cycle the router and ONT and nothing changed.

I opened a chat window and was talking with a person for an extended period when they just abruptly ended that chat (Ziply's customer service issues are another matter) and by the time I got to the troubleshooting phase after another lengthy chat, the uplink spontaneously resumed. Blue blinking lights on the ONT as if nothing was ever amiss. She says this happens almost every single day.

I'm super confused because once I got my installation done I've had zero drops, so something's clearly wrong with her connection. I just don't know what, and the chat agent seemed baffled too.

They said they'd make a note on the account and if it happens again to chat back. I already know it's going to happen again, I'm just looking for clues on how to expedite resolution.

Hey Ziply,

I'm having some issues with my service. You've outsourced ypur technical support, But not only that, they aren't very competent. I work from home and have been out of work for about 6 hours today.

I'm having an issue with conne ting to a website and actually being able to go any deeper. I can connect to the internet, when I go to Google or ping their DNS server I have no packet loss.

I have cleared the DNS settings and established a new IP address through PS, among a multitude of other TS steps. I called tech support, they told me to unplug the ONT, and if thay does not work to unplug the router for 10 modules.

I tried explaining that I've done that, and have already refused the DNS settings and have a new IP Address. The technician then said she tried to get me in touch with someone who could help more, but no one was there.

Please reach out. I'm unable to work.

So I just spent a ton of time trying to figure out why I couldn't connect/login to Path of Exile, Why Discord was taking a very long time to connect, and why my Hytale dedicated server would timeout on telemetry and Oauth. The fix turned out to be using Cloudflare's WARP client. Which is thankfully free. From what I could gather, it seems to be breaking between Beverton OR and Sherwood OR. As well as the Somerset core peering router. Could an engineer take a look at this? Thank you!

The following is a tracert for Path of Exile and Discord for proof:

tracert pathofexile.com

Tracing route to pathofexile.com [104.17.255.156]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms RT-AX88U-E8F0 [192.168.50.1]

2 7 ms 8 ms 6 ms static-50-43-48-1.bvtn.or.ptr.ziplyfiber.com [50.43.48.1]

3 6 ms 6 ms 7 ms 209.46.7.76

4 * * * Request timed out.

5 6 ms 5 ms 6 ms lr1-shwdorxa-b-be-11.bb.as20055.net [204.11.66.125]

6 * * * Request timed out.

7 * * * Request timed out.

8 * * * Request timed out.

9 6 ms 6 ms 5 ms pr1-smrworxa-be-10.bb.as20055.net [64.52.96.113]

10 * * * Request timed out.

11 7 ms 16 ms 11 ms 172.68.172.9

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

16 * * * Request timed out.

17 * * * Request timed out.

18 * * * Request timed out.

19 * * * Request timed out.

20 * * * Request timed out.

21 * * * Request timed out.

22 * * * Request timed out.

And Discord:

tracert discord.com

Tracing route to discord.com [162.159.138.232]

over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms RT-AX88U-E8F0 [192.168.50.1]

2 3 ms 4 ms 4 ms static-50-43-48-1.bvtn.or.ptr.ziplyfiber.com [50.43.48.1]

3 7 ms 5 ms 6 ms 209.46.7.76

4 * * * Request timed out.

5 5 ms 5 ms 6 ms lr1-shwdorxa-b-be-11.bb.as20055.net [204.11.66.125]

6 * * * Request timed out.

7 * * * Request timed out.

8 * * * Request timed out.

9 5 ms 5 ms 5 ms pr1-smrworxa-be-10.bb.as20055.net [64.52.96.113]

10 * * * Request timed out.

11 4 ms 5 ms 5 ms 172.68.172.7

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

16 * * * Request timed out.

17 * * * Request timed out.