Ziply Fiber Reviews

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2.1/5

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Recommended

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Ziply Fiber Internet Review

Ziply Fiber, headquarted in Kirkland, Washington, was founded in 2020 when it completed the acquisition of Frontiers operations in Washington, Oregon, Idaho, and Montana. It is a subsidiary of WaveDivision Capital LLC, a private investment company with former executives from telecom giants such as AT&T, Centurylink and Wave Broadband. Following the acquisition, Ziply inherited around 500,000 customers and an employee count of approximately 1,000.

The Good

Ziply Fiber provide Internet and phone services to residential homes, small business and enterprise. They also have wholesale offerings but the focus of this review will be on their residential Internet services.

Even though the new name implies Fiber they do still offer two types of Internet service, DSL and Fiber. The DSL service is provided over existing telephone lines and the fiber service is provided over their extensive fiber network. They have committed to building out the existing fiber network footprint by a factor of 3 and to provide fiber access to over 1 million homes and business across Washington, Idaho, Oregon and Montana. This shows their commitment to the fiber market and hence the focus of their business name.

Like most other Internet Service Providers (ISPs) pricing for the first year is discounted. The DSL Internet package, with speeds up to 115Mbps (speed will depend on yor location), starts at $35 per month plus taxes and fees. Fiber Internet starts at $20 per month for the 30/30Mbps plan, $40 per month for the 100/100Mbps plan and $60 per month for the 1/1Gbps plan. All pricing is before taxes and fees. Pricing also is based on paperless billing and autopay setup. If you opt out of those options it will add another $6 per month to your bill ($3 per option).

Signing up for service is very straight forward through their website, or alternatively you can call them. Once you select the Internet plan of your choice you get the option to use their WiFi router device for an additional $10 per month. You can also select to use your own device. At the time of writing they offer free contactless installation (due to COVID-19) so they take the relevant precautions like wearing masks, gloves, and shoe coverings during installation. You also get the option to add home phone service for $10 per month. Home phone service includes unlimited local and nationwide calling, plus 20+ features included.

You can download the myZiply Mobile App from the Google or Apple App stores. This gives you the ability to manage your account directly from your smartphone, including things like updating your contact information, viewing and paying bills, and contacting support.

The website has an easy to use support section split into their main market segments, which are home, small business, enterprise, and wholesale. The home section is nicely split into sections such as account, billing, Internet, phone, TV, and troubleshooting so you can quickly narrow down your search. They do have an automated troubleshooting tool if you are having issues with your Internet. This is a nice option if you don't want to contact support directly. They also have a support wizard tool to help you troubleshoot issues with any of your services. Customer service is available via phone if needed.

Additional services available to home users include the Ziply Password Manager and Ziply Device Safety plans. These options allow you to safely store your passwords and to protect your devices from scams and online threats. You can protect up to 10 devices with their privacy tools.

For completeness, here is the current pricing for small business Internet service. DSL starts at $70 per month, fiber plans start with a 50/50Mbps option at $75 per month, a 300/300Mbps option at $129 per month and the 1/1Gbps option starting at $375 per month. This pricing does not include taxes and fees and is the pricing for the first 12 months of service. Standard rates apply after the discounted rate is up.

The Bad

The pricing is very clear for new customers signing up and for the first 12 months of service. After that it states standard pricing applies but these rates do not seem to be available on their website currently. It may be worth contacting them directly to find out what you will be paying once the discounted timeframe is up.

Like any acquisition there will likley be some initial teething problems. Taking over 500,000 customers is no easy feat. We would expect there to be some issues as they transition customers to their new processes.

From their usage policies it is noted that you cannot use a static IP address with their service. It is uncommon for someone to need this feature but if you do we would recommend checking before signup.

The Bottom Line

Ziply Fiber provides Internet and phone services to Washington, Oregon, Idaho and Montana homes and businesses.
Home DSL Internet pricing starts at $35 per month for new users and states speeds up to 115Mbps available. The speed will depend on your location.
Home Fiber Internet services start at just $20 per month for the 30/30Mbps speed plan, $40 for the 100/100Mbps plan, and $60 per month for the 1/1Gbps plan.
All pricing is for the first 12 months and is before taxes and fees. Standard pricing applies after the first 12 months but it is unclear what that is currently.
You can add on unlimited home phone service to your home Internet service for an additional $10 per month.
When you sign up you have the option to select the Ziply WiFi modem/router device for an additional $10 per month or to use your own device.
Business Internet services start at $70 per month for DSL, and range between $75 per month and $375 per month for the 50/50Mbps plan to the 1/1Gbps plan.

Overall Thoughts

Ziply Fiber is driven by an experienced group of telecom veterans who know the broadband business. This provides us some confidence in them taking the existing Frontier business in Washington, Oregon, Idaho and Montana and improving it. They have committed to tripling their network footprint and investing $500 million into this business.

Based on our experience of many VoIP provider acquisitions over the years we fully expect some teething problems as they move customers from existing Frontier processes to their own. Hopefully these will be minimal and they can push forward and provide a great Internet service option to homes and businesses in the Pacific Northwest region.

All User Reviews

Ziply Fiber reviews are listed in chronological order.

(1)

Number 7 : NOV 22nd, 2023 : Jhoanna (WA)

Recommended: No

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Title: Terrible Experience with Ziply Fiber - Avoid at All Costs. I had the misfortune of using Ziply Fiber for internet service. From start to finish, it has been an utterly disappointing and frustrating experience. I want to share my ordeal with Ziply Fiber, hoping others can avoid the same problems. First and foremost, the equipment I rented from Ziply Fiber was returned promptly and in perfect condition. However, despite numerous promises and guarantees from their customer service team, I am still waiting for a refund for the equipment. It's unacceptable that they have failed to fulfill this fundamental financial obligation and refund funds that they did not earn. Speaking of customer service, Ziply Fiber's is abysmal. Their support team seems utterly incapable of answering questions or resolving issues. It's as if they need more training and knowledge to do their jobs effectively. I've spent countless hours on the phone with them, only to be met with vague responses and empty promises. They need to be more staffed or adequately trained, or both. To make matters worse, the internet connection provided by Ziply Fiber is nothing short of a nightmare. It's precarious, with frequent outages and painfully slow speeds. I signed up for their service, hoping to enjoy a reliable and fast internet connection, but I have been sorely disappointed. Streaming, online gaming, and even basic web browsing have all been marred by constant disruptions. In summary, my experience with Ziply Fiber has been a complete disaster. From the failure to refund my equipment deposit to the ineptitude of their customer service team and the woefully unstable internet connection, there is nothing positive I can say about this company. I strongly advise anyone considering Ziply Fiber to steer clear and explore other, more reliable options. It's a shame that a company with such potential has disappointed its customers so profoundly.

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(2.1)

Number 6 : JAN 29th, 2023 : Roy (WA)

Recommended: No

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Company is incompetent. Cannot fix problems even with multiple attempts. "Fix" lasts one day (or less), then problem reoccurs. Getting a hold of tech support is difficult - the only phone number on the bill is incorrect, long waits not uncommon. Doesn't matter though as they won't be able to fix problem anyway.

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(3.6)

Number 5 : NOV 13th, 2022 : Amanda (WA)

Recommended: No

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I never should have switched my Internet to Ziply. I jumped at the opportunity to do so because it was a chance to not give money to Comcast. It was a problem from the beginning. First I got faulty equipment. Had to wait for a new one to arrive before I could finally get my new network up. Took almost two weeks. In the nine months I've had Ziply, my Internet has gone out for DAYS on at least three separate occasions. I work from home and this has repeatedly caused major disruptions and put me into a very difficult position dealing with critical client meetings I'm having to scramble to prepare for or reschedule because my Internet is unreliable as hell. To make matters worse, the fiber isn't even through Ziply, apparently, and some third party company owns the lines, and they're not 24 hours. They're 8-5 so if I discover my Internet is out at midnight, I can't even get a ticket going for 8 hours and if I'm lucky, someone will be out the next day, hopefully. Not usually that lucky. It's happened because of faulty equipment, and at complete random times with no real explanation. I just spent three DAYS without Internet, got it back up two days ago, and now it's down. AGAIN. In the years I had Xfinity, I NEVER had this problem and if anything did happen with my connection that required their intervention, I could do that 24/7 and it was fixed within minutes. Not DAYS. And I could actually use the Xifi app to fiddle with my network controls on my phone, which I can't do with Ziply because the Ziply isn't actually Ziply so their app doesn't work with my hardware. Because of course, let's throw that on top. Why not, at this point? Maybe next my router will spontaneously combust and I'll have to sacrifice my firstborn to summon a demon from the 9th circle of hell to get a stable, reliable Internet connection. Now I get to go crawl back to Comcast. Uuuuugh.

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(1)

Number 4 : OCT 24th, 2021 : Jonie (OR)

Recommended: No

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Tried their free month. Not impressed. Service was no faster, no cheaper. We therefore cancelled but continued to receive bills for 4 months. Several hours of phone calls (mostly being on hold) and monthly calls to ask them to straighten it out. Each time they assured us it was taken care of and that we didn't owe anything. Next thing we know they have reported it to credit agencies. We called again and even though there are notes in their system indicating that what we said is true, they were unwilling to do anything to resolve the issue. DO NOT USE ZIPLY!

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(2)

Number 3 : JAN 15th, 2021 : Eric (ID)

Recommended: No

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I can't rate the speed or anything other than Customer Service which should be a negative number. The reps are very friendly and helpful, but there is a serious problem in their system. I have had five failures for an installation technician to show up for a scheduled install.

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(2.5)

Number 2 : DEC 17th, 2020 : Bud (OR)

Recommended: No

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God forbid you ever need to contact support. You will have to talk to at least 3 different people to reach someone who can help you. The support number DOES NOT connect to FIOS support which then requires transfer to someone else. The same holds true for their online chat which also does not connect you with the appropriate department. When you finally get through the third transfer, the chances that you will be helped is less than 50/50.

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(2.3)

Number 1 : DEC 14th, 2020 : Dirk (WA)

Recommended: No

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Do not do business with Ziply. I initially signed up for Internet service with Frontier, who were bought out by Ziply. No big deal, I thought. However, I had more and more connection issues after the change. I contacted them about upgrading my speed, and was told that it was not available in my area. OK, I get that and I upgraded with a different service provider, who could meet my needs. However, Ziply did not make the change seamless. Instead they informed me that they would charge me for canceling my service. I was absolutely blown away. Who operates a business like this. Be warned, do not sign up with a company who provides an inferior product and then charges you to end the service.

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Disclaimer: The opinions, views and ratings expressed in these reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.

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