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The original was posted on /r/ziplyfiber by /u/CommonAdvanced1273 on 2024-08-21 03:32:48+00:00.

I’m writing this post to share my recent experience with Ziply’s speed upgrade. 

TL;DR: 

Despite some initial bumps—such as miscommunication, lost internet, and a technician no-show—I ultimately had a great experience and received the upgrade on time. Huge thanks to John (u/jwvo) for stepping in and ensuring the upgrade happened. As long as Ziply has passionate tech enthusiasts like him, I’m confident the company will thrive! 

Longer Version: 

It took me some time to decide to upgrade, and I hoped for a smooth experience. It started with a call on Wednesday to initiate the process and schedule a meeting with the technician. I was clear from the start that my wife and I work from home and need stable internet for our jobs. We agreed on a Friday time slot to avoid work interruptions. 

Bump #1: The salesperson assured me that nothing would change before Friday, but while we were talking, I lost my internet connection! I reported this issue and was redirected to tech support, which took about an hour to resolve. The technician mentioned something about my account changing services and getting deactivated—a very weird coincidence. Fortunately, we were between meetings at that time. 

To get the full picture: I discovered that Ziply offers weekend visits, so I rescheduled the appointment to Sunday. The next salesperson was very helpful and quickly changed the date. Huge plus for Ziply for offering this option! 

Side Note: I’m a 30-year-old kid who gets very excited about technical stuff. While waiting for the upgrade, I cleaned the garage (where the original modem was located), ordered the required equipment with fast shipping (they need an SFP+ router, I needed to add NIC with this port), and started re-configuring my network for the new setup. On the day of the appointment, I woke up early to walk my dog so I would be back on time (the slot was from 8 am to 12 pm) and awaited the technician. My excitement even inspired my wife to bake a cake for the occasion. 

Bump #2: At 11:40 am, I called Ziply to check on the technician’s status since they always send an SMS 30 minutes before arrival, and it was already late. I learned that the appointment was canceled and that Ziply had tried to contact me unsuccessfully. By the way, my phone number and email are up-to-date and ‘verified’ on their website, and I hadn’t missed any calls or received any emails or text message about this. During the call, I was also informed that they needed more time, and a new visit was scheduled in 2 weeks. This was a huge disappointment as I had been very excited about this project and wasn’t aware of the long waiting period. 

At this point, I reached out to John (u/jwvo) with a description of the situation similar to what I’m sharing here. He replied within less than 2 hours and was at my house a few hours later to help with the upgrade. It went smoothly (I’ll make a post about the technical details later, such as the pfSense configuration), and by 7 pm I was able to run speed tests. John also promised to investigate the case to ensure it doesn’t happen again. 

Overall, I was extremely impressed by how things turned out and want to thank John (u/jwvo) again for his help. 

(*) John unfortunately did not want to try the cake. It was delicious!

(**) I had it only for 2 days but really enjoy this new speed!