Ziply Fiber Faces Renewed Scrutiny Over Prolonged Outages and Communication Deficiencies

Portland, OR – Internet service provider Ziply Fiber is drawing renewed criticism from customers experiencing extended service disruptions and a perceived lack of communication. Ken Yeung, a customer, recently voiced his frustration on social media, detailing an internet outage that has lasted over 36 hours, preventing him from working, and citing "zero communication" from the company. Yeung's tweet, posted on September 6, 2025, highlighted the ongoing issue, stating: "> @ZiplyFiber is horrible. Internet outage for more than 36 hours, preventing me from doing any work. Zero communication from them about update. When they want to send technician to check my modem, I have to wait to tomorrow...now 48 hours since outage. Frustrating."

The recent complaint echoes a pattern of customer dissatisfaction regarding Ziply Fiber's service reliability and responsiveness. Reports from platforms like Downdetector and Trustpilot frequently show users reporting outages and expressing frustration over inadequate updates from the provider. This sentiment was particularly evident during a significant outage in May 2025, which affected approximately 20,000 customers in the Gresham area and was attributed to "internal systems/equipment issues."

While Ziply Fiber's official help resources suggest checking for known outages and troubleshooting steps, many customers report difficulties in obtaining clear information or timely support during prolonged disruptions. Reddit forums dedicated to Ziply Fiber also frequently feature discussions about sporadic outages and what users perceive as a lack of transparency regarding service interruptions. Some customers have noted that the company's outage status tools do not always accurately reflect localized issues.

The ongoing service concerns come amidst a period of significant corporate transition for Ziply Fiber. In July 2025, the Utilities and Transportation Commission approved the transfer of ownership of Northwest Fiber Holdco, LLC (doing business as Ziply Fiber) to Bell Canada’s BCE Holding Corporation. As part of the settlement, Ziply Fiber committed to maintaining its operating name, initiating no changes to regulated services or billing for one year, and providing service quality credits automatically to customers who experience outages of certain lengths.

Despite the assurances made during the acquisition process, customer experiences like Yeung's suggest that challenges in service delivery and communication persist. Prolonged internet outages can significantly impact individuals reliant on connectivity for remote work, education, and daily activities, underscoring the critical need for reliable service and clear, proactive communication from providers.