Yesterday CityFibre came, installed the ONT has all 4 lights illuminated and said their job was done. Setup the router and have no internet. Contacted Yayzi on WhatsApp who gave me a guide to reset and reinstall the router… still no internet and now no reply from anyone. I am paying for a service that I cannot use.
Not a great first impression especially as now there is no way to contact Yayzi and everywhere seems to be closed on the weekend so am likely to be without internet for 3-4 daus at minimum.
Is there any chance @Yayzi_Team can help at all with this? Order Reference P-03410-3415-27271
I wouldn’t expect them to reply to emails after 5 pm. Yayzi are not a massive ISP, They will likely jump in here and correct me if I am wrong but the frontline support team are only available 9 am to 5 pm, I believe they do work on the weekends as well, so they should reply first thing this morning
Ive just had the same issue. Took me 4 days to get sorted but its up and running now. Stick it out. See my seperate forum post for details.
Email was definetly the best contact method for me.
As for billing they told me I would only be billed from when my connection worked. Ive had an email response this morning so some people may be lurking
It’s a painful process… i have had an email reply this morning asking for pictures which i have sent… no reply as of yet…
4 days seems about what i am expecting, which is not great as i was expected to be working feom home this weekend which will now mean loss of earnings.
It is a shame, since having this issue looking at the forums it looks all too common. It is not good customer service when they give a 5 hour changeover time and now cannot gain internet access for days.
This may well be the case, unfortunately every time i contact Yayzi they ask for something i reply and then am left in the dark with no response.
I was told this morning, just after making this post, that their email support was unofficially 24/7 by Yayzi themselves.
Still no reply after sending images over 4 hours ago, no update on what is going on, no phone number to call and still no internet.
I don’t see how any company should be happy with their service when this happens, especially when by the sound of it, this is a common occurrence.
At this point, I am just a little frustrated!
Edit: Still no reply after contacting their 24/7 support 10 hours ago, considering I was told they are not closed and are still working, another day goes by without communication and in the dark… @Yayzi_Team can someone please tell me what is going on?
Hoping my activation date on the 17th Oct doesn’t have issues, seems to be a number of posts about no internet after joining Yayzi, mind you it took 11 days for giganet to get me up and running after joining them, luckily I still had my BT fttc connection to fall back on.
I believe yayzi aren’t part of the automatic compensation scheme yet but you can contact them to request compensation, you can claim £6.10 for every day your without an internet connection & that includes the missed start date. What I didn’t realize was you can get compensation for missed appointments if an engineer doesn’t turn up, it took 3 attempts for city fibre to turn up to install my fttp connection!
