Miscommunication and the promises of greatness

Help and support
1

So Yayzi team, must and met I do not understand the requirements that lead to the network upgrade as they have not been clearly communicated in an official form, But i trust they are/where necessary.

However my biggest problems have come about the implementation of work. and the issues that have arisen that have affected me financially and caused delays problems for my clients.

The communications i have received are varied and slightly vague.

Mon, Nov 18, 7:45 PM “Yayzi Broadband - Network Upgrades”
Explaining that traffic shaping was in place between 5pm and 10pm. (peak hours)
With the promise of… quote: “an incredible network upgrade that will bring huge benefits for you!” described as " this upgrade will deliver lower latency, improved peering, and a smoother overall experience". My question here is what is the huge and exciting benefit to me? i don’t care about Yaytzi’s rapid growth, as a customer i care about my individual service (sorry).

Wed, Dec 4, 9:55 PM “Exciting News: Major Network Upgrade and Migration!”
Yes… really exciting. just provide me internet that i pay for please…
This email explained timeline, static IP changes and others.

Fri, Dec 6, 5:39 PM “Yayzi Broadband - Network Upgrades”
Yey…ziii… Told that my speed would be reduced to 250mb. Fine, i can work with that. no worries, i wont have to reboot my router, wont have any downtime longer than a few minuets as previously told.

Okai, So what are the tangible benefits i will receive from this network upgrade that has been worth 5 days of severe degradation of service and false promises that i wouldn’t have to do anything. I have had to reboot my router 6 times.
MY speeds have never been close to 250mb, yesterday they where 40mb. today less than 1mb and i cannot work.

When emailing support i get this response:
“As we have communicated over several emails the speed management has been put in place to stabilise the connections of all customers whilst we enter the final stage of the network migration, this is going to continue for a few days whilst we allocate the old network resources into the new network.”

When i remind them they communicated 250mb. I get this non answer:
“We are expecting the speeds to be back to normal by the weekend as we can allocate the previous network bandwidth to the new network as migrating are coming to an end.”

Anyway, since Yayzi has no complaints process published online, and no contact for complaints. I’m left to post this here and be smelled by those defending Yayzi or whatever. But i believe the level of communication has been great up until the shit hit the fan, and the promises of service where not delivered, instead of admitting this and communicating out about the issues and giving real expectations of services, what we got was Yayzi making its customers angry by not being seen as transparent.

The email on Mon, Dec 9, 11:16 PM titled " Good News: Slightly Ahead of Schedule (Yes, Another Email… Sorry!)"
This was misleading and not genuine as small hickups was not what i experienced.

Please can someone from the Yayzi team provide complaints process or contacts as i have searched and cannot find it.

2 Likes
2

These are not a Yayzi issue, if you use a residential connection for business purposes and monetary gain with no guaranteed SLA then that’s on you. It really is that simple. Read the T&Cs

The service hasn’t been great but its being worked on. Email [email protected] to complain.

2 Likes
3

i understand its not a business lease, i didnt say i wanted compensation. im explaining the effects this has caused.

1 Like
4

Please advise where you found the support contact to be the offical complaints process? Do you work for the Yayzi?

5

Are you after compensation for section 7.2?

7.2 We will do our best to keep you online and will respond as quickly as possible to any network outages or faults to help reconnect you. However, we do not guarantee or commit to providing a fault or error free service, or that you will have uninterrupted internet access.

8.2 The services may not be used for the purpose of running a business from your home and may not be used regularly by guests in place of their home or office networks if using the services in connection with their employment or any business activities.

Excluded loss

12.5 We shall not be liable for the following loss or damage:

(a) loss of or damage to data or information;

(b) loss of or damage to business (including loss of contracts, profit, revenue or damage/impairment to goodwill);

(c) loss of income;

(d) loss of your time;

(e) for, and related to, failure of any alarm system or monitoring device, platform or system (including to detect threats to property or person) or any other services, goods or equipment (physical or digital) not provided by us which you use or access through the services or over the network.

Would you like me to point out more from the terms that we agreed to?

Compensation in my opinion given the terms would be discretionary rather than requirement since they do not guarantee a fault free or uninterrupted internet access :slight_smile:

1 Like
6

@Yayzi_Team

7

stop copy/pasting this, i never asked for compensation.

1 Like
8

For complaints please email [email protected]

2 Likes
9

I’d also read section 8 too, running a business from your home :slight_smile: and loss of finances. This is not covered. So what’s the point of the post?

10

Regardless of the terms and conditions the website clearly states on the details of the 1.2gb package “Speed guarantee - 900mb/s on wired connection". While this may not be backed up in the Ts&Cs it is certainly misleading.

1 Like
11

its my point to make.

1 Like
12

How can you not find the complaints process? It’s literally on the landing page of the main site at the bottom.

IMG_0228
IMG_02282224×1668 376 KB

1 Like
13

Thank you for pointing this out. i missed it because i went to “Get in touch”.

14

image
image1320×2868 386 KB

Email: [email protected]

1 Like
15

thank you!

1 Like
16

Hi Briggsy,

As an Cityfibre reseller ourselves (but only for Business leased lines) there are certain rules/regulations around complaints processes for residential so I’m a little surprised that Yayzi staff are not directing you down the official route as per their T’s and C’s.

I’ll surmise as follows as I’m also looking at this myself (as a Yayzi customer):

  1. Email an official complaint to [email protected]. They aim to respond within 2 business days.
  2. You can also write to them at Complaints Dept, Yayzi Broadband Limited, Unit 5 Britannia Court, Copse Road, Fleetwood, FY7 7FY.
    [Make sure to provide them with your account number, full address and contact details].
  3. If you complaint is not dealt with/settled within 8 weeks than you can raise an independant complaint via CISAS. For home/small business customers CISAS will deal with any complaints without charge.
    This can be done online via the cedr.com website.
    Alternatively CISAS can be contacted via:
  • Phone: 020 7520 3814
  • Email: cisas [at] cedr [dot] com
  • Post: 100 St. Paul’s Churchyard,London, EC4M 8BU, United Kingdom

PLEASE NOTE: You must exhaust the official Yayzi complaints process before involving CISAS but at least you know have all the relevant options available to you Briggsy.

Andy.

3 Likes
17

'This is great! thank you! i will do this.

18

You understand the difference between using the internet to run a business and using it for work that you are employed to do, don’t you?

Running a business in the T&C’s refers to self employment or a business you own - not for working from home as an employee.

1 Like