My upgrade not connected

Help and support
1

I have had City Fibre put in a new internal box to recieve the 2gb speed and its showing all 4 lights are lit up so the connection is into the box. It the router settings are blank no gateway ip or anything. The router is a Tp-link EX820 AX6000 dual band . Can you help to set it up so i can get online.

Thanks
Stewart

2

You not the only one all early adopters are without Net Yayzi is working on getting it sorted.

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3

Hey!

We are aware of an issue on the upgrades, we’re working so the CityFibre to get this sorted as a matter of urgency!

Thanks,
Yayzi Support Team

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4

City Fibre left saying the problem is at your end as its ok upto the house.
There no ip on the roiter and it is not automatically finding it. Need this sorting please.

5

Hi Stewart,

This is most definitely a CityFibre issue, they haven’t ceased the previous connections from the upgrades.

But we are working with them to sort.

Thanks,
Yayzi Customer Support

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6

Could you send me my static ip and anything for the router to connect .

7

Hi Stewart,

You’ll need to ensure Dynamic IP and VLAN 911 is enabled on your end.

That’s how you’ll pick the static IP up.

Thanks,
Yayzi Customer Support

8

Yes that is so theres a problem with the commwctoom at yoir end

9

Hey Stewart,

We have to wait for CityFibre to release your old line after the regrade, we are working with them to get this sorted quickly and we have got people sorted already, there is quite a list for us to work through with them, so I apologise for that.

Thanks,
Yayzi Support Team

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10

So about my upgrade tomorrow… Is this going to break my connection then or have you addressed the process?

11

Hey!

It will definitely cause a few hours downtime between CityFibre ceasing your old connection and the new provide going life. But we are prepared this time!

Thanks,
Yayzi Support Team

1 Like
12

Coolio. All we ask for is a bit of progress.

13

Not sure what ceasing the line is but when City Fibre left yesturday the line into my house they told me was live. But needed Yayzi to activate it.
The line went off at 8.00 am yesterday morning before City Fibre arrived. I not sure why this was ,had Yayzi stopped it or is it a fault with the line before they arrived?
I need some clarity on when you expect me to be back online even if you revert back to 1gb pro that I had working previously.
I am a disabled man who has cancer and is having chemotherapy and this is a life line. So can you help to resolve this fault asap. I don’t care how yoi achieve this but please get me online today.
Thank you

14

Hi Stewart,

Please give your router a reboot and you should now have a connection. - They stop the lines before they arrive, ready to swap the equipment and then install new equipment usually you’d be ready to go pretty soon after but as this is a new product with CityFibre there seems be to some teething issues.

Thanks,
Yayzi Support Team

15

I have rebooted the router and tried the setup in the router which comes up with. Sorry Internet not connected. Please reconfigure your parameters. If the problem still exists,please contact your ISP.

Which i am doing.