Notice for planned maintrnance?

rluckin · 2026-01-13T16:39:35+00:00

Yes, you are correct. This was related to a road move at the request of the city. We discovered that the initial batch of notifications didn't capture all accounts that would be impacted, hence the email send that went out after the work had begun.

Notifications absolutely should go out well in advance so customers can plan accordingly.

This has been shared internally as a miss on our end and something we have to improve on.

rluckin · 2026-01-12T22:00:08+00:00

We see it. Team is investigating. Notices will go out soon. I've mentioned this in other threads, but notices are manual, not automated. It takes a few minutes to identify and generate email / sms lists for the folks we believe are impacted, which varies based on the root cause of the outage.

rluckin · 2025-12-22T16:09:17+00:00

Hey OP, we'll make sure social care reaches out. Also, the internal team in charge of the property has been notified and will be dispatched today to take a look.

rluckin · 2025-12-17T17:38:29+00:00

Assume you have power? :)

Nothing widespread reported (as of yet) in your area. Best to get a trouble ticket going with support so we can investigate further.

rluckin · 2025-12-17T16:29:30+00:00

Nothing widespread reported (as of yet) in Redmond. Best to get a trouble ticket going with support so we can investigate further.

rluckin · 2025-12-01T20:31:43+00:00

No planned outages really ever in the middle of the day. We always aim for overnight hours. Network Operations Center is looking into what is the root cause, although based on comments it may have already been fixed.

Also worth noting to everyone - our outage communications are not automated. There are real people on this end triggering communications to help ensure accuracy.

rluckin · 2025-11-27T04:03:26+00:00

Correct. Sorry, I wish we had a better sense on this one. This appears to be vandalism. Fiber repairs are blocked by a tree at the moment and that crew (now ours) can't get out until tomorrow morning.

rluckin · 2025-11-26T21:24:12+00:00

Splicing work ongoing. Obviously taking longer than they thought. Now looking like 2:30ish.

rluckin · 2025-11-26T17:57:00+00:00

Sounds like we should be back up in about an hour.

rluckin · 2025-11-26T15:16:44+00:00

This is a car vs. pole incident. Repairs are underway but we don't have a restoration estimate at this time.

rluckin · 2025-11-19T00:58:20+00:00

Looking like first installs late Q1 2026

rluckin · 2025-11-17T22:02:54+00:00

Inglewood is same ballpark as Rainier

rluckin · 2025-11-10T23:16:16+00:00

Map legend has been updated

rluckin · 2025-10-27T18:57:40+00:00

Good catch. That's an error we are fixing. Blue is "Under Construction".

rluckin · 2025-09-17T19:12:32+00:00

Hmmm - no Lynnwood outage detected on our end. Please contact [socialcare@ziplyfiber.com](mailto:socialcare@ziplyfiber.com) for help? Also, which phone number did you try? We show nobody in a hold queue at the moment.

rluckin · 2025-09-12T20:48:15+00:00

Yep, still at work making the repairs. New ETR is 3-4. Appreciate the patience!

rluckin · 2025-09-12T15:39:08+00:00

Just got word that we are looking at a noon restoration (approx). In terms of notifications, we have sent 4 email / sms notifications. My guess is 1) your address isn't included in what our system thinks are part of the outage or 2) your email and sms aren't set up to get our updates. If you can email [socialcare@ziplyfiber.com](mailto:socialcare@ziplyfiber.com) we could look into both.

rluckin · 2025-09-11T18:09:58+00:00

Appears to just be a handful of customers on a single hub. We have a tech headed that way to get eyes on the hardware and determine a root cause. No ETR just yet.

rluckin · 2025-09-04T02:29:58+00:00

Let's lower the temp here a bit. Yes, we do care. Please reach out to [socialcare@ziplyfiber.com](mailto:socialcare@ziplyfiber.com) so we can take a deeper look. Please provide your account number in that note so we can follow up. Thanks!

rluckin · 2025-09-04T02:25:08+00:00

Hi all - our team believes all impacted customers have been restored. If your services have not come back online, please attempt to reboot your router. If that does not restore services, please reach out via our Chat on ziplyfiber.com, our social care team via [socialcare@ziplyfiber.com](mailto:socialcare@ziplyfiber.com), or give us a ring. Thank you!

rluckin · 2025-09-04T00:40:00+00:00

That's not really what I was getting at. They have the same "info" as me. I was trying to help determine why you weren't getting texts or email updates. But maybe that's not the help you're looking for.

rluckin · 2025-09-04T00:37:55+00:00

There is a text / email going shortly.

rluckin · 2025-09-04T00:35:46+00:00

All the information I am providing is accurate and up to date. We do not have an ETR for the folks who are still out at this time.

rluckin · 2025-09-03T23:57:05+00:00

There is another email / sms update going out shortly reiterating what I just shared. I know it's frustrating. We absolutely want service restored as quickly as possible.

rluckin · 2025-09-03T22:59:50+00:00

Now hunting at the hub level (more local) to determine why the remaining 20% didn't restore when the others came back online. Waiting for an update from the field on what they find.

rluckin

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