UK ISP Yayzi Move CityFibre Broadband Customers to Zen Internet UPDATE
Retail internet provider Yayzi Broadband has today suddenly started informing their residential broadband customers, specifically those served using CityFibre’s national Fibre-to-the-Premises (FTTP) network, that they’re being “transferred” to UK ISP Zen Internet. We’ve also had this confirmed by one of Zen’s support reps.
In a brief email to customers, which took some of them by surprise, Yayzi claims that the “change is part of our commitment to ensuring you continue to receive fast, stable, and high-quality broadband“. However, transferring your customers into the ownership of an entirely separate ISP does tend to suggest that something may have gone wrong, rather than right, for the company.
Questions started to be raised after some of Yayzi’s existing owners set up a new provider called nufibre earlier in the year (here), which seemed to be offering the same sort of packages and targeting the same sort of customers as Yayzi. Since then, the nufibre branding has been seen elsewhere within Yayzi, although the new provider has yet to go fully live.
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Suffice to say that many customers were already expecting to be shifted over to nufibre at some point, but instead quite a few of them will now be going to Zen Internet.
Copy of Yayzi’s Email (Personal Details Redacted)
Dear xxxxxxxxxxxxxxxxxxxx,
We’re writing to inform you about an important upcoming change to your broadband service.
Yayzi Broadband customers currently connected via the CityFibre network will soon have their service transferred to Zen Internet — a highly respected UK provider known for its award-winning customer support, reliability, and technical excellence.
This change is part of our commitment to ensuring you continue to receive fast, stable, and high-quality broadband.
Why Zen Internet
A Which? Recommended Broadband Provider, Zen has built a strong reputation over the last 30 years for delivering exceptional service, with a focus on performance, support, and customer satisfaction. We’re confident they will continue to provide you with a great experience, just as you’ve come to expect from Yayzi.
What you can expect:
• No action is needed on your part.
• No immediate changes to your current speed, package, or price.
• Zen will contact you directly with full details about your account and next steps.
• The transfer will be smooth and with minimal disruption to your service.Looking ahead
We want to take this opportunity to thank you for being part of the Yayzi journey. From launching the first multigig services on the CityFibre network to growing our community of customers, it’s been an honour to serve you.
Need help or have questions?
We’re here to support you throughout this transition:
Yayzi Broadband: Email hello@yayzi.co.uk or log in at https://my.yayzi.co.ukZen Internet: www.zen.co.uk/live-chat
Thank you once again for your support and loyalty. We’re confident you’ll be well looked after by Zen.
Warm regards,
Martin Gardner
CEO, Yayzi Broadband
We’ve contacted Yayzi’s CEO in the hope of gaining some clarity over their decision to do this.
UPDATE 5:03pm
Some of Yayzi’s customers have received a curious follow-up email, which indicates that those on other networks (non-CityFibre) will shortly be moved to nufibre.
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Copy of Yayzi’s Email
IMPORTANT: Yayzi / NuFibre Update
Dear xxxxxxxxxxx,
We’re writing to inform you about an important upcoming change to your broadband, you may have just received an email regards CityFibre customer moving to ZEN, but due to the number of messages we are receiving it seems fitting to cover what’s happening.
Looking ahead
We want to take this opportunity to thank you for being part of the Yayzi journey. From launching the first multigig services on the CityFibre network to growing our community of customers, it’s been an honour to serve you.
This isn’t the end — just the next step. The Yayzi team is moving forward as nufibre, where we’ll continue to innovate and expand broadband services across the leading UK networks.
You’re welcome to join us if that’s your choice to continue our journey together onto bigger, better, faster broadband.
If you decide independently to move to Nufibre the price, contract, packages will remain the same and for some will be able to upgrade to XGS-PON for faster speeds up to 2.3Gbps.
Nufibre will be PPPOE to start moving to DHCP /48 and IPv6 ready with static IP from day one.
Please continue to make payments as normal as this process can take a few weeks, all system has been put in place for minimal disruption.
If you’re a customer with us on Openreach, Virgin, MS3, Freedom Fibre, FullFibre, or other networks, you’ll be moving to nufibre soon. We’ll be in touch with more information soon.
We’re here to support you throughout this transition:
Yayzi Broadband: support@yayzi.co.uk
Thank you once again for your support and loyalty.
Warm regards,
Martin Gardner
CEO, Yayzi Broadband
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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This is anger inducing. I don’t want to be with Zen. I would have rather they ported me over to Nufibre than Zen. One of the main annoyances is I have a £29 per month deal for 1.2up and 1.2 down that I took out as an introductory deal with them. I highly doubt Zen will honour this deal so will likely give me a sudden – we’re increasing your prices to £55 per month or something like this to welcome in Christmas
If you are still in contract they should either honour that contract or allow you to leave penalty free.
“No immediate changes to your current speed, package, or price.”
So not expected. Also they would only be able to make changes as set out in your contract, if the terms are that lax that it could have happened anyway I’m not sure what to say?
Its not a contract, more a gentleman’s honour agreement as Yayzi said in their opening offer to get people to sign up with them on this deal that they would not increase their prices until at least September 2027. So its totally unenforceable and totally something Zen would quickly break.
Zen’s most-fundamental long-term people objectives are “Happy staff”, “Happy customers”, and “Happy suppliers”. Unlike most of the rest of the industry, we don’t impose either mid-contract price hikes or massive out of contract price hikes. So you can rest assured that you won’t be hit by any unwanted Christmas presents.
Very much looking forward to welcoming the Yayzi customers on the CityFibre network to Zen.
Richard Tang, Founder & CEO, Zen
I’ve been very critical of Zen’s telephone service but for internet access they’re still one of the best. I’m interested to know why you wouldn’t want their service, when it seems you can get it with symmetric speeds and at the same price as your current service.
I’m currely having to use Zen with a 40/10 VDSL connection as that’s all Openreach can provide. A relative in the Trooli area who signed up to Zen’s cheapest service gets 150/150 for the same price!
I made a forum thread about this on YayziTalk as soon as the first e-mail went out, and the thread has now been deleted after getting 20 replies of everyone being confused and caught out. What the hell is going on here?
Sadly at those unsustainable price points, that most likely the reason that things have gone south in the first place.
Indeed. Anyone can give something away, building a financially stable non-basket case is a different matter entirely.
The follow up email also seems to be getting sent to customers that have previously left Yayzi! I left months ago when the initial rumblings of what would happen to Yayzi once NuFibre came on the scene, this and the issues Yayzi were having at the time regarding the geolocation of IPs and the issues they had following some sort of migration were enough to make me jump ship to a more established ISP.
The second email is even more confusing. So all but CityFibre customers are being moved to Nufibre. CityFibre customers are moving to Zen unless they independently opt to move to Nufibre. Very odd. Are they just trying to generate some capital from the sale of a bunch of accounts to Zen?
The emails sound like Yayzi is being wound down. The beginning of the end of many of these unprofitable niche ISPs and network builders that had no sustainable route to profit is now on the way I think, and we’ll be seeing many more news articles of this nature going into 2026
Obviously they screwed up with Yayzi and now the same owners and team want to ditch it and start over with nufibre.
What a mess. They should be stopped from running another ISP and any customers that’ll be migrated over to nufibre should just go elsewhere asap.
Does anyone know what our rights are for moving from one provider to the next? I’m with Yayzi and being transferred to Zen.
Not happy about it and want to leave Yayzi/Zen. Technically my contract with Yayzi doesn’t end until May. Do I have any rights or am I obligated to stay with Zen post-yayzi transfer?
It was confirmed in the discord by Martin that you can leave penalty free
Don’t forget that when Liam left after City Fiber ‘allegedly’ put Yayzi on a stop sell 12 months ago due to non payment and forcibly migrated the back end to Exascale (do we need another allegedly?), he set-up olilo which – just like NuFiber – is Yayzi in all but name. Neither of should be running an ISP based on the track record they have, in fact since they forcibly migrated us to Exascale 12 months ago it’s been drama free, fast and reliable, something that really couldn’t be said for the year previous when static IP’s changed regularly, back end migrations were plentiful, geo-location issues the norm multiple times, and who can forget the fiasco of that migration in the lead up to Christmas where the ‘reduced speeds’ we were promised during the migration were literally slower than dial-up. I posted a thread on the forums months ago asking about the future and even joked we’d wake up one day to find ISP review telling us we had been sold off to someone, it took Martin 2 weeks to delete it without reply, and here we are today – do I get commission for the idea?
For the record, it’s lovely to see Richard’s comment above, but it’s not exactly ‘we will honor your contracts and speeds till 2027 as promised’ so forgive me, but while Zen are a decent ISP, they aren’t without drama or making sweeping changes to long standing commitments since his return, which in itself ended in a tribunal, and the poorly communicated policy change on changes to free fixed IP’s and subsequent sell off of the ranges Zen owned amongst other assets that I understand were then rented rather than owned. Zen of today isn’t Zen of old on many levels, and at the most basic level PPPoE on my UDM-SE sucks (not Zen’s fault), which is why DHCP was the preferred option, and like many i’m on a 1.2/1 service – the Yayzi announcement was reported on this very site – for a grandfathered price of £29.
Where does that leave us? Well Richard’s comment is the closest we have had to an official comment from Zen, so with the use of cashback sites, anyone on CF can get 1/1 from Sky (DHCP) for under £16/m for 24 months (subject to price rises) including the cashback, the other Martin at Aquiss is doing a decent deal for 12 months, and is as knowledgeable as he is helpful, all be it PPPoE, anyone in the same boat may find it better to jump before you are pushed.
Yeah I saw this email yesterday and tbh I am Not happy. I used the Reddit deal and I had a feeling zen won’t honour this when we move over. Time to look into others I think
Since the shock email from Yayzi last Thursday, has anyone had any contact or emails from Zen Internet? Do you know when we’re supposed to move over to the new company?