{"id":33873,"date":"2023-03-10T11:35:56","date_gmt":"2023-03-10T11:35:56","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33873"},"modified":"2023-05-05T08:50:54","modified_gmt":"2023-05-05T07:50:54","slug":"air-broadband-users-hit-with-disconnection-letters-by-cityfibre-and-ofnl","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/03\/air-broadband-users-hit-with-disconnection-letters-by-cityfibre-and-ofnl.html","title":{"rendered":"Air Broadband Users Hit with Disconnection Letters by CityFibre and OFNL UPDATE16"},"content":{"rendered":"

Customers of UK ISP Air Broadband<\/a> (ZYBRE<\/a>) have faced a difficult week after those connected via OFNL and CityFibre<\/a>’s alternative full fibre (FTTP<\/a>) broadband networks received worrying letters from the two aforementioned suppliers, which warned them of service termination.<\/p>\n

In case anybody has forgotten, ZYBRE acquired Air Broadband last November (here<\/a>) – giving them a customer base of 10,000. At the time, AirBB’s most recent accounts<\/a> on Companies House (dated to the end of 2021) noted that the ISP had 14 employees, although their net liabilities had also jumped sharply from \u00a311,240 in 2020 to \u00a3165,948 in 2021 (these are negative numbers).<\/p>\n

Air Broadband is one of several ISPs in the market, like ZYBRE, that has otherwise made a name for itself by selling services (Layer 2<\/strong>) over lots of different alternative full fibre (FTTP<\/a>) networks (AltNets), such as CityFibre<\/a>, FullFibre Ltd, OFNL and many more.<\/p>\n

However, customers on the OFNL side of Air Broadband’s (ZYBRE) service received somewhat of an unpleasant shock at the end of February 2023, which occurred after the network operator issued a letter that said: “regrettably, as of the 17th February 2023, your [ISP] Air Broadband, is no longer able to provide ISP services across the OFNL Network<\/em>.”<\/p>\n

Customers were then told to select a different OFNL based provider because the “Air Broadband service you are currently utilising will terminate on 9th March 2023<\/em>“, while those that fail to do this in time were warned that they “will be disconnected<\/em>“. One of those affected was kind enough to supply ISPreview with a copy of the letter, which we’ve pasted below (personal details redacted).<\/p>\n

\"OFNL-Letter\"<\/p>\n

Naturally, we queried this with OFNL’s support department, which said: “Unfortunately due to the fact the Air Broadband has undergone some issues [customers] will need to change providers. What [customers] will need to do is process a migration to remove Air broadband … but it will take 14 working days. After this, you will need to sign up to a different provider on the OFNL network<\/em>.”<\/p>\n

We asked whether the 14-day window would mean that those taking action this week could face downtime, even when swapping to another OFNL provider, and were told: “Unfortunately yes, it means that you will no longer have broadband after the 9th of March<\/em>,” until the process completes. We have requested an official comment from OFNL on this, but they have yet to supply one.<\/p>\n

CityFibre’s Letter<\/strong><\/span><\/h3>\n

The situation then took another turn after network operator CityFibre<\/a> issued a similar letter to customers of “Zybre\/Air Broadband<\/em>” toward the end of this week, which said that “due to circumstances outside of our control, your Zybre\/Air Broadband service is likely to cease shortly<\/em>.”<\/p>\n

\"CityFibre-AirBB-Letter\"<\/p>\n

The network operator has also set up an FAQ page<\/a> on the matter, which said: “It has come to our attention that Zybre\/Air Broadband is in breach of its contractual obligations to CityFibre and a number of other suppliers. Customers have also raised major concerns regarding the quality of service they received from the company. Zybre\/Air Broadband\u2019s issues mean that your broadband service is likely to cease to work at any time and any Zybre\/Air Broadband installation will not go ahead on the CityFibre network<\/em>.”<\/p>\n

The development with CityFibre only cropped up today and as a result they haven’t yet had a chance to furnish us with an official comment, but we do expect one to follow shortly. Meanwhile, the CEO and Founder of ZYBRE, Jonny Robinson<\/strong>, informed us that “without prejudice<\/em>” their Air Broadband customers “all are moving to zybre and air will likely go into administration<\/em>.”<\/p>\n

In short, the issue largely seems to stem from the AirBB side, although some alternative networks appear to be treating AirBB and ZYBRE as being in the same situation. We understand that ZYBRE has issued some communications to customers on this, but at the time of writing we’ve yet to see one of those ourselves.<\/p>\n

Meanwhile, some details of how the AirBB to ZYBRE migration is being handled remain unclear. For example, at the time of writing, ZYBRE is not listed as an ISP on OFNL’s network (here<\/a>) and OFNL’s support team informed us on 7th March 2023 that “ZYBRE are not on the network yet, so [you] wouldn’t be able to join them today<\/em>.” One issue here is that OFNL typically supplies sites for new build homes, where the alternatives can vary and may be very limited (i.e. what network will ZYBRE put them on and is it still FTTP<\/a>?). AirBB customers on the CityFibre side may also face a similar issue in some specific locations.<\/p>\n

As you might expect, there are quite a few customer complaints floating around on social media (as well as via our inbox) about all this, with some struggling to reach AirBB\/ZYBRE’s customer support team. Ofcom<\/a> are understood to be aware of the problems, and we expect to get a comment from them sometime today. Clearly this is an extremely worrying time for those receiving such letters, and it is a developing situation. We will endeavour to update as more details surface.<\/p>\n

UPDATE 12:08pm<\/strong><\/p>\n

One of Air Broadband’s customers on CityFibre’s network has now been kind enough to share a copy of the email they received yesterday afternoon (9th March) from ZYBRE. But suffice to say that it has caused some confusion, given the latest communication from CityFibre (above), which seems to have gone out at around the same time.<\/p>\n

Copy of ZYBRE’s Email to Air Broadband Customers<\/strong><\/span><\/p>\n

Dear XXXXXXXXXXXXX,<\/strong><\/p>\n

I am delighted to inform you that Air Broadband has been acquired by The ZYBRE group https:\/\/www.zybre.co.uk\/, a next generation provider of residential full fibre internet and entertainment services.<\/p>\n

In these uncertain times, the acquisition by The ZYBRE group is an exciting development for Air Broadband\u2019s customers. As well as amazing Gigafast broadband and great service, ZYBRE offers a complete broadband service proposition.<\/p>\n

These are difficult decisions to make with any company, and Air Broadband\u2019s team have strived to provide customers with broadband service but cannot continue to do so.<\/p>\n

This change is supported by our partner networks, CityFibre, Full Fibre, Prime, VX, OFNL and others and you can contact them also if you which to do so.<\/p>\n

What happens now:<\/strong><\/p>\n

We are working hard behind the scenes to ensure that \u2018business as usual\u2019 continues for your broadband service. Your contract with Air Broadband, and Direct Debit Mandate, have been securely moved to ZYBRE, so you don\u2019t need to do anything. All the support you need will now be managed by the ZYBRE customer team and really you shouldn\u2019t notice a thing except the name on your monthly service bill.<\/p>\n

Should you receive any issues connecting on the day we transition your service over, a quick off\/on of your router should help.<\/p>\n

Over the coming weeks, we will be streamlining our systems and processes to enable the best possible experience for all our customers. In the meantime, you can continue to contact us as follows:<\/p>\n

help@airbroadband.co.uk \u2013 has been redirected to ZYBRE\u2019s service team<\/p>\n

The help line number 01223653400 has been redirected to ZYBREs Service team<\/p>\n

I wanted to take this opportunity to welcome you personally. I can assure you that you will be very well looked after and be able to enjoy the incredible benefits of being a member of the rapidly growing The ZYBRE community.<\/p>\n

Best wishes<\/p>\n

Jonny Robinson<\/p>\n

CEO, The ZYBRE Group<\/p><\/blockquote>\n

UPDATE 12:19pm<\/strong><\/p>\n

We’ve now had a comment from CityFibre.<\/p>\n

A Spokesperson at CityFibre told ISPreview.co.uk:<\/strong><\/p>\n

“Due to circumstances outside our control, Zybre\/Air Broadband is likely to soon be unable to provide its customers with a broadband service. While we will continue to provide Zybre\/Air Broadband with connectivity, we would recommend customers choose a new internet service provider as soon as possible. Switching is quick and easy and customers can find out what providers are available to them by using our postcode checker at CityFibre.com.”<\/p><\/blockquote>\n

UPDATE 2:41pm<\/strong><\/p>\n

We’ve finally got a comment back from OFNL and there’s a bit of good news with respect to the migration process. But concerns are now growing for the other networks that ZYBRE\/AirBB are known to work with.<\/p>\n

Statement from OFNL to ISPreview.co.uk<\/strong><\/p>\n

“These matters are beyond OFNL’s control and that we are working hard to minimise any inconvenience for Air Broadband customers. OFNL will be maintaining services next week while customers work with their new Providers to migrate.<\/p>\n

The 14 days migration period is waived for all Air Broadband customers moving away and we will work with the customers new Provider to migrate as soon as possible. We will take into account the timescales required for the delivery of a new router and to ensure any interruption to the customers service is minimised.”<\/p><\/blockquote>\n

UPDATE 4:49pm<\/strong><\/p>\n

The UK telecoms regulator, Ofcom<\/a>, has now issued a statement on the situation.<\/p>\n

An Ofcom<\/a> spokesperson said:<\/strong><\/p>\n

“We are aware of this issue and in the process of speaking to the network companies involved. We understand they are attempting to contact all customers impacted and trying to avoid people being disconnected.<\/p>\n

Our regulations state that all communications providers must have policies and procedures in place to make sure vulnerable customers are treated fairly. Providers should understand the needs of these customers and make sure they get the support they need.”<\/p><\/blockquote>\n

UPDATE 13th March 2023 @ 10:34am<\/strong><\/p>\n

Some of AirBB\/Zybre’s customers claim to have received a message from the ISP over the weekend (we’ve yet to see a copy of this), which indicated that CityFibre may be issuing a statement reversing their stance on Zybre sometime this week. Zybre has similarly informed ISPreview.co.uk that they hope to have a resolution with CityFibre early this week too, but for now there appears to be no change and we’ve asked for a clarification from CityFibre.<\/p>\n

However, until Zybre issues a detailed statement to clear up the confusion and clarify how they’re handling migrations across different networks, then a lot of details about their plan and approach to migrations remain unclear.<\/p>\n

Customers continue to struggle to reach the ISP via their support lines and we suspect that Zybre’s Ofcom approved ADR complaints handler – Ombudsman Services: Communications<\/strong> – might have a busy time with all this.<\/p>\n

UPDATE 13th March 2023 @ 2:56pm<\/strong><\/p>\n

We’ve yet to hear an official line from CityFibre on the aforementioned communications, but a source within the operator has indicated that they do not currently expect to change their existing stance.<\/p>\n

UPDATE 16th March 2023 @ 7:24am<\/strong><\/p>\n

Zybre appears to have finally issued an official public statement and apology via Facebook<\/a>, although it doesn’t answer all of the questions people may have.<\/p>\n

Zybre’s Statement<\/strong><\/span><\/p>\n

CUSTOMER NOTICE<\/strong><\/p>\n

We would firstly like to take this opportunity to apologise for any inconvenience caused by recent events. We understand the concern and frustration that has been felt by some.<\/p>\n

Customers have experienced outages across our networks in the last few days and an intermittent service across the last month. In most cases we have now rectified this and we continue to work on all outstanding matters.<\/p>\n

We are in open dialogue with CityFibre with a view to securing the best solution for customers moving forward.<\/p>\n

We accept that we have not met the expectations of some of our customers and we are striving to make the necessary changes to resolve these issues.<\/p>\n

It is apparent that our failings derive from the acquisition of Air Broadband and the novation of customers from Digital Home. We believed firmly that we were doing the right thing in acquiring the customers from 2 failing companies with a view to ensuring customers would continue to receive service under our brand. However the burden of these 2 ISPs has drastically affected our wider operation.<\/p>\n

Please bear with us as we resolve these matters and restore our platform.<\/p>\n

Contact at this time is best served via our email support@zybre.co.uk<\/p><\/blockquote>\n

In addition, CityFibre has also updated their FAQ page on the Zyber\/AirBB situation. The page now starts with the following statement, which was published yesterday and does at least confirm that they’re still talking to Zyber.<\/p>\n

CityFibre’s Updated FAQ Page Statement<\/strong><\/p>\n

We understand the concern the likely ceasing of Zybre\/Air Broadband\u2019s service will cause you and we are doing as much as we can to support Zybre\/Air Broadband customers during this period.<\/p>\n

We understand Zybre has lost service for some of their customers. We\u2019d like to assure all Zybre customers on CityFibre\u2019s network that CityFibre’s network remains fully operational and available to you.<\/p>\n

If you would like to take an alternative service from another ISP, It’s very easy to switch on the CityFibre network, just check using our post code checker below.<\/p>\n

In the meantime, we’re contacting Zybre to try and support getting your services restored however please be aware this is not in our direct control.
\n(updated 15\/03\/2023)<\/p><\/blockquote>\n

UPDATE 16th March 2023 @ 5:29pm<\/strong><\/p>\n

One of Zybre\/AirBB’s other alternative networks, LilaConnect (VX FIBER), has now put out a statement about their relationship with the ISP.<\/p>\n

LilaConnect Statement<\/strong><\/p>\n

“LilaConnect has kept all Air Broadband customers connected. They will have access to 30 days of LilaConnect service free until the 13th April. This will allow them time to choose a new provider. Unfortunately, due to the transition, customers did go offline for a couple of hours yesterday. LilaConnect apologies for any inconvenience caused and worked hard to ensure the issue was solved as quickly as possible.”<\/p><\/blockquote>\n

UPDATE 18th March 2023 @ 6:57am<\/strong><\/p>\n

We’ve had a communication from Richard Palmer, Director of ISP Merula Limited<\/a>, which is another provider that uses OFNL’s network. Apparently, OFNL have moved all existing AirBB customers to the Merula network, although they are not at present customers of the ISP.<\/p>\n

In other words, Merula are just providing continuity of service at the network level and don’t have access to any customer details. Customers can of course choose to officially move to Merula or can place a migration as normal to any other OFNL supplier.<\/p>\n

Richard Palmer said:<\/strong><\/p>\n

“This means that if customers have an issue with the connection – short term they should be making contact via us.<\/p>\n

They will have to bear with us a little as while the traffic is swapped to us – and we have ‘adopted’ the vast majority of Air’s routers (aka we are accepting their auth on our network \/ issuing a Merula IP to them) – we don’t yet have the connections live on our OFNL account – so we can’t run all tests – we are expecting that on Monday.<\/p>\n

That said – we will do all we can to help if they have a connection issue. We can raise any questions to OFN to check any lines down or who have an issue.<\/p><\/blockquote>\n

However, if anybody does need to contact Merula then, due to the lack of portal access, they ask that any questions be sent via email to ofnl@merula.net.<\/p>\n

UPDATE 23rd March 2023 @ 5:06pm<\/strong><\/p>\n

Over the past few days, we’ve seen further confusion coming from both the CityFibre and Zybre\/AirBB sides. On the one hand, Zybre appears to have been telling some customers that the “issues with CityFibre and Air Broadband have now been resolved<\/em>” and that CityFibre may “remove the FAQ page and post an update on the mater shortly<\/em>“, before telling customers not to switch ISP and warning that if they do then termination charges may apply (if you’ve moved, and they do pursue such charges then we’d recommend complaining to the provider’s complaints handler – https:\/\/www.ombudsman-services.org\/sectors\/communications<\/a>).<\/p>\n

On the other hand, CityFibre’s support team have been telling some customers that they “will not be providing Zybre with our services moving forward<\/em>“, although they’ve since softened the language of their FAQ page a bit (it’s now vaguer). But they have not removed that page, and it continues to warn: “It is possible that your Zybre\/Air Broadband service may cease to work shortly<\/em>“.<\/p>\n

Officially, CityFibre has declined to issue an updated statement to us in order to help resolve the mixed messaging being received by Zybre\/AirBB customers. But we understand that, legally, the network operator may not be able to directly instruct Zybre\/AirBB customers to change ISP (this may explain why there has been a degree of vague language in the most recent comms and FAQs).<\/p>\n

However, we understand from our sources within CityFibre and other ISPs on the same network, that the dispute with Zybre\/AirBB has not been fully resolved. In the meantime, CityFibre is continuing to keep customers online (such efforts tend to carry a cost). Zybre is still understood to be actively working on a solution too, but in the meantime CityFibre seems to be doing all it can to avoid a mass outage.<\/p>\n

UPDATE 29th March @ 1:52pm<\/strong><\/p>\n

We’ve just had the following statement from Zybre regarding the possible sale of broadband customers to Home Telecom (TalkTalk<\/a>), which I’ll paste in full.<\/p>\n

ZYBRE Statement<\/strong><\/p>\n

ZYBRE are pleased to announce that they are in advanced negotiations with Home Telecom part of the TalkTalk<\/a> group.<\/p>\n

This afternoon ZYBRE announced that they are progressing talks with a specialist division of the TalkTalk<\/a> group, Home Telecom, this is \u201csubject to contract\u201d and supported by ZYBRE\u2019s existing network providers. The conclusion of these contract details will enable Home Telecom to support all ZYBRE customers post the completion of current negotiations – expected to conclude early April.<\/p>\n

Home Telecom ask that ZYBRE customers bear with them and accept this assurance that they are working in the background to provide support to customers in the long term.<\/p>\n

Jonny Robinson CEO ZYBRE said: “It\u2019s been a difficult time since the acquisition of Air Broadband and regrettably our service hasn\u2019t lived up to our usual standards. We completed acquisitions on Air and DH to provide continuity of service to customers, who would have seen their ISP go under and with it a total loss of service. However, the task was unfortunately too complex for a smaller ISP like ZYBRE. With that we firmly believe that Home Telecom part of TalkTalk is the best fit for our customers<\/em>.”<\/p>\n

As a provider established for 13 years and managing a base of 66,000, Nigel Barnett CEO wants to assure ZYBRE customers that they will be in safe hands and whilst there has been some recent issues out of our control, Home Telecom look forward to being able to update ZYBRE customers as soon as possible.<\/p>\n

*** Please be aware currently that Home Telecom do not have any of your records and are currently unable to connect to your home.<\/p>\n

***Important****
\nAny ZYBRE\/Air\/Digital Home customers that leave prior to this completion may be subject to early termination charges as per contractual obligations. If you have a migration planned already we suggest you cancel with your new provider to avoid double contract charges.<\/p><\/blockquote>\n

UPDATE 6th April 2023<\/strong><\/p>\n

We’ve had a statement from Ofcom on Air Broadband and their membership of an Ofcom approved complaints handler (ADR).<\/p>\n

Ofcom Statement<\/strong><\/p>\n

“We are extremely concerned by the issues that customers of Air Broadband and Zybre are experiencing.<\/p>\n

We are looking into this as a matter of urgency, and will consider what further steps may need to be taken, including possible enforcement action.”<\/p><\/blockquote>\n

UPDATE 24th April 2023<\/strong><\/p>\n

Over the past week or so, both of the websites for Air Broadband and Zybre have vanished, seemingly without any explanation. Prior to this, the announcement about a possible acquisition via Home Telecom\/TalkTalk was also taken down.<\/p>\n

UPDATE 25th April 2023<\/strong><\/p>\n

Zybre’s website is now back online.<\/p>\n

UPDATE 3rd May 2023<\/strong><\/p>\n

Sadly, our attempts to get a reply from Zybre have yielded no fruit and the remaining customers continue to complain about a lack of communication \/ support from the ISP. Meanwhile Zybre’s records at Companies House report that the provider has received a “First Gazette notice for compulsory strike-off<\/em>” (here<\/a>).<\/p>\n

The document itself isn’t yet available to view, but such legally binding official notices tend to indicate that a company is at risk of being struck off from the official register of companies. Such notices can be raised for various issues, such as non-payment of tax, failing to inform Companies House of a change in address or a failure to publish company accounts etc. (Zybre’s accounts have been overdue since Feb 2023).<\/p>\n

However, this is only the first step towards compulsory strike-off, which means that Zybre may still be able to rescue the situation. If your company is struck off the register, it will cease to exist as a legal entity, cannot trade and its assets (e.g. property or bank accounts) will be forfeited to the Crown. Not to mention the reputational damage this outcome incurs. Credits to one of our readers, William, for spotting the update.<\/p>\n

UPDATE 5th May 2023<\/strong><\/p>\n

Now FullFibre Limited has dropped Zybre from their network. As the article above has become quite long, then we’ll be switching future updates to the new article (here<\/a>).<\/p>\n","protected":false},"excerpt":{"rendered":"

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