{"id":34589,"date":"2023-05-30T09:15:02","date_gmt":"2023-05-30T08:15:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=34589"},"modified":"2023-06-01T10:30:53","modified_gmt":"2023-06-01T09:30:53","slug":"octaplus-mistake-cuts-off-some-former-zybre-cityfibre-broadband-customers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/05\/octaplus-mistake-cuts-off-some-former-zybre-cityfibre-broadband-customers.html","title":{"rendered":"Octaplus Mistake Cuts Off Some Former ZYBRE CityFibre Broadband Customers UPDATE2"},"content":{"rendered":"

Broadband ISP Octaplus Networks<\/a> has apologised after they left some customers on CityFibre<\/a>’s UK full fibre (FTTP<\/a>) network, specifically those who live in Chester and were being migrated from troubled provider ZYBRE<\/a> (Air Broadband<\/a>), without internet access due to an “unfortunate error<\/em>” related to network availability.<\/p>\n

“We have now been completely cut off from broadband and VOIP. CityFibre<\/a> are silent. Horrible situation<\/em>,” said one former ZYBRE\/AirBB customer on Friday. “Octaplus tried to migrate my service on Friday but instead left me cut off for four days and counting<\/em>,” added another. Both were due to be migrated to Octaplus at the end of last week, following an announcement earlier in the month (here<\/a>).<\/p>\n

As if those impacted by the fallout from the ZYBRE\/AirBB situation haven’t already suffered enough, now they have another headache to worry about. The latest situation seems to have occurred after Octaplus “mistakenly sent out<\/em>” an email to customers in Chester<\/strong> last week, which indicated that they would be migrating people in that area. But instead, those impacted have been cut off from their home internet connection since Friday.<\/p>\n

The issue appears to have stemmed from the fact that Octaplus hasn’t made their broadband services available across CityFibre<\/a>’s new network in the Cathedral City yet.<\/p>\n

Octaplus’ Customer Email<\/strong><\/span><\/p>\n

Transitioning from Zybre to Octaplus<\/strong><\/p>\n

Important Service Migration: CHESTER ONLY<\/p>\n

Dear Valued Customers,<\/p>\n

We hope this email finds you well. We are writing to address an unfortunate error that occurred earlier this week regarding service availability in Chester. Please accept our sincere apologies for any inconvenience this may have caused you.<\/p>\n

It has come to our attention that an email was mistakenly sent out to customers in Chester, indicating that we would be connecting customers in that area. We would like to clarify that this information is incorrect as we do not currently have a presence or infrastructure in Chester to provide our services.<\/p>\n

We understand that this may have raised expectations for our customers in Chester. We deeply regret any disappointment or inconvenience this may have caused.<\/p>\n

We value the trust you have placed in our company, and we want to assure you that we are committed to providing exceptional service to all our customers. However, at this time, we are unable to extend our services to Chester due to infrastructural constraints. We apologize for any misunderstanding and assure you that we are actively exploring opportunities to expand our reach in the future.<\/p>\n

To get connected to a different provider kindly visit www.cityfibre.com<\/p>\n

They will be happy to assist you and provide any necessary clarification.<\/p>\n

Once again, we sincerely apologise for the miscommunication. We greatly appreciate your understanding and patience as we work to rectify this situation. We remain committed to serving you and providing the best possible service.<\/p>\n

Thank you for your continued support.<\/p>\n

Warm regards,
\nTeam Octaplus<\/p><\/blockquote>\n

The fact that all of this occurred right before the bank holiday weekend certainly won’t have helped, since those impacted appear to have struggled to get any support for their situation and have thus been left offline. We are currently querying the situation with CityFibre, which will hopefully be able to provide some support to those who need to find an alternative ISP.<\/p>\n

UPDATE 31st May 2023 @ 7:47am<\/strong><\/p>\n

We’ve had a comment from CityFibre, which came in last night.<\/p>\n

A Spokesperson for CityFibre said:<\/strong><\/p>\n

“A small number of former Zybre\/Air Broadband customers in Chester can no longer access their broadband service. We’d like to reassure them that signing up to a new Internet Service Provider is straightforward. Just visit www.cityfibre.com (https:\/\/www.cityfibre.com) and check your postcode to find an alternative ISP and get services back up and running.”<\/p><\/blockquote>\n

The catch here, according to some of those affected, is that the only other option returned for Chester is currently TalkTalk<\/a>, and yet they have been declining to take over such lines as they’re still marked as active (despite not working since Friday). We have highlighted this to CityFibre. To be fair, we can understand TalkTalk<\/a>’s position here, since there are measures in place to prevent lines from being SLAMMED (i.e. switched without consent).<\/p>\n

UPDATE 1st June 2023 @ 10:23am<\/strong><\/p>\n

We are still awaiting some clarification from CityFibre on the issues that those affected are experiencing in trying to escape their predicament. But feedback from customers suggests that TalkTalk<\/a>’s system can’t currently recognise the line code for affected lines (RFS3), which stops them from accepting the migration requests.<\/p>\n

Apparently, CityFibre needs to manually change this for every affected property to RFS1 and TalkTalk also need to make some adjustments, which is a laborious task as there are said to be quite a few properties involved. The work could take a few more days to complete. Meanwhile, we continue to await CityFibre’s official response to our follow-up queries.<\/p>\n","protected":false},"excerpt":{"rendered":"

Broadband ISP Octaplus Networks has apologised after they left some customers on CityFibre’s UK full fibre (FTTP) network, specifically those who live in Chester and were being migrated from troubled provider ZYBRE (Air Broadband), without internet access due to an “unfortunate error” related to network availability.<\/p>\n","protected":false},"author":1,"featured_media":32106,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[418,56],"class_list":["post-34589","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-cityfibre","tag-fttp"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nOctaplus Mistake Cuts Off Some Former ZYBRE CityFibre Broadband Customers UPDATE2 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband ISP Octaplus Networks has apologised after they left some customers on CityFibre's UK full fibre (FTTP) network, specifically those who live in\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/05\/octaplus-mistake-cuts-off-some-former-zybre-cityfibre-broadband-customers.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Octaplus Mistake Cuts Off Some Former ZYBRE CityFibre Broadband Customers UPDATE2 - 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