{"id":43931,"date":"2025-11-20T15:37:08","date_gmt":"2025-11-20T15:37:08","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=43931"},"modified":"2025-11-20T17:07:17","modified_gmt":"2025-11-20T17:07:17","slug":"uk-isp-yayzi-move-cityfibre-broadband-customers-to-zen-internet","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/11\/uk-isp-yayzi-move-cityfibre-broadband-customers-to-zen-internet.html","title":{"rendered":"UK ISP Yayzi Move CityFibre Broadband Customers to Zen Internet UPDATE"},"content":{"rendered":"

Retail internet provider Yayzi Broadband<\/a> has today suddenly started informing their residential broadband customers, specifically those served using CityFibre<\/a>’s national Fibre-to-the-Premises (FTTP<\/a>) network, that they’re being “transferred<\/em>” to UK ISP Zen Internet<\/a>. We’ve also had this confirmed by one of Zen’s support reps.<\/p>\n

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<\/em>“. 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.<\/p>\n

Questions started to be raised after some of Yayzi’s existing owners set up a new provider called nufibre<\/a> earlier in the year (here<\/a>), 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.<\/p>\n

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<\/a>.<\/p>\n

Copy of Yayzi’s Email (Personal Details Redacted)<\/strong><\/span><\/p>\n

Dear xxxxxxxxxxxxxxxxxxxx,<\/p>\n

We\u2019re writing to inform you about an important upcoming change to your broadband service.<\/p>\n

Yayzi Broadband customers currently connected via the CityFibre<\/a> network will soon have their service transferred to Zen Internet<\/a> \u2014 a highly respected UK provider known for its award-winning customer support, reliability, and technical excellence.<\/p>\n

This change is part of our commitment to ensuring you continue to receive fast, stable, and high-quality broadband.<\/p>\n

Why Zen Internet<\/strong><\/p>\n

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\u2019re confident they will continue to provide you with a great experience, just as you\u2019ve come to expect from Yayzi.<\/p>\n

What you can expect:<\/strong><\/p>\n

\u2022 No action is needed on your part.
\n\u2022 No immediate changes to your current speed, package, or price.
\n\u2022 Zen will contact you directly with full details about your account and next steps.
\n\u2022 The transfer will be smooth and with minimal disruption to your service.<\/p>\n

Looking ahead<\/strong><\/p>\n

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<\/a> network to growing our community of customers, it’s been an honour to serve you.<\/p>\n

Need help or have questions?<\/p>\n

We\u2019re here to support you throughout this transition:
\nYayzi Broadband: Email hello@yayzi.co.uk or log in at https:\/\/my.yayzi.co.uk<\/p>\n

Zen Internet: www.zen.co.uk\/live-chat<\/p>\n

Thank you once again for your support and loyalty. We\u2019re confident you\u2019ll be well looked after by Zen.<\/p>\n

Warm regards,
\nMartin Gardner
\nCEO, Yayzi Broadband<\/p><\/blockquote>\n

We’ve contacted Yayzi’s CEO in the hope of gaining some clarity over their decision to do this.<\/p>\n

UPDATE 5:03pm<\/strong><\/p>\n

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.<\/p>\n

Copy of Yayzi’s Email<\/strong><\/span><\/p>\n

IMPORTANT: Yayzi \/ NuFibre Update<\/strong><\/p>\n

Dear xxxxxxxxxxx,<\/p>\n

We\u2019re 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\u2019s happening.<\/p>\n

Looking ahead<\/strong><\/p>\n

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.<\/p>\n

This isn\u2019t the end \u2014 just the next step. The Yayzi team is moving forward as nufibre, where we\u2019ll continue to innovate and expand broadband services across the leading UK networks.<\/p>\n

You\u2019re welcome to join us if that\u2019s your choice to continue our journey together onto bigger, better, faster broadband.<\/p>\n

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.<\/p>\n

Nufibre will be PPPOE to start moving to DHCP \/48 and IPv6 ready with static IP from day one.<\/p>\n

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.<\/p>\n

If you\u2019re a customer with us on Openreach<\/a>, Virgin, MS3<\/a>, Freedom Fibre<\/a>, FullFibre, or other networks, you\u2019ll be moving to nufibre soon. We’ll be in touch with more information soon.<\/p>\n

We\u2019re here to support you throughout this transition:<\/p>\n

Yayzi Broadband: support@yayzi.co.uk<\/p>\n

Thank you once again for your support and loyalty.<\/p>\n

Warm regards,
\nMartin Gardner
\nCEO, Yayzi Broadband<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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