Get Answers | Ziply

Ziply Fiber bought Frontier in Washington, Oregon, Idaho and Montana.  

Frontier

 

Top Questions

Yes, customers with Fiber service available at their home or business can now upgrade to Gig speed. 

At the beginning of the COVID-19 crisis (before our purchase), Frontier programmatically turned off the ability to upgrade to Gig service, because in most cases that customer upgrade or installation required a technician to enter your home or business.  The safety of both customers and employees is paramount (and always will be).   

We have now worked through the scenarios to keep people safe and updated the systems to make Ziply Fiber Gig Internet upgrades available again.  To schedule your upgrade, simply call our main phone line (866-699-4759).  Thanks for your patience while we got it right.   

Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

Log in to My Account at ziplyfiber.com/login or call us at 1-866-MYZIPLY (1-866-699.4759).

Your Ziply Fiber monthly billing statement may include fees for processing payments over the phone or receiving paper statements in the mail. Signing up for autopay and paperless billing is a quick and easy way to save time and money every month.

Read more about the monthly service charges on your bill.

 

For the most part, no.

  • Your internet or phone services remain the same.

  • However, if you are a video subscriber, the TV Everywhere application to watch TV on mobile devices is no longer available. After extensive investigation we determined you can enjoy better content and have a better experience by using the apps provided by our Channel Lineup content partners such as ESPN, CNN, ABC, NBC and CBS.

  • Some portions of the Frontier Secure service have changed, as agreements with 3rd party suppliers of that product have changed. If you have services affected by those updates, we’ll let you know.

There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.
 

Residential home service customers will call 866-699-4759
Business customers will call 866-947-5988

 

 

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Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

Pending receipt of necessary approvals, the transaction is expected to close this Spring, on or after April 30, 2020. Going forward this is date will be referred to as ‘close’ or ‘closing’.

Yes. Frontier and Ziply Fiber have developed various types of letters to effectuate the bifurcation of blended contracts, depending on the terms of agreements.

No, your bill will remain the same.

Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

Log in to My Account at ziplyfiber.com/login or call us at 1-866-MYZIPLY (1-866-699.4759).

Your Ziply Fiber monthly billing statement may include fees for processing payments over the phone or receiving paper statements in the mail. Signing up for autopay and paperless billing is a quick and easy way to save time and money every month.

Read more about the monthly service charges on your bill.

 

Included in the transaction are Frontier's incumbent local exchange carrier entities that provide services to residential, commercial and wholesale customers in Idaho, Montana, Oregon and Washington. Specifically, these entities include:

  • Citizens Telecommunications Company of Idaho – OCN 4427
  • Frontier Communications Northwest Inc. (Idaho) – OCN 4321
  • Citizens Telecommunications Company of Montana – OCN 4322
  • Citizens Telecommunications Company Oregon – OCN 3401
  • Frontier Communications Northwest Inc. (Oregon) – OCN 4323
  • Frontier Communications Northwest Inc. (Washington) – OCN 4324, 4423

There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.

Business customers will call 866-947-5988

 

 

For the most part, no.

  • Your internet or phone services remain the same.

  • However, if you are a video subscriber, the TV Everywhere application to watch TV on mobile devices is no longer available. After extensive investigation we determined you can enjoy better content and have a better experience by using the apps provided by our Channel Lineup content partners such as ESPN, CNN, ABC, NBC and CBS.

  • Some portions of the Frontier Secure service have changed, as agreements with 3rd party suppliers of that product have changed. If you have services affected by those updates, we’ll let you know.

For the most part, no.

  • Your internet or phone services remain the same.

  • However, if you are a video subscriber, the TV Everywhere application to watch TV on mobile devices is no longer available. After extensive investigation we determined you can enjoy better content and have a better experience by using the apps provided by our Channel Lineup content partners such as ESPN, CNN, ABC, NBC and CBS.

  • Some portions of the Frontier Secure service have changed, as agreements with 3rd party suppliers of that product have changed. If you have services affected by those updates, we’ll let you know.

Ziply Fiber and Frontier Communications has been and will continue to regularly communicate with Carriers primarily through teleconference/webinar meetings, website updates and industry notifications. If you would like to be added to the notification distribution list for one or more of the Northwest Four States, please complete the subscription form available on our website at:

https://wholesale.frontier.com/wholesale/notifications-and-news/subscribe-to-notifications

Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.
 

Residential home service customers will call 866-699-4759
Business customers will call 866-947-5988

 

 

Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

No, your bill will remain the same.

Yes. All customers will be assigned a Ziply Fiber Account Manager.

There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.
 

Residential home service customers will call 866-699-4759
Business customers will call 866-947-5988

 

 

We are local to the Northwest.  You will have access to Ziply Fiber account teams located in Washington, Oregon, Idaho and Montana.

To contact the Wholesale Carrier Team at Ziply Fiber, please email: [email protected].

  • Please talk with your existing contact. Ziply Fiber expects to expand, so the people you reach out to may change. But our support for you will not.
  • If you do not currently have an account executive or customer success team you work with, please connect with us at 1-866-947-5988 (1-866-ZIPLY88) to be taken care of.

As part of the purchase agreement, Frontier will replicate its existing OSS and at closing, will transfer the systems used to provide wholesale services today to Ziply Fiber.

Yes! The existing Frontier Products and Pricing will be identical at close in order to ensure a seamless transition for our customers.

  • You will receive support through the same steps as you do today.

  • Please start by talking with your existing contacts. Ziply Fiber expects to expand, so the people you reach out to may change. But our support for you will not.

  • If you do not currently have an account executive or customer success team you work with, please connect with us at 1-866-947-5988 (1-866-ZIPLY88). We would love to take care of you!

There will be no immediate change.  Ziply Fiber expects to invest in new tools, so you may receive updates to platforms, and will hear from Ziply Fiber as those happen. 

Yes.

Ziply Fiber will adopt the Frontier Communications InterState Service Guide, FCC and IntraState Tariffs as well as existing contracted services.

Yes, you will continue to have access to the Enterprise Commercial Portal.

Yes. Frontier and Ziply Fiber have developed various types of letters to effectuate the bifurcation of blended contracts, depending on the terms of agreements.

You should see no immediate change regarding reporting on your accounts, other than the Ziply Fiber name on them. 

Yes. Ziply Fiber will continue to operate under the agreement with respect to the Northwest Four States.

Master Services Agreements and Frontier Services Agreements will receive a letter indicating that Frontier will be assigning all of its rights and obligations in respect of the Services provided in Idaho, Montana, Oregon and Washington only to one or more of those states. Frontier will continue to provide the Services on the terms and conditions set forth in agreement in all states covered by the agreement excluding Idaho, Montana, Oregon and Washington, after the close of the transaction.

Frontier is working with Ziply Fiber to set up new accounts, and there is nothing you need to do for that. If you have operations and accounts in states outside of Washington, Oregon, Idaho and Montana, then you will have at least 2 accounts

No. The OCNs associated with the properties being acquired will be transferred to Ziply Fiber at close.

We are working hard to have nothing change about your products and services.  With Ziply Fiber’s planned investments in the network and products, you may have additional options to consider in the coming months.

Your rates will not change.

Please refer to the Northwest Four States SWC/OCN by Exchange Name reference which provides the list of Frontier SWCs to be acquired by Northwest Fiber.

Yes. Ziply Fiber will carry over all security protocols from Frontier and continue to implement safe and secure network practices. We take your data security and the security of the network as our highest priorities.

The entity names and associated industry codes for the properties being acquired by Ziply Fiber, that will be in effect at close are provided in the chart below.

OCN NAME STATE ACNA /CCNA SPID ICSC CIC EC OCN CABS CODE
Frontier Communications Northwest, Inc ID NFZ 615 FV03 6763 NWFB 4321 6102
Citizens Telecommunications Company of Idaho ID NFZ 615 FV03 6763 NWFB 4427 570
Citizens Telecommunications Company of Montana MT NFZ 615 FV03 6763 NWFB 4322 572
Citizens Telecommunications Company of Oregon OR NFZ 615 FV03 6763 NWFB 3401 576
Frontier Communications Northwest, Inc OR NFZ 615 FV03 6763 NWFB 4323 6105
Frontier Communications Northwest, Inc WA NFZ 615 FV03 6763 NWFB 4324 6106
Frontier Communications Northwest, Inc WA NFZ 615 FV03 6763 NWFB 4423 6106

Ziply Fiber will be expanding the fiber footprint from after the transaction closes.  We would like to talk with you now about the possibility of fiber at your business location(s).   

All FV03 assets will be transferred to Ziply Fiber. Any CZ05 assets for the states of ID, MT and OR, will be transferred to Ziply Fiber. All other Frontier assets in states other than ID, OR, MT and WA, will remain with Frontier.

Ziply Fiber can connect you with a number of internet, phone, cloud and equipment solutions. And, we do it in a Ziply fashion, with tremendous service and attention to detail. Let us show you how we work.

Ziply Fiber contact and escalation lists will be published in conjunction with closing on the Northwest Fiber Wholesale Operations Website

Explore by category

  • What is happening with my service?

    Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

  • Is  Ziply  Fiber offering  contact-free  installations during COVID-19?

    Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

  • Who do I call for customer service when I have service or account questions?

    There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.
     

    Residential home service customers will call 866-699-4759
    Business customers will call 866-947-5988

     

     

  • Is the cost of my service going to change?

    No, your bill will remain the same.

  • What is happening with my service?

    Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

  • Is  Ziply  Fiber offering  contact-free  installations during COVID-19?

    Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

  • Who do I call for customer service when I have service or account questions?

    There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.

    Business customers will call 866-947-5988

     

     

  • Is the cost of my service going to change?

    No, your bill will remain the same.

  • Where will you be located?

    We are local to the Northwest.  You will have access to Ziply Fiber account teams located in Washington, Oregon, Idaho and Montana.

  • Will my account manager/team remain the same?
    • Please talk with your existing contact. Ziply Fiber expects to expand, so the people you reach out to may change. But our support for you will not.
    • If you do not currently have an account executive or customer success team you work with, please connect with us at 1-866-947-5988 (1-866-ZIPLY88) to be taken care of.
  • Will I still be able to go through my established channels for support/customer service?
    • You will receive support through the same steps as you do today.

    • Please start by talking with your existing contacts. Ziply Fiber expects to expand, so the people you reach out to may change. But our support for you will not.

    • If you do not currently have an account executive or customer success team you work with, please connect with us at 1-866-947-5988 (1-866-ZIPLY88). We would love to take care of you!

  • Do I need to migrate to new platforms for Ziply Fiber?

    There will be no immediate change.  Ziply Fiber expects to invest in new tools, so you may receive updates to platforms, and will hear from Ziply Fiber as those happen. 

  • Will my access to Enterprise Commercial Portal, (formerly known as Globys), be available to me with Ziply Fiber?

    Yes, you will continue to have access to the Enterprise Commercial Portal.

  • What impact does this have on my reporting?

    You should see no immediate change regarding reporting on your accounts, other than the Ziply Fiber name on them. 

  • Today I get a consolidated account across all the Frontier markets. Will I continue to have that consolidated view or do I now have two sets of bills and reports?

    Frontier is working with Ziply Fiber to set up new accounts, and there is nothing you need to do for that. If you have operations and accounts in states outside of Washington, Oregon, Idaho and Montana, then you will have at least 2 accounts

  • Will I still have access to the original features of the network, solutions, applications or software?

    We are working hard to have nothing change about your products and services.  With Ziply Fiber’s planned investments in the network and products, you may have additional options to consider in the coming months.

  • Is my data secure?

    Yes. Ziply Fiber will carry over all security protocols from Frontier and continue to implement safe and secure network practices. We take your data security and the security of the network as our highest priorities.

  • When can I get reliable Fiber at my business?

    Ziply Fiber will be expanding the fiber footprint from after the transaction closes.  We would like to talk with you now about the possibility of fiber at your business location(s).   

  • Will my rates change?

    Your rates will not change.

  • What other services will you provide?

    Ziply Fiber can connect you with a number of internet, phone, cloud and equipment solutions. And, we do it in a Ziply fashion, with tremendous service and attention to detail. Let us show you how we work.

  • What is happening with my service?

    Your service provider, Frontier, was purchased by Ziply Fiber in Washington, Oregon, Idaho, and Montana. It became official on May 1, 2020.

  • Is  Ziply  Fiber offering  contact-free  installations during COVID-19?

    Yes.  The health and safety of our customers and teammates come first.  We offer contact-fee, video-guided installation for Internet and Phone services from outside your home or office.

  • Who do I call for customer service when I have service or account questions?

    There are new customer service phone numbers for Ziply Fiber. Those numbers are available to call and are listed on your customer bill for reference. Whenever you call, we will take care of you.
     

    Residential home service customers will call 866-699-4759
    Business customers will call 866-947-5988

     

     

  • How do I sign up for autopay and paperless billing?

    Log in to My Account at ziplyfiber.com/login or call us at 1-866-MYZIPLY (1-866-699.4759).

    Your Ziply Fiber monthly billing statement may include fees for processing payments over the phone or receiving paper statements in the mail. Signing up for autopay and paperless billing is a quick and easy way to save time and money every month.

    Read more about the monthly service charges on your bill.

     

  • Are any of my services changing?

    For the most part, no.

    • Your internet or phone services remain the same.

    • However, if you are a video subscriber, the TV Everywhere application to watch TV on mobile devices is no longer available. After extensive investigation we determined you can enjoy better content and have a better experience by using the apps provided by our Channel Lineup content partners such as ESPN, CNN, ABC, NBC and CBS.

    • Some portions of the Frontier Secure service have changed, as agreements with 3rd party suppliers of that product have changed. If you have services affected by those updates, we’ll let you know.
  • When will the transaction close?

    Pending receipt of necessary approvals, the transaction is expected to close this Spring, on or after April 30, 2020. Going forward this is date will be referred to as ‘close’ or ‘closing’.

  • What Frontier operations are included in the transaction?

    Included in the transaction are Frontier's incumbent local exchange carrier entities that provide services to residential, commercial and wholesale customers in Idaho, Montana, Oregon and Washington. Specifically, these entities include:

    • Citizens Telecommunications Company of Idaho – OCN 4427
    • Frontier Communications Northwest Inc. (Idaho) – OCN 4321
    • Citizens Telecommunications Company of Montana – OCN 4322
    • Citizens Telecommunications Company Oregon – OCN 3401
    • Frontier Communications Northwest Inc. (Oregon) – OCN 4323
    • Frontier Communications Northwest Inc. (Washington) – OCN 4324, 4423
  • How can I be kept informed on the transaction and impacts to the Carrier customers?

    Ziply Fiber and Frontier Communications has been and will continue to regularly communicate with Carriers primarily through teleconference/webinar meetings, website updates and industry notifications. If you would like to be added to the notification distribution list for one or more of the Northwest Four States, please complete the subscription form available on our website at:

    https://wholesale.frontier.com/wholesale/notifications-and-news/subscribe-to-notifications

  • Will we be assigned a new Account Manager?

    Yes. All customers will be assigned a Ziply Fiber Account Manager.

  • Will Ziply Fiber be acquiring any of the Frontier systems we use today?

    As part of the purchase agreement, Frontier will replicate its existing OSS and at closing, will transfer the systems used to provide wholesale services today to Ziply Fiber.

  • Will the purchasing entity adopt the Frontier Communications InterState Service Guide, FCC and IntraState Tariffs as well as existing Contracted services?

    Yes.

  • How can I contact the Wholesale team at Ziply Fiber?

    To contact the Wholesale Carrier Team at Ziply Fiber, please email: [email protected].

  • Will Ziply Fiber be offering similar Wholesale products and services?

    Yes! The existing Frontier Products and Pricing will be identical at close in order to ensure a seamless transition for our customers.

  • Will there continue to be individual tariffs for each of the Operating Companies?

    Ziply Fiber will adopt the Frontier Communications InterState Service Guide, FCC and IntraState Tariffs as well as existing contracted services.

  • Will contracts that cross between the Northwest Four States and other Frontier states be bifurcated?

    Yes. Frontier and Ziply Fiber have developed various types of letters to effectuate the bifurcation of blended contracts, depending on the terms of agreements.

  • Will contracts that cross between the Northwest Four States and other Frontier states be bifurcated?

    Yes. Frontier and Ziply Fiber have developed various types of letters to effectuate the bifurcation of blended contracts, depending on the terms of agreements.

  • If we have a Master Service Agreement with Frontier today, and we operate in both the Northwest Four States as well as other Frontier states not being acquired, will Ziply Fiber adopt the existing agr

    Yes. Ziply Fiber will continue to operate under the agreement with respect to the Northwest Four States.

    Master Services Agreements and Frontier Services Agreements will receive a letter indicating that Frontier will be assigning all of its rights and obligations in respect of the Services provided in Idaho, Montana, Oregon and Washington only to one or more of those states. Frontier will continue to provide the Services on the terms and conditions set forth in agreement in all states covered by the agreement excluding Idaho, Montana, Oregon and Washington, after the close of the transaction.

  • Will the OCN values be changing for the properties being acquired?

    No. The OCNs associated with the properties being acquired will be transferred to Ziply Fiber at close.

  • How can we get a list of the Serving Wire Centers (SWCs) that Ziply Fiber will acquire?

    Please refer to the Northwest Four States SWC/OCN by Exchange Name reference which provides the list of Frontier SWCs to be acquired by Northwest Fiber.

  • What are the entity names and associated industry codes for the properties that Ziply Fiber will acquire?

    The entity names and associated industry codes for the properties being acquired by Ziply Fiber, that will be in effect at close are provided in the chart below.

    OCN NAME STATE ACNA /CCNA SPID ICSC CIC EC OCN CABS CODE
    Frontier Communications Northwest, Inc ID NFZ 615 FV03 6763 NWFB 4321 6102
    Citizens Telecommunications Company of Idaho ID NFZ 615 FV03 6763 NWFB 4427 570
    Citizens Telecommunications Company of Montana MT NFZ 615 FV03 6763 NWFB 4322 572
    Citizens Telecommunications Company of Oregon OR NFZ 615 FV03 6763 NWFB 3401 576
    Frontier Communications Northwest, Inc OR NFZ 615 FV03 6763 NWFB 4323 6105
    Frontier Communications Northwest, Inc WA NFZ 615 FV03 6763 NWFB 4324 6106
    Frontier Communications Northwest, Inc WA NFZ 615 FV03 6763 NWFB 4423 6106
  • Will any assets other than FV03 assets currently under the Frontier Comm Northwest name be transferred to Ziply Fiber?

    All FV03 assets will be transferred to Ziply Fiber. Any CZ05 assets for the states of ID, MT and OR, will be transferred to Ziply Fiber. All other Frontier assets in states other than ID, OR, MT and WA, will remain with Frontier.

  • When will new Ziply Fiber contact lists be published?

    Ziply Fiber contact and escalation lists will be published in conjunction with closing on the Northwest Fiber Wholesale Operations Website

  • Are any of my services changing?

    For the most part, no.

    • Your internet or phone services remain the same.

    • However, if you are a video subscriber, the TV Everywhere application to watch TV on mobile devices is no longer available. After extensive investigation we determined you can enjoy better content and have a better experience by using the apps provided by our Channel Lineup content partners such as ESPN, CNN, ABC, NBC and CBS.

    • Some portions of the Frontier Secure service have changed, as agreements with 3rd party suppliers of that product have changed. If you have services affected by those updates, we’ll let you know.
  • How do I sign up for autopay and paperless billing?

    Log in to My Account at ziplyfiber.com/login or call us at 1-866-MYZIPLY (1-866-699.4759).

    Your Ziply Fiber monthly billing statement may include fees for processing payments over the phone or receiving paper statements in the mail. Signing up for autopay and paperless billing is a quick and easy way to save time and money every month.

    Read more about the monthly service charges on your bill.

     

  • How will I receive my bills from Ziply Fiber?

    You will receive your bill from Ziply Fiber the same way you get it from Frontier today.  For example, if you receive your bill in the mail from Frontier, you will get your bill in the mail from Ziply Fiber. Be sure to keep your eye out for mail from Ziply Fiber so you don’t miss it. Whatever delivery option you have chosen with Frontier (i.e. electronic, online, or U.S. mail) will automatically transfer to Ziply Fiber.

  • Will I still get email and/or text notifications when my e-bill is ready?

    Yes, your preferences will remain the same. The email now comes from Ziply Fiber.

  • How will I pay my last bill with the Frontier logo on it?

    When you receive your bill from either Frontier or Ziply Fiber, you can simply pay to the address included inside your billing statement. During and after May 2020, the Ziply Fiber logo is included on the bill.

  • Will my account number stay the same?

    Yes. Ziply Fiber will continue to use your current 17-digit account number. It did not change. 

  • Can I use the same payment methods?

    Yes. You can use the same payment methods.

  • Changing from Frontier to Ziply – did I need to change anything to pay my bill?

    Maybe – it depends on your payment method:

    • Online bill payment through your bank [action required]
      Change the Payee and address to:
      Ziply Fiber
      PO Box 740416
      Cincinnati, OH 45274-0416
      Don’t worry – Ziply Fiber is local, but our bank isn’t.

    • To pay by mail [action required]
      Ziply Fiber
      PO Box 740416
      Cincinnati, OH 45274-0416
      (Reflected on your bill)

    • Auto Pay by Credit Card [no action required]
      If you used auto pay with a credit card, your payments continued to process normally by Ziply Fiber. No action was necessary on your part to continue scheduled payments of your bill.

    • Auto Pay by ACH [no action required]
      If you use auto pay with an ACH connection to your bank, your payments continued to process normally by Ziply Fiber. No action was necessary on your part to continue scheduled payments of your bill.

    • Pay by phone [action required]
      You can still pay by phone, but the number to call may change. Be sure to check your statement from Ziply Fiber to confirm the phone number to make a payment.

    • Pay in person [no action required]
      The locations that accepted Frontier payments will also be accepting Ziply Fiber payments.

  • What payment methods does Ziply Fiber accept?

    All major credit cards, including Visa, Mastercard, Discover, American Express, and Diners Club.

  • What happens with pending credit adjustment requests to my Frontier account?

    All credit adjustments transferred to your account with Ziply Fiber.

  • I had a billing issue with Frontier. How is this handled with Ziply Fiber?

    Your billing records, including all outstanding balances, were transferred with your account to Ziply Fiber. Outstanding billing issues have been addressed on an individual basis by Ziply Fiber. Contact Ziply Fiber for any questions at 866-699-4759 (1-866-MYZIPLY)

  • I had discounts or pending credits on my account. Will these be honored by Ziply Fiber?

    Yes. All discounts or pending credits have been honored.

  • Does Ziply Fiber have access to my Frontier bill history?

    Yes. You will also have access to your previous bills online at Ziplyfiber.com

  • How will I receive my bills from Ziply Fiber?

    You will receive your bill from Ziply Fiber the same way you used to get it from Frontier. For example, if you received your bill in the mail from Frontier, you will get your bill in the mail from Ziply Fiber. Be sure to keep your eye out for your bill from Ziply Fiber so you don’t miss it. Whatever delivery option you had chosen with Frontier (i.e. electronic, online, or U.S. mail) will automatically transfer to Ziply Fiber.

  • Will I still get email and/or text notifications when my e-bill is ready?

    Yes, your preferences will remain the same. The email now comes from Ziply Fiber.

  • How will I pay my last bill with the Frontier logo on it?

    When you receive your bill from either Frontier or Ziply Fiber, you can simply pay to the address included inside your billing statement. During and after May 2020, the Ziply Fiber logo is included on the bill.

  • Will my account number stay the same?

    Yes. Ziply Fiber will continue to use your current 17-digit account number. It did not change. 

  • Can I use the same payment methods?

    Yes. You can use the same payment methods.

  • Changing from Frontier to Ziply – did I need to change anything to pay my bill?

    Maybe – it depends on your payment method:

    • Online bill payment through your bank [action required]
      Change the Payee and address to:
      Ziply Fiber
      PO Box 740416
      Cincinnati, OH 45274-0416
      Don’t worry – Ziply Fiber is local, but our bank isn’t.

    • To pay by mail [action required]
      Ziply Fiber
      PO Box 740416
      Cincinnati, OH 45274-0416
      (Reflected on your bill)

    • Auto Pay by Credit Card [no action required]
      If you used auto pay with a credit card, your payments continued to process normally by Ziply Fiber. No action was necessary on your part to continue scheduled payments of your bill.

    • Auto Pay by ACH [no action required]
      If you use auto pay with an ACH connection to your bank, your payments continued to process normally by Ziply Fiber. No action was necessary on your part to continue scheduled payments of your bill.

    • Pay by phone [action required]
      You can still pay by phone, but the number to call may change. Be sure to check your statement from Ziply Fiber to confirm the phone number to make a payment.

    • Pay in person [no action required]
      The locations that accepted Frontier payments will also be accepting Ziply Fiber payments.

  • What payment methods does Ziply Fiber accept?

    All major credit cards, including Visa, Mastercard, Discover, American Express, and Diners Club.

  • What happens with pending credit adjustment requests to my Frontier account?

    All credit adjustments transferred to your account with Ziply Fiber.

  • I had a billing issue with Frontier. How is this handled with Ziply Fiber?

    Your billing records, including all outstanding balances, were transferred with your account to Ziply Fiber. Outstanding billing issues have been addressed on an individual basis by Ziply Fiber. Contact Ziply Fiber for any questions at 866-699-4759 (1-866-MYZIPLY)

  • I had discounts or pending credits on my account. Will these be honored by Ziply Fiber?

    Yes. All discounts or pending credits have been honored.

  • Will Ziply Fiber have access to my Frontier bill history?

    Yes. You will also have access to your previous bills online at Ziplyfiber.com.

  • Will Ziply Fiber honor the promotional or bundle price I received from Frontier?

    Yes. Ziply Fiber will honor the promotional/bundle pricing originally offered by Frontier through the promotional period.

  • Does Ziply Fiber offer electronic billing feeds?

    Yes. Ziply Fiber will offer the following electronic billing feeds:

    • Billing Data Tapes (BDT) for CABS Access billing and Local billing
    • Daily Usage Files (DUF)
    • Meet Point Billing (MPB)

    The Ziply Fiber Billing Feed Connectivity Form is required to establish the options above. 

  • What version of Billing Data Tape (BDT) for CABS and Local billing will be in effect at the time of conversion?

    For CABS, BDT is expected to be on version 58 at cutover.
    For Local, BDT is expected to be on version 57 at cutover.

  • Will Ziply Fiber utilize existing Frontier Communications VTA?

    Ziply Fiber plans to use the existing VTA (Variable Term Agreement) on Idaho, Montana, Oregon and Washington circuits in service at cutover.

  • If we already have tax exemptions in place with Frontier Communications, will they be transferred to Ziply Fiber at cutover?

    Yes. Ziply Fiber expects to receive any established tax exemptions associated with transferring accounts at cutover.

  • Will existing CABS Billing Account Numbers (BANs) remain the same?

    Existing CABS Billing Account Numbers (BANs) for services provided in Idaho, Montana, Oregon and Washington will remain the same where possible. Any changes will be communicated during the Carrier forums to be hosted prior to closing.

  • Will existing Local Billing Account Numbers (BANs) and Summary Master Billing Account Numbers (SMBs) remain the same?

    Existing Local BANs and SMBs for services provided in Idaho, Montana, Oregon and Washington may be impacted. Affected customers will be notified directly of impacted BANs and SMBs.

  • Will there be any billing media changes?

    No billing media changes are planned at this time. 

  • Will there be a bill remittance change?

    Yes. Ziply Fiber payment remittance information will be provided before close.

  • Will existing contracts between Frontier Communications and their customers for acquired services in Idaho, Montana, Oregon and Washington be honored by Ziply Fiber?

    Yes. Ziply Fiber will honor the terms of Frontier Communications incumbent local exchange carrier agreements for services in Idaho, Montana, Oregon and Washington included in the transaction.

  • How will Ziply Fiber manage any claim submitted to Frontier Communications not completed at cutover?

    Ziply Fiber is working with Frontier Communications to develop a process to transition all claims that are in progress at cutover.

  • Will we be able to view all of our accounts in Globys?

    All Local and Broadband billing accounts will be available for view in Globys. CABS accounts will not be available for view in Globys.

  • What is the impact on Meet-point Billing with the ICSC conversion from CZ05 to FV03?

    Currently Frontier’s Meet-point Billing is by OCN not ICSC. Ziply Fiber has no plans to change this process at close. The OCNs for the properties being acquired will transfer to Ziply Fiber at close.

  • If we have a billing claim for one of the northwest four states being acquired by Ziply Fiber, who do we submit the claim to?

    Prior to close, the claim submission process is BAU and you will continue to submit your claims to Frontier. Post-close, any claims for services in the northwest four states acquired should be submitted to Ziply Fiber. Ziply Fiber billing contacts and claims template will be provided. Frontier will support Ziply Fiber for billing claims under the Transition Services Agreement for at least 6 months post-close.

  • Is the cost of my service going to change?

    No, your bill remains the same and you stay on the same service plan you had with Frontier. Ziply Fiber is offering updated service plans, and you are welcome to change to those new plans and services.

  • Does Ziply Fiber offer an online billing system to enable users to view statements and review billable services?

    Yes. Globys Online is a billing system available to Ziply Fiber Wholesale and Broadband customers that enables users to view local billing statements and review local billable services (WTN, BAN, Circuit ID, etc.). The security level of the user determines the functions available to that user. The Globys URL will be provided at close.

    Ziply Fiber does not offer an online billing system for CABS billing.

  • Do I have the same account services after the transition?

    Yes, you will. Your Frontier account transfers to Ziply Fiber.

  • How can I access my account online?

    All account access will be through Ziply Fiber’s Account Manager page. Login at www.ziplyfiber.com. You use the same login credentials (formerly your Frontier ID) as you did with Frontier. Those login credentials are now called your Ziply ID. For security reasons, you may be asked to update your password as part of your first login process. Just follow the prompts if this happens.

  • How long will I have my Frontier ID?

    Your existing Frontier ID will continue to be used to access your account. It will become your Ziply ID. For security reasons, you may be asked to update your password as part of your first login process. Just follow the prompts if this happens.

  • Do I have the same account services after the transition?

    Yes, you will. Your Frontier account transfers to Ziply Fiber.

  • How can I access my account online?

    All account access will be through Ziply Fiber’s Account Manager page. Login at www.ziplyfiber.com. You use the same login credentials (formerly your Frontier ID) as you did with Frontier. Those login credentials are now called your Ziply ID. For security reasons, you may be asked to update your password as part of your first login process. Just follow the prompts if this happens.

  • How long will I have my Frontier ID?

    Your existing Frontier ID will continue to be used to access your account. It will become your Ziply ID. For security reasons, you may be asked to update your password as part of your first login process. Just follow the prompts if this happens.

  • Will my access to SMB Commercial Portal, (formerly known as Globys), be available to me with Ziply Fiber?

    Yes, you will continue to have access to the Enterprise Commercial Portal.

  • Did my Frontier.com email address change in any way?

    Your Frontier email account did not change. You can continue to use the same email address at no charge.

  • What happened to my Frontier email history?

    Your email account did not change. Any emails in your Received, Sent, and Saved folders will remain there, totally accessible to you. You will not need to download any email or transfer to another account.

  • Will Ziply Fiber offer me an email address to use?

    No. You can continue to use your current email address and if you don’t have one, there are many options available from various providers like Gmail, Yahoo, Outlook, etc. providing excellent email services for no charge.

  • Did my Frontier.com email address change in any way?

    Your Frontier email account did not change. You can continue to use the same email address at no charge.

  • What happened to my Frontier email history?

    Your email account did not change. Any emails in your Received, Sent, and Saved folders will remain there, totally accessible to you. You will not need to download any email or transfer to another account.

  • Will Ziply Fiber offer me an email address to use?

    No. You can continue to use your current email address and if you don’t have one, there are many options available from various providers like Gmail, Yahoo, Outlook, etc. providing excellent email services for no charge.

  • Does Ziply Fiber offer a mobile app for managing my account?

    Yes. There is a new app in the App Store you can download. Your former Frontier login credentials will sign you into the new myZiply App to manage your account. Follow the prompts that you receive to set up the app.

  • Are there any changes to my mobile app?

    Yes and No. If you have not already, you will need to download the myZiply App to replace your MyFrontier App, but the functionality and login credentials remain the same. Also, the look and feel of the application has been updated to reflect the Ziply Fiber brand.

  • Does Ziply Fiber offer a mobile app for managing my account?

    Yes. There is a new app in the App Store you can download. Your former Frontier login credentials will sign you into the new myZiply App to manage your account. Follow the prompts that you receive to set up the app.

  • Are there any changes to my mobile app?

    Yes and No. If you have not already, you will need to download the myZiply App to replace your MyFrontier App, but the functionality and login credentials remain the same. Also, the look and feel of the application has been updated to reflect the Ziply Fiber brand.

  • Can I continue to use the modem/wireless router that I had with Frontier or do I need to switch it out when I move to Ziply Fiber?

    Your current modem or gateway router will continue to work with your Ziply Fiber Internet services. There is no need to return or exchange your working equipment.

  • Did my internet service speed stay the same when it became part of Ziply Fiber?

    Initially, yes your speed is the same however, over time you will have more options as Ziply Fiber improves the network and builds more fiber-optic network. Ziply Fiber will let you know when more options are available at your location.

  • Do I need to make any changes to my internet security or passwords?

    No. Your service should still work the same. No changes are needed by you.

  • I leased a modem from Frontier, and now Ziply Fiber? Do I need to?

    Ziply Fiber provides you choice and control. You do not need to lease a modem from Ziply Fiber, you can purchase a compatible modem/gateway elsewhere. Ziply Fiber does believe it is a better experience to lease from us, as we can be certain it’s compatible with our network and we are able to service and troubleshoot your equipment.

  • Can I continue to use the modem/wireless router that I had with Frontier or do I need to switch it out when I move to Ziply Fiber?

    Your current modem or gateway router will continue to work with your Ziply Fiber Internet services. There is no need to return or exchange your working equipment.

  • Did my internet service speed stay the same when it became part of Ziply Fiber?

    Initially, yes your speed is the same however, over time you will have more options as Ziply Fiber improves the network and builds more fiber-optic network. Ziply Fiber will let you know when more options are available at your location.

  • Do I need to make any changes to my internet security or passwords?

    No. Your service should still work the same. No changes are needed by you.

  • I leased a modem from Frontier, and now Ziply Fiber? Do I need to?

    Ziply Fiber provides you choice and control. You do not need to lease a modem from Ziply Fiber, you can purchase a compatible modem/gateway elsewhere. Ziply Fiber does believe it is a better experience to lease from us, as we can be certain it’s compatible with our network and we are able to service and troubleshoot your equipment.

  • I heard Ziply Fiber Gig speed upgrades are now available. Is this true?

    Yes, customers with Fiber service available at their home or business can now upgrade to Gig speed. 

    At the beginning of the COVID-19 crisis (before our purchase), Frontier programmatically turned off the ability to upgrade to Gig service, because in most cases that customer upgrade or installation required a technician to enter your home or business.  The safety of both customers and employees is paramount (and always will be).   

    We have now worked through the scenarios to keep people safe and updated the systems to make Ziply Fiber Gig Internet upgrades available again.  To schedule your upgrade, simply call our main phone line (866-699-4759).  Thanks for your patience while we got it right.   

  • I heard Ziply Fiber Gig speed upgrades are now available. Is this true?

    Yes, customers with Fiber service available at their home or business can now upgrade to Gig speed. 

    At the beginning of the COVID-19 crisis (before our purchase), Frontier programmatically turned off the ability to upgrade to Gig service, because in most cases that customer upgrade or installation required a technician to enter your home or business.  The safety of both customers and employees is paramount (and always will be).   

    We have now worked through the scenarios to keep people safe and updated the systems to make Ziply Fiber Gig Internet upgrades available again.  To schedule your upgrade, simply call our main phone line (866-699-4759).  Thanks for your patience while we got it right.   

     

     

     

  • Did my phone number change?

    No. Your phone number stays the same.

  • Did my number Directory Assistance listing change?

    No. You have the same white pages Directory Assistance listing you have now. If your number is unlisted or non-published, that choice continues to be in effect.

  • If I was blocking a phone number on Caller ID, did the number block continue at Ziply Fiber?

    Yes, the number remains blocked with Ziply Fiber. You will continue to use *82 to activate and deactivate this feature.

  • Will there be any changes to the voice calling features I have now?

    No.  Your calling features will be just what you have now at the same rate.

  • Are there any changes to my current voicemail features?

    No.  All of your voicemail passwords, greetings and saved messages will remain the same.

  • Does the phone number I use to access my phone’s voicemail change?
    • Yes, if you have Digital Voice. The number you use to access your voicemail will change to 833-684-0115.

    • You can also call your own phone number and interrupt your own greeting by pressing “*” (the asterisk).
  • Will there be any change in calling 911?

    No.  You continue to call 911 in an emergency.

  • Can I still manage my voicemail on the go?

    Yes, you will continue to be able to manage your voicemail as you do now.

  • Did my phone number change?

    No. Your phone number stays the same.

  • Did my number Directory Assistance listing change?

    No. You have the same white pages Directory Assistance listing you have now. If your number is unlisted or non-published, that choice continues to be in effect.

  • If I was blocking a phone number on Caller ID, did the number block continue at Ziply Fiber?

    Yes, the number remains blocked with Ziply Fiber. You will continue to use *82 to activate and deactivate this feature.

  • Will there be any changes to the voice calling features I have now?

    No. Your calling features will be just what you have now at the same rate.

  • Are there any changes to my current voicemail features?

    No. All of your voicemail passwords, greetings and saved messages will remain the same.

  • Does the phone number I use to access my phone’s voicemail change?
    • Yes, if you have Digital Voice. The number you use to access your voicemail will change to 833-684-0115.

    • You can also call your own phone number and interrupt your own greeting by pressing “*” (the asterisk).
  • Will there be any change in calling 911?

    No. You continue to call 911 in an emergency.

  • Can I still manage my voicemail on the go?

    Yes, you will continue to be able to manage your voicemail as you do now.

  • Is my Frontier Centranet service be available with Ziply Fiber?

    Yes. Your Centranet services continue to be supported.

  • Is SmartVoice service be available with Ziply Fiber?

    Yes. Ziply Fiber provides SmartVoice.

  • Did the SmartVoice App change?

    A new download is needed and is available in your device’s App Store (iOS or Android).

  • I previously leased a phone system with Frontier, will I continue to lease from Frontier or will the lease transition to Ziply Fiber?

    Yes. Your lease transfers to Ziply Fiber.

  • Are you still calling this FiOS TV?

    No, welcome to Fiber TV.

  • Will I continue to use my same equipment?

    Yes, your existing equipment, such as set-top boxes, remotes etc. will continue to work with Ziply Fiber.

  • Are you still calling this FiOS TV?

    No, welcome to Fiber TV.

  • Will I continue to use my same equipment?

    Yes, your existing equipment, such as set-top boxes, remotes etc. will continue to work with Ziply Fiber.

  • Are there any changes with my TV service?

    Yes, and we want to share what's changed with you. Learn More

  • Will I be able to use TV Everywhere?
    • TV Everywhere is an older application that has proven to limit the options to truly view TV everywhere. As such, Ziply Fiber will not offer a TV Everywhere application.

    • Instead, the channels and networks that provide your favorite TV content are publishing their shows on their own applications -- often with additional material that is only available in their app. Use your former Frontier credentials (now Ziply Fiber TV credentials) to log into their apps.
  • Will I be able to use TV Everywhere?
    • TV Everywhere is an older application that has proven to limit the options to truly view TV everywhere. As such, Ziply Fiber will not offer a TV Everywhere application.

    • Instead, the channels and networks that provide your favorite TV content are publishing their shows on their own applications -- often with additional material that is only available in their app. Use your former Frontier credentials (now Ziply Fiber TV credentials) to log into their apps.
  • In Washington, can I get the CBS channel now?

    Ziply Fiber was happy to negotiate and bring back the CBS station KIRO TV. This was one of the most asked questions from TV customers. You’ll now get CBS along with local news and sports—including the Seahawks. ​Enjoy!

  • In Washington, can I get the CBS channel now?

    Ziply Fiber was happy to negotiate and bring back the CBS station KIRO TV. This was one of the most asked questions from TV customers. You’ll now get CBS along with local news and sports—including the Seahawks. ​Enjoy!

  • Is my DISH TV still on my bill?

    No changes – you will still have just one bill if you had that with Frontier.

  • Does my DISH TV continue to work the same as today?

    There will be no change in your DISH TV service with the change to Ziply Fiber

  • If I have a problem with my DISH TV service, who do I call?

    Technical support for DISH TV will continue to be directly available from DISH by calling 1-800-333-3474 or visiting dish.com/support.

  • Is my DISH TV still on my bill?

    No changes – you will still have just one bill if you had that with Frontier.

  • Does my DISH TV continue to work the same as today?

    There will be no change in your DISH TV service with the change to Ziply Fiber

  • If I have a problem with my DISH TV service, who do I call?

    Technical support for DISH TV will continue to be directly available from DISH by calling 1-800-333-3474 or visiting dish.com/support.

  • Will my existing Frontier Secure Services continue to work?

    Multi-Device Security and Secure Password Manager
    Only the names changed. Ziply Fiber continues to offer this service. Multi-Device Security is now Ziply Device Safety and Secure Password Manager is Ziply Password Manager. 

    Identity Protection
    There may be a change. Ziply Fiber is currently negotiating with Experian (the actual service provider) to design an offering that is best for our customers. Frontier or Ziply Fiber will actively communicate with you if there will be changes to your service.

    Content Anywhere Cloud Back-Up
    Yes, there is a change, sort of. Ziply Fiber has elected not to work directly with the vendor that actually provides the Content Anywhere service for Frontier.

    We have made arrangements for you use Frontier’s version of the application for now, and we will communicate any alternative offerings we may introduce in the future.

    My Premium Tech Pro
    There was no change to this service. However, after May 1, please update and use the contact number 1-866-442-3176.

    Equipment Protection Plan
    Yes, there is a change. Frontier is transferring your account directly to Asurion, the 3rd party partner who provides this protection service. You should have received information directly from Asurion about the change. The fee for this service will no longer be on your bill from Ziply Fiber after this change.

  • Are there changes to the way I log in to these Secure/Privacy services?

    Yes, there are new Ziply Fiber branded apps. Watch for a welcome email with instructions for downloading the new Ziply Fiber branded apps.  You will use the same login you use for Frontier to set up your new account. 

    • Frontier Multi Device Security is now Ziply Device Safety
    • Frontier Secure PWD-Password Manager is now Ziply Password Manager
  • What happens to all my content/data that I had backed up while using Frontier Content Anywhere?

    Your content/data is safe. You will continue to use your existing Frontier Content Anywhere application.

  • Will there be any change to my Identity Protection Service?
    • There is a new website for Ziply Fiber customers. To log in to Identity Protection, go here: https://idmonitoring.ziplyfiber.com
    • You will continue to use your existing login and password.
  • Will there be any change to the way I access my Multi Device Security and Secure PWD Password Manager services?
    • Yes, you will need to download the new Ziply Fiber branded versions of the app. Ziply Fiber will send you an email with your new login credentials and download links.
    • If you have any questions about this, please call us at 866-699-4759.
  • What happens to all my passwords I have saved on my Frontier Secure PWD – Password Manager?
    • All the passwords that you saved/stored on Frontier Secure PWD – Password Manager will continue to exist on the device(s) on which you are using this service.

    • After you download the new Ziply Fiber Password Manager, your passwords will be transferred to the Ziply Fiber app/client.
  • Will my existing Frontier Secure Services continue to work?

    Multi-Device Security and Secure Password Manager
    Only the names changed. Ziply Fiber continues to offer this service. Multi-Device Security is now Ziply Device Safety and Secure Password Manager is Ziply Password Manager. 

    Identity Protection
    There may be a change. Ziply Fiber is currently negotiating with Experian (the actual service provider) to design an offering that is best for our customers. Frontier or Ziply Fiber will actively communicate with you if there will be changes to your service.

    Content Anywhere Cloud Back-Up
    Yes, there is a change, sort of. Ziply Fiber has elected not to work directly with the vendor that actually provides the Content Anywhere service for Frontier.

    We have made arrangements for you use Frontier’s version of the application for now, and we will communicate any alternative offerings we may introduce in the future.

    My Premium Tech Pro
    There was no change to this service. However, after May 1, please update and use the contact number 1-866-442-3176.

    Equipment Protection Plan
    Yes, there is a change. Frontier is transferring your account directly to Asurion, the 3rd party partner who provides this protection service. You should have received information directly from Asurion about the change. The fee for this service will no longer be on your bill from Ziply Fiber after this change.

  • Are there changes to the way I log in to these Secure/Privacy services?

    Yes, there are new Ziply Fiber branded apps. Watch for a welcome email with instructions for downloading the new Ziply Fiber branded apps.  You will use the same login you use for Frontier to set up your new account. 

    • Frontier Multi Device Security is now Ziply Device Safety
    • Frontier Secure PWD-Password Manager is now Ziply Password Manager
  • What happens to all my content/data that I had backed up while using Frontier Content Anywhere?

    Your content/data is safe. You will continue to use your existing Frontier Content Anywhere application.

  • Will there be any change to my Identity Protection Service?
    • There is a new website for Ziply Fiber customers. To log in to Identity Protection, go here: https://idmonitoring.ziplyfiber.com
    • You will continue to use your existing login and password.
  • Will there be any change to the way I access my Multi Device Security and Secure PWD Password Manager services?
    • Yes, you will need to download the new Ziply Fiber branded versions of the app. Ziply Fiber will send you an email with your new login credentials and download links.
    • If you have any questions about this, please call us at 866-699-4759.
  • What happens to all my passwords I have saved on my Frontier Secure PWD – Password Manager?
    • All the passwords that you saved/stored on Frontier Secure PWD – Password Manager will continue to exist on the device(s) on which you are using this service.

    • After you download the new Ziply Fiber Password Manager, your passwords will be transferred to the Ziply Fiber app/client.
  • What OSS systems will Ziply Fiber support for the acquired properties?

    As part of an agreement to provide certain transition services to Ziply Fiber, prior to cutover Frontier will replicate its existing OSS and manage within a separate data center. The replicated Virtual Front Office (VFO) will contain the historical Order, Pre-order (saved only) and Trouble Report transactions for the four northwestern state properties listed above. Post-Closing Date, all transactions for the above listed properties must be submitted to Ziply Fiber via the replicated OSS.

  • How do I establish connectivity?

    Customers with existing User IDs and access to Frontier’s Virtual Front Office (VFO) prior to closing will have duplicate access to the Northwest Four State VFO. User IDs and passwords will remain the same. A new VFO URL will be provided.

    Customers bonded with Frontier prior to February 1, 2020 will have been contacted by Frontier to establish new connections to the Northwest Four States data center.

  • Will the Carriers be provided an opportunity to test the new OSS?

    Testing will be hosted prior to close by Frontier and is available to bonded carriers processing LSR, ASR, and TA transactions. Testing will begin in February 2020. Bonded carriers who wish to perform testing should email their intent to test as follows:

  • Will there be an additional maintenance window scheduled for the Close date?

    Yes. Frontier will publish the System Availability Schedule Exception once the system unavailability schedule is confirmed for the night of Close.

  • What is the process for issuing User IDs, resetting passwords, etc., using the VFO GUI?

    Existing Frontier VFO GUI users will be given the same level of access to the Ziply Fiber VFO GUI. User IDs and Passwords will remain the same.  System administrators for each company will continue to have the ability to create new User IDs for their company users, as necessary.  A new Ziply Fiber VFO URL will be provided.

  • Will order templates created in VFO expire after a period of time?

    The VFO order templates remain until the user who created the template deletes it.

  • When are orders archived or dropped off the VFO Order List?

    Currently, all transactions remain in VFO and can be referenced at any time. A Carrier may choose to make orders “Inactive,” so they no longer appear on an order list but they will still be available via the Filter or Search functions.

  • Will there be an additional maintenance window scheduled for the Close date?

    Yes. Frontier will publish the System Availability Schedule Exception once the system unavailability schedule is confirmed for the night of Close.

  • Are digital certificates required to access the VFO GUI?

    VFO is a web-based application that currently operates on the following web browsers:  Internet Explorer version 11 (backward compatible with IE9 and IE10) or Google Chrome version 32.  No digital certificates are required.

  • What is the URL to the Ziply Fiber VFO GUI?

    The VFO GUI URL will be provided at cutover and will be available from the Ziply Fiber Wholesale Operations Website. 

  • Will there be a transitional period where both Frontier and Ziply Fiber systems will allow Carriers access to order, CFA or other information they may need?
    • At close, Frontier systems will no longer be used to access orders and information for Idaho, Montana, Oregon and Washington. The Ziply Fiber systems will be used to access this information.

    • ASR and LSR order transactions still pending at the time of cutover will be handled by Ziply Fiber as inflight. Inflight PONs will be loaded into Ziply Fiber’s VFO platforms and will be visible to customers.

  • Which OSS will be used to submit supplements on PONs still pending at close?

    The replicated VFO containing the historical transactions for the Northwest Four States will be transferred to Ziply Fiber at close and will be available for supplement activity on inflight PONs post-close.

  • Will historical ASR, LSR and TA transactions for the Northwest Four States be available in the Ziply Fiber VFO?

    Yes.

  • Will we be provided a new VFO URL at Close?

    Yes. The Ziply Fiber VFO URL will be provided in conjunction with closing and will also be available on various pages of the Ziply Fiber Wholesale Operations Website via link/button as available today on the Frontier Wholesale Operations Website.

  • How will Carriers be informed of the new processes and procedures to follow post conversion?

    At close, Ziply Fiber’s process and procedure documents for submitting transactions are published on the Ziply Fiber Wholesale Operations Website.

  • Does Ziply Fiber accept manual ASRs or LSRs submitted via email or fax?

    ASRs and LSRs are only accepted via the VFO GUI or by an acceptable e-bonded solution.  (See section C.)

  • Will Ziply Fiber provide access to performance measure reports?

    Yes. At cutover, Ziply Fiber will provide a separate Customer Wholesale Portal (CWP) for various CLEC reports including the metric reports C2C and PAP.  To access these reports, CLECs must register for them on the portal.

  • Will we have Address and CFA validation through Ziply Fiber interfaces for acquired services in Idaho, Montana, Oregon and Washington?

    At cutover, Ziply Fiber will provide Address and CFA validation pre-order transactions, for Local and Access services, through VFO or e-bonded applications.

  • Where will Ziply Fiber house ASR and LSR customer job aids?

    Ziply Fiber ASR and LSR ordering job aids and other references are available from the respective Access and Local Services pages of the Wholesale Operations Website.

  • If a PON submitted to Frontier prior to close, is rejected by Ziply Fiber post-close, how will that be handled?

    Any ASR that was submitted prior to close that is rejected post-close will receive a C/NR in the Ziply Fiber VFO.

    Any LSR that was submitted prior to close that is rejected post-close will receive a Reject in the Ziply Fiber VFO.

  • Will the Ziply Fiber business rules be based on the Northwest Four States business rules?

    Yes. The published business rules for the Northwest Four States on the Divestiture page of the Frontier Wholesale Website will be the Ziply Fiber effective version of business rules at close.

  • When will Ziply Fiber publish ordering contacts for Access and Local services?

    Published contact lists for the various ordering segments will be available online from the Ziply Fiber Wholesale Operations Website at close.

  • Will Ziply Fiber have the same holidays and Blocked Due Date schedules as Frontier?

    Ziply Fiber plans to mirror the Frontier Holiday and Blocked Due Date schedules after close and throughout the remainder of 2020.

  • What is Ziply Fiber’s ACNA/CCNA?

    Ziply Fiber’s three-character code identifying the common language IAC code for customers submitting ASR or LSR transactions (ACNA/CCNA) is: NFZ.

  • Will we have similar references available to us on the Ziply Fiber Wholesale Operations Website that we currently have available from the Frontier Wholesale Operations Website?

    Yes. The Ziply Fiber Wholesale Operations Website will be a replication of the Frontier Wholesale Operations Website with the same references, job aids, order samples and technical guides as are available today on the Frontier Wholesale Operations Website and will be published in conjunction with closing.

  • What version of ASOG will Ziply Fiber be using at cutover?

    ASOG Version 60

  • What is the Access Center contact information for ASR order inquiries?

    Ziply Fiber Access Center contact information will be published on the Access contacts page of the Wholesale Operations Website.

  • What ICSC Code will be used by Ziply Fiber at cutover?

    Ziply Fiber will use ICSC code FV03 for the Northwest state properties acquired in Idaho, Montana, Oregon and Washington.

  • Will all in-flight ASRs be transitioned to Ziply Fiber OSS?

    Yes.

  • Does Ziply Fiber require customers to provide PNUM, SPEC Codes, and VTAs on ASRs?

    Yes. Customers remain responsible to populate the proper PNUM, SPEC Codes, and VTAs on all submitted ASRs.

  • Will PNUM and VTA contract codes remain the same for ASRs submitting post-close with Ziply Fiber?

    Ziply Fiber will adopt the Frontier Communications PNUM and VTA rules, no changes are expected. Prior to close, Ziply Fiber will publish all customer job aids on their external website.

  • Will Ziply Fiber acquire ICSC FV03 at close?

    Yes. Ownership of ICSC FV03 will be transferred to Ziply Fiber at close.

  • When will we be provided Ziply Fiber order contacts for ILEC to ILEC Meet-point Orders?

    At close, Ziply Fiber will provide Access ordering contacts that will be utilized for any ILEC to ILEC Meet-point Order inquiries.

  • Will embedded circuits being converted from CZ05 to FV03, at close, have circuit ID changes?

    No. There are no planned circuit ID changes to the embedded base circuits for the Northwest Four States.

  • Will circuit IDs assigned on inflight PONs be converted to the new TELCO ID suffix?

    No. Inflight PONs assigned circuit IDs prior to close, will retain the assigned circuit IDs.

  • If we submit an ASR post-close to make a change to an existing circuit in the Northwest Four States, will Ziply Fiber be assigning a new circuit ID suffix (Telco ID)?

    No. The only situation that would prompt a Circuit ID change on an existing circuit would be if the customer submits related ASRs (RPON) with Activity D and Activity N for an unrelated reason.

  • Will Ziply Fiber be setup to provide PTA using the ASOG method?

    Frontier currently sends PTA via the specific Frontier platform developed prior to ASOG PTA. The existing manner in which Frontier provides PTA for the Northwest Four States today, will continue with Ziply Fiber at close. The Frontier PTA platform has been replicated to transfer to Ziply Fiber at close.

  • Will embedded circuits submitted as ICSC CZ05 have a circuit ID change?

    Any circuit that was installed prior to close will retain the existing circuit ID. New orders issued against these circuits post-close must be submitted via ICSC code of FV03. This will not change the Circuit ID.

  • How will we submit a supplement for an inflight ASR submitted as CZ05 in one of the four northwest states?

    Inflight ASR PONs for the Northwest Four States will not be repointed to ICSC FV03. After close, supplemental activity for pending ASRs directed to any ICSC other than FV03 initially, must be directed to the same ICSC. Any new orders submitted for the northwest four states post-close must be directed to ICSC FV03.

  • Will Provider Notifications (aka - Line Loss Reports) be available?

    At cutover, Ziply Fiber will provide a Customer Wholesale Portal (CWP) for various CLEC reports including Provider Notifications. To access these reports, CLECs must register for them on the CWP. The Ziply Fiber CWP URL will be provided at close.

    CLECs may view the Provider Notification reports in the CWP or elect to have the Provider Notifications transmitted via an e-bonded option by selecting this option on the Connectivity Form. Registration on the CWP is also required to generate the reports even with the e-bonded option.

  • Will Ziply Fiber accept LSR Directory Listing order via electronic method or batch for the acquired properties of Idaho, Montana, Oregon and Washington?

    Ziply Fiber will process LSR transactions submitted via VFO, EDI or UOM for all directory listings in the acquired properties.  Batch files will not be an available option.

  • What is the Local Center contact information for LSR order inquiries?

    Ziply Fiber Local Center contact information will be published on the Local contacts page of the Wholesale Operations Website.

  • Will Provider Notifications (Line Loss Reports) be available with Ziply Fiber post-close?

    Yes. The Customer Wholesale Portal (CWP) is being replicated for Ziply Fiber. The replicated CWP will contain the Provider Notifications for the Northwest Four States being acquired, post close. Customers with current access to the Frontier CWP will have duplicate access to the Ziply Fiber CWP.

    Customers currently established to receive Provider Notifications via EDI will have that functionality replicated in the Ziply Fiber OSS and will continue to receive Provider Notifications via EDI as long as they have a new bonded connection to the new Northwest Four States data center at the time of close.

  • Will Ziply Fiber maintain the same Local Ordering Codes that Frontier supports today?

    Yes. At close, Ziply Fiber will support the existing Frontier S&E Ordering Codes for Local Services, in the properties being acquired.

  • What system will be used for Trouble Administration?

    At cutover, Ziply Fiber will use the Trouble Administration module of VFO GUI and Synchronous Exchange Path for electronic bonding using tML.

  • What e-bonding protocol will Ziply Fiber support?

    Ziply Fiber will support TML ANSI T1.227/T1.228.  For more information please visit the Trouble Administration page of our website.

  • Are we required to submit troubles via VFO-TA or e-bonded TA?

    All initial trouble ticket submissions or trouble ticket status requests must be submitted using one of the following:

    • Virtual Front Office – Trouble Administration Module (VFO-TA)

    • E-Bonded TA (EBTA) via tML For more information visit the Repair page of our website.

  • Will we continue to use the existing Frontier repair numbers for Idaho, Montana, Oregon and Washington troubles after Cutover?

    Ziply Fiber Repair Center contact information will be published on the Repair contacts page of the Wholesale Operations Website.

  • How can I be alerted to VFO-TA system outages?

    Ziply Fiber offers customers the ability to subscribe to certain types of notifications.  System Updates Notices provides alerts and/or updates when there are OSS system issues with VFO.

  • Will Ziply Fiber honor existing TSP coded accounts in service with Verizon?

    Ziply Fiber will receive information at close that will identify the existing TSP accounts in the acquired properties. Ziply Fiber will retain and honor existing TSP information at close.

  • Where we have active chronic cases, will the current status, pending follow-up and ownership be retained by Ziply Fiber at close?

    All open tickets will be converted by Ziply Fiber at close and will be worked to completion.

  • Will Ziply Fiber provide a repair escalation list?

    At close, Ziply Fiber will publish repair contacts on the wholesale operations website. 

  • Will I need to apply for new Northwest Four State Collocation Access Cards?

    No. Holders of currently active Collocation Access Cards, to a Frontier ILEC office in Idaho, Montana, Oregon or Washington will automatically be issued a new Northwest Four State Collocation Access Card to be used after closing of the proposed transaction.

  • If my current Collocation Access Card expires before Close, will I need to apply for a new Access Card?

    Yes, this is BAU. If your current Collocation Access Card expires before Close, you will be required to complete and submit the Frontier Collocation Access Card Application to receive a new card for use prior to Close.

  • Will Ziply Fiber utilize Intrado for PS-ALI record updates?

    The 9-1-1 Database Provider, Intrado, will remain the same. The customer will see a Ziply Fiber branding change after close. New USER IDs will be issued, except for Carriers in Idaho managing their own database. The security token is expected to be reused. Database functionality will remain the same. Ziply Fiber will communicate changes and provide contacts to users in case of questions or issues.