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.

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

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.

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

No, your bill will remain the same.

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

• 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.

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

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

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

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.

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.

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).   

Your rates will not change.

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.

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.

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

No, your bill will remain the same. 

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.

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’.

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

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

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.

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

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

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

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

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

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.

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

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.

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.

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

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.

No, your bill will remain the same. 

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.

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

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.

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

Yes. You can use the same payment methods.

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.

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

All credit adjustments transferred to your account 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)

Yes. All discounts or pending credits have been honored.

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

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.

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

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.

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

Yes. You can use the same payment methods.

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.

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

All credit adjustments transferred to your account 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)

Yes. All discounts or pending credits have been honored.

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

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

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. 

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

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

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

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.

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.

No billing media changes are planned at this time. 

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

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.

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

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

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.   

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.   

No. Your phone number stays the same.

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.

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

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

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

• 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).

No.  You continue to call 911 in an emergency.

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

No. Your phone number stays the same.

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.

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

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

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

• 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).

No. You continue to call 911 in an emergency.

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

Yes. Your Centranet services continue to be supported.

Yes. Ziply Fiber provides SmartVoice.

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

Yes. Your lease transfers to Ziply Fiber.

No, welcome to Fiber TV.

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

No, welcome to Fiber TV.

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

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

• 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.

• 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.

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!

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!

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

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

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

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

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

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

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.

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

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

• 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.

• 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.

• 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.

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.

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

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

• 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.

• 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.

• 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.

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.

ASRs and LSRs are only accepted via the VFO GUI or by an acceptable e-bonded solution

• ASR/TA Intent to Test:
  Email to: [email protected]
  Subject line: Request to Schedule NWF ASR Testing

• LSR/TA Intent to Test:
  Email to: [email protected]
  Subject line: Request to Schedule NWF LSR Testing

• More information is available from the Frontier Northwest Four States Divestiture page at:
  https://wholesale.frontier.com/wholesale/carrier-services/northwest-four-states-divestiture

IXCs currently utilizing CARE services with Frontier’s ILECs in Idaho, Montana, Oregon and Washington, who wish to continue to utilize CARE services with Ziply Fiber, must complete and submit the PIC CARE Feed Connectivity Form.  

• https://wholesale.frontier.com/docs/default-source/wholesaledocs/northwest-fiber-pic-care-connectivity-form.docx

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.

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:

• ASR/TA Intent to Test:
  Email to: [email protected]

• Subject line: Request to Schedule NWF ASR Testing

• LSR/TA Intent to Test:
  Email to:[email protected]

• Subject line: Request to Schedule NWF LSR Testing

• More information is available from the Frontier Northwest Four States Divestiture page at:;
  https://wholesale.frontier.com/wholesale/carrier-services/northwest-four-states-divestiture

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

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.

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

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.

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

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.

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

• 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.

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.

Yes.

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.

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

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

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.

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

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.

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.

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.

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

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

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

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.

ASOG Version 60

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

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

Yes.

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

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.

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

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

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

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

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.

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.

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.

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.

LSOG 9 – Northwest Four States Version 9.30.20.1.  The Local Business Rule Version 9.30.20.1 documents are available from Frontier’s Northwest Four States Divestiture page at:  

• https://wholesale.frontier.com/wholesale/carrier-services/northwest-four-states-divestiture

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.

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.

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

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.

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

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

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

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.

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

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.

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.

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

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

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.

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.

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.