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Retail internet provider Yayzi Broadband has today suddenly started informing their residential broadband customers, specifically those served using CityFibre’s national Fibre-to-the-Premises (FTTP) network, that they’re being “transferred” to UK ISP Zen Internet. We’ve also had this confirmed by one of Zen’s support reps.
In a brief email to customers, which took some of them by surprise, Yayzi claims that the “change is part of our commitment to ensuring you continue to receive fast, stable, and high-quality broadband“. However, transferring your customers into the ownership of an entirely separate ISP does tend to suggest that something may have gone wrong, rather than right, for the company.
Questions started to be raised after some of Yayzi’s existing owners set up a new provider called nufibre earlier in the year (here), which seemed to be offering the same sort of packages and targeting the same sort of customers as Yayzi. Since then, the nufibre branding has been seen elsewhere within Yayzi, although the new provider has yet to go fully live.
Suffice to say that many customers were already expecting to be shifted over to nufibre at some point, but instead quite a few of them will now be going to Zen Internet.
Copy of Yayzi’s Email (Personal Details Redacted)
Dear xxxxxxxxxxxxxxxxxxxx,
We’re writing to inform you about an important upcoming change to your broadband service.
Yayzi Broadband customers currently connected via the CityFibre network will soon have their service transferred to Zen Internet — a highly respected UK provider known for its award-winning customer support, reliability, and technical excellence.
This change is part of our commitment to ensuring you continue to receive fast, stable, and high-quality broadband.
Why Zen Internet
A Which? Recommended Broadband Provider, Zen has built a strong reputation over the last 30 years for delivering exceptional service, with a focus on performance, support, and customer satisfaction. We’re confident they will continue to provide you with a great experience, just as you’ve come to expect from Yayzi.
What you can expect:
• No action is needed on your part.
• No immediate changes to your current speed, package, or price.
• Zen will contact you directly with full details about your account and next steps.
• The transfer will be smooth and with minimal disruption to your service.Looking ahead
We want to take this opportunity to thank you for being part of the Yayzi journey. From launching the first multigig services on the CityFibre network to growing our community of customers, it’s been an honour to serve you.
Need help or have questions?
We’re here to support you throughout this transition:
Yayzi Broadband: Email hello@yayzi.co.uk or log in at https://my.yayzi.co.ukZen Internet: www.zen.co.uk/live-chat
Thank you once again for your support and loyalty. We’re confident you’ll be well looked after by Zen.
Warm regards,
Martin Gardner
CEO, Yayzi Broadband
We’ve contacted Yayzi’s CEO in the hope of gaining some clarity over their decision to do this.