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Review by ethaves 
member for 12 years, 176 visits, last login: 10.4 years ago
updated 10.5 years ago
 Milwaukee,Milwaukee,WI
 $150 per month- (12 month contract)
 Ameritech- CLEC party: NorthPoint
 "Excellent install coordination and pre-sales support" "Poor line speed, frequent service outages, tech support hold times exceeding 90 minutes" "Avoid this ISP for business use. Worse than the actual problems is the complete lack of responsiveness by the company"
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I'm so glad they went out of business.
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Review by spindustrious
member for 11 years, 1 visits, last login: 11 years ago
lodged 11 years ago
- San Francisco,San Francisco,CA
 Business customer- $99 per month
- (12 month contract)
 about 20 days- SBC
- CLEC party: Covad
- "Good service, support..."
- "They're bankrupt..."
- "Don't do it! Find someone else"
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I picked Zyan because they had a good plan for our small office. They also allowed server operation on their lines, something we wanted to be able to do. The signup process was a cinch, as was installation. We experienced none of the horrors that so many DSL subscribers have encountered. We had no real outages or problems. They once overbilled us but quickly straightened that out. They returned all of our calls.
Then this weekend (May 4, 2001), stuff started acting weird. So today I gave them a call and found out that they're bankrupt and transfering all accounts to DSL.net. Gee, they filed with the courts in December and in May they still haven't notified their customers!?!?! I don't expect to get my tech support call returned.
The plan that DSL.net is proposing is 50% more costly than our current plan: apparently Zyan is above its own contract. Forget that! It's off to Speakeasy.net we go! Let's just hope they don't go under...
I had no idea that Zyan was treating so many customers so poorly. I 'm glad I didn't have to deal with the half of what some of you poor souls had to put up with. It's unacceptable that service would be so disparate for different customers. I guess I'm getting out of it at a good time...
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Review by macking104
member for 11.4 years, 80 visits, last login: 1.1 years ago
updated 11 years ago
- Los Angeles,Los Angeles,CA
- $189 per month
- (12 month contract)
- SBC
- CLEC party: Covad
- "its DSL. Can get an ISP transfer form signed"
- "its ZYAN"
- "Choose someone else!"
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IF YOU HAVEN"T DONE THE MIGRATION TO DSL.net, do it this week, or Zyan may cut your line. see www.zyan.com for details.
Wow! tech Support at dsl.net!!!
Well, last week we were cut off in mid day. Suddenly we received the 'Internet Access' terminated screen due to non payment of bill. Checking into the matter, we found out that Zyan HADN'T SENT US A BILL since October. They demanded payment immediately. Ended up paying the amount $580.90 and blasting off 3 emails to evryone I knew at Zyan complaining.
Service was restored in 4 hours--always nice with 200 telecommuters relying on email for work.
I guess we have been lucky on actually receiving fairly reliable service. There are latency issues but most streaming audio/video seem to not get cut off. As long as their system is running we are okay. Get ghost town voice messaging trying to call them, though.
We are switching ISPs once we find a reliable ISP with tech support. After saying I was going to knock on their door, Zyan emailed saying they will sign the ISP Switch form so we can switch for free.
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 Review by dsldisaster
member for 11 years, 862 visits, last login: 352 days ago
lodged 11 years ago
- San Jose,Santa Clara,CA
- $59 per month
- (12 month contract)
- SBC
- CLEC party: NorthPoint
- "Rare"
- "Connection, Tech Support, Billing, Management"
- "R.I.P."
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Rest In Peace Zyan.
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 Review by statemachine
member for 11.3 years, 1225 visits, last login: 6.2 years ago
updated 11 years ago
- Saint Louis,Saint Louis,MO
- $156 per month
- (12 month contract)
- about 120 days
- Southwestern Bell
- CLEC party: NorthPoint
- "none!"
- "Extortion, non-existent tech support, non-existent customer service"
- "Stay away!"
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UPDATE 4/30/2001: Since Northpoint's demise, my DSL data service has gone down, though the line still synchronizes. (I leave the modem on for amusement.) I have never gotten a call from Zyan about my line being shut off. Since I anticipated this, I ordered from Speakeasy/Covad before my line went down, and was only completely down for a week. After I was live again, I got e-mails from Zyan requesting that I sign up with InternetConnect and get switched over, and sign a contract with them for SDSL. Too little too late. I have no proof, but I'm fairly certain Zyan and InternetConnect are run by the same people. I'm not getting mixed up in that ISP scam again.
--------
I just spent all day on the phone trying to get my DSL back online, with no help from Zyan reps Jennifer Scelsi and supervisor Karen Duncan.
How did this happen?
At the beginning of December 2000, after months and months of waiting, I had my dsl activated. (200x200 SDSL) Then Zyan files for Chapter 11. I receive my first bill in the mail on December 18 for $156.45. On December 29, I receive an email from billing@zyan.com saying that I have past due invoices and I either give them my credit card number or they will send it to a collections agency and sue me. Exact wording is:
--begin quote--
Please understand that if you withhold payment on open accounts, Zyan will
have no choice but to consider terminating all services rendered to you and
refer this matter to a collections agency.
Once your account is with a collections agency, you may be subject to the
following actions:
- Notification to credit agencies
- Litigation to collect on our outstanding invoices
- Summary Judgments or Liens on Assets
-- end quote --
My bill isn't even due yet! So I email billing@zyan.com and receive no reply. I left a voice mail message, no reply.
January 7 through January 8, 2001: DSL is completely down for 18 hours. I call in when the tech support office is advertised as open and Zyan's phone system directs me to leave a message. No response. A few hours later I leave another message. No response. I email tech support from work. No response other than the auto-responder. Evening of Jan. 8, I shoot off a message to customercare@zyan.com and ask for the credit I'm supposed to get since the outage was longer than 8 hours. No response.
January 16. Ever since my service was restored following Zyan's router breaking at gate.stl.zyan.com, I have been routed through gate.chi.zyan.com. This has caused frequent packet loss, and high packet delays. I sent emails to customercare@zyan.com and support@zyan.com. I got a reply from Karen Duncan. But not about Zyan's messed up routers. Here's the text:
--begin quote--
To date, we have not received your payment for the outstanding
charges listed above nor have we received a response from our
previous requests for payment.
To avoid interruption of your DSL services, it is imperative we
receive payment for the amount shown above to bring your account
current within 7 days from this notice date. If your service is
suspended or terminated due to nonpayment, a reactivation fee of
$250.00 will be required to restore your service.
Please visit »billing.zyan.com to make payment via our
online credit card tool. (There is also information on this
website for submitting payment by check.) Do not call or email
Zyan regarding this issue. You must submit payment or make a
dispute via the above website.
--end quote--
Yes that's right. They could care less about the service quality. They're only about extorting money from what little of their customer base hasn't sued them already. Now they want $374.00. I paid my previous bill in full, and on time. Now they want even more money?? So I sent a reply to Karen Duncan and carbon copied customercare@zyan.com. No reply.
January 18: Received email from Jennifer Scelsi. Now they want $530.00. I reply to that email and carbon copy customercare@zyan.com. No reply. I leave a message on Zyan's phone system asking for an explanation. No reply.
January 25: My service is suspended. I figure that if I'm going to get anywhere at all with this fraudulent company, I'll just pay the charges to get service re-activated, and sort it out later. Two times I try the online system, and two times my request is rejected. It says someone will contact me in 24 hours, but Zyan has been less than trustworthy.
January 26:
I called them at noon. Since I know the first three letters of Jennifer Scelsi's last name, I type that into the directory system, get an extension number, and call her directly. Wow! I actually got a hold of her on the first try. I explain the situation, and she says there's no discussion, I owe them that amount, period. So I tell her that I tried paying through the online system but it didn't go through. She put me on hold and when she came back she claimed that she tried the transaction again but it didn't go through. So I gave her the phone number to my bank's credit card agency so she could do a merchant account authorization since it was obvious Zyan's equip was broken. She refused. She then transferred me to Karen Duncan who then refused to do anything at all, and then hung up on me. I called my credit card company and they said everything was fine, and didn't understand why Zyan didn't just call them. I called Zyan several times after that, but either got voice mail, or I would get put on hold by Ms. Scelsi, never to return. My credit card company called back at 4:30 and said they had spoken to Ms. Scelsi at Zyan and Zyan said the online system was working now. Great! So I entered it and low and behold it actually worked. 25 hours after the initial outage, I'm back up again.
For those of you who don't think you have recourse against companies who perpetrate extortion like this:
FCC: 888-225-5322
Give them a friendly jingle. They themselves can't do much, but if everyone starts complaining about lousy dsl, it may attract some attention there.
FTC: 877-382-4357
Federal Trade Commission. They regulate Interstate Commerce. They will be happy to file a complaint on your behalf.
CPD (Missouri) : 800-392-8222
Consumer Protection Division, State Atty Gen. Jay Nixon's office. Let him know, even if you aren't in Missouri, that Zyan is jerking you around.
NFIC: 800-876-7060
National Fraud on the Internet Commission. 'nuff said.
I still haven't gotten the bill for next month's service....
Final Grade? F
Stay away from this company no matter what!
Update: 4/9/02 Nothing has changed, except Northpoint went under a year ago, and I have Speakeasy/Covad DSL now.
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Review by (hidden by request)
(review was emailed from domain webmethods.com)
lodged 11.1 years ago
- San Jose,Santa Clara,CA
- $99 per month
- (12 month contract)
- SBC
- CLEC party: Covad
- "not a single thing"
- "no one answer phone, wrong bill, empty threats"
- "DO NOT USE THEM, DO NOT PAY THEM"
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I signed up with COVAD DSL thru Zyan Communications about half a year ago.
Now Zyan had gone bankrupt, and I am stuck between a rock and a hard place.
I had recently moved out from my apartment which I used to get DSL service,
now I want to move my service to the new location.
However, from email exchanged with Zyan, the only way for me to move my
service is "to issue a new line"
And since Zyan is not issuing any new DSL line (due to bankrupt), I can not
move my service.
If I want, I can switch ISP and have the new ISP serve me at my new
location, however, that would mean I have to cancel out my exiting contracts
with Zyan, and incur a $300 fee + half of the remaining monthly charges
(about another $300).
So basically the choices I have are:
1. do nothing till my contract is up and pay them
monthly.(which is what I am doing right now)
2. switch ISP and repay the setup fee and $600 in fine.
I have tried to contact a live person thru phone in Zyan to no avail, it
seems they are only answering the emails.
I also tried to contact COVAD.NET, but the answer I got was to "Call Zyan".
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Review by Tball3
member for 11.3 years, 8 visits, last login: 10.9 years ago
lodged 11.3 years ago
- Worcester,Worcester,MA
- Business customer
- $299 per month
- (12 month contract)
- about 20 days
- CLEC party: Covad
- "None"
- "All"
- "Class Action suit"
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They are thieves. I had an agreement with a guy named David Brown at Zyan that my bill was going to be lowered to the 194Kbps rate because that's all I was getting because of a line problem that Covad had confirmed. I was supposed to be getting 1.1 up and down I was only getting at best 200Kbps and I was not going pay for something I was not getting. So 4 months go bye with no fixes to my line and I was not going pay them. I made those arrangements with David Brown to pay the 196 Kbps rates and paid the bill. 2 weeks later mid day no announcement my service is cut off. Get a letter the next day saying I owed the full amount nothing in there about the agreement I had made with David Brown. Well what they do not understand is my attorney was present when this agreement was made. He was a witness to the whole conversation and Zyan knew he was there.
What I want to do is start a Class Action Suit against these Crooks so this does not happen to anyone else's business. Anyone wanting to get in on this can email me at Thomasr@ttdsystems.com
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 Review by BCarpenter
member for 11.5 years, 84 visits, last login: 8.9 years ago
updated 11.3 years ago
- San Jose,Santa Clara,CA
- $60 per month
- (12 month contract)
- about 90 days
- SBC
- CLEC party: NorthPoint
- "The Pre-Sales Team seem to be much more knowledgeable than Zyans actual Tech-Support Team."
- "If you ever actually get your line up, it's all down hill from there."
- "Provided Zyan does not fold in the coming week's, DO NOT USE THIS COMPANY!"
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January 25, 2001
Since my last post, everything was going great! Northpoint located the problem that was causing our DSL to not respond properly and after months of living a nightmare, we were back online! Then I made a mistake.... I went to check mail this morning and discovered we had no DSL service.
Zyan disconnected us without warning. After having all my calls ignored and being told by Zyans fine voice messaging system to leave yet another message or send yet another email, that we had been disconnected. I went their billing site and there it was in black and white.
We have an ongoing billing dispute where Zyan has over billed us by $402.46. On January 17th, we were told ONCE AGAIN that it had been taken care of. We've found out the hard way that the problem is far from being resolved.
We cannot get a hold of ANYONE, either by phone or email. We have been completely ignored. So my business partner listened to the Zyan company directory and wrote down every name and extension number, hoping to contact someone after leaving a message on almost every extension. Still, no one has attempted to contact us by telephone or acknowledge the numerous emails we have been sending to every address we can find.
I filed an official complaint with the Better Business Bureau in Los Angeles this afternoon. If you wish to file a complaint with them online, the web address is;
»www.bbbsouthland.org/labbbcomplaint.html
Zyan Communications
707 Wilshire Blvd. #1400
Los Angeles CA 90017
Business Started: 12/01/94
File Open Date: 11/18/98 ~~When the first complaint was filed against them.
Last Report Date: 01/25/01 ~~The complaint we filed against them.
Principal Contact: Crosby Haffner
Phone: (213) 488-6100
Fax: (213) 488-6101
EMail: kduncan@zyan.com
Web Address: »www.zyan.com
Bureau ID: 13091001
Member Status: Member
Join Date: 01/07/99
Thank you Zyan, our company is virtually dead in the water thanks to your fine work ethic, company policies and stellar customer care.
................... LATEST UPDATE- THE SAGA CONTINUES ...................
DECEMBER 01, 2000
It is now 5:07 PM and I am on the phone holding with my partner, waiting for Northpoint to figure out why an IW Tech that was dispatched yesterday and was scheduled to be here between 9 AM and 5 PM, has not shown up yet.
I received a telephone call at 3 PM from a gentleman who said he was from Zyan and wanted to confirm that an IW tech would be out to the location on Monday between 9 AM and 5 PM.
When I called Zyan to complain, I was told that this person was not from Zyan and was probably the dispatched Northpoint Tech trying to get out of making today's scheduled service call.
When my partner told Zyan, on our conference call, that this was unacceptable for our company to be down all weekend, that this had to be resolved before Zyan shut down the phones support, and that Zyan was our service provider and was therefore responsible for us as their clients, his reply was "I am only responsible to do what I can do and there is nothing I can do."
We were then transferred to talk to a supervisor that is the second supervisor today, who has not returned our repeated phone calls. On both occasions we were directed to voice mail.
The first Zyan tech actually said to me "Ok, she told me to transfer you to her voice mail." and did just that before I even had the chance to say a single syllable.
Zyan has completely dumped us and left our company stranded without DSL service for the weekend. They say there is nothing that they can do. Now we are left in the position to explain to our clients why we cannot maintain them for the weekend.
At this point, Zyan has cost our company hundreds of dollars in revenue for lost time and client upgrades, not to mention placing a huge black eye on our company, betraying our effected client's trust in us.
The Northpoint rep is now trying to get Zyan on the line, to no avail because Zyan is now closed until Monday morning at 5 AM.
More to come later.
.............. MY PREVIOUS POSTING EARLIER TODAY ..............
DECEMBER 01, 2000 UPDATE
I know that this may come as a shock to all of you but, ZYAN IS DOWN AGAIN! Our company has been down since 11:32 AM yesterday and all Zyan can do is point fingers at everyone else.
TECHNICAL SUPPORT:
Just when I thought that it could not get any worse, I call Zyan to report the outage and am greeted by a lovely voice telling me that Tech Support is now available from 5 AM to 5 PM Pacific Standard Time. Thank goodness that I happen to fall within this new stellar service time block.
After spending hours on the phone waiting, I finally get to talk to a body. He places me on hold to contact Northpoint not knowing that if he left me on hold for more than 4 minutes, a recording would come on telling me to leave a message or send an email and then proceed to disconnect me.
I made the mistake of giving the tech the benefit of the doubt by thinking, "... he has my phone number and account information and will surely call me back." WRONG, WRONG, WRONG!!
I called Zyan back for another marathon hold session and about an hour later we get a call from a completely different tech concerning a different Zyan issue.
This poor gentleman is trying his best to help us but, every time he places me on hold, he must return every two minutes to keep the line active. I still lost my telephone connection a few times, but he always called me right back.
RESOLUTION
"Northpoint has pinpointed the problem and we will dispatch them out to you."
After I gave them the availability hours, I was told Zyan would contact me within the hour to advise us of a timeline for Northpoint.
We're still waiting.... tic toc tic toc tic toc
PRESENT DAY
Currently I am on the telephone with my business partner and a tech from Northpoint. They are testing the lines... AGAIN. No one has a clue what is wrong... AGAIN. They are setting up a time to send out a tech... AGAIN. While I sit here using my 'FREE' $60.00 per month Zyan dial up that is slower than a snail making its way through a vat of molasses, and listening to client's complain because we cannot upload their account changes due to the fact we are not holding onto a firm connection with the Zyan dial up.
I smell the aroma of a class action lawsuit in the making. I suppose we should just get in line behind the others with our same sense of smell.
....................... MY PREVIOUS POST .......................
Where to begin? Our company went with Zyan because we believed that we would get what we were promised from the sales representative. After a month or so, the service they could offer us was steadily declining in speed, yet the price was holding firm. We eventually canceled installation after two months of dealing with Zyan's indecision.
One day, out of the blue, a box arrives via Airborne Express, with the DSL equipment inside. The very next day, we received a phone call from Zyan saying an installer would be out the next day to install the DSL. Confused, but somewhat happy to get a line installed, we agreed. Hind sight is 20/20.
In the 4 months that we have been under contract with Zyan Communications, we have sustained approximately 10% up time of their promised 99.09% GUARANTEED uptime.
Technical Support is an absolute nightmare but, a breeze if you have the hours freed up to invest in their stellar hold times of 3+ hours per call. Just last week, I personally logged 16 hours and 42 minutes on hold waiting for support. This time was spanned over a mere THREE phone calls, placed in less than 48 hours time.
After I was finally able to convince Zyan that we definitely had an issue with the line, they sent out PacBell and Northpoint to perform tests on our lines. As in the past, it was a Zyan issue, and had no connection to the lines PacBell put up or the Northpoint installation, as Zyan had proclaimed over and over.
Suddenly and simultaneously, when our line mysteriously recovered it's connection, Zyan's hold times for support went down to a minuscule 4 minutes. But keep in mind, it was not a Zyan issue and we were the only client with an issue, according to them. As usual, Zyan blamed PacBell's lines and the Northpoint installation.
In the end, I had raised the roof enough over the past few months that Zyan agreed to give us a FREE dial up account! From where I sit, this 'free dial up,' which we are using at the moment because GO FIGURE, Zyan is down again, is costing us $60.00 per month. The same service I could get thru an ISP like AOL for a mere $21.95 per month. And from what I understand, AOL Tech-Support actually answers their telephones.
In closing, you are better off hot wiring an Etch-A-Sketch to your telephone line, than using Zyan Communications.
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Review by sonico1
member for 11.7 years, 26 visits, last login: 9.9 years ago
lodged 11.4 years ago
- Los Angeles,Los Angeles,CA
- Business customer
- Contract price not specified.
- SBC
- CLEC party: Covad
- "suck"
- "suck"
- "really suck help :)"
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I just want to know if anybody knows when is ZYAN going to go down?
Any specs on this?
Is anybody buying them?
Please let me know 
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Review by apathyinc
member for 11.6 years, 16 visits, last login: 11.1 years ago
lodged 11.4 years ago
- Downers Grove,Dupage,IL
- $49 per month
- (12 month contract)
- about 215 days
- NorthPoint
- "pre sales info was great. now only if they stuck to that!!!!!!"
- "everything, its been OVER 7 months, i still have NO CONNECTION"
- "stay the hell away! at any cost, go with any other service! zyan is a joke"
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oh man, this has seriously been the worst experiance with a company EVER. it all started over 7 months ago. i thought id change from the cable i have now, which is terrible btw, to a dsl connection. I thought id probably wait about 2 months for my dsl, but it would be worth it. well i signed up with zyan, and everytime i asked them when it was going to be done. it was " sorry you have to wait longer " WTF, seriously i mean 7 months. and i STILL have NO SERVICE. and recently northpoint the place im signed up with said there provider is going under, there filling for chapter 11. the person came to install a circut about 3 weeks ago, but i cant get any connection because of the half assed company of northpoint. Plus just to show that they dont know what there doing, everytime they called my house, they would ask for someone that didnt even live here. then i would ask what number there trying to call, and they would say mine. but they told me, im sorry thats not whos shown to be signed up for this service. oh my god, i mean i can see this happening once, everyone makes mistakes. but it happened 3 times when they called. and they told me that my service would be up and running after i called ( this was a while ago ) and that i should expect my modem in the mail. well the modem never came, so i called to cancel the appointment for the install. i called zyan and they told me that my install was cancled because of northpoint not responding within 90 days. so i call northpoint, they tell me its on schedule, and i recieve my modem like the next month. and now im stuck here with a modem, and a circut, a contract with people i would never want to give my money to, and some more time to wait for a connection. the current status of my order is , is what? who knows. i called 2 weeks ago to ask when i should expect some service. and they filled out a trouble ticket, but that was 2 weeks ago. a lot of good that did me. anyway, STAY AWAY FROM THIS COMPANY. go with anyone other than, aircor, northpoint, or zyan. there all terrible. so dslreports, is this a decent horror story for you? if anyone from any of those companys or anyone who has had the same problems , feel free to post. or drop me a line at my currents isp that is crap, but at least it works. blueseed@mediaone.net
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