Zayo Reviews 13

Broadcast Management Group, Inc. has used Zayo for internet services across multiple business locations, including Las Vegas and New York. Unfortunately, our experience has been consistently poor, particularly in the areas that matter most to enterprise customers: reliability, responsiveness, and customer support.

Customer service has been effectively non-existent. We have an assigned account manager, Heather Turner, who has been largely unresponsive despite repeated outreach. When issues occur—which has been frequent—support tickets often go unanswered or receive delayed and ineffective responses.

A particularly frustrating example occurred when we relocated one of our Las Vegas facilities. Zayo did not have service at the new address, so we requested to transfer our existing service to another U.S. location where Zayo does operate. This request was refused, even though it would have resulted in equal or greater revenue for Zayo. As a result, Zayo lost not just that circuit, but credibility as a long-term partner.

Currently, one of our New York locations has experienced unreliable service for more than a month. Initially, Zayo attempted to attribute the issue to our internal infrastructure and suggested charging us for a site visit. It has since been confirmed that the problem resides with Zayo’s own equipment at their point of presence. Despite this, we have received no ETA for resolution and no proactive communication.

Broadcast Management Group operates eight locations nationwide and works with multiple network providers. Zayo had a clear opportunity to expand its footprint with us. Instead, due to ongoing service failures and lack of accountability, we have provided notice to cancel all Zayo services at the end of each contract term.

For organizations that require reliable connectivity, responsive support, and a true enterprise-grade partnership, our experience with Zayo has been deeply disappointing.

I worked at Zayo. Its a sh1$S$%*!
The most ignorant and false speaking staff ever encountered in 3 decades of work. I would RUN and take bussiness elsewhere. Lumen.

Zero stars if i could. This is clearly an unethical company that does everything it can to scam it's long-time customers. Charged us for who knows how long for a non-working number only discovered when they were giving us the runaround to become an authorized user. Customer service is dismal, with no responses and ignoring questions/requests. Avoid this company at all costs, otherwise you will be scammed.

I am a Alstream customer for 20 years. Since Zayo has taken over the customer service taken a extreme turn for the worst. The cost of the service has increased by a factor of 5. I believe the increases are far beyond what the CRTC would allow. I intend to start correspondence with the CRTC with regards to this matter.

Worst company I have ever had to deal with. No one wants to do there job, send you back and forth between people. They even sent me an incorrect email to try and get the service cancelled.

Zayo, Can't believe they still have customers. Zayo's account managers are non-existent when mailing them, when they do respond, and you get to convey your request, they propose one thing, retract it and then try to enforce an extended contract term.
Would seriously consider giving this company any business, there are far better options out there.
They claim to be a tier 1 provider, maybe in their pricing, I can vouch for the fact it's not in account management, service or efficiency.

This company is awful. Allstream wasn't great either but Zayo is so bad. We lose connectivity all the time, average speeds are so laughable, 20 at best for a business and what is supposed to be "High Speed". Hope you never need costumer service because they are impossible. It's all outsourced and can take weeks to get back to you. STAY AWAY!

If I could 0 Stars I would. They over-charge and the customer service is non-existent. They do not care about small businesses nor do they want to help you. Every "upgrade" you get restarts your contract term. It took over 1.5 years to get installation.

Customer service is non-existent. The company doesn't care about their customers, only their investors and the bottom line. Just absolutely terrible service. The worst part is the upper management doesn't care because they seem to think their company is awesome and a leader in the telecom industry when in reality they keep buying assets to hide their many inefficient processes.

Zayo left my apartment building without internet for four days. As I'm writing this, we still don't have internet for the building. Their excuse was they had to order a part from France and they couldn't find a technician to help - I don't know what the actual truth was. There's no manager to speak to and their customer service team are liars and uninformed. To reiterate, four days without internet and they're still not able to tell us when it'll be restored. AVOID AT ALL COSTS.

Zayo gave us a very competitive quote on phone and fiber service- several hundred dollars cheaper than Comcast as well as faster internet. They also assured us that they would be able to do this with no install costs and within a short time frame. I told them that it would be a good idea to check the equipment before they quoted no install costs, but they assured me that since they already had service in the building, it would not be a problem. We were looking to get away from Comcast and wanted a better phone system so this all seemed like a good idea. We signed the contract and waited… and waited. About a week after we signed documents, I finally got in contact with someone to figure out a time frame for the change over for our fiber service. Sounded like it would be a month or so, but I never got a real solid answer.
After an onsite was finally scheduled, we assumed the project was going to be moving forward. But no one showed. So they rescheduled. Three more times. The issue was apparently that appointments in their system can get randomly moved? This seems like a terrible system, especially when you have to coordinate with the third party company that has access to the equipment. This whole process took over a month. In the meantime, our IT company needed someone onsite to glance at the equipment (at an hourly rate) and these cancellations cost us hundreds of dollars since there was zero communication from Zayo about rescheduling.
After being equal parts ignored and assured that this project was going to move forward, I finally find out (after over two months) that they will need to run a new line from the equipment to our suite. Total cost was $4k-$6k and they were not going to cover it or honor their agreement of no install cost. The way that I found this out: after repeated calls, voicemails, and emails with zero response, I called our sales rep, AJ, from a BLOCKED number. He picked up right away. I have never, in my professional career, had to do that to get a sales rep to return my calls. Completely ridiculous, unprofessional, and unacceptable.
After my terrible experience with AJ, I spoke to his sales manager, Danny. Danny was much more professional, but they still have not refunded the money that we paid to our IT company to work on this project. Overall this has been an expensive, wasteful, frustrating experience. Danny and AJ kept talking about trying to break into the market that is dominated by Comcast, but based on my experience, I can absolutely see why no one wants to work with them. When we were trying to find info on Zayo to decide if we wanted to give them our business, we couldn’t find much info. Hopefully this review will make people seriously reconsider doing business with them.

I do not recommend this internet service provider at all. Manager of a company of 80 employees in France, I was looking for a provider to install the fiber. During the commercial phase, you are told a lot of things orally that are quickly forgotten later. They keep charging you even though you've left the premises (they don't mind selling you something you can't consume...). Very unpleasant customer service, only the profitability of your account interests them. If you are looking to install fiber in your offices, go to Orange instead, it may be a little more expensive but the quality and customer service are far superior.

If you care about ethics in a company you might want to avoid this one. They side with known pedophiles and child abusers.

They seem to hate freedom of speech and will cancel anyone at any time if they are against their agenda.