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Business Profile

Cable TVs

Zito Media

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Zito Media's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Zito Media has 25 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Zito Media

      102 S Main St Oswayo, PA 16915-1304

    • Zito Media

      PO Box 309 611 Vader Hill Rd Coudersport, PA 16915-0309

    • Zito Media

      418 Old Elkhart Rd Palestine, TX 75801-5924

    • Zito Media

      314 S Michael St Saint Marys, PA 15857-1741

    • Zito Media

      3215 Bee Line Hwy Du Bois, PA 15801-6339

    Customer Complaints Summary

    • 571 total complaints in the last 3 years.
    • 156 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/13/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am constantly receiving no internet with zito media, at one point I lost service for 21 days, I am currently without service and have been for a week and was told they have to wait until they have enough tickets placed before they send someone to work on my problem, meaning I could be without internet again upwards of around 21 days. I really on internet for phone service and am on call for work 24/7.

      Business Response

      Date: 05/28/2025

      Attached is our response. 
    • Initial Complaint

      Date:05/10/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We use Zito Media as our ISP. They bought out Chatmosscable in 2021. Since that time, we have had nothing but trouble with their service but we have limited options for other ISPs in our area. Our service drops at all times of the day and night, it lags, is slow, and our upload and at times our download speeds are not the service we pay for. We are often calling about the poor service once every couple of months, to once a month, to multiple times a month. We upgraded our service to 200M in 2024 thinking this might help but it hasnt. When we call the main number for help, we often get automated messages that there are service outages or issues in our locality. We live in an apartment, and have had service techs come out to check and ***lace our modem 2 or 3 times and check the wiring outside. Its *****-rigged with splitters everywhere, exposed wiring, and another, newer internet company appears to have tapped into something illegally so they can quickly set up service to customers out here, further slowing down service. Our internet service dropped yet again today at approximately 12:30 PM ET (5/10/25). Around 5 PM ET I called and heard an automated message that there is a service outage in my area and confirmed that information with a customer service *** on the phone. I was told **** was aware and had their service people working on it. At around 9 PM I continued to have no service. I called back (sometimes I talk to a local call center and sometimes a foreign call center and the second call was a foreign call center). That call *** had me reset my modem and sit on the phone ****************************************************************** my area and no one was working on it at that time of the night to fix it. I expressed my long history of issues with the company, referring him to my call service history and asked to speak to a supervisor. I was told I could only speak to him. I informed him I knew it was not his fault and I would be contacting the BBB.

      Business Response

      Date: 05/15/2025

      Attached is our response

      Customer Answer

      Date: 05/16/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

      Complaint: 23314194

      I am rejecting this response because:
      Regarding these portions of the response, *e are pleased to report that Ms. ** modem has been online since the most recent
      outage and is currently showing strong signal levels. Looking ahead, the area is scheduled for
      a network upgrade designed to enhance service stability and overall performance. *imilar
      upgrades have been successfully implemented in other markets, where weve received
      positive feedback from customers. *e are optimistic about completing this upgrade in your
      area in the near future.
      *e have made an attempt to contact Ms. * directly and left a voicemail message.
      *hould she have any further questions or concerns, our team is available at **************
      and would be happy to assist. Firstly, this is a generic response that does not address additional specific concerns I have noted in my original complaint. No one has come out to my physical location since my last service call on 5/10/25 to address an outdated modem and jerryrigging and exposure of outside wiring. Again, the company can remotely test my signal and see a strong signal level in one instance and be done, but there is high variability and instability because of faulty service that can be repaired even before the eventual upgrades. *econdly, Mr. ** the Escalations Coordinator who submitted this letter, did not contact me directly. He called the number on the account, which is my husbands number, left a brief message about the outage, and left the same number as the one included in the letter, which is NOT a number to reach him. This is the generic customer service number. *hen my husband called back on 5/15/25 to leave a message for Mr. * to call me on 5/16/25 and to give times Id be available, he was told there was no direct number to Mr. *. The number offered in the voicemail and in this letter effectively is circular, insulates Mr. * from being available to answer the real problem at hand, and NO, my complaint hasnt been resolved and I reject this response. 

      Regards,

      *** *******








      Business Response

      Date: 06/02/2025

      Attached is our response 
    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Service line detached from our home by a passing vehicle following a storm on Tuesday, 4/29. Called power company on 4/29 to notify of downed wire. Wednesday, 4/30, unmarked boom truck comes out and removes wire at pole. Wires still hanging off house. Contacted Zito media and told to wait until a service outage was repaired in the area as our modem has no red light meaning that cable may not have been our service line. This is on Thursday, 5/1/25. Called back Monday, 5/5/25, was told our modem doesnt have a red light option and loss of two blue lights means loss of service meaning line removed was our service line. Was told our account would be credited from the date of storm and that he would mark it a must fix and would send a boom truck rather than just a tech who would have to call for the boom truck anyway. Tuesday 5/6 - **** tech comes out, no boom truck, tells us h*** need a boom truck and that boom truck would be available the next day, Wednesday, 5/7 around noon. 3:30pm on Wednesday 5/7, no boom truck, call and are told they will be out today. Thursday, 5/8, still no repairmen, call and are told they will be out today and that crews work til 9pm. Today, Friday, 5/9, still no repairmen, call again and told it will be ***** hours as if they are opening a ticket for the first time. Asked to speak to a supervisor, told they will call us within 15 minutes, its been an hour. Was told on Thursday, 5/8, that a supervisor would take ***** hours to call us. Still paying for service not provided, breach of contract.

      Customer Answer

      Date: 05/12/2025

      Hello, 

      Our service was restored this past Saturday, 5/10/25 at 9:30pm, after they again sent a tech with no bucket truck, forcing the tech to call one out and have to sit on our property for hours, awaiting its arrival. We are very much concerned they waited until Saturday to send a tech, knowing we would need a call-out for a bucket truck so they can send an astronomical bill for weekend work. There is no trust or faith in this company doing the right thing after this experience. Reminder, none of this was in our control (storm caused the line to come off the pole and a vehicle must have drove through it, separating it from our house). We were told on our call with the company on Wednesday, 4/30/25, that he was adjusting our bill back to 4/29 and that we would not be billed for repair since it was a must complete order. On later follow-up calls that we were forced to make following the no shows of the servicemen, those phone operators told us they could see no bill adjustment.

      Business Response

      Date: 05/15/2025

      Attached is our response. 
    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Paying for **************** that keeps going out and getting run around from *********** have to call every time itcomes back just to get a refund.This has happened 8 times. Unfortunately only company we can use..

      Business Response

      Date: 05/24/2025

      Attached is our response. 
    • Initial Complaint

      Date:05/06/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have called numerous times asking for my internet to be repaired. My internet goes on and off all the time. If I get a normal person they usually are very helpful! But if I get a foreign speaking person they arent helpful at all! The last 4 to 5 times we were supposed to have a person come out and try to figure out why my internet is going out no one shows up. When I call to find out why Im being old they cant get ahold of the person who is suppose to come to my house or just to wait longer. Ive even asked to speak to a supervisor and was told no. Something needs to be fixed!!! This has been going on since **** bought out Smokey Mountain cable vision!!! What are you going to do to do?

      Business Response

      Date: 05/15/2025

      Attached is our response. 

      Customer Answer

      Date: 05/16/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23296524

      I am rejecting this response because: I have no clue what this Mesh you are talking about I have a router hooked up!!! My internet is still goin out a lot. Ive called and asked for maybe the lines get redone to no avail. Plus my downloads and uploads are super slow!!! And no one has called us since the repair guy has come out at all!! 


      Regards,

      ******* *********








      Business Response

      Date: 05/19/2025

      Attached is our response
    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer of ********************** for ********************** since August 2023. The past three weeks my internet has been out. My wife and I have both called **** multiple times, to which we were told the following:1. It is a scheduled maintenance and they are unsure when it will be back up. a. We believed this the first three times, but asked our neighbors if they had luck getting in touch with ****, to which our neighbors stated their internet is fine.2. They will schedule a technician to come to our area and fix it. a. Each time the scheduled appointment comes up, they say the work order was cancelled due to the system being down for scheduled maintenance. This happened three ******** wife finally got in touch with someone named *******, who explained to her that the closest service tech is in **********, **, so it is difficult to schedule anyone to our area. He said there is someone heading there "looking in the backroads" for the problem, which is only at our house.I called again on Friday, 5/2/25 after receiving our Starlink, in an attempt to cancel. I spent 45 minutes on the phone being sent around 5 different customer service **** before i got a guy who said "he might be in the ********************** I explained I wanted to cancel, then he hung up on me. I called the line again, waited *************************************************************************************************************************** touch with them (it was 3:40 PST at this time and they close at 7 EST).I was offered a number to text. I texted that and no response to that.I just want to cancel the internet service as it does not work and hasnt worked for three ******** august 2023 i signed a 2-year contract (i believe). I'm willing to pay my remaining months too, i don't care i just want out of it.

      Business Response

      Date: 05/14/2025

      Zito Media
      ************************************************************************


      BBB serving ******************* and ********************
      ************************
      ************** 2005-3404

      Re:  *** ********
      Complaint ID: ********
      May 14, 2025

      To whom it may concern:

      We have spoken with Mr. ******** and apologized for the intermittent issues he experienced with his service. Unfortunately, he has chosen to disconnect from **** services.
      A $20 credit has been issued for this month as a courtesy due to the service interruptions. We also assured him that if he has any questions or requires assistance in the future,he is welcome to reach out. I have provided him with my direct number and extension should he need anything further.

      Sincerely,



      ***** B
      Escalations Coordinator
      Zito Media LLC
      ********************************************************************************

      Customer Answer

      Date: 05/15/2025

       

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      *** ********


    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been with **** since 2018. They are my provider for internet services which controls my phone line, television, wifi and internet all in one. This complaint should have been filed years ago as they have been problematic since day one. The connection is lost frequently. Their customer service is abysmal and frequently handled by a call center. I have been put off for weeks before a service technician visit. They frequently schedule the service visits but cancel them without notice. There is an issue where the line coming to my home is broken and accumulates water. The technician has come out before to get the water out but does not and will not actually repair the problem. We are in **. It rains often here. Tech states to "just call them to send me out" when this accumulates. The call center or service **** will not send someone out without a long futile process and refuse to waver. I plead with them to leave notes specifically to my issues and not cancel appts after they tell me they placed them and time and time again it ********** current experience I have documented.4/29- Service began to be sporadic and off every minute again.. I called 4/30 and after several calls to go through the process spoke with customer service. I was placed on "must do" within 48 hours. That same day someone called and said they see my modem is on and can they cancel and I begged them not o cancel. Modem is on yes but goes out every minute and service is terrible. He said ok he would leave appt on.5/2- they did not come out I called and was told that despite our discussion they had cancelled the visit. I was given a ticket number (below) for "escalation" of complaint and promised a supervisor call that day No one called. I was also told another service visit was scheduled for 5/5 This was a lie as well as today I called and the appt is 5/6 and I still have not talked to management.This is only one of countless replayed episodes with them.

      Business Response

      Date: 05/11/2025

      Attached is our response
    • Initial Complaint

      Date:05/04/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello - I am writing to complain about Zito Media in **************, ************** AGAIN. I don't know how else to get attention on this issue. Their service continues to be absolute garbage with continuous and multiple outages that sometimes take days to fix. Recently the internet goes down with every power outage (understandable), but while the power is restored, internet remains out. I am currently without internet since the power went down at 1am this morning, and it is now 11am. I called the customer service number and was told technicians do not work on the weekends. This unacceptable! I am paying for service every single day; it should be repaired immediately upon going down. What can be done about this? I always call and complain about their lack of service but they do not do anything. In fact, the representative I spoke to this morning actually said to me, "I cannot help you. There is nothing I can do." Someone must be able to do SOMETHING about this predatory company. They unfortunately are the only internet option here besides Starlink, which is unaffordable. Please help! I work from home and rely on internet service. I pay for it consistently yet it is not delivered consistently.

      Business Response

      Date: 05/10/2025

        
    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is an ongoing issue that started in March 2025. The internet connection is intermittent (mostly out) and non existent. I have called every day sometimes 3 or 4 times a day to try to get this problem resolved and no adjustment to my bill. I am placed on hold for at least 30 minutes. I am told they are working on the problem but it has never been fixed. I requested a technician to come to the house on Friday May 2, 2025. I called earlier this week (as my daily call because no internet or phone service) and was told that they had canceled the technician (they hadn't even called to let me know about the cancellation. I planned to take off half a day to be there when this technician came to repair the service (thank goodness when I called I asked them about the scheduled service call). There is no cell phone tower out where I live so I do not have cell service unless I am connected to the WiFi. My 95 year old father is at the house all day by himself with the only means of communication being the telephone landline which service is through ****. I am really concerned about not being able to contact my dad to check on him or him contacting me.

      Business Response

      Date: 05/15/2025

      Attached is our response. 

      Customer Answer

      Date: 05/20/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23274187

      I am rejecting this response because:  the issue has not been resolved. This is more than experiencing intermittent service disruptions as **** has said. We were experiencing intermittent service disruption for 2 months. We had 0% service two weeks after the initial intermittent service. On May 14, 2025 a tech came out and restored service. The following afternoon it was out again and hasnt been restored.  They keep telling me there is an outage.   And all they are giving us is a $53.01 credit for one month service. Aware


      Regards,

      ******* ******








      Business Response

      Date: 06/02/2025

      Attached is our response. 

      Customer Answer

      Date: 06/16/2025

      Here we go again.  As soon as the BBB closed this case the internet and telephone service has been out. For the past 3 weeks we have had service maybe 5 full days. It has been out completely since Thursday evening June 12th 2025. I have called several times every day. Left messages and talked to someone.  Monday June 16th I was told that I would get a call back when they got an update from the technician who was sent to repair the outage.  I never received that call and service has not been restored. 
    • Initial Complaint

      Date:04/29/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a complaint against Zito Media due to ongoing issues with my internet service. For the past three months, I have experienced intermittent connectivity problems, including slow upload and download speeds, as well as noise in the general vicinity. Additionally, the drop cable (RG-6/RG-59) from the utility pole to my house is lying on the forest floor. I have contacted Zito Media multiple times to address these issues, most recently today. In past calls, I've reported the drop cable issue and was assured on multiple occasions that a technician wiIl visit to repair the issue.Given this pattern of failed attempts, I felt it necessary to insist that a work order be scheduled to fix the problem. Rather than scheduling a work order in the future, they stated they are currently working on general location maintenance, and refused to schedule a work order at this time.Lacking an internal escalation process, I'm left with no choice but to submit this complaint. I request that Zito Media promptly address these issues and schedule a work order to resolve them. I also request that they provide me with tracking information for the work order. Thank you for your time and attention to this matter.

      Business Response

      Date: 05/10/2025

      Attached is our response

      Customer Answer

      Date: 05/13/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response and their actions in correcting the drop is satisfactory to me.

      Regards,

      ***** ****

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