Business Profile

Cable TVs

Zito Media

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:04/29/2025
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.
As ****** records will show, I have experienced dreadful reliability and consistency with **** service and have accumulated countless hours in phone calls, meeting service techs, and driving back to town in order to access another source of internet service and complete my on-line work. It is impossible to overstate the inconvenience that the inconsistency and frequent loss of service have caused me. Apparently this has been the case for the previous resident at this site and also the adjacent neighbor(s) that also use **** on ************************. The **** techs always come and make adjustments and suggest yet another modem purchase, but the restored internet rarely last a day or two.....the solution is NOT adjustments, as **** is well aware. Every **** tech troubleshooting this problem acknowledges that the old cable or connections are the problem. We have looked into other options such as Starlink etc., but at this site, **** is our only option. But it has only gotten worse. **** has taken the money from residents on ******************* for many years without any consideration of the $/inconvenience/frustration that has been caused and without any clear commitment to identifying any root cause or committing to an upgrade to the fiber internet that is being promoted in our area. Calls to **** about extending the fiber up our road just resulted in more ambiguous responses. This cannot continue any more. **** needs to upgrade the service to the residences in this valley. As stated, they have no other alternatives at any price; this has been thoroughly examined and explored. Please help us BBB!!!!!!!!
Business Response
Date: 05/15/2025
Attached is our response.
Initial Complaint
Date:04/28/2025
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 pay in advance for **************** from Zito Media. I have been without internet for 26 days as of today, 4/28/25. They keep changing the reasoning for the outage with zero explanation or estimated restoration time. They cancelled my appointment with a technician with zero notification or explanation. They refuse to give me any information other than something from a script keep telling me someone will contact me and I have heard nothing.
Business Response
Date: 05/14/2025
Attached is our response.
Customer Answer
Date: 05/14/2025
[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: 23260810

I am rejecting this response because:
They still have yet to refund me for the internet services I paid for in advance for the dates I did not have service.

Regards,

***** ****

Business Response
Date: 05/27/2025
Attached is our response.
Initial Complaint
Date:04/27/2025
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.
Frequeslnt outages Service unusable. No resolution to the problem other than being told to wait . Company refuses to adjust bill for time service in unusable.
Business Response
Date: 05/10/2025
Attached is our response
Customer Answer
Date: 05/14/2025
[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: 23256133

I am rejecting this response because:

I was told a modem would be sent and received by Wednesday at the latest and I never received one.
A one time credit of $40 has done nothing to justify the service not working correctly for the past two years that I have been asking for a technician to come out and look at the service.
Service continues to drop or work very slowly. At this point nothing has been solved. And a bill credit and new modem is still required
Regards,

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

Business Response
Date: 05/20/2025
Attached
Customer Answer
Date: 05/31/2025
I replied several weeks ago stating that the issue was not resolved the company promised credits that were not given and a new modem has not fixed any issues at all
Initial Complaint
Date:04/24/2025
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.
As has been the trend for multiple years, **** has horrible consistency of service to the residences on our dead end road. The record shows a long trail of call-ins, service calls, BBB complaints, etc. due to inconsistent service. ZITOs own technicians admit that the problem relates to the old cable terminations and or the cable itself and that the fix is simply to replace the relatively short run of cable up our road. **** instead just keeps telling us that it is a rotating problem of our equipment, settings, temperature, etc. etc.. **** keeps taking our money and wanting us to pay for the equipment that "will fix the problem".....note that it never has. The only thing that has not happened is replacing the wire or terminations. This affects two homes on our road and **** has no compassion for the inconvenience and hassles it has caused. We have explored other internet provider options and none exist. We have offered to contribute to the cost of upgrading the line and **** declines, but is perfectly willing to continue to take our money for inexcusable service. Note that this same problem affects ********************************************** as well with the same history of practically fraudulent service (**** takes our money but provides 50% service time at best). **** has the position that 50% is good enough but any internet user knows that accessibility at the TIME that you can use it is the important factor. Resolution should be a return of years of payments but we would be happy if **** simply committed to replacing the lines and address the problem once and for all. Our payments for years must be sufficient to cover the cost. OR if **** actually took the intitiative to find specific localized issues with the existing line. ANY ACTUAL REAL solution, and not the usual BS, would be appropriate.
Business Response
Date: 04/29/2025
Attached is our response
Business Response
Date: 04/29/2025
Attached is our response
Initial Complaint
Date:04/20/2025
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.
On 10 March my neighbor observed a Zito media truck leave my property. The truck in question pulled off the road adjacent to her house where the driver got out and inspected the right bumper of his truck. The neighbor called me. I went down to my garden area and discovered that my water holding tank had been hit by the aforementioned **** truck. I called 4 times and was given a tracking number (***********) and was assured that a manager would call and rectify this issue. To date, I have received no call or correspondence from ****. I do not have Zito media and there is/was no reason for this driver to come on my property and destroy my property. Please help me with this issue...no business should come onto their property and create damage. Thanks. ******* Player
Business Response
Date: 04/29/2025
Attached is our response
Initial Complaint
Date:04/20/2025
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 filing a complaint against Zito Media due to their ongoing failure to provide reliable internet service and to offer timely technical support.Despite repeated attempts to resolve this issue, Zito Media has failed to restore my internet connection. I was informed that there are no available technicians in my area, which means I am left without internet access for multiple days with no clear resolution or timeline for repair. This is completely unacceptable, especially given that I am paying for a service that is not being provided.The lack of support, communication, and accountability from Zito Media is deeply frustrating. I am requesting that this issue be resolved immediately, that a technician be dispatched to my area without further delay, and that I be compensated for the time Ive been without service.Thank you for your assistance in addressing this matter.
Business Response
Date: 04/22/2025
Attached is our response
Customer Answer
Date: 04/24/2025
[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: 23227839

I am rejecting this response because:
They did not address the fact that the Internet is still going in and out and did not address the fact that someone was supposed to come out and bury my internet line and never showed up.

Regards,

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

Business Response
Date: 05/13/2025
Attached is our response.
Initial Complaint
Date:04/18/2025
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 started service with Zito Media on March 24, 2025, and from the day of installation, Ive experienced persistent internet outages and instability that have not been resolved despite repeated technician visits and calls to ************ are the core issues:* Daily outages lasting 46+ hours, typically starting between 10:30 AM and 12:00 PM, and not resolving until 3:306:00 PM.* Speeds drop below 5 Mbps after 7:00 PM, making the service functionally unusable.* DOCSIS modem logs show recurring ** and T4 timeouts, and power level warnings signs of a clear upstream signal failure that is not related to my in-home setup.* I have replaced all coaxial lines inside my home, verified equipment compatibility, and conducted detailed troubleshooting, but the problem remains unresolved.Despite these facts:* **** has sent multiple entry-level techs who often admit the problem exists but say they cant do anything about it.* Maintenance tickets have been submitted on my behalf by entry-level techs and closed without resolution or communication.* One maintenance visit was canceled after the modem temporarily came back online, despite my protest that the issue continued.* This is especially frustrating because Ive been a **** customer in the same region for five years (though not the primary account holder until now). I cant shake the feeling that Im being dismissed now that Im the one calling and frankly, I believe Im not being taken seriously because Im a woman.There was also a major power outage in the area about a month ago, after which service has been particularly unstable. Before that, **** service in this area returned quickly after outages this time, it remained offline for 8+ hours, and has been unreliable ever since.
Business Response
Date: 04/23/2025
Zito Media
************************************************************************

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

Re: ***** *****
Complaint ID: ********
April 23, 2025

To whom it may concern:

This is in response to the BBB complaint ID: ******** I spoke with ***** and apologized for the service issues she has been experiencing. At this time, there is a maintenance order in place to address a damaged section of underground trunk line affecting her area. I also provided ***** with my direct phone number and extension should she have any questions moving forward.

If you need any further assistance, please dont hesitate to reach out.

If ***** has any additional questions, we can be reached 24/7 at **************.

Sincerely,

***** B
Escalations Coordinator
Zito Media LLC
********************************************************************************
Initial Complaint
Date:04/16/2025
Type:Billing 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.
**** has not provided internet services for several months. I had not been to my property since 12/17/24 but had multiple complaints from paying guests about internet related problems that the property manager attempted to resolve without success. When I visited the property on 3/17/25, I received an undated notice from **** regarding need for "equipment change." I followed the instructions to obtain the equipment ASAP. I made multiple calls to them and they never resolved the issue.-Finally on 4/5/25, I was so frustrated I emailed **** to disconnect my service and cancel my account. I was informed that I had to call their ********************** to do so. I made those calls and was informed by "********" on 4/9/25 that my service had been disconnected and my account cancelled. I had been on hold over 27 minutes and transferred multiple times before being transferred to ******** who specifically confirmed that she was a "Retention" representative. A recording of this customer service call should be made available.-Then I received a bill for $63.99 on 4/9/25 for future services (5/16/25-5/15/25) not received.-On 4/12/25 I noticed that my account showed an outstanding balance of $63.99 despite being told by ******** on 4/9 that my account was cleared and closed.I emailed **** again and was informed, " Our records indicate that your account is still active and that the cancellation process was not completed through our ********************* Please note that our regular **************** Representatives are not authorized to process disconnections. To proceed with the cancellation of your services, kindly contact our ******************** directly at **************, available Monday through Friday from 8:00 AM to 8:00 PM"I want my service disconnected, my account balance cleared and charges on 4/5/25 and later refunded for services not received from this company with deceptive business practices that clearly violates FTC "Click to Cancel" rules.
Business Response
Date: 04/29/2025
Attached is our response
Initial Complaint
Date:04/09/2025
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.
I lost internet service on Sept 29, 2025 and still do nor have service
Business Response
Date: 04/21/2025
Attached is our response.
Initial Complaint
Date:04/09/2025
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.
I have had to call Zito Media several times because my service wasnt working. One of the times I called the lady told me she would send a tech guy out and he never showed up. I hate paying for service that doesnt work half the time
Business Response
Date: 04/18/2025
Zito Media
************************************************************************

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

Re: ****** *********
Complaint ***********
April 18th,2025

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the service issues ****** has experienced. Upon review, I see that our Service Technician, ***, was at your location on April 10th and identified signal level concerns in the area, which required the job to be escalated to our maintenance team.
I attempted to reach you twice today to confirm whether your services have stabilized, as the maintenance ticket has since been closed. Based on our system, your modem is currently online and has not registered any disconnections in the past 24 hours, and Im seeing substantial usage, which indicates the connection is active.
As a courtesy for the inconvenience caused by the service interruptions,Ive applied a $20 credit to your account. If you continue to experience any issues or have any questions, please dont hesitate to reach out were happy to assist.

If ****** has any additional questions, we can be reached 24/7 at **************.

Sincerely,

******* M
Escalations Coordinator
Zito Media LLC
******************
********************

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Zito Media is NOT a BBB Accredited Business.