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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

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Zito Media has 25 locations, listed below.

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    Customer Complaints Summary

    • 573 total complaints in the last 3 years.
    • 158 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Literally they are charging customers for **************** that doesn't work. I haven't had internet in 3 weeks. Their technician has no clue what he is doing he had the electric company disconnect the meter to the internet box and zito media could not run new lines and a new box they had to have Cumberland valley communication run the box . The **** tech was supposed to be there but no where to be found. Now **** is responsible for paying for a state inspector to inspect it and still nothing has been done . I'm on the phone now they refuse to let you speak to a supervisor anytime you ask for one. Literally I lost my job because of the service being out . What kind of company is this ? They have locations all over but you can't get anything done.

      Business Response

      Date: 04/10/2025

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


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

      Re:  ***** *****
      Complaint ***********
      April 10th,2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We apologize for the experience ******* has had with ongoing maintenance. It does appear that the maintenance has been completed, and your modem is currently online with signal levels within the expected range.
      From my understanding, the original paperwork left at the site went missing, which required the technician to leave the system to obtain new documentation and file it with the electric company before power could be restored.
      I also see that you spoke with a supervisor on 4/7/2025. While the issue wasnt fully resolved at that time, it was escalated to the appropriate departments for further handling. Additionally, a credit of $84.50 was applied to your account on 4/3/2025 to ensure you were not charged for the period when your services were unavailable.

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


      Sincerely,

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

    • Initial Complaint

      Date:04/07/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 made a complaint a few months ago with the *** about Zito Media's complete service outage for months and then even when it was restored the promised speed of 200mbps was never achieved and there were constant daily outages-actually multiple times per day. It is also impossible to speak with anyone at **** that will assist, and their overseas call center is not helpful in the least. After my initial complaint to the *** **** did finally contact me and offer to waive charges up to that point, right about the beginning of January. Service was finally restored with some improvement in speed at this time.Only a few days later service again become unreliable, speeds dropped and there were constant outages. I called six times in the next ten days. Each time the overseas call center would say they were putting a ticket in or that the problem would be resolved the next day. It was never resolved. Finally, I called to cancel service on January 20. I was transferred to the "retention" department and was hung up on twice while they were supposedly pulling up my account. I called back on the 22nd, again was transferred to "retention" and hung up on again while they looked up my information. I called back again, spoke with a customer service *** and told them I wanted to cancel. They tried to switch me to retention and I refused and told them I was cancelling effective immediately and to send me email confirmation. They never did. I then had to travel back to ** for a medical procedure. When I came back to our home in ** I noticed the service was still on, though barely. Our 200mbps line was running at 15 mbps. I boxed up the modem and ****** it to ********** offices in **********, **. They asked me if I had already cancelled and I told them yes, months ago Today I got a bill on the mail for January, February and the month of March. I am absolutely not paying for services I cancelled and were never provided as agreed. Now they are threatening to send me to collections.

      Business Response

      Date: 04/22/2025

      Attached is our response

      Customer Answer

      Date: 04/23/2025

      [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: 23170442

      I am rejecting this response because: ****** position is completely unacceptable. They admit that I called on December 10th to cancel service. They further acknowledge that the call was disconnected, which by the way is due to their lack of providing internet service. It is not my responsibility to call a company back that can't provide a viable connection to be able to use VOIP phone service that I am paying for. Providing a $50 credit for services that are not available is fraud. Taking a look at ********** complaints, both with the BBB and the *** this company is a scam. I will be forwarding a complaint to the NC Attorney General as well. Thank you.

      Regards,

      ***** ******








      Business Response

      Date: 05/05/2025

       

    • Initial Complaint

      Date:04/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a big storm over a week ago that cause the phones to go out and wifi to loose connection every 5 to 6 minutes. **** will NOT fix the issue correctly, every fix they make is a temporary band aid fix. While they charge everyone almost 100 dollars a month, they have the funds available but make every decision based on how little they can spend. This company has had several years of this horrible performance.

      Business Response

      Date: 04/17/2025

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


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

      Re: ****** *****
      Complaint ***********
      April 17th,2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We apologize for the service issues ****** has experienced. We have been performing work in the area to improve our infrastructure, which has contributed to some service disruptions.
      We are currently performing ongoing maintenance and upgrading our equipment to enhance the reliability and performance of services for all customers in the region.
      During this upgrade process, there may be periods of intermittent connectivity. After reviewing your account, I can see there have been some offline instances; however, I also see substantial usage on your modem for the month so far, which indicates that services are currently active.
      I attempted to reach out to you at the number we have on file today,April 17th, and spoke with ****** the account holder to provide an update and explain the situation. Unfortunately, the call was disconnected before I could fully share the details.
      Please know this is not an isolated issue specific to your account but part of an area-wide maintenance effort, which our teams are actively working to complete. Once this work is finalized, you should notice improved service stability.
      Additionally, if you have any questions or need assistance, our **************** Team is available 24/7, and our online chat support is also ready to provide prompt responses to any inquiries.

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


      Sincerely,

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

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have be trying to disconnect our services since the end of January. When we call we wait on hold for 30 mins to an hour to get a representative to tell us that we need to be transferred because they cannot close our account we need their supervisor. So we are transferred again. Same thing. Over and over again never a resolution. Everyone we talk to cant help us. Now they are threatening to send us to collections for nonpayment. We have had our modem unplugged for almost 2 months. Some **** have been documenting our account when we call but not all have. We just want our service cancelled and to stop being charged! Thank you!

      Business Response

      Date: 04/02/2025

      Attached is our response. 

    • Initial Complaint

      Date:03/27/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Zito media has terrible customer service. They would fix the service issue and transferred me over 10 times within an hour of being on the phone with them when asked to cancel. I had to lie about moving to a non serviceable address to finally get them to cancel. Now if it is really cancelled or not I guess I will find out next month. I have tried to cancel before and got frustrated and hung up because service has been terrible since I got it. They seem very shady and scam people out of money.

      Business Response

      Date: 03/31/2025

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


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

      Re:  ******** ****
      Complaint ***********
      March 31st,2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We apologize for the experience ******** has had with her services being offline. Per our standard procedures, our retention team typically handles account disconnections unless a customer is moving out of our service area.
      I can confirm that your account has been successfully disconnected as of 3/27/2025. Please let us know if you need any further assistance.


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


      Sincerely,

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

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      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 attempted to discontinue all service with Zito media since August 2024. I have used the email address and telephone numbers provided on their website to communicate with the company. Zito media has not replied to any of my requests to cancel all services & have continued to bill me each month. I have contacted my credit card company in November to file a dispute with **** and they too received no response.Zito media will NOT close my account. I have had NO service from Zito Media since September 2024. I paid for the month of September, but I have not paid for the other months since I did not have service.

      Business Response

      Date: 04/01/2025

      Attached is our response 

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 the Gigabyte Internet plan through Zito Media. I have had a problem with severe packet loss and latency for many months. **** has been switching over from cable to fiber for more than a year in my community, but my area i believe is the final area to get fiber. The past two weeks they were in my area running finer underground. Starting on March 17th of 2025 at 8am my internet service is not working at all. It has now been over 72 hours. I have called their so called customer service line only to be told that maintenance is working on it, and without any estimate on when it will be restored. Most things in my home run on Internet, including my work. I'd like an explanation and an ETA on getting my service back.

      Business Response

      Date: 04/01/2025

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


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

      Re:  ***** *****
      Complaint ***********
      April 1st,2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We apologize for the experience ***** has had with ongoing maintenance. It does appear that the maintenance has been completed, and your modem is currently online with signal levels within the expected range.
      Maintenance timelines can be difficult to pinpoint, as technicians may encounter unforeseen challenges that could delay completion. However, I appreciate your patience as we work to improve service reliability.
      I also reached out to you on 3/31/2025 to schedule your fiber conversion for 4/3/2025 between 8:00 AM and 10:00 AM. Since your residence is now ready for the upgrade, this should help resolve the severe packet loss and latency issues you've been experiencing.
      Additionally, I see that a $20 credit has already been applied to your account for the ******* service disruption.

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


      Sincerely,

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





      Customer Answer

      Date: 04/02/2025



      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. Thank you for responding. I am also very hopeful that the latency and severe packet loss will be a thing of the past once fiber is installed. 

      Regards,

      ***** *****

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Since the restoration of internet cable lines after Hurricane ******, we have had near constant outages. They are always very hateful when I stop by the office and inform them that we require this service to be up and running as lots of people out here work from home and require stable internet connection. **** has a monopoly on cable internet in this area of the county and they know it. The recurring issue is a node down the road from my house. They've just done patch jobs ever since ******. There are still defunct lines laying in fields and trees, which presents an additional environmental hazard. We also got billed twice for the service and they refused to correct this so we had to pay double for a service that has barely worked since restoration. I would like the extra money we were required to pay refunded, and I would like the service to remain online consistently.I have attached screenshots of a written record I've kept of each outage since restoration, as well as one of the double charged bill, with the double charged items circled.

      Business Response

      Date: 03/10/2025

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


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

      Re:  *** *****
      Complaint ID: ********
      March 10, 2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We sincerely apologize for the double charge on your account. A credit of $62.86 has been applied, leaving a remaining credit balance of $34.14 on your account.
      Please let us know if you have any questions or if theres anything else we can assist you with.



      Thank you for your understanding and patience.


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


      Sincerely,

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

      Business Response

      Date: 03/10/2025

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


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

      Re:  *** *****
      Complaint ID: ********
      March 10, 2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  We sincerely apologize for the double charge on your account. A credit of $62.86 has been applied, leaving a remaining credit balance of $34.14 on your account.
      Please let us know if you have any questions or if theres anything else we can assist you with.



      Thank you for your understanding and patience.


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


      Sincerely,

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

      Customer Answer

      Date: 03/11/2025

      [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 resolution is satisfactory to me. 

      Regards,

      *** *****

    • Initial Complaint

      Date:03/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 **** since 2018, against my will. As the only ISP in my local area, I have no choice but to use their service. Over the past 6 months, I've been told that I was required to upgrade to fiberoptic internet service due to the whole community being upgraded. After 2 techs failed to show up at my home on different days, it was finally completed 4 days ago. Since then, my internet service has worked for approximately 12 hours. I've had a tech come once to check it, and it just so happened to be in the 12 hour window that my service was functional. I have made several calls a day to customer service, with different answers every time. The latest attempt ended it in the customer service employee being rude, accusing me of lying and refusing to allow me to speak to a manager. I am being told there is "remote maintenance" being done in my area, but no one tells me what kind, how long it may take, and all of my neighbors have no issue with their connection. My husband and I both work from home, and we've already lost 2 days of wages due to this issue, and no one is willing to resolve it. I feel like I'm being held hostage by an ISP.

      Business Response

      Date: 03/10/2025

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


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

      Re:  ****** ******
      Complaint ID: ********
      March 10, 2025

      To whom it may concern:

      This is in response to the BBB complaint ID: ********.  I sincerely apologize for the issues you experienced with your internet service. Our technicians were onsite on March 4, 2025, to complete the upgrade, and additional visits were made on March 5 and March 7 to resolve the issue for ******.
      I personally spoke with ******* and she confirmed that her service is now working properly. As a courtesy, I have applied a $20.00 credit to her account for the time she was without service, which reflects the daily service rate of $2.10.
      Please let us know if you experience any further issues or if theres anything else we can assist you with.



      Thank you for your understanding and patience.


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


      Sincerely,

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

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Offered internet free of charge due to spouse being an employee. Tech guy came to install it and didnt have right part and then a week later they cancelled the setup because of my wifes past due balance when conpany perks offer free internet to employee they wouldnt give her benefits due to a past amount bill due in collections but still sent a tech guy to my house prior to cancelling! My time was wasted and i feel my privacy has been breached

      Business Response

      Date: 02/28/2025

      Attached

    Zito Media is NOT a BBB Accredited Business.

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