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

572 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.

Initial Complaint
Date:01/13/2025
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.
On 11/24/2024 the internet service lost service, after reaching out after 2 hours I was informed that the whole "cmts went down" and they did not have an eta. I reached out every day and was told some run around that this is the problem etc, even dating back to December 3rd, unfortunately this resulted in my household losing an income due to termination from a job. Our service never went back up as of 12/10/2024 so at this point I am instructing **** to terminate my account and waive all the service fees leading up to Februrary of this year (2025), and they can check our internet usage and see that no usage has been used since November 2024. **** lacks the professionalism, and has eternally lost my trust as my internet provider. I have all the evidence documented as such.
Business Response
Date: 01/15/2025
Attached is our response.
Initial Complaint
Date:01/06/2025
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.
After hurricane ****** hit NC on September 27th I lost cable/internet service. On October 19th power was restored, however I still did not have cable. Zito media stated ** customers would not pay for October 2024. I placed 2 work orders to restore cable yet Zito media never came to fix outage. I payed September bill. October should be credited. Therefore, I only am responsible for Nov. 2024, Dec. 2024, and am canceling Jan 6th so...technically ********** a **** representative claims I owe $550.50 ( impossible when I pay $155.00/month). Further, if I have not had cable service in ANY way since Sept. 27, 2024...I should not pay cable at all. Internet service I do not dispute. Also, I am canceling **** because I have not had cable service at all since Sept. 27th and no one at **** ever fixed the problem. I am now not allowed to cancel service until bill is payed in full, however **** keeps changing amount I owe them. The company is predatory.
Business Response
Date: 01/09/2025
Attached is our response.
Initial Complaint
Date:12/27/2024
Type:Product 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 provided the update below to the previously filed BBB complaint (********) on 12/22/24 seeking assistance in getting Zito Media to adress the ongoing outage issue as they previously commited to in the attached response. Seeing as I have not received any response at this time, I am assuming that the correct course of action is to open a new complaint:Over the last month I have reached out to **** on at least five occasions to notify them of conditions causing an outage, and which would allow them to troubleshoot our ongoing "suck out" issue. In contradiction to the commitment made by **** (****** S) in the 11/20/24 memo (attached), we have received no technicians dispatched to troubleshoot or resolve our ongoing intermittent outage problem. Further, although I was assured by the customer service representative each time I called in that they would be forwarding the information provided to ****** (I sat on hold while this email was composed and sent each time), and that I would be getting a call back, I have not received a single call back with respect to this complaint and ongoing issue since the BBB complaint was considered "resolved". Please note that the attached communication clearly indicates the conditional nature of the acceptance, and that **** has not upheld their commitment.During the communications with **** over the last month I expressed my desire to resolve the complaint internally in a respectful and professional manner, but it has become apparent to me that they are not motivated to put any further effort into resolving this issue now that the complaint has been marked resolved and there is not a broader public relations motivation to show that they are resolving complaints in a timely manner. I am hoping that by providing further information on this ongoing struggle and lack of effort or responsiveness from **** that we can finally resolve this ongoing issue that has now dragged out for three months since **** was first made aware of the issue.
Business Response
Date: 01/07/2025
Attached is our response.
Customer Answer
Date: 01/13/2025
[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: 22737778

I am rejecting this response because:
Unfortunately, the quick fix of adjusting the levels at the tap did not prove to be a long term solution. The ongoing intermitancy issue has continued. We had intermittent issues on Friday and throughout the weekend. My internet went out last night at 5 pm and as of this time is still not working. As has been well established at this point, there is a physical issue somewhere in the line that will need to be identified and addressed in order to provide a long-term solution to this issue, as **** has repeatedly committed to doing.

Regards,

**** *******

Business Response
Date: 01/23/2025
Attached is our response.
Business Response
Date: 01/23/2025
Attached is our response.
Customer Answer
Date: 02/02/2025
[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 ********.
**** has made several attempts to correct our service without lasting success. Over the week or two since the last attempted correction on 1/22/25 the service has been more reliable. I am hopeful that either this will finally prove to be a lasting solution or **** will continue to work with us to get this issue resolved.

Regards,

**** *******
Initial Complaint
Date:12/27/2024
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.
In late November 2024, I scheduled an Internet installation for fiber **************** at my home with **** Fiber. Before scheduling, **** Fiber confirmed that my address was serviceable, and we agreed on an installation date of December 27th, 2024, within a specific time window. Based on this confirmation, I proceeded to cancel my existing **************** with *************************, effective after the **** Fiber installation.On December 27th, 2024, the **** Fiber installer failed to arrive within the agreed time frame. After waiting for over an hour past the time window, I contacted **** Fiber customer service to inquire about the delay. At that time, I was informed that my home was deemed unserviceable because the fiber tap was located over one mile away. This critical detail was not communicated to me prior to the installation date.I asked **** Fiber if they could instead provide Internet via coaxial cable, as my home currently has service from another cable provider. **** Fiber then claimed that coax cable service was also unavailable. This contradicts the fact that I have existing cable service and strongly suggests a failure to properly assess serviceability at my address.This series of events caused significant inconvenience and disruption to my household. I was misled about the availability of service, wasted time waiting for an installation that never occurred, and was left scrambling to reinstate or replace my **************** after canceling my prior provider based on **************'s assurances.Resolution Sought:I am seeking monetary compensation for:1. The time wasted waiting for the installation.2. The disruption caused by canceling my existing ****************.3. The inconvenience and stress of having to make alternative arrangements on short notice.
Business Response
Date: 12/30/2024
Attached is our response.
Initial Complaint
Date:12/18/2024
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.
Dear Better Business Bureau,I am writing to formally lodge a complaint against ZITO Media regarding their internet service, which has become increasingly unreliable over the past six months. My experience with their service has been fraught with constant outages, extremely slow speeds, and a consistent failure to provide the download speeds for which I am paying.Despite multiple calls to their customer service, the only solution offered has been to reset my internet modem, an action that has proven ineffective. Each time I reach out for assistance, I am informed that I have a connection and that there is nothing more they can do. This is particularly frustrating as I have had frequent service interruptions, making it impossible for me to work from home due to constant disconnects and extremely high ping.Moreover, ZITO Media routinely schedules service appointments to address these issues, only to cancel them without any explanation or notification. This lack of communication further exacerbates the already poor service ************* ZITO Media is the only internet provider in my area, I feel trapped in a situation where I have no alternative options. This monopoly effectively allows them to provide subpar service without accountability. I urge the Better Business Bureau to investigate these practices and help facilitate a resolution. I hope to see improvements in service reliability and customer support from ********************, as the current situation is unacceptable and detrimental to my ability to work.Thank you for your attention to this matter.Sincerely,**** *********
Business Response
Date: 12/30/2024
Attached is our response.
Initial Complaint
Date:12/13/2024
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.
Internet goes out frequently and has been out completely at my home for over 48 hours. Weve spent several hours on calls with **** with several different people and the only help we have received is that a tech should be at the home within 48 additional hours. This has occurred in the past and often times tech is no show. Then we must call and do the whole process again and placed at the bottom of the list. **************** said theres noting they can do to get us up to speeds we pay for but will not cut our rate and suggested I pay More for a business account. **** told me offers this offers no better speeds, just that I MAY have calls returned quicker or have a tech out sooner-and costs much more!! Ridiculous considering Im already overpaying for service promised but not provided. Calling does nothing, I waited on hold forever to see if they could locate their tech and find out his general location to see if I could expect him today, however they couldnt even locate him. I finally hung up when my only provided option was to remain on endless hold in HOPES someone would pick up IF they located their tech. They offered $15 off my bill this month for over two fulls days of no serviceand counting.
Business Response
Date: 12/18/2024
Zito Media
************************************************************************

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

Re: ****** *******
Complaint ID: ********
December 18, 2024

To whom it may concern:

This is in response to the BBB complaint ID: ********. We sincerely apologize for the internet issues you encountered recently.
Upon reviewing your account, I see that you have been credited $20.00 on 12/11, 12/13, and 12/16, totaling $60.00. Given that your monthly service fee is $64.58, this is actually more than the credit you would typically be entitled to. Please note that your daily service rate is $2.15, and we provide credits only for service outages, as outlined in our Terms of Service, which can be found on the Zito Media website.
We appreciate your understanding, and if you have any further questions or concerns, please dont hesitate to reach out.

Thank you for your understanding and patience.

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

Sincerely,

**** *******
Escalations Coordinator
Zito Media LLC
***************************************>********************
Initial Complaint
Date:12/12/2024
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 receive high speed internet with Zito media on Friday 12/6 the internet went out and it is now Thursday 12/12 and I still do not have internet service. I have called the company everyday that I havent had internet and they refused to let me speak with a supervisor and they keep telling me someone is coming out to fix the problem and no one has come out to fix it, yet they take the money for a service I am not getting out of my account.
Business Response
Date: 12/30/2024
Zito Media
************************************************************************

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

Re: ****** ********
Complaint ***********
December 30th , 2024

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. I reached out to you today, 12/30, and left you a voicemail as I noticed you had a service call on 12/18. I wanted to follow up to ensure everything is working properly for you and confirm that you are not experiencing any further issues.
Upon reviewing your modem, it appears to be online with good signal levels. I also see that a $10 credit was applied to your account on 12/10,along with an additional $20 credit on 12/14, to account for the time you were offline.

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

Sincerely,

******* ******
Escalations Coordinator
Zito Media LLC
******************
********************
Initial Complaint
Date:12/10/2024
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.
We were hit hard by ****** in **********. From the send of September until present I have had no internet service from ****. My amplifier and connections to neighbors (wire) are all on the ground and have been so since the end of September. I realize there was a lot of damage throughout **********, but other neighbors have had their service restored. ****, a company based out of PA shows little interest in restoring service. Many calls to **** always result in double speak and no action. On one occasion a **** bucket truck and regular pick-up came into yard and people walked the property for about 40 minutes. No repairs were done and they just left. As I had a lot of damage to my house, communication with my insurance company was a must. I had to purchase a Starlink unit in order to have internet access for emails. I am 71, retired and handicapped on a small, fixed income. ******** monthly charges in January are expensive and creates an undue financial burden. Though **** could have brought in additional repair people, appears they did not. All I want is for **** to fix my internet, as well as my neighbors on the lines branching from my property. Help!
Business Response
Date: 12/18/2024
Attached is our response
Customer Answer
Date: 12/19/2024
[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: 22664985

I am rejecting this response because: One bucket truck with two persons and a third in a truck visited 32-3 weeks ago, and walked around the property for ***** minutes, they took no repair action at all and just drove away. The equipment (amplifier and wiring) remains on the ground in my yard. I am nearing the point of dropping **** on January 1st if there has been no action. At that time, I will inform **** to come remove their equipment and wires from my yard. The line coming to my telephone poll branches to other customers as well.
I am well aware pf the hurricane as I was at home during the hurricane, and I am just getting my home damage repaired. As far as I can see **** took no action to augment the limited number of service folks in **********, **. .

Regards,

****** *****

Business Response
Date: 12/30/2024
Attached is our response
Customer Answer
Date: 01/10/2025
All remains the same, Wires and **** equipment still om ground.
Like to say this is not unexpected.
Business Response
Date: 01/23/2025
Attached is our response
Customer Answer
Date: 01/30/2025
[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:12/09/2024
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.
Internet services went out almost two weeks ago. Still having connection issues and the problem continues. The provider has zero communication skills and wants the customer to provide a list of people still having issues. They are very unprofessional and to be in the internet provider business and cant fix an outage in 2 weeks?
Business Response
Date: 12/18/2024
Attached is our response.
Initial Complaint
Date:12/03/2024
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.
Please call me. **********. This is a serious situation with this company consumer fraud.I'm about to hire a lawyer out of ***********Already spoke to.Could someone please call me. Zito media is trying to charge me for a service they can't fix and haven't even been trying to fix the issues. Consumer fraud.
Business Response
Date: 12/10/2024
Attached is our response

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Zito Media is NOT a BBB Accredited Business.