Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

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:06/27/2025

  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.

  Ziply charged me $130 for services not received after I had canceled my account in december 2024. When I called for a refund, they said an immediate refund was not possible because my account was closed, and said a prepaid credit card would be issued in 2-3 billing cycles. They also said there was somehow two accounts in two different systems. I canceled again in February 2024. Since then, *** had numerous conversations with Ziply **** who assured me payment was on its way. Theyve said it was approved for payment in April. I still have not received repayment. The case was supposed to be resolved in two days after an escalation issued, but was not resolved. Please note my address has changed to ************************************************

  Business Response

  Date: 07/09/2025

  Thank you for referring the complaint of ******* ******** to our office for review. 
  
  The complaint states:
  Mr. ******** states Ziply Fiber charged him $130 for services not received after he cancelled his account in December 2024.
  Mr. ******** states he was advised an immediate refund was not possible because his account was closed, and he was advised he would receive a prepaid credit card in 2-3 billing cycles. 
  Mr. ******** states he was advised he had two accounts in two different systems, and he cancelled again in February 2024. 
  Mr. ******** has had numerous conversations with Ziply Fiber assuring him the payment is on its way, that it was approved in April, but he has still not received it. Mr. ******** notes his billing address has changed. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show Mr. ******** contacted Ziply Fiber on 12/31/24 and requested the account disconnected and a disconnect order was submitted. Mr. ******** had paid through 12/31/24. 
  Account records show Mr. ******** contacted Ziply Fiber on 1/31/25 because a new bill had generated on 1/1/25 in the amount of $59.68 and this amount was auto withdrawn from his bank account on 1/22/25. It was determined the original disconnect order in December, did not complete correctly due to a system error, and Mr. ******** was billed an additional month of service as a result. 
  The Ziply Fiber agent issued credit for the 1/1/25 bill statement charges paid by Mr. ******** and placed a second disconnect order with a due date of 2/1/25. However, due to the proximity of the disconnect order to the bill cycle date, the disconnect order did not complete before the 2/1/25 bill generated causing Mr. ******** to get billed for another month of service. The February bill charges were paid with the previously provided credit leaving a balance owing of $0.06 on the closing 3/1/25 statement instead of the $59.68 credit Mr. ******** was due as a refund. 
  Mr. ******** contacted Ziply Fiber again on 4/17/25 and was subsequently provided a duplicate credit for the January statement as well as credit for the February bill statement which created a credit balance of $130.87, this reflected on the 5/1/25 bill. Normally refunds can take 2-3 bill cycles after the account is disconnected, however in this instance it was 2-3 bill cycles after the refund reflected on the May statement. 
  Ziply Fiber has confirmed that the refund of $130.87 was initiated on 7/2/25 and Mr. ******** should allow ***** days for processing and receipt of his prepaid MasterCard. This will be mailed to the new billing address referenced in the complaint. All customer service and fulfillment of refunds are handled by Ziply Fibers refund vendor **********************/********. Consumers can contact ********* directly for assistance at ******************* *************************** or by phone at ************. If the card is Lost/Stolen or not received Northlane can be contacted at ************.
  

  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  

  
  

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/19/2025

  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.

  COMPLAINT ZIPLY FIBER ACCOUNT ******************* UNETHICAL BUSINESS FIVE MONTHS to get billing issues resolved with Ziply .And, there have been others in the past.Ziply Fiber unethically making it so customers end up paying extra charges and unethical late fees charging 28% ($15 on a $53 bill) late fees.Their billing date 14th of the month, they do not mail out the bill until two days later. takes 7 - 10days ... due date 4th of month. almost no way to pay the bill on time received the February bill and did not have time to mail my payment. ZIPLY ADDED TWO EXTRA CHARGES - $10 FOR PAPER STATEMENT FEE AND $10 FOR PROCESSING FEE. THEY ABSOLUTELY DID NOT GIVE ME ANY PRIOR NOTICE ABOUT THESE CHARGES. next time I received ANYTHING FROM THEM WAS A NOTICE OF ACCOUNT PAST DUE IN THE MAIL. I RECEIVED IN ON 4/23/2025..THEIR FINAL DATE. Once again I had to call . After they looked, they said they had the wrong email. I asked they immediately send **** via email to confirm correct email. they agreed to send me future billing via email.I thought everything was resolved.NOT SO.I NEVER WOULD HAVE RECEIVED MY MAY BILLING.The due date was June 2nd. By May 22nd I had not received any email with the May billing or statement. So once again I call Ziply and asked why they did not send me the agreed monthly email. They were unable to answer I AM SURE I AM NOT THE ONLY CUSTOMER THEY HAVE DONE THINGS ******* IT IS JUNE 19TH AND I NEVER RECEIVED THE ***** STATEMENT ON MY ACCOUNT. ******************** IS PURPOSELY NOT SENDING CUSTOMERS THEIR STATEMENTS SO THAT THE CUSTOMER PAYMENT IS LATE AND THEY CAN CHARGE A LATE FEE. Here is what they sent today Ziply Fiber To: me Thu, Jun 19 at 9:53 AM Message Body SEE ZIIPLY FIBER COMPLAINT 2 FOR ALL THE DETAILS AS I HAVE NOTED..ZIPLY BILLING IS UNETHICAL AND TRIES TO FIND WAYS TO CHARGE THE CUSTOMER EXTRA FEES.PLEASE TAKE ACTION AGAINST THEM

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  Thank you for referring the complaint of ****** ******** to our office for review. We appreciate Ms. ******** bringing this matter to our attention.
  
  The Complaint states that:
  Ziply Fiber bills unethical late payment fees.
  Ziply Fiber added two charges on the bill without any notification.
  Ziply Fiber is purposely not sending billing statements so a late fee can be billed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that late fees are assessed when there is a balance owing before the current charges are applied. Ms. ******** was billed one late fee on the April 2025 statement, and it was removed that same month.
  Ziply Fiber advises that the Paper Statement Convenience Fee and the Payment Processing Fee are not new fees.  These fees have been on Ms. ******** account since March of 2022.
  Ziply Fiber advises that a batch processing issues caused paper statements to be mailed out later than expected. It has since been resolved.  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23492077
  
  I am rejecting this response because:  Ziply Fiber did not address the fact they have not been sending me via email my monthly statement /invoice.   I HAVE HAD TO CALL EACH MONTH AND ASK THEM TO DO SO..............AND IT SHOULD BE AUTOMATICALLY...................THEY CLOSE ON THE 14TH OF THE MONTH.............IF I  HAVE TO WAIT A COUPLE OF DAYS TO SEE IF THEY SEND ME AN EMAIL STATEMENT.........AND THEY DO NOT...........THEN I HAVE TO CALL TO GET ONE SENT............THAT MAKES IT EASY FOR MY PAYMENT TO BE LATE......................I HAVE ASKED FOR THREE MONTHS FOR THEM TO AUTOMATICALLY EMAIL ME MY MONTHLY STATEMENT / INVOICE.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/03/2025

  Thank you for referring the additional concerns of ****** ******** to our office for review. We appreciate her bringing these additional concerns to our attention.
  
  The additional concerns state:
  
  Ms. ******** states she isnt getting her Ziply Fiber statement emailed to her as expected.
  

  Ziply Fiber has investigated the additional concerns and offers the following response:
  

  Ziply Fiber records show that Ms. ******** is provided a notification to the Yahoo email address file that includes a link to access her statements online. Additionally, all statements can be found on the customer portal at **************************.
  

  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  

  Sincerely,
  Ziply Fiber Executive Customer Relation

• Initial Complaint

  Date:06/16/2025

  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 cancelled my service with Ziply Fiber on March 7th, 2025, requesting service end that day at my small business. I was then charged the full amount for internet service for the whole month of March. I have reached out to them immediately when the charge was posted and was assured they would send me a refund. I called back again in April when I had yet to receive a refund and was again assured they would be sending me the refund. Again, I called in May and was told the refund was sent on May 3rd and it would take ***** days for me to receive this in the mail. I confirmed mailing address on file every phone call and it was accurate. I called again today, June 16th as I have yet to see the refund. The man answering, *******, stated that I needed to call some card supplier who is in charge of sending my refund card. The phone number he provided me went straight to the ******* message "this caller cannot be reached." I called several times and received the same message.

  Business Response

  Date: 06/27/2025

  Thank
  you for referring the complaint of Rebekah Hage to our office for review. 
  We appreciate Ms. Hage bringing this matter to our attention.
  
  The complaint states:
  Ms. Hage
  states she cancelled her service with Ziply Fiber on March 7, 2025 for her
  small business.
  Ms. Hage
  states she was then charged the full month of March for her internet
  service.
  Ms. Hage
  states she contacted Ziply Fiber multiple times regarding the refund, the
  last time was on May 3, 2025 when she was advised she should receive it in
  14-30 days in the mail.  The mailing
  address was confirmed.
  
  Ziply
  Fiber has investigated the above statements and offers the following response:
  Ziply Fiber’s
  records show the account was disconnected/closed on March 7, 2025.
  Ziply Fiber
  advises the bill cycle on the account was the 1st of the month,
  therefore the bill had already generated for the full amount. When auto
  pay is selected the amount on the bill is deducted.
  Ziply Fiber
  advises the following statement which generated on April 1, 2025 provided
  the prorated credit for the service. Once the credit balance statement
  generates then the refund is processed and mailed within 2-3 bill cycles,
  this allows any 3rd party billing such as collect calls time to
  bill prior to any refunds issued.
  Ziply Fiber
  has confirmed the refund has been approved, therefore should be processed
  next week with a 14-21 business day, time frame of receiving the refund in
  the mail.
  
  We
  trust this information will assist in closing this complaint.  We
  apologize for any inconvenience that Ms. Hage has experienced as a result of
  the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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.

  My wife works at ziply fiver bpo and she was located at ***********. Ziply fiber harrasment or against han right code and improper delivering of task and training 1 when she started, not a formal training for product specific was taught, instead their trainer *** ****** taught them how to plant trees of mangoes and import to us,2. Support only help if asked by manager and wont help if employee wont come to their night team out drinking session.3. Leaders will lie and wrong doings of order writers will be manipulated and trow blame to voice people 4. The leaders push voice for stats so they can earn insentive for their eat out and not giving the share to everyone, instead they say ********* ******** their american boss want all them to have eatout instead of giving the share to individuals regardless if some orany of them cant koin, they cant have their share.5. They insult employee if they wont follow order writers and leaders, this pertain to they disgrade and discriminate voice people and keep them insulting those who dont want to join drinking session, order writers particularlyanipulate production, they insult, bully and dont help voice people instead they point mistakes to voice and manipulate their stats and metrics

  Business Response

  Date: 06/19/2025

  Thank you for referring the complaint of Jonathan Misa to our office for review. We appreciate Mr. Misa bringing this matter to our attention. 
  
  The complaints states:
  •Mr. Misa states he is filing a complaint on his wife’s behalf regarding unsatisfactory workplace practices at Ziply Fiber affiliate partner locations in the Philippines. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  •The statements included in the complaint do not align with Ziply Fiber’s practices, partnerships or intents. Ziply Fiber has shared these statements with our business partners in the Philippines and our business leaders here at Ziply Fiber so they can be examined. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. and Ms. Misa have experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Product 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 May 21, 2025, Ziply Fiber withdrew two payments from my bank account $108.94 and $155.43 but only the $155.43 was applied to my Ziply account. Despite repeated calls, escalations to supervisors and their offline billing team, Ziply refuses to refund the uncredited $108.94. I have provided them with bank statements confirming both withdrawals. This is a clear billing error and possibly unauthorized retention of funds. I request immediate refund of $108.94 or credit to my account.

  Business Response

  Date: 06/17/2025

  Thank you for referring the complaint of ******* ******* to our office for review. 
  
  The complaint states:
  Ms. ******* states on 5/21/25, Ziply Fiber withdrew two payments from her bank account in the amount of $108.94 and $155.43. 
  Ms. ******* states only the $155.43 was applied to her account. 
  Ms. ******* states despite repeated calls and escalations to the billing team and supervisor, Ziply Fiber refused to credit the $108.94 to her account even though she has provided them with bank statements confirming both withdrawals
  Ms. ******* states this is a clear billing error and possible unauthorized retention of funds and requests the immediate refund of $108.94 or a credit to the account. 
  
  ********************** has investigated the above statements and offers the following response:  
  Ziply Fiber records show a payment in the amount of $108.94 was originally received on 5/5/25 which covered the combined charges due for the 3/14/25 and 4/14/25 bill statements. On 5/16/25 this payment of $108.94 was returned by ***************** and therefore charged back to the Ziply Fiber account as owing. 
  Billing records show a payment of $155.43 was received on 5/20/25 which covered the returned payment of $108.94 and the current 5/14/25 bill charges in the amount of $46.49 bringing the account balance to zero.  
  Account review shows Ms. ******* contacted Ziply Fiber stating the $108.94 payment was re-ran and removed from her bank on 5/21/25 but was not showing posted to her Ziply Fiber account, and a payment investigation was opened. Ms. ******* provided as proof of payment what appear to be screen shots of her banking application showing Ziply Fiber tried to re-run the returned payment of $108.94 on 5/21/25 in addition to the payment deducted in the amount of $155.43. 
  Ziply Fibers remittance team was not able to locate an additional withdrawal of funds from ***************** in the amount of $108.94 on 5/21/25. In order to investigate further, Ziply Fiber needs Ms. ******* to provide her full bank statement as proof of payment emailed to ******************************** in response to the request sent to her email of record on 6/10/25. Once received, Ziply Fiber remittance can continue the investigation for this missing payment. Ziply Fiber did call Ms. ******* and left a detailed message advising of these additional requirements regarding proof of payment.  
  
  We trust that this information will assist in closing this complaint. We apologize for any. inconvenience that Ms. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23420359
  
  I am rejecting this response because: I emailed bank Statements on multiple occasions proving the unauthorized funds were deducted from account. My bank is now involved directly as well. The biggest concern is that this company deducted funds without authorization and then failed to apply payment to a customers account. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/01/2025

  Thank you for referring the additional concerns of ******* ******* to our office for review.
   
  The additional concerns state:
  Ms. ******* states she has provided her bank statements to Ziply Fiber multiple times proving the unauthorized funds were deducted from her account. 
  Ms. ******* states her bank is now involved directly and her biggest concern is Ziply Fiber deducted funds without authorization and failed to apply the payment. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber records show one payment in the amount of $108.94 was received on 5/5/25 and on 5/16/25 this payment was returned by the ***************** and therefore charged back to the Ziply Fiber account as owing. 
  Ziply Fiber opened a payment investigation in response to Ms. ******* stating the funds were withdrawn again on 5/21/25 but no applied. Ziply Fiber received as proof of payment what appear to be screen shots of her banking application showing a transaction on 5/21/25 that says, retry payment but was not able to locate an additional withdrawal or receipt of funds from the bank on this day. 
  Ziply Fiber has requested the full bank statement to investigate the matter further but has not received this additional requested documentation, so at this time the payment investigation has been closed. Ms. ******* will need to contact Ziply Fiber to initiate a new payment investigation and provide her full bank statement if she wants to proceed with an investigation. 
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  It's 9:30 a.m. June 3rd 2025 and we had a installation for ziply fiber and the guy wouldn't do it because he said of the conditions of the house. Note that the house is currently being redone it's covered with the tarp because it's leaking and needs a new roof so we're staying in travel trailers outside. But that doesn't mean that we don't still need Wi-Fi on our property while we're having repairs done and property clean up it was like this when we got here. I like it to be noted that the installation guy was absolutely disrespectful and rude, he said he couldn't work in these conditions and there's no way he would go in there and they can't install into places that have wheels and he wouldn't even look in the house to see if you could install it or our trailers he was absolutely uncalled for I would like to have him written up actually fired would be nice because he was a complete jerk. As it is I think I would like to cancel my account and probably go with a better company like spectrum that isn't so disrespectful. I would like it to be noted that there is simply fiber and spectrum all up and down this road that I live on so it's not like I live somewhere where there's no houses.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  Thank you for referring the complaint of ******** ****** to our office for review. We appreciate Ms. ****** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ****** states a Ziply Fiber field technician refused to complete their scheduled data installation and was also rude and disrespectful.  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the pending order for Ms. ****** has been canceled. Until conditions permit access to our facilities and a drop path is established, we will not proceed with service installation at this location.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:06/03/2025

  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.

  Ziply Fiber installed fiber internet in *******, ** during the of ********** During that time, my yard, was used as a focal point in install what was necessary. The problem is, in doing so, they ruined my front sprinklers. Furthermore, when they "repaired" the mess they made, they just covered the ground with my woodchips from the side of the house, as well as rocks everywhere from digging the yard up. I also have a tire track in my yard and my front sprinklers now do not work from Ziply damaging them when they installed the fiber internet. I've messaged Ziply online with additional photos but have not heard back. I just want some accountability for the damage and the mess they did to my front yard. It would be nice if my new sprinklers would work. I have additional photos showing the mess, but can't upload them on here since they are above the 5 mg limit.

  Business Response

  Date: 06/10/2025

  Thank you for referring the complaint of **** ******* to our office for review.  We appreciate ********** bringing this matter to our attention.
  
  The complaint states:
  Mr. ******* states during ********* when Ziply Fiber was installing Fiber to the area, his sprinklers system was damaged
  Mr. ******* states the crew installing Fiber made a mess in his yard and covered the ground with woodchips from the side of his house and there are rocks everywhere.
  Mr. ******* would like the damage to the yard and his sprinkler fixed.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises a team was dispatched to *************** home on June 5, 2025 to assess the damage, nobody was home, but a message was left on the contact number.
  Ziply Fiber advises topsoil with grass seed and the sprinkler system repair completed on June 9, 2025
  Ziply Fiber technician advised Mr. ******* is happy with the results.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:05/30/2025

  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.

  Had "legacy" ******* ONT that prevented an increase in bandwidth on my business fiber internet connection. ****** ONT stopped working requiring a new ONT installation. Dispute occurred when I asked about an increase in bandwidth to advertised 300/300 business fiber plan with a block of static IP address (a block is 5 ip addresses). Ziply representatives held the position that the block of 5 static IP addresses would cost $20/IP - totally unheard of pricing. Normally a block of competitive IP addresses range between $9-$25 for a block of 5 static IP's. I am being "baited" and given incorrect information.

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  Thank you for referring the complaint of ******* ******* to our office for review. We appreciate Mr. ******* bringing this matter to our attention.
  
  The Complaint states that:
  Mr. ******* states he is being given incorrect pricing for Ziply Fiber for a block (5) static IP addresses for his business.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber confirms the price of the 300M (1 static IP) business data plan is $60, plus $20 for one static IP and $20 for a block of static IPs.
  Ziply Fiber advises that the information provided was accurate, however as a one-time courtesy for Mr. ******** the price of $80 will be honored for 12 months.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 06/24/2025

  resolution letter.  The issue was Ziply's order/change form on their website was apparently programmed incorrectly.  After days of trying to speak to someone and convince them that the presented pricing was incorrect on their website form. I was finally able to convince them to take a look at their pricing information as presented on the public facing website/portal.  It was confirmed by a Ziply representative that in fact the price that was calculated for the service offering was in error on their website.  I was thanked for discovering and presenting the error so that it could be fixed.  I have screenshots of before and after the code was changed on their website.

  The calculation section of the order form calculated $60 for the connection, plus $20 for the block of 5 static ip addresses totaling $80/month.  Everyone that I spoke with told me that I had interpreted the pricing incorrectly and that it was also an additional $20 for the first static ip bringing the total to $100/month.  The service pricing calculator built into their website totaled $80/month all the way through the order page.  If there was an error in pricing it should have not presented "$80/month + taxes" as the total. 

  The issue that I have with their letter in response is that there is no mention of the error in pricing and my assistance in helping to rectify their website pricing issue, rather, that their investigation proved the pricing was accurate and as a courtesy I, the complainant, would be given a one-time reduced price for a term of one year seeming to assert that I was mistaken.

  Additionally, I was presented with a one year contract that I was urged to sign in order to get the corrected pricing, which I did not sign.  I had previously read "no contract ever required" on their product offering pages and didn't see the execution of a signed contract to be in my best interest. 

  As mentioned earlier I have screenshots of the entire ordering process that exhibits the pricing as presented to the customer.  ********************** asserting any other case is not accurate.  Ziply further failed to properly respond to a long time customer's concerns in a professional and respectful manner in my opinion.

  I have not responded as I am awaiting the proposed credit to my account.

  Business Response

  Date: 07/01/2025

  Thank you for referring the additional concerns of ******* ******* to our office for review. We appreciate him bringing these additional concerns to our attention.
  The additional concerns state:
  ******* ******* states that he will consider his Ziply Fiber issue resolved once he receives the one-time credit he was offered.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises the one-time adjustment of $260 to fully resolve this issue has been applied to the account and will reflect on the July 2025 statement.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ********** has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

• Initial Complaint

  Date:05/27/2025

  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.

  Ziply fiber installers destroyed my grass on my corner lot. After repeated promises to fix the issue, they've done nothing. The area is now becoming overgrown with weeds where grass once existed.

  Business Response

  Date: 05/28/2025

  Thank you for referring the complaint of *** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The complaint states:
  
  Mr. ***** states while installing Fiber in the area, his grass on the corner lot was destroyed.
  Mr. ***** states after repeated promises to fix the issue, nothing has been done. Now the area has become overgrown with weeds where grass once existed.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber advises Mr. ***** had previously escalated to our Executive team and has been responded too.
  Ziply Fiber advises this 3x3 square patch has been reseeded twice with an all-in-one seed/soil/fertilizer mix. Ziply Fiber recommends watering the area in order for the grass to grow, weeds are out of our control.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ***** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23381946
  
  I am rejecting this response because Ziply's response has been entirely inadequate.  They "threw down" grass seed which has not germinated. Weeds have grown up in the exposed dirt where the existing grass was. The appearance of the yard is now much worse then when they began construction. They did not fulfill the mandate to put things back "as they were." I understand that I'm not the only resident with this type of complaint against Ziply.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/05/2025

  Thank you for referring the additional concerns of *** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The rebuttal states:
  
  Mr. ***** states grass seed was thrown down and not germinated. Weeds have grown up in the exposed dirt where grass use to exist.
  Mr. ***** states Ziply Fiber did not fulfill the mandate to put things back as they were.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  As previously advised: The 3x3 square patch has been reseeded with an all-in-one seed/soil/fertilizer mix.
  Ziply Fiber advises that once watered, the grass will take time to grow, weeds are out of our control.
  Ziply Fiber has made every effort to resolve ************** concerns and according to the City of Moscow Inspector has cleared us as having fulfilled our obligation to restore the property.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ***** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23381946
  
  I am rejecting this response because the grass is not growing back, and you can clearly see by the photo where the area has been trampled and grass killed off by the activity of Ziply.  ************* also threw their lunch trash into the trench they had dug for the line, and left it there several days, seemingly intending to bury it?  What type of outfit is this?  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/17/2025

  Thank you for referring the additional concerns of *** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The rebuttal states:
  
  Mr. ***** states grass seed was thrown down and not germinated. Weeds have grown up in the exposed dirt where grass use to exist.
  Mr. ***** states Ziply Fiber did not fulfill the mandate to put things back as they were.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  As previously advised: The 3x3 square patch has been reseeded twice with an all-in-one seed/soil/fertilizer mix.
  As previously advised: Ziply Fiber advises that once watered, the grass will take time to grow, weeds are out of our control.
  As previously advised: Ziply Fiber has made every effort to resolve ************** concerns and according to the City of Moscow Inspector has cleared us as having fulfilled our obligation to restore the property.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ***** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23381946
  
  I am rejecting this response because Ziply destroyed a section of my yard.  I am instead left to fix it myself. This company has a pattern of negative complaints.  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/24/2025

  Thank you for referring the additional concerns from *** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The rebuttal states:
  Mr. ***** states Ziply Fiber installers destroyed his grass on the corner of his lot and has done nothing to fix the issue.
  Mr. ***** states the corner of his lot has become overgrown with weeds where there once was grass.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  As previously advised: The 3x3 square patch has been reseeded twice with an all-in-one seed/soil/fertilizer mix. Ziply Fiber recommends watering the area in order for the grass to grow, weeds are out of our control.
  As previously advised: Ziply Fiber has made every effort to resolve ************** concerns and according to the City of Moscow Inspector has cleared us as having fulfilled our obligation to restore the property.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ***** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23381946
  
  I am rejecting this response because the area was not restored as it was found prior.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/21/2025

  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 filing this complaint against Ziply Fiber due to an ongoing internet outage that has lasted more than 48 hours, during which the company has failed to deliver on multiple service promises and has shown a complete lack of urgency in resolving the issue.We initially reported the outage on 5/19 and were told that a technician would be dispatched yesterday (5/20). No one showed up, and we received no update or explanation. We followed up and were told again that a technician would arrive today (5/21) yet again, no one came. This has happened twice now, with no communication, no resolution, and no accountability from Ziply Fiber. They also today mentioned that the manager would call us, but we are waiting for hours and nothing happened. This prolonged outage has caused significant disruption to our household, as we rely on a stable internet connection to work remotely. We are losing valuable working time and income due to Ziply Fibers failure to deliver even basic service or honor their own service *************** date, Ziply Fiber has:- Failed to restore service within a reasonable timeframe - Missed two scheduled service appointments without notice - Provided no meaningful updates or escalation of the issue - Shown no urgency or accountability in resolving the matter We are requesting immediate intervention to:- Expedite the repair and restoration of service - Provide compensation for the prolonged outage and its impact on our work - Hold Ziply Fiber accountable for the missed appointments and lack of communication This level of service is unacceptable, and we are seeking support from the Better Business Bureau to ensure this matter is taken seriously and resolved promptly.

  Business Response

  Date: 05/28/2025

  Thank you for referring the complaint of ******** *********** to our office for review.  We appreciate Mr. *********** bringing this matter to our attention.
  
  The complaint states:
  
  Mr. *********** states his internet service through Ziply Fiber went out 05/19/25 and was advised a technician would arrive on 05/20/25 then on 05/21/25 however no one showed up.
  Mr. *********** would like this to be expedited and be credited for the outage.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber advises there was an area outage, this was resolved on 05/23/25. Ziply Fiber advises the trouble was not located at Mr. *********** address therefore no technician was dispatched to his home.
  Ziply Fiber advises contact has been made with Mr. ************ verifying the services had been restored, and advised him of the time out of service credit which will reflect on the 06/23/25 statement.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. *********** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 05/28/2025

   
  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.
  
  Sincerely,
  
  ******** ***********