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:05/23/2024

  Type:Sales and Advertising 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 was moving and called to cancel service the day of my move. I was told that they would have to wait till the following day to cancel the service, which I said was fine. Then the following month, I was billed for the entire month (that I did not use) instead of a prorated amount. The billing cycle had started 4 days prior to my cancelling service. When I called to inquire what had happened and why I was billed for an entire month that I only used 4 days of they stated that they bill different and dont do prorated amounts. I let them know I was very disappointed and thought that was a very shady business practice to charge for a service that was not provided. The customer service agent said there was nothing she could do.

  Business Response

  Date: 06/06/2024

  Thank you for referring the complaint of ******************* to our office for review. We appreciate Ms. **** bringing this matter to our attention. 
  
  According to the complaint:
  Ms. **** states she was moving and called to cancel the day of her move and was told the service would be cancelled the following day.
  Ms. **** states she was billed for the entire month instead of a prorated amount even though the billing cycle had just started 4 days prior to the cancellation. 
  Ms. **** states when she called Ziply Fiber she was advised they dont provide prorated credits and there was nothing that could be done. Ms. **** believes this is a shady business practice to charge for services not provided.  
  Ms. **** is disputing the April 2024 bill of $77.00 and wants an adjustment. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show Ms. **** requested her internet service disconnected on 4/17/24 which was after the 4/14/24 bill in the amount of $77.00 had already generated.
  Ziply Fibers internet services are billed one full month in advance. Termination of the **************** subscription is effective on the last day of the billing cycle and no partial month credits or refunds are provided for previously billed service subscriptions. 
  This policy is part of the terms of service and Ziply Fiber provides this information on the billing statements each month under the Service terms so that consumers are aware of the policy and can plan their disconnect date at the end of the bill period accordingly. 
  While this information was listed on the billing statement, Ziply Fiber has confirmed that Ms. **** was not provided this information at the time of disconnect. In this instance as a courtesy, Ziply Fiber will provide credit from 4/18/24 through 5/13/24 in the amount of $66.73, which will reflect on the 6/14/24 bill statement. Ms. **** will receive a refund via a prepaid Mastercard in 1-2 billing cycles. 
  
  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:05/21/2024

  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.

  This is a service reliability issue. I contracted with Ziply Fiber to provide DSL internet service to my home in late Feb and have experienced chronic service interruptions that are not being resolved. The story is always the same, so sorry, hows the weather etc followed by a tech appointment a week out. Of course the billing continues service or no service. Just called in another outage today, same story but unlike last time, they didnt promise to fix the problem once and for all.

  Business Response

  Date: 05/29/2024

  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  The complaint states:
  ******************** states DSL was installed in his home late February, and since then he has experienced service interruptions that have not been resolved.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber advises each time trouble is reported a technician is dispatched and the trouble was resolved.  On 05/28/24 the technician did change the cable pair.
  Ziply Fiber did reach out to ******************** to verify everything has been resolved, and has not heard back from him at this time.
  
  
  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

• Initial Complaint

  Date:05/20/2024

  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.

  It is rather a complex issue affecting multiple customers. There is a problem with the online account dashboard and the billing system:- the online account dashboard is very misleading when it comes to billing, payments and transactions. It also feels it was designed this way intentionally - to trick customers into missing their payments. Examples are: when payment is made the system reports the payment was successfully accepted, when in fact it was scheduled. The system also shows the same payment twice with different statuses. The system also changes and what looks like removed status records from the transactions list. The system inadequately reflects balance amount - the payment has been only scheduled, and the system already applies credits, while the transaction have not been even started... - the billing system has with properly charging customers. Under certain conditions it posts two payments to a customer's bank account. This results into credits applied to the account, which are very confusing. It also doesn't have any kind of notification regarding payment issues, it simply applies returned check fee right away without a chance to correct declined payment. Despite payments being made online, system treats them as check payments... Customer support is not helpful - there is no way to get in touch with the billing system product owner or to file a software bug ticket.

  Business Response

  Date: 08/27/2024

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  The complaints states:
  ******************** states Ziply Fibers online account dashboard and billing system are misleading when it comes to billing and payment transactions. ******************** states when a payment is made the system reports the payment was successfully accepted when in fact it was scheduled. The system shows the same payment twice with different a different status then removes them from the transaction list.
  ******************** states the system applies the credit and reduces the balance owing even though the payment is only scheduled and hasnt completed.
  ******************** states there is no notification regarding payment issues, that it simply applies a returned check fee without the chance to correct the declined payment and is treated as a check payment even though the payment was made online.  
  ******************** states in certain instances Ziply took two payments instead of one.
  ******************** states customer service is not helpful and there is no way to get in contact with the software product owner or file a bug ticket. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  When a customer schedules a payment online, it initially shows the scheduled payment made which can then take 1-3 business days to process and post or if the consumer selected a specific future pay date. Once the payment has fully cleared, it shows posted again as successful. Ziply Fiber apologizes for any confusion the online account display may have caused.  
  Ziply Fiber advises that once a payment is scheduled, the balance online is reduced by this amount, assuming the payment will go through as arranged. 
  Ziply Fiber advises it is the consumers responsibility to ensure they have available funds for scheduled payments. In an instance where the scheduled payment does not clear the consumers bank or is returned unpaid, that is when a returned payment fee, generically called a returned check fee is assessed. This is the processing fee charged when a payment comes back as unpaid to Ziply Fiber. Once this occurs, Ziply Fiber does send out a letter to the consumer advising of the return payment. Account records do reflect multiple failed payments in the past year for which ******************** was assessed a valid $25.00 return payment fee for each occurrence. 
  Ziply Fiber records show two Individual one-time payments were made for the 5/2/24 bill statement balance of $205.30. One payment was received on 5/9/23 and one on 5/13/24. Both payments were applied to the account and the June bill shows a credit balance forward.  
  Ziply Fiber does appreciate Mr. ********* feedback regarding his online payment experience and has submitted that feedback so we may review our internal processes to improve our customer experience.   
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 09/04/2024

   
  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:05/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5/2 I called Ziply Fiber to cancel my ***************** I wasn't sure if the service was billed in advance or arrears and asked the rep the best way to cancel so that I don't have to deal with credits and refunds. The billing rep advised me to to wait out the duration of my current bill through 5/24 so that I wouldn't be charged again. I asked multiple times, and was assured multiple times I would no longer receive bills from Ziply Fiber after cancelling. This made me believe that Ziply bills in advance. I was also told there is no need to return my equipment. On 5/15 my internet was cut out abruptly and I was forced to find a new internet provider ahead of schedule. On 5/19, I got charged the full amount of my monthly bill and was made aware that the billing schedule is in advance 4/25-5/24.On 5/20, I reached out to Ziply about my bill. I was given pro-rated credit upon the cancellation date of 5/15-5/24, but was told I would need to return all of my equipment despite what the rep said. I asked the rep to investigate the previous conversation I had on 5/2 because I was misled from billing to stay with Ziply and was assured I didn't have to return any equipment. There was no acknowledgement to look into previous conversations and then I was told I didn't have to return equipment. I've had to contact Ziply Fiber on multiple instances about issues with billing. There has been a 38% increase in my ******************* from $65/month in April 2023 to $90/month In February 2024. The sales rep told me their permanent rate was $60 (failed to tell me it's a 10 month promotion), and that there are no equipment charges (they began 3 months after I signed up for their service). It seems like there is no transparency with this company; I don't know what I'm going to get charged month to month. My monthly ******************* has changed 5 times in 13 months.I feel like this company has misled me from the beginning and I would like credit for service so I can find a more honest provider.

• Initial Complaint

  Date:05/16/2024

  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 have a No Soliciting sign immediately next to my door, highly visible. I live in a privately owned townhome. I own the house in its entirety including the exterior. I have received MULTIPLE solicitations for ziply fiber that are left tucked into my door or on the doorknob, even with the no soliciting signage. Today in the middle of my workday my doorbell was rung. When i checked the door ANOTHER solicitation from your sales associate *********************** ph. #************. I called the number and explained that when there is a no solicitation sign he is not allowed to leave solicitations. He is then trespassing on private property. He immediately started arguing and said he was allowed in apartment complexes. I said these are not apartments they are private houses. I reiterated he is not allowed to solicit when there is signage, he continued to say he was allowed and could do whatever he wanted. I told him if he solicited at my address again I will **** To be clear I will *** him personally and ziply fiber, and I will call the local sheriff to report a trespassing violation if it happens again. Train your associates better. If this is not resolved I will be posting this to all social media and copying in local government. I would like confirmation that **** has been educated to not leave solicitations when there are no soliciting signs. Thank you.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  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. ****** advises the Ziply Fiber sales agent knocked on her door despite the do not solicit sign on her home.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that coaching feedback has been provided to the door-to-door sales agent and Ms. ******* name has been added to our do not solicit list.
  
  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:05/16/2024

  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.

  Since they installed fiber in my neighborhood we have been getting multiple people walking up to our home attempting to solicitate despite the large "no soliciting, no trespassing" sign on my front door. My ring cameras capture the individuals clearly reading the sign and proceeding to knock on my door anyway. I do not have and do not want services with them. PLEASE STOP SENDING PEOPLE TO TRESPASS ON MY PROPERTY.

  Business Response

  Date: 05/23/2024

  Thank you for referring the complaint of *************************** to our office for review. We appreciate ****************** bringing this matter to our attention. 
  
  According to the complaint:
  ****************** states since fiber was installed in her neighborhood, she has been getting multiple people walking up to her home attempting to sell her fiber despite the no soliciting, no trespassing sign on her door.
  ****************** does not want Ziply Fiber services and does not want any further contact from the business.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  In response to the complaint, ****************** address has been removed from the fiber marketing list, so she will no longer receive door to door marketing attempts from Ziply Fiber.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 05/23/2024

   
  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:05/14/2024

  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.

  Company put a line across my front yard to replace a broken cable. I have waited at home for three appointments to bury cable. No one will bury the cable. It is a tripping issue as it is run from the street through my yard.

  Business Response

  Date: 05/16/2024

  May 16, 2024
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The Complaint states that:
  ****************** states that he has a Ziply Fiber cable running across his yard thats causing a tripping hazard.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that the cable on ******************** lawn has been buried and the tripping hazard resolved.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 05/16/2024

   
  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:05/11/2024

  Type:Billing 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 paid my Ziply bill from January 13th to February 13th. I also informed Ziply with a phone call on approx February 1st that I getting another internet company. They told me as of the 14th of February my phone and internet would be disconnected. On the 14th of February I called them again to make sure they were disconnecting me, they said yes you will be disconnected today and you are all paid up and owe nothing. A couple weeks later I got a email where they will be removing my $142. From my credit card. I called them again and was told to disregard that email Im all paid up. I get my charge card bill and sure enough they charged me, I called again and got an apology and said my credit card would be credited for the amount. Never happened my credit card went into dispute with them. Next month they charged my credit card *****. I called again and was told that was for the internet, I said how can it be for internet I havent had since February 14,plus I sent back the router February 19th, **** and tracked it, they it on the 21st. She said let me check it out, I waited on phone for 20 mins. She came back and said you are right we will be issuing you a refund. Today I get a letter in the mail telling me if I dont send them ***** they will turn it over to collections. I dont know what to do. They are lying to me and keep scamming me out of money.

  Customer Answer

  Date: 05/17/2024

   
  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,
  
  ***********************

  Business Response

  Date: 05/17/2024

  Thank you for referring the complaint of *********************** to our office for review.  We appreciate ************* bringing this matter to our attention.
  
  The complaint states:
  ****************** state she paid her Ziply Fiber bill for services from January 13th through February 13.  The Ziply Fiber services were to be disconnected February 14, 2024 in which she was advised she would not owe anymore.
  ****************** stated she received an email advising of an auto deduction in the amount of $142.00 from her credit card after she was advised she would owe nothing more and told to disregard it.
  ****************** states the $142.00 deducted which she disputed with her credit card company.  The following month she was charged $60.02 for internet service.
  **************, she returned the router which shows it was received back on February 21, so does not understand how she can be charged yet again.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show the account was ported out on 02/14/24, however the bill cycle is the 13th of the month.  This caused a new bill to generate on 02/13/24 with a full month of charges, the payment posted on 03/04/24.
  Ziply Fiber records show the 03/13/24 bill statement did provide the prorated credits for the phone service in the amount of $82.18, however per the terms of service the internet portion does not prorate.  This caused the remaining balance of $60.02 to bill ($142.20-$82.18= $60.02).  In this instance Ziply Fiber did credit the $60.02 and received the additional payment of $60.02 from **************, this posted on 05/08/24.
  Ziply Fiber did process a refund in the amount of $202.22 ($142.20 and $60.02) in the form of a prepaid Mastercard, this refund was mailed to the service address.  The account balance is now zero.
  Ziply Fiber has spoken to **************, she verified she has received the prepaid mastercard refund.  ************** has contracted Northlane, requesting an alternate method of payment (check) and has been advised she would receive this in 7-10 days.  ************** has Ziply Fibers contact number should she need further assistance.
  
  
  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

• Initial Complaint

  Date:05/09/2024

  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.

  I have had nothing but problems with supervisors saying they will take care of this problem with my Acp and lifeline program Every month I have to call in and I mean every month because I get these outrages bills when I am on the discount program. Last month I had talked to **** he gave me a confirmation number ********** and said he would make sure it was taken care of low and behold I get a bill for ***** This has been going on since December of last year I've spent endless hours talking to representatives that dont know anything put on hold dropped calls and then ask for a supervisor in which it takes endless time to talk to one or get get a promise that they will call me back which has never ever happened. I have all the records and E-mails of being excepted in the program but know one seems to know I have been with you since 2015 back when it was Frontier And my mother was on the program because she developed Dementia and we got her on Lifeline When she could no longer pay her bills I took over as POA and noticed she was paying full price for 2 years and never got a discount I contacted Frontier and nothing was ever done about it I have been in customer service for most of my life and if I treated a paying customer the way I've been treated I probably would have lost my job. Your customer service is really bad hours and hours on the phone. I have better things to do with my time then sit on a phone for hour or more very disappointing and if I had a another option with another company I would be there unfortunately I dont have that option. Very frustrating and sad I would like something done about this once and for all.And get a refund or credit on when I had to pay higher prices then normal so I could keep my service. Thank you for your time ************************* {360} 454-6694

  Business Response

  Date: 05/10/2024

  May 10, 2024
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The Complaint states that:
  ****************** states he calls Ziply Fiber every month because the *** (affordable Connectivity Program) benefit isnt on the bill.
  ****************** states he would like a refund for the amount he has over paid.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that the *** benefit has been added and removed several times since January 2023. See the below details:
  Added 1/12/23; transferred to different provider: 7/17/23
  Added back 9/8/23; transferred to different provider: 12/1/23
  Added back 2/1/24; transferred to different provider: 2/7/24  
  Ziply Fiber advises that ****************** has been provided multiple refunds on his account.  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:05/06/2024

  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.

  Ziply Fiber is charging me $5.00 a month to receive a paper bill. Dont think this should be legal.

  Business Response

  Date: 05/09/2024

  Thank you for referring the complaint of ***************************** to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  The complaint states:
  *************** states she is being charged $5.00 a month for receiving a paper bill.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber advises the paper statement fee of $5 was implemented , and began billing on the November 19,2023 statement for those who opt out of paperless billing. This fee would be removed once the account is enrolled in paperless billing.
  
  
  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