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:05/05/2024

  Type:Order 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.

  On May 5th, 2024, my home in *********, Washington was solicited by a representative of Ziply Fiber despite "No Soliciting" signs clearly posted in two locations, including directly on the front door where the representative knocked. (We have videos if it is helpful). Door to door soliciting a home that is clearly marked to oppose it is illegal. This representative either didn't care or was ignorant to the laws regarding solicitations. Does anyone really want to consider doing business with a company that clearly does not respect laws?

  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 his home was solicited by a representative of Ziply Fiber despite the No Soliciting signs posted in two locations, including directly on the front door.
  ************* would like no further contact by the business.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has removed ************** address from the marketing list completely so he will no longer be solicited by Ziply Fiber.
  Ziply Fiber strives to deliver exceptional customer service through all our interactions, however clearly this fell short of that expectation. We appreciate ************** bringing this matter to our attention so that we can provide individual feedback and additional training where appropriate as well as review internal processes to improve our customer experience.
  
  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

  Customer Answer

  Date: 05/10/2024

   
  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.
  
  Thank you for your assistance,
  
  *******************

• Initial Complaint

  Date:04/30/2024

  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.

  On January 22nd, 2024, a ZiplyFiber technician was dispatched to my new residence, *********************************, to transfer service from my old address to my new one. After installation and transfer of service, I returned the old router I was renting and asked the technician if there's anything I needed to do online in terms of payments, she said no, everything should transfer over to my new account. This claim is backed up on the ZiplyFiber website, it says that transferring service is easy and that they ZiplyFiber should disconnect my old service once internet is set up at my new address. This did not happen, and since that January 22nd installation date autopay for my old service has been active and I've been paying $70.93 a month for a service I'm not using including being charged for the router I returned as well. Also my new account has been accruing debt since installation, because again, I was told that everything should transfer to my new service. When my installation was complete, I recieved no special email from ZiplyFiber explaining that a new account has been set up, only the monthly emails that my autopay was successful. I just recently received an email saying that my account is past due, so I logged on and discovered this new account I was never made aware of. I reached out to customer support and included a transcript of the conversation. I asked to cancel my old account and to receive a refund for all the money I paid to an account that was supposed to be disconnected back on January 22nd, 2024. I was told that my old account has now been disconnected successfully and that I would receive a credit of $80. I just logged on and my old account is still there, so I'd like that disconnected, and I'd like to receive a credit of $212.79 on my new account, because that's how much I've been charged on my account that should've been disconnect on January 22nd, 2024.My old account is *********************. My new account is *********************.

  Business Response

  Date: 05/14/2024

  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 on 1/22/24 a Ziply Fiber technician was dispatched to his new residence to transfer the internet service from his old address to his new one. 
  ************** states he was advised by the technician that everything should transfer over to the new account and the old account would be disconnected which did not happen.
  ************** states he had auto pay set up on his old account which continued to bill at a rate of $70.93 which included a router he returned. 
  ************** states his new account has been accruing debt since installation because he was not aware he needed to do anything and had been receiving confirmations of payment. ************** has a balance owing of $212.79 on the new account. 
  ************** wants his old account disconnected and credit for the payments made after 1/22/24 to go to his new account. 
   
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a new installation order was initiated online to establish service at Mr. ****** new address on 1/22/24 instead of a transfer order. 
  Ziply Fiber advises when a transfer order is placed, it does disconnect the service at the old address once complete. This did not occur because it was done as a new install which would have required a separate disconnect order at the old address. 
  Ziply fiber records show ************** had auto pay on his old account which continued to bill and deduct payments since the service was not disconnected.  The new service that was established created a new account number and would require a new online profile established with the auto pay. ************** did pay the balance owing on the new account in full. 
  In response to the complaint. Ziply Fiber has disconnected the old account and transferred the last three payments totaling $210.60 that were made after 1/22/24 to the new account. ************** currently has a credit balance of $210.60 on the new account. ********************** has issued credits to zero out the remaining charges on the old account. 
  ********************** has contacted ************** directly regarding the above matter. 
  
  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: 05/14/2024

   
  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:04/29/2024

  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.

  I called Ziply Fiber to cancel my services, which was successful. Cancelled due to higher rate increase and we didn't really use our LAN lines to justify the higher cost. I had a credit of $108.54 credit in which agent indicated I would get in 3 billing cycles via a **** gift card. I asked the agent if they accept **** gift card as payment and she said no, in which I responded then why are you reimbursing in a fashion that I didn't pay you in. Agent indicated they will put in the request for check. More than 3+ months pass, and I never received a **** gift card or check. 2 more calls within the 3-month window asking for status and agents would tell me I would receive first of April. Therefore, I called again today April 29th asking for the status, they said a gift card was sent, but I never received anything. At this point I asked if I was 3 months late in making a payment would they charge me a late fee, agent said yes. I responded then why are you not paying a late fee to me for being late, she asked management and said no, we can't do that. They are processing a check and informed me that I would receive my credit in 7-9 business days. I'm reporting this as I don't think it's right for a business to expect payments on time, but yet they take no responsibility in paying their customer, their own money, on a timely manner and there are no consequences!

  Business Response

  Date: 05/10/2024

  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 he called Ziply Fiber to cancel services due to rate increases. 
  ****************** states he had a credit of $108.54 which the agent indicated hed get in 3 billing cycles via a **** gift card. ****************** states that was not how he paid his bill and requested to be reimbursed with a check which an agent advised they would place a request. 
  ****************** states he called in multiple times and as of 4/29/24 was told a gift card was sent but he had not received anything. ****************** states he was told they would process a check and he would receive it in 7-9 business days. 
  ****************** disagrees with the refund process and does not think its right for a business to expect on time payments but then not refund their customers in a timely manner.  ****************** wants an additional $75.00 in credit to compensate him for receiving his refund 3 months late. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** account was disconnected at his request on 1/15/24. Mr. ************************ cycles on the 10th of each month. 
  It is Ziply Fiber's policy that credit balances on final accounts are provided a refund via a prepaid MasterCard by a third-party vendor Northlane Technologies in 2-3 billing cycles after the disconnection date which ****************** was advised.  A refund in the amount of $108.54 was initiated on 4/1/24 which was within the standard timeline and can take ***** business days to process and deliver. Once a consumer receives the prepaid card, there are additional instructions to contact Northlane directly if they prefer the refund via check or another method.
  Ziply fiber advises that this is the refund process for all disconnected accounts. Credit in compensation for the timing of the refund process would not be provided. 
  Account records show ****************** contacted Ziply Fiber on 4/29/24 and he spoke with a supervisor who reached out to Northlane Technologies on his behalf to change the form of payment from a prepaid Mastercard to a check. 
  All **************** and fulfillment of refunds are handled by Northlane Technologies directly.  If ****************** has not received his refund, he should contact Northlane Technologies at ************, or email ****************** .
  
  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: 05/10/2024

   
  Complaint: 21643136
  
  I am rejecting this response because:
  It does not address the inconvenience of delayed funds owed to me. If this was in reverse, Ziply would be charging me late fees and I highly doubt they would except a response of Im sorry for the inconvenience. Their policy of providing funds that belong to the customer in 3 billing cycles is unacceptable and nor do I ever recall agreeing to these terms. This is an unfair practice and Ziply should be held accountable to change this policy.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/27/2024

  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.

  Ziply salesmen have come to my house 6 times over the past 3 months. I tell them I'm not interested and take me off their list. I've been told twice I am removed from the list. Then April 26th at 8pm my kids were outside in the backyard playing and I heard a male voice yelling at them. I went out and my kids had run to the back door saying a guy was telling them to go get their parents. The guy saw me and walked along my backyard fence asking me if I knew what was going on in my neighborhood. I said I hadn't heard anything. Then he asked me how much I pay for internet and started his ziply pitch. I was so mad. My kids were terrified. My youngest was crying. I told him this was the 6th visit from ziply and he said he would take us off the list if I gave him my phone number and name. No way im giving him my information. I should have called the cops. He wouldn't stop attempting to sell to me even after I said no several times. I finally just closed my door and had to comfort my kids. This is completely inappropriate and unacceptable. Im looking into trespassing and harassment laws for any future ziply visits.

  Business Response

  Date: 05/08/2024

  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 Ziply salesman have come to her house 6 times over the past 3 months, each time she tells them she isnt interested and asks to be removed from their list. 
  Ms.  ***** states on the last visit a salesman asked her children playing in the backyard to get her and would not stop selling to her even after she said no several times, she states the entire interaction was inappropriate and unacceptable. 
  ************** 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, Ms. ****** address has been removed from the marketing list completely so she will no longer receive any sales calls from Ziply Fiber. 
  Ziply Fiber strives to deliver exceptional customer service through all our interactions, however clearly this fell short of that expectation. We appreciate ************** bringing this matter to our attention so that we can provide individual feedback and additional training where appropriate as well as review 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: 05/08/2024

   
  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:04/25/2024

  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.

  After years of struggling with inconsistent and unusable Ziply phone service in the *************** area I have decided to file formal complaints with the Ziply Fiber *************** as well as the following oversight and consumer protection entities: Better Business Bureau, the ************************* Oregon Attorney General, ***************** of ******* Consumer Protection, and the *********************************** For over a year the static on the telephone line is frequently so bad I cannot sustain a call. The entire area is affected. This is an intermittent problem so I cannot plan or depend on the phone working. My husband and I have a landline because we live in a remote area with no cell service and very slow internet service. We have to drive 10 miles to get decent cell service. This lack of decent land line phone service is more than an inconvenience, service is needed for emergencies. Does someone have to die to get Ziply to listen to the need for this problem to be remedied? My husband is 81 years old with heart problems. What happens when he needs and ambulance and I can't make a call for help? I advocate for Veterans and people with disabilities. I can't help them without a dependable phone. I make appointments to assist them and oops the phone is not usable. We deserve to have decent connectivity.I have called the Ziply Fiber **************** line repeatedly, repair tickets are issued, a technician does a temporary repair on something, and the phone may then work for a while and then the same thing happens again. Evidently there is an equipment problem that Ziply hasn't fixed. Ziply just keep patching it. Well, it isn't working. Sometimes I can make a call in the morning and not in the afternoon. Sometimes it's out all day. Yesterday the Ziply technician wrote that the equipment problem has been going on for over a year on the repair ticket notes. The problem/rip-off has finally been documented in Ziply's own records. **************** cannot give a bill credit until the problem is fixed (I was on the phone with them for hours this morning). That's a vicious circle where I am asked to pay a monthly bill for service I cannot count on and often can't use. In addition, my only recourse is to ask for repair ticket after repair ticket, wait at home during the 4-hour window, and start all over again the next time? Someone should review the repair ticket history on my phone number ************. This is not right. We need an emergency phone line. We need to be able to conduct our basic business. If Ziply cannot provide this area with dependable service, why does the company continue to collect our monthly payments? All Ziply is doing is taking our payments and pretending they provide dependable service. Maybe if Ziply admitted they can't provide us decent service because they can't afford to repair or replace the faulty equipment the community could get some assistance to connect with the outside world. The company, Ziply Fiber, has been ripping us and other **** Sitkum residents long enough. They have been endangering our wellbeing long enough. Ziply is isolating us from emergency services and the outside world. We need help.*********************** Ziply Fiber Account Number ********************* Home - ************ Cell - ************ Physical Address *********************************************** Mailing Address *********************************

  Business Response

  Date: 05/01/2024

  Thank you for referring the complaint of *********************** to our office for review.  We appreciate ************* bringing this matter to our attention.
  
  The complaint states:
  ************** states for over a year they have experienced intermittent static issues on the phone line, at times so bad the phone is unusable.  Further stating there is no cell service in the area they live in, and due to health concerns the phone is very important.
  ************** states when technicians do come out and make repairs, the phone works for a while then the static issues come back.
  ************** states she pays for her service and is requesting dependable service.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show 7 reports of trouble in 2023 and 2 in 2024.  Each time trouble is reported a technician is sent out to trouble shoot and make repairs.
  Ziply Fiber has advised ************** we are in the process of updating backbone equipment in her area and believe this will resolve the issue.  However, Ziply Fiber will remain in contact with ************** to verify the issue is resolve and if additional trouble shooting is necessary Ziply Fiber will ensure this is done.
  Ziply Fiber provides credit for reported outages from the time reported until the time completed. 
  
  
  
  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

  Customer Answer

  Date: 05/07/2024

  Ziply Fibers  response states they appreciate me bringing this issue to their attention. They then state that I brought it to their attention 7 times in 2023 and 2 times so far this year.  Now, when their failure to provide dependable phone service is reported via complaint to multiple consumer protection and oversight entities, they appreciate me. 
  
  Ziply states they provide credit for reported outages from the time reported until the time completed. Sounds simple, not simple. 
  
  First, I live in a remote area, I have no cell service. How am I supposed to report a reoccurring service problem in a timely manner?  Should I drop everything and repeatedly drive to cell service and sit beside the road on hold?  I guess so if I want due credit. Anyone who has called the Ziply Fiber *********************** knows hold times can be extensive.  Im tired of sitting on the side of the road on hold. 
  
  Secondly,  once I get through to the service center all they can do is issue another repair ticket.  To get a repair ticket I must say I will be home for a four hour window. Then a technician never comes because they know the problem is not here.  Should I lie and say Ill be here in order to get a repair ticket?  Should I delay the repair if I have another appointment?  Suggestions?  Seven times last year (28 hours) twice so far this year (8 hours).  Im tired of sitting at home waiting. 
  
  Third, getting credit means another call to the Ziply Fiber ***********************.  In order to get credit the ticket must be completed. This means when the technician resets the equipment in our area I must agree to say the repair is complete to get any bill credit. It has just been a series of temporary fixes.  Round and round. As their response states they are in the process of trying to fix it. So lets face it the problem isnt fixed. They are working on it.  They just want me to say its fixed if I want to get credit.  
  
  An ongoing persistent problem like this doesnt fit Ziplys credit for lost service model.  Sounds easy but doesnt work. 
  
  So I ask Ziply should I continue to sit beside the road on hold to report this repeated problem?  Should I continue to wait for technicians who dont show up or just play your model and say I will? Should I lie and say the problem has been fixed?  Should I continue to struggle within your system and grab a day or two of credit as I can while paying my full bill each month? 
  
  These are my problems with the Ziply Fiber credit processes. They have not functioned to provide me credit for lost service and their processes have not resulted in a lasting repair. 
  
  This is an area wide seasonal problem. When the weather gets hot the static starts throughout the *************** area. My first call this year occurred during a beautiful day in April.  Were heading into the warmer season now and the company is in the process of updating equipment and believe this will resolve the issue.  To close this complaint based on a future hope and prayer is nice but in no way resolves my safety and service concerns. 
  
  Ziply says they will remain in contact with me to verify the issue is resolved. They say if the problem continues they will trouble shoot it.  Customer Care told me this same thing last year. The minute the weather cooled and I quit complaining their problem disappeared and so did ************** Now I have the same problem I had last year. 
  
  After making this complaint Ziply Fiber field technicians came out and really looked things over. They seem to really want to get this fixed. How much can they do with old equipment and old copper lines?  Is this repair a priority for the company now?  The field technicians encouraged me to contact the field office directly to expedite a response to reset the equipment.  I appreciate this because calling the Ziply Fiber *********************** frankly *****.  If I do this will this result in Ziply forgetting the *************** area residents again?  Will Ziply continue taking our payments and fail to permanently fix the problem?  Thats what they have been doing for a long time now. 
  
  The Ziply Fiber website states Oregon Customer Rights and Responsibilities. The following statement is in the first paragraph:
  
  The utility companys main obligation is to provide you with reliable services at rates approved by the Oregon PUC. Your main obligations are to pay for the services you use..
  
  Im paying my bill every month.  My bill is due right now. Ziply has not been holding up their end.  Im sure they wish I would go away again but this has gone on too long and Ziply is my only option for phone service.  
  
  I want Ziply Fiber to get my phone working reliably. They believe they can.  At this point Ill believe it when they have completed promised  repairs and reoccurring warm weather service problems are remedied. 

  Customer Answer

  Date: 05/16/2024

  I apologize for wandering off topic in my reply to ZiplyFibers response regarding credit for lost service. It did appear to be informative to ZiplyFiber. 
  
  The core of my complaint relates to unreliable telephone service. 
  
  On 5/9/24 I once again reported static on the line so severe the phone was unusable. I have continued to have static on the line through today 5/15/24. The static problem I complained about has not been resolved. ZiplyFiber continues to fail to provide me dependable service and charges me monthly. 
  
  I do have concerns that they have not addressed. I would like to request BBB to re-open this case and send my concerns to the company.  
  
  If you do decide to close this complaint and the problem persists what should I do then?  
  
  ZiplyFiber said they are in the process of updating equipment and believe this will resolve the issue. If it doesnt theyll stay in touch and troubleshoot the problem. But bottom line is the problem continues.  
  
  Please help me make ZiplyFiber understand they need to get this problem fixed. Your involvement has gotten their attention and they are at least recognizing there is a problem. I feel that if BBB closes this complaint Ill find myself with no remedy again. 
  Please advise. 

• Initial Complaint

  Date:04/22/2024

  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.

  over billing. not receiving a paper statement.double charging on same payment.may-23-2020 threw April-11-2024 total payments of ******** on a monthly bill of 45$ for internet services.

  Business Response

  Date: 05/02/2024

  May 2, 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 has been overcharged for his service.
  **************** states he has paid $3125.48 to Ziply Fiber and is owed a refund.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records do not show that ****************** has been over charged for his service.
  Ziply Fiber advises that we have not received payments of $3125.48 from ****************** and would need bank records to investigate this claim. ****************** has yet to provide the requested documentation. No refund is warranted at this time.
  
  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:04/22/2024

  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 ordered service on 4/2/24 and was scheduled a week out. I was willing to wait in hopes to get good Internet speed, even though it inconvenienced me a lot, since I work from home. No one showed up on the day of the installation, even though I called a day before and confirmed that it's going to happen. After hours on the line I was told that my appointment was cancelled and I have an option to reschedule in for 2 week later. I couldn't believe that a business operating in the *** can act like that. I was offered an apology, but no compensation. I was also told that the installation is free as an explanation for why I am not entitled to anything.Today is 4/22/24. I cancelled my appointments and stayed at home 8am-12, waiting for the installation crew. No one came. No one called. Now I am on the line with a nice lady from the Phillippines and it has been 40 minutes her keeping me waiting, asking me how my day has been so far and trying to reach someone in the ***. In the end of the conversation I was told that no technicians are available in my area and they need to reschedule.I am in dismay. What a lack of respect to the customers' time. I have never been treated like that before.

  Business Response

  Date: 04/26/2024

  Thank you for referring the complaint of *********************** to our office for review.  We appreciate *************** bringing this matter to our attention.
  
  The complaint states:
  **************** ordered Fiber Internet with Ziply Fiber on April 2, 2024, to be installed a week later.  When no one showed up on the date of installation, she called back in and states she was advised the order was cancelled, a new order would need to be placed and the installation date would be out an additional two weeks.
  ******************** states today April 22, 2024, she stayed home for an appointment 8-12 arrival time, but no one came.  When calling in to Ziply Fiber she was advised there are no technicians available in her area therefore it would need to be rescheduled.
  **************** would like the job finished.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber does apologize to ****************, in reviewing the records due to system issues the orders failed to process, therefore not loaded to a technician for dispatch.
  Ziply Fiber has spoken to the local manager and then ****************, offering to compensate her for the trouble, and get a technician out today or tomorrow to complete the installation however **************** declined.
  Ziply Fiber has cancelled the order per **************** request.
  
  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

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21609716
  
  I am rejecting this response because:

  the compensation was offered was in the form service credit. I already joined a different Internet provider, which means this is of no use. Absence of Internet connection greatly inconvenienced our family, since we rely on Internet to do our business and it caused financial damage. 

  After Ziply failed to show up for the second time, I started looking at the Internet reviews for them at ****** reviews and Yelp.  I saw a lot of similar complaints from other customers. One of them complained that after not showing up they offered him 3 months of free service and they still charged him breaking the promise. Of course I don't want to schedule another time and hear tale stories about credits.  

  This is a very bad way of doing business and they didn't take the responsibility for the harm they caused. As I told the representative, I expect something more material than an apology, which will hopefully make them change their business practices. I am very angry with this service provider for the complete and utter disrespect of my time.

  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2024

  Thank you for referring the additional concerns of *********************** to our office for review.  We appreciate *************** bringing this matter to our attention.
  
  The rebuttal states:
  **************** states the compensation that was offered was in the form of a service credit, in which she has joined with a different provider, so the credit is of no use to her.
  **************** states she expects more than an apology and does expect something more material.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber did apologize to ****************, when Fiber internet is being installed at times prework is needed which can cause delays in the installation date.  When this occurs Ziply Fiber can offer/provide a bill credit to offset the delay.
  Ziply Fiber does not offer material compensation for cancelled orders. 
  
  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

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21609716
  
  I am rejecting this response because:

  Ziply Fiber failed to show up to install the service as agreed and confirmed twice. They state that they don't offer compensation for "cancelled orders", but it's them who cancelled these orders, not me. I got no compensation. I am not interested in mediation and additional communication. I don't agree to call this case resolved since it hasn't been for me. Other customers should see that the case hasn't been resolved and avoid this company.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/20/2024

  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.

  I disconnected service on 1/31/2024 and was told (see email) that I would not be charged for February. I have been receiving bills every month for February charges. I've called and been in lengthy conversations with support who say they will credit my account. There have been no credits. Their terms section 9.2 says I am due a refund for any days after terminating service that remain on the bill. Since there were no days left in Jan, my January payment covers it all. But I keep getting bills.

  Business Response

  Date: 05/03/2024

  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 she disconnected service on 1/31/24 and was advised she would not be charged for February.
  **************** states she has paid her January bill charges through her disconnect date but continues to receive bills every month for February charges.
  **************** states she has called in multiple times and been told she is due a refund but has not received credits. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show **************** requested her service disconnected on 1/31/24 and a disconnect order was placed that day but was due dated out to 2/29/24 in error. 
  Ms. *********************** generates on the first of the month. **************** did pay her 1/1/24 bill statement that billed for service through 1/31/24. The 2/1/24 bill generated in the amount of $133.61 due to the error in the disconnect date. 
  Ziply Fiber advises **************** did call in regarding the balance and was advised she would receive a final bill with prorated credit back to 1/31/24 however this did not occur because the disconnect date was 2/29/24.
  Ziply Fiber has issued full credit for the 2/1/24 bill statement in the amount of $133.61. **************** has a zero balance which will reflect on the 5/1/24 statement. 
  
  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: 05/03/2024

   
  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.
  

  Thank you very very much!
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2024

  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.

  We have been with Ziply for the past several years and even before when it was Frontier.in 2019 we were asked to change our service to a different one, as our billing had gone up and in order to keep it affordable we were asked to change. We did and were without service for 2 days. Fast forward to 2023 our bills had gone up to over $540 from $300 as the technology had once again changed and we were asked to swith again. I was hesitant, as the last time we went down and we run a 340 space community and we can't afford to be down period. We service thousands of residents in a mobile home park. I finally said I would switch over if they promissed me to walk us throught the transition and promise me this wouldn't happen again! Well, 2 months later we still do not have the service up and running! I am beyond upset and the supervisor who took over our case *********************** will not return my calls now and will only send emails about issues and says now that it's installed its a service issue but our service has never worked properly! We received one month free service but at this point the money isn't even the issue. We don't have voicemail working, so we can't receive emergency calls from our tenants and we half the time the voicemail isn't working so tenants can call a manager to get emergency service. This is a business account, and we are supposed to have them address these issues asap and NO ONE wants to take responsibility to do this. Now ****** has someone who just started with the company trying hard to help us, but she has no Idea who to contact. Her name is ***************************. *********************************** was the gentleman to oversee our bills that have messed up but NO ONE has taken on responsibiltiy to get our phones to work. They send out Technicians *** who has NO experience with VOIP phones and spend the whole time on the phone not knowing what to do. ****** from escalations team ID # ****** from ************* has just called me and said he will call the office.

  Business Response

  Date: 04/30/2024

  Thank you for referring the complaint of ******************************* regarding the business account ********************************************** to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  According to the complaint:
  ******************** states her bill had increased from $300.00 to $540.00 per month. To keep the ******* affordable, the business was asked to switch to a new technology but was hesitant because in 2019, a similar request left the business without ******* for 2 days and it is vital the business *******s are working. 
  ******************** agreed to switch *******s with assurances the ******* would not go down, however two months later the ******* is not running. properly.
  ******************** states the supervisor assigned to her case will not take her calls and has advised now that the ******* is installed, its a repair issue. ******************** states the ******* has never worked properly and they do not have working voicemail so cant receive emergency calls from tenants.
  ******************** states they did receive a month of credit, but money isnt the issue. 
  ******************** states she has received two invoices, her original landline account, and a new ********************** invoice. 
  ******************** states no one will take responsibility to get the phones to work. ******************** states this is a business account which should get priority for repairs.  she did get contacted by an escalations team member to assist.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ******************** had an older business phone plan with multiple lines and internet under a 2-year term agreement which included embedded product discounts and promotional discounts totaling $123.00 off the standard rate, the total bill was approximately $416.00 per month. On 11/11/23, the term agreement ended, and the associated promotional discounts expired, then the product discounts expired which increased her rate to approximately $533.00 per month after taxes. ******************** contacted Ziply Fiber and was advised in order to get a better rate she would need to change her older plan to Hosted VoIP *******. 
  Ziply Fiber records show an initial change order was issued on 2/1/24 to upgrade the ******* to Hosted Voice, however this was cancelled stating the consumer did not have compatible phones. A subsequent order to upgrade was issued on 3/7/24 and completed on 3/19/24 however there was an issue with the installation causing the ******* to go down. 
  Ziply Fiber did provide courtesy credits to offset the $75.00 per month promotional discount that had expired for bills in November, December, January, and February. Ziply Fiber provided a month of ******* credit on 3/6/24 in the amount of $485.33 in compensation for ******* issues with the upgrade to Hosted voice, and additional credits of $140.0O on 3/26/24 for third party technical charges the consumer incurred. Additionally, ******************** was provided her Hosted Voice lines at a discounted rate and provided the leased equipment at no charge.  All ******* credit and billing issues have been resolved. 
  Ziply Fiber advises the new fiber invoice that ******************** received for the account ending in 5144 was created in error.  This account has been disconnected and credited to zero.
  Ziply Fiber advises that any ******* issues after the upgrade completed on 3/19/24, are handled by technical support directly, not the original project manager assisting with the upgrade.  ******************** reported issues with answering calls, the line **** not working, voicemails going to a generic greeting, voicemails not staying in the mailbox after being forwarded to email and a password reset.  These issues were escalated to advanced technical support who has been in contact with ******************** since the beginning of April and after additional troubleshooting, the phone ******* issues have been confirmed 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: 04/30/2024

   
  Complaint: 21594930
  
  I am rejecting this response because:

   

  I asked for someone to call me from a higher department.  The issue is not resolved and when emailing the supervisor no calls back.

  Also, we are still getting 2 bills.

   

  i am very upset and your response is not accepted.

  who said this was resolved ???!!!!

   

  please have someone from corporate office or office of the president ******* me by phone. 
  ************

  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/08/2024

  Here is our most recent bill which is still not correct and our phones are still not working correctly.

  i emailed ziply yesterday, as I was told that it would be adjusted and no one has gotten back to us.

  The phone lines are still dropping calls and people have to call 2 to 3 times to get a hold of us!

  what will it take to get our phone system working?

  no one has contacted me from the upper offices at Ziply to this date from the complaint!

  I would like a call and to get this resolved

  asap! We are running a business and this is a big problem! The phones are unreliable.

   

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

  Business Response

  Date: 05/17/2024

  Thank you for referring the additional concerns of ******************************* regarding the business account ********************************************** to our office for review. We appreciate ******************** bringing these additional concerns to our attention. 
  
  The additional concerns state:
  ******************** states she is still receiving two bills.
  ******************** states her most recent bill is still not correct in comparison to her quote, she emailed Ziply and was supposed to get it fixed and a credit, but no one has gotten back to her.
  ******************** states the phones are still dropping calls and people must call 2 or 3 times to get in contact with them, the service issues are not resolved.
  ******************** states she has asked for a call from a supervisor and has been in contact via email but has not received a call back. ******************** states she has not had contact from the upper offices regarding this complaint. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advises the new fiber invoice that ******************** received for the account ending in 5144 was created in error.  This was disconnected and credited to zero which is reflected on the 5/4/24 final bill.  
  Ziply Fiber business team has reviewed the original quote and subsequent billing and confirm it is not accurate. The Ziply Fiber business supervisor has been in contact with ********************, the billing issues are being addressed and appropriate credits have been provided including credits for the ongoing service issues. The 5/4/24 bill balance of $125.36 has been credited in full.
  Technical support had previously confirmed the service issues were resolved on 4/23/24, however additional subsequent reports from ******************** show the service issues continued to occur. Ziply Fiber advanced technical support reached out to ******************** to do additional troubleshooting and a technician was dispatched out to the business location on 5/10/24. The technician found that one of the phone handsets was faulty causing issues with inbound calls and calls going to dead air, and a loose cord caused the internet issues. Ziply Fiber business team ordered a new phone that was delivered and scheduled a technician dispatch for 5/17/24 to replace and program the new equipment however ******************** has requested her IT person to be onsite, so the appointment has been re-scheduled for 5/23/24.  Once completed, technical support will monitor the service for any additional errors. 
  In response to the complaint, Ziply Fiber engaged with the appropriate ******** Department Supervisor who was coordinating the correction of the service orders and handling the credits on the account, the Advanced Technical Support team and Account Manager who has been assisting with coordination of the repairs. This team of supervisors has been in contact with ******************** both by phone and email in response to the issues reported to the Better Business Bureau. 
  
  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: 05/17/2024

   
  Complaint: 21594930
  
  I am rejecting this response because:

  The phones are still not fixed and they still don't know why they are NOT working!

  I had to now bring in my IT people and will have to pay them for their time to work on our connection to the internet settings, that were set up already 3 months ago.

  They are having us do things 2 and 3 times and nothing is working?!

   

  The VOIP phones do not work in our office and no one has come out that knows how to fix it.

   

  Why do they keep sending the same people to try to fix it and not a higher up tech person who maybe could trouble shoot better?  The manager of that office is aware of this issue but has not once reached out to me or come by to see why it's not working?

   

  Also, we have done some online sleuthing and think maybe the phones that Ziply is using may also be the issue.  Has anyone looked into this?

   

  They are now coming back out next Wednesday to check our sonic wall set up.

  I will again need my IT people to be available and pay them and also we will be down and we run a very large company with over 340 homes and our office is the hub.

   

  The only person who has tried to help and call us is ***********************************.

  He is not a tech person, but has helped with the billing and trying to be the middle man to try to get this resolved.

   

  I didn't want to switch to VOIP  phones and did, and now I wish we never did.

  This has really been a nightmare!

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/03/2024

  Thank you for referring the additional concerns of ******************************* regarding the business account ********************************************** to our office for review. We appreciate ******************** bringing these additional concerns to our attention. 
  
  The additional concerns state:
  ******************** states she is rejecting the response because Ziply Fiber has sent out multiple people and the phones are still not fixed. 
  ******************** states the only person who has helped is the supervisor assisting with billing. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber did replace the defective phone on 5/23/24, however the issues with dropped calls continued. Ziply Fiber technical support continued to troubleshoot.  Advanced technical support spoke with a representative of the business and confirmed that everything was working on 5/28/24 as well as during a follow up on 5/31/24.  Ziply Fiber technical support will do an additional follow up on 6/10/24 to verify the issues do not come back.  
  The Ziply Fiber business supervisor has been in contact with ********************, the billing issues have been addressed and appropriate credits have been provided including service credits. Ziply Fiber is following up to verify the quoted pricing is correct on the June statement. ******************** has a direct contact should she have any questions or concerns. 
  
  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: 06/03/2024

   
  Complaint: 21594930
  
  I am rejecting this response because:

   

  we still are having dropped calls daily.

  until this issue is fully resolved. I will not close this dispute.

   

  i also have not received the corrected invoice with the credits, so I can not speak to this either.

   

  we emailed again today with more dropped calls from Friday and today and getting dead air, and no one has contacted our office.

   

  Again, this has been an extremely frustrating experience and has gone on for over 4months.

   

  Had we known this was found to be such a big time drain on our company.

  we never would have accepted the proposed changes to our contract and looked for a different company.

   

  please have someone reach out to my

  office before 6-10 with all the dropped calls we are currently having.

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/20/2024

  Thank you for referring the additional concerns of ******************************* regarding the business account ********************************************** to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  The additional concerns state:
  ******************** states she is rejecting the response because she still has dropped calls daily. 
  ******************** states she still has not received the corrected invoice. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advanced technical support has been in contact with ******************** regarding her service issues and as of 6/12/24 confirmed there has not been any issue with dropped calls. ******************** advised at that time she will reach back out to technical support if there are further issues. There have not been any additional reports of trouble. 
  The billing issues were previously addressed, and the billing is now correct. ******************** has a direct contact with the business supervisor should she have any questions or concerns regarding her 6/4/24 bill statement or service plan.
  
  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: 07/12/2024

  I would like to re- open my claim.

   

  The supervisor is not responding to me and I am still having technical and billing issues and hes being dismissive and passing me off to customer service which in turn goes back to him and then I need to wait hours for call backs and they read from a script form another country!

   

  My internet speed is now at 100 and it now needs to be upgraded to 200, which I only found out when we had a hit and run accident and needed camera footage and my security company had 40 upload speeds.

   

  Why this was not addressed when they were out maybe 20 times in the last 6

  Months I dont understand ?!

   

  When I emailed ********* he told me to

  Contact customer service going forward!

  With no good explanation!

   

  We will now be down again next week to install the new equipment and they act like Im bothering them!

   

  Then I sent him a bill today as it went up from $139 to $160 and no response.

   

  This is not how you treat customers !

   

  I would like his supervisor to contact me.

   

  All I want is service that is reliable and what I supposed to be paying!

   

  This is. It happening!!

   

   

   

   

  Thanks,

   

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

  Customer Answer

  Date: 07/17/2024

   Add this to our complaint :

   

  Please include this email chain,

  we were down for 4 1/2 hours again yesterday and needed to get outside help and they will not cover it.

   

  I will send the invoice in another email.

   

   

  Thanks,

   

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

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

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

  
  Begin forwarded message:

  From: "************************************" <**************************************************************>
  Date: July 17, 2024 at 2:43:37 PM PDT
  To: ******************************* <**************>
  Subject: RE: Rosegrove invoice

  Hi *******,

   

  The change in static IP and equipment was needed to change the speed.  We do not pay for 3^rd party tech charges.  It appears from the invoice the charges were to update your firewall and other equipment.  While I understand updating the static IP was an inconvenience and caused charges we will not be able to provide credit for those charges. 

   

  *************************, Supervisor, Small Business Account Management

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

   

  

   

  From: ******************************* <**************>
  Sent: Wednesday, July 17, 2024 11:12 AM
  To: ************************************ <**************************************************************>
  Cc: ******************************* <**************>
  Subject: Fwd: Rosegrove invoice

   

  ---

  WARNING: External email. Please verify sender before opening attachments or clicking on links.

  ---

   

  Hi ****,

   

  Here is the invoice for $195 we were charged to call in for help when the static IP address was again changed. I was told this would not happen, and we were lucky he was available to help **** complete the upgrade to 200, which we should have been at before.

   

  I would appreciate a credit on our next bill for the inconvenience of also being down all afternoon yesterday. I still dont understand why this wasnt done when our Internet was upgraded last January?

   

   

  Thanks,

   

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

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

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

  
  Begin forwarded message:

  From: ************** <******************>
  Date: July 17, 2024 at 9:05:04 AM PDT
  To: ******************************* <**************>
  Subject: Rosegrove invoice

  Hi,

  Attached is a copy of the Rosegrove work that was done yesterday.

   

  Please let us know if you have any questions.

   

  Thanks

   

   

  Customer Answer

  Date: 07/17/2024

  Here is the invoice Ziply wont pay.

   

  They have still not addressed why this wasnt done when changes were made back in February??

   

   

  Thanks,

   

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

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

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

  
  Begin forwarded message:

  From: ************** <******************>
  Date: July 17, 2024 at 9:05:04 AM PDT
  To: ******************************* <**************>
  Subject: Rosegrove invoice

  Hi,

  Attached is a copy of the Rosegrove work that was done yesterday.

   

  Please let us know if you have any questions.

   

  Thanks

   

   

  Customer Answer

  Date: 07/17/2024

  Here is the invoice they refuse to pay and also the email chain.

   

  I have been reasonable and allowed them to keep coming back, but they are not taking responsibility for causing the issues or for not giving us the service we are paying for.

   

  At this point we need someone above ************************* to be helping me, as hes not.

  Hes only trying to save himself in this and not taking care of me the customer.

   

  This is not ok or acceptable.  Why should I have to keep paying for my ************ to come take care of issues they are causing?!

   

  Please advise and make sure this is re-opened.

   

  Thanks,

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

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

   

  From: *******************************
  Sent: Wednesday, July 17, 2024 2:58 PM
  To: ************************************ <**************************************************************>
  Cc: ******************************* <**************>
  Subject: Re: Rosegrove invoice

   

  ****,

   

  We were told by ********************* nothing internally would be effected  and it was!  

   

  Our security cameras came down and everything needed to be updated due to the change in static IP.  

   

  This should have been done previously when our internet had been upgraded and was only done to 100 and not to 200.

   

  I disagree with your analysis we are using your equipment, so what youre saying doesnt make sense!

   

  We will see what the BBB says.

   

  In the past you have paid for 3rd party people.

  Actually, you paid for Tech Care.

  All of these services had to do with the static IP change.

  Feel free to call tech care and ask if you have questions. Nothing was upgraded by them. They were only were trying to get the service up and running when your tech

  Called me in a panic as he

  Couldnt get out system working!

   

  We were down for 4 1/2 hours and were told it would be 1 hour.

   

  This really is unacceptable and has gone on too long.

   

  *********************- tech from Ziply 

   

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

   

  Thanks,

   

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

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

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

   

  On Jul 17, 2024, at 2:43 PM, ************************************ <**************************************************************> wrote:

  Hi *******,

   

  The change in static IP and equipment was needed to change the speed.  We do not pay for 3^rd party tech charges.  It appears from the invoice the charges were to update your firewall and other equipment.  While I understand updating the static IP was an inconvenience and caused charges we will not be able to provide credit for those charges. 

   

  *************************, Supervisor, Small Business Account Management

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

   

  

   

  From: ******************************* <**************>
  Sent: Wednesday, July 17, 2024 11:12 AM
  To: ************************************ <**************************************************************>
  Cc: ******************************* <**************>
  Subject: Fwd: Rosegrove invoice

   

  ---

  WARNING: External email. Please verify sender before opening attachments or clicking on links.

  ---

   

  Hi ****,

   

  Here is the invoice for $195 we were charged to call in for help when the static IP address was again changed. I was told this would not happen, and we were lucky he was available to help **** complete the upgrade to 200, which we should have been at before.

   

  I would appreciate a credit on our next bill for the inconvenience of also being down all afternoon yesterday. I still dont understand why this wasnt done when our Internet was upgraded last January?

   

   

  Thanks,

   

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

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

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

  
  Begin forwarded message:

  From: ************** <******************>
  Date: July 17, 2024 at 9:05:04 AM PDT
  To: ******************************* <**************>
  Subject: Rosegrove invoice

  Hi,

  Attached is a copy of the Rosegrove work that was done yesterday.

   

  Please let us know if you have any questions.

   

  Thanks

   

   

  Business Response

  Date: 07/31/2024

  Thank you for referring the additional concerns of ******************************* regarding the business account ********************************************** to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  The additional concerns state:
  ******************** states she is re-opening her clam because she is still having technical issues. ******************** states her internet speed is at 100M and needs to be upgraded to 200M which was discovered when her security company needed to camera footage. 
  ******************** states she contacted the supervisor she was previously working with and was told she needed to contact customer service going forward and was not provided an explanation. 
  ******************** states she inquired about her bill increasing from $139.00 to $160.00 and has not received a response. 
  ******************** states she was billed $195.00 from her tech company when they came out to get her services working after Ziply Fiber replaced their equipment and changed the static IP.  ******************** states she was without service for 4 hours.
  ******************** states she was advised that Ziply Fiber does not credit for third party tech charges. ******************** wants credit for her tech charges. 
  ******************** wants credit for 4 hours she was without service during the repair. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advises that ******************** reported issues with her upload speeds on 7/9/24 and these were unrelated to the service issues addressed in the prior complaints. This issue had not been previously reported. 
  Ziply Fiber dispatched a technician on 7/10/24 and it was determined at that time the optical network terminal needed to be changed out to resolve the speed issue which also required a change in the static IP address. The repair was scheduled and completed on 7/16/24. 
  Ziply Fiber advises that consumers should contact business customer service regarding any billing or repair issues.  If there is no resolution after contacting those departments through regular channels, then consumers can request a supervisor. ******************** reached out to the supervisor directly prior to going through normal channels which is why she was advised to do so. 
  Ziply Fiber advises that ******************** is being billed the correct rate of $144 before taxes, surcharges, and fees. The June bill in the amount of $136.80 was lower than normal due to prorated credits provided. The July bill statement in the amount of $159.35 is correct. 
  The invoice provided by ******************** in the amount of $195.00 was for a third-party company ********** to reconfigure the business firewall and camera system when the static IP was changed during the 7/16/24 repair. As per the business terms of service, Ziply Fiber has no responsibility for the operation of any equipment, software, or service other than the Services and the Ziply Equipment. For example, if you receive ************* Ziply Fiber has no responsibility to support, maintain or repair any equipment, software, or service that you elect to use in connection with the ************ if not provided by Ziply Fiber. The business firewall, camera system and how they are configured are not the responsibility of Ziply Fiber and the company would not normally provide credit for these charges. In this instance, a one-time courtesy credit was provided on 7/19/24 to offset these charges in order to resolve the complaint, however any future issues requiring the consumers use of an outside company will be the responsibility of the business alone.
  Ziply Fiber provides time out of service credit for reported outages over 24 hours, ******************** was not without service for 24 hours during her recent repair. Additionally, Ziply Fiber has been providing service credits that have covered all billed charges since March 2024 due to the prior intermittent service issues.  No additional service credits are due.  
  
  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: 07/31/2024

   
  Complaint: 21594930
  
  I am rejecting this response because: The facts were not correct or complete.

  We were told by the technician who called his supervisor that our internet was NEVER installed correctly even at the 100 speed and that was why they needed to come back again and change our  Static  IP address and we needed to have our tech company go online and help them. I was told by the technician on the previous time he was out that we would not need our IT team available as our static IP would  not be changed. It was changed as Ziply changed out their equipment due to the previous technician not doing an adequate job.

  I do not agree with the decision of Ziply and ask for someone other than ********* to handle this complaint.

  He is not giving you the full and truthful story. We were only to be out of service for 1 hour and were out the whole afternoon.

   

  I was given these prior credits due to the incompetence of Ziply service and the inconvenience of having little to no service for 6 months!

  I would have never switched over had we known of all of these service issues.

  It has been a terrible experience all around and they are not telling you the truth of what transpired!

   

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service 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.

  We arranged to have service installed for internet February 2024. Literally every week Ziply calls or texts me to say they are re-scheduling the installation appointment. Ziply is the only service provider on our area and we cannot get phone or cell phone or internet without their services, therefore, if there is an emergency- we have no way to contact police. We would not have moved here if Ziply had told us they would not install service. Additionally, my daughter lives here and is 8 months pregnant. When I call and speak to someone at Ziply, I am told they are elevating my issue to upper management and someone will call me but they never call.

  Business Response

  Date: 04/22/2024

   

  

   

   

  April 22, 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:

  • **************** has been waiting for Ziply Fiber to install her internet since February 2024. 

   

  Ziply Fiber has investigated the above statements and offers the following response: 

  • Ziply Fiber has confirmed **************** now has working data service as of 4/17/24.

  • Ziply Fiber regrets the installation delay **************** experienced and has issued account credits for the trouble. Please note there is no balance owing as shown on the 4/17/24 statement.

   

  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