Complaints

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

close

Find a Location

Ziply Fiber has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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

  
  

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent 30 minutes on a phone call canceling my account. Now they say I owe them $60 and that I never canceled. I would like to be done with them and not give them money for services I had canceled. Also, my service was down for 2 days causing financial loss for me. I would like my $50 back for that month.

  Business Response

  Date: 04/11/2024

  Thank you for referring the complaint of ************************* to our office for review.  We appreciate *************** bringing this matter to our attention.
  
  The complaint states:
  **************** states he called in to Ziply Fiber cancel his Ziply Fiber service.  Further stating he is now being informed he owes $60.00 and that the service was not cancelled.
  **************** states his Ziply Fiber internet service was down for 2 days causing financial loss for him, therefore he would like to be reimbursed the $50 he has paid for the prior month of service.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has reviewed the records and the calls, **************** did contact Ziply Fiber on 03/25/24.  **************** was informed the service outage was due to a fiber cut and at the time there was no estimated time of repair, he ended the call with the representative.  There was no request to disconnect the service prior to the 04/09/24 phone call located.  Ziply Fiber bills through the end of the bill cycle which is outlined on each billing statement under service terms. However, in this instance Ziply Fiber did provide credit for the service billed 04/10/24-05/06/24.
  Ziply Fiber has compensated ******************** for the days out of service due to a fiber cut, this will reflect on the 05/07/24 statement.  The refund credit will be provided in 2-3 bill cycles as prepaid Mastercard per our disconnection refund policy, this will be mailed to the service address.
  
  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: 04/11/2024

   
  Complaint: 21549903
  
  I am rejecting this response because:

  I was told specifically,  by a representative from Ziply that I would not be billed anything past the first bill. This person sounded as if they were from a country outside of the US. They told me there would be an email with instructions to return equipment. For some reason Ziply is denying this. Im sure they have a breakdown in communication as every time Ive called they had me diagnose equipment in my house, when locally they knew it was an outage. This tells me there is a communication breakdown between their local representatives and customer service by phone. I am 100% sure I canceled. How would I have known to be expecting an email to return the equipment?. I am not paying this company another cent. I will fight this in court if necessary. I am willing to disregard getting a refund if they are willing to not charge me for the month I DID NOT want or use their service. Maybe they can check their system to see when the last time we used their service? Then they can start to figure out what is broken in the communication systems.

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

  Business Response

  Date: 04/19/2024

  Thank you for referring the additional concerns of ************************* to our office for review.  We appreciate *************** bringing this matter to our attention.
  
  The rebuttal ******:
  **************** states he called in to Ziply Fiber cancel his service.  Further stating he was advised he would not be billed anything past the first bill.
  **************** states he is not paying Ziply Fiber another cent, further stating he has cancelled the service.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records do show the disconnect order placed on 04/09/24 with a due date of 05/06/24 (end of cycle dated). 
  Ziply Fiber has provided a prorated credit for **************** therefore when there is no balance due, but instead a credit balance of $14.03 which will be refunded in 2 to 3 bill cycles as previously advised.  ******************** has access to view this on his online account with **********************.
  
  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: 04/19/2024

   
  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:04/08/2024

  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 signed up for Autopay with Ziply thinking that I could save $60 a year. As it turns out, they increased the fees to absorb that $5 per month. However, in signing for Autopay, I was under the impression that they would take out the monthly charge automatically, which this month, is the 3rd time, they didn't. I get a notice that I am past due, so I make a payment with a late fee, which I want returned, and in the hopes that Ziply Fiber can keep its word to either honor the autopayment plan they offer or remove it entirely and reduce their price accordingly. What has happened in the past, is that I get a past due notice, so I pay that balance, but the total charge is not reduced by said amount. Then when the payment is due, they take not only the current amount owed, but the past due also, which has already been paid. There have not been any adjustments made to the account, unless I call them. I have written to them on numerous occasions, and I thought the matter was solved. Apparently, it is not. I don't recommend this company to anyone. There is not another internet provider for *************. So, I am stuck. I feel their pricing is a high for the service I get. It is not a reliable service. It drops out at inopportune times.

  Business Response

  Date: 04/16/2024

  Thank you for referring the complaint of ********************************* to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  The complaint states:
  ******************** states Ziply Fiber increased their rates to absorb a $5 a month fee if not signed up for Autopay.
  ******************** states she was under the impression she was on autopay but received a past due notice and a late fee.
  ******************** states Ziply Fiber took the current charges along with the prior charges, which she had already paid which does not get resolved unless she contacts Ziply Fiber.
  ******************** thought the autopay issue was resolved however it has not been resolved, she would like this issue resolved and have reliable service.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber advises for consumers that choose to opt out of the autopay do have an additional $5 payment processing fee located on the monthly statement.  **************** has not occurred this charge, as the autopay issues were being resolved on her account.
  ********************** Fiber records show **************** account had a total of 2 late fees in the last year; the first one reflected on the 01/28/23 bill statement and the credit reflects on the 03/28/23 bill statement.  The 2nd one is on the 04/28/23 bill statement, the credit will reflect on the 04/28/24 bill statement.
  Ziply Fiber records show a payment refund was provided 01/31/24 in which the refunds would have been transferred bank to the card within 3-5 business days.
  Ziply Fiber has contacted **************** assisting with resetting up her online account with **********************, this shows it was successfully and the auto pay has been completed.  Ziply Fiber has attempted in recontacting **************** and has been unsuccessful. 
  Ziply Fiber advises if **************** has concerns with her internet service Ziply Fiber does recommends reporting trouble as it occurs, this allows up the opportunity to complete any necessary repairs.
  
  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:04/03/2024

  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.

  The internet installation has not been completed or even rescheduled 3 weeks after the appointment.My original appointment was Mar.23.2024 and it was delayed/pushed again and again. One technician came once and said there was some technical issue to active the fiber, and they need to send engineer to activate it. Then, there is no update, no call, no reschedule, nothing. My home still has no internet till now.Customer service refuse to help or provide any updates. I need the installation team contact me and provide an exact ETA to finish the job.

  Business Response

  Date: 04/05/2024

  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 Fiber internet installation was scheduled for March 23, 2024 is still not completed.
  ******** states the installation has not been rescheduled after this latest delay in which he was advised due to some technical issues, the order would need to go to engineer to active the order.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records do show the original estimated due date was March 23, 2024.  When bringing in the Fiber it was determined additional equipment was needed, this caused an additional delay.
  Ziply Fiber records show once the prework was completed, a bad cable was located between the pedestals near ******** home.  This delayed the installation further; this is now repaired, and the service is installed.  The installation completed on April 4, 2024.
  
  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: 04/09/2024

   
  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:04/02/2024

  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, and I'm guessing almost thousands of others, are being cheated (perhaps even discriminated against in the areas of **********, **, areas South of there all the way down to *********** and areas East as well. We are paying $77+ or MORE a month for Ziply service (unreliable broadband) while their new customers have FIBER OPTIC service starting at $20/month. Many customers in the area I outlined have one line so they therefore could opt for the $20/month. Ziply has a virtual monopoly in these areas. There is no other service we can change to. Our only other choice is to be forced to buy Satellite which is FAR out of most or our price range. Internet, communication is imperative to function today. It's a necessity and we need some RELIEF. I know they can't be forced to install fiber but they should AT LEAST not be able to charge us more for clearly less service! Proof of their offer is attached and it's been this way for at least most of 2023 through today.

  Business Response

  Date: 04/04/2024

  April 4, 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:
  Ziply Fiber charges new fiber data customer $20 a month while ************ pay $77 a month for unreliable broadband.
  Ziply Fiber has a monopoly in the area in which ************ lives.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that ************ resides in a copper DSL only location and the cost to maintain and repair DSL services continues to increase.
  Ziply Fiber is not a monopoly provider in any of its service areas.  Our footprint is open to any competitor who chooses to build their network in those locations.
  
  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: 04/04/2024

   
  Complaint: 21519175
  
  I am rejecting this response because: It is a ridiculous response to the disparity in price Ziply is offering their customers. We know they have no fiber. Their claim that the rising cost in DSL does not address the fact that somehow as DSL has an exorbitant cost that continues to rise and yet apparently Fiber does not. Seriously 'Golly gee", there is only copper there we can't (actually change can't to haven't because Ziply certainly could have continued the fiber network from ******** and the other areas that **** up to the area in question). And double "Golly Gee" - where we DID install fiber we offer $20 per month for it. Leaving BBB and everyone else to believe there no growing costs associated with their fiber networks that have reached our neighbors. There is only because apparently fiber is cheaper and hasn't increased in price. Makes no sense and is not justifiable because if Ziply had indeed followed through with the fiber in our area they suggested would happen at the time of their purchase from Frontier several years ago and actually came in and installed fiber in our area and/or if they come in and install it tomorrow we could have high speed reliable connects for $20/month per line....instead of the extremely slow and unreliable DSL. Installation and/or non-installation of Fiber is Ziply's choice. By the way it should be noted the areas I outlined have a significant' percentage of Seniors via the large Warm ************************** as well as throughout the area. Shame on all of us apparently - for having Copper not fiber. 

  And their claim that any firm can come in if they want to. Sure...After Ziply has the infrastructure. If they believe their rhetoric in their responses I guess they don't care if everyone cancels their Ziply service and goes to Satellite - or another DSL. What a great customer oriented company!

   

   

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

  Business Response

  Date: 04/19/2024

  Thank you for referring the additional concerns of *********************** to our office for review. We appreciate her bringing these additional concerns to our attention.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fibers position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

• Initial Complaint

  Date:03/31/2024

  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.

  Not impressed so far! I was so excited to have someone trying to break Spectrum's monopoly in my area. *******. that initially stopped by was friendly and knowledgeable. My install date was 11/20, between 8 and noon. I got a call from a contractor who told me that he was miles away and someone else would be stopping by.That new contractor did their job. He waited for a while and told me that someone with Ziply was supposed to turn a signal on or something like that. He came back a few hrs later to tell me that he was still waiting. He was also starting to get a bit annoyed with the situation, he'd like to finish his job and get paid.I called Ziply, they took my info. Told me someone would call me back. Nothing all day. Then it was the 21st. I went to their website to their 'chat' function. I posed my issue, and NO reply!Now it's the 22nd. I called again! Once more, their phone rep. did their best. Apparently now someone needs to dig up some ground? Huh? I am starting to think they need to change their name to Pony Express.I have gotten to the point that I did tell their rep. today that if I didn't hear a reply by 11/23 that I was going to cancel the entire install. Way to impress new customers!It is now the end of March and I have had at least half a dozen "chats" with their agents to cancel service and I am still getting emails for billing!

  Customer Answer

  Date: 04/05/2024

   I am forwarding an email I received from a Ziply "Executive" Is it possible to add details to my original complaint? 

  Thank you for your assistance.

   

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

   

  ----- Forwarded Message -----

  From: ******************* <********************>

  To: ************************************* <*************************************>

  Sent: Wednesday, April 3, 2024 at 05:02:48 PM PDT

  Subject: Fw: Ziply Fiber Account Disconnected

   

  In addition, the installer also has a box bolted down on my living room wall. How about a ZIPLY rep locally, come remove that equipment as well and also take my equipment. 

   

  ----- Forwarded Message -----

  From: ******************* <********************>

  To: ************************************* <*************************************>

  Sent: Wednesday, April 3, 2024 at 04:52:50 PM PDT

  Subject: Fw: Ziply Fiber Account Disconnected

   

   

   

  ----- Forwarded Message -----

  From: ******************* <********************>

  To: Ziply Fiber <**********************************>

  Sent: Wednesday, April 3, 2024 at 04:41:13 PM PDT

  Subject: Re: Ziply Fiber Account Disconnected

   

  I want YOUR company to set up a return with *** to PICK up YOUR equipment at my residence. I don't feel that I should be put out anymore by having to find a local *** to pick your stuff up. This is YOUR responsibility at this point. I want to have my signature on ***'s pickup confirmation from my residence. YOU send me the proper packaging and YOU set up the pick up time at my residence.

   

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

   

  On Wednesday, April 3, 2024 at 01:38:49 PM PDT, Ziply Fiber <**********************************> wrote:

   

   

   

  You're all set

   

  Dear *******************, This email is to confirm that your Ziply Fiber account has been successfully disconnected. Your account *** be eligible for re-activation. Please call us at 1-866-MYZIPLY to resolve outstanding balances or other issues that *** be affecting your account You *** have Ziply Fiber equipment that needs to be sent back. Returning equipment is easy: Have your account number, ready. Print your pre-paid *** label here. Place your equipment in a box, affix the label, and drop it off at your local *** store. Thanks for choosing Ziply Fiber.

  Business Response

  Date: 04/11/2024

  April 11, 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 she asked to disconnect her Ziply Fiber internet service at least half a dozen times using our online chat feature.
  ************** states that she continues to receive billing statements from Ziply Fiber.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that accounts cannot be disconnected via online chats. However, as a one-time courtesy this account has been disconnected as of 4/4/24 with billing credit back to 2/27/24.
  Ziply Fiber advises that ************** will continue to receive statements until the account balance is at zero.
  Ziply Fiber has worked with ************** to set up a time to remove/retrieve our equipment from her home.
  
  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: 04/11/2024

  Please see attached PDF

  Customer Answer

  Date: 04/13/2024

   
  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.

  Please add the attached files to my original complaint. 

   

  Thank you for all your help! I don't believe this would have been properly resolved without the BBB help.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/30/2024

  I recently filed a complaint with BBB in regards to Ziply fiber. I thought this case was closed but look what they are e-mailing me now?!! Um, how about no money due and have them quit bothering me?

   

  Please advise.

   

  Thank you,

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

  Business Response

  Date: 05/02/2024

  Thank you for referring the additional concerns of ******************* to our office for review. We appreciate her bringing these additional concerns to our attention.
  The additional concerns state:
  ************** states she is still being billed for Ziply Fiber service.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  The remaining balance owing of $134.94 covers data charges from 11/27/23 through 2/2024. These charges are valid and sustained.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************* has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

  Customer Answer

  Date: 05/02/2024

  I am wanting to clarify that I owe nothing, correct? Thank you.

  Customer Answer

  Date: 05/10/2024

  I wanted to clarify that I owe Ziply nothing. Sounds like they still want to send me a bill!? 

  Business Response

  Date: 05/14/2024

  Thank you for referring the additional concerns of ******************* to our office for review. We appreciate her bringing these additional concerns to our attention.
  The additional concerns state:
  ************** states she wants to clarify she has no balance owing to Ziply Fiber.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  The remaining balance owing is $134.94 and covers data charges from 11/27/23 through 2/2024. These charges are valid and sustained.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************* has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

  Customer Answer

  Date: 05/14/2024

  I guess I am ready to close this claim. Still not pleased that I owe them anything. I was told when they did the install, I had a 'trial' period. Before that expired, I did my best to get them to cancel my service, and you've seen how that was handled. Hopefully they will see this message. Thanks for YOUR help BBB.

   

  ****

  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:03/30/2024

  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.

  When I called technical support they informed me that they never sent the email Ive attached. Once I was transferred over to customer service they pulled my account and only were showing one registered user on the account despite my business partner being an additional user already. The issue is that when we signed up with Ziply roughly a year ago they ported a phone number of a neighboring business to ours. After nearly a week they resolved the issue. However, the authorized user that has been added to my account according to this email is the owner of the business we had the number to originally. Im at a total loss because nobody I talk to seems to think theres been any changes to our account and not able to get anyone to help.

  Business Response

  Date: 04/12/2024

  Thank you for referring the complaint of ************************************* to our office for review.  We appreciate **************************** bringing this matter to our attention.
  
  The complaint states:
  ******************************** states when he contacts Ziply Fibers technical support they informed him that the attached email was not sent.
  ******************************** states when he spoke to customer service and his account was accessed, they are showing he is the only registered user on the account, despite his business partner being an additional user already. 
  ******************************** states roughly a year ago a neighboring business number was ported to them, which took about a week to resolve the issue.  Further stating the email attached is the prior owner.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has located the error and determined the email was sent in error and had since been corrected.
  Ziply Fiber records show **************************** is the only authorized user on the account under *************** Caf LLC.  However, Ziply Fiber ******************* is attempting to reach **************************** in order to gain the necessary information to authorize his business partner.
  Ziply Fiber records show there was an error in the address over a year ago, but that was resolved.
  
  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:03/29/2024

  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.

  An aggressive knock followed by another aggressive knock on the front door turned out to be a Ziply rep who disregarded my immediate "no, we don't want any sales reps knocking, won't buy anything and aren't interested" He pressed me for "why" I don't agree to hear a sales pitch on my front step and "why" I don't have Ziply and pressed for "WHY and what service do I use instead and..." He pressed for info after my immediate no, pressed for info on why I said we do not want knocks etc and disregarded my dismissal to press for what he wanted, an interaction I was not willi g to give. We want Ziply to never aggress at our home again. Gross.

  Business Response

  Date: 04/01/2024

  April 1, 2024
  
  Thank you for referring the complaint of Mar **** to our office for review. We appreciate Mar **** bringing this matter to our attention.
  
  The Complaint states that:
  Mar **** does not want any Ziply Fiber sales agents to make contact with them going forward.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that Mar **** has been added to the Ziply Fiber Do not solicit list and should not be contacted for sales in the future.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mar **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:03/26/2024

  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.

  Ziply Fiber, is making me pay a fee every month. $10.00 because I will not sign up for auto pay. This is blackmail, I want a regular bill, so I can see what I'm paying for. When they make changes such as increasing my bill, when they received it and such. I've had repair people out at my home. At least 4 or 5 times in the last few months. My service is not good, it only works sometimes. Then they have the nerve to charge me for sending them a check. Let me know what you hear from them. Thanks *****

  Business Response

  Date: 03/29/2024

  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 Fiber is making her pay a fee of $10.00 per month because he will not sign up for autopay. 
  **************** states she wants her regular bill so she can see what she is paying for and see any changes to the bill such as increases. 
  **************** wants the $10.00 fee removed.
  **************** states that her service is not good, and she has had technicians out four or five times in the past few months.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers.  Ziply Fiber did provide a bill notification in October 2023 advising those consumers who were not already enrolled in auto pay would be charged a $5.00 payment processing fee and those consumers not already enrolled in paperless billing would be charged a $5.00 paper statement fee. These are valid charges.
  Consumers on paperless billing are provided email notification when a new bill generates and can view their full bill statement as well as statements going back 12 months through the Ziply Fiber online portal.  
  Ziply Fiber records show **************** was provided a $10.00 credit from December through February to offset these fees as a onetime courtesy. **************** is not required to establish autopay and paperless billing but if she chooses not to the fees will apply. 
  Account records show 3 reports of intermittent internet drops in the past 12 months. Two in November and one in February totaling 7 days of service issues. Each time trouble was reported, a technician was dispatched and completed the repair.  Ziply Fiber does provide time out of service credit at the consumers request for reported outage over 24 hours. **************** should report trouble each time it occurs. 
  Account records show in this instance, **************** contacted Ziply Fiber on 3/26/24 regarding the autopay and paperless fee and also advised she had not received credits for prior service issues and the agent provided a full month of internet service credit as a courtesy. No additional 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 
  
  

• Initial Complaint

  Date:03/23/2024

  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 charged me $200.60 on January 11th after I had made a $110 payment just a day before. My remaining balance was only just above $100 after I made my payment of $110. I did not have scheduled payments to be debited from this account on *********************** behalf. I called Ziply fiber to understand what was happening and why I was overcharged. It was explained to me that the Auto payment system had issues and incorrectly charged me. I was told they would put a $200 credit on my account for the $200 mischarge. It was explained to me that they don't refund incorrect payments they could only credit the payment to my account. That was still upsetting but I said okay, verified that the credit was applied to my account the next day and didn't pay mind to the situation any further. Come to show, the next day Ziply Fiber refunded the $200 overcharge. I didn't realize this (Mind you, I assumed the customer service rep would tell me the truth.) until March 18th when they sent me a bill for the month of April with the extra $200 charge on it. When calling in, I was told they had to do an investigation to know why they were charging me and that in her customer service supervisor role she couldn't help me and needed her manager whom does not work with her on weekend. So her response was that everything I was saying made sense, she understood why I was upset and the part Ziply Fiber played here as a company to drop the ball and mess everything up on the back end but she wouldn't offer me any assistance after being on the phone call for an hour and a half to go nowhere. They month of February and March we never had any bills stating we were owing for past months. Now 4 months later they hit us with a $300 bill that is $200 higher than it normally is and nobody ever reached out to us to let us know what was happening. Not any contact from Ziply fiber explaining what was going on. If we hadn't checked our bill early, that would have automatically came out. *** the sup is a joke.

  Business Response

  Date: 03/29/2024

  March 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 that:
  ************** states that Ziply Fiber over charged her by $200.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that a payment of $290.60 was cancelled and the account balance owing as of 3/29/24, is valid and due by 4/11/24.
  
  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