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:03/20/2024

  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.

  Hello Please see the following documents and have someone from your company fix my bill immediately. I have been overcharged for months on end and have had 2 confirmations by your customer service that this was going to be changed. AS YOU CAN TELL BY BILL NOTHING HAS CHANGED. I have had it with your company. On 2/7 - Questioned why bill was so hi. Was told that my phone service would be dropped from my charges and internet only for $75 a month going forward. On 2/22 - Questioned your customer service why bill was still high. Was told that ******** Service agent on 2/7 DID NOT change billing structure, after I was promised this would happen. 2/22 CS Agent promised that the changes were made as per the transcript and noted the $75 a month fee.On 3/20 - Receive current bill showing NO CHANGES TO MY BILLING STRUCTURE AFTER 2 CUSTOMER SERVICE INQUIRIES.So essentially I have contacted your company twice and been promised changes as the transcripts show and nothing has been changed.

  Business Response

  Date: 03/25/2024

  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 has requested to remove his phone service and keep the internet service on 02/07/24 and 02/22/24.
  ****************** would like the phone service removed from his account and credited back to the date he requested the phone to be removed.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show ****************** was on an older package which required additional work in order to remove the phone service, changing the internet service to a stand-alone product.
  Ziply Fiber has completed the order for ****************** with an effective date of 03/17/24 and issuing manual credits for the phone service in this instance back to 02/07/24.  The credits will reflect on the 04/18/24 bill statement.
  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:03/16/2024

  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.

  Our HOA talked to ******************* last year to get zippy fiber installed in our complex. He got in touch with us one and was supposed to setup a meeting with our HOA last year. Ever since then he just ghosted us and never reply to our emails. All of our neighboring areas have zippy except us somehow and he still have been ghosting us. This is hugely irresponsible on his end.

  Business Response

  Date: 03/28/2024

  Thank you for referring the complaint of *************** to our office for review. We appreciate ********** bringing this matter to our attention. 
  
  The complaints states:
  ********** states his *** spoke with a representative from Ziply Fiber last year to get fiber installed in their complex. ********** states a meeting was supposed to be setup, but they have not heard anything since. 
  ********** states Ziply Fiber has missed installing fiber in this complex and wants a representative to contact him so he can share the *** contacts. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advises this is a gated community and there is no prior record of contact with the community management team. 
  In response to this inquiry, Ziply Fiber has left a message with ********** in order to get in contact with the ***. Ziply Fiber advises that bringing fiber to this location would require an access agreement and engineering and construction 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 
  
  

• Initial Complaint

  Date:03/15/2024

  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.

  Canceled service with Ziply Fiber on 1/4/24 after 20 years of service. I received from Ziply a notification of over payment of $23.09. Contacted Ziply on 2/14/24 about refund and was told check approved. Did not receive a check so called Ziply again on 2/29/2024. (***** in ***********) Was told check should arrive by 3/5/2024. Again no check! Contacted Ziply **************** 3/15/********** *** time) and talked to Sharme and then to *** in ***********. *** said check already deposited and I should receive in 7 days or by March 21st. I told them if no check received by then, I would be contacting ****** ************************** and the ********** of ********

  Customer Answer

  Date: 03/19/2024

  The complaint against Ziply Fiber was resolved on 3/16/24 and we have received a Master Card in the refund amount due us. We had disconnected service with Ziply Fiber on 12/13/23 after being a customer for many years. We had made our last payment on 12/6/23 which turned out to be an overpayment. We finally received the overdue payment amount on 3/16/24 after many calls to Ziply Fibers customer Service in ***************. If we had taken this long to make our payment for phone service, we would have been given a late fee. We are very disappointed with the ******** Services response we received, the lack of explanation concerning the routing of the refund payment, and the lack of in-county company employees to be able to talk too. We are Thankful that we will not have to deal with their company again!

  Business Response

  Date: 03/19/2024

  .Thank you for referring the complaint of *************************** to our office for review.  We appreciate ***************** bringing this matter to our attention.
  
  The complaint states:
  ****************** states she cancelled her service with Ziply Fiber and received notification of a overpayment in the amount of $23.09.
  ****************** states she contacted Ziply Fiber several times, and advised she would receive the refund by 03/05/24, however at this time has not received it.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show ********************** account was disconnected on 12/13/23, the disconnect refunds are processed 2-3 bill cycles after the account is disconnected.  This allows any 3rd party billing the opportunity to send the charges over prior to any refunds being provided.
  Ziply Fiber has been in contact with ****************** and verified she did receive the refund (prepaid Mastercard-per Ziply Fibers disconnection procedure), this was received on Saturday 03/16/24.
  
  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:03/06/2024

  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.

  Called and cancelled my internet service on 2/12/2024. **************** told me that my last day of service would be 3/5. I then was charged the full amount of $49.99 for internet service on 3/4/2024. I called and spoke to customer service and the manager. They claimed my bill on 3/4 was for service for the month of February. That makes no sense, Ive never been billed after the month. I asked for a refund and they refused. Reference number *********.

  Business Response

  Date: 03/18/2024

  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 called and canceled her internet service on 2/12/24 and was advised the last day of service would be on 3/5/24. 
  **************** states she was then charged the full amount of $49.99 for internet on 3/4/24 and when she spoke with a manager at Ziply Fiber was told the bill was for February.
  **************** states it doesnt make sense the bill was for February, she asked for a refund and states Ziply Fiber refused.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fibers internet service bills a month in advance, termination of the service is effective the last day of the bill cycle, this information is detailed on the bill statement each month. Account records show **************** contacted Ziply Fiber on 2/12/24 to request the service disconnected and an order was placed with an end of cycle due date of 3/5/24. 
  Account records show ************************/7/24 bill statement in the amount of $49.99 generated prior to her request to disconnect and billed for service from 2/7/24-3/6/24. This bill was set up for autopay which was correctly deducted on the scheduled due date of 3/4/24.  Account records show **************** contacted Ziply Fiber regarding this payment and was correctly advised that the 2/7/24 bill was the final statement owing for services provided during that bill period and the charges were valid. 
  Account records show **************** called in again, and during that interaction was provided a courtesy credit for the full month which left a credit balance of $50.99 on the account. However, on 3/15/24, the prior 3/4/24 payment in the amount of $49.99 was returned by **************** bank and charged back to the Ziply Fiber account billing a $25.00 returned payment processing fee in addition to the chargeback leaving a balance due of $24.00. 
  While the final charges were valid, in this instance Ziply Fiber will credit the returned payment fee bringing the account to zero based on the prior courtesy credit agreement. **************** will see a zero balance on the 4/7/24 bill 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:03/03/2024

  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 Cancelled my Ziply Fiber internet back on December 3rd 2023 per the Affordable Conectivity Program which I qualified per federal guidelines.I was not satisfied with the internet wifi Ziply provided and decided to have another more reputable internet provider install their services etc. I contacted Ziply Fiber customer service via several phone calls and a chat option to cancel service after only one week. The customers service staff person who I was finally able to speak to without being handed off to another order put on hold or my call be dropped entirely assured me that since their modem equipment was already sent via ***** from me at my address I was all set to be disconnected and since I did NOT create a Ziply ID or customer account and since my phone number had NEVER been associated with a Ziply customer account, I would be owe nothing abd that was that. I was supposed to be disconnected by November 29th ****************************************************************************************************** modem. I was NEVER an established Ziply Fiber Customer I have currently been receiving continual texts, and emails threatening me with collections for a service I never used AND disconnected in a timely manner and returned their modem as instructed. I am CONTINUALLY being billed every month according to Ziply **************** text alerts and via paper bill statement sent to me threatening me with collections and past due to fees for a service I Cancelled completely back on November 29th 2023!!I have wasted my time and energy trying to get_permalink a supervier manager or ANYBODY at Ziply Fiber to actually follow through with one of the many promises made to me by customers service reps who never sent any form of verification to me via email or paper bill. I believe that Ziply Fiber is bombarding me with these fraudulent charges and threats of reporting my nonexistent account and unfounded and very shady ***** past due to amount for service I never wanted

  Business Response

  Date: 03/13/2024

  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 qualified for the *** program with Ziply Fiber but was not satisfied with the service and requested her account cancelled after a week and went with another provider.  
  ****************** states she contacted Ziply Fiber customer service over the phone and by chat after a week of service and states she was advised the account was disconnected 11/29/23 and there would be no charges. 
  ****************** states she was never an established customer but continues to be billed every month and is receiving collection notices for a $40.00 balance she does not owe.   
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ********************** completed the installation of internet service at Ms. ******** residence on 11/10/23 and the initial bill statement generated the same day at the regular rate in the amount of $40.50. The service and account became active upon completion of the installation. 
  Account records show ****************** put in a request for the *** discount the day after the service was installed and the initial bill had already generated. This request was submitted for processing and the *** discount was approved and added to the Ziply Fiber account on 11/13/23 which would have reflected on the next months bill statement. However, in this instance, Ziply Fiber received notification that the *** benefit was transferred to another provider on 11/18/23 so the discount was removed.
  Ziply Fibers internet service bills a month in advance, termination of the service is effective the last day of the bill cycle and no prorates are provided. Account records show ****************** contacted Ziply Fiber on 11/18/23 advising the service was slow and she agreed to contact technical support. ****************** called again on 11/25/23 and requested the service disconnected. A disconnect order was placed with an end of cycle due date of 12/9/23.  
  ****************** was billed the full first month of service due to Ziply Fibers minimum month billing policy and the *** benefit did not cover the cost because it was transferred to another provider. In this this instance as a courtesy, ****************** was provided credit for the November charges and the disconnected account balance is zero. 
  
  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: 03/13/2024

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

• Initial Complaint

  Date:02/29/2024

  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 originally scheduled an appointment for install on Feb 22. I called on the 21st and verified my appointment for the next day. They never showed up. I called to ask why, and they assured me it wouldn't happen again. I received a text message stating they would show up on Feb 29th to complete Job. On Feb 28th I contacted ziply to verify my appointment for the 29th. They assured me they would correct the issue and would be there. On the 29th they never showed up. Called again on the 29th just to be told the appointment has been rescheduled again. I have taken 3 days off of work because of their incompetence and poor communication. They have missed 2 scheduled appointments and I still don't have internet. One employee blantly lied to me. I would like an additional 3 extra months credited to my account to offset the pay I've lost due to their missed appointments.

  Business Response

  Date: 03/07/2024

  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 missed 2 install appointments causing him to take 3 days off work.
  **************** would like 3 additional months of free service due to the missed days of work.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show ******************** has already been provided credits to compensate him for 3 months of service and missed appointments.
  Ziply Fiber records show the credits will reflect on the 04/02/24 bill statement and will carry over each month until exhausted.
  
  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: 03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me. I will remain a customer for the next 4 months of free service, but will cancel my account after. ********************** is incredibly unprofessional and several supervisors promised me a call back, but none did. If customer service is something you expect from a company, look elsewhere.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is for a recurring transaction for 43 months. I've been charged for 43 months, 10 dollars for networking equipment that i never desired, or ever received. There have been multiple lawsuits to ziply over this practice because they add the equipment and bury the charge in the bill under the regulatory fees as "home networking service. it took me digging through outside forums to find out that many other people faced these dubious charges. I've dealt for months with them trying to get these charges reversed. they keep telling me ************** to some "executive review board". they can never give me a reference, and i'm almost 100% sure that their strategy is to just hope i forget. it's always "give us a couple more weeks". They have given me a single credit for 90 dollars, and that's it. that brings the amount they owe me from 430 down to 340 dollars. i've attached an example bill that shows this vague charge.they keep attempting to gaslight me into thinking it's my fault that i didn't tell them, that they can only make adjustments for 30 days, etc. they're using every tactic they can to make me give up or think it's my fault that they've been charging me.

  Business Response

  Date: 02/26/2024

  
  February 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 that:
  ************** states he was billed for a Ziply Fiber router for 43 months, despite not having one.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that per our Terms and Conditions (found here: *********************************************************************************) billing errors must be reported within 30 days from receipt of the bill. If not reported within 30 days, you agree that all such billing errors are waived. However, as a one-time courtesy, a $100 credit has been applied to ************** account.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21338470
  
  I am rejecting this response because: my rejection is two part. you'll see at the bottom of the terms you linked, those were effective october of 2020. which means my service, established july of 2020 was not part of this agreement. secondly 100 dollars is not 340 dollars. furthermore, thanks to internet archives you can see this page wasn't even seen until 2022: ****************************************************************************************************************************.
  do the right thing, be customer-centric, refund me my money. you are not the only internet provider in town, and my goal was to get this resolved and then upgrade my service with you.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2024

  Thank you for referring the additional concerns of *************************** to our office for review. We appreciate him 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 Relations

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21338470
  
  I am rejecting this response because:
  Not only did I provide reason (additional, unlike what was claimed by ziply), but reason to show that their only fleeting excuse is something that was drafted after I became a customer. 
  do the right thing by a loyal customer and pay me for what youve STOLEN from me. ***** drafted money for a service you never provided. That. Is. Illegal. Further refusal will result in legal action causing you far more than 400 dollars. If youd like to pay counsel for that, be my guest. 

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

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am SO DISSAPPOINTED with the customer service of **********************. I was so excited to get fiber internet and this company has jerked me around for weeks. They have no one local to contact, customer service is obviously overseas and are very unhelpful.When I called them to get internet set-up, the tech said "be right back" and never returned. I had to call CS later that day and they set me up to get installed A WEEK LATER!!!Then I had internet for TWO DAYS before it fully went out on a Sunday. I work from home and do full time school from home, reliable internet is an absolute necessity.We called Ziply and they had us restart our router. When that didn't help, they scheduled a tech to come out ... THREE DAYS LATER! I actually had to call ******* and get my old internet back.And guess what??? It is the day today that Ziply fiber was supposed to show up to fix my internet, between 8am and 12p. I called CS three times asking where they are, getting the same canned response each time, and asking me to "just wait."IT IS 3PM AND I HAVE NOT HEARD FROM ANYONE HELPFUL AT THIS PLACE!! FREAKING RIDICULOUS. ZIPLY FIBER IS AWFUL.

  Business Response

  Date: 02/28/2024

  
  February 28, 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 after her Ziply Fiber internet stopped working, a repair technician wasnt scheduled to arrive until 3 days later.
  ************** states customer service didnt help with her issues.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber repair tickets are prioritized by medical necessity and emergency issues, then tickets are assigned based on workload and manpower availability.
  Ziply Fiber apologizes if ************** had a poor experience with our customer service/technical support agent(s).  Feedback has been provided as needed.
  
  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: 02/29/2024

   
  Complaint: 21327852
  
  I am rejecting this response because:

  It was clearly a response intended to only placate and gave no real solutions.

  I was contacted by e-mail by a customer service representative and provided with a customer service number I already have. I was also told I could "e-mail the customer service agent" if needed for future questions. This doesn't help me when I can't access my e-mail because my internet is out.

  Ziply Fiber also stated - "Ziply Fiber repair tickets are prioritized by medical necessity and emergency issues, then tickets are assigned based on workload and manpower availability."

  This is unacceptable for those that work full time from home and go to online school full time. When my entire livelihood depends on reliable internet, to be condescended to in this way is more than insulting.
  

  Did I mention that there are NO local people to contact in my area regarding this issue? When I contact customer service or tech services, 100% of the time a person in another country who delivers no real assistance, providing only canned answers.

  I still have ******* internet on stand by at my house because I have very little trust in this company. 

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

  Business Response

  Date: 03/12/2024

  Thank you for referring the additional concerns of ********************* to our office for review. We appreciate ************** 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:02/20/2024

  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.

  On 2/13/24 I lost access to my my internet and landline because ZIPLY has linked both landline to internet via fiber. I spent 3 hrs on 2/13/24 troubleshooting with a promise of a new modem and a service rep to be in my office on 2/16/24 which I did not receive neither one of those items. On 2/15/24 I spent over four hours once again troubleshooting with a promise of a call back and someone to show up on Friday the 16th once again no show/no call. Called on Monday 2/19/24 and was told after another hour on the phone that someone would show up on Tuesday 2/20/24 between 8-12pm with trouble tick ******** once again no call no show and now call. They have a monopoly on my town because there is no other provider that can fix this problem. I'm beyond frustrated as no one seems to care. I am a little fish in the shark tank. I DO NOT WANT AN APOLOGY AND THOSE ARE SHALLOW . I need my land line back that way it was because it is effecting my tele community job a great day. IT NEEDS TO BE FIXED ASAP!!!!!!!!!!!!!!!!!!!! Separate phone line from internet I do not trust this company and in the transcripts ****** keep saying trust me trust me. That went out the door when promises were not kept.

  Business Response

  Date: 02/22/2024

  February 22, 2024
  
  Thank you for referring the complaint from ***************************** to our office for review. We appreciate ***************************** bringing this matter to our attention.
  
  The Complaint states that:
  ***************************** lost their voice (VOIP) and data because both services are provided via fiber optics.
  ***************************** states that Ziply Fiber missed two appointments to repair their voice and data service.
   ***************************** states that he wants his land line back and separated from their (fiber optic) data service.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that on 2/21/24 a field technician arrived on site and found their router was unplugged from our Optical Network Terminal inside the home. This caused an interruption in VOIP (voice) and data service. The router was replaced, and services were confirmed restored.
  Ziply Fiber apologizes if a repair appointment was missed. On 2/15/24 ***************************** was compensated for everything related to this service issue.
  Ziply Fiber advises that copper voice and data are no longer available at this location and cannot be re-installed.
  
  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: 03/01/2024

  Situation has been resolved HOWEVER I WOULD LIKE A HAND WRITTEN APOLOGY FROM ALL EXECUTIVES OF THIS COMPANY MAILED TO ME BEFORE CASE IS CLOSED.  THEY NEED TO SEE THE WHOLE PICTURE AND HOW I WAS TREATED.  I WILL NOT TAKE A PHONE APOLOGY I NEED IT IN WRITTING.  

• Initial Complaint

  Date:02/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two landline phones with Ziply Fiber and was charged TWO (one each -- this month) because they felt that I didn't pay them for the last month's charges when I did already call them (on 1/25/2024) and took care of ********* bills already. This all started when I was forced to sign up for their auto-pay system to save money off the bills ($10) when I had a system in place to 'auto-push' funds from my credit union to them (AND NEVER MISSED A PAYMENT). I also filed a complaint with the Washington *************** and **********************

  Business Response

  Date: 03/05/2024

  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 forced him to sign up for autopay to save $10.00 per month when he previously made payments using his bank pay. 
  ****************** states he has two phone lines billed separately with Ziply Fiber and he was double charged on both accounts. 
  ****************** states Ziply Fiber did not show he paid for the prior months charges even though he called on 1/25/24 and took care of ******* bill charges.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber did provided notification in October 2023, that consumers with internet service not enrolled in autopay and paperless billing through the Ziply Fiber online portal, would be charged a $5.00 payment processing fee and $5.00 paper statement fee. 
  Ziply Fiber records show ****************** established auto pay on both phone accounts prior to the 12/25/23 bills generating. Auto pay takes the billed amount only, any account changes, credits or payments made after the bill generates do not get applied until the following bill cycle.  Consumers do have the ability to manually edit or cancel a scheduled autopayment through the Ziply Fiber online portal prior to the funds being withdrawn.
  Ziply Fiber records show the 12/25/23 bill in the amount of $63.34 due on 1/18/24 for the account ending in 3939 was scheduled to come out automatically on 1/17/24. Account records show the autopayment failed due to authorization of the credit card could not be approved and Ziply Fiber did not receive the payment by the due date. The new bill generated on 1/25/24 and had a balance due of $130.07 which included the past due charges of $63.34 and new charges of $66.73. ****************** made a one-time payment of $63.34 for the December charges but it was not received until 1/27/24 which was after the 1/25/24 bill had already generated.  The 1/25/24 billed amount of $130.07 due 2/20/24 was scheduled to come out automatically on 2/19/24 per auto pay rules. The 2/25/24 bill reflects both the one-time payment of $63.34 and autopayment of $130.07. The credit balance forward was applied to the current charges leaving a balance due of $3.39 which is scheduled to automatically deduct on 3/19/24. 
  Ziply Fiber records show the 12/25/23 bill in the amount of $111.65, due on 1/18/24 for the account ending in 2417 was scheduled to come out automatically on 1/17/24.  Account records show the autopayment failed due to authorization of the credit card could not be approved and Ziply Fiber did not receive the payment by the due date.  The new bill generated on 1/25/24 in the amount of $247.73 which included the prior balance of $111.65 and current charges of $136.08. ****************** made a one-time payment of $111.65 for the December charges but it was not received until 1/26/24 which was after the 1/25/24 bill had already generated.  The 1/25/24 billed amount of $247.73 due 2/20/24, was scheduled to come out automatically on 2/19/24 per auto pay rules. The 2/25/24 bill reflects both the one-time payment of $111.65 and autopayment of $247.73. The credit balance forward was applied to the current charges leaving a balance due of $24.43 which is scheduled to automatically deduct on 3/19/24. 
  
  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 
  
  

  Customer Answer

  Date: 03/08/2024

   
  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.

  I am still NOT happy about what happened.
  
  Sincerely,
  
  *****************************