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:07/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone company (Ziply Fiber) not sending my monthly telephone bill since last month My account#********************* My home address ********************************************************************* The address of the company is Ziply Fiber, P.O.BOX ****** **********, ** ********** The phone number of the company is *************

  Business Response

  Date: 07/19/2023

  June 13, 2023

  Thank you for referring the complaint of ***************************************** to our office for review. We
  appreciate ******************** bringing this matter to our attention.
  

  The Complaint states that:
            ******************** didnt receive his June 2023 Ziply Fiber statement in the mail as
              expected.

  Ziply Fiber has investigated the above statements and offers the following response:
            Ziply Fiber provided ******************** copies of the missing statement(s), confirmed he
              is set up for both paper and electronic billing and advised him which email addresses
              are on file to receive the monthly statements.

  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:07/16/2023

  Type:Customer Service 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.

  This is a dispute related to my former Ziply Fiber account: 425/868-3675During the Fall of 2022, ******* of Ziply Fiber solicited me for connecting Ziply. ******* assured me that the Affordable Connectivity Program, for which I qualified would pay for the installation, modem and services. I was on the *** with Xfinity at that time. I scheduled Ziply to install fiber to our home. Their first attempt to do so was on December 19th. After multiple failures, they finally completed the installation on February 9th of 2023. I provided the Affordable Connectivity Program application id as part of the application process. They told me they would apply it to my account.On May 17th, I received a text message from Ziply telling me my bill was past due with a balance of $222.79. Until this message I had not received a bill. I assumed that ws because I was on the *** and I had no balance due.I made multiple calls to Ziply speaking with ****** and ****. That included providing a new *** application number which they were going to apply.What I learned during my various conversations was that:1) ****** enrolled me in the *** on ***** 1st. Their notes did not indicate that there were problems with the approval.2) It takes Ziply up to a month to apply the ***. ***********, because when I switched back to Xfinity it took less than a day.2) I was told that the *** hadn't got applied with either the original *** application number on March 1, or the second *** application number. Indeed, I was told that on their second attempt to apply the ***, they inadvertantly used the original, now expired *** application number!3) **** told me that their terms and conditions required me to pay the bill until the *** was applied. When I pointed out that it was completely their fault that it wasn't applied she simply restated the terms and conditions. I had no indication that I owed them money until the text message arrived. I told them they never reached out to me to tell me that *** had not been applied. I was able to negotiate the bill down to $179.79. I paid this amount to Ziply on May 27th.3) My bills were being sent to an incorrect individual and address. It was, according to them, "apparantly" a data entry problem on their part.4) I also spoke with ****, a customer service supervisor. Even he would not remove the charges. He sent me a bill detailing the charges. He offered to try and apply the correct *** number and told me what I had previously learned, that it could take up to a month. I refused because I had no confidenct they would do it correctly. I didn't want an even bigger bill!I cancelled service on May 27th and switched back to Xfinity.I am asking for a refund of the $179.79 because it was completely their fault that the *** both wasn't applied and that I wasn't receiving any bills. I did everything I was supposed to do correctly.The statement I received from **** showing the original balance is attached. In my opinion, Ziply's installation service is grossly incompetent or understaffed. They lack to skills to apply the Affordable Connectivity Program to an account. Finally, they have a preditory customer service policy that requires an *** customer to pay for their mistakes!

  Business Response

  Date: 07/21/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ************************ states he placed an order with Ziply Fiber for the Fiber Internet with the *** which was installed on February 9, 2023, in which he did advise the representative he did he did advise the representative in which he currently had with another provider.  He provided the *** application id and was advised the *** would take care of the installation, modem and the monthly service charges.
  ************************ states on May 17, 2023 he received a text message advising of a past due balance of $222.79, which he was unaware of.  Since he assumed the *** had taken care of the monthly charges and he had not received a bill.
  ************************ states he was advised the original application id expired; therefore, he would need to reapply for the *** in which he did.
  ************************ states he was able to negotiate the bill balance down to $179.79 and paid this on May 27, 2023.  Further stating he cancelled his Ziply Fiber service then reinstated service with his prior provider with ***.
  ************************ would like a refund.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the service was installed on February 9, 2023, with a promotion of one month free of internet service plus free installation.
  Ziply Fiber records do show the May 11, 2023 bill statement balance was $222.79 with a due date of June 5, 2023, this included prior and current charges due.  Ziply Fiber records show ******************** was signed up for online billing but the records show the wrong email address was inputted, this was corrected on May 25, 2023
  Ziply Fiber advises since ******************** had *** with another provider a request should have been placed to transfer the discount and the terms of service read to ******************** in order for the discount to be applied.
  Ziply Fiber records do show ********************** payment did post to his account on May 25, 2023 and a disconnect order was placed May 30, 2023, this completed the following day May 31, 2023.
  Ziply Fiber in this instance due to the customers experience has credited the $179.79 this will be refunded in 2-3 bill cycles.  The refund process for disconnected accounts is to send out a prepaid Mastercard through North **** Technologies this will be mailed to the billing/service address on file.
  
  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: 07/21/2023

   
  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 look forward to receiving the payment. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/12/2023

  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.

  my internet has gone out again for the second time in a month. i need internet to work. i am losing money right now by not having internet. last time this happened i had to wait 8 days because they cancelled 3 appointments on me. i dont know why 3 weeks later my internet is having problems again. i got credited for the days i didnt have internet but honestly i shouldve been credited a lot more because of the time and stress they have put me through. along with money i didnt make because of their mistake. one guy told me to just pay my bill even though it wasnt due for another week. the unprofessionalism that has coke from this company is insane. im tired of this happening to me. i have friends that have this internet provider and none of this ever happens to them. i got billed twice within a 10 day span even tho its a monthly bill which should b paid every 30 days. i want at least three months of free internet from this company and i want faster speeds for a discounted price for all of the stress they have put me through and time i had to take off from work because of them and their incompetence to provide a decent internet service.

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  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 experienced a data outage twice in one month.
  ****************** is asking for faster internet speeds for a discounted rate and three (3) months of free data.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that on 7/13/23 our field technician determined that the reported data issues are caused by faulty wiring inside Mr. ******** home and not the Ziply Fiber Network.  
  Ziply Fiber advises that outage experience wasnt not company caused so credits and an upgrade are not warranted.
  
  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:07/08/2023

  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.

  The OnDemand on the TV's has not been working for over 2 weeks now in which "I was told" it is on their end. I have not seen a credit on my monthly bill which I just paid.

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  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 experienced a 2-week outage of his Ziply Fiber ******************** feature.
  ********************** states he hasnt seen a credit on his bill for the loss of On Demand and would like a credit applied.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised ********************** that as of 6/30/23 we are no longer providing the Video on Demand (VOD) feature as a part of our TV service.  
  Ziply Fiber advises that no account credits are warranted for the free On Demand feature.
  
  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: 07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/25/2023

  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 sent us a monthly **** May 2023 which had an additional $25 added to it. No explanation of why this additional amount was added. It went from $86. 20 to $111.20 We contacted Ziply and an AI robot chat responded with no help at all. I believe that the company violated FCC regulations by not notifying us sooner about the Ziply Fiber increase for their service.This months' **** included an additional late fee of $10. The total **** was $146.12 We did pay the $86.20 that was our previous **** amount but until we were informed about the increase of $25. We did not add the increase of $25. I do believe Ziply Fiber is scamming its customers and it needs to be addressed by our local, state and the FCC.Thank you for looking into this issue and notifying the proper government authorities.

  Business Response

  Date: 07/10/2023

  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 received his monthly bill from Ziply Fiber in May which increased by $25.00 without notification. 
  ****************** believes Ziply Fiber is in violation of FCC regulations by not notifying them sooner about the rate increase. 
  ****************** states he did not pay the additional disputed amount of $25.00, and his current bill now includes a $10.00 late fee. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** has an older internet rate plan offered by ******** Communications that provided a discounted rate of $29.99 for a term of three years. This plan was added on January 22, 2018, and the term expired on January 21, 2021. The term dates were listed on the billing statements each month during the term period. Once expired, the rate should have increased to the then current month-to-month market rate pricing however, ****************** continued to receive the discounted rate in error.
  Ziply Fiber performed a billing audit in May 2023. As a result of the audit, the error was discovered, and the $25.00 promotional discount was removed, which increased the internet service charge to $54.99. This was a billing error that was corrected, not a rate increase so notice was not required. Ziply Fiber did not back bill for this error.  
  Ziply Fiber did provide a onetime courtesy credit of $25.00 to cover the initial May increase. Going forward ****************** has a month-to-month rate of $54.99 for internet that is subject to change. Ziply Fiber also provided credit for the $10.00 late fee on the June 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:06/22/2023

  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.

  January 4, 2023 I called Ziply to cancel our two phone lines, received an email that day confirming the cancellation. Every month since then Ziply has sent me a bill for service and two letters threatening collection and bad credit. I have called three times to correct this, each time I was assured that the problem was fixed and I was given a new confirm #. I now have four different cancelation confirmation numbers for 2 lines cancelled last January. I have filed a complaint our states PUC, I am desperate to get this company to go away and leave us in peace HELP

  Business Response

  Date: 06/29/2023

  Thank you for referring the complaint of ********************************* to our office for review. We appreciate ****************** bringing this matter to our attention. 
  
  The complaints states:
  ****************** states she called Ziply Fiber on 1/4/23 to cancel her two phone lines and received an email confirmation the same day. 
  ****************** states every month since she has been sent a bill for service and two letter threatening collections. 
  ****************** states she has called three times and the issue is still not resolved. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** called on 1/4/23 to disconnect her two phone lines and a disconnect order was placed for each line that same day. 
  Account records show the second line disconnect completed as scheduled and shows disconnected back to 1/4/23 on the 1/16/23 billing statement. Account review show that there was an order error on the main line disconnect service order that prevented it from completing on 1/4/23 as scheduled. This required an IT ticket to resolve. The service continued to bill until 3/21/23 when the service order error was resolved and the disconnect order completed. 
  ****************** was billed for the mainline service after her original request to disconnect from 1/4/23 through 3/21/23. Once the disconnect order completed, the 4/16/23 bill reflected the disconnect of service back to 3/21/23 leaving a balance of $102.51.  this balance was credited in full on the 6/16/23 bill leaving a remaining credit balance of $20.42 that was refunded to ****************** on 6/20/23. 
  ****************** is due additional credit in the amount of $90.08 for the partial main line charges from 1/4/23-1/15/23 and credit for the mainline charges on the 1/16/23 bill. Ziply Fiber has issued the additional credit owing in the amount of $90.08 which will reflect on the 7/16/23 bill statement and ****************** will receive a refund for that amount via a prepaid MasterCard.  
  
  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: 06/29/2023

   
  Complaint: 20221879
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/15/2023

  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.

  I have been a Ziply customer forever! Now I am being continually harassed by Ziply ********* Communications) to upgrade my service from *** to Fiber as they just installed the Fiber lines last year. Their selling point is it is faster and cheaper (for 12 month introductory deal) with free installation and that they are eliminating the *** (which was a lie/it was a threat tactic). Repeated phone calls with follow-up emails and mailings come and I have asked them to stop. I have called their customer service department and asked them to stop and they assure me they have it in their system not to bug me, but they continue.Most recently they sent me a threatening email ($25 surcharge) because I won't switch to the Fiber line (without prior notice): "This is ********************* with Ziply Fiber. We want to thank you for being a Ziply Fiber customer and let you know about some changes coming to your internet account. **********************?Fiber is committed to always being transparent,?and we want you to know why?the cost of your?Ziply?Fiber *** internet?is increasing.?The good news: Ziply Fiber brought fiber optic internet which is more reliable, faster and less expensive to your neighborhood some time ago. Starting July 2023, your *** internet service will include a $25 monthly surcharge. The great news is that Fiber internet is already available at your address! Our Fiber service is better and avoids this extra surcharge."I have pointed out to their reps, including one that came to my home~ My entire frontage is a critical areas with a deep ravine and a creek and it is heavily wooded, making underground difficult, overhead impossible and I am 300' off the road. I do not want my driveway (where my other utilities are buried) disrupted. Add Insult to injury, I have limited income, so for them to charge me more for my existing service is uncalled for. Our gov't has said affordable communications for everyone, but Ziply is overcharging & pushing me around. And they never explain why~

  Business Response

  Date: 06/15/2023

  Thank you for referring the complaint of *************************** to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  
  
  According to the complaint:
  ******************** states Ziply Fiber has continues to make repeat phone calls with follow up emails and mailings  harassing her to have her switch from *** to Fiber internet service stating the *** is being eliminated.  Further stating she was been assured the system has been updated as to not harass her.
  ******************** states she does not want Ziply Fiber disrupting her driveway, further stating her entire frontage is critical area with a deep ravine and a creek, it is heavily wooded as well.
  ******************** states the most recent threatening email was regarding a $25 surcharge for the *** service without prior notice, since she does not want to switch to Fiber.
  ******************** states she is on a limited income and does not understand why Ziply Fiber is overcharging.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises the copper lines are not being eliminated at this time.  Ziply Fiber advises that this is a good time to move over to Fiber which is newer technology with faster speeds and symmetrical and a cost savings.  Ziply Fiber advises as an existing consumer we have a business service relationship therefore do advise our customers when newer more reliable technology is available and offer assistance in migrating over for the best experience with our services.
  Ziply Fiber has reached out to ************************ offering to get her in contact with the local manager to discuss Fiber drop path options in order to find one that would be suitable, however ******************** has declined.  Before any digging or drilling could be started Ziply Fiber is required to contact 811 and have all utilities marked.
  Ziply Fiber has also sent out notification on Ms. ********* June 2023 bill statement under Customer Important Information section advising Beginning July 1, 2023, your *** **************** will include a $25 a month surcharge due to the increasing maintenance cost of this older technology.  The good news if fiber internet is available at your home and is more affordable than your current *** internet.  Fiber internet also provider a more reliable connection, greater bandwidth and superior upload and download speeds.  Let us help you save money with a better internet experience, and remove this surcharge- call us at 1.866.MYZIPLY. 
  Ziply Fiber advises Fiber services are at a lower cost per month than ****** services and also recommends applying for ACP discount at  ****************************; Follow the steps for verifying eligibility, for additional discounts if applicable.  This would  provide a discount on *** or Fiber ****************s.  With the Application ID (Approval Code) once we read the terms of service we can get the discount added to the account if you qualify.
  
  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: 06/21/2023

   
  Complaint: 20188914
  
  I am rejecting this response because:

  I have talked with your customer service department multiple times over the high pressure and threats of disconnect from your sales department, ever since your new line install at my frontage. I had asked many times if and what date I would be disconnected, so I could find an alternate service company, they assured me I was not being disconnected at all (so why the threats?).  I have told them since, I didnt want to switch over to fiber and to please take me off their call list,yet it continued.  Still now, instead of working to make sure that my requests (especially as a long-time paying customer) of not being attacked are met, and working within the law of providing a 45 day advanced notice of increase, as I find it unacceptable that you gave me notice of the $25 dollar surcharge on 6/12/23 for an increase on 7/1/23, you again give your sales pitch in your response, as if I am illiterate or something and further place blame on me. You even act as if I havent noticed my bill increasing over the last year, to make your Fiber deal even more enticing (bait and switch).  I am the only one who has been clear, honest and transparent through this whole process! I asked customer service months and months ago, if I needed to find another consumer stealing communications company to work with.  They assured me nothing would change if I didnt want it to, as DSL was not being taken away from existing customers . .. the lack of proper notice on the $25 is unethical at the very least.  You all (sales and customer service) have lied to me from day one and now you are stealing from me.  Your tactics are likened to that of a collection agency!  How many people has your company manipulated how many elderly that dont question what they have read?  I dont know how you sleep at night!  Your perfect world BS only fits your company.
  In response to your offer of having a manager come out to assess my site situation . . . you are assuming I have no construction experience, when in fact I was the one who installed my own utility lines, when I built my own house; I personally dont need a locate for any underground utility, water, drain or otherwise to know where everything is.  Not only do I not want you disturbing the critical areas, but any part of my yard or home (as you would have to gain access with new lines by drilling new holes and hanging more c*** on my house!  Ive seen the mess and excess materials jetting out several feet around some of the utility poles to get wiped out by street mowers or the like around my neighborhood, which tells me a lot about the company/individuals you use for install. I already have utility lines that can be utilized by your competitor to provide me with adequate service should I choose to use them, but have avoided in doing so, as I dont approve of their treatment of customers, as is voiced in their reviews by consumers.  But, it would appear that you have joined the ranks of treating customers as a number and bullying them to get what you want, instead of what they want.  I just simply wanted to be left alone with my adequate service (I dont need anything high speed or otherwise), even though it was more expensive than your new Fiber, as you pointed out, but thats not good enough for you.  Since all businesses are alike, and treat their customers the same, it wont matter that I leave and instead of you getting more money from me, you will get none from me.  You are a manipulative, unethical business.  You will respect privacy!  And if you continue with adding an additional fee, Im moving on to a different company.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  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 ************ unit in *********, ******. Our tenant contracted with Ziply Fiber. Their cable came down in a storm blocking access to the garage. Not sure how many times they were contacted but the result was that they did nothing to remove it. In frustration, the cable was cut to move it out of the way. Now, they are harassing me to pay them $750 for installing a new line for the tenant. It has gone so far that now they are threatening legal action against me.

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The Complaint states that:
  Mr. ********** tenant had a Ziply Fiber cable came down in a storm blocking access to their garage.
  ********************** advises that his tenant cut the Ziply Fiber cable to get access to the garage and now he is being billed $750 for the repair.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that as a one-time courtesy the $750 claim is being dropped and no further collection activity will take place.
  
  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: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/11/2023

  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.

  From approximately March 24, 2022 until October 17, 2022, my internet service was constantly crashing. I complained to the BBB, and Ziply techs replaced various components multiple times. The modem alone was replaced 5 times. From October 17, 2022 until February 10, 2023, my internet service was generally good. On February 10, 2023, the internet service started crashing, although only intermittently. On March 28, 2023, the nightmare began again.From March 28, 2023 through today, the internet has been down more than it has been up. The modem was replaced for a 6th time on May 31, 2023, however, the internet service is continuing to crash repeatedly. It crashes during the night when the computer is off and no one is trying to use it. It crashes continuously throughout the day. Today, June 11, 2023, the modem was cycling lights from 1:09 p.m until 1:39 p.m., and no one was using the computer or accessing the internet.At this point, I can only guess that perhaps exterior temperatures are somehow affecting the hardware somewhere between the main boxes and my home. On June 9 and 10, 2023, it was cool and rainy, and I did not observe the internet crashing at all. At 1:09 p.m. today, the outside temperature was 70 degrees. The main service boxes are in full sun during the afternoon. This theory would also explain why service was mostly trouble free over the Winter. But I am not a Ziply Technician, so I can't say with any certainty that this is the issue.The bottom line is that Ziply continues to fail to provide the service it is contractually obligated to provide. It continues to bill me every month for service that I am not receiving. Ziply fails to identify the problem and fix it.

  Business Response

  Date: 06/21/2023

  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 previously had issues with her internet dropping from March to October 2022 when technicians replaced various components including her modem which resolved the service issues. 
  **************** states on 2/10/23 her internet began dropping intermittently, then on 3/28/23 the service began crashing throughout the day. **************** states her internet was down more than it was up. **************** believes warm exterior temperatures *** be affecting the internet as the issues do not occur in cooler weather.  
  **************** states she is being billed for a service that she is not receiving, and Ziply Fiber fails to identify the problem and fix it. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show **************** had multiple reports of intermittent internet connectivity issues from May until September 2022.  Ziply Fiber advises intermittent issues are difficult to diagnose and did dispatch multiple technicians to troubleshoot and repair different components that *** be causing the issues including the cable pairs, inside wiring, splitters, and pedestal block. The last technician dispatch during this timeframe was on 9/30/22, the issues were confirmed resolved and no additional trouble was reported. Service credit was provided for the reported trouble. 
  Ziply Fiber records show that **************** next reported trouble on 2/10/23 and again on 3/28/23. In both instances it was determined she was part of an area outage caused by a commercial power failure.
  Repair records show **************** reported frequent internet disconnects on 5/25/23, the service was monitored by technical support and a technician was dispatched on 5/31/23 and replaced the modem. 
  In response to the Better Business Bureau complaint, Ziply Fiber technical support reached out to **************** and issued a new trouble ticket on 6/12/23.  Ziply Fiber dispatched a technician on 6/14/23. The technician replaced the network interface device and modules, moved pairs to a new block in the pedestal and updated the programming. Technical support followed up with **************** on 6/17/23 and confirmed there has been no further issues since the technician was dispatched. 
  Ziply fiber has provided an additional 10 days of service credit for issues reported in 2023 which will reflect on the 7/8/23 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 
  
  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20172260
  
  I am rejecting this response because: I had uninterrupted service from June 15, 2023 through June 20, 2023.  Today, the internet has crashed three (3) times.  Coincidentally, the weather was cool and rainy over the weekend, and warmed up today to about 72 degrees.  I don't know if higher temps have anything to do with the service.  What I DO know is that I just paid the Ziply bill, in the amount of $149, and once again, I am experiencing unreliable service with 3 crashes in just one day.  The problem still has not been fixed.  Ziply says that it has issued a credit to my account which will appear on my next statement, but did not say how much that credit is.  I will bet it was not $149, although it should be.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/07/2023

  Thank you for referring the additional concerns of *********************** to our office for review.
   
  The additional concerns state:
  **************** states she had uninterrupted service from 6/15/23 through 6/20/23 but states on 6/21/23 her internet crashed 3 times. 
  **************** states Ziply Fiber advised they issued a service credit but did not specify the amount. **************** believes she should get full credit for the $149.00 bill she paid. 
  **************** states she continues to experience unreliable service and her internet issues have not been fixed. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber does not have record of any reported service issues on 6/21/23. In response to the rebuttal, Ziply Fiber technical support investigated the service issues and found that on 6/21/23 Ms. ******* internet dropped 3 times for a few seconds each and again on 6/22/23 for 5 seconds. Ziply Fiber dispatched a technician on 7/5/23, field notes advise the ports were changed and both ports were verified in sync. 
  Ziply Fiber advises that Ms. ******* internet service issues are intermittent. Ziply Fiber does provide credit for affected services on reported outages over 24 hours. In this instance, Ziply Fiber did provide service credit totaling $45.76 for a full 10 days of reported trouble in 2023 even though the consumer was not completely without internet service. The reported trouble does not support a full month of credit for both phone and internet. 
  Ziply Fiber strives to deliver the best possible internet connection but as part as our terms of service makes no warranty the service will be uninterrupted or error free. Ziply Fiber cannot and does not guarantee the data service will provide internet access to meet a consumers specific need as the speed and reliability are dependent on many factors. Should **************** continue to experience service issues, she should contact technical support directly when the problem is occurring so they can do additional troubleshooting. 
  
  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: 07/10/2023

   
  Complaint: 20172260
  
  I am rejecting this response because:  not only is Ziply's internet service intermittent and unreliable, but its monitoring equipment is unreliable as well.  Ziply states that I have lost service for only a few seconds.  This is incorrect.  On June 21, 2023, when the internet crashed three (3) times, the first crash was approximately 20 minutes, the second crash was over half an hour, and on the third crash, when all efforts on my part to reset and restart the internet failed, I had to go to another location that had reliable service (provided by CenturyLink, by the way).

  Calling tech support is frustrating because Ziply uses a call center in *************** and the staff there is not only difficult to understand, but they are also not trained in troubleshooting.  After being on hold for anywhere to half an hour to an hour, a person comes on the line, asks what the lights are doing, and then suggests that the customer unplug and plug in the router.  When all that fails, they issue a trouble ticket.  I do not have time to waste like that, although I have been calling more just to prove that Ziply is failing to fulfill its contractual obligation to provide the "fast, reliable service" that all of its commercials talk about.

  My service is delivered via copper lines.  I do not know if the problem is in the ports, the copper line, or some other defect along the internet delivery system.  I have requested that Ziply change the delivery system to fiber optic in the hopes that perhaps that method of service delivery will be more reliable.  The response that I have received is that while Ziply is changing over to fiber optic in some locations, it is making very slow progress, and there is no time estimate as to when it will be changed over in my location.

  As a Ziply customer, I am paying for, and fully expect, reliable service.  In all of its advertising, Ziply offers to provide fast, reliable service.  For Ziply to now assert that it has no obligation to provide quality, reliable service is rude, a breach of its contract with all of its customers, and totally unacceptable.  If I sent Ziply partial payment for the partial service that it provides, it would not accept that.  As they say, what is good for the goose is good for the gander.  The nameless person responding to the BBB inquiries is out of line.

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

  Customer Answer

  Date: 07/15/2023

  BBB's records will show that I have had ongoing problems with Ziply Fiber for the past year and a half. The field technician has been out to my house countless times, and the internet service continues to crash. On May 30, 2023 the field technician moved the router from my home office to the family room, and put an extension in my office. The internet continued to crash. On July 5, 2023, the field technician moved the outside internet lines to new ports, and the internet continued to crash. ***** of Advanced Technical Support (ATS) made an appointment for 10 a.m. today, July 15, 2023 to check in and see if the problems have been solved. At 9:14 a.m. this morning, the internet crashed. I did everything on my end to try to get it back up, but nothing worked. I called ATS, and after being on hold for over 30 minutes, the line was answered by a gentleman who spoke very poor English. I asked him if he could get a message to ***** to call me back ASAP, but he was not able to. Instead, he gave me another number to call, but when I called it, all I got was a fast busy signal. So the Ziply telephone lines do not work either. ***** never did call me. I hoped that he would so that perhaps he could check things remotely and get the internet to work. At 10:31 a.m., with the internet still down for **** hours, I packed up my files and went to my office so that I could have internet service. It is now 12:09 p.m. and ***** still has not called me. Ziply Fiber's rating with the BBB should be DDD-. It is unable to provide reliable internet service. It is unwilling to staff the technical support lines with employees who can (1) speak English, (2) assist the customers in restoring service, and (3) have enough staffing so that when an ATS employee promises to call on a certain date at a certain time, he can actually do so. The wait time on hold is indicative of the number of unhappy customers who cannot get the service they are paying for.
  

  
  

  Business Response

  Date: 07/25/2023

  Thank you for referring the additional concerns of *********************** to our office for review.
   
  The additional concerns state:
  **************** states her internet dropped for more than a few seconds on 6/21/23 as stated in the prior response, that her service was out for over a half hour on two occasions and on the third occasion she had to go to a different location to use internet. 
  **************** states calling technical support is frustrating and a waste of time as she is asked each time to look at the lights then to unplug and plug in the router, when all else fails they issue a trouble ticket. 
  **************** states Ziply Fiber advertises fast, reliable service and states they are in breach of their contract and obligation to consumers. 
  **************** states she has requested her service changed from copper to fiber but has been advised it is not available and there is not estimate on when it will be changed over.  
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  As previously advised, Ziply Fiber technical support records show three router drops of a few seconds each on 6/21/23. Ziply fiber did not receive any reports of trouble on the day the issue was occurring so was unable to troubleshoot what may have caused the service to be out longer.  
  Ziply Fiber advises that service issues can be caused by multiple factors and technical support does perform initial troubleshooting over the phone to determine what may be causing the problem and attempts to resolve the issue during the call prior to dispatching a technician. 
  As previously advised, Ziply Fiber makes no warranty the service will be uninterrupted or error free. Ziply Fiber does provide this information in all its advertising under plan details and in the terms of service. Ms. ******* service is provided on a month-to-month basis and is not under any contract.
  Fiber service is not currently available at this address. Ziply Fiber encourages **************** to enter her address online at *********************************************************************** then fill out the form to sign up for notifications on future fiber expansion. 
  
  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 
  
  

  Business Response

  Date: 08/01/2023

  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 shes had ongoing service issue with Ziply Fiber and has had technicians out multiple times.  **************** states she was supposed to be contacted by advanced technical support on 7/15/23 to verify her services issues were resolved but never received a call. 
  **************** states she was having service issues the day of her scheduled call back.  
  **************** states she contacted regular technical support, but they were unable to get her in contact with the agent assisting her in advanced technical support. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advanced technical support has been working with **************** regarding her reported service issues and a scheduled call back for 7/15/23 was missed due to unforeseen circumstances. 
  Ziply Fiber advanced technical support did contact **************** on 7/17/23 and it was determined her device was not directly connected to the router but was connected to a WiFi extender that was paired with the Ziply Fiber router.  Technical support recommended **************** plug her computer directly into the router for the best possible service which she agreed to do.  **************** advised she was not able to trouble shoot further so a future call back was scheduled. 
  Account records show a new repair ticket was placed on 7/19/23, a technician was dispatched and is currently in contact with **************** and monitoring the service issues. 
  
  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:06/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber was supposed to bring in fiber optic connectivity to my home and I would replace the cable connection that was being used. The technician brought in the hardware to the 'closet' wherein all the smart home components are stored. He had me unplug the ******* hardware so he could plug in the Ziply hardware. After he connected up to the *** he turned on the circuit strip and nothing happened. There was no connectivity to the house. The tech had his laptop plugged into the Ziply hardware and it displayed a large upload/download speed but this was not confirmed with anything in the house. He left stating that another tech would be needed to complete the configuring of the items in the closed. However, he did not state that it would need to be a tech from a company that was not Ziply. I had to have other technicians from Ziply come to complete the initial installation. Each time I queried them about the *** and only learned later from them that I would have to hire someone else or do it myself. No one will speak to me in any capacity regarding the damaged ***, which worked with ******* up to the moment when Ziply plugged into my ***. I don't want anything more than a replacement, installation and operational test of what they need to do to make my home operational again.

  Business Response

  Date: 06/13/2023

  June 13, 2023
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The Complaint states that:
  During a service installation, Ziply Fiber caused damage to existing fiber hardware in Mr. ******** home. 
  ****************** is asking for compensation to replace his equipment that doesnt function with Ziply Fiber service/equipment.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised ****************** was that no damage was caused during the installation, the speeds to our router were within the acceptable range and any non-Ziply Fiber equipment would be the residents responsibility to maintain.  
  Ziply Fiber advises that the pre-existing equipment built with the home would be the owners responsibility to update/repair.
  
  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: 06/13/2023

   
  Complaint: 20155413
  
  I am rejecting this response because: all the equipment within my home worked prior to the Ziply Fiber technician attempts to install the ** hardware. Negligence on the part of the technician during the installation of the ** hardware resulted in damaging my operational equipment. I had up to the point of the ** technicians arrival maintained the equipment without issue for 4 years and 11 months. Yet moments after the technicians installation my previous operable system was no longer functioning as designed as it had for nearly five consecutive years. Ziply Fiber and the Ziply Fiber technician should have the integrity to do what is right and replace my equipment that was damaged during the installation of the ** hardware
  
  Sincerely,
  
  *************************