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:02/14/2023

  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.

  About 2 months ago my Internet and ************* was "upgraded" and, as a result, when the Internet is out - which happens frequently - my Phone is also out. Most recently we had an Internet outage of at least 9 hours during which time my telephone would not work. Upon calling the company, again, about this problem, I was informed that this situation is actually a feature of the upgraded system, and not a 'problem.' Side note: the service has not otherwise improved since the so-called upgrade.I find it hard to believe this practice is now considered normal business as usual. I'm not the only old person living around here, but even so, no one should be cut off from the outside world because a ************************** cannot figure out how to provide phone service when the Internet is out. It was just fine before the upgrade. Am I missing something? Or does the name Ziply Fiber say it all?

  Business Response

  Date: 02/22/2023

  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  
  
  *************** states about 2 months ago the Internet and ************* was upgraded.
  *************** states when the internet is out which happens frequently, then the phone also goes out.  Recently there was a 9 hour outage where neither the phone or internet would work.
  *************** states he was advised it is a feature of the upgraded system and not a problem.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  
  Ziply Fiber records show the account was upgraded from Copper phone and DSL service to VoIP phone service and Fiber internet on November 19, 2022
  Ziply Fiber did dispatch a field technician out on 02/20/23 he tested the **** cable for shorts, cleaned the optical network terminal, power cycle/rebooted all equipment,tested wired speed, educated customer and recommended a surge protector.  Everything tested good.
  Ziply Fiber advises the Fiber service is newer technology with faster and symmetrical speeds for internet service.  However Ziply Fiber does advise the VoIP phone service does require a battery backup to be purchased by the consumer in order to power the phone and allow calls such as E911 if needed and does recommend a corded phone since cordless does also require electricity.
  Ziply Fiber advises with the Battery Backup Unit which is necessary in case of power outages to power the phone and allow calls such as E911.  We have different options such as a 4.5-hour, 8.5 hour or a 24-hour backup battery for sale at **************************************** These purchased from our site have been tested, rated and assembled to connect to our Optical Network Terminal and our Ziply Fiber Residential Gateway
  
  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:02/09/2023

  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.

  I called Ziply Fiber in early Nov to put my acct on a vacation hold.The hold was to start on Nov 10, 2022 and continue through Mar 2023.They charged my acct for Oct 2022 to Nov 2022 for the remaining days of Nov 11, 2022 to Nov 19, 2022 which is around $36 plus change.They also charged me $124.46 for the service month of Nov 19, 2022 to Dec 18, 19, 2022.They only refunded $105.87.I have been fighting with them via phone since Dec when the $124.46 was charged.I keep getting the run around.What else can I do to get the remainder of my monies refunded?I only have snapshots of my Cking acct to show the $124.46 charged plus the refund of $105.87.This form does not allow snapshots.Please Help.Thank YouSheryl Green

  Business Response

  Date: 02/16/2023

  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 placed her service on vacation hold which was to start on 11/10/22 and continue through March 2023.
  ************* states she was charged $124.46 for service from 11/19/22 through 12/18/22 and was refunded $105.87.
  ************* wants this resolved.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the vacation hold was placed on the account and effective dated back to 12/17/22.
  Ziply Fiber records show manual credits were provided for the over- billing from 11/10/22 through 12/16/22.  These credits do appear on both the 12/19/22 and 01/19/23 bill statements. 
  Ziply Fiber advises the phone and internet services are now on vacation hold however the inside wire maintenance and the non- published listing plus taxes/surcharges do not qualify for vacation service therefore unless they are removed they will continue to bill monthly.
  
  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: 02/18/2023

   
  Complaint: 19372097
  
  I am rejecting this response because:

  The Hold was put into effect in Nov, 2022 Not Dec, 2022.

  Icalled them the 1st week in Nov to put service on Vacation hold till March 2023.

  As for the refund of the taxes, they took it out they owe it to me.

  I was Not told that taxes are Non refundable, Nor was I told that some of my Home phone fees are still being charged when I called to go on Vacation hold.

   

  Sincerely,

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

  Business Response

  Date: 03/02/2023

  Thank you for referring the additional concerns of *********************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The Rebuttal states:
  ************** states she contacted Ziply Fiber the first week of November requesting the account be placed on vacation hold though March 2023.
  ************** stats when she received the credit for being overcharge, she did not receive the credit for the taxes/surcharges.
  ************** states she was not advised that some features would not be placed on vacation hold.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber further review show notation that the vacation service was to start on November 7, 2022
  and end on May 18, 2023.  At this time there is not an order to restore service and Ziply Fiber does recommend placing the order a week prior to avoid any delays.
  Ziply Fiber advises the bill statement that printed on October 19, 2022 was for service from October 19, 2022 through November 18,2022 this would be a credit of $30.85 with taxes this credit came to $36.69  this credit will reflect on the March 19, 2023 bill statement.  The next bill statement generated November 19, 2022 in the amount of $124.46 including taxes/surcharges for services from November 19, 2022 through December 18, 2022.The vacation hold order was processed on December 17, 2022. The November 19,2022 bill statement had current charges of $124.46 for services from November 19, 2022 through December 18, 2022  this includes taxes/surcharges, and the account was credited $190.84 an over credit of $66.38.
  The next bill that generated on December 19, 2022 had new charges of $28.65.  The January 19, 2023 bill statement had a credit balance for new charges of Credit of $42.72.  February 19, ***** statement had new charges of $21.68.  Therefore, the over payment of $66.38 did take care of the current charges on both the December 19, 2022 and the February 19, 2023 statement.  Therefore, all credits including taxes have been credited including the additional services in this instance of Inside Wire Maintenance and Non-Published Listing which are not covered by vacation hold.  The next bill will generate on March 19,2023.
  
  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: 03/04/2023

   
  Complaint: 19372097
  
  I am rejecting this response because: The Date I called was early Nov to put services on Vacation hold. 

  My question is how can I be charged taxes on something that was not used. 

  To have a credit applied for services in May, 2023, Ok, I accept that.

  What I dont accept are the Taxes/fees that were not Refunded to me. Total bill was $124+ not $105+.

  all I want is my money.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/03/2023

  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.

  I have been a cable internet customer for over 25 years, and when ********************** knocked on my door, I thought it would be worth a try, esp. since they can sometimes offer higher speeds. During the past two weeks however I I have had a thorough trouncing through their horrible customer service system, way worse than anything I ever encountered with cable. First install (which I took the day off of work to accommodate) was timed to the absolute last minute end of the "window" they gave me (****pm) - tech showed up at 4:59pm and was at my house, disrupting dinner etc. until well past 7pm, only to conclude that the install could not happen because "Ziply" was not ready. So I waited four business days after that to see if they would re-schedule, but I had to call THEM to find out what was going on and to re-schedule. So today (Feb 3rd) was the re-schedule. 8am-12pm. No show. Called support, no reason, offered me a $25 voucher for a missed install. No thank you. Please remove your fiber cable from my back yard (which by the way they NEVER called about or asked permission to enter my property to install before the FIRST install date). Now they say that my take some time.

  Business Response

  Date: 02/13/2023

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ************* bringing this matter to our attention.
  
  The complaints states:
  ************** states a representative for Ziply Fiber came to his door asking him to try the Fiber internet.
  ************** states he took the day off for work for the installation, stated he was provided a window of **** in which the technician arrived at 4:59pm and worked well past 7pm. 
  ************** states the technician advised him additional work would need be performed prior to the completion of the installation and advised to call in and reschedule.   ************** was then rescheduled for 02/03/23 **** stating nobody arrived, he then called in and cancelled the order,
  ************** states he would like Ziply Fiber to remove the fiber cable from his back yard, in which permission was not gained to enter his property prior to the installation date.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show an order was placed by a door-to-door representative on 01/11/23 for Fiber Gig internet.
  Ziply Fiber advises a **** appointment is a arrival window for the technician meaning sometime between the hours of 12 and could be as late as 5pm.  Ziply Fiber apologizes this was not relayed to ************************
  Ziply Fiber advises when the technician arrived for the installation some of the work was preformed however it was determined additional work would be needed prior to completing the installation. Notation show on 02/03/23 from the technician say customer did not answer, and the order was then referred to engineering.  The order shows it was cancelled on 02/03/23.
  Ziply Fiber local manager sent a technician out who spoke to the customer and was advised the cable had been taken care of. When an order is placed for Fiber service this does require prework prior to the installation date.
  
  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: 02/13/2023

   
  Complaint: 19329988
  
  I am rejecting this response because:

  Ziply said:

  "some of the work was preformed however it was determined additional work would be needed prior to completing the installation".

  This is just not true. NO work was done - I know, I stood outside and talked with the tech for over an hour, the fiber was not live, it was not ready, he went back and forth to *************** six times but could never get a signal on the fiber - the fiber install on my street was obviously not ready. I took a day off work because your sales rep assured me that it was ready - it was not. The tech finally gave up and left in frustration. The tech NEVER told me to re-schedule, he said he would be back. I waited FOUR days with no contact from Ziply, so yes, THEN I called to find out what was happening and was re-scheduled. On the second install date I had taken a half day off work but the tech showed up almost three hours late. I had already cancelled the order and was on my way to work when he showed up. I told him the order was cancelled and please to get someone to remove the fiber that had been run from the street. The next business day someone showed up and did just that. You need to get better facts from your investigation.  

  Ziply said:

  "Notation show on 02/03/23 from the technician say customer did not answer, and the order was then referred to engineering" 

  Again, patently wrong, someone is lying. I have cameras around my entire house and can prove to you that I interacted with the tech BOTH times that he was on my property.

  
  I lost almost two days worth of pay to try and accommodate this install, only to be ignored and provided no communication and no explanations for the lack of install.

  My complaint stands and I want Ziply to acknowledge that they have an internal customer communication issue and obviously need to look at their customer support procedures. And I will not stand for people lying about what happened to try and paint Ziply in a more favorable light. This botched install was bad all the way around and they know it.

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

  Business Response

  Date: 02/21/2023

  
  
  Thank you for referring the additional concerns from ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The additional concerns state:
  ************** states no work was done to install the fiber; the tech was unable to get a signal on the fiber.  Further stating the tech left in frustration.
  ************** states he took a day off work since the sales rep assured, he it was ready, when it was not.
  ************** states the tech never told him to reschedule, he said he would be back.  After 4 days with no contact.  He then called in and it was rescheduled.
  ************** states Ziply Fiber has an internal customer communications issue that needs to be reviewed further, ************** wants acknowledgement of this.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber technician notes state 01/20/23 state customer did not answer. Then on 02/03/23 the technician notes state: no light is passing through to the hub and appears the terminal numbers were incorrectly labeled at the hub causing further confusion and the order was then referred back to engineering with the additional details.  The order shows it was cancelled on 02/03/23.
  Ziply Fiber apologized ************** was not provided with the additional details and took time off work.
  Ziply Fiber advises ************** should have been contacted and a new due date should have been provided.  However, in this instance a new due date was not provided until ************** called back in for an update.
  Ziply Fiber appreciates ************** bringing his experience to us, this allows us to review the records and take action for approving customers experiences.
  
  
  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: 02/27/2023

   
  Complaint: 19329988
  
  I am rejecting this response because:
  

  While in your second response here you finally got the first part right about the lack of being ready to install and causing me to miss a day of work for no reason, BUT, you are still not acknowledging that I missed TWO days of work, BECAUSE after the re-schedule, the technician was then a no-show for the install appointment. I took off a day of work AGAIN for the re-scheduled install, but the technician never showed up during the install window. And stop saying the "customer never answered". I say it again for clarity -  I have VIDEO of all of my interactions with your techs on ALL occasions. For the second install appointment your tech showed up nearly four hours AFTER the latest time I was given for the install window. He stood right at my door (yes, its on video) and explained that his previous appointment had run long due to technical issues (surprise) and he was now ready to do the install. I informed him however that I had never received ANY communication from ANYONE about delays or no-shows, and out of frustration at having missed yet another day of work had cancelled the install about an hour after the latest time of the install window had expired. So he left. THAT is what really happened, I have the video.   

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

• Initial Complaint

  Date:02/03/2023

  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.

  1/1/23 They now have a total of $6.00 of dishonest and in my opinion untrue charges. Three dollars are charged for a "Paper statement convenience fee" and another three dollars is charged for a "Payment processing fee". These fees went up recently from a total of $2.00. This dishonest behavior by Ziply is because I will not allow them to have my credit card number on file. Over the years they have proven to me that they are not very good at billing and make more mistakes on their bills that most other vendors I use. So for this caution I am punished $6.00 a month. I want this dishonest behavior to stop. This is clouding my opinion of Ziply to a degree that it becomes anger. A letter to the *** is next regarding this behavior.

  Business Response

  Date: 02/10/2023

  Ziply Fiber
  
  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  According to the complaint:
  ******************** is being billed $6 in dishonest fees; $3 for paper billing and $3 for not being enrolled in auto pay.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that the $3 paperless billing and $3 auto pay charges apply to Ziply Fiber Internet customers on Ziply Fiber pricing.
  To avoid these monthly fees, ******************** would need to sign up for paperless billing and auto pay. You can sign up by logging into your profile at **********************************.
  
  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: 02/10/2023

   
  Complaint: 19327499
  
  I am rejecting this response because: Was this complaint answered by an unthinking machine? Because those are in fact the reason for my complaint. All you have done is admit that you will continue with this putative behavior. I do not accept this and will be leaving Ziply as soon as I make other arrangements. Im sure I wont be missed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/17/2023

  Thank you for referring the additional concerns of ************************* to our office for review.
  
  The additional concerns state:
  ******************** does not accept the initial BBB response and states its was just an admission that Ziply Fiber will continue the behavior.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that the paperless and auto pay fees are valid.
  Ziply Fiber position remain the same as no new information was provided.
  
  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: 02/23/2023

   
  Complaint: 19327499
  
  Im very unhappy about this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/01/2023

  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.

  Cannot call elderly sister in ******** who is ill and in need because long distance service was cut off and after 8 phone calls and promises to fix still is not fixed.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************ bringing this matter to our attention.
  
  The complaints states:
  Ziply Fiber cut off ************** ability to call long distance, so she was unable to call her ill sister.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that on 1/10/23 ************** long-distance service was suspended for non-payment.
  Ziply Fiber advises that the long-distance calling was restored on 2/1/23 after the required payment posted to the 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: 02/11/2023

   
  Complaint: 18965734
  
  I am rejecting this response because:  Payment was made on the 11th of January and it took 30 days to restore the long distance capability - It took me 8 phone calls and at least 3 hours of my time.  Now my phone no longer has the caller ID that was on there in the beginning so now we no longer know who is calling us.  We are paying for caller ID and frankly I do not have any more time to call Ziply Fiber and wait on the line to get that resotored.  WE WANT OUR CALLER ID RESTORED!!  Also we had very bad weather in the northwest Whatcom county and we did not receive mail for from December 16 - January 4th.  We did not get our bill nor did we get the cutoff notice.  I have been a customer for 23 years and has paid faithfully - please get your act together and stop taking up my time.  FIX THE CALLER ID!  Also I was suppose to receive a credit of $30.00 where is that on my latest bill?  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2023

  Thank you for referring the additional concerns from *********************** to our office for review.We appreciate ************ bringing this matter to our attention.
  
  The additional concerns state:
  ************ states she made a payment on 01/11/23 and it took 30 days to restore the long-distance service.
  ************ states due to bad weather they did not receive mail from 12/16/22 through 01/04/23 therefore did not receive a bill our the cut off notice.
  ************ states her Caller ID is not working and she does pay for it.
  ************ states she was to receive a $30 credit and has not received this.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises a reminder notice of account past due was mailed out 12/06/22 with a due date of 12/21/22, the payment did post 12/21/22 however we received notification that the bank could not process the payment.  Therefore on 12/29/22 Ziply Fiber did mail a letter out regarding the payment advising the payment must post by 01/09/23 or the account could be subject for suspension.  The account was then suspended on 01/10/23.  A restoral order was placed on 01/11/23 but failed to complete.  Another restoral order was placed on 02/03/23 which restored the service.  Ziply Fiber apologizes for the delay. 
  Ziply Fiber does not have control over the mail delivery.   However Ziply Fiber does provide consumers with the option of creating an online account which then provides an email with a link to review and even pay the bill online.
  Ziply Fiber advises the Caller ID was fixed on 02/16/23 and is a free feature inside of the telephone package that ************ subscribes too.
  Ziply Fiber records show ************ was provided time out of service credits on 01/17/23 which reflected on the 01/27/23 bill statement, additional credits were provided in this instance on 02/03/23 and will reflect on the 02/27/23 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: 02/28/2023

   
  Complaint: 18965734
  
  I am rejecting this response because:  I do not see the $30.00 refund on my bill anywhere - I see a $15.00 credit, but not $30.00 and after many hours of my time a $30.00 credit is not sufficient for my time and effort and stress.  We live in a rural area that has no cell service my husband is disabled and with our landline out my husband is vulnerable and could not call ************** have been one thing after another with Ziply Fiber and you they do not get to endanger our safety for a mere $30.00.  How would you feel if you could not use your phone, make long distance calls or receive the services that I have paid for faithfully for 23 years?  

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

  Business Response

  Date: 03/07/2023

  
  Thank you for referring the additional concerns of *********************** to our office for review.
  
  The additional concerns state:
  ************ states the $30 she wants isnt reflected on her bill.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advised that the 2/27/23 statement reflects a $30.43 credit. No additional adjustment is needed.
  
  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 

• Initial Complaint

  Date:01/30/2023

  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.

  I am ******************************* Daughter *************************************, I was on the phone with a rep, because a repair person didn't show up at the time, he/she was supposed to be there @ 1pm today 1/23/2023, instead someone Named **** showed up at 9am told my mother he would fix problem and leave a NOTE posted on her front door. well needless to say I showed up for them between 1pm /5pm as they said that was the time. there was nothing Done and her phone box on her house was left open not locked back up like should be, I called and listened to there lies it was turned in as fixed / and the main box on street was replaced another lie, I took pictures of both as proof they lied, now I have to return at 8am 1/24/2023 so they don't lie again and say they showed up fixed said problem. never had trouble with her main phone line in 61 years when it was GTE/Version ever.

  Business Response

  Date: 02/17/2023

  February 17, 2023
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  On 1/23/23 Ziply Fiber didnt arrive for the repair appointment at the time expected.
  The Ziply Fiber technician didnt lock the (phone) box on Ms. ********* home like it should be.
  The Ziply Fiber technician didnt replace the box on the street as indicated.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that ******************** has reported voice service issues twice in the last six (6). Neither of which had an appointment date of 1/23/23.
  Ziply Fiber apologizes if our field technician didnt secure the Network Interface Device (NID) on Ms. ********* home. Feedback will be sent accordingly.
  Ziply Fiber advises that on 1/2/23 our field technician completed a repair at the pedestal, however that piece of equipment was not replaced.
  
  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:01/27/2023

  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.

  Our land telephone line is from Ziply Fibers.They have continuously proved to us that they have no idea what they are doing or do not care.Today a Ziply employee came out and said he was just going to replace a cable. There was nothing wrong with our phone. He said it would be no more than an hour. 4 hours later our line is dead and he is gone.**** has happened before. Not only do they not fix a problem they make it worst.

  Business Response

  Date: 02/02/2023

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************* states a Ziply Fiber technician came out stating he was going to replace the cable.
  ************* states there was nothing wrong with their service, after the technician left, they had no dial tone, stating this has happened before.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show trouble was reported on 12/20/22 regarding a loud humming on the line.  The customer was moved to a different cable pair on 12/21/22 and the trouble ticket was completed.  Then on 01/30/23 a trouble ticket was created, and the technician was dispatched out on 02/01/23 per the technician notes the line was already fixed per the customer however there was still a light short, fixed this in the terminal.
  Ziply Fiber apologizes for the frustration and recommends reporting trouble as it occurs this provides us the opportunity to complete the 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

• Initial Complaint

  Date:01/24/2023

  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.

  In the beginning of December 2022, our DSL internet dropped service frequently. It was recommended that we change to a more reliable fiber internet service. We agreed and were scheduled for a tech to come make the internet hardware change on site.The tech arrived and needed to call a second tech for assistance, who in turn called a third. In addition to changing the internet service, our phone service was also changed from copper to ******** is important to note we had no issues with our phone service up to this point. The techs spend a full day, working for a few hours past the close of our business. I stayed late because having working phones is important for a business. The internet was installed and working, but the phone lines were not. So they returned the following day to continue working. A new tech arrived and needed to call a friend to help. It was decided that the issue was with our phones in the office, and we needed to purchase new ones, either from Ziply or from somewhere else. We purchased two different sets of phones that were recommended and neither one resolved our ability to make or receive calls.We hired an outside low-voltage electrician for $1,000. He spent the day replacing wiring that the Ziply techs had cut out and got our original phones working! The $1,000 allowed us to make and receive calls, but we continue to have other troubles. Before the change, our voicemail was accessed by a single phone number and passcode. Now we have separate numbers and codes for each line. Sometimes messages are able to be left, sometimes not. We are not able to consistently access voice messages that are left. I am excited that after a month the hunting group is working for our two lines rolling back and forth when one is busy. I would like to have a single, reliable voice message system. I worry that new changes will affect our ability to make and receive phone calls. I am told that Ziply can not return us to the previous working copper phone system.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Thank you for referring the complaint of ********************* DBA: ******************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** switched from copper voice to fiber **** in December 2022. The **** voice service didnt work so he replaced his office phones as requested. This change didnt resolve the ability to make and receive calls.
  Ziply Fiber cut out phone wires during the change to ****, so an electrician was hired to replace the wires and restore phone service.
  **************** is seeking a reimbursement of $1000 for electrician charges.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show on 11/30/22 **************** requested to move from our copper service to the fiber network. On 12/7/22 a field tech was dispatched to make that change. Records show he confirmed working services. Ziply Fiber also advises that **************** was told that once the fiber was installed, he would need to call in to customer service and to have the **** group feature added back to make sure all lines were ringing through.
  Ziply Fiber advises that on 12/14/22 **************** requested the **** phone lines be connected into the wall jacks. This would be a billable job if done by **************. The invoice provided shows the request to move **** service to ***************** was done by ****************. Additionally, **************** asked A&E to have the **** group feature added back to ensure the voice system worked as it did prior to change. The electrician contacted Ziply Fiber to have that feature **** group re-added and confirm working service,
  Ziply Fiber advises that every line that required a phone cable, was working when the field technician left the site on 12/7/22. The request for credit is denied.
  
  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: 02/13/2023

   
  Complaint: 18891291
  
  I am rejecting this response because: It does not address the reality of our service. The move to the fiber network was to resolve our internet service dropping. The change that was made was for internet. It wasn't until techs were on-site that we were made aware that the phone service was being changed as well. The first visit had three service members working until 9:00 at night. At the end of day one the internet service was up and running- phones were not. The technicians issued a new service order that night in order to return the following day as I could not stay at the office any longer. The next day (11/8) is not mentioned in Ziply's reply, likely because they were still unable to get the phone service working given a second day. If every phone line was working on 11/7 as claimed, why did technicians return the following day?

  A week later technicians returned to work on the phone service again. The response says that Ziply did not plan on connecting our phones to the new service.  If this had been the plan from the beginning, the change would not have been approved.  The idea that we would need to leave our office space to make or receive calls was not even hinted at, by the sales office or the on-site representatives. The ability to work from our desks is an important part of our phone service.

  We were aware that a **** group would need to be created. But our explanation was that was to have lines transfer back and forth if one was busy. It would not affect the ability for the two lines to work individually.

  This response does not address the request to restore our voicemail. We have not had a working voicemail system consistently for the past two months. We have several calls into support and it is "fixed" every week.  For a few days we are able to get messages, then a client will come into the office asking why we have not called them back. We do a test message and find that the system has reverted to not letting retrieve messages again.

  I would be fine switching back to the working copper phone system, but on several of our calls into support we were told that is not an option once the on-site technicians make the change.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2023

  Thank you for referring the additional concerns from ********************* on behalf of ******************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The additional concerns state:
  **************** states his voicemail service has not consistently worked for the past two months.
  **************** states he has called into technical support several times the voicemail gets fixed then a few days later they are unable to get messages again.  When they test the voicemail, it reverts back to not letting them retrieve messages.
  **************** states he was advised switching back to copper service is not an option once the account has been converted to Fiber.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has requested technical support reach out to **************** so we can assure the voicemail issues he has experienced get resolved.  Ziply Fiber also recommend reporting trouble as it occurs to allow us the opportunity to complete repairs.
  Ziply Fiber technical support has advised on 02/07/23 when checked voicemail was not showing in the portal.  This was added and **************** was provided with the access numbers stating he would test it again the following day (02/08/23) and requested a call back for the following day.  The following day technical support attempted to reach **************** but the call went to voicemail, in which a message was left.  Additional attempts were made to reach **************** without success on 02/11/23 and on 02/12/23 another voicemail was left stating if he is still experiencing trouble to contact technical support at **************.  If **************** continues to have voicemail problem, please contact technical support.
  Ziply Fiber advises once moved off copper facilities then they would remain on Fiber technology which is newer and also provides a better customer experience.
  
  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 07/18/2023

  Yes, please provide a copy of the complaint and the correspondence and reopen the complaint.  I fell for a trick that I didn't see coming.  Ziply contacted me outside of the BBB complaint to address the issue, which is want I needed.  They promised to have a representative contact me within a few business days.  When that time came and went, the BBB complaint had closed due to my non-response through the portal.

  The phone service continues to not work as suggested with outgoing faxes not working, but incoming faxes received without issue.  I have continued the dialog through the email Ziply sent promising a solution, but the wall I keep hitting is that that department does not actually work on the phone lines.

  Customer Answer

  Date: 08/03/2023

  I was able to reach out to ******* at the phone number provided, but she did not have access to the account history as promised and let me know that technical assistance may not be the department that I need.  I was on hold with ******* for Fiber Assignment for more than 20 minutes, ******* recommended calling back again tomorrow to see if that department can be reached then.

  With the new understanding that our service has not been working and has needed multiple departments involved since the phone lines were cut by Ziply technicians on site and the change in Ziply's position that our service has not been working and does need additional attention, I request that the reimbursement for the electrician we had to hire to get the first set of problems fixed be made.  It was initially denied because Ziply stated that everything was in working order.

  Business Response

  Date: 08/17/2023

  Thank you for referring the additional concerns of ********************* DBA: ******************* to our office for review.
  
  The additional concerns state:
  **************** is seeking a reimbursement of $1000 for electrician charges.
  **************** states he continues to have issues with his phone lines.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fibers position has not changed and the request for credit is denied.
  Ziply Fiber advises that on 8/15/23 a field technician went onsite and confirmed both dial tone and the ability to make and receive calls with the office receptionist. To further clarify the resolution, the dentist was asked to speak with our field technician to discuss any additional issues, but he declined our request.  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 18891291
  
  I am rejecting this response because:
  While it was wonderful that Ziply sent a technician to our office, it was an unplanned visit and the notion that conversation was declined because I would not prioritize the unscheduled visit over an active surgery is egotistical.  No, I did not step away from treatment time that I had agreed to spend with someone else.

  It sounds like Ziply was able to confirm a dial tone through the phone lines.  I let *************************** at Ziply know that we were getting a dial tone, the issue was that as soon as the call started to go out it would change to a busy signal before a full number had been entered.  This is only on one line.  As stated in the response, the technician did not try to make a call- only listen for a dial tone.

  I disagree with the accountability Ziply is showing from the original visits last year. Ziply Fiber removed necessary wiring from the building, admitting on site that they were fiber technicians not copper technicians, but it should be okay.  When it was not okay additional technicians were sent.  The final solution was to hire an independent low voltage copper electrician to replace and repair what had been disconnected.  A statement that Ziply's position on personal accountability remains unchanged does not make that position correct.  Instead, it doubles down that they are not responsible for damage they cause.  The electrician report has already been provided that the wiring removed needed to remain in place to have a working system.
  Sincerely,
  
  *********************

  Business Response

  Date: 09/08/2023

  Thank you for referring the additional concerns of ********************* to our office for review regarding his business *******************.
   
  The additional concerns state:
  **************** states a technician was dispatched to his office however the date of repair was not scheduled with him, so he was not available to troubleshoot with the technician. 
  **************** states that he has dial tone, but as soon as he tries to call out on one line, it rings busy before a full number has been entered. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber did schedule a technician to address Mr. ******* additional reported service issues on 8/15/23 and left a voicemail providing the date the technician would be out. 
  Ziply Fiber records show a technician was dispatched on 8/15/23, verified dial tone and confirmed with the front desk that they were able to make and receive calls. The technician noted he was unable to get additional information from **************** regarding what other issues he may be experiencing and left his business card for them to call if there were additional concerns.  
  In response to this rebuttal, Ziply Fiber technical support reached out to **************** to troubleshoot any additional service issues he was experiencing. **************** advised the issue calling out had been resolved but that there was a delay in receiving voicemails and issues with his line rolling over. Ziply Fiber did some additional testing where they adjusted the rollover ring count and verified voicemail was working. 
  
  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: 09/16/2023

   
  Complaint: 18891291
  
  I am rejecting this response because it does not address the repairs that were needed by a third-party low-voltage electrician to replace the wiring removed by Ziply from the existing phone system.  The year that it took to make repairs to the software, that Ziply confirms were still needed even this week by sending a technician, does not allow us to run our credit card transactions as we previously had.  Rather than trust that Ziply would be able to provide that service, we had purchased ******************* in order to process POS transactions.  This latest purchase is not something that I am asking Ziply to cover or address, even though it was not needed prior to the work they performed.  I still ask for the reimbursement of repairs for the damage Ziply directly caused.  This receipt has already been submitted with the third-party narrative attached.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2023

  Thank you for referring the additional concerns of ********************* DBA: ******************* to our office for review.
  The additional concerns state:
  **************** is seeking a reimbursement for electrician charges.
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  As previously advised, Ziply Fibers position has not changed and the request for credit is denied.
  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: 10/02/2023

   
  Complaint: 18891291
  
  I am rejecting this response because: An apology for inconveniently creating a thousand dollars in damage, leaving the repairs for someone else to take care of is not acceptable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/23/2023

  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 got service back with Ziply Fiber some time in September 2022. I was told that I would pay 40 plus 10 rental fee for the modem plus taxes. I was told I could pay online. I went online, it said my account was locked and that I had to call a number. Upon calling said number they were not able to unlock my account and I was told that my bill was $0.00. I tried to log in some time in November 2022 and still no luck, tried to contact again and was given another number to contact. I contacted them agaon via chat today an was told that my bill was $186.43 and that ad a "loyal" customer I would get my late fee waved. I am confused as to why my account remains locked and why my bill remains high and I can't to anything to access it.

  Business Response

  Date: 02/03/2023

  February 3, 2023
  
  Thank you for referring the complaint of **************************************** to our office for review. We appreciate ************************* bringing this matter to our attention.
  
  The complaints states:
  ************************* isnt able to create a online profile on the Ziply Fiber payment porthole.
  Ms. ************************* has been charged late fees for payments she cannot make through no fault of her own.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that a system issue caused ************************* to not be able to pay her bill through the online customer porthole. This error has been resolved and a Ziply Fiber agent confirmed ************************* was able to now create a profile.
  Ziply Fiber has removed all late fees from ********************* account in addition to applying a courtesy credit for the trouble when trying to make payments.
  
  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:01/22/2023

  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.

  complaint in detail:I signed up to have internet, tv and phone service with ******** Communications . I was fed up with ******* because the rate continually fluctuated. I asked ******** for a fixed rate that would not change on a regular basis with expiring promotions. My rate was $142.77. ******** was bough out by Ziply Fiber. I noticed that my Bill was fluctuating and I have called several times to figure a way to get a consistent bill . They made me go both paperless and have automatic payment. I noticed that I had a large deduction out of my account last summer and I called them and said that I wanted to cancel my service and go back to *******. They told me that they would take care of the discrepancy. I asked to go to no telephone and have just internet and they told me that the cost would be the same for just internet as it would be if I still had phone and tv. I allowed them to keep my business because they said that they would keep my bill at the rate at $173,48. I checked my billing this month by going on their web site and they have been charging me $ ****** for the months of July, August, September, October November, December, and January. They made me pay in advance of the month and they deducted straight out of my account. I have to actually go into their system to check what they are taking out of my account. I called and talked to customer service and they offered to refund the difference to keep my business. They would stop phone and internet as I had asked back in July. They then transferred me to a different department and a different representative. That representative told me that it was my responsibility to always check what is being taken and that they could do nothing for me. This is straight up theft. I signed up with ******** and my number one issue was the fluctuation in increase of billing. ******** was upfront and I did not have issues. It is theft to over double my bill and then say you did not check so it is your fault. They require auto pay and they require paperless. They make it impossible to track unless you are going on line to their site every month. The woman I talked to said they had no record of me even calling back in July of 2022. In July they had me on the phone for over a half hour and did everything possible to keep my business and not have me make changes. They promised my billing would be back to the rate I was previously being charged. I trusted them and I allowed them to keep my business. At that time ******* internet only to staying with ziply and having internet only. I let the Ziply representative convince me to stay and not make changes and that my bill would not increase. Instead they raise the rate to almost double what I had agreed to and they say I never called. Every customer service representative tells me something different and they promise something different. They tell me that they have no records of my call . I never agreed to a 290 bill for internet , they automatically took it out of my account. This is extremely deceptive practices. They require that you pay automatically and change the rates continually and expect the customers to always notice. This is not fair and is wrong and should be illegal. This is theft because they took it directly out of my account. Internet if a vital service and customers should not be taken advantage of by unethical practices and billing of providers.

  Business Response

  Date: 02/10/2023

  February 8, 2023
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  ****************** had previously asked ******** Communications for a fixed rate of $142.77 for voice, data and television service however once the account was acquired by Ziply Fiber, the price began to fluctuate.
  
  In the summer of 2022 ****************** noticed that his Ziply Fiber auto payment was larger than normal. When calling Ziply Fiber to inquire about the rate increase he was told the discrepancy would be taken care of.
  
  A Ziply Fiber agent convinced ****************** to not make (account) changes and that his bill would remain at $173.48 for voice, data and television. Additionally, he was not advised his bill was going to be higher than expected.
  
  ****************** never agreed to a rate of $290 for phone, data and television but Ziply Fiber fraudulently deducted the amount from his bank account.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber acquired Mr. ******** account in May 2020. Per the monthly statement at that time, his monthly rate was $115.99 plus tax/fees/surcharges. The statement also showed the voice and data discount of $10.01 would end on July 18, 2021, and the $20 television discount would end on July 18, 2020. As indicated, the respective statements reflected the rate increase(s).
  Ziply Fiber advises that per the monthly statements ****************** had discounts that were not in perpetuity. The July 19, 2022 statement reflected his new pricing sans the discounts.
  Ziply Fiber records do not have details of an interaction in which ****************** was provided a price quote of $173.48 to retain his business.
  Ziply Fiber advises that ***************** agreed to auto pay which pays the balance owing that reflects on the current statement. Per our Terms of Service, the end user has 30 days to dispute any billing discrepancy otherwise the charges are presumed accurate.
  
  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: 02/11/2023

   
  Complaint: 18879795
  
  I am rejecting this response because:   I agreed to  staying with ziply fiber in July of 2022 and having my rate stay at 173 dollars.  I originally aske them to stop my phone service and my television service.   They convinced me to keep the services because my billing would not be substantially decreased by going to internet only.  I have the phone records that show the date that I contacted Ziply fiber.   The very next month my bill then jumped to 220 dollars and then the next month jumped to almost 290 dollars.  I believed them when they told me that my bill would be 173.  This was an increase from the  141 that originally agreed to when I originally signed up.  When I spoke with Ziply multiple times about pricing and I never was informed of promotions or expiring prices.  When I signed up I told them I did not want a temporary or introductory price.  I compared ******* with verizon.    Ziply acquired my business because they bought merged with another company.  I did not sign up with Ziply.  This is highly deceptive because they made me sign up for automatic withdrawal and paperless to get the 141 price.    When I talked to them in July of 2022 they told me that if I went just to internet the taxes with make my bill almost as much as having phone and television.   If they had told me in July that my account would then  be 290 dollars I would have cancelled immediately.  I have the cell phone records showing the time I spent talking to them.  They conveniently say we have no record of your phone call.  This is theft and deceptive practices.  They doubled my rate in a matter of 2 months after years of having the same billing.   How they can say that a coupon expired after several years if highly inaccurate because I told them I did not want introductory offers that caused the account to raise after a few month period.  This is extremely evident in that my account did not have high rate increases in the prior three years.   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2023

  Thank you for referring the additional concerns from ************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The additional concerns state:
  ****************** states he agreed to stay with Ziply Fiber in July 2022 with a rate of $173.00.  Further stating the bill increased to almost $290.00 per month.
  ****************** states he originally asked Ziply Fiber to stop the phone and TV service, further stating he was convinced to keep all the services and was advised it would not be a substantial difference.
  ****************** states he did not want a temporary or introductory price.
  ****************** states he was forced to sign up for automatic withdrawal and paperless statements.
  ****************** states he rate increased from $141 to $290 within a 2-month period.
  ****************** states over the prior 3 years he did not have high-rate increases.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber provides promotional discount information on each monthly bill statement along with the end date of the discount.  In this case the monthly bill statement shows a $25.00 discount for the Triply play set to expire 07/18/22 along with a discount of $63.75 for the ********************* package which also expired on 07/18/22.  This caused a monthly increase of $88.75 per month before taxes/surcharges.
  Ziply Fiber has no records of ****************** requesting to disconnect the phone and TV in June 2022.  However, notation on 01/22/23 states he is calling in regarding the price increase at which time it is noted that he had previously requested the phone and TV service be disconnected.
  Ziply Fiber has no record of ****************** requesting not to be placed on promotional pricing.
  Ziply Fiber advises customer are not forced to sign up for paperless billing and/or auto pay.  If a customer chooses not to sign up for these services, they would be billed a $3 paper statement monthly fee and/or a $3 payment processing fee per month.
  Ziply Fiber advises when promotional discounts expire this does cause the bill to increase.  However, in this instance ***************** was provided a one-month credit for the phone and TV this does reflect on the 02/19/23 bill statement.  An order was placed on 02/18/23 removing the phone and TV, this account is now an internet only account which does reflect on the 02/19/23 bill statement.
  Ziply Fiber advises when promotional prices are provided the end date reflects on the monthly statement.  When prices increase the information can be found under Customer Important Information section of the bill statement prior to the increase and the also the bill statement in which the increase reflects.
  
  
  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