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:01/20/2023

  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.

  On December 16 2022 I called for a complete disconnect of my internet service on January 10th 2023. I was charged a full month of January. I called customer service to inquire when I would get a revised bill with credit. The representative informed me I would have to pay the full amount for Service I did not have. I am greatly disappointed with Ziply on their billing procedures and charging when service not given

  Business Response

  Date: 02/03/2023

  February 3, 2022
  
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** was billed for an additional month after disconnecting her Ziply Fiber data service.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that **************** cancelled her data service on the same day the new bill cycled causing the additional month to bill.
  Please disregard the 2/1/23 statement that shows a balance owing of $73.18. That amount has been removed and no additional money is owed at this time.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:01/19/2023

  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.

  Hi, I tried to cancel my service on 12/12 but I was told that I had to call to cancel. I was also told through chat that my bill would be protated and adjusted based on when service was ending. When I called they either lied or misled me by 1) not canceling my service that day and 2) told me that I could not get my bill prorated. I had to call back the next day and they finally cancelled my service on 12/14. I have attached the chat transcripts where they specifically told me they would prorate the amount after cancelling. I would like my bill to reflect the prorated amount that I was promised at reflect the initial call date of 12/12.

  Business Response

  Date: 01/20/2023

  Thank you for referring the complaint from ***************************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  ******************** states he tried to cancel his service on 12/12/22 further stating he was told he would have to call customer service to cancel the service.  **************** did then call in and requested the service to be disconnected and then called again the following day, the service was then disconnected on 12/14/22
  **************** states he was advised through chat that his bill would be prorated and adjusted based on when the service ended, when he called in he was advised he would not get a prorated for services unused.
  ******************** would like the bill prorated as promised on the initial call dated 12/12/22.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show **************** did call in to disconnect his Ziply Fiber account on 12/12/22 and an order was placed disconnecting the service, however the due date selected was at the end of the billing cycle 12/31/22.  **************** called back in the following date and the order was updated with a disconnect date of 12/14/22
  Ziply Fiber apologized **************** was provided incorrect information via chat.  However, in reviewing the call requesting the disconnection from 12/12/22 **************** was advised Ziply Fiber does bill through the end of the bill cycle and there would not be any prorated credit.  Also, the call was reviewed from the following day 12/13/22 when **************** called back in, the disconnection date was updated to 12/14/22, ******************** was advised again the internet bills through the end of the bill cycle therefore there would be no prorated credit provided which is correct.
  Ziply Fiber advises on both calls reviewed 12/12/22 and 12/13/22 **************** was provided correct information, the internet service bills through the end of the bill cycle which is also outlined on each monthly bill statement under the terms of service which states:  Ziply Fibers TV and ******** services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or ******** service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Ziply Fiber billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions.  By using or paying for Ziply Fiber service, you are agreeing to these Terms.  The charges are valid and are for services from 12/02/22 through 01/01/23 end of cycle billing.
  
  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:01/17/2023

  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 tried to disconnect from their services today, the date today is 1/17 and my last bill cycle according to them is 1/15. They charged me for services for an extra full month since i am disconnecting after my bill cycle on 1/15, so i have to pay another 60$ for a full month even though this is the first opportunity to request cancellation as the bill cycle was on a weekend.

  Business Response

  Date: 01/27/2023

  January 27, 2023
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** was billed for an additional month after cancelling his Ziply Fiber data service.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that although the monthly statements show that no adjustments are provided for previously billed service when cancelling, a onetime courtesy credit for the balance owing has been applied and the pending payment was cancelled. The account balance is now a zero.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:01/17/2023

  Type:Order 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.

  Not sending bill. Canceling my auto payment and then allowing me to get charged late fees because of their system mess. Same thing over the course of a year.

  Business Response

  Date: 01/24/2023

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  
  ************** states he is not receiving his Ziply Fiber monthly statements and cancelled his auto pay, causing a late fee to be assessed to his account.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the account has been updated requesting monthly bill statements be mailed out and is not on auto pay.  In this instance the $10.00 late fee was credited.  Records show the balance currently is $0.00 and the next bill statement will generate on 02/01/23.
  
  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:01/16/2023

  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.

  Ziply Fiber- July 2021 - ******** Requested upgrade from 50/50 to 200/200 service July 2021. (******** not informed by ********************** **************** for the need of new supporting equiptment to support 200/200 services. No appointment made).August 2021 - December 2022. Cusyomer recieves statements showing 200/200 services charge.Statement fees paid by customer, faithfully.July 2021 - December 2022 ******** consistently experiencing dropped and/or interrupted internet services.December 2022 ******** contacts ********************** to share continued service interuption issues.Ziply Fiber states customer has been paying for 200/200 services since July 2021 but has only been receiving 50/50 service because initial equiptment customer has does not support 200/*********************************** offers customer equiptment upgrade appointment between 1 and 5pm December 30th, 2022 (over charge credit to follow per Ziply **************** Agent). December 30th, 2022. Technician does not show up for appointment nor calls.******** calls ********************** for answers.******** informed by ********************** - "appointment" was only a request for technician (a.k.a "common cause") - not an official appointment. Agent would follow up with customer following holiday weekend.January 4th, 2023 - Ziply Fiber agent follows up with customer offering only 1 month comp. ******** requests manager. ******** spoke with ********************** manager and he told customer they are at fault. ******** should have informed ********************** in July 2021, upon request for upgraded services, that they did not have supporting equiptment for 200/200 services and would need an appointment. (How is customer to know they needed new equiptment?)Ziply manager informs customer they will not recieve overcharge credit for overpayment of past 18 months (statements proving payment of 200/200 and initial equiptment proving 50/50) because customer did not know that they needed equiptment upgrade upon request of new services July 2021. Ziply Manger comps one month services and sets up to cancel ********s services February 3rd, 2023. ******** issue unresolved and ********************** continues to withhold overcharge fees from Ziply Fiber customer.

  Business Response

  Date: 01/24/2023

  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 requested to upgrade her internet service from 50 M to 200 M in July 2021, no technician came out. 
  ******************** states when she contacted Ziply Fiber in December she was then advised she would need new supporting equipment in order to obtain speeds of 200M. 
  ******************** states due to drops and interruptions in service an appointment was made for 12/30/22 but no one came out or called her.  When ******************** contacted Ziply Fiber she states she was advised it was a common cause and she would receive a follow up call after the holidays.
  ****************** states she did receive a follow up call and was offered a one month compensation since she was billed for the 200 M speed and was not receiving it.  ******************** then requested a manager and was offered and provided a one month credit, and advised by the manager that there are no reports received of speed issues prior to December 2022.
  ******************** states she would like credit for the overpayment for the last 18 months.
  ******************** has requested the service be cancelled on 02/03/23.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises  an order was placed 07/10/21 upgrading the service from 50 M to 200 M.
  Ziply Fiber records show ******************** is using a personal router which prevents Ziply Fiber from testing to the device to confirm speed.
  Ziply Fiber records do not show any prior reports of trouble with the internet reported until December 2022.
  Ziply Fiber records show ******************** received a credit on 01/04/23 which reflected on her 01/04/23 bill statement.  Ziply Fiber has no prior reports of trouble reported.  Ziply Fiber does recommend reporting trouble as it occurs this allows us to repair any issues located.
  Ziply Fiber advises the 50 M internet price after the promotional pricing is the same monthly rate that ******************** is currently paying for with the 200 M service after the promotional pricing ended.  There is no additional credit that will be provided.
  Ziply Fiber records do show a pending order to disconnect the service has been placed with a due date of 02/03/23
  
  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: 01/28/2023

   
  Complaint: 18816277
  
  I am rejecting this response because:
  I am NOT using a personal router, as suggested by Ziply Fiber... We are using the Frontier router set up upon contract with Frontier.  Ziply Fiber assumed all responsibility of customer care and services for Frontier. Clearly the Frontier router does not support our upgraded services of  200/200 - this is where the ball was dropped.   Upon the purchase of our upgraded service with Ziply - we should have been provided with the proper router, with the customer care guidance of **********************... No guidance, questions (on ziply's account) were asked, we were not, at the time of upgrading, informed we would need an updated router to support our new upgraded services properly... Hence our interrupted, dragging, dropped, freezing service since our upgrade.    This situation is not fault of the customer, rather **********************.  Customer needs proper equiptment (per *********************** supply). 

  In addition, the fee in which I have been paying since promotions end has not been comperable to the 50/50 promotion as stated by Ziply Fiber.  There is a $20+tax fee difference per month.   Because we are not set up to properly recieve the 200/200 services, due to a lack of proper equiptment to be provided by Ziply Fiber, we are due a refund for overcharge.  It is not the responsibility of the customer to know what equiptment is needed when hired services are paid - the customer hires the company to set up and provide customer with all aspects of paid services - including equiptment set up...At no point in time did we ever change our router amidst the transfer of Frontier becoming Ziply Fiber.  So that fact that Ziply Fiber states we are using a personal router was an unauthorized change of information within their database. Poor business practices... 
  

   

  Sincerely 

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

  Business Response

  Date: 02/06/2023

  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 was overbilled since she was billed for 200 M and only received 50 M and would like to be credited for the difference.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show ******************** has been paying $60 per month since 04/04/21, when the order was placed to increase the speed ******************** received a promotional rate of $40 per month therefore paying less than the 50 M.  When the promotion ended ******************** was paying the same price.  Therefore, there is no credit due.
  Ziply Fiber records do not show any trouble tickets placed until 12/24/22 when an outage issue was resolved on 01/03/23.  ******************** then disconnected her account on 02/03/23.  Ziply Fiber has no prior reports of speed issues from ******************** and with the account disconnected we are unable to troubleshoot and resolve any speed issues she may have had.
  
  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:01/10/2023

  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.

  I am not receiving the internet service that I pay monthly for. When I call, they run phone tests and tell me as much and said theyd send a technician for repair. The technician hasnt showed up, despite text confirmation on multiple occasions. Then someone from ****** on another country calls to see if I still need the appt and tells me theyve worked on my internet and its fixed, but it is not, I tell them I need my appt and they agree. I cannot get anyone to fix my internet that I am paying $100 monthly for. They say they escalate to a supervisor with no response. I made contact via ******** messager with someone supposedly local who promised response, but still no response. I am paying for a service that I am not being provided.

  Business Response

  Date: 01/16/2023

  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 was advised a technician would be dispatched but he has not shown up, further stating she received a call advising the issue was resolved when it was not.
  ****************** states she is paying $100 a month for service that she is not receiving.
  ****************** states via ******** messenger someone local was to call her back, at this time she has not received a call back.
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show a trouble ticket placed 01/03/23 for a commit of 01/09/23 regarding a slow connection and frequent disconnect this was cancelled in error instead of updated for a technician dispatch. Another trouble ticket was placed on 01/09/23 the tech notes state:  Replaced router and the ticket was completed on 01/11/23. The prior reports of trouble was in 2013.
  Ziply Fiber records show ****************** subscribes to both phone and internet service.  Records do show a credit was provided on 01/11/23 which will reflect on the 01/25/23 bill statement.
  Ziply Fiber records do not show any remarks regarding a call back.
  
  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: 01/17/2023

  I have received a resolution of my complaint. I was able to reach a costumer service rep on ******** and escalate the issue, A tech from Ziply came out to my home and serviced my internet. Here is my claim number ********. Thank you, *****************************
  
  

  
  

• Initial Complaint

  Date:01/07/2023

  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.

  The service provided by this organization, 1 Giga speed Internet over what used to be ******* Fiber, at a cost in excess of $94/month, degraded drastically such that internet speed was consistently less than 30 Mbs download speed and less than 0.1 Mbs upload speed over a period of seven days. *************** implies a fair expectation that something close to **** Mbs will be provided. 30 Mbs and 0.1 Mbs are so far off from this level of service, DSL would have been a more functional service. I mean this is really bad from a technical perspective no matter how much Ziply decries speed guarantees. I made several attempts to work with technical support to rectify the situation, but most engagements were either truncated or the problem was not solved. I finally decided I had had enough and switched service providers. Attitudes have definitely become more strident and less customer-oriented. When I called to cancel, on 01/06/2023, the service representative asserted that their service was an unregulated one and would therefore bill me for the entire month rather than prorate billing only for the days of service used, making me pay effectively for 2/3 of the month after the date of cancellation for services never provided. I have yet to confirm whether this is true and still might take Ziply to small claims court. But nonetheless, I noted to the customer service rep that being that greedy with a customer displeased with the company would only further disincentivize the customer from every wanting a future business relationship with Ziply. She indicated that this policy was discretionary on her part. I am disappointed to say the least. Not only did Ziply not provide a service at a level that met my expectations relative to the money I was spending, but they tried to gauge me for a full final payment rather than doing the right thing by the customer.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The complaints states:
  ********************** cancelled his Ziply Fiber internet because he experienced intermittent speed and connectivity issues with the service.
  When cancelling his account, ********************** was advised that Ziply Fiber doesnt pro-rate non-regulated services so he would owe for the entire month.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Ziply Fibers equipment, among other things.
  Ziply Fibers Terms of Service and monthly statements advise that when canceling, no partial month credits or refunds will be provided for previously billed service subscriptions. Although ********************** declined our agents offer to pro-rate the charges, a credit for the $93 balance owing has been applied. This adjustment will reflect on the 2/2/23 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: 01/31/2023

   
  Complaint: 18701563
  
  I am rejecting this response because:
  
  I am writing in response to the business reply given to me by Ziply Fiber Senior ************************** on January 20th, 2023 for BBB Complaint ID ********.
  
  I appreciate Ziply's good faith efforts to resolve this issue.  Ziply representatives wrote: "Ziply Fibers Terms of Service and monthly statements advise that when canceling, no partial month credits or refunds will be provided for previously billed service subscriptions. Although x** declined our agents offer to pro-rate the charges, a credit for the $93 balance owing has been applied."
  
  I appreciate the credit of $93, but I'd like to clarify my issue because I was not asking for a refund of $93, nor for a proration of the current month when my service was disconnected.  At the time, it was a previously paid subscription, and only considered a "previously billed service subscription" in the sense the next bill was automatically generated after I paid the bill for the current cycle just days before.  The sneaky parsing of terms certainly makes one wonder if more regulation should be considered?
  
  My issue with Ziply is that the customer service representative had the power to prorate my account but decided to act punitively, for whatever reason, including the possibility she just didn't like me or my tone.  Buyer beware.
  
  Thank you,
  

  
  

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

• Initial Complaint

  Date:12/31/2022

  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.

  We have had landline phone service at our home for 30 years there is no cell service here nor wifi calling thru ziply Fibre. That makes the landline a pretty critical necessity. On Dec 26th I called Ziply to disconnect the voice-mail service they had just changed because it didn't work and I no longer needed it. I told them to make sure they didn't disconnect our phone service but within 24 hours our phone no longer works. No dial tone just dead. They have promised a tech repair man would be out numerous times tho this is an internal problem their customer service and techs are not trained to fix problems only create them. It is now Dec 31st no repair person no email they can't call with no phone service. It is probably a simple fix something was done wrong and needs to be corrected but I have to drive 10 miles to cell service sit on hold an hour just to find out if ziply ever will do anything. People have car accidents medical emergencies and we have no phone. How do we call out how do people call us? This is very unsafe. Never dealt with such incompetent people in my life.

  Business Response

  Date: 01/10/2023

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states on December 26, 2022 he contacted Ziply Fiber to remove the voicemail service and his phone service was disconnected, and there is no cell coverage where he is located.
  ************** states December 31, 222 he has not received any updates and the phone service is still out.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show an order to remove the voicemail service placed on December 27, 2022 which completed December 28, 2022
  Ziply Fiber records show 2 trouble tickets created on December 29, 2022 however the tickets were not properly routed therefore no technician was dispatched, these were then cancelled.  Another trouble ticket was created on December 31, 2022 which completed and confirmed working on January 4, ****************************************************** error due to recent order activity.  Time out of service credit was issued on January 4, 2023 which will reflect on the January 16, 2023 bill statement.  Ziply Fiber apologized for the error that occurred and the delay in resolving the issue.
  
  
  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: 01/11/2023

   
  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:12/30/2022

  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.

  Called about my line being done. Was told, we will send out a tech. A day later no result. Called again, no work order. Work order created for today 12-30-2022. Took 4 hrs off work to be here today for repair. Tech never showed up. Claimed they were here and repair was made and internet was repaired. Tech never showed up, although Ziply said, the tech said, repair was made. Still no service. Repair rescheduled now for 1-2-2023.

  Business Response

  Date: 01/13/2023

  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:
  ************ reported a tree had taken the Ziply Fiber cable off his home causing his data service to stop working.
  Ziply Fiber failed to arrive to repair the cable and when ************ called back there was no work order for the job.
  A Ziply Fiber technician repaired the cable but didnt connect it back to ************** home.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show that ************ reported the cable damage on 12/28/22.
  Ziply Fiber records show that a trouble ticket to repair the cable was created on 12/29/22.
  Ziply Fiber records show that on 12/30/22 a field technician noted he repaired the cable but didnt have access to the home to complete the work. The work to reconnect the cable was completed on 1/9/23.
  Ziply Fiber advised that ************ was provided adjustments totaling $81that will reflect on the 2/6/23 statement.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:12/30/2022

  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.

  12/29/2022 - Service was shut off. I had made an appointment for a tech to come out and see about moving to a streaming package upgrade. Asked them numerous times to not shut off service. I wanted to see our options before they switched anything on our account. I have been a customer for over 20+ years and have always paid my bill on time. Tonight ...my TV's all stopped working. This is terrible customer service! I called to see what was going on and was told that they couldn't do anything to turn it back on. I asked to speak to a supervisor and was put on infinite hold and kept getting "Else" coming back telling me that the supervisors were all busy and they would call back. I knew that would never happen, so i continued to hold.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Thank you for referring the complaint of ********************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  Mr. ******** television stopped working on 12/28/22 after inquiring about streaming services.
  ****************** asked to speak with a supervisor and was told they were all busy and someone would call him back.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ****************** contacted Ziply Fiber on 12/28/22 and spoke with an agent about removing the television and keeping voice and data only. The order to make this change was processed before the 12/30/22 due date resulting in the loss of video services. Records show that a technician temporarily restored the video services on 12/30/22. Additionally, ****************** was given a one-time courtesy credit of $25 that will reflect on the 1/10/23 statement.
  Ziply Fiber apologizes for any trouble ****************** may have experienced when requesting to speak with a supervisor. Coaching feedback is provided accordingly.
  
  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: 01/06/2023

   
  Complaint: 18660417
  
  I am rejecting this response because:

  The amount of time I have spent trying to call, being put on hold for hours, promises broken to try and get my service working correctly that I have paid on time every month for the past 20+ years and then to try and get my billing correct as well far exceeds a ridiculous offer of compensation in the amount of $25.  I had asked for somewhere between one month to three months credit for the agony they have subjected me and my family too. One month would have been $318.09.

  However, in looking into all the issues and trying to make sense of my past invoices I have now noticed that they have failed to give me a credit for the "Affordable Internet Credit" for my handicapped son.  I filled out all the paperwork they required, even called them once I received their email in regard to my form, I had sent in. (see attached) 

  To now learn that I have not been getting a $30 monthly credit for the past 6 months (Dated 6/14.2022) is frustrating and against the *** benefit that they are supposed to provide. 

  So that would be another $180 they owe me.

  Bring a total credit due to me in the amount of $498.09. ($318.09 + $180)

  Plus, I need to have the $30 credit to start applying to my monthly invoices moving forward.

  The lack of accountability on their part baffles me.

   

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

  Business Response

  Date: 01/24/2023

  
  Thank you for referring the additional concerns of ********************* to our office for review.
  
  The additional concerns state:
  ****************** asked for one to three months of service credit ($318.09 per month) for the agony Ziply Fiber caused him and his family endured.
  ****************** states that in June 2022 his son was approved for the FCCs Affordable Connectivity Program (***), however the monthly discount was never applied to his account.
  ****************** wants credits applied to his account for the missing *** discount of $108 and $318.09 for his poor experience with Ziply Fiber.
  
   
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that the appropriate credits have been applied and reflected on the 1/10/23 statement.
  Ziply Fiber records show that the required Terms of Service (***) for the *** discount to be applied were never accepted. Additionally, per the document ****************** provided with the BBB rebuttal, the *** application expired in August 2022.
  On 1/6/23 ****************** was advised by a Ziply Fiber Executive agent that he will need to re-apply for the ***, accept the *** and provide the agent the new *** application ID before the discounts can be added going forward.
  The *** is not a discount offered by Ziply Fiber and is given via the **** The *** application process was never completed, and no credits will be provided back to June 2022.
  
  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