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:10/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received a bill from Ziply Fiber with billing date 9/25/22 saying I owe $381.13. The account number on the billing is *********************. I have never been associated with this account number before. The bill was mailed to my billing address P O ****************************************.

  Business Response

  Date: 10/12/2022

   
  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 received a bill from Ziply Fiber for $381.13 for an account number she has never been associated with
  ****************** request the amount due be removed
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises when ****************** ported her phone service to another provider on 08/31/22, the additional services (Internet and TV) a separate (new) account was established since a disconnect request had not been received for these products.  Ziply Fiber attempted to reach ****************** and voicemails were left in regard to the new account established.
  Ziply Fiber has spoken to ******************, she states she did request the account to be completely disconnected on 09/01/22 therefore Ziply Fiber has placed the disconnect for the Internet/TV account and credited this down to zero in this instance.  The original account ****************** ported out, the credit balance will be refunded in 2 to 3 bill cycles and ****************** has been advised
  
  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: 10/12/2022

   
  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:10/04/2022

  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.

  I will summarize the best that I can about what is going on with my account and the inability of your customer service to resolve this issue.I had someone coming to my door around February and offering me internet service for 2 months free. I said OK, I would like to test it. The installation was never finished. The cable is hanging in my ********* believe that I plugged in on the first day and then I stopped using it. I started receiving bills, even though I never used the service. I called several times to resolve the issue but now my account went to a collection agency.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  Thank you for referring the complaint of *********************************** to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  A Ziply Fiber door to door sales agent offered ******************** free internet for two months.
  The Ziply Fiber internet installation was not completed.
  ******************** began receiving bills from Ziply Fiber even though he didnt use it and had unplugged it after the first day.
  ********************** unpaid Ziply Fiber account has gone to a collection agency.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ******************** had service installed on 2/13/22 with a two-month free data promotion.
  Order records confirm the data service was installed successfully and functioned as expected.
  Ziply Fiber records do not show that ******************** made contact to request his data service be disconnected so it continued to bill.
  Ziply Fiber provided ******************** past due notices and a pre-write off letter prior to reporting it to a collection agency.
  Ziply Fiber advises that as a one-time courtesy credit has been applied to the account and the remaining balance of $198 (equal to three months of service fees) is valid.
  
  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: 10/24/2022

   
  Complaint: 18166272
  
  I am rejecting this response because: Did you ever see the pictures that I posted with the cable hanging in my garage? Should I accept this when the install was never finished? Did you check my usage before making allegations that I was using the internet service? I probably connected the cable for 2 days only before deciding to wait for the tech to come back and finish the install. You have a terrible customer service and the way I see there are only 2 options here: 1- You agree with the low standards of your installs and don't care when customers complain about it, or 2- You want to force me to pay for something even when I showed you the the install was never finished and services not used. I know that everybody needs to make money, but in this situation, or you are completely dishonest or got some very bad information about the case. No, I will not accept this resolution and I 100% refuse to pay for something that I did not use. Do you have any documents where I signed an agreement? I never even logged in to my account online ever. Please send me a debt validation to ************************************************************** 97229.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/28/2022

  
  Thank you for referring the additional concerns of *********************************** to our office for review.
  
  The additional concerns state:
  Ziply Fiber never completed the data installation.
  ******************** never used the Ziply Fiber data service, and we should be able to see that information.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Per the 10/24/22 BBB response the order records confirm the data service was installed successfully and functioned as expected.
  Ziply Fiber advises that we do not track data usage.
  Ziply Fibers position remains the same.
  
  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: 11/02/2022

   
  Complaint: 18166272
  
  I am rejecting this response because:

  If you show me any paperwork / contract that I signed, I will agree with you and close the case. This looks like a scam. The service was never installed, I never used and now I have to pay. Shame on you!!! Show me the contract.

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

  Business Response

  Date: 11/08/2022

  
  Thank you for referring the additional concerns of *********************************** to our office for review.
  
  The additional concerns state:
  ******************** is asking for a copy of the contract he signed.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber doesnt require our subscribers to sign a contract.
  Ziply Fiber advises that no new information has been provided to warrant a deviation from our original response. The charges are valid.
  
  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: 11/16/2022

   
  Complaint: 18166272
  
  You guys are so dishonest. I filed a law suit against Ziply yesterday. I already got someone to serve your agent. Tell this BS to the judge. See you in court.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/04/2022

  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.

  on 9/8/22 my internet and phone went off line due to a cut line. I had my internet service cancelled this date and had to keep my phone active(even with no service) to allow me to port the number to my new supplier. They sent an email stating that my new bill would be around ***** dollars. My new bill came out and states I own 113 dollars and is due on 10/7/22. Charging me for internet service from 9/13-22 through 10/12/22 (which i do not have) I have made repeated attempts to get this corrected and this has resulted in a credit of around ***** dollars and they demand payment of 68 dollars or it will be reported to the credit bureau. The porting of the phone number is now complete and they told me they would adjust the bill to around *************************************************************************************** the amount stated of 68 dollars or it will be reported.

  Business Response

  Date: 10/18/2022

  Thank you for referring the complaint of *************************** to our office for review. We appreciate ********************** bringing this matter to our attention. 
  
  The complaints states:
  ********************** states his internet stopped working on 9/8/22 due to a cut line. 
  ********************** states he requested his internet canceled 9/8/22 but had to keep his phone active to allow him to port the number to a new supplier. 
  ********************** states he received an email stating his new bill would be around $43.56 but when he received his bill it stated he owed $113.00 due 10/7/22. 
  ********************** states he was charged for internet from 9/13/22 through 10/12/22 even though he did not have internet. 
  ********************** states hes made several attempts to get this corrected and has received a credit of $45.07 but Ziply Fiber states he still owes $68.00 and if he doesnt pay it will be reported to collections. 
  ********************** states the porting is complete and he was advised they would adjust the bill to around $29.00
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ********************** contacted Ziply Fiber on 9/8/22 advising of internet service issues and slow speeds.  ********************** was offered a technician visit and free month of service but declined requesting his internet removed, advising he wanted to keep the phone.
  Ziply Fiber records show an order was placed to remove Mr. ********** internet service on 9/8/22 with a due date of 9/12/22, this generated a confirmation email estimating the next bill at $43.56 for phone only.   
  Ziply Fiber advises that any changes made mid cycle do not reflect until the following bill cycle.  Mr. ********* bill generates on the 13th of the month and the order to remove the internet did not post until after the 9/13/22 bill had already generated so the removal of internet did not reflect on this statement. As a result, ******************** was billed for both phone and internet in the amount of $113.07. The prorated credit for removing the internet back to 9/12/22 would not reflect until the 10/13/22 bill statement. 
  Account records show that in addition to the automated credits to be applied in October, manual credits were issued on 9/30/22 and 10/3/22 totaling $45.07 off the past due and $38.97 that was to be applied to the current charges on the October bill statement leaving a balance of $29.03 before the October bill generated. 
  Account records show the phone service was ported to another provider on 10/3/22 disconnecting the service with Ziply Fiber. The final 10/13/22 bill reflected both the manual credits and automated credits leaving a credit balance of $44.62 which will be refunded in 2-3 billing statements via a prepaid MasterCard by NorthLane Technologies/Wirecard. 
  
  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:10/03/2022

  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.

  This will be possibly the 3rd or 4th complaint against Ziply Fiber that I have made.Approximately a week ago, I contacted Ziply Fiber regarding "wire" that was needed to replace the old existing wire for my internet service. I was informed that a tech ticket had been made and to expect a tech to be at my house on Sept 30th. I'd like to take the time to point out, I am a disabled veteran 50% and this company is now telling me I have to dig my own trench which will be approximately 45-60yrds from the corner of my house to their service pole in my cul-de-sac. Me..I can barely stand for 4hrs and I have to dig a trench. Never mind renting equipment from a town an hour away just to get it to my house and back which will run approx. $330 or more. I have to dig across my property line to my neighbors because of the brush and trees. I installed a water 45 gray water line and it nearly put me on my back for a week. This is how Ziply treats it's rural customers. Not only do they make you work for them, they don't bother showing up when you are told they will. I called today, and was told, "There's no ticket history".. oh well h*** that's pretty convenient. To top it off... I have no idea where the old line leaving my house goes. But, I'm suppose to I guess know since I'll have to work for Ziply digging my own trench. I just hope their ready for my service bill when I send it to my lawyer for her to send it to them for the digging. The wire replacement is their cost I suppose when they should be doing ALL THE WORK. Like me telling the power company I want power and they telling me I have to dig the holes for the power poles. What complete and utter stupidity.

  Business Response

  Date: 10/20/2022

  October 20, 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 expecting a Ziply Fiber technician at his home on 9/30/22 to address an internet wire that needed to be replaced.
  ******************** is required to dig a trench before Ziply Fiber will replace his internet lines.
  ******************** does not know where the old Ziply Fiber lines are coming from his home or where to dig the ******.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show that on 9/27/22 ******************** called technical support to report a data outage and reiterated that his internet lines needed to be replaced. The agent created a maintenance ticket with a 9/30/22 due date to address the issues. Due to an area wide issue the ticket was added to the common cause outage and completed when that outage was resolved.
  Ziply Fiber advises that although we provide the cable/conduit, it is the homeowners responsibility to provide a path (trench) on private property.
  Ziply Fiber advises that calling 811 before digging is required and would provide ******************** the location of underground utilities.
  
  We trust that this information will assist in closing this complaint and apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18162424
  
  I am rejecting this response because: I am not a ziply fiber employee and should not be digging anything that "Ziply wire" is going into.  I am not a contractor with knowledge of how deep the trench should be.  I have no idea how long said trench should be.  Ziply however has the persons with such knowledge and experience in identifying underground wires/leads.  They do have the equipment to conduct such trenching.   If Ziply refueses.  I will only be in need of internet services from them for less than a year as Charter Spectrum in laying cables in my area and will not only provide service for others in my area but have agreed to trench new service lines for me.  So Ziply's days of having a monopoly in this area are numbered.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/01/2022

  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 9/3/22 12:30pm PST Ziply Supervisor *** employee ID ******* advised CS rep **** Employee ID **** to remove the $3 payment processing feel permanently. Ticket number REQ134203 was opened to remove fee and today I go online and I see that the fee still shows on my account. I would like this fee to be removed as they advised me they would.

  Business Response

  Date: 10/07/2022

  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:
  On 9/3/22 ******************** was advised that the $3 monthly payment processing fee would be permanently removed from her Ziply Fiber account.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that the advertised rate package that ******************** subscribes to requires paperless billing and auto pay. Consumers are advised in the plan details section online at ziplyfiber.com.
  Ziply Fiber advises that consumers who opt out of the autopay are charged a $3.00 payment processing fee and consumers who opt out of paperless billing are charged a $3.00 paper statement fee. We apologize if ******************** was given incorrect information regarding the ability to remove this fee.
  
  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:09/30/2022

  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 tried to cancel my account with Ziply Fiber back in April. I got billed for service in May and June, so when I went to call and see what was going on I was informed that while I was told my service was disconnected they didn't actually disconnect it. Once I finally got confirmation that my account was canceled. I was told I would receive a check in about 2-3 months for $140 (two bills of $60, plus $20 for a prorated amount I was charged). I was also given a reference number of #S-79770261. It has now been 2-3 months and I still haven't received my refund. When I called Ziply after 2-3 months and I still hadn't received anything, I was told they sent my account to a collections agency, and they should be sending me my money. I called the collections agency Ziply gave me, and they had no idea what I was talking about. They said they didn't issue checks, and there was nothing under my name/with an account number that ********************** gave me. I called Ziply back and they told me they have no idea where my money is, and there's nothing more they can do because they wrote off the account and it's closed. After refusing to take that as answer I was transferred over 4 times to incorrect departments, and finally told that no supervisors were available, but someone would call me later that day. That was yesterday and I still haven't received a call back.So, in short, Ziply lied about canceling my account in April and continued to charge meWhen I called to see what was going on they said they were issuing a refund checkWhen that check didn't arrive they said "oh well, there's nothing more we can do" and have continuously made me jump through hoops and go through the ringer.

  Business Response

  Date: 10/14/2022

  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 tried to cancel her account with Ziply Fiber back in April.
  ******************** states she was billed for service in May and June and was advised the service was not disconnected as requested. 
  ******************** states once it was confirmed her account was disconnected, she was advised shed receive a refund in 2-3 months totaling $140.00 for two bills of $60.00 and partial credit of $20.00.
  ******************** states she has not received a refund and was advised the account was written off and there was nothing more that could be done. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ******************** contacted Ziply Fiber multiple times advising she had requested her service canceled on 4/24/22 however the disconnect order did not go through until 6/9/22. 
  Ziply Fiber records show that during these contacts, ******************** was offered credit for both her May and June bill statements, the April bill statement was valid. 
  Ziply Fiber records show ******************** was billed $60.00 for the 5/5/22 statement which was paid by her on 5/31/22. 
  Account records show Ziply Fiber provided a credit of $60.00 that was applied towards the final 6/5/22 bill statement charges totaling $80.00, leaving a balance of $20.00 which was subsequently credited on 6/10/22 covering the full June charges billed. ******************** did not pay the June bill charges so would not be due a refund of those.
  ******************** was due credit and a refund of $60.00 for the May bill charges that were paid, however in this instance, she was provided credit of $60.00 for the May bill plus an additional duplicate credit of $80.00 for the June bill that was previously credited in full by Ziply Fiber. 
  In this instance, the total credit of $140.00 which includes the $80.00 overage credit was provided as a refund to ********************. The refund was processed on 9/30/22 and takes **** days business days to receive.
  
  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: 10/14/2022

   
  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:09/21/2022

  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.

  Around May of 2022, I took a closer look at our billing statement. I noticed a line item for 4 Wifi-Extenders at $5 per unit, for a total of $20. We have never had Ziply wifi extenders, yet we have been getting billed regularly for these since the beginning of service from Ziply. I called Ziply CS in May 2022 to discuss this billing issue. I was told they would look into it, and they requested I call back the following week for an update. I admit I forgot to call them back, but it should be noted that the erroneous billing practice continued after pointing out their billing error. I called Ziply again in early September, and received the same spiel: I will send this to my management team leader and please call back in 1 week for a follow up.I then called Ziply 2 weeks later and spoke with an individual who offered the exact same solution, and said the best they could offer was $72 credit for the previous 3 months. I also offered an equitable solution of reducing the monthly bill by an amount that would effectively cancel out the overbilled amount over the next 12 months. However, that solution was not within the purview of that employee. More surprisingly, when I asked to speak to their supervisor, or any other employee with more responsibility than them, their answer was also effectively no.The total dollar amount from the attached screenshots is 13 x $20 = $260. Since this amount exceeds the amount of the current monthly billing statement, I also request any late fees be waived or refunded, since we have overpaid the current amount due. We began Ziply services in December 2020. We added the business account (2nd DSL line) in April 2021. Therefore, I assume that December 2020 - April 2021 the overcharged amount is $40; May 2021 - August 2021 is $80. I still need to locate the older paper statements prior to August 2021 to calculate the proper amount of undesired charges for equipment that was never provided. The total refund request is $340 plus any fees.

  Business Response

  Date: 10/10/2022

  Thank you for referring the complaint of ******************************* regarding the business account Rosehill Manor to our office for review. We appreciate ********************** bringing this matter to our attention. 
  
  The complaints states:
  ********************** states he began service in December 2020 and added a second DSL line in April 2021. 
  ********************** states around May 2022 he reviewed his bill statement and noticed a line item for (4) Wi-Fi extenders at $5.00 per unit for a total of $20.00. 
  ********************** states he has never had Ziply Wi-Fi extenders but has been getting billed regularly for these since the beginning of service with Ziply. 
  ********************** states he called customer service in May 2022 and was advised to call back for an update which he forgot but the erroneous billing continued despite pointing out the billing error. 
  ********************** states he called in September and was advised again to follow ** in a week.  ********************** states he called back and was offered $72.00 in credit for the previous 3 months only. ********************** states he requested an equitable solution where his bill was reduced by $20.00 over the next 12 months but was advised that the agent was unable to do that.
  ********************** wants credit totaling $340.00 for all Wi-Fi extender charges billed since the account was established and credit for late fees. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the standalone internet account was originally a residential service established under *********************** on 12/22/20 for one DSL service which included a router and (2) Wi-Fi extenders. 
  Technician notations at the time of install from 12/22/20 advise that the service was up and running correctly and included (2) Wi-Fi extenders which billed correctly. 
  Account records show ********************** contacted Ziply Fiber in August of 2021 and requested a second internet connection added and the account changed to a business account under Rosehill Manor.  According to the contact record, the agent discussed and quoted upgraded internet speed for both lines, a second internet connection with (2) additional Wi-Fi extenders and multidevice security at a month-to-month rate.  The total rate quote for all services combined was $140.00 and the service rate billed was $135.99 + tax and fees totaling $139 and change as quoted. 
  Account records show ********************** contacted Ziply Fiber on 6/3/22 disputing the Wi-Fi extender charge on the bill, stating he did not have that kind of equipment. Account records show no action was taken on the account until ********************** contacted Ziply Fiber on 9/6/22 at which time an order was placed to remove the Wi-Fi extenders from the account. 
  Account records show during a follow up contact on 9/19/22, ********************** was offered credit back to 6/3/22 when he initially disputed the charges which he declined advising he wanted a year of credit. Ziply Fiber advises there is no lower rate available for the service ********************** currently subscribes to. 
  According to both the residential and business terms of service, You agree that it is your responsibility to report to Ziply Fiber billing errors within 30 days from your receipt of the bill so that service levels and all payments can be verified. If not reported within 30 days, you agree that all such billing errors are waived. ********************** did not report any billing error from the time the account was established until 6/3/22, so credit in the amount of $340.00 back to the date the account was established is not warranted. 
  Ziply Fiber will provide credit for the Wi-Fi extenders from the time ********************** called on 6/3/22 to dispute the charges until they were removed on 9/6/22 in the amount of $63.33 and in this instance, as a compromise, will provide an additional 3 months of courtesy credit in the amount of $60.00. ********************** has not been billed any late fees. Credits totaling $123.33 will reflect on the 10/23/22 bill statement. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ********************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:09/20/2022

  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.

  We recently moved and requested to have our service disconnected as of 9/21. We have contacted the customer service number (apparently a call center overseas) at least 3 times in the past 3 days and have been given multiple excuses ranging from having system problems, needing approval from a supervisor, to telling me to wait another 24 hours, etc. Etc. I have engaged in at least two chat sessions with the customer service people only be informed that they are unauthorized to cancel my account. They saw to keep checking the online account but it has not shown as canceled. The following is the latest transcript of what I sent to your customer service chat. Please help us to get our service cancelled. -I demand you cancel our internet service on 9/21 and mail me the final bill. I have tried talking to your customer service reps in your call centers overseas twice and have been given the run around. One person claimed they were having system problems and he would turn it over to another department and I would hear back by the end of the day with a confirmation code. I never did. I then called you customer again and that person told me that the cancellation had to be approved by their supervisor and I would have to check on my account in 24 hours. I remind you that we are not under any contract so this should not be a problem to cancel. Any assistance would be appreciated. We have never experienced a situation like this where there is no clear way to cancel service. My husband has been dealing with this and he is at his wits end. Account: 208-634-1168-051518-8 Service Address:57 ****************************************************** Billing Address:4409 ************************************************************************

  Business Response

  Date: 10/06/2022

  Ziply Fiber
  
  Thank you for referring the complaint of ****** and ******************* to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  According to the complaint:
  **************** made several attempts to cancel his Ziply Fiber internet service but was given the run around by the agents he spoke to.
  **************** is requesting his Ziply Fiber account be cancelled effective 9/21/22.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that **************** requested his internet be disconnected effective September 21, 2022. A system issue prevented the order from being placed by the agent(s) and required manual intervention to process.
  Ziply Fiber advises that the ************ account was cancelled on September 23, 2022 (confirmation #********).
  Ziply Fiber advises that the remaining balance of $44.99 that reflected on the September 18, 2022 statement has been removed and there is no balance owing at this time.
  
  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: 10/06/2022

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

   

  I am glad that the BBB is here to help.   We were shocked at the effort required to shut down our account and hope that ziply has changed their business practices going forward. 

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

• Initial Complaint

  Date:09/20/2022

  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.

  I set up an account with Ziply fiber to establish internet service on a new address. They never showed up to the set install window. Because of this we decided to use another provider. So we have never had service with Ziply. After 4 phone calls and time wasted approx 2 hrs in the phone we still have no resolution. They continue to bill me and claim our current balance to be $304. We have never received service from them and have no equipment from them. Multiple managers have not been able to resolve our problem. Poor costumer service, long hold times and now a possible small claims case.

  Business Response

  Date: 09/28/2022

  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 set up an account with Ziply Fiber to install internet at a new address, they did not show up during the scheduled install, so they went with another provider. 
  ******************** states she has contacted Ziply Fiber multiple times but continues to get billed by Ziply Fiber even though she has never had service. 
  ******************** states Ziply Fiber shows an outstanding balance of $304.00 
  ******************** wants credit and a correction to her credit report.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show an order was issued for internet only with no router selected on 5/12/22 and the order completed on 5/16/22 without a dispatch to Ms. ********* home.
  Ziply Fiber records show ******************** contacted Ziply Fiber on 5/27/22 advising she did need a router installed. ******************** was advised Ziply Fiber could send a technician however she declined and requested the service cancelled instead.  
  Ziply Fiber account notations advise ******************** was transferred from technical support to customer service to cancel the account however there is no record of a cancellation request being placed with customer service that day.
  Account records show the account continued to bill until it was suspended for non-payment on 8/2/22 and had an outstanding balance of $304.87
  Account records show ******************** called on 8/15/22 and again on 8/30/22 advising she never had service and a disconnect order was placed.
  Ziply Fiber did credit the account balance of $304.87 in full on 9/20/22. This account is closed and has a zero balance.  The account did not go to outside collections. 
  
  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:09/19/2022

  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.

  In May of 2022 I had requested services from Ziply Fiber. A tech was sent to my apartment complex where he told me that my internet would not work there and he did not recommend I get it installed. I called the following day to let them know that I was no longer interested in getting their services and that I would like to cancel my account. They had told me that it was canceled they sent me a confirmation email about the cancellation and I thought I was done. In June, the following month, I received a bill saying that I owed a month of service, I called customer service and told them that I never got their services installed and didn't understand why I was getting billed, they let me know that it was a mistake on their end but that they were going to get it fixed and told me not to worry. They told me my account had been closed and I could discard the bill. In July I receive yet another bill, stating I was behind one month and owed for the month of July, I owed 2 months total. I called customer service again and they told me the same thing, that my account had been closed and I could discard of the bill. In August, I receive another bill, now stating that I was behind 2 months plus the current month of August. A total of 3 months worth of service. The bill also stated that if I do not pay what is owed that they would send me to collections. I call customer service again for the 4th time, asking for them to please close my account and to not send it to collections. They tell me not to worry that they canceled my account and I should be good now. Last week I received a letter from the collection agency asking me to pay for the 3 months that was owed to Ziply. I would like for them to please contact the collection agency and fix this issue and any consequences this had on my credit score and credit report.

  Business Response

  Date: 10/04/2022

  Thank you for referring the complaint of ************************* to our office for review. We appreciate ****************** bringing this matter to our attention. 
  
  The complaints states:
  ****************** states in May of 2022 she requested internet service from Ziply Fiber. 
  ****************** states a technician was sent to her apartment and advised the internet would not work there and he did not recommend getting it installed. 
  ****************** states she called Ziply Fiber and requested the service cancelled. 
  ****************** states she was advised the service was cancelled and was sent a confirmation email. 
  ****************** states in June of 2022 she received a bill for a month of service. ****************** contacted Ziply Fiber and was advised to disregard the bill 
  ****************** states she has continued to receive bills for past due and current charges and has received a collection notice and contact from the collection agency requesting payment of three months of service. 
  ****************** wants the account cancelled, the balance credited and removed from the collection agency as well as any correction to her credit report. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** set up a new service order for internet with an original due date of 4/14/22 that shows completed that day.  
  Account records show Ziply Fiber contacted ****************** on 4/19/22 to verify her service was working and she advised at that time that no one came to install the service. Records show the agent transferred ****************** to technical support to put in a trouble ticket to dispatch a technician to complete the installation. 
  Ziply Fiber records show a technician was dispatched on 4/22/22 and advised they were unable to provide the 18/1M service speed on the order due to the outdated wiring within the complex walls, so they did not install the service. The technician noted the install order was previously completed and advised ****************** to contact customer service to disconnect the account. 
  Account record shows ****************** was contacted on 4/25/22 and she confirmed a technician did come out to finish the installation however he advised that speeds of up to 6M were the fastest available, so ****************** declined the install and requested the service order cancelled.  
  Account records show the account was not disconnected on 4/25/22 as requested so the service continued to bill for ****** May, and June until it was disconnected on 6/25/22 which is the date reflected on the cancellation confirmation.  The account balance of $126.41 was written off on 8/24/22 and a sent to an outside collection agency. 
  Ziply Fiber agrees the installation order was not complete. Ziply Fiber has confirmed the service is disconnected, the written off balance of $126.41 has been credited to zero and the collection agency notified. ****************** credit has not been affected. 
  
  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