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:09/19/2022

  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.

  I signed up for internet service over 6 years ago with Frontier FIOS internet that was for $54.99 regular price at speed of 500 up/500 down. After alittle over 3 years with FIOS I was informed that Ziply Fiber would be taking over the accounts and would match all the same speed and price as Frontier FIOS has been offering me. I continued with Ziply for almost 3 years now. In August I received a bill of $80, which is for the next tier of internet speed of ***** up/***** down speed. I called and asked that the bill be corrected but was informed that due to billing system upgrade that Ziply has applied to their billing systems, they no longer have the ability to apply the correct bill amount to my account, so they decided to have me pay more instead. I spoke with a manager on the phone, her name was ******, who explained to me that I was put on a 12-month promotion when i was transferred from Frontier FIOS, which is not true since i have been with Ziply for almost 3 years paying the correct price of $54.99 and when i pointed that out she stated that they can not fix their billing system and she would be manually adding $25 discount to my account for 12 month. When the September bill came out, on 9/17/2022, again the bill was incorrect at $80 rather than the correct $54.99 charge I am supposed to pay. I called again and this time spoke with a different manager, his name is **, who explained to me that he will send out an email to his leadership hoping for a resolution but doesn't know when and if they would ever respond. He stated that leadership usually only responds if it is an issue that several folks are experiencing not just a one off. I am certain, since Ziply took over Frontier FIOS for this region that i am not the only person in this situation. At best Ziply it is unethical by forcing customer to upgrade to a more expensive service plans and at worst it is illegal for others that have autopay and won't notice this. I am asking for the correct price $54.99.

  Business Response

  Date: 09/21/2022

  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ****************** states he has had his Fiber internet for over 6 years at $54.99 with a speed of 500 up and down.  Further stating when Ziply Fiber took over the accounts from ******** the same price and speeds were to be offered.  However the August 2022 bill is $80 per month which is the same price as the 1 G internet.
  ************** states he spoke to a Ziply Fiber manager who explained he was placed on a 12 month promotion when he was transferred from ******** to Ziply Fiber in which ************** states is not true
  Mr.  ***** states he was advised Ziply Fiber does not have the ability to change the monthly billed amount, however stating he was advised he would receive a manual discount of $25 for 12 months.
  ************** states when the September bill arrived it was for $80 not $54.99, stating the representative advised he would email his leadership for a resolution
  ************** states Ziply Fiber is forcing customers to upgrade to a more expensive service plan and those on auto pay would not notice this.
  ************** is asking for his monthly internet price to be $54.99 going forward
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises when ************** signed up for the internet in 2019 the promotional pricing was $39.99 per month this price included a $10 discount through 08/13/21 which reflects on each monthly bill statement .In April 2021 the internet price increased $5.00 per month and the $3.99 Internet Infrastructure Surcharge was removed, this information appeared under the Customer Important Information section of the March 2021 and April ************************ August 2021 the promotional $10 discount expired bringing the monthly internet price to $54.99 this price included a $25.01 discount for a period of 1 year at which time the internet product increased to $80 per month which is the correct rate for this product
  Ziply Fiber purchased ******** Communications operations in ****** effective 5/1/20. Ziply Fiber advises that after the purchase completed, all customer accounts and records that were held by ******** Communications were transferred to Ziply Fiber and consumers retained their ******** pricing, plans and terms.
  Ziply Fiber advises the prices are set per product for all consumers.  Ziply Fiber has no record showing a credit of $25 per month would be applied to the account for 12 months.  Records do indicate a one- time credit of $25.01 was provided on 08/17/22 this reflected on the 09/15/22 bill statement
  Ziply Fiber records show ************** called in and was provided another credit of $26.67 on 09/19/22 (a one time credit) this will reflect on the 10/15/22 bill statement.  ************** is paying the correct current rate of $80 for the 500 M internet service, this speed tier is no longer offered therefore grandfathered
  Ziply Fiber is not forcing ************** to upgrade to a more expensive plan, however is offering him a 1 M internet speed which is currently the same rate as his 500 M grandfathered speed, and offered the option of downgrading to 200 M internet which is currently $60 per month. ************** has declined both offers. When a consumer is on auto pay they have the ability to view the monthly bill details as a PDF file which provides detailed billing
  Ziply Fiber advises the current rate for ************** 500 M internet is $80 per month and are valid charges
  
  
  
  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: 09/25/2022

  Complaint: 18047317
  
  I am rejecting this response because:
  
  Dear Ziply Fiber Executive Customer Relations,
  
  
  
  First of all, I appreciate you responding back to my complaint; however, your claimed pricing is invalid, false and I have proof through scanned bills, offers as well as detailed bills through Frontier FIOS explaining exactly what the service is and how much it costs.
  
  It would make absolutely no sense for someone to sign up for a 500 mb service when the ***** mb service is the same price. I am not sure if you think I lack the intelligence or you think the BBB lacks the intelligence to see beyond your claim that you were offering me a free upgrade because it is the same price. Clearly it is not the same price, nor is $80 my regular price after the offer expiration.
  
  I would like to clear somethings up before going into the details. The phone call when I was told I would be getting the $25 discount was with one of your managers, named ******, approximately 2 weeks after speaking with Ziply about the billing error. She reached out to me twice as a follow-up, I did not call in, and it was during the second follow-up call that she said the $25 discount would be applied for 12-month. I am sure you have the conversations recorded, so you should be able to go back and review that.
  
  Here is the true breakdown of the cost as per my agreement, what Frontier and Ziply Fiber had sent me at the start of the transition and what Ziply said they would actually continue on providing:
  
  - On March 30th of 2020 you sent me a letter stating "Your current ************ and Phone rates and services will remain unchanged...." I have that in writing and attached to this message.
  - On May 27th of 2020 when you transferred my service from Frontier you sent me a welcome letter stating that "Your current rates and services will continue with Ziply Fiber..." I have that in writing and attached to this message.
  
  - I signed up with FIOS FIOS Internet 8/14/2019 (FIOS order # NW39185284) - $39.99  W/ $10.00 Discount for 24 Months for FiOS Internet 500/500.
  - My monthly bill was $65.97/month which included $10 for a modem, that I no longer have nor use as I purchased my own modem, and one time $10 for the modem delivery. I have the bill scanned and attached to this email showing that price.
  - My monthly bill was $45.97/month including all taxes and fees without the additional charges that no longer apply.
  - My monthly bill should have been $55.97/month including all taxes and fees after the expiration of the 24-month $10 discount, according to you on 08/13/21.
  - My monthly bill to Ziply was $54.98 for **** June, July and August of 2020 because I still needed the modem to get those speeds. I have credit card payments showing that.
  - My monthly bill to Ziply was $43.98 from September 2020 Until March 2021 because I no longer had nor used your modem as I purchased my own modem. I have credit card payments showing that.
  - Per your message the cost increased by $1.01 on 4/2021 when the price increased $5 and the $3.99 Internet Infrastructure Surcharge was removed.
  - My monthly bill to Ziply was $44.99 from April 2021 Until July 2021 and reflecting the increase of $1.01.I have credit card payments showing that.
  - Per your message and what I signed up the $10 discount through 08/13/21 had expired.
  - My monthly bill to Ziply was $54.99, the correct regular price, from August 2021 until July 2022. I have credit card payments showing that.
  
  The above are all facts that have written proof, you should also be able to pull my billing history and accompany that with the documents I uploaded here to show that the regular price (after expiration of $10 discount) is actually $54.99 and the price has been like this since then. I Never had a $25 discount, $26 discount or anything of that sort, this was a workaround that Ziply decided to do to the account to be able to correctly port Frontier FIOS account over. I never signed up for service that had $25 off or $26 off. Ziply has repeatedly tried to change my plan that I have, that is grandfathered to a different price after stating in writing Ziply will maintain the rate ($54.99) and service (500/500). The plan might no longer be offered but it is certainly still available, as my current speed IS indeed 500/500. Again, this is a billing error since from a technical perspective the plan I signed up for, that Ziply agreed in writing to maintain the price as well as the speed for, is still the plan/speed I am receiving. If I want to upgrade my speed our service then I will do that when I want to, not when my service provider wants to increase the balance sheet by pushing however many customers to a plan they didn't sign up for.
  
  Ultimately what you have to realize is that I am not asking for a handout, free service or an exception. I am asking you, Ziply, to correct the billing errors you introduced with your system update or whatever it is that caused this entire problem. I am asking you to do the right thing and lets all move on. I am hopeful this will empower you to do the right thing and correct the price going forward.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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 2022-09-10 I contacted Ziply fiber's customer service to cancel my mother's internet, phone and TV service. She has been put in long term memory care, so this is an especially stressful and emotional time. I was sent an email confirmation that service would be cancelled on 2022-09-13. It is now 2022-09-16 and service has still not been cancelled despite my contacting the company every day since (something I absolutely DON'T have time for). I cannot activate my new internet service until ziply shuts off their service and I've been "assured" by no fewer than 4 people that they will take care of it.

  Business Response

  Date: 10/03/2022

  Thank you for referring the complaint of ***************** to our office for review. We appreciate ************ bringing this matter to our attention. 
  
  The complaints states:
  ************ states he contacted Ziply Fiber on 9/10/22 to cancel his mothers phone, internet and TV service and was sent a confirmation it would be done on 9/13/22.  
  ************ states it is now 9/16/22 and the service has still not been cancelled even after multiple contacts. 
  ************ states he cannot activate his new internet service until Ziply shuts off the service.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a disconnect order was placed on 9/10/22 with a due date of 9/13/22. 
  Account records show the service order had an error that caused a delayed posting date of 9/20/22. 
  The service order error was resolved and the disconnect order has fully completed.
  
  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: 10/04/2022

   
  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,
  
  *****************

  Customer Answer

  Date: 11/07/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Complaint ********. I was wondering if it was possible to reopen a complaint. It was closed as of Oct 13, 2022, but the issue persists. I would also like to get a copy of my complaint document and responses from the company

  Sent from ***************** (***********************************)

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

• Initial Complaint

  Date:09/16/2022

  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.

  Contacted ziply fiber once again regarding a bogus charge for a wi-fi extender I never ordered and was never installed or brought into my home. service was started approximately may 2021. charge is for $10 and is ongoing since I opened up the account. complained about this charge in in 2021 and asked to be removed from my account. was told it will be completed. it was not. complained about and assumed (because I was told on the phone it will be) the charge was taken off in march 2022 and it was not again. now september 15, 2022 I'm still being charged for the same charge I have never ordered, and was never installed. Every time I call I'm told over the phone "no notes can be found" abut this discussion. I'm on the phone with a customer service rep right now and once again I'm told he can't send me an email or some prof we discussed this. He states he removed the charge but then again it shows i"m charged for the same 2 wi-fi extender I never ordered additional $1 dates 09/14-09/16 even though I just told him over the phone I do not have it and i never had (order #NW71822517) . He states he removed the charge but can't refund my previous charges. So far I have been charged a minimum of $131 since account was open for a bogus service I never received and never was installed and I still have no resolution since I have no prof I ever discussed this with anyone over the phone because I have no control to what they put in their notes. I have no way to submit a written request and the person on the phone has no way he says to email me confirming our conversation . So I'm out of money ad phony charges to my account and have no way to prove I asked for this charge to be removed since who ever answers the phone has control over what is stated i the notes and I have none! Called to complaint about a phony charge then I get charged additional $1 dollar when asked for it to be removed .how is this proper business ethic ?

  Business Response

  Date: 09/21/2022

  Thank you for referring the complaint of *************************************** to our office for review. We appreciate ******************************** bringing this matter to our attention.
  
  The complaints states:
  
  
  ******************************** states he was charged for wi-fi extenders that he never ordered or had installed since the service started approximately May 2021 of $10 per month
  ******************************** states he contacted Ziply Fiber in 2021 to have the wi-fi  extenders removed from the account and was advised it would be removed
  ******************************** states when he contacts Ziply Fiber he is advised there are no notes on the account about the wi-fi extenders
  ******************************** states he contacted Ziply Fiber again between 09/14-09/16 and was advised they are unable to a email however did provide an order number
  ******************************** states he was advised that Ziply Fiber is unable to provide credit for the (2) wi-fi routers but they have been removed and will not bill on future bills
  ******************************** states he was charged an additional $1 when he asked for the wi-fi extenders to be removed from the account
  ******************************** states he has been charged about $131 for the wi-fi extenders that he has not had or used and would like these credited
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber has reviewed the records and determined the order placed for the wi-fi extenders was cancelled as this is not a self- install item, however was not removed from the order dated 05/14/21
  Ziply Fiber records show ******************************** was provided a credit of $10 for the wi-fi extender on 01/29/22 this credit reflected on the 02/14/22 bill statement
  Ziply Fiber has no records prior to 09/15/22 regarding a discussion of the wi- fi extenders
  Ziply Fiber records show an order was placed removing the (2) wi-fi extenders from the account on 09/16/22, Ziply Fiber customer service does not have access to email consumers
  Ziply Fiber records show when the wi-fi extenders were removed from the account (2) $60 credits were applied to the account which will reflect on the 10/14/22 bill statement
  Ziply Fiber has no records of an additional $1 charge reflecting on the account
  Ziply Fiber has reviewed the account with the credit from 01/29/22 of $10 which reflected on the 02/14/22 bill statement, the (2) $60 credits that will reflect on the 10/14/22 bill statement.  Ziply Fiber provided an additional $40 credit which will also reflect on the 10/14/22 bill statement.  Therefore all credits have now been placed on the account for the billing from 05/14/21 through 09/14/22 which totals $170 and the wi-fi extenders have been removed therefore will not bill on the future bills.  ******************************** is currently being billed $60 (promotional price that includes a $20 discount through 05/13/23 and advised on each monthly bill statement) plus the $10 leased router charge before taxes/surcharges or other fees
  
  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:09/15/2022

  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.

  incompetent customer service, make promises of compensation that they don't fulfill. They are guilty of extremely poor record keeping or their employees are just blatantly lazy, even the managers. I didn't have internet for almost 3 entire months because they were unable to get a tech out to fix a corrupted router, they rescheduled 3 times because the tech couldn't make it out to do his job due to other appointments taking longer than expected. I was promised all kinds of credits for the inconvenience as well as hollow apologies. I was charged for internet I couldn't use while I waited for the tech to show up, and I was never given the credits to my account I was promised. The excuse given by management was I needed some service number texted to a phone I no longer had, claiming that they couldn't look it up in their system to help. Obviously that's a bunch of codswallop, not that they seemed to care. Ziply Fiber quoted me 30$ for 40mb internet after they took over from frontier, which they then almost doubled on me after just a few months without any communication or agreement from me. They insisted I needed their router, never mentioned charging me 10$ a month for the cheap thing. They also shut my internet off two weeks before the end of the billing cycle, which I was charged for still, claiming my account was past due. It showed past due because their customer service didn't do their job, and the manager screwed me around. I didn't have internet for 5 weeks because of it, which of course they charged me for. After paying 165$ i shouldn't have had to, it took them 3 weeks to get my internet turned back on. I spent every day calling 3 or more times, spending minimum 30 minutes each call, told it should be on in a few hours, and at the end of the day i was always told it would be on tomorrow. i was supposed to be credited 4 months of internet for the absurd situation. Now they turned my internet off again **** because i wasn't credited what was promised once again

  Business Response

  Date: 09/19/2022

  Thank you for referring the complaint of ******************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  
  
  **************** states he was advised multiple times that he did not have internet for almost 3 months while waiting for a tech that was rescheduled 3 times due to a router issue.
  **************** states he was promised credits for inconvenience due to paying for internet  that he was not receiving.
  **************** states he was advised that text messages were sent, further stating the number texted was to a phone he no longer had.
  **************** states he was quoted $30 per month for 40 mb internet, further stating once Ziply Fiber took over for Frontier the rate almost doubled after a few months.
  **************** states he was advised he needed a router and was not advised of the $10 monthly lease fee.
  **************** states Ziply Fiber shut off his internet for 2 weeks prior to the end of the billing cycle stating he had a past due balance.
  **************** states he did not have internet for 5 weeks which he was charged for, then after paying $165 it took 3 weeks to reinstate the internet.
  **************** states he was suppose to be credited 4 months of internet and now the internet has been turned off again due to the promised credit not being applied to the account.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  
  Ziply Fiber has no records of a 3 month outage.  Records show 3 reported trouble tickets in 2021 (03/10/21, 08/17/21 and 08/25/21) and 1 on 05/09/22.  Each of the trouble tickets were completed in a timely manner.
  Ziply Fiber advises in this instance **************** did receive $40 in credit on 04/06/21 and on 07/03/22 a $20 credit there is no further credit warranted
  Ziply Fiber advises when a trouble ticket is created a contact number is usually provided by the consumer, it could be the representative may have used a contact number on the account.
  Ziply Fiber records show **************** internet service was $30 per month with a promotional $10 discount which expired 12/19/21 this was listed on each monthly bill statement and then increased to $40 per month prior to any additional charges, taxes and fees.
  Ziply Fiber advises If you choose to purchase your own router and send back ours this would save you the $10.00 month leased router charge.  However Ziply Fiber will not support or repair non Ziply Fiber routers.
  Ziply Fiber records show when the service was suspended on 02/08/21 and restored on 02/15/21 a time out of service credit was provided o6 $9.33 this reflected on the 02/22/21 bill statement.  On 06/09/22 the service was suspended and restored on 07/05/22 a time out of service credit of $45.93 was provided and reflect on the 07/22/22 bill statement.
  Ziply Fiber does not have a report of an outage of internet service for **************** for a 5 week period.  Records do show the account was suspended and restored with a payment, time out of service credits were provided.  Ziply Fiber does not have records of a $165 payment.
  Ziply Fiber provides time out of service credits, which have been provided.  Currently **************** service is suspended due to non- payment with an amount of $123.60 owing currently to restore the services, the next bill generates on 09/22/22.  Once the payment is made then time out of service credit would be provided back to the date of suspension.
  
  
  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: 09/19/2022

   
  Complaint: 18032578
  
  I am rejecting this response because: in , you "suspended" my account TWO ENTIRE WEEKS BEFORE THE BILLING CYCLES due date. It took me two weeks to get money into my account to pay the bill electronically in july. You then took 3 weeks to get my internet reinstated, with me calling several times a day always getting apologies and excuses. I was supposed to end up with what I had totaled up to be about 4 months of internet credited to my account. No phone call, no email, no attempt at all to make contact before once again suspending my internet a entire week before the billing cycle was over. None of this takes into account the nightmare in Febuary that your managers claim to have no record of, and wanting the service number even though I explained I didn't have that phone any longer. Your customer service refused to make good on thier promises, claiming ignorance, and its unacceptable. You have cost me a extreme amount of frustration and money with my stock trading, on top of the almost 3 months with no internet at the end of 2021 I spent waiting on a tech to arrive who kept rescheduling. You've cost me thousands of dollars because of your incompetent customer service, and since you refuse to credit my account like your reps promised, I'm done with this c*** If your joke of a customer service had done thier jobs to begin with, a lot of the ** I've had to endure wouldn't have happened. Since you crooks can't provide reliable service, and have continued to waste my time and try billing me for service you "suspended" early with no attempt at any contact, on top of the money you have cost me with unnessicary disruptions and even just lack of service while not bothering to actually credit my account for not just the time i didnt have usable internet you still billed me for, but for the c*** your company put me through wasting my time, go ahead and cancel.my account. I've been a customer for years with frontier, things weren't perfect, but in the 5 years before ziply took over, there was only two disruptions in service I can think of, and they got it taken care of quickly. Unlike ziply fiber, they gave a c*** about thier customers and quality of service. They kept their word, and didn't ever tell me " well you should have called customer service and made sure" when i get upset and call because my internet isnt working, and I get told it's been too long since the last problem where I was promised account t credit that never materialized. Worst company EVER. 

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

• Initial Complaint

  Date:09/09/2022

  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.

  I cancelled my phone service 2 months ago. They continued to charge me. They then changed my internet service and I had no internet for 3 days. After multiple calls with service and tech support, I finally demanded a manager. They assured me that the phone would no longer be charged, and my internet would be restored. I have my internet back, but am still being charged for phone service I have not had for months. I believe this company is knowingly defrauding people, due to serving areas that have no other internet options like us. I wish they would be investigated by a regulating body, as it appears multiple people are having the same issue with the company.

  Business Response

  Date: 09/14/2022

  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 cancelled her phone service 2 months ago, and continued to be billed for it
  ******************** states her account was to be changed to internet only however her internet was turned off for 3 days 
  ******************** states after multiple calls she requested a manager and was assured the internet would be restored, and the phone service will no longer bill
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber records show a notation on 07/14/22 requesting to remove phone service however no order was placed
  Ziply Fiber records show due to an order error both the phone and internet were removed from the account on 08/14/22, this was resolved on 08/16/22 when an order was written adding internet only to the account, at which time there were no charges
  Ziply Fiber records show **************** should have received a credit of $51.40 x 2= $102.80 for the July and the August bill statements.  However in this instance **************** received credits totaling $138.52 including taxes which reflect on the 09/11/22 bill statement.  Going forward the current monthly bill statements will be $50.00 per month for the internet and $10.00 per month  for the router lease before taxes/surcharges
  
  
  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:09/09/2022

  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.

  On 8/9/22 I had requested to cancel my landline phone but specifically asked to keep my internet service. On the same day BOTH our internet and landline were cutoff. When we called Ziply, we were told there was an area outage (there wasnt because I was able to use my cellphone to check outage), then we were told was nothing wrong with the internet, then customer service simply blamed us for cutting the line ourselves, even though the phone and internet lines went out simultaneously. They then said theyd send someone to check the line but we told them we wont be home on that day, they said no matter, theyd check the outside. Lo and be hold, when tech showed up and no one was home, they closed our ticket and we had to start from scratch. Every single person we spoke to gave a different reason why our internet wasnt working, we begged them each time to check to see if it was accidentally switched off with the phone, the answer was always no, they can see the line working fine on their end. A week after no internet service, they finally dispatched another tech to our residence. He was polite and efficient, didnt have to come in to the house. He knew exactly what happened, someone at Ziply had switched off our internet service and he was able to flip the switch and turn our internet back on. Didnt him take more than 10 minutes for this service call. I called Ziply back and asked for a credit for a week of no service due to their failure. **************** read back my phone records and agreed that a credit is due for a week of no internet($15.79). I opened my bill today, instead of CREDITING me for that amount, she ADDED at amount to my bill and also had it as PAST DUE. So I am charged for double for that week of no service, how does this compute? Im afraid to call Ziply again because each call just send this issue into deeper abyss. I have never been late on my bills but I am almost thinking they are doing this on purpose to dissuade people from calling

  Customer Answer

  Date: 09/13/2022

  I made a complaint about Ziply Fiber yesterday and the issue has since been resolved as I also emailed their executives directly. I worked like to retract my complaint (#********). Thank you! *****************
  

  
  

• Initial Complaint

  Date:09/08/2022

  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.

  We want to transfer our internet service back home since Sept. 3rd. We called several times and did multiple online chats. The customer service representative said our service would be restored in ***** hours. We got no internet service until Sept 5th. We did an online chat again, and the representative said our service was already fully back on and transferred me to the technical team. Then a technician did multiple tests on their end, figuring out we needed ONT box replacement. They offered the service ticket for us and scheduled on-site service at that time. A technician who visited us this morning told us no transfer order was made, and the ONT box is fine. **************** did everything wrong from the beginning. We still need to wait at least a day to get our service back. This is ridiculous and unacceptable. We talked with at least four agents and clearly stated the service address every time. No one gets their job done.

  Business Response

  Date: 09/14/2022

   Thank you for referring the concerns of ***************** to our office for review. We appreciate ******** ****** bringing this matter to our attention.
  
  According to the Complaint:
  
  
  ******** states he requested his internet service to be transferred back to his home on September 3rd.
  ******** states he contacted Ziply Fiber multiple times by phone and online chat, and advised the services would be restored within ***** hours, however the internet was not restored until September 5th
  ******** states when speaking to technical support he was advised the Optic Network Terminal (ONT) needed to be replaced, when the field technician arrived it was determined the ONT was fine, but there was no transfer (move) order in the system and the technician had an order created
  
  Ziply Fiber has investigated the above statement and offers the following response:
  
  Ziply Fiber records show ******** called in on September 2nd requesting to transfer his service, however no order was placed to move the service
  Ziply Fiber notes advise on September 5th troubleshooting was done and then a trouble ticket created when the technical support person was unable to ping the modem.  There are no  record of the conversation so unable to determine what information was provided.
  Ziply Fiber records advise when the field technician was dispatch for a trouble ticket 09/08/22 it was determined an order to transfer the service was needed, an order was placed and completed the same day. Records show the transfer/move order completed 09/08/22
  Ziply Fiber advises due to the customers frustration Ziply Fiber as a courtesy has provide a $25.00 credit this will appear on the 10/05/22 bill statement
  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ******** has experienced as a result of the above matter.
  
  Ziply Fiber

• Initial Complaint

  Date:09/07/2022

  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.

  We signed up for new Ziply service in March 2022. Our initial bill was for a partial month and appeared to be correct. Our second bill was also correct at the published rate of $60. Our third bill and going forward, four total so far, included a $3 "payment processing fee" which is not disclosed anywhere on Ziply's site. We pay every month with a direct transfer (ACH) from checking. For the past four months, we have contacted Ziply about this fee and were told it is for failing to sign up for autopay, though consumer protection sites seem to indicate they can not legally charge a fee for payment processing unless that fee is attached to the method of payment (ie. CC gets a fee but ACH doesn't). They offered credits for each month for three months running and said in every conversation that the fee would not be charged going forward, but it continued to pop up in the new bills. In the most recent conversation they said they would refund the fee but failed to do so.We pointed out, and they agreed in the latest of those four conversations, that this fee is not disclosed on their site and is actually contradicted by their online payment page which specifically says there is NO FEE (bullet one) for paying online https://ziplyfiber.com/helpcenter/categories/billing/read-and-pay-your-bill/pay-your-bill

  Business Response

  Date: 09/21/2022

  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 signed up for Ziply service in March 2022. 
  ************** states her first and second bill were correct however her third bill had a $3.00 payment processing fee which she states is not disclosed anywhere on the Ziply site. 
  ************** states she was advised this fee was for failing to sign up for auto pay. ************** states she was offered credit for the fees and advised she would not be charged going forward but she continues to be billed. 
  ************** states they pay with a direct transfer from her checking and advises that the online payment page specifically states there is no fee for paying. 
  
  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, Details: For new residential customers only. No annual contract required. Prices shown are before taxes and fees and require autopay and paperless billing. 
  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. ************** currently has paperless billing however is not signed up for auto pay. 
  Ziply Fiber does not bill the payment processing fee until the third statement to allow consumers the opportunity to enroll in auto pay at ziplyfiber.com after their account is established.  
  Ziply Fiber records show that since the account was established on 3/4/22, ************** has been billed a total of $15.90 in payment processing fees and has been provided courtesy credit totaling $22.86. Account records show ************** was educated regarding this fee on 5/9/22.  ************** will need to sign up for auto pay through the online portal at ziplyfiber.com in order to have the fee removed, going forward, no additional credit will be applied as this is a valid charge for her rate package. 
  Ziply Fiber does not charge a fee to make a payment online at ziplyfiber.com, however there are fees associated with different payment methods including those done over the phone or with an agent. 
  Ziply Fiber advises that individual fees associated with processing payments through different methods is unrelated to the $3.00 payment processing fee billed to ************** which is specific to her rate package terms as she has not signed up for auto pay. 
  Ziply Fiber advises that taxes, surcharges and fees can vary and are subject to change, individual fee rates are not detailed in the terms of service and this is not required.  
  
  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: 09/21/2022

   
  Complaint: 17932346
  
  I am rejecting this response because:

  Ziply's customer service folks have tried to be helpful over the past four months of chat, but were unable to point me to any published info that exists online related to this fee and I was also unable to find published info online. As far as I'm seeing on the consumer finance protection gov site, they address a similar fee they call pay-to-pay which seems to indicate the fee amount and when it is charged must be disclosed. Ziply's site on sign-up says "Prices shown are before taxes and fees and require autopay and paperless billing" yet their fee disclosure pages say nothing about a fee for failing to be on autopay (https://ziplyfiber.com/helpcenter/categories/billing/read-and-pay-your-bill/learn-more-about-your-ziply-fiber-bill/bill-sections/taxes-fees-and-surcharges AND https://ziplyfiber.com/helpcenter/categories/billing/read-and-pay-your-bill/learn-more-about-your-ziply-fiber-bill/bill-sections/other-charges). 
  

  The first linked fee disclosure page above states: "We believe in transparency and offering simple, straightforward pricing. As part of this commitment, weve outlined the details of taxes and surcharges included in your Ziply Fiber bill that are listed on page 4 of your bill." **** you go through the list of fees, there is nothing shown for non-autopay. In addition, they have a page about paying your bill which specifically says there is no fee to pay online and it does not differentiate between autopay and manual pay in the "Pay Online" section where "No Fee" is the full content of bullet one (https://ziplyfiber.com/helpcenter/categories/billing/read-and-pay-your-bill/pay-your-bill).

  While they offered much appreciated credits in the past, I was clear in every chat that I was trying to get to the published information, not trying to get credits in amounts greater than the fee itself.

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

• Initial Complaint

  Date:08/31/2022

  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 have been two to three weeks without their service I have checked all the wiring by myself and they still wouldn't come and fix it yet they still expected me to pay when I finally got my service turned on which was the problem I told them about in the first place two times they never come out finally the third time they did I have spent probably 10 or 15 hours talking to these people since they've taken over from Frontier this is the worst company I have ever dealt with in my entire 67 years.My phone was turned off not long after the due date as I was out of town on vacation so they turned off my service I paid my service and it's supposed to be on within 24 hours it's now probably around 48 hours and they still haven't turned on my service this isn't the first time this has happened as well. The company is incompetent it's hard to get a hold of them and when you finally reach somebody in the evening cuz you work during the daytime you talking to somebody in ***************

  Business Response

  Date: 09/12/2022

  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:
  ************** phone was turned off while he was on vacation.
  ************** payment was made, but the service wasnt restored in 24 hours as expected.
  ************ states that he has been 2-3 weeks without service.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that ************ does not subscribe to Ziply Fiber phone service.
  Ziply Fiber advises that ************** internet was suspended for non-payment on 8/22/22. The payment to restore the service posted to the account on 8/28/22 and the restoration order completed on 8/31/22.
  Ziply Fiber advises the last trouble report was on 7/3/22 and repaired on 7/3/22.
  
  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:08/29/2022

  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.

  Ziply Fiber has been harassing me with paper junk mail every single week in 2022. Multiple calls to customer service have failed to resolve the issue. Each time you contact them they tell you that youve been removed from the mailing list & that their supervisor has no other action to take. This is a lie, nothing is done & junk mail continues. 2/25/2022 I spoke with *******, 4/9/22 I spoke with ***** ID#*******, 7/19/22 with ****** ID#*******. Every week paper junk is in my mailbox & even more junk flyers are hanging off the door handle. Over 20 pieces of junk are in my possession. Contacting Ziply was in addition to contacting all the spamming companies such as DMA choice to remove myself from useless junk mailing lists. In over 30 years & thousands of junk mailings I have never opened a single piece of junk mail, not one. Ziply Fiber needs to own up to this harassing & poor business practice. Ziply Fiber will never gain my business with this poor behavior. Instead I will continue to share my poor experience like the other 600+ posts on BBB.

  Business Response

  Date: 09/02/2022

  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states Ziply Fiber has mailed out several advertisements which he has been receiving weekly in 2022 further stating he has contacted Ziply Fiber multiple times requesting the mailing to stop and has received some door hangers as well.
  ************* would like the mailings and door hangers to stop.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has reviewed the do not solicit records and have located records of the request however the address was not entered correctly therefore the request did not complete,this is now updated and the request has been completed.
  Ziply Fiber has updated and corrected the records as of September 1, 2022 for the do not solicit mailing and door knocking.  ************** may get 1 or 2 more mailers that are already in the works then no more.
  
  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