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:08/28/2022

  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.

  In April, I set up a new account with Ziply. I was told the first month ******* was free. The local rep said the charge would be $35/month starting in May. When the bill arrived, it was $60. I paid it under protest, but calls to the company were unsuccessful--they didn't care what I was promised by the local rep. ** subsequent calls to local reps, I was told they would fix it. Nothing was changed. No bills arrived for **** and July. Then service was cut off. When I called on 8/5, I paid $63.50. I was required to pay over the phone, which has an additional charge. Then service was cut off again. ** 8/22, I called again and paid $80.84. A bill just arrived (addressed to the physical address, not my PO Box--I got it only through the kindness of my local post office) for $163.69, due 9/12, which includes a $10 late fee and a $10 re-connect fee but did not include my payment on 8/22. The company continues to send correspondence to the physical address, in spite of being told numerous times that our whole town has no delivery to physical addresses--I have a PO box. I have been told numerous times that the issue has been solved, but nothing seems to change. I am a senior citizen on a very low income and have since applied for federal assistance with internet (which won't come through for couple months), but I never would have signed up for Ziply if I'd known the monthly charge was $60.

  Business Response

  Date: 09/06/2022

  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 her internet service through Ziply Fiber, advising she was quote $35 per month, however when the bill arrived it was $60.00
  ************ states she paid the bill under protest, stating she was advised the billing would be corrected
  ************ states she did not receive a bill for **** or July
  ************ states her service was suspended twice in August and she was required to pay over the phone for an additional charge in order to have the service reinstated
  ************ states the post office provided her a copy of the bill for $163.69 with a due date of 09/12/22 this bill also included a $10 late fee and a $10 reconnect fee but did not include her payment
  ************ states she is on a limited income and would not have signed up at $60 per month rate
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises the Copper internet for all customers is $50.00 per month, notations on the order state advised $66.00 per month which includes internet, paper statement convenience fee, payment processing fee and router lease monthly charge, first month free
  Ziply Fiber advises **************** is correctly billed at $50 per month for the internet service, prior to any discounted programs such as the Affordable Connectivity Program or Lifeline  
  Ziply Fiber records show when the service was established the bills were  mailed to the physical address, this has since been updated on 08/24/22 to have the bills mailed to the ** Box.  Ziply Fiber in this instance has credited the reconnection charge that was billed on the 08/18/22, the credit will reflect on the 09/18/22 bill statement
  Ziply Fiber advises ************ was charged one reconnection charge, this was credited along with the $3.50 charge to make a payment over the phone in this instance
  Ziply Fiber records show ************ was billed for one reconnection charge on the 08/18/22 bill statement plus a late fee, both of these charges have been credited, the credits will reflect on the 09/18/22 bill statement.  ************ payment did post on 08/22/22 to the account
  Ziply Fiber has spoken to ************ in regards to the Affordable Connectivity Program, once **************** receives her application ID number she has agreed to supply this to Ziply Fiber so we can get the discount applied to her account, this will bring the monthly internet rate down from $50 to $20 per month before additional charges, taxes and 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

  Customer Answer

  Date: 09/07/2022

   
  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:08/28/2022

  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 am filing a formal complaint in regards to installation of high speed fiber optics to my home. After talking with many customer service reps and scheduling many times, latest being on Aug 13th,2022 to have said optic installed, I am still waiting and very angry at the service Ziply is providing. Each time a person from Ziply comes out and then after 5 minutes, says we have a problem and then leaves. Of course the problem is never discussed with me or if there is a solution. I have requested a technician who knows their job to com to my home and discuss this with me and as to date no one has contacted me to arrange a meeting. I feel this is poor customer service, since they are the ones pushing the new fiber optics in my housing area, but are unable to deliver the service.

  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:
  ************ states his Ziply Fiber service installation has been rescheduled multiple times and the cause is never discussed with him.
  ************ states that he has requested a meeting with a field technician, but no-one has ever contacted him.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber order records show that on 8/13/22 ************ was advised that the drop required to provide service had yet to be installed and that is what caused the order delay. Per Mr. ***** request, the order to upgrade was cancelled on 8/13/22.
  Ziply Fiber records do not show details of an interaction in which ************ requested a meeting with a field technician.
  Ziply Fiber records show that ************ was advised that if he upgraded to our fiber VOIP and data, he would need to switch to VOIP voice service. ************ declined making that switch and chose to remain on the Ziply fiber copper network for voice and data. The order(s) to make the change were cancelled by *************
  
  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:08/26/2022

  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.

  Ziply Fiber installed an underground cable service to our location. During that process, they damaged our lawn irrigation system and it needed to be dug up and repaired. I have contacted them several times regarding this issue ( 5 times to be exact), dating back to 6/21/2022. Each time I spoke or chatted with their customer service they indicated that I would be contacted by a Supervisor within 2 days to resolve the problem. I still have not had a single phone call from a Supervisor or anyone else. In all of the contacts they had guaranteed that I would receive a call within 2 days. It has now been 2 months and I still have not been contacted. I can't get passed their customer service group to get to someone that can resolve this issue.

  Business Response

  Date: 09/13/2022

  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 installed an underground cable service to his location and during that process damaged his lawn irrigation system which required repairs. 
  ************ states he contacted Ziply Fiber several times beginning on 6/21/22 regarding the damage and was advised a supervisor would contact him, however after two months he has still not received a call or resolution.
  ************ states since he did not get a resolution from Ziply Fiber he spent $250.00 to have the irrigation system repaired and wants to be reimbursed for this cost. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber has confirmed that the damage to ************** irrigation system was done inadvertently by a Ziply Fiber contractor while repairing a buried service wire. 
  Account records show ************ did contact Ziply Fiber regarding the damage however the issue did not get forwarded appropriately to the contractor for repair. 
  Ziply Fiber reached out to ************ who has agreed to a bill credit in the amount of $250.00 as reimbursement for the cost to repair the irrigation damage. This credit has been applied to his account on 9/12/22 and has covered the full 9/1/22 bill charges in the amount of $96.95, leaving a credit balance forward of $153.05. 
  
  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: 09/13/2022

   
  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:08/23/2022

  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 cancelled my service with Ziply Fiber (a/c ********** ****** 5)back in late March early April, 2022. The encounter I had with the representative, with my husband present, lasted at least 45 minutes. They could not locate our account even though I provided name, address, account numbers, etc. We looked up our last payment on our credit card statement and gave them the reference #'s and they found the account and cancelled it. We received a past due sttement, I called told them it had been cancelled long ago. **** said there was not record of cancellation and that I owed the money. He was rude and unprofessional-- I got a cancellation number ******** and paid the balance under duress and was told this would close the account. Then I got another past due bill and I spoke to ********. She saw the notes apologized for the error, said she would elevate to the team leader *** reverse the charge on my account AND credit me back the charge I paid just because I was done fighting with **** about it. Then I got a notification from a collections agency saying that I owed $89.77 for the Ziply Fiber bill AGAIN. I spoke with ***** on 8/16/22 and he had a hard time finding the cancellation, ulimately did and reviewed the notes and told me that I was basically screwed because I didn't have the cancellation number from when I first cancelled it. THEY DIDN'T GIVE A CANCELLATION NUMBER!!!!!!!!!!! It appears that this is standard operating procedure for this company and frankly it feels like extortion. I have never dealt with a company so incompotent and so unprofessional and after reviewing the complaints with the BBB I realize this is their common business practice and this is simply unacceptable. For every one person that files a complaint over such a small $ amount there must be thousands that don't bother. The fact that Ziply then turned this over to a collection agency??? You have to be kidding me. I have all the supporting documentation and paper trail on this.

  Business Response

  Date: 08/30/2022

  Thank you for referring the concerns of  *************************  regarding the account under ************************** to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  According to the Complaint:
  
  
  **************** states she requested her Ziply Fiber account be cancelled in late March or early April 2022, after some time the representative found the account and cancelled it.
  **************** states she received a past due notice and contacted Ziply Fiber and was advised there was no records of a request to cancel the service and the charges were valid.  Further stating she was provided a cancellation number and paid the balance under duress.
  **************** states she then received another past due bill and was advised it would be escalated to a team lead and the charges would be reversed.
  **************** states she received a notice from a collection agency advising she owes $89.77.
  
  Ziply Fiber has investigated the above statement and offers the following response:
  
  
  Ziply Fiber records show the account was disconnected on 05/24/22 there are no prior notations regarding a request to disconnect service.
  Ziply Fiber advises the monthly bill statements notification were emailed to the email address on file. Records show a payment was made on 05/28/22 for $111.64, this was billing for services from 04/04/22 through 05/03/22 and are valid charges.  The prior payment was received on 03/18/22 for $112.19.
  Ziply Fiber has reviewed the call with consultant and **************** on 07/08/22, **************** was informed the matter would be brought to a team lead to see if the remaining balance of $89.77 could be waived further stating she would note the account and advised **************** to call back in a week.  The account is noted that the charges are valid and are for services from 05/04/22 through 05/24/22.
  Ziply Fiber advises **************** was provided a with mailed notification on 06/29/22 if no payment is received by 07/10/22 it will be sent to an outside collections agency.  Ziply Fiber advises the $89.77 payment posted on 08/17/22 and the account balance is now zero
  
  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:08/19/2022

  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.

  Closed my account with Ziply on 7/11.Account had a $200 credit. I haven't received any information from Ziply regarding the credit until I called on 8/19.I was told that indeed I had a credit and a debit card would be issued in the next 30 days. After receiving the debit card I could follow the instructions to get a check, again delaying the credit.Waiting ***** for a credit is unacceptable. I asked why it would take so long and was informed it had to go to another dept.I am requesting a check be sent immediately for the credit balance.

  Business Response

  Date: 09/02/2022

  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:
  ************ has a $200 credit on his closed Ziply Fiber account.
  ************ was advised that a debit card would be issued for the credit balance in the next 30 days.
  ************ was advised that once the debit card is received, he can follow instructions to get a paper check instead.
  ************ states that waiting ***** days for a refund is unacceptable.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that account records confirm there is a credit balance of $200.48 on ************** closed account.
  Ziply Fiber advises that ************ closed his account on 7/11/22. And a refund will be processed ***** days after that date. We apologize for any incorrect information ************ may have been given.
  Ziply Fiber advises that all refunds between $5 and $500 are issued via a debit card exclusively.
  Ziply Fibers refund policy is to issue a refund 90 days from the date of service disconnection/termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account.Ziply Fiber's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17744200
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 09/12/2022

  Still have not received any  credit payment 

  in over 60 days. 

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  Pd ziply $188.83 via automated system 6/21/22 conf #****** A few days later phone wasn't working right, they said "check" had been returned, pd using ICU debit card, $ taken out of checking, have bank statement Service reinstated then canceled because took too long to get phone working, canceled on 6/22, spoke with ***, refund coming, conf #******** Spoke with ******* on 6/27, refund coming via prepaid ***** have never received Sent copies of bill/bank statement to Ziply ************************************************************ so they can investigate (they emailed me)On 8/17/22 received another bill!!!! Sent email via their email stating update records, $ has been taken out of checking, filed review with the BBB Thank you for helping me get my refund - it's been almost 2 months

  Business Response

  Date: 08/30/2022

  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:
  Ms. ********** is owed a refund for double (2) payments that were made to her Ziply Fiber account.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that ********************** confirmed that the additional payment was never deducted from her bank account and no refund is required.
  
  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:08/16/2022

  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 was given a free trial and canceled the service within the alloted time. Ziply Fiber then proceeded to charge me three times for $70 each, totalling in $210. I called to rectify the issue, and they stated they had no record of ever taking money from me. I sent them proof via a picture of my bank statement, at the time only showing two charges of $70, totalling $140. However, they proceeded to charge me $70 again the following month. They have yet to rectify the problem. I have reported the issue to my bank. The transactions dates are:6/16/2022 for $70 7/13/2022 for $70 8/15/2022 for $70 Attached is a screen shot of my bank statement.

  Business Response

  Date: 09/01/2022

  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 was given a free trial with Ziply Fiber and cancelled within the allotted timeframe.
  ************** states Ziply Fiber proceeded to charge her three times for $70.00 each on 6/16/22, 7/13/22 and 8/15/22.
  ************** states she called to rectify the issue and was told there was not record of any payments.
  ************** had provided proof of payments and states the issue is still not resolved.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show **************** account was installed on 5/11/22 and disconnected on 6/10/22 within one month which Ziply Fiber offered a free month of service.
  Ziply Fiber advises that **************** account was established as a non-traditional ready connect account where the service is activated and billed directly to a credit card, so no monthly bill is generated. The direct payments for these types of accounts are not visible to the main customer service agents.
  ********************** has reached out to the Ready connect Team to ensure the payment account is deactivated and **************** funds are reversed back to her payment method.  However at this time we are currently waiting on the refund and will provide ************** with an update once it is available.
  
  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:08/15/2022

  Type:Product 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 ordered Ziply Fiber around July 12th, 2022. I received email confirmation from ************************* about the process. I was orginally scheduled for July 27th, 2022 for the installation. It had to be delayed because the fiber optic cable had not been dropped. A new appointment was made for a future date. In order to maintain my 60 day free trial the person I talked to suggested a date of August 20, 2022. The representative stated that if the line was dropped early I just have to call and I should have someone out to my place in two days.On August 3, 2022, the city installed the fiber **********. I called Ziply to move my appointment up and was informed they couldn't change it and the only date available was the 20th. I escalated based on my earlier information of a 2 day window. The representative told me they could do August 14th, 2022, from 8am to noon (a Sunday). I agreed and they said they would keep checking and try to get me in earlier. I never got a call. I called a few more times trying to move the date and i was told the 14th was the only window.I put a sign on my front door with my phone number in case I didn't hear them. No one showed up, no one called me. At 3pm on August 14, 2022, I call support to find out what is happening and am angry. The representative agreed to give me an additional 30 days free for my inconvenience. They said they tried to reach the install person and are not able to right now. I was given a new window at 3pm on the 14th for 1 to 5pm. I needed a more precise time and they could not. I demanded to speak to a supervisor (ID ******** and the supervisor apologized and said that there was nothing they could do. The appointment is listed as the 14th and there is also still one listed for the 20th. I was told they usually don't do Sundays and that the 1-5pm won't happen anyway. They stated they could not send an email confirming the discounted service.

  Business Response

  Date: 08/24/2022

  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:
  ********************** was offered a second free month of Ziply Fiber data service due to a delay in his installation.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that ********************** received a $60 credit for data charges on his 8/20/22 statement. He will also receive an additional $60 credit for data charges on the 9/20/22 statement. Please note that all remaining charges beyond these temporary credits are valid and due as indicated on the statement(s).
  
  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:08/06/2022

  Type:Product 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 tried unsuccessfully for over 2 months to retrieve my $90.87 overpayment to ziply fiber(zf). I have spent more than 4 hours on the phone with zf and their supposed vendor of refunds to no avail. Typically they tell me the responsibility or need to provide information lies with the other party. I have also contacted them thru email at ******************* and was told to contact their vendor at a phone # previously given to me even though I painstakingly explained the detailed process of runaround and conversations already experienced. After threatening to contact the **************************** and FCC I have received no further contact. I closed my account in May of this year and I inadvertently paid a June bill they sent me. They said they sent me a refund but the only mail I received from them was labeled to the new subscriber at my old address so I did not open envelope. The vendor tells me they do not have a record of an account in my name in which to issue a refund. As a senior citizen this feels like an organized scam. I have several emails to zf I can forward but can't seem to append here. Available upon request. Thank you.

  Business Response

  Date: 08/18/2022

  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:
  ****************** has tried for two months to get a refund of $90.87 after closing his account.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber account records show the $90.87 refund was re-submitted on 8/17/22 and should arrive at the address on file in **** business days.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17682402
  
  I am rejecting this response because: this is a similar response to past responses. The original response was a refund would be delivered within *************************************************** another name which initiated the subsequent multiple efforts to retrieve refund from company to no avail with similar.(verbatim) responses. Until actual refund is received in hand, I cannot drop complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/31/2022

  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.

  Ziply Fiber charges me every month for internet service, but does not provide that service. I have called Ziply so many times that I have lost count. Telephone technicians have made adjustments to internet speed, etc from their terminals. Field technicians have been out to the house, and have replaced ALL of the hardware, including lines from the pole to the house, modems, and other items multiple times, but the service "crashes" on a daily basis. Ziply will not credit my account for lost service. I am seeking $600 in damages so that I can switch to another provider.

  Business Response

  Date: 08/08/2022

  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 Ziply Fiber charges her every month for internet service and is not providing the service.
  **************** states she has made numerous calls to Ziply Fiber and her internet speed has been adjusted,all hardware including the modem and the line from the pole to the house has been replaced and the service crashes on a daily basis.
  **************** states Ziply Fiber will not credit her account for loss of services and she is seeking $600 in damages so she may switch to another provider.
  
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber recommends reporting trouble as it occurs which allows us the opportunity to complete repairs.
  Ziply Fiber advises intermittent issues can be difficult to narrow down therefore when trouble is reported it is investigated and action is taking to resolve the issue. 
  Ziply Fiber advises credits are provided for outages over 24 hours, however in this instance Ziply Fiber has provided a credit of $39.59 for 22 days due to the disconnects on 08/08/22.
  Ziply Fiber technical support has reached out to **************** in which she advised the service has been good with a exception of being down for 1 hour on 08/04/22.  **************** has agreed to allow technical support continue to monitor the service for another week.
  
  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

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17649891
  
  I am rejecting this response because: Ziply Fiber continues to bill me for internet service that it is not providing. Following my last complaint to the BBB, I was contacted by "*****" of ********* Services who asked about the history of crashes in my service. He was able to see some of them on his computer. On 8/2/22 a tech came out to my house to replace my modem, but the replacement did not work, so he plugged the old one back in. Since that time, the system has crashed 9 times that I know of. A tech is scheduled to come out this morning, however, when he called this morning, he had no idea what he was going to do. As I have said before, everything has been replaced, with some components being replaced multiple times. I told ***** on 8/13/22 that if today's service fails to finally correct the problem, I am requesting that Ziply pay $600 in damages so that I can switch service. I have not a single month of trouble free service since installing Ziply service exactly ONE YEAR AGO. This has NOT been resolved, and the corporate response to my last complaint is nothing more than a brush off and failure to accept responsibility for cheap equipment that does not work.
  

  
  

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

  Business Response

  Date: 09/02/2022

  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 she has not had a single month there she has not experienced trouble since the service was installed, a year ago and continues to pay for service that is not being provided.
  **************** states she spoke to technical support and they were able to see the internet disconnects, everything has been replaced, some components replaced multiple times,A technician came out to her home on August 2, 2022 since then the internet has crashed 9 times, another technician has been scheduled to come back out for further troubleshooting.
  **************** is requesting $600 in damages so she can switch her internet to another provider.
   **************** states the last BBB complaint Ziply Fiber failed to accept responsibility for equipment that does not work.
  
  Ziply Fiber has investigated the above statement and offers the following response:
  
  
  Ziply Fiber advises intermittent trouble is sometimes hard to determine the issue, therefore it is recommended reporting the trouble as it occurs and does provide time out of service credits.
  Ziply Fiber advises they continue to work with **************** to determine the internet issues and work towards a resolution, based on the trouble shooting this does not appear to be a network issue.  The technician notes from August 16, 2022 advise a majority of the drops were coming from within the house, **************** does not have a power strip or surge protector, the technician advised the power in the house may be surging and causing the router to reboot.  The technician recommended purchasing a power supply unit to plug the router in stating **************** has ordered one and should receive it on August 19, 2022, therefore Ziply Fiber technical support has agreed to follow up with the customer on August 27, 2022 this will allow additional testing with the power supply unit.
  Ziply Fiber advises credits are provided for outages over 24 hours, however in this instance Ziply Fiber has provided a credit of $39.59 for 22 days due to prior disconnects.  This credit does reflect on the August 8, 2022 bill statement.  Ziply Fiber does not pay for damages.
  Ziply Fiber continues to work with **************** in order to resolve the internet issue, and does have a follow up scheduled on August 27, 2022.
  
  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Ziply Fiber

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17649891
  
  I am rejecting this response because: The ********* Protector was installed on August 20, 2022.  While there are fewer crashes of the system, it crashed this morning, while plugged into the ********* Protector.  I noticed it was down at 6:53 a.m. but do not know the exact time it went down.  At 7:50 a.m., I unplugged the modem, and then plugged it back in.  It has not crashed again this morning that I am aware of. It appears that an additional issue has been identified and corrected, however, clearly there is still one or more issues that are causing the system to continue to crash.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/14/2022

   Thank you for referring the additional concerns of ***************************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  According to the Rebuttal:
  
  **************** states she installed the Surge Protector on 08/20/22 and has experienced few crashes.
  **************** states her internet service went down around 6:53 am, she then unplugged and the plugged the modem back and it has not crashed again this morning.
  **************** feels there is an additional issue that are causing her internet to crash
  
  
  
  Ziply Fiber has investigated the above statement and offers the following response:
  
  Ziply Fiber advises intermittent trouble is sometimes hard to determine the issue, therefore it is recommended reporting the trouble as it occurs.
  As previously advised Ziply Fiber advises they continue to work with **************** to determine the internet issues and work towards a resolution, based on the trouble shooting this does not appear to be a network issue. The technician notes from August 16, 2022 advise a majority of the drops were coming from within the house
  Ziply Fiber did follow up with **************** again on 09/03/22 at which time **************** advised she had not seen any drops since Thursday 09/01/22 and technical support did not see any drops in the radius, the ticket was closed with **************** permission further stating she would reach back out to them if anything else occurs.
  Ziply Fiber upon receipt of the rebuttal did reach out to technical support and a tech was dispatched out, ports were changed.  Technical Support is monitoring the radius and has a scheduled call back with **************** on Saturday 09/17/22.
  
  
  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. Ziply Fiber
  
  
  
  
  
  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

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 17649891
  
  I am rejecting this response because: the internet continues to crash.  I have been documenting each crash that I am aware of by taking a picture of the router and sending it to ***** (field tech) along with details as to what the router is doing and what my ** says is the issue.  Often, the world on the router is blue, but the internet is still down.  A consistent message on the ** troubleshooting function is that the ********** may be unavailable.

  Each time the internet crashes, there is severe static on the landline.  The field techs are trying to tell me that there is no connection between the 2 events, but cannot explain why the landline is clear when the internet is up, and full of static, making it impossible to hear, when the internet is down.

  On Tuesday, 9/20/22, a field tech was here.  He temporarily placed the router in the hallway outside of my home office.  He did this to see if there is something in my office which is causing the router to fail.  On 9/22/22 at 1:55 p.m., the internet crashed again.  I was not home.  No equipment in my home office was on.  My husband, who has been hearing about the lack of consistent internet service for over a year now, and therefore knows the lingo, told me that the world was red at 1:55 p.m. and went blue at 2:04 p.m.

  Today, 9/24/22, the internet crashed at 11:59 a.m.  I tried unplugging the router and plugging it back in.  The world turned blue, but I still did not have internet.  The ** said that the *** server might be unavailable.  I restarted the ** - internet remained down.  After an hour, I called tech support, and spoke with ******, who had me unplug the router.  While we were at it, I also powered down the **.  After an hour of being down, the internet is up, at least for the moment, so that I can respond to Ziply's report to the BBB.

  I have not had a single month of trouble free internet access since starting service in August, 2021.  This has been going on for over a year.  I bought a *** at Ziply's suspicion that the the problem was in the wiring of my house.  The internet continued to crash.  The 9/20/22 tech took the router off of the *** and set it up in the hallway.  The internet crashed.  The router has been replaced 4 times.  The internet continues to crash.  It is my understanding that the line was replaced.  The internet continues to crash.  Work has been done at the point of origination of service a couple of miles away from the hours.  The internet continues to crash.

  Ziply apologizes for "any inconvenience [I] may have experienced" during the past 13 months of lousy service.  This is insulting.  Whoever is preparing the response simply has to look at the history of my account to see the countless phone calls and field visits that have been made, all for naught.  The field techs have asked me to send them pictures of what is happening because Ziply's computers at the home office conveniently fail to reflect all the crashes, and for the ones that are documented on their end, the duration of each crash is not accurate.

  Bottom line:  I am paying for a service that I am not receiving.  I am spending hours on the phone with phone techs, and spending even more hours trying to troubleshoot things on my end without a tech just to get the internet up and running.  The field techs have spent hours trying to find and fix the problems.

  THE INTERNET DOES NOT WORK!  ZIPLY IS FRAUDULENTLY REQUIRING PAYMENTS FOR SERVICE IT DOES NOT PROVIDE.
  

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

  Business Response

  Date: 10/04/2022

  Thank you for referring the additional concerns of ***************************** to our office for review. We appreciate *************** bringing this matter to our attention.
  
  According to the Rebuttal:
  **************** states her internet continues to crash and has been monthly for the past 13 months.
  **************** states she is paying for service that does not work.
  
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber advises intermittent trouble is sometimes hard to determine the issue, therefore it is recommended reporting the trouble as it occurs.
  As previously advised Ziply Fiber continues to work with **************** on reported internet issues.  A field technician was dispatched 09/30/22 stating he proofed 3 separate pair and installed a new pedestal further stating the home phone is TTY, capable of Bluetooth pairing with the cell, ***************** removed the pairing and Ziply Fiber will continue to monitor the connection.  Technical support does have a follow up call scheduled with **************** on 10/08/22 at which time further trouble shooting will be done if needed to resolve this intermittent issue.
  
  
  
  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

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17649891
  
  I am rejecting this response because:  the unnamed person from Ziply is not being honest with the BBB.  In the response which I received today, the unnamed person states that a field technician was dispatched on 9/30/22.  This person neglects to state that a field tech was dispatched 9/12/22, 9/20/22, 9/26/22 and 9/30/22.  FOUR dispatches in a mere 30 days.

  The unnamed person at Ziply states that I should report problems as they occur.  This unnamed, and dishonest, person does not state how many times I have called over the past 13 months.  That *** be asking for too much honesty from a representative who continues to apologize for any inconvenience I "***" have experienced due to Ziply's inadequate equipment and refusal to upgrade to quality equipment.

  The unnamed person from Ziply says that someone will call me on 10/8/22 to check in and see how things are going.  This part is true - due to my several complaints to the BBB, my account has been referred to Escalated Services.  The gentlemen at this extension are all very nice, courteous and apologetic.  But they are at a loss to explain why I have not had a single month of trouble free service for the 13 months that I have been paying for it.

   

   

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