Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/03/2025

  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.

  I contacted Ziply close to the beginning of January 2025. I tried to get service but was told I already had service but that wasn't true. Ziply was using my address for the neighbor and said they would straighten it out. They finally came out on the 18th to install, got everything done but couldn't get the modem to connect and was told because my address has already been installed but the technician stretched new fiber optics because my house has never had it. I've lived here for over 13 years. While the technician was here on the 18th my dog was locked in my bedroom the technician was yelling at my dog to shut up from outside, very unprofessional. I am disabled and need my **************** and I have been without since the 26th of January. This needs to be resolved! The month is up and no service still.

  Business Response

  Date: 02/20/2025

  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:
  Mr. ****** states that his Ziply Fiber service could not be installed because his physical address was already being used.
  Mr. ****** advises that the Ziply Fiber technician was unprofessional and was shouting at his dog.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has advised Mr. ****** that the address discrepancy has been resolved, and he is able to have our services installed to his home.
  Ziply Fiber apologizes for the field technicians behavior. Feedback has been provided accordingly.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/21/2025

   
  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:02/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The fiber company came through to put in the cable and ruined my speckled granite flower bed. They didn't put down any plastic and just threw dirt and rocks into my flower bed. I want them to come back and pull out all the dirt and rocks and replace the granite gravel. They did the same thing on the other side of my driveway. Threw dirt and rocks on my white gravel and yard art. They don't pick up the rocks that they get from the trenches. They just leave them. Come back and pick this stuff up and I want my yard the way it was when you started.

  Business Response

  Date: 02/13/2025

  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:
  Mr. ****** states that Ziply Fiber damaged his property during local construction, and he wants everything fixed.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has contacted Mr. ****** and will work to address his concerns.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:02/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2024, my wife answered the door for a Ziply Fiber salesperson. The individual stated that Ziply was offering free installation with a trial evaluation period with lower pricing than ******* or Ver with no limits on data usage and that they would pay for any disconnect fees from *******. This was all communicated verbally with no paperwork. We did not sign anything or receive any documentation. The only contact that we had with Ziply was with the salesperson. The installation was performed well by the technician on Jun 24, 2024. I work from home and after a couple of weeks experienced long data drops that made ********** Teams" voice and screen sessions impossible. I moved my work Ethernet connection back to the ******* modem/router and started leaving calls with the salesperson which were never returned. After several weeks we received a bill of $173.00 in the mail and I immediately called the company with the provided number. I asked to speak with a manager on two different occasions explaining what had happened and requesting that my service be disabled. On both occasions, the Ziply Fiber manager said that the salesperson was "in error" and that the special sales promotion was no longer valid, on the last call I was less than pleasant during the call. After several weeks, we received another bill this time for $249.96. There was no itemized breakdown and no explanation for the additional increase. Enclosed along with this bill was a letter from a debt collector. Upon calling the debt collector, they stated that Ziply was not interested in explaining or discussing anything and just wanted to be paid $249.96. I would like to be refunded the $249.00 I paid to the collection agency on Feb 1, 2024, and Ziply Fiber management to improve their door sales processes to ensure clear customer engagement with documentation (billing start dates, plan prices, contact numbers, term costs) and/or call from corporate to ensure information is well understood by customers.

  Business Response

  Date: 02/04/2025

  Thank you for referring the complaint of ****** ******** to our office for review.  We appreciate *** ******** bringing this matter to our attention.
  
  The complaint states:
  *** ******** states a Door-to-Door representative came to their door offering a trial of Ziply Fibers internet service with no disconnection fees and that any disconnection fees with the current provider would be paid.
  *** ******** states the install was completed on June 24, 2024.   After a couple weeks he started experiencing long drops that made ********* Teams impossible, therefore he moved his work Ethernet connection back to the others provider's modem.
  *** ******** states he left multiple calls for the salesperson. that were never returned and would like management to improve their door sales processes to ensure clear customer engagement with documentation.
  *** ******** then contacted Ziply Fiber requesting the service be disabled.
  *** ******** states he received a collection letter from a debt collector and paid it to avoid any further action.  He would like to be reimbursed for the payment made.
  
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber did provide a free month of the internet service on the June 23, 2024 bill statement.
  Ziply Fiber records do show the service was installed June 21, 2024.  There are no records of trouble ticket placed which would have allowed us the opportunity to complete any necessary repairs.
  Ziply Fiber will pass on the feedback and any coaching opportunities to management regarding *** ******** experienced with the salesperson.
  Ziply Fibers records do show the account was disconnected on October 9, 2024.
  Ziply Fiber advises the account was set up with paperless bills, and Ms. ******** email address which is where the bill notifications were sent.  Reminder notices of the past due account (which would have no itemized information on it) were mailed out September 23, 2024 with a payment due date of October 8, 2024 and on October 24, 2024 with a due date of November 8, 2024.  Ziply Fiber records show the account was disconnected on October 9, 2024 at the customers request.  The charges are valid therefore there will be no reimbursement.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that *** and Mrs. ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22887814
  
  I am rejecting this response because you have not provided any information that would lead me to close the complaint. The primary reason for filing a complaint with the BBB is Ziply's lack of documentation and poor communication following the installation of the fiber equipment. Proper documentation is crucial for effective customer service, as it ensures transparency and trust between the company and its customers. The only communication between us and Ziply's main office was via your billing and collections processes. As stated, we were unable to contact Ziply Fiber through the salesperson, and we never received any documentation other than the first and second bills, and the letter from the collections agency. My wife did not receive any emails, and we did not receive any phone calls from Ziply's main office. Please access your email server and forward any emails that you sent to my wife. These emails should include the date, time, and any information provided through your "paperless" process.

  Thanks,
  
  **** ********

  Business Response

  Date: 02/17/2025

  Thank you for referring the additional concerns from ****** ******** to our office for review.  We appreciate Mr. ******** bringing this matter to our attention.
  
  The rebuttal states:
  
  Mr. ******** states Ziply Fiber has not provided documentation, and the communication has been poor following the installation of the fiber equipment on 06/21/24.
  Mr. ******** states the only communication between them and Ziply Fiberss main office was via the billing and collections processes.
  Mr. ******** states they were unable to contact Ziply Fiber through the salesperson, and did not receive any documentation other than the first and second bills, and the letter from the collection's agency.
  Mr. ******** states his wife did not receive any emails or phone calls from Ziply  Fiber.
  Mr. ******* is requesting Ziply Fiber accesss their email server and forward any emails sent to his wife. These emails should include the date, time, and any information provided through your "paperless" process.
  
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show voicemails were left on **************** contact number on June 21, 2024, July 12, 2024, advising the Ziply Fiber ID has been setup and linked *** Ms. ******** email. Ziply Fiber would not reach out to a consumer unless courtesy calls were needed for past due balances.
  Ziply Fiber records show voicemails were left on  Ms. ******** s contact number, advising the Ziply Fiber ID was sent up and linked to her email, which would provide an email notification the bill is ready, directing the consumer to log into their my account to review and pay the bill. Messages were left on 06/21/24, 07/12/24 and 09/23/24 on Ms. ******** contact number provided.  Past due notices were mailed to the service address on 09/23/24 and 10/24/24. There is a notation that regarding a call from the Schnarres on 10/10/24 asking about the 1st month free (which was provided) and advised of the past due charges disputing the prior charges on 10/10/24 to dispute the past due balance, stating they were advised of receiving one month free of service, which they did receive. On 10/23/24 and 10/24/24 calls were made to Ms. ******** to advise of the past due balance with the toll free number for Ziply Fiber. Reminder notices were mailed to the service address on 09/29/24 and 10/24/24.  The account was suspended on 10/25/24 the account was suspended for non-payment and disconnected on 11/07/24 and effective dated back to the suspension date.
  Ziply Fiber has provided feedback to the salespersons manager.  Ziply Fiber advises the bills do contain ways to reach Ziply Fiber such as the toll-free number, or the option to chat in.
  Ziply Fiber advises emails were sent to the provided email from Ms. *************** The emails may have gone to the junk file or an incorrect email is on file.  Ziply Fiber was not notified if the emails were not would have provided these may have gone to the junk file or the email address could be incorrect.  Ziply Fiber was not notified of any trouble with the records, this has since been closed and written off.
  
  Ziply Fiber We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  I am a current Ziply Fiber customer. On December 30, 2024 a ********************** team was digging trenches near my house for future installtion of high speed fiber internet lines. That day, the digging crew accidently damaged my ******* cable TV line, completely knocking out my cable TV. The ******* repairman came out a few days later and determined that I will need to have the old damaged line replaced with a brand new line. This will require digging in my yard as well as impacting my neighbor because the ******* cable box is on the opposite side of his driveway from my house. The cable will have to be routed under his driveway and then towards my house. This is a major inconvenience to both my neighbor and myself. Furthermore, there may be permits required to do this work. Currently I am into week 4 without any cable TV and no scheduled date to have the new cable TV line installed. I have contacted Ziply Fiber about this issue and they said they would forward this to the engineering manager for "feedback". I have had heard nothing from Ziply Fiber since then.I need Ziply Fiber to take ownership of this problem. Last week, the city where I live (Sammamish, **) suspended the permit for Ziply Fiber to continue this work due to MANY complaints about Ziply Fiber's performance on this project. That's how bad this is. I shouldn't have to coordianate with another company to get their equipment fixed because Ziply Fiber does nothing to own up to their negligent actions. As a paying customer of **********************, I deserve better.

  Business Response

  Date: 02/11/2025

  Thank you for referring the complaint of ***** ****** to our office for review.  We appreciate Mr. ****** bringing this matter to our attention.
  
  The complaint states:
  Mr. ****** states on December 30, 2024 a crew was digging trenches near his home for future Fiber services. Further states his cable providers service was accidentally damaged, knocking out his cable service.
  Mr. ****** states the cable repairman came out a few days later and determined the damaged line will need to be replaced, this will require digging in his and the neighbor's yard and under the driveway. Permits may be needed to reroute the line under the driveway.
  Mr. ****** states his cable service has been out for 4 weeks now with no scheduled date to have the work completed. 
  Mr. ****** states when he contacted Ziply Fiber he was advised the information needs to be forwarded to Construction however he has not heard back from Ziply Fiber.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fibers Construction team advise a repair person was out on February 11, 2025. Due to ************ still covering the lawn he was unable to do any restoration/repairs, further stating they tried to make contact with the homeowner, but no one was home.
  Ziply Fibers *********************** is still making attempts to reach Mr. ****** but at this time has not been able to reach him, as his voicemail box is full.
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that ***** ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22864699
  
  I am rejecting this response because:  Ziply Fiber's response is completely FALSE.

  First, on February 11, 2025 both my wife and I were home the entire day.  No one from Ziply Fiber knocked on our door, nor rang the doorbell.  I did see several Ziply Fiber employees walk by and look at our yard, but they continued down the street without stopping.

  Second, my voicemail box on my phone is not full.  I received a phone call from ************ ("Ziply Fiber") on February 7, 2025 at 3:29 PM.  I missed the call but listened to the voicemail.  The person who left the message offered to call Xfinity to get things moving, but I have already done that. 

  I would like a $100 credit on my Ziply Fiber account to compensate for the damage caused by the excavation crew they hired to do work in *********, ***

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

  Business Response

  Date: 02/25/2025

  Thank you for referring the additional concerns of ***** ****** to our office for review.  We appreciate Mr. ****** bringing this matter to our attention.
  
  The rebuttal states:
  Mr. ****** states both him and his wife were home all day on the 02/11/25.  Further advising Mc. ****** did see several employees walk by his home, looking at the yard, but nobody knocked or rang the bell.
  Mr. ****** states his voicemail box is not full, Mr. ****** did receive a call from Ziply Fiber on 02/07/25. Mr. ****** states he missed the call, but did listen to the voicemail, the person that left the message offered to call his cable company, but he had already done that.
  Mr. ****** would like a $100 credit on his Ziply Fiber account to compensate for the damage caused by the excavation crew.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fibers Construction team advise a repair person was out on February 11, 2025. Due to ************ still covering the lawn he was unable to do any restoration/repairs, further stating they tried to make contact with the homeowner, but no one was home, this is the information provided by the construction team.
  Ziply Fiber construction team advised a call was made on 02/07/25 and on 02/10/25, a voice mail message was left both times, then on 02/11/25 an attempt was made to reach Mr. ****** but the voicemail box was full.  Ziply Fiber is unable to verify the number called.
  Ziply Fiber has issued the requested $100 bill credit, this will reflect on the 03/07/25 bill statement.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that ***** ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 02/26/2025

   
  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:01/26/2025

  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.

  In December they failed to send a bill, then sent a delinquent notice threatening disconnection and charged a late fee. I called and complained and they said they were aware of an issue with bills being mailed and waived the late fee. In January they also failed to send a bill. I called and the answering recording said they were aware of an issue with bills not being mailed. Then I received a notice in the mail threatening disconnection and charging a late fee.If they were aware of an issue with bills being mailed, then why do they persist with late fees and disconnect notices? If they are unable to mail bills, then why are they able to mail disconnect notices? How much revenue did they gain by not sending bills then charging late fees? The fact that this is now ongoing leads me to believe it is deliberate.

  Business Response

  Date: 01/29/2025

  Thank you for referring the complaint of ******* ******* to our office for review.  We appreciate ********** bringing this matter to our attention.
  
  The complaint states:
  Mr. ******* states he did not receive his December statement but did receive a delinquent notice and a late charge. When Mr. ******* contacted Ziply Fiber, he was advised they are aware of an issue with the statement and the late fee will be credited.
  Mr. ******* states he did not receive a January statement, when calling in the answering recording advised Ziply Fiber is aware of an issue with bills not being mailed. Then received a notice of the account past due, plus a late fee.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises an issue was identified where some customers did not receive their November, December or January statements on time. This caused the statements to be mailed later than normal.  The late charges that were on the December and January statements were credited, one on 12/17/24 and the other on 12/26/24. Reminder Notices were also mailed out advising of the prior charges.
  The January statement should arrive however it will arrive later than normal, the late fee that appears on the January statement has already been credited on 12/26/24.  The current balance owing is $167.68.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that ******* ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22859019
  
  I am rejecting this response because:
  

  The fraudulent late fees have not all been credited.  The amount they claim I owe is incorrect.  After not receiving the January bill I went ahead and paid the same amount we pay every month.  This payment should bring our balance to zero.

   I have banking records that show payment history and only being late when not receiving a bill.  I hope that Ziply can get their billing figured out and have these errors adjusted by the February or March bills.  

   Until then I will continue paying the same amount each month.  Since our rates have more than doubled in the past few years I am not accepting any more price increases

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

  Business Response

  Date: 02/07/2025

  Thank you for referring the additional concerns from ******* ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The rebuttal states:
  Mr. ******* states the late fees have not all been credited
  Mr. ******* states the amount Ziply Fiber claims he owes is incorrect.  Further stating he is not accepting any more price increases since the rates have more than doubled in the past few years.
  Mr. ******* states after not receiving his January bill and only paid late when did not receive the statement.  Further stating he paid the same amount that he pays every month
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber states the late fees were on the late fees were on the December 10, 2024 and the January 10, 2025 statement for $12.00 each.  Ziply Fiber has already placed a credit on the account for $24.00 ($12.00 x 2) which appears on the January 10, 2025 statement on page 1.
  Ziply Fiber advises consumers who opt out of paperless billing and/or autopay are subject to the monthly fees. Ziply Fiber advises these fees are increasing as of February 1, 2025. These fees reflect how our costs to process a manual payment and provide a paper bill have increased (print, paper, postage and labor).  We would rather save our customers time and money when they use autopay and paperless billing. Ziply Fibers online billing portal is ENTRUST Verified and consumers personal information including banking information is encrypted for security.  As far as receiving paperless statements this provides statements right at your fingertips in MyAccount also more secure with no lost or stolen mail with sensitive or payment information.  Ziply Fiber advises due to a billing error the November statement was mailed out late, therefore any late fees are credited.
  Ziply Fiber advises rate increases will happen from time to time as cost to maintain the facilities increases.  The recent increase on November 15, 2024 was advised on the October 2024 and November 2024 statements under customer important information.  These increases were $3.00 for the residential line, $3.00 for the Long Distance and $5.00 for the internet.  Services are month to month therefor subject to increases. The prior increase on Mr. ******** account was on the December 10, 2023 where the products had increased $9.00. December 10, 2024 had a prior balance and current charges have a due date of January 03. 2025.
  
  
  
  Ziply Fiber We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:01/22/2025

  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.

  Damaged grass, lumpy ground, cut water line, and plastic pipes sticking up out of grass. Lost water service until repaired. These people made a mess of my lawn and the pipes will get chewed up by my lawn mower.

  Business Response

  Date: 02/03/2025

  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 that Ziply Fiber damaged his lawn and have plastic pipes sticking out they will be damaged by his mower if not fixed.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises our field team has been in contact with *** ****** who have addresses his concerns.   
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** ****** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22845263
  
  I am rejecting this response because:

     While Ziply's contractor did cut down the pipe that was sticking out of the ground, the ground where the grass was is still lumpy and the lawn is still degraded.  Ziply's contractor says they will address this in about two weeks.  We'll see.

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

• Initial Complaint

  Date:01/20/2025

  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 own a duplex that I live in one unit and rent out the other unit. I woke up on the morning of August 26th 2024 to find someone installing Ziply Fiber to the other side of our duplex without our permission. The install was already completed by the time I noticed they were there so I couldn't have them stop. Part of the installation included drilling holes into our vinyl siding. I called Ziply 3 times to have them remove the line and repair the holes in our siding, but all 3 times they said they would have one of their contractors contact me to schedule a time to come remove the line, and I haven't had anyone contact me. Each time I call in, I let them know that no one has reached out and they say they will put in another order to have someone contact me, and then I never get contacted.

  Business Response

  Date: 01/31/2025

  January 31, 2025
  
  Thank you for referring the complaint of ****** ****** to our office for review. We appreciate Mr. ****** bringing this matter to our attention.
  
  The Complaint states that:
  During an unauthorized service installation, Ziply Fiber caused damage to the exterior of Mr. ******* home.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show that the resident gave permission for the work to be done and the equipment to be mounted on the home. Any perceived damages are between the resident and house owner.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22834943
  
  I am rejecting this response because: The instillation occurred without my permission, and I'm the homeowner. Ziply should not have accepted the resident's authorization to work on the property because he is not the homeowner. I have been reaching out, asking Ziply to come remove the line multiple times, and I haven't been able to get anyone to come remove the line.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/17/2025

  Thank you for referring the additional concerns of ****** ****** to our office for review. We appreciate him bringing these additional concerns to our attention.
  The additional concerns state:
  Mr. ****** states that he wants the Ziply Fiber equipment removed and the holes in the home repaired.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises that a technician will be dispatched to the home to remove the equipment and fill the exterior siding.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:01/19/2025

  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 offers Lifeline internet in my area, according to local government programs. That is difficult to do if it has not installed any actual optical fiber. Thinking that it operated like a normal, organized business, I called and filled out an online form asking when Ziply would install fiber at my address.(Near ***************************************************************************** -- not that it accomplished anything to tell Ziply that.)I was not asking for a precise date; I was asking more along the concept of "Will you be installing it this YEAR?"Everyone refused to tell me even a month, or even a year. This goes beyond poor disclosure and lack of transparency. This goes all the way to "This business is so poorly run and so disorganized that it DOESN'T KNOW."Even a customer who is good at planning needs some remote semblance of facts in order to plan. No one at Ziply communicates anything worthwhile or informative at all -- other than "We don't know and we aren't saying."

  Business Response

  Date: 01/23/2025

  Thank you for referring the complaint of Veejay **** to our office for review.  We appreciate Mr. **** bringing this matter to our attention.
  
  The complaint states:
  Mr. **** states Ziply Fiber offers lifeline internet service in his area, and would like Fiber internet installed at his residence.
  Mr. **** would like to know when Ziply Fiber will be installing service to his address.
  
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises the apartment complex (The Fields) has no Ziply Fiber facilities in the building.
  Ziply Fiber advises in order to bring Ziply Fiber facilities in to the complex, this would need to be initiated by the apartment complex.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Veejay **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the lack of fiber installation and the lack of further help from the business.
  
  Sincerely,
  
  Veejay Dark

• Initial Complaint

  Date:01/18/2025

  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.

  Ziply Case ******** Moved apartments September of 2023 (same building different apartment).Called Ziply and asked about process. Was *** on agreement.Followed Ziply's process, internet was moved timely.Changed payment methods during the move.After the move found that we were being charged on the old apartment and the new apartment.July of 2024 double billing stopped, but no refund.Have contacted Ziply 8/30, 9/5, 9/28, 10/2, 10/4, 10/10, 12/31, 1/2/25, 1/11/25 Several different promises to forward to managers for approval of refund. Further promises to call us back with updates. Have never been called back and refund has not been received.There has been no question about whether a refund is due. **************** has been polite and apologetic, but clearly do not have the authority to move things on their own. That leads me to the conclusion that either Ziply is unable or unwilling to execute a refund.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Thank you for referring the complaint of **** **** to our office for review. We appreciate Mr. **** bringing this matter to our attention.
  
  The Complaint states that:
  Mr. **** states he was billed for data service despite moving from that location into a new apartment.
  Mr. **** asking for a refund of $1044.43 for the 11 months.  
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records do not show the Mr. **** called to have his data service moved to the new home. Additionally, the order to install service at the new location was placed online via the customer self service portal.
  ********************** advises it is the end users responsibility to report to Ziply Fiber billing errors within 30 days from receipt of the bill. If not reported within 30 days, you agree that all such billing errors are waived, and no credits will be provided.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22830752
  
  I am rejecting this response because it is an unacceptable solution. Ziply is not denying the facts of the situation, but instead saying they shouldnt refund the money because we used their portal (as directed) and because of a a 30 day billing complaint timeline.  Ill take their arguments in order.  Since the Self serve portal is where ziply directed us to put in a service order by definition it should capture the information necessary to mange a transaction like this.  That it failed is Ziplys design problem not the customers.    Second since our complaints eventually stopped the double billing ziplys solution should be for a partial refund tied to the 30day call window not a total denial. Lastly, I have documented calls that ziply did not record in their call log, so that they have no record of earlier calls only supports that they failed to record the conversation not that the calls did not happen.  The facts remain that ziply billed and collected for service not delivered due to poor portal design and back of the house systems.  This was exacerbated by a call system that is poorly documented and not timely.  Ziplys position that their poorly designed customer communication systems precludes customers from collecting over bills if allowed to stand will become a standard for large corporations everywhere to overcollect and keep funds not due them, which I believe is against many of the consumer protections contained in state and local laws.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my service in the summer (7/5/24) and was told it was cancelled but they did not cancel. I continued to pay the bills thinking it was the final amounts due then called when I received a notice of outstanding balance. They said there was no record of closing my account even though I was emailed with instructions to return my router (attached) and would not clear my balances. I tried to log into my account to see if anything was due and they had closed my account so I could no longer check. I assumed they had either cleared the erroneous balance or would send out a final invoice but instead they then sent my account to collections without sending me a final bill. I attached screen shots of my call to customer service on 7/5 as well as the email they sent after the call confirming I was cancelling my account. I would like a refund of all amounts paid after 7/5/24 including the $169 that I paid to the collection agency.

  Business Response

  Date: 01/29/2025

  Thank you for referring the complaint of *** *** to our office for review.  We appreciate *** Day bringing this matter to our attention.
  
  The complaint states:
  *** Day states he contacted Ziply Fiber on 07/05/24 and was advised the service was cancelled.  However, the account was not disconnected until 11/13/24 when *** Day called in.
  *** Day states he continued to pay the bill thinking it was the final amount, then received a notice of account past due. Further stating his account was sent to collections without a final bill being provided to him.
  *** Day states he received an email with instructions to return his router.
  *** Day states when trying to log into his online account, he was unable to any information on the closed account.  *** Day would like a refund for services paid after 07/05/24 along with the $169 that he paid to a collection agency.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has no record of *** Day speaking to a representative on 07/05/24. Records do show the account was disconnected on 11/14/24.
  Ziply Fiber advises monthly email notifications were provided advising of the monthly bill statements, which were available online until the account was closed.  A reminder notice was mailed on 11/07/24 with a balance of $169.28 due by 11/14/24.
  Ziply Fiber advises information/instructions to return a router can be found on our website, there is no records of a call in or an account notation of a call in on 07/05/24.
  Ziply Fiber advises a payment of $169.28 was received on 09/03/24 which covered services from 07/07/24 thru 09/6/24.  Ziply Fiber received a payment of $169.28 on 01/22/25, however the bill balance was $260.30 at the time of disconnect *** Day was provided a one-time credit of $91.02 as a courtesy.  The $260.30 covered services from 09/07/24 thru 12/06/24 the end of the billing cycle.  End of cycle billing for internet information can be found on each monthly bill statement.  Therefore, there is no credit due and the charges are valid.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that *** *** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 02/21/2025

  I wanted to follow up on case 22824838. I tried to follow up with the business who had emailed me for additional information but they have become unresponsive. I would like to reopen the case if necessary. 

  
  
  

  Thanks,

  ***

  Business Response

  Date: 02/28/2025

  Thank you for referring the additional concerns of *** *** to our office for review.  We appreciate *** Day bringing this matter to our attention.
  
  The rebuttal states:
  *** Day stated he emailed Ziply Fiber after additional information was requested however they became unresponsive.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has advises the email has since been located and Ziply Fiber has responded to *** ***************************** advises they are unable to locate any records or proof that *** Day did reach a representative on July 5, 2024 therefore the charges are valid.
  
  We trust 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