Business Profile

Internet Providers

Ziply Fiber

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

345 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:01/10/2025
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.
Ziply charged twice (2 x 60) on my service in September. I contacted customer service 5 times since Oct for a refund but never got it. They asked me to wait for a response and I never got a reply. I had to contact them multiple times to follow up on the problem but they transferred from team to team and created multiple cases without actually solving the problem.
Business Response
Date: 01/15/2025
Thank you for referring the complaint of ****** ** to our office for review. We appreciate ****** ** bringing this matter to our attention.

The complaint states:
****** ** states he was charged twice (2x60) for services in September.
****** ** stating they have contacted Ziply Fiber multiple times for a refund but have not received a refund for the overpayment.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber records do show two payments processed for September 1 on 09/17/24 shows a one-time payment and the other on 09/23/24 shows an auto payment deducted.
Ziply Fiber records do show the account was debited the $60.00 on 10/27/24, and review of the refund does show it failed to process.
Ziply Fiber has placed a credit on the account for the failed refund, therefore the online account has been updated to $0.00 for the current balance.
Since the statement amount was $60 with an autopay scheduled to be deducted on 01/26/25 the credit should reflect on the following statement, generating on 02/01/25 therefore there will be no payment due at the end of February.

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
Initial Complaint
Date:01/10/2025
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.
I had service with this provider, I notified them of cancellation of service on 11/18/2024. I was emailed that confirmation and I returned their property per their request. I was told the service would end on 12/06/2024. They collected money from me after service was cancelled and have not returned my money after several attempts of me resolving the issue. I m owed $76.31.
Business Response
Date: 01/23/2025

January 23, 2024

Thank you for referring the complaint of ***** ******** to our office for review. We appreciate Ms. ******** bringing this matter to our attention.

The Complaint states that:
Ms. ******** states she is owed a refund on her closed Ziply Fiber account.

********************** has investigated the above statements and offers the following response:
Ms. Enriquezs account was closed on 12/31/24. Any refund will be processed 2-3 billing cycles after that date.

We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.

Sincerely,
Ziply Fiber Executive Customer Relations
Customer Answer
Date: 01/23/2025

Complaint: 22792054

I am rejecting this response because: I feel ***** days way too long to wait for a refund. The mistake was on their part in taking my money when I had given them plenty of notice on the cancellation of my service. I have never been late in paying my bill so for them to float my money to ***** days is robbery.

Sincerely,

***** ********
Initial Complaint
Date:01/09/2025
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.
Today Ziply Fiber employees tore the top off one of our trees. We would like the company to send an arborist to properly prune the damaged portion. January 9, 2025.
Business Response
Date: 01/16/2025
Ziply Fiber

Thank you for referring the complaint of ***** ******** to our office for review. We appreciate Ms. ******** bringing this matter to our attention.

According to the complaint:
Ms. ******** states that Ziply Fiber tore the top off her tree and would like the damaged portion to be repaired.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber advises the tree in the utility right of way near Ms. ********s home has been repaired per her request.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.

Sincerely,
Ziply Fiber Executive Customer Relations
Customer Answer
Date: 01/23/2025
******,

The case has been resolved. Thank you!

*****
Initial Complaint
Date:01/08/2025
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.
We have been without phone and internet since before Christmas. I have an elderly parent living with me that is very sick. In addition, I run an equine boarding facility where people can get hurt. I have no way of calling police, fire or ambulance if needed. I have called Ziply at least 10 times. I have had 5 now shows. 2 appointments with technicians that actually made the situation worse. In addition, I have been charged ***** a month since Ziply took over from frontier for a frontier service that Ziply does not provide. That is almost $800. I have asked for a refund 3 times and so far, they are refusing to refund the money. I have spent 40 hours waiting for people to show. I am never told no one would not show up. In addition, I have lost potential clients as we have no way for people to contact me. I have to drive a mile from my house just to get cell service to call Ziply. I am looking for a refund of the $***** a month for 4 years and 8 months plus reimbursement for my time of 40 hours waiting for technicians to arrive.
Business Response
Date: 01/14/2025
Thank you for referring the complaint of **** ******* to our office for review. We appreciate Ms. ******* bringing this matter to our attention.

The complaint states:
Ms. ******* states she has been without phone and internet since before Christmas and she does have elderly parents living with her and runs an equine boarding facility, so the phone service is needed for emergencies and contacting 911.
Ms. ******* states she had made multiple calls to Ziply Fiber, further stating the service is worse, and is requesting reimbursement for her time.
Ms. ******* states she is being charged $13.99 for a Premium tech support service and was advised Ziply Fiber does not provide this service. Ms. ******* is requesting credit for 4 years and 8 months of the tech support service.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber records show multiple trouble tickets for internet and some for-phone service. The first trouble was reported 12/26/24 each time trouble was reported the repairs were completed. On 01/13/25 notations on the account indicated the internet was still not working, therefore Ziply Fiber did dispatch another technician on 01/14/25 whom verified the line was fixed the previous day, and the internet was working. The issue is with the customers laptop not the internet connection.
Ziply Fiber in this instance has applied time out of service credit from 12/26/24 through 01/14/25. This credit will reflect on the 02/01/25 bill statement. Ziply Fiber does not provide reimbursement for time.
Ziply Fiber advises the $13.99 Premium tech support service is still a valid service, just not offered to new consumers. ************** no longer wants the service, she would need to call in and request this service to be removed from her account. Credit is not 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: 01/22/2025
I absolutely do NOT agree with their response. I was told by customer service the ***** service no longer exists and hasnt since Ziply bought from frontier. Our service does not work. I would like further resolution of this case.
Initial Complaint
Date:01/08/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday I received a letter from a collection agency informing me that there is a balance due with Ziply Fiber. Today I reached out to Ziply Fiber for an explanation since this did not make sense to me (my account is on auto payment each month).Customer service agent (Jettica) could not provide an explanation as to why this was happening other than to keep repeating that Ziply Fiber issued me a refund back in October 2024, which now had to be paid to the collection agency.Neither the agent nor her supervisor, ***, could explain to me why Ziply Fiber did not contact me regarding this "debt" instead of passing it off to a collection agency. I had received no communication whatsoever from Ziply Fiber that there was a balance due. Looking at the online account also did not have any indication of any balance.This charge has to do with a previously closed account, which had been now closed for several months. I had been issued a credit for that account since billing continued past its closing. Neither one of the people I spoke with at Ziply Fiber today could explain why another agent issued a credit that I now have to pay back to the collection agency. They could not determine the cause since the agent did not put in any notes "due to a high volume of calls" at the time.Ziply Fiber has been consistently mishandling billing on my account and this is yet another instance of their gross incompetence. They failed to notify me of a problem with a previously closed account, which was due to their own internal error. And now they expect me to deal with a collection agency!The resolution I am seeking is for Ziply Fiber to clean up their own mess as follows:1. Cancel any collection efforts since my account is current and they made an error on the previous account.2. Notify the collection agency to issue a confirmation of the above action in writing, clearing up any negative report on my credit.Thank you for assistance!
Business Response
Date: 01/17/2025
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 he received a letter from a ****************** regarding a balance due from Ziply Fiber. Further stating he received no communication about the debt.
Mr. ******* advises the agents were unable to provide an explanation of the notice.
Mr. ******* wants this removed from the collection agency and wants to make sure it does not negatively affect his credit report.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber advises Mr. ******* is enrolled in paperless billing, therefore should have received notification via email.
Ziply Fiber records show this was previously resolved, however shows Mr. ******* received a refund, and the debit was placed back on the account, in this instance I have credited this debit.
Ziply Fiber ********************** is contacting the outside collections and cancelling the placement (pulling this back from the outside collections). The credit report has not been affected.

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: 01/20/2025

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.
I am also requesting a written confirmation from Ziply Fiber and/or the ****************** involved that there is no longer any debt owed by me to Ziply Fiber and that no further collections efforts are being pursued to collect any such debt(s) from me on behalf of Ziply Fiber.

Sincerely,

********* Piliper
Initial Complaint
Date:01/02/2025
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 had a land line phone with Ziply Fiber for years (account #*********************. On September 26, 2023 Ziply installed their internet service in my house and included my phone service in this installation keeping my same phone number. I have a new account. I now pay my phone bill as part of my internet service. They said they discontinued my old phone account. After that I started getting bills from my old phone account. I called ********************** 4 times between September 30, 2023 and October 24, *************************************************************** Each time they agreed to close the account. Now, on December 26, 2024 They have billed me again with added late charges. I have my account on auto pay with my credit union so I never have an unpaid bill. How do I get Ziply to stop billing me for an account I don't have anymore? This could ruin my credit standing.
Business Response
Date: 01/16/2025
January 16, 2025

Thank you for referring the complaint of ***** ********** to our office for review. We appreciate Ms. ********** bringing this matter to our attention.

The Complaint states that:
Ziply Fiber is still sending bills for Ms. *********** voice only account that was supposed to be disconnected in September 2024.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber advised that Ms. *********** voice only account has been disconnected as of 11/22/24 and the balance owing of $170.28 has been removed.

We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ********** has experienced as a result of the above matter.

Sincerely,
Ziply Fiber Executive Customer Relations
Customer Answer
Date: 01/16/2025

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,

***** ****-*****
Customer Answer
Date: 02/07/2025
Today (2/7/2025) I received a new bill that they said they had removed. See attached
How can I get Zipley to stop billing me?

***** ****-*****
Business Response
Date: 02/17/2025
Thank you for referring the additional concerns of ***** ********** to our office for review. We appreciate Ms. ********** bringing these additional concerns to our attention.
The additional concerns state:
Ms. ********** states she received another bill for her closed Ziply Fiber account and wants them to stop.
Ziply Fiber has investigated the additional concerns and offers the following response:
Ziply Fiber advises that Ms. ********** account is closed. Please note, the final billing process can take 2-3 bill cycles however, the is no balance owing by the customer.
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 Relation
Customer Answer
Date: 02/18/2025

Complaint: 22733718

I am rejecting this response because: ****** has turned me over to collection with ************************** even though they claim to have removed the $170.28.

Sincerely,

***** ****-*****
Business Response
Date: 03/06/2025
Thank you for referring the additional concerns of ***** ********** to our office for review. We appreciate ************* bringing these additional concerns to our attention.
The additional concerns state:
Ms. ********** states Ziply Fiber reported her account to a collection agency.
Ziply Fiber has investigated the additional concerns and offers the following response:
Ziply Fiber advises that Ms. ********** account has been pulled from placement at **************************.
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 Relation
Customer Answer
Date: 03/06/2025

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. I have had Ziply as my provider for phone and now also for internet for a long time and I've been hopeful that I could continue with Ziply. I was on the verge of looking for a new internet provider. I am so glad we have resolved this matter as I am very happy with my new internet/phone service.

Sincerely,

***** ****-*****
Initial Complaint
Date:12/29/2024
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.
SINCE THE BEGINING OF SERVICE WITH ZIPLY FIBER, WE HAD ISSUES. STARTING WITH THE REPLACEMENT OF SEVERAL NEW BOXES, WE NEVER HAD A FULL MONTH OF SERVICE WITH ZIPLY FIBER. IN THE LAST SEVERAL MONTHS, WE HAVE HAD TO CALL AND HAVE ZIPLY TO SEND A TECHNICIAN 4 TIMES TO REPLACE BOXES, THE ENTIRE FIBER FROM THE **** TO THE HOUSE, ETC..EACH TIME I WAS TOLD I WOULD BE COMPENSATED FOR NOT HAVING INTERNET THOSE MONTHS. THE MOST RECENT TIME WAS NOVEMBER 26TH AND I WAS TOLD THAT I WOULD RECEIVE TWO FREE MONTHS OF SERVICE (I WAS ALREADY SUPPOSE TO RECEIVE FOR SEPTEMBER AND OCTOBER AS WELL). WHEN I SPOKE TO THE AGENT I WAS ASSURED MY BILL WASNT DUE UNTIL JAN AND THAT THE ***** WERE IN PLACE. MY SERVICE WAS DISCONNECTED ON 12/26 DUE TO BILL DUE (WAS NOT SUPPOSED TO BE DUE UNTIL JAN) AFTER PAYING A FEE OF $82.26 I WAS ASSURED SERVICE WOULD BE REINSTATED IMMEDIATELY. THIS WAS A LIE, I WAS TOLD IT WOULD BE 12/31 BEFORE I COULD HAVE SERVICE AGAIN. THIS IS TOTALLY UNACCEPTABLE
Business Response
Date: 01/10/2025
Thank you for referring the complaint of ***** ******* to our office for review. We appreciate Ms. ******* bringing this matter to our attention.

The complaints states:
Ms. ******* states since the beginning of her service with Ziply Fiber she has had services issues and has not had working service a full month.
Ms. ******* states shes had technicians out on four occasions who have replaced her router and the fiber line from the road to the house.
Ms. ******* states each time she was advised they would be compensated for not having internet. Ms. ******* states she was supposed to receive credit for the month of September and October and was told she would get another two free months on 11/26/24.
Ms. ******* states she was assured the bill wasnt due until January and the credits had been provided but her service was suspended for non-payment on 12/26/24.
Ms. ******* states after paying $82.26, she was initially advised the service would be reinstated immediately but was later advised it would not be until 12/31/24 which is unacceptable.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber records show Ms. ******* initially established service on 12/23/23 under account number ************. The billing account was suspended for non-payment on 5/20/24 and was completely disconnected on 7/8/24. Ms. ******* made a payment on 7/11/24 in the amount of $471.56 to bring the account current but it had already been permanently disconnected. Ms. ******* was provided credit back to the suspension date of 5/20/24 and received a refund of $212.76.
A new install order under account number ************ was issued on 7/11/24. Account records show this service was initially suspended on 8/29/24 due to no payments had been received since the account was re-established. Ms. ******* made a payment in the amount of $232.09 on 9/12/24 which covered the past due balance for the July and August bill statements and the service was restored the same day. Ziply Fiber sent a reminder notice on 11/11/24 for a past due balance of $201.48 due 11/26/24. No payment was received, and the account billing was suspended for nonpayment on 11/27/24.
Ziply Fiber has record of a trouble ticket issued 7/25/24 that was completed 7/27/24. Ziply Fiber received a call on 8/22/24 regarding router issues but the call went to dead air, so no action was taken. Ziply Fiber records show a trouble ticket was issued on 11/25/24, a technician was dispatched on 11/26/24 and work order notes advise the drop was open due to customer screwed through the drop.
Account notations advise the customer reported ongoing service interruptions and the agent offered two months of service credit even though the trouble history does not support this amount of service credit. This credit was provided on 11/29/24 and reflected on the 12/11/24 bill statement however this did not cover the full past due charges owing and left a remaining past due balance of $106.54. Ziply Fiber sent another reminder notice, no payment was received, and the account was disconnected completely on 12/26/24. Ms. ******* called on 12/26/24 and the agent provided another credit for the full December charges and collected a payment of $82.26, however the account had already been disconnected permanently so a new account had to be created. Records show this account has been over credited.
A new installation order was issued with a due date of 12/31/24 however Ms. ******* cancelled the order.

We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******* has experienced as a result of the above matter.

Sincerely,
Ziply Fiber Executive Customer Relations
Initial Complaint
Date:12/19/2024
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.
Complaint Details:I am filing this complaint against Ziply Fiber for repeated billing issues and unfulfilled promises to resolve them. I was initially paying $40 per month for internet service, but without notice or proper justification, my bill increased to $70 per montha significant jump.I have contacted Ziply Fiber customer service three times over the past two weeks, spending over an hour on the phone each time. Despite assurances and promises from multiple agents that my rate would be restored to $40, this has not happened. I was given a ticket numbers, but the changes promised were never implemented.During one of these calls, the representative even appeared to pretend not to hear me, which felt like an attempt to frustrate me into giving up. Each time I requested to speak with a supervisor, I was told no one was available. This repeated cycle of misinformation and broken promises has left me frustrated and distrustful of the company.Desired Resolution:I am seeking immediate correction of my monthly bill to the original agreed-upon rate of $40. Additionally, I would like assurance from Ziply Fiber that such issues will not occur again in the future.
Business Response
Date: 12/27/2024
Thank you for referring the complaint of Ms. ***** ******* to our office for review. We appreciate ********** bringing this matter to our attention.

The complaint states:
Ms. ******* states she was initially paying $40 per month for internet service and without notice her bill increased to $70 per month.
Ms. ******* states she contacted Ziply Fiber and was assured her $40 rate would be restored.
Ms. ******* would like assurance this will not happen again.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber advises the One-time introductory price is for the first 12 months. This information was listed on each monthly bill statement advising of the $25. Discount thru 11/12/24.
Ziply Fiber in this instance has restored the introductory offer, this was readded to the account on 12/27/24 and the discount will continue for 12 months, this will reflect on the 01/13/25 bill statement and thereafter until the discount expires.
Ziply Fiber advises after the introductory price/offer ends Ms. ******* will be paying the current rate for the internet service.

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: 12/27/2024

Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:12/17/2024
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.
Our internet went out on 12/15/24. I called ******* customer service to setup an appointment for service. They gave me a time between 1:00pm and 5:00pm on 12/17/21. Zipply cancelled my appointment the day of saying they fixed it on their end. It did not fix my issue and we were still without internet. They refuse to honor the appointment and are making me stay home another day to meet the technician. They refuse to fix a their service that I pay them for.
Business Response
Date: 12/26/2024
December 26, 2024

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. ***** advises that his Ziply Fiber data service isnt working, and we failed to show up to repair it on 12/17/24 as expected.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber apologizes if a repair appointment was missed. On 12/21/24, Mr. ***** confirmed his data service is now working. I credit for 30 day of data charges has been applied to the account and will reflect on the 1/17/25 statement.

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
Initial Complaint
Date:12/15/2024
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 recently started a new internet setup but that was a nightmare.The first appointment should be on 8:00am - 12:00pm 12/13/2024. Ziply's technician showed up around 9:00am. 20 mins after that, he claimed he need get something and he will "be right back". I waited whole day Friday but he never appear again. There was no communication in the middle telling me what is going on, or he cannot made it. No phone calls, no messages. In the afternoon, I spent hours talking with Ziply's customer service and my sales, trying to figure out what was going on and where was the technician. But was told only thing I can do was wait. At the end of day, my appointment was rescheduled to 1:00pm-5:00pm 12/15/2024. But that is not the end of the nightmare. We have been waited there whole afternoon and Ziply's technician failed to show up again. And again, we didn't receive any communication prior to that or during the day if the technician cannot make it. No one picked the customer service phone. We don't even know who to call.I need Ziply to dispatch a responsible technician (not anyone who will run away/fail to show up silently) finish the installation immediately. They have been keeping us waiting without any notification twice, for more than one day in total. We have business to handle and my son has also been cancelling his online classes for quite a few days. So shameful!
Business Response
Date: 12/26/2024

December 26, 2024

Thank you for referring the complaint of ******** *** to our office for review. We appreciate Jiongwei Xuebringing this matter to our attention.

The Complaint states that:
Jiongwei Xue states Ziply Fiber has failed to show up for multiple appointments to upgrade the data service.

Ziply Fiber has investigated the above statements and offers the following response:
Ziply Fiber advises that ******** *** requested a speed upgrade that required additional field work that caused delays. Records show that on 12/20/24 the project was completed, and the service was upgraded.

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

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