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:08/15/2024

  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.

  Landline is unreliable. Issues for over a year, with no dial tone, dropped calls, static. Monthly bill is $64.21/month. We are in a rural area with no cell service available. Our only source of communication for emergencies, medical doctor appointments, family etc. is a reliable phone line. We contact Ziply with issues and they give us an appt. date days later. No technician has ever come out to our home, but a few hours later the issue is fixed, until the next time. Others in our area have the same problem. What they just do not want to do is spend the money to upgrade the equipment. If we have an emergency and can not call for help we have to drive 12 miles to town, 24 miles for medical facilities. We are senior citizens and are paying for a reliable phone. We have been patiently waiting for them to fix the problem. Hopefully, you can help us . Thank you.

  Business Response

  Date: 08/28/2024

  Thank you for referring the complaint of ***************************** to our office for review. 
  
  The complaint states:
  ******************** states he is in rural area with no cell service and the landline is unreliable. ******************** states hes had ongoing phone issues for the past year with static, no dial tone and dropped calls. 
  ******************** states they contact Ziply Fiber, they are provided an appointment date days later, no technician ever comes to her home, but the issue is fixed until the next time. 
  ******************** states they are senior citizens and paying $64.21 per month for reliable phone service. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** has reported four trouble tickets in the last year, including two in June, one in July and one in August. Each time trouble was reported, a technician was dispatched and resolved the issue. There was a total of 10 days of reported trouble during this time frame and ******************** advised during the report in July that the issue had been ongoing for 7 days before they called to report it.  
  Ziply Fiber advises that repair issues do not always require the technician to visit the customer premise, that issues can be found anywhere from the customer premise to our central office or on another network. Ziply does request an alternate contact number on the repair ticket and sends text updates regarding the status of the repair including when a technician has been dispatched to resolve the issue, if work is required at the residence and when the repair is complete. 
  Ziply Fiber has issued 17 days of service credit for the outages since June in the amount of $24.93 plus appliable taxes ($43.99/30x17 days = $24.93). This credit will reflect on the 9/25/24 bill statement.  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 09/02/2024

   
  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:08/09/2024

  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 have moved from my old address and cancelled the Ziply Fiber internet service. I was confirmed by customer support that the service is terminated on July 12th and the last bill has been paid in full. I was also confirmed that my autopayment has been removed.However I was still getting charged $40 on Aug 3 and while the customer support team acknowledged issue on their end, in the first call they told me a cancellation of the charge has put in place and the charge should be reverted which didn't happen. A second call they were telling me refund process will take 2-3 months to process and not going back to original payment, which is unacceptable solution. And said I can also go with dispute through my credit card.After I go through the dispute process with my bank, I was charged again on Aug 9 for another $40. And this is after confirmation of auto payment has been removed in the multiple calls I've done. This is not acceptable at all and I've been spending hours calling on the matter and trying to get Ziply Fiber to stop charging me.

  Business Response

  Date: 08/19/2024

  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 moved and cancelled his Ziply Fiber internet service with a termination date of July 12, 2024.
  ************ verified the bill was paid in full, and the autopay was removed.  However, ************ states on August 3, 2024 an attempt to cancel an autopay was preformed, but the money was not placed back on his card.
  ************ contacted Ziply Fiber and was advised the disconnect refund process is any refunds are processed in 2-3 months and do not go back to the original form of payment.
  ************ states after he had contacted his bank disputing the payment, he was then charged again on August 9, 2024 for an additional $40 after confirming the auto payment was removed.
  ************ wants his refund, and no further charges.
  
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show the account was disconnected on July 12, 2024.
  Ziply Fiber shows the July 3, 2024 payment was made via autopayment.  However, the August 3, 2024 payment shows as a one-time payment not an autopayment.
  Ziply Fiber records do show another one-time payment was processed on August 9, 2024.  However, the payment information has since been removed from the account.
  ********************** records show the disconnected account refund process has started (on 08/14/24) and the payment will be processed in ***** business day in the amount of $80 and mailed to the mailing address on file (which appears to be the updated address)
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/17/2024

  I would like to send a followup message of the complaint 22117489. 

   

  Even though the business claimed that the issue was resolved and my payment method removed, I received another automatic payment notification today. with the following payment details.

   

  Account Number: *********************
  Confirmation Number: 218478737
  Payment Type: Automatic Payment
  Payment Amount: $40.00
  Payment Date: 10/02/2024
  Payment Method: <hide for privacy but it still have my payment card>

   

  Could you please help update the case and forward the issue to the business. I've wasted so many times trying to get the business to stop charging me and I request them to fully remove my payment information and stop the auto payment.

   

  Thanks,

  Yuwen

  Business Response

  Date: 09/18/2024

  Thank you for referring the additional concerns of ***** **** to our office for review.  We appreciate Mr. **** bringing this matter to our attention.
  
  The additional concerns states:
  Mr. **** states he cancelled his Ziply Fiber internet  service with a termination date of July 12, 2024.
  Mr. **** states he received notification of a automatic payment scheduled for October 2, 2024 and wants his payment method removed, and no further payments deducted.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show the account was disconnected on July 12, 2024.
  Ziply Fiber advises due to a system error the automatic payment was scheduled.  The payment has now been cancelled and all credit card information has been deleted from the system.
  Ziply Fiber apologizes for the error.
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 10/17/2024

  I would like to follow up on the complaint 22117489.

   

  Even with the prior commitments and message from Ziply Fiber, I now received another mail on Oct 17, *************************************** the amount of $40 and now threatens to send it to debt collection. 

   

  In the letter, the account number is ********** ****** 5, the past due date is 10/08/24 and final due date is 10/19/24. The amount due is $40.00. 

   

  I am requesting and demanding Ziply Fiber to audit and fix their internal system and stop trying to collect an incorrect balance from me. And stop harassing me with these payment due notifications because it has cost me too much time to handle. And I would like Ziply Fibe to send me a guarantee and confirmation in writing that they WILL NOT be trying to charge me moving forward since this is an invalid charge.

   

  Thanks,

  Yuwen 

  Business Response

  Date: 10/29/2024

  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. **** received a reminder of account past due letter in the amount of $40.00, which had a final due date of 10/19/24.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records indicate on August 19, 2024 Ziply Fiber received a charge back notification from ************** therefore a debit of $40 was placed back on the account.  The bill statement that generated on September 13, 2024 and again on October 13, 2024 statements are showing the prior charge of $40 due to the charge back.  This caused a reminder notice to be generated for the $40, with a due date of 10/19/24.
  In this instance as a courtesy Ziply Fiber did credit the $40 bringing the bill balance down to zero which will reflect on the November 13, 2024 statement.
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:08/07/2024

  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 upgraded my internet speed and are paying $40.00 more per month for the last 3 years.I just found out because my internet speed was lagging and they sent a tech out to help usit turns out the person who came out 3 yrs ago never installed the wires correctly to get us the speed we were suppose to get. So, then what were we paying $40 more for each month? For what we would have gotten anyways? I am requesting to get a refund of $40 per month for the last 3 years back. I dont care if its a credit or a check but I am asking for this matter to be corrected. I dont think I am being unreasonable.I have never missed a bill nor was I late on a bill.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate *********************** bringing this matter to our attention.
  
  The Complaint states that:
  *********************** upgraded their internet 3 years ago and have been paying $40 more per month for a speed they never received.
  *********************** would like a refund for the 3 years of overbilling.

  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber records show that on 9/12/20 *********************** changed from our $75 200M data plan to our $70 1 GIG plan lowering the bill by $5.
  Ziply Fiber advises that no refund is required, however as a courtesy a 12-month promotion of $25 has been added to the 1 GIG product. Please note the discount expires on 8/6/25.
  
  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:08/07/2024

  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.

  Calls made from My home landline are often rerouted and random people answer. The person I actually dialed has no record of my call. Ive been unable to use my home phone because I never know which calls zilply is going to reroute. This is a huge security issue as I could be calling scammers and not know it. *** spent hours on the phone explaining the issue and have multiple open tickets. They've asked me for the numbers Im trying to call and have verified that they are working numbers. My friends and family are tired of getting calls from them since after they verify a number they never fix the issue. They've tried to say that the problem is with the person Im callings phone but it happens with almost all cell numbers and I know for a fact they have different service providers. Ziply also promised to send me my record of the outgoing calls but I never got it. I have serious concerns about this company and feel that they've highjacked my home phone. They also billed me for services I never agreed to and put unwanted features on my line including a party line and 3 way calling. Ive had these things removed but still have major issues with the line.Please help. I plan on lodging complaints with other consumer protection agencies as well. Ive had a landline before and never experienced these type of problems.

  Business Response

  Date: 08/12/2024

  Thank you for referring the complaint *********************** to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  The complaint states:
  **************** states her landline phone is rerouting some of her calls and has spent hours on the phone explaining the issue with multiple tickets opened.  **************** was advised it may be on the other provider network when testing was done with her family and friends.
  **************** states she has also been billed for services/features that she has not agreed to, including a party line and 3 way calling.  Stating these things have been removed.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber has traced the (3) call examples **************** provided.  A trunk setting issue was located and fixed, **************** has again tested the numbers and verified they are now working.
  Ziply Fiber advises when the technician completed his trouble ticket on 07/22/24 this resolved the issue of **************** hearing others on the line (party line).  Ziply Fiber advises **************** was not billed for any 3-way calls.
  Ziply Fiber has spoken to ****************, verified her services are working correctly and explained the products and the per minute rate for her local calls and long-distance calls.  Should **************** have any questions in the future she does have a contact number for Ziply Fiber.
  
  
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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.

  Ordered land line service for my 89 year old father. Was told the price for service was under $50 a month. Was VERY SPECIFIC on how much we could pay and was reassured that the amount of the check would be under$50 month. Received first bill charges were $137.52. Called office and was transferred multiple times to people who only wanted to change the service. I said I wanted to cancel service and only would I pay what I agreed upon. Then was sent a second bill with another months charges and late fees totaling $229.11 He hasnt even lived in the apartment for 2 months and there is nothing stating cancellation on the account. I was also VERY CLEAR ON STOPPING SERVICE IMMEDIATELY! And that their fees and taxes were over double of the service we agreed to. I do not have an issue for paying 1 month of the agreed amount. Not the inflated amount that I was billed.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The Complaint states that:
  ********************** states she was quoted $50 for Ziply Fiber voice service. 
  ********************** states she spoke to a customer service agent and cancelled the phone.
  ********************** states she will pay for one month of service for $47.99.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that ********************** was quoted $47.99 for the voice service and $46.25 for the (one time) voice connection fees.
  Ziply Fiber records show ********************** spoke to an agent on 7/26/24 and the service was cancelled per her request.
  Ziply Fiber advises that billing for 41 days of voice service was provided ($64.59) and the (quoted) connection fees of $46.25 (total $111.84) are valid.
  Ziply Fiber advises the 8/21/24 billing statement will show the pro-rated credits for the voice service. The remaining amount owing of $111.84 will be sustained.
  
  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:07/31/2024

  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.

  Respected BBB,I was a new customer to ********************** in Nov 2023 and installed its internet services. Prior to installation, Ziply fiber has confirmed no installation fee for me as a new customer. However, they sent me a bill of $90 this year as installation fee. I called them on April 7, 2024 and they have realized it was a billing error on their end and has created $90 credit in my account to offset. The net bill should become zero, which means I do NOT owe any dollar to Ziply. The confirmation number of the $90 credit is ******** on April 7. My account number is *********************. However, Ziply billing made a second mistake and did not capture this $90 credit. In June I received debt collection notice from ************************** (CCC), on behalf of Ziply. I have mailed a copy of the bill with cancellation number to CCC. But CCC still insists on the debt. I called Ziply again on July 30. They realize it is their mistake that the $90 credit has not been captured in the billing system yet. But the customer services do not know when my bill can be corrected. Ask1. Please request Ziply to quickly process their honored $90 credit on my account, and request them to send me an updated bill to confirm the zero balance due. 2. Request Ziply to contact CCC with reference number 2-241657982 to stop their collection actions and send me a mail confirmation of satisfaction. 3. If they have reported this "debt" to the three major credit rating companies, please contact the three credit rating agencies immediately to correct this wrong reporting. Thank you for your support very much!Xiaogui Du

  Business Response

  Date: 08/07/2024

  
  Thank you for referring the complaint of ********* to our office for review. We appreciate Mr. ** bringing this matter to our attention. 
  
  The complaints states:
  Mr. ** states he was a new internet customer to ********************** in November 2023 and was offered free installation however he was billed a $90.00 installation fee. 
  Mr. ** states he called Ziply Fiber on 4/7/24, they realized it was a billing error and advised they issued a credit and provided confirmation number 72772496. 
  Mr. ** states Ziply Fiber did not process this credit and in June he received a notice from an outside collection agency. Mr. ** called Ziply Fiber again on 7/30/24 and was advised they would again credit the charges. 
  Mr. ** wants an updated bill with a zero balance and wants Ziply Fiber to contact the outside collection agency to drop their collection actions. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Mr. ** established service on 11/1/23 and was billed a $90.00 installation fee on the initial November bill. This fee was never paid and continued to carry over each month.
  Account records show Mr. ** contacted Ziply Fiber on 4/6/24 and requested the service disconnected which was the order confirmation provided. At the time of this request, notes advise Ziply Fiber agreed to credit the installation fee however it does not show issued in error. 
  Ziply Fiber records show the $90.00 account balance was written off on 6/13/24 and sent to an outside collection agency.
  Mr. ** contacted Ziply Fiber in July disputing the charge and based on the notes from April, the $90.00 charge was credited to zero and the debt was removed from the outside collection agency. No new bills will generate on this account however there is no longer a balance due, and the outside collection agency has been notified. 
  
  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: 08/10/2024

   
  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,
  
  Xiaogui Du

• Initial Complaint

  Date:07/29/2024

  Type:Product 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 sold my house and moved. Upon moving, Ziply incorrectly double charged my last invoice. I was charge $97.95 on 7/3/24 and 7/5/24. I called twice in the month of July asking for a refund. The first call I was told my refund would be sent within two weeks. Ziply also suggested I reach out to my bank and contest the charge with my bank and get a refund from them. I thought that was very unlawful for them to ask me to do that. On my second call, Ziply refuses to refund an unauthorized transaction on my account. They said there is a process for a dispute and it takes three billing cycles to resolve. They auto draft my account every month for the bill but now it takes over 3 months to review a dispute and possibly mail a refund.

  Business Response

  Date: 08/07/2024

  The complaints states:
  ****************** states he sold his house and moved disconnecting service with Ziply Fiber. 
  ****************** states Ziply Fiber double charged his last invoice. 
  ****************** states he was charged $97.95 on both 7/3/24 and 7/5/24. 
  ****************** states he contacted Ziply Fiber to request a refund and was initially advised he would receive it in two weeks, then advised he should dispute the charges with his bank. ****************** states on a second call to Ziply Fiber, they refused to refund the charges advising it would take three bill cycles to resolve even though they auto draft his bill every month.
  ****************** wants a refund for the overcharge.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** requested his service disconnected with a due date of 6/28/24. 
  Ziply Fiber records show the 6/13/24 statement in the amount of $97.95 was the final bill owing on the account. ****************** had autopay, so the June bill balance was scheduled to be withdrawn automatically on 7/5/24 and ****************** was notified of this.
  Account records show ****************** made a one-time manual payment to his account online on 7/3/24 which was in addition to the previously scheduled autopayment set to come out on 7/5/24. Auto pay takes the original billed amount only, any payments made after the bill generates do not update the balance until the following bill cycle. 
  Ziply Fiber issues refunds on disconnected accounts in 2-3 billing cycles after the date of disconnect. A Ziply Fiber agent did place a request for an overpayment refund however the request was denied because the account had been disconnected and would need to follow the normal refund process. 
  In this instance, to resolve the complaint, Ziply Fiber did provide a refund of $97.95 back to Mr. ******** payment method. 
  
  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: 08/07/2024

   
  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:07/25/2024

  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.

  July 22 2024 **** SAFETY ALERT ?? ZiplyFiber decide to take it upon them selves to make a work order to set up services on our property WITHOUT OUR PERMISSION. MY HUSBAND *********************** AND I DID NOT REQUEST OR GIVE PERMISSION TO BEGIN SERVICE OR WORK ON OUR PROPERTY. September 1 and September 29 2022 *****SAFETY ALERT ?? ZiplyFiber at it again. Doesn't help when random hooded man tip toeing through our property pulls up in unmarked vehicle. ?????????????Thank You to our Neighbor's Husband for checking out this suspicious individual. ????????**** SAFETY ALERT ?? ZiplyFiber decide it was safe to leave this here. We weren't informed about any work they were planning on doing or that they just left possible exposed wires. ****Please keep an eye on kiddos. Would hate for anyone to get injured. Picture taken near Our driveway.WE ARE NOT ZIPLYFIBER CUSTOMERS.************************* is sending 2nd hand contractors into properties without permission of home owners. VIDEO taken BY OUR RING CAMERA of Our driveway being TRESPASSED. WE ARE NOT ZIPLYFIBER CUSTOMERS.**** ?? WARNING TO ********************** DO NOT TRESPASS OUR PROPERTY AGAIN POLICE WILL BE CONTACTED.*********************************************************** *********************************************************** *********************************************************** ***********************************************************

  Business Response

  Date: 08/05/2024

  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 made a workorder to set up services on their property without their permission.
  ****************** states a Ziply Fiber contracted personal came to their home in an unmarked vehicle, stating they were not notified of any work to be done.  Further stating the technician left possible exposed wires.
  ****************** states she does not want Ziply Fiber on her property or she will contact the authorities.
  
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show an order was placed by a Door-to-Door representative on behalf of the Padgetts. This order was for Fiber internet and required prework in order to install the service.  This order has since been cancelled.
  Ziply Fiber has provided feedback, for the Door-to-Door representative, which no longer works on Ziply Fiber campaigns.  Feedback was also provided regarding the contractors preinstall visit.
  Ziply Fiber has reached out to ****************** to gain permission to come out on her property and fix the pedestal, however at this time Ziply Fiber has not heard back from **********************.
  
  
  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 

• Initial Complaint

  Date:07/24/2024

  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 moved could not install their serve at location and tech told me he would cancel serves. 2 months later i received a call right after a back operation telling me they are going to cancel my serves and i owe $300 dollars for a serves that was being used by a 3rd party in my old address. they will not remove the unused dates by me and threaten me to pay or it goes against my credit. They will not work with me and I am disabled on limited income.

  Business Response

  Date: 08/21/2024

  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 he moved but Ziply Fiber could not install service at the new location. 
  ********************** states the technician advised he would cancel the service but two months later he is being billed $300 for a service at his old residence. 
  ********************** states he is on a limited income and Ziply Fiber will not remove the charges or work with him. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ********************** requested his service moved to a new address. A transfer order was placed with a due date of 4/1/24 and technician dispatched however notes advise ********************** needed owner approval to drill holes so the technician was unable to complete the installation at the new address. 
  Normally, once a service transfer completes it disconnects the service automatically at the old address, however in this instance the transfer order was cancelled by the technician as requested and would have required ********************** to contact customer care to request a separate order to disconnect the service at the old address. 
  There is no record of a separate disconnect request, so the service continued to bill until it was disconnected for non-payment on 5/22/24. Ziply Fiber agrees ********************** should get credit for services from 4/4/24-5/22/4 however he does owe the balance of the 3/4/24 bill in the amount of $70.30 for services he used prior to moving and through the end of the bill cycle. 
  Ziply Fiber has issued credit for all charges except the 3/4/24 bill balance of $70.30, which are valid charges.
  
  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:07/20/2024

  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 been a Ziply customer for four years, after they purchased Frontier. We had landline phone and internet services as they were literally the only provider available in our rural area. We paid a fairly high monthly fee and although the plan was for a min 50mbps internet rate, speedtests always showed 1-3mbps and we never saw anything higher than 5. Repeated calls to tech support and customer service did not change anything and we were told that this was their lowest package speed but because of our outdated equipment, they could not guarantee any higher speed and there was nothing they could do. In early 2023 we unplugged our phone because we did not use the landline but could not cancel the service which was required for internet. In early 2024 another internet option became available in our area and we jumped at the opportunity. I purchased service with this other company, unplugged the Ziply router/modem and on March 21st I called Ziply to cancel my service, speaking with a customer service agent who said they would take care of it. I just discovered I was still being charged so called again and spoke with cust service who told me they had no record of a cancellation request and that they would not process a refund for 4 months of charges. They transferred me to another **** to cancel service--this was different than my original call and when asked, the rep in this **** confirmed that the main number customer service reps cannot cancel service and the process is to transfer these requests to her ****. This is not what happened the first time. I did cancel the service, but I would like a refund for the billing cycles from March 21 onward. Although apparently there are no notes about my call on 3/21, it should be easy to verify complete inactivity with internet or phone since that time. My billing cycle is the 10th of each month and charged in advance, so I should have a refund for the bills on April 10, May 10, June 10, July 10. Please advise.

  Business Response

  Date: 08/02/2024

  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 has landline phone and internet through Ziply Fiber for the past 4 years but unplugged the landline in 2023 because they did not use it. ****************** states she subscribed to 50M internet, but speed tests showed 1-3M.
  ****************** states another internet provider became available, and she called to cancel the service on 3/21/24 and was told it would be taken care of.
  ****************** states she recently discovered she was still being charged so called again and was told they had no record of a prior cancellation and would not process a refund for 4 months. 
  ****************** states she was transferred to another department who placed the cancellation but wants credit for the April, May, June and July bill statements. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** subscribed to the digital phone unlimited phone plan and an older internet plan called Broadband lite which offered speeds up to 1M. 
  Ziply Fiber has no record of contact from ****************** in March 2024 requesting the service disconnected and no order was placed. Both phone and internet service were active and available to use.  
  Account records show ****************** called Ziply Fiber on 7/20/24 stating she had requested the service disconnected in March and was advised there was no record of any interaction in March and because of this no credit would be provided. A disconnect order was placed on 7/20/24. 
  Ziply Fiber sent notifications of both the bill balance and scheduled auto pays each month to the email on the account and the bills were accessible through the online portal. There is no record ****************** called to dispute any of the billed charges after March, until the call in July. According to the residential terms of service, You agree that it is your responsibility to report to Ziply Fiber billing errors within 30 days from your receipt of the bill so that service levels and all payments can be verified. If not reported within 30 days, you agree that all such billing errors are waived.  
  In response to the complaint, the scheduled autopay for the 7/10/24 bill statement in the amount of $129.11 was cancelled and that bill will be zeroed out. In this instance, Ziply Fiber will provide credit for the June bill statement only since it was within the 30-day billing dispute window when ****************** called in July.  The credit balance on the final 8/10/24 bill statement will be refunded in 2-3 billing cycles via a pre-paid Mastercard.  
  
  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