Complaints

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:10/01/2024

  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.

  I had internet services thru Zip Link and my services went out repeatedly. Scheduled service and took the day off of work to accommodate and they did not show for the appointment. I was tired of the lack of service so I attempted to cancel my service and receive a refund for the amount the precharged me for (they bill a month ahead) by putting in a "ticket" on their portal. This seems to be the only way to communicate with them since phone calls only go to voice mail and are seldomly responded to. I received a response saying my service would be canceled and a refund for the precharge would be refunded, and they wanted to schedule to pick up my equipment during working hours only. I responded saying that I could not miss anymore work to wait on them and that the technician (****) who installed (and would be removing) my equipment live down the road from me and agreed to pick it up on his way home on any Wednesday I was available. I agreed for him to come the next Wednesday, but I never saw him. On 10/01/24 they charged my bank account agin for the next month and I had not received a refund for the 1st month. I called and got ******* on the phone and he said I had not responded to his emails and I explained that I had, and what I had said. I also told him I could not lose more pay and what **** and I had agreed on and he hung up on me. Their portal would not allow me to remove my payment method from their system and he emailed me twice after he hung up on me. One was a refund notice and the other a delinquent account notice.I just want them to get their equipment off of my roof without damage and to refund my 2 payments.

  Business Response

  Date: 10/23/2024

  The last payment from customer was on 8/1/24 for August ******** Services are billed on the first for that month. Services are billed month to month with no cancelation fee or penalty.  Customer payment for September was refunded. 

  Unknown what customer issue is or what refund is requested.

  Customer Answer

  Date: 10/23/2024

  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/18/2024

  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 called Ziplink internets customer service number to let them know that my internet was out. I called left a message. A lady by the name ********* called me back and left a message so I called her back. When we finally were able to speak, she informed me that I needed to update my router. I was ok with that until she said that they tried calling me twice on Monday and back in April. I informed her that I never received a call or voicemail from ziplink. She proceeded to tell me that its documented that they called and left me a message. I told her again that was false. I asked if I was going to be prorated or reimbursed for the time that Im out of internet service that Ive already paid for and she told me no. The reason they wouldnt reimburse me was because they have it documented multiple times that they called me and made an attempt to contact me in regards to equipment upgrades. I again told her that was false and they documented wrong. She pretty much told me I was wrong and I hung up the phone. I went through my call log anll the way back until April and never once did I receive a call from Ziplink. I called the lady back and informed her I no longer wished to have service with them and canceled it at that time.

  Business Response

  Date: 07/19/2024

  This is a general reply to the situation.  We can't say for sure how many times she was called. There were also incoming calls and dropped or hung up calls. The most recent call was this morning.  The entire purpose was to do a free modem upgrade at her location before service was moved to an upgraded system. Customer was not satisfied with the times/days available for the free service call and hung up.  She then just wanted to cancel.  There will be no refund and no more attempts to work with her.

• Initial Complaint

  Date:11/30/2023

  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.

  6 months of issues they they will not fix because they claim they dont want to get out an open a gate now ? They have opened the gate several times before I go without service for weeks at a time I call they dont return my calls or when I do call nobody has answers for me I have text messages from them claiming its one thing then they will say another 2 months ago they was coming on a Friday to fix it I took off work an nobody ever showed up I called left messages no response Finally got in contact with the call center they cant help me Ive been without service again for over a week again I called the other day set up a time for them to come out yesterday again my husband was home all day they claim they called him but I checked his phone no missed calls at all I told them I would be at work so I cant answer the phone They just left an I called this morning the lady said well hes not gonna get out an open the gate ????? What ? I said they have done if before several times at this point Im very annoyed because its extremely frustrating that its always an excuse. The lady kept telling me there is nothing they can do but make another ticket I said well hes gonna have to get the gate she said well hes not ! I live in the country I have cattle an horses this hasnt been an issue ever but this time it was. I said they have done this to me before my husband is always home she then hung up on me I asked several times for a manager but she said that the manager will not talk to customers I looked online today because I wanted to see if they had any bad reviews an I couldnt believe the reviews

  Business Response

  Date: 06/05/2025

  We're sorry to hear that you had a negative experience with our customer support team. We strive to provide exceptional support to our customers, and it's disappointing to hear that we fell short in your case. We will review this issue with our team and take steps to improve our communication and support

• Initial Complaint

  Date:10/02/2023

  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.

  Ziplink has charged us for 2 months of service after we requested to cancel their service. They do not respond to emails or phone calls. We live in the country and do not call ahead to say they are coming out to pick up equipment. The 1st time they scheduled, I was home and watching and never saw someone arrive. I had no missed called or text saying they were here. We rescheduled the pick up and no one showed up. We shouldn't have been charged this month as our request to cancel service was sent on August 30th. They said they wouldn't be able to refund September until they picked up the equipment, but they shouldn't have charged us for October. Our service is cancelled. We aren't using it. We have sent multiple emails and have tried calling telephonically, but are unable to reach the company. We can't access our online account to pull our credit card off. We want a full refund for the last 2 months and want to no longer work with Ziplink.

  Business Response

  Date: 06/05/2025

  We're sorry to hear that you had a negative experience with our product. We take product design and quality very seriously, and we apologize for falling short in this area. We have updated our equipment, website, and customer service to ensure a positive experience. 

• Initial Complaint

  Date:02/24/2023

  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.

  Started having an issue with internet speeds a few months ago. Starting in February Ive called just about every day. Ive sent several emails with pictures of internet speeds with date and time. Ive been able to call and get into contact with someone each time but its the same story did you cycle your ***? Ill sent a note to higher techs. Well give you a call Ive never got a call back and Ive gotten one email. Today. 02/22/23 I called customer service and had the pleasure of speaking to *******. She said I did get a call today. I have no missed calls my wife had no missed calls. She said I dont have time for this, Ill have someone else call you I just want my internet fixed.

  Business Response

  Date: 06/05/2025

  Thank you for your review.  We have updated our equipment, website, and customer service portal.  We have listened to thoughts and suggestions, and took the steps to improve our communication and support.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had multiple problems with our internet through ziplink. Our internet connection goes down multiple times a week. When I have contacted them I struggle to get ahold of someone. This last time I was told it was our router so they brought us theirs now it still isnt working. I was also told that we are Costing them money.My husband and I have had them tell us its our router multiple times to which we have gone and replaced 3-4 routers. All we are asking it that we get the services that we pay for. $90 a month for subpar internet is ridiculous.

  Business Response

  Date: 06/05/2025

  Thank you for your review.  We have updated our equipment, website, and customer service portal.  We have listened to thoughts and suggestions, and took the steps to improve our communication and support.

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Submitted several Ziplink support tickets to get my dish raised, secured, and pointed in the right direction. Also asked for a higher data rate, if available yet. All tickets/requests were closed with no contact or e-mail.Tried calling to submit the requests for the same issues/requests. Never received a call back. This has been going on for months now.I have no other options in my area for Internet without going to a Satellite connection.

  Business Response

  Date: 06/05/2025

  Thank you for your feedback.  We're sorry to hear that you didn't receive the level of customer service that you deserve. We take pride in providing excellent service to our customers and apologize for falling short in this area.  Since your review, we have updated our customer service, call center, network equipment, and our website and stive to ensure quality service, especially in our more rural areas. 

  Customer Answer

  Date: 06/05/2025

  Complaint: 18950756
  
  I am rejecting this response because:
  

  It took years to get any response from this company.  After closing my account with them, someone came out to my home without notifying me or while I was home, climbed onto my roof to remove the line-of-sight dish and the pole it was on, which was physically attached to my roof.  I couldn't get them to respond to my request to raise the dish higher and make sure it was aligned correctly, but they responded within a week to remove their equipment.  They damaged and left holes on my roof where the pole was attached.

  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zip Link withdrew ***** on Dec. 1, 2022.On 12/8/22 my internet went down and I was told they would send someone out on12/12/22. I asked for credit for the days it was down and was told they dont issue credit. I decided to cancel service due to the rates going up and the internet always going down. I called the morning of the day the repairman was to show up and told them to cancel my service which was 12/12/22. After the repairman removed the equipment I asked for a partial refund since they withdrew ***** and I only had service for 7 days. I was told they dont do refunds even though they arent providing me with the service for the rest of the month. So not only did they not give me credit for the days it was down they arent refunding my payment they withdrew.

  Business Response

  Date: 12/28/2022

  Our accounts are month to month. We dont sell minutes or days - it is a month to month subscription.  All is stated in the ****************** Agreement. We dont require a contract, charge a cancelation fee or charge a fee to pick up the equipment. There is no data limit or surcharge for data. That just the way we do business to simply the process. This customer used over 300 GB of data in December and was properly charged for December.  We request at least 15 days cancelation notice so we can arrange with customer to pick up the equipment. A customer can cancel anytime but no refunds are made.

  Customer Answer

  Date: 12/28/2022

  Complaint: 18565736
  
  I am rejecting this response because: I paid full price for a service I did not receive due to their internet being down. This has happened quite a few times while they were my provider. They never gave me credit when they werent providing service. I deducted a full month out of my account while not provided a full months service.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had sub-standard service from Ziplink for months on end. Our internet constantly drops or will go out for a day. I have called so many times and left messages as well as tried to send messages on ********* No one ever answers or responds. But yet, they are able to keep billing us for the full amount! We had someone come out maybe 6 plus months ago and they told us that the reason our internet was so bad is that it needed to be switched to the tower near us....but the guy was missing a part to do that. Never heard back again about it.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an internet service provider. We have not had internet service since last Thursday 11-3-22. When attempting to call this service provider and report the outage we receive a mass message system saying they are having temporary outages and they will get back to us as soon as possible. We have kept calling, we have left support tickets on their website customer portal, we have left several messages on their messaging system and no one has bothered to get back to us in 4 days. We just paid our monthly bill as we do at the beginning of every month and we have not received the service that we pay for. And still nobody has returned any of our messages, any of our calls, or any of our emails. This is the second weekend in a row we have gone without internet and I work from home and have worked from home for the past 13 years. I am not able to do my job because of their ridiculous incompetence and lack of communication. If they are not going to provide the service that I paid for, I need a full refund for this month so I can go to a service provider who can provide me what I need.