Complaints

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

close

Find a Location

Ziply Fiber has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

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

• Initial Complaint

  Date:02/25/2023

  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.

  Our neighborhood has recently had fiber brought to it. Ziply fiber has made 4 appointments to install fiber at our home. We now have taken approximately 12+hours off work to be present for an install. Ziply had Not shown up nor called for each appointment made. They have rescheduled with their service department without any notification to us. This has cost our family hundreds in lost wages! They have only offered us a mere $20 credit for their incompetence. Their representative lied to us saying that they are waiting for government permits. Most of out neighborhood already has fiber. I am going to look to a lawyer to file a class action law suit!

  Business Response

  Date: 03/16/2023

  March 16, 2023
  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  Ziply Fiber missed several appointments to install Fiber data costing ************** hundreds in lost wages.
  Ziply Fiber has offered a mere $20 for the inconvenience and lost wages.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Due to issues with the fiber data upgrade, Ziply Fiber applied credits totaling $153.64. $97.49 of which reflected on 3/10/23 statement and the remaining $56.15 will reflect on 4/10/23 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

• Initial Complaint

  Date:02/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber continues to cut off my service prior to my billing due date and charges me more than the quoted rate. They have also take up to three days to restore my service after payment and have forced me to leave work to meet their technicians during my work hours. They have been unclear around why my January amount was $96.00 and take three days to process payment making my payment late to charge me additional late fees and reactivation fees. I had to ask three different reps to send me online bills through my e-mail and it took over three months for them to do so. They inability to respond to my requests so they can charge extra fees is unacceptable. I would like my **************** fees to be waved given the headache they create impacting my ability to work from home.

  Business Response

  Date: 03/09/2023

  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 been forced to leave work to meet technicians at her residence during the work day. 
  ****************** states Ziply Fiber continues to cut off her service prior to her billing due date. 
  ****************** states she is being charged more than the quoted rate and Ziply Fiber has been unclear why her January bill was $96.00
  ****************** states Ziply Fiber takes up to three days to restore her service after a payment and she is billed additional late fees and reactivation fees. 
  ****************** wants her **************** fees waived due to the inconvenience impacting her ability to work from home. 
  ****************** states she asked multiple agents to email her bill copies and it took over three months to do so. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a technician was dispatched on 5/19/22 in response to reported internet trouble. Ziply Fiber does request someone over 18 is present on a repair call in the event inside access is needed.  
  Ziply Fiber records show that ****************** has had a rolling past due balance since the November ******************************************************* full each month. 
  Ziply Fiber records show ****************** 12/1/22 bill statement had a balance of $96.32 which was made up of a past due charges of $21.16 from November and current December charges of $75.16.  Account records show ****************** paid the balance of $96.32 on 1/17/23. 
  Ziply Fiber has sent reminder notices for the past due balances due in November, January, February, and March.  The due date on the reminder notice is for the past due balance to avoid suspension of service, it does not include any current charges owing. 
  Ziply Fiber does charge a late payment fee of $10.00 if the regular monthly bill is not paid in full by the bill due date. Payment processing times can vary depending on how the payment is made and it is the consumers responsibility to allow enough time for the payment to post by the due date.  If the service is suspended for non-payment, Ziply Fiber does charge a $9.99 internet reconnection fee once the service is restored. These are valid fees.
  Ziply Fiber sent a late notice on 2/1/23 for the past due January bill charges of $75.16 due 2/16/23.  Ziply Fiber did not receive a payment by the due date and ****************** service was suspended on 2/21/23.  Ziply Fiber did restore the service on 2/22/23, the same day the past due payment of $75.16 was posted to the account. 
  Ziply Fiber sent a late notice on 3/6/23 for past due February bill charges of $75.16 which is due 3/23/23. If no payment is received by the due date, the account will be suspended again. 
  As of 3/1/23, ****************** has a current balance owing of $160.31. This includes two months of billing, the past due February charges of $75.16 and current March charges of $85.15 due by 3/27/23.
  The March current charges are higher than normal because ****************** is being billed a $10.00 late fee and $9.99 reconnection fee in addition to her service charges.  ****************** can avoid these fees by paying the bill in full each month by the due date. 
  ****************** can access her monthly bill statements going back 12 months online at ziplyfiber.com by logging into the online portal.  Ziply Fiber also recommends consumers establish auto pay to ensure payments are made on time and by doing so the payment processing fee will be removed from ****************** account. 
  
  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: 03/09/2023

   
  Complaint: 19447983
  
  I am rejecting this response because I have repeatedly asked Ziply to send my bills and reminders via email to ensure I see them. For the month of November and December I did not receive e-mail notice s causing me to be late and paying additional fees due to their failure to send billing to my email despite multiple requests to do so.
  
  

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

  Business Response

  Date: 03/15/2023

  Thank you for referring the additional concerns of ******************************* to our office for review.
   
  The additional concerns state:
  ****************** states she has repeatedly asked Ziply Fiber to send her bills and reminders via email to ensure she sees them. 
  ****************** states for the month of November and December she did not receive e-mail notice causing her payment to be late. 
  ****************** states she had to pay additional fees due to Ziply Fibers failure to send billing to her email.  
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber does send new bill available notifications to the preferred email address on file if a consumer is signed up for paperless billing and enrolled in the online billing portal at ziplyfiber.com.  Consumers are then required to securely log into their online account to view the bill. 
  Ziply Fiber records show a new bill available notification was successfully sent to the email associated with ****************** online bill account every month and there is no record of it failing.  However, Ziply Fiber does not have control over the receipt of emails by third party email providers.  If ****************** is not receiving these email notifications, she should check her spam and junk folders. 
  Ms. *********************** is due around the same time each month, it is the consumers responsibility to make sure the bill is paid by the due date. As previously advised, Ziply Fiber does assess a $10.00 late fee if the full bill amount is not paid by the bill due date. 
  ****************** account is currently showing past due. ****************** should pay the past due balance of $75.16 by the reminder notice due date to avoid suspension of service and any subsequent reconnect fees. ****************** should pay the current charges of $85.15 by 3/27/23 to bring the account current and to avoid further late fees.
  
  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:02/17/2023

  Type:Customer Service 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've contacted Ziply Fiber re billing disputes numerous times over the last year or two, as my service costs continue to increase, while the quality of service has significantly decreased. I contacted them via CS chat today to inquire about the increase in my bill yet again. I requested a breakdown/itemization of charges, which was muddled and explained in a circular manner. This required that I pose simple, direct questions which the *** was unable to answer. When asked direct questions, I was told nothing changed from Frontier and I had the same plans, which were outlined as 1) Internet, 2) Security Bundle, 3) Tech Pro, and 4) Router. When asked what the security bundle covered it became clear that I wasn't going to get a straight answer but I did find out that this is an app that I've never used, had no information about, that Ziply cannot provide me access to, that is activated with a code I've never had and they couldn't provide me because they don't offer the service, and I was not able to receive an explanation re: "protection" it provides apart from "up to 10 devices." I've experienced a pattern of discouraging contacts with ***s who cannot explain charges or services or tell me how/when I signed up for these services. This is particularly frustrating since I live in a rural area and have no alternative provider options. It's as if they are taking advantage simply because I have no alternative. I don't want others to unwittingly be taken advantage of due to the *** or even shifty business practices of this company.

  Business Response

  Date: 02/27/2023

  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 had billing disputes numerous times over the last year or two and her service continues to increase while the quality decreases.
  **************** states she contact Ziply Fiber via chat to inquiry about a increase on her bill and requested a breakdown / itemization of charges.  Further stating they were unable to provide an answer.
  **************** states when she asked what her security bundle covered further stating it was not activated.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber provided notification of a price increase on the 12/20/22 and 01/20/23 bill statements under Customer Important Information section of the bill statement: 
  Beginning 01/15/23 the price for your Identity ******************* will increase by $1 per month.  Ziply Fiber is proud to offer you Identity Protection and monitor your personal information from fraudulent or harmful activity.
  We are experiencing higher costs associated with providing DSL Internet.  To cover these costs, beginning 01/16/23 the price for your DSL **************** will be increasing to $50 per month.
  Beginning 01/15/23 the price for your F-************** will increase by $2 per month.  Ziply Fiber is proud to offer you F-Secure and help keep your online privacy and devices safe.
  Ziply Fiber advises when viewing the bill online there is an option to view the entire bill as a pdf this provides the full details of the bill statement.
  Ziply Fiber technical support has made multiple attempts to reach **************** and resent her an activation code,  Ziply Fiber has also reached out to **************** emailing her directly with a bill breakdown along with a detailed description of products.
  
  
  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:02/14/2023

  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.

  About 2 months ago my Internet and ************* was "upgraded" and, as a result, when the Internet is out - which happens frequently - my Phone is also out. Most recently we had an Internet outage of at least 9 hours during which time my telephone would not work. Upon calling the company, again, about this problem, I was informed that this situation is actually a feature of the upgraded system, and not a 'problem.' Side note: the service has not otherwise improved since the so-called upgrade.I find it hard to believe this practice is now considered normal business as usual. I'm not the only old person living around here, but even so, no one should be cut off from the outside world because a ************************** cannot figure out how to provide phone service when the Internet is out. It was just fine before the upgrade. Am I missing something? Or does the name Ziply Fiber say it all?

  Business Response

  Date: 02/22/2023

  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  
  
  *************** states about 2 months ago the Internet and ************* was upgraded.
  *************** states when the internet is out which happens frequently, then the phone also goes out.  Recently there was a 9 hour outage where neither the phone or internet would work.
  *************** states he was advised it is a feature of the upgraded system and not a problem.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  
  Ziply Fiber records show the account was upgraded from Copper phone and DSL service to VoIP phone service and Fiber internet on November 19, 2022
  Ziply Fiber did dispatch a field technician out on 02/20/23 he tested the **** cable for shorts, cleaned the optical network terminal, power cycle/rebooted all equipment,tested wired speed, educated customer and recommended a surge protector.  Everything tested good.
  Ziply Fiber advises the Fiber service is newer technology with faster and symmetrical speeds for internet service.  However Ziply Fiber does advise the VoIP phone service does require a battery backup to be purchased by the consumer in order to power the phone and allow calls such as E911 if needed and does recommend a corded phone since cordless does also require electricity.
  Ziply Fiber advises with the Battery Backup Unit which is necessary in case of power outages to power the phone and allow calls such as E911.  We have different options such as a 4.5-hour, 8.5 hour or a 24-hour backup battery for sale at **************************************** These purchased from our site have been tested, rated and assembled to connect to our Optical Network Terminal and our Ziply Fiber Residential Gateway
  
  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:02/09/2023

  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.

  I called Ziply Fiber in early Nov to put my acct on a vacation hold.The hold was to start on Nov 10, 2022 and continue through Mar 2023.They charged my acct for Oct 2022 to Nov 2022 for the remaining days of Nov 11, 2022 to Nov 19, 2022 which is around $36 plus change.They also charged me $124.46 for the service month of Nov 19, 2022 to Dec 18, 19, 2022.They only refunded $105.87.I have been fighting with them via phone since Dec when the $124.46 was charged.I keep getting the run around.What else can I do to get the remainder of my monies refunded?I only have snapshots of my Cking acct to show the $124.46 charged plus the refund of $105.87.This form does not allow snapshots.Please Help.Thank YouSheryl Green

  Business Response

  Date: 02/16/2023

  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 placed her service on vacation hold which was to start on 11/10/22 and continue through March 2023.
  ************* states she was charged $124.46 for service from 11/19/22 through 12/18/22 and was refunded $105.87.
  ************* wants this resolved.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the vacation hold was placed on the account and effective dated back to 12/17/22.
  Ziply Fiber records show manual credits were provided for the over- billing from 11/10/22 through 12/16/22.  These credits do appear on both the 12/19/22 and 01/19/23 bill statements. 
  Ziply Fiber advises the phone and internet services are now on vacation hold however the inside wire maintenance and the non- published listing plus taxes/surcharges do not qualify for vacation service therefore unless they are removed they will continue to bill monthly.
  
  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: 02/18/2023

   
  Complaint: 19372097
  
  I am rejecting this response because:

  The Hold was put into effect in Nov, 2022 Not Dec, 2022.

  Icalled them the 1st week in Nov to put service on Vacation hold till March 2023.

  As for the refund of the taxes, they took it out they owe it to me.

  I was Not told that taxes are Non refundable, Nor was I told that some of my Home phone fees are still being charged when I called to go on Vacation hold.

   

  Sincerely,

  
  ***********************

  Business Response

  Date: 03/02/2023

  Thank you for referring the additional concerns of *********************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The Rebuttal states:
  ************** states she contacted Ziply Fiber the first week of November requesting the account be placed on vacation hold though March 2023.
  ************** stats when she received the credit for being overcharge, she did not receive the credit for the taxes/surcharges.
  ************** states she was not advised that some features would not be placed on vacation hold.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber further review show notation that the vacation service was to start on November 7, 2022
  and end on May 18, 2023.  At this time there is not an order to restore service and Ziply Fiber does recommend placing the order a week prior to avoid any delays.
  Ziply Fiber advises the bill statement that printed on October 19, 2022 was for service from October 19, 2022 through November 18,2022 this would be a credit of $30.85 with taxes this credit came to $36.69  this credit will reflect on the March 19, 2023 bill statement.  The next bill statement generated November 19, 2022 in the amount of $124.46 including taxes/surcharges for services from November 19, 2022 through December 18, 2022.The vacation hold order was processed on December 17, 2022. The November 19,2022 bill statement had current charges of $124.46 for services from November 19, 2022 through December 18, 2022  this includes taxes/surcharges, and the account was credited $190.84 an over credit of $66.38.
  The next bill that generated on December 19, 2022 had new charges of $28.65.  The January 19, 2023 bill statement had a credit balance for new charges of Credit of $42.72.  February 19, ***** statement had new charges of $21.68.  Therefore, the over payment of $66.38 did take care of the current charges on both the December 19, 2022 and the February 19, 2023 statement.  Therefore, all credits including taxes have been credited including the additional services in this instance of Inside Wire Maintenance and Non-Published Listing which are not covered by vacation hold.  The next bill will generate on March 19,2023.
  
  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: 03/04/2023

   
  Complaint: 19372097
  
  I am rejecting this response because: The Date I called was early Nov to put services on Vacation hold. 

  My question is how can I be charged taxes on something that was not used. 

  To have a credit applied for services in May, 2023, Ok, I accept that.

  What I dont accept are the Taxes/fees that were not Refunded to me. Total bill was $124+ not $105+.

  all I want is my money.
  
  Sincerely,
  
  ***********************

• 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.

  I have been a cable internet customer for over 25 years, and when ********************** knocked on my door, I thought it would be worth a try, esp. since they can sometimes offer higher speeds. During the past two weeks however I I have had a thorough trouncing through their horrible customer service system, way worse than anything I ever encountered with cable. First install (which I took the day off of work to accommodate) was timed to the absolute last minute end of the "window" they gave me (****pm) - tech showed up at 4:59pm and was at my house, disrupting dinner etc. until well past 7pm, only to conclude that the install could not happen because "Ziply" was not ready. So I waited four business days after that to see if they would re-schedule, but I had to call THEM to find out what was going on and to re-schedule. So today (Feb 3rd) was the re-schedule. 8am-12pm. No show. Called support, no reason, offered me a $25 voucher for a missed install. No thank you. Please remove your fiber cable from my back yard (which by the way they NEVER called about or asked permission to enter my property to install before the FIRST install date). Now they say that my take some time.

  Business Response

  Date: 02/13/2023

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ************* bringing this matter to our attention.
  
  The complaints states:
  ************** states a representative for Ziply Fiber came to his door asking him to try the Fiber internet.
  ************** states he took the day off for work for the installation, stated he was provided a window of **** in which the technician arrived at 4:59pm and worked well past 7pm. 
  ************** states the technician advised him additional work would need be performed prior to the completion of the installation and advised to call in and reschedule.   ************** was then rescheduled for 02/03/23 **** stating nobody arrived, he then called in and cancelled the order,
  ************** states he would like Ziply Fiber to remove the fiber cable from his back yard, in which permission was not gained to enter his property prior to the installation date.
  
  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 01/11/23 for Fiber Gig internet.
  Ziply Fiber advises a **** appointment is a arrival window for the technician meaning sometime between the hours of 12 and could be as late as 5pm.  Ziply Fiber apologizes this was not relayed to ************************
  Ziply Fiber advises when the technician arrived for the installation some of the work was preformed however it was determined additional work would be needed prior to completing the installation. Notation show on 02/03/23 from the technician say customer did not answer, and the order was then referred to engineering.  The order shows it was cancelled on 02/03/23.
  Ziply Fiber local manager sent a technician out who spoke to the customer and was advised the cable had been taken care of. When an order is placed for Fiber service this does require prework prior to the installation date.
  
  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: 02/13/2023

   
  Complaint: 19329988
  
  I am rejecting this response because:

  Ziply said:

  "some of the work was preformed however it was determined additional work would be needed prior to completing the installation".

  This is just not true. NO work was done - I know, I stood outside and talked with the tech for over an hour, the fiber was not live, it was not ready, he went back and forth to *************** six times but could never get a signal on the fiber - the fiber install on my street was obviously not ready. I took a day off work because your sales rep assured me that it was ready - it was not. The tech finally gave up and left in frustration. The tech NEVER told me to re-schedule, he said he would be back. I waited FOUR days with no contact from Ziply, so yes, THEN I called to find out what was happening and was re-scheduled. On the second install date I had taken a half day off work but the tech showed up almost three hours late. I had already cancelled the order and was on my way to work when he showed up. I told him the order was cancelled and please to get someone to remove the fiber that had been run from the street. The next business day someone showed up and did just that. You need to get better facts from your investigation.  

  Ziply said:

  "Notation show on 02/03/23 from the technician say customer did not answer, and the order was then referred to engineering" 

  Again, patently wrong, someone is lying. I have cameras around my entire house and can prove to you that I interacted with the tech BOTH times that he was on my property.

  
  I lost almost two days worth of pay to try and accommodate this install, only to be ignored and provided no communication and no explanations for the lack of install.

  My complaint stands and I want Ziply to acknowledge that they have an internal customer communication issue and obviously need to look at their customer support procedures. And I will not stand for people lying about what happened to try and paint Ziply in a more favorable light. This botched install was bad all the way around and they know it.

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

  Business Response

  Date: 02/21/2023

  
  
  Thank you for referring the additional concerns from ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The additional concerns state:
  ************** states no work was done to install the fiber; the tech was unable to get a signal on the fiber.  Further stating the tech left in frustration.
  ************** states he took a day off work since the sales rep assured, he it was ready, when it was not.
  ************** states the tech never told him to reschedule, he said he would be back.  After 4 days with no contact.  He then called in and it was rescheduled.
  ************** states Ziply Fiber has an internal customer communications issue that needs to be reviewed further, ************** wants acknowledgement of this.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber technician notes state 01/20/23 state customer did not answer. Then on 02/03/23 the technician notes state: no light is passing through to the hub and appears the terminal numbers were incorrectly labeled at the hub causing further confusion and the order was then referred back to engineering with the additional details.  The order shows it was cancelled on 02/03/23.
  Ziply Fiber apologized ************** was not provided with the additional details and took time off work.
  Ziply Fiber advises ************** should have been contacted and a new due date should have been provided.  However, in this instance a new due date was not provided until ************** called back in for an update.
  Ziply Fiber appreciates ************** bringing his experience to us, this allows us to review the records and take action for approving customers experiences.
  
  
  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: 02/27/2023

   
  Complaint: 19329988
  
  I am rejecting this response because:
  

  While in your second response here you finally got the first part right about the lack of being ready to install and causing me to miss a day of work for no reason, BUT, you are still not acknowledging that I missed TWO days of work, BECAUSE after the re-schedule, the technician was then a no-show for the install appointment. I took off a day of work AGAIN for the re-scheduled install, but the technician never showed up during the install window. And stop saying the "customer never answered". I say it again for clarity -  I have VIDEO of all of my interactions with your techs on ALL occasions. For the second install appointment your tech showed up nearly four hours AFTER the latest time I was given for the install window. He stood right at my door (yes, its on video) and explained that his previous appointment had run long due to technical issues (surprise) and he was now ready to do the install. I informed him however that I had never received ANY communication from ANYONE about delays or no-shows, and out of frustration at having missed yet another day of work had cancelled the install about an hour after the latest time of the install window had expired. So he left. THAT is what really happened, I have the video.   

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

• Initial Complaint

  Date:02/03/2023

  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.

  1/1/23 They now have a total of $6.00 of dishonest and in my opinion untrue charges. Three dollars are charged for a "Paper statement convenience fee" and another three dollars is charged for a "Payment processing fee". These fees went up recently from a total of $2.00. This dishonest behavior by Ziply is because I will not allow them to have my credit card number on file. Over the years they have proven to me that they are not very good at billing and make more mistakes on their bills that most other vendors I use. So for this caution I am punished $6.00 a month. I want this dishonest behavior to stop. This is clouding my opinion of Ziply to a degree that it becomes anger. A letter to the *** is next regarding this behavior.

  Business Response

  Date: 02/10/2023

  Ziply Fiber
  
  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  According to the complaint:
  ******************** is being billed $6 in dishonest fees; $3 for paper billing and $3 for not being enrolled in auto pay.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that the $3 paperless billing and $3 auto pay charges apply to Ziply Fiber Internet customers on Ziply Fiber pricing.
  To avoid these monthly fees, ******************** would need to sign up for paperless billing and auto pay. You can sign up by logging into your profile 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 Relations

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19327499
  
  I am rejecting this response because: Was this complaint answered by an unthinking machine? Because those are in fact the reason for my complaint. All you have done is admit that you will continue with this putative behavior. I do not accept this and will be leaving Ziply as soon as I make other arrangements. Im sure I wont be missed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/17/2023

  Thank you for referring the additional concerns of ************************* to our office for review.
  
  The additional concerns state:
  ******************** does not accept the initial BBB response and states its was just an admission that Ziply Fiber will continue the behavior.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that the paperless and auto pay fees are valid.
  Ziply Fiber position remain the same as no new information was provided.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19327499
  
  Im very unhappy about this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/01/2023

  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.

  Cannot call elderly sister in ******** who is ill and in need because long distance service was cut off and after 8 phone calls and promises to fix still is not fixed.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************ bringing this matter to our attention.
  
  The complaints states:
  Ziply Fiber cut off ************** ability to call long distance, so she was unable to call her ill sister.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that on 1/10/23 ************** long-distance service was suspended for non-payment.
  Ziply Fiber advises that the long-distance calling was restored on 2/1/23 after the required payment posted to the account.
  
  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: 02/11/2023

   
  Complaint: 18965734
  
  I am rejecting this response because:  Payment was made on the 11th of January and it took 30 days to restore the long distance capability - It took me 8 phone calls and at least 3 hours of my time.  Now my phone no longer has the caller ID that was on there in the beginning so now we no longer know who is calling us.  We are paying for caller ID and frankly I do not have any more time to call Ziply Fiber and wait on the line to get that resotored.  WE WANT OUR CALLER ID RESTORED!!  Also we had very bad weather in the northwest Whatcom county and we did not receive mail for from December 16 - January 4th.  We did not get our bill nor did we get the cutoff notice.  I have been a customer for 23 years and has paid faithfully - please get your act together and stop taking up my time.  FIX THE CALLER ID!  Also I was suppose to receive a credit of $30.00 where is that on my latest bill?  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2023

  Thank you for referring the additional concerns from *********************** to our office for review.We appreciate ************ bringing this matter to our attention.
  
  The additional concerns state:
  ************ states she made a payment on 01/11/23 and it took 30 days to restore the long-distance service.
  ************ states due to bad weather they did not receive mail from 12/16/22 through 01/04/23 therefore did not receive a bill our the cut off notice.
  ************ states her Caller ID is not working and she does pay for it.
  ************ states she was to receive a $30 credit and has not received this.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises a reminder notice of account past due was mailed out 12/06/22 with a due date of 12/21/22, the payment did post 12/21/22 however we received notification that the bank could not process the payment.  Therefore on 12/29/22 Ziply Fiber did mail a letter out regarding the payment advising the payment must post by 01/09/23 or the account could be subject for suspension.  The account was then suspended on 01/10/23.  A restoral order was placed on 01/11/23 but failed to complete.  Another restoral order was placed on 02/03/23 which restored the service.  Ziply Fiber apologizes for the delay. 
  Ziply Fiber does not have control over the mail delivery.   However Ziply Fiber does provide consumers with the option of creating an online account which then provides an email with a link to review and even pay the bill online.
  Ziply Fiber advises the Caller ID was fixed on 02/16/23 and is a free feature inside of the telephone package that ************ subscribes too.
  Ziply Fiber records show ************ was provided time out of service credits on 01/17/23 which reflected on the 01/27/23 bill statement, additional credits were provided in this instance on 02/03/23 and will reflect on the 02/27/23 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: 02/28/2023

   
  Complaint: 18965734
  
  I am rejecting this response because:  I do not see the $30.00 refund on my bill anywhere - I see a $15.00 credit, but not $30.00 and after many hours of my time a $30.00 credit is not sufficient for my time and effort and stress.  We live in a rural area that has no cell service my husband is disabled and with our landline out my husband is vulnerable and could not call ************** have been one thing after another with Ziply Fiber and you they do not get to endanger our safety for a mere $30.00.  How would you feel if you could not use your phone, make long distance calls or receive the services that I have paid for faithfully for 23 years?  

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

  Business Response

  Date: 03/07/2023

  
  Thank you for referring the additional concerns of *********************** to our office for review.
  
  The additional concerns state:
  ************ states the $30 she wants isnt reflected on her bill.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advised that the 2/27/23 statement reflects a $30.43 credit. No additional adjustment is needed.
  
  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:01/30/2023

  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.

  I am ******************************* Daughter *************************************, I was on the phone with a rep, because a repair person didn't show up at the time, he/she was supposed to be there @ 1pm today 1/23/2023, instead someone Named **** showed up at 9am told my mother he would fix problem and leave a NOTE posted on her front door. well needless to say I showed up for them between 1pm /5pm as they said that was the time. there was nothing Done and her phone box on her house was left open not locked back up like should be, I called and listened to there lies it was turned in as fixed / and the main box on street was replaced another lie, I took pictures of both as proof they lied, now I have to return at 8am 1/24/2023 so they don't lie again and say they showed up fixed said problem. never had trouble with her main phone line in 61 years when it was GTE/Version ever.

  Business Response

  Date: 02/17/2023

  February 17, 2023
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  On 1/23/23 Ziply Fiber didnt arrive for the repair appointment at the time expected.
  The Ziply Fiber technician didnt lock the (phone) box on Ms. ********* home like it should be.
  The Ziply Fiber technician didnt replace the box on the street as indicated.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that ******************** has reported voice service issues twice in the last six (6). Neither of which had an appointment date of 1/23/23.
  Ziply Fiber apologizes if our field technician didnt secure the Network Interface Device (NID) on Ms. ********* home. Feedback will be sent accordingly.
  Ziply Fiber advises that on 1/2/23 our field technician completed a repair at the pedestal, however that piece of equipment was not replaced.
  
  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:01/27/2023

  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.

  Our land telephone line is from Ziply Fibers.They have continuously proved to us that they have no idea what they are doing or do not care.Today a Ziply employee came out and said he was just going to replace a cable. There was nothing wrong with our phone. He said it would be no more than an hour. 4 hours later our line is dead and he is gone.**** has happened before. Not only do they not fix a problem they make it worst.

  Business Response

  Date: 02/02/2023

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************* states a Ziply Fiber technician came out stating he was going to replace the cable.
  ************* states there was nothing wrong with their service, after the technician left, they had no dial tone, stating this has happened before.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show trouble was reported on 12/20/22 regarding a loud humming on the line.  The customer was moved to a different cable pair on 12/21/22 and the trouble ticket was completed.  Then on 01/30/23 a trouble ticket was created, and the technician was dispatched out on 02/01/23 per the technician notes the line was already fixed per the customer however there was still a light short, fixed this in the terminal.
  Ziply Fiber apologizes for the frustration and recommends reporting trouble as it occurs this provides us the opportunity to complete the repair.
  
  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