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:01/24/2023

  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.

  In the beginning of December 2022, our DSL internet dropped service frequently. It was recommended that we change to a more reliable fiber internet service. We agreed and were scheduled for a tech to come make the internet hardware change on site.The tech arrived and needed to call a second tech for assistance, who in turn called a third. In addition to changing the internet service, our phone service was also changed from copper to ******** is important to note we had no issues with our phone service up to this point. The techs spend a full day, working for a few hours past the close of our business. I stayed late because having working phones is important for a business. The internet was installed and working, but the phone lines were not. So they returned the following day to continue working. A new tech arrived and needed to call a friend to help. It was decided that the issue was with our phones in the office, and we needed to purchase new ones, either from Ziply or from somewhere else. We purchased two different sets of phones that were recommended and neither one resolved our ability to make or receive calls.We hired an outside low-voltage electrician for $1,000. He spent the day replacing wiring that the Ziply techs had cut out and got our original phones working! The $1,000 allowed us to make and receive calls, but we continue to have other troubles. Before the change, our voicemail was accessed by a single phone number and passcode. Now we have separate numbers and codes for each line. Sometimes messages are able to be left, sometimes not. We are not able to consistently access voice messages that are left. I am excited that after a month the hunting group is working for our two lines rolling back and forth when one is busy. I would like to have a single, reliable voice message system. I worry that new changes will affect our ability to make and receive phone calls. I am told that Ziply can not return us to the previous working copper phone system.

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Thank you for referring the complaint of ********************* DBA: ******************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** switched from copper voice to fiber **** in December 2022. The **** voice service didnt work so he replaced his office phones as requested. This change didnt resolve the ability to make and receive calls.
  Ziply Fiber cut out phone wires during the change to ****, so an electrician was hired to replace the wires and restore phone service.
  **************** is seeking a reimbursement of $1000 for electrician charges.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show on 11/30/22 **************** requested to move from our copper service to the fiber network. On 12/7/22 a field tech was dispatched to make that change. Records show he confirmed working services. Ziply Fiber also advises that **************** was told that once the fiber was installed, he would need to call in to customer service and to have the **** group feature added back to make sure all lines were ringing through.
  Ziply Fiber advises that on 12/14/22 **************** requested the **** phone lines be connected into the wall jacks. This would be a billable job if done by **************. The invoice provided shows the request to move **** service to ***************** was done by ****************. Additionally, **************** asked A&E to have the **** group feature added back to ensure the voice system worked as it did prior to change. The electrician contacted Ziply Fiber to have that feature **** group re-added and confirm working service,
  Ziply Fiber advises that every line that required a phone cable, was working when the field technician left the site on 12/7/22. The request for credit is denied.
  
  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: 18891291
  
  I am rejecting this response because: It does not address the reality of our service. The move to the fiber network was to resolve our internet service dropping. The change that was made was for internet. It wasn't until techs were on-site that we were made aware that the phone service was being changed as well. The first visit had three service members working until 9:00 at night. At the end of day one the internet service was up and running- phones were not. The technicians issued a new service order that night in order to return the following day as I could not stay at the office any longer. The next day (11/8) is not mentioned in Ziply's reply, likely because they were still unable to get the phone service working given a second day. If every phone line was working on 11/7 as claimed, why did technicians return the following day?

  A week later technicians returned to work on the phone service again. The response says that Ziply did not plan on connecting our phones to the new service.  If this had been the plan from the beginning, the change would not have been approved.  The idea that we would need to leave our office space to make or receive calls was not even hinted at, by the sales office or the on-site representatives. The ability to work from our desks is an important part of our phone service.

  We were aware that a **** group would need to be created. But our explanation was that was to have lines transfer back and forth if one was busy. It would not affect the ability for the two lines to work individually.

  This response does not address the request to restore our voicemail. We have not had a working voicemail system consistently for the past two months. We have several calls into support and it is "fixed" every week.  For a few days we are able to get messages, then a client will come into the office asking why we have not called them back. We do a test message and find that the system has reverted to not letting retrieve messages again.

  I would be fine switching back to the working copper phone system, but on several of our calls into support we were told that is not an option once the on-site technicians make the change.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2023

  Thank you for referring the additional concerns from ********************* on behalf of ******************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The additional concerns state:
  **************** states his voicemail service has not consistently worked for the past two months.
  **************** states he has called into technical support several times the voicemail gets fixed then a few days later they are unable to get messages again.  When they test the voicemail, it reverts back to not letting them retrieve messages.
  **************** states he was advised switching back to copper service is not an option once the account has been converted to Fiber.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has requested technical support reach out to **************** so we can assure the voicemail issues he has experienced get resolved.  Ziply Fiber also recommend reporting trouble as it occurs to allow us the opportunity to complete repairs.
  Ziply Fiber technical support has advised on 02/07/23 when checked voicemail was not showing in the portal.  This was added and **************** was provided with the access numbers stating he would test it again the following day (02/08/23) and requested a call back for the following day.  The following day technical support attempted to reach **************** but the call went to voicemail, in which a message was left.  Additional attempts were made to reach **************** without success on 02/11/23 and on 02/12/23 another voicemail was left stating if he is still experiencing trouble to contact technical support at **************.  If **************** continues to have voicemail problem, please contact technical support.
  Ziply Fiber advises once moved off copper facilities then they would remain on Fiber technology which is newer and also provides a better customer experience.
  
  
  
  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: 07/18/2023

  Yes, please provide a copy of the complaint and the correspondence and reopen the complaint.  I fell for a trick that I didn't see coming.  Ziply contacted me outside of the BBB complaint to address the issue, which is want I needed.  They promised to have a representative contact me within a few business days.  When that time came and went, the BBB complaint had closed due to my non-response through the portal.

  The phone service continues to not work as suggested with outgoing faxes not working, but incoming faxes received without issue.  I have continued the dialog through the email Ziply sent promising a solution, but the wall I keep hitting is that that department does not actually work on the phone lines.

  Customer Answer

  Date: 08/03/2023

  I was able to reach out to ******* at the phone number provided, but she did not have access to the account history as promised and let me know that technical assistance may not be the department that I need.  I was on hold with ******* for Fiber Assignment for more than 20 minutes, ******* recommended calling back again tomorrow to see if that department can be reached then.

  With the new understanding that our service has not been working and has needed multiple departments involved since the phone lines were cut by Ziply technicians on site and the change in Ziply's position that our service has not been working and does need additional attention, I request that the reimbursement for the electrician we had to hire to get the first set of problems fixed be made.  It was initially denied because Ziply stated that everything was in working order.

  Business Response

  Date: 08/17/2023

  Thank you for referring the additional concerns of ********************* DBA: ******************* to our office for review.
  
  The additional concerns state:
  **************** is seeking a reimbursement of $1000 for electrician charges.
  **************** states he continues to have issues with his phone lines.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fibers position has not changed and the request for credit is denied.
  Ziply Fiber advises that on 8/15/23 a field technician went onsite and confirmed both dial tone and the ability to make and receive calls with the office receptionist. To further clarify the resolution, the dentist was asked to speak with our field technician to discuss any additional issues, but he declined our request.  
  
  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: 08/24/2023

   
  Complaint: 18891291
  
  I am rejecting this response because:
  While it was wonderful that Ziply sent a technician to our office, it was an unplanned visit and the notion that conversation was declined because I would not prioritize the unscheduled visit over an active surgery is egotistical.  No, I did not step away from treatment time that I had agreed to spend with someone else.

  It sounds like Ziply was able to confirm a dial tone through the phone lines.  I let *************************** at Ziply know that we were getting a dial tone, the issue was that as soon as the call started to go out it would change to a busy signal before a full number had been entered.  This is only on one line.  As stated in the response, the technician did not try to make a call- only listen for a dial tone.

  I disagree with the accountability Ziply is showing from the original visits last year. Ziply Fiber removed necessary wiring from the building, admitting on site that they were fiber technicians not copper technicians, but it should be okay.  When it was not okay additional technicians were sent.  The final solution was to hire an independent low voltage copper electrician to replace and repair what had been disconnected.  A statement that Ziply's position on personal accountability remains unchanged does not make that position correct.  Instead, it doubles down that they are not responsible for damage they cause.  The electrician report has already been provided that the wiring removed needed to remain in place to have a working system.
  Sincerely,
  
  *********************

  Business Response

  Date: 09/08/2023

  Thank you for referring the additional concerns of ********************* to our office for review regarding his business *******************.
   
  The additional concerns state:
  **************** states a technician was dispatched to his office however the date of repair was not scheduled with him, so he was not available to troubleshoot with the technician. 
  **************** states that he has dial tone, but as soon as he tries to call out on one line, it rings busy before a full number has been entered. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber did schedule a technician to address Mr. ******* additional reported service issues on 8/15/23 and left a voicemail providing the date the technician would be out. 
  Ziply Fiber records show a technician was dispatched on 8/15/23, verified dial tone and confirmed with the front desk that they were able to make and receive calls. The technician noted he was unable to get additional information from **************** regarding what other issues he may be experiencing and left his business card for them to call if there were additional concerns.  
  In response to this rebuttal, Ziply Fiber technical support reached out to **************** to troubleshoot any additional service issues he was experiencing. **************** advised the issue calling out had been resolved but that there was a delay in receiving voicemails and issues with his line rolling over. Ziply Fiber did some additional testing where they adjusted the rollover ring count and verified voicemail was working. 
  
  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: 09/16/2023

   
  Complaint: 18891291
  
  I am rejecting this response because it does not address the repairs that were needed by a third-party low-voltage electrician to replace the wiring removed by Ziply from the existing phone system.  The year that it took to make repairs to the software, that Ziply confirms were still needed even this week by sending a technician, does not allow us to run our credit card transactions as we previously had.  Rather than trust that Ziply would be able to provide that service, we had purchased ******************* in order to process POS transactions.  This latest purchase is not something that I am asking Ziply to cover or address, even though it was not needed prior to the work they performed.  I still ask for the reimbursement of repairs for the damage Ziply directly caused.  This receipt has already been submitted with the third-party narrative attached.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2023

  Thank you for referring the additional concerns of ********************* DBA: ******************* to our office for review.
  The additional concerns state:
  **************** is seeking a reimbursement for electrician charges.
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  As previously advised, Ziply Fibers position has not changed and the request for credit is denied.
  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: 10/02/2023

   
  Complaint: 18891291
  
  I am rejecting this response because: An apology for inconveniently creating a thousand dollars in damage, leaving the repairs for someone else to take care of is not acceptable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/23/2023

  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 got service back with Ziply Fiber some time in September 2022. I was told that I would pay 40 plus 10 rental fee for the modem plus taxes. I was told I could pay online. I went online, it said my account was locked and that I had to call a number. Upon calling said number they were not able to unlock my account and I was told that my bill was $0.00. I tried to log in some time in November 2022 and still no luck, tried to contact again and was given another number to contact. I contacted them agaon via chat today an was told that my bill was $186.43 and that ad a "loyal" customer I would get my late fee waved. I am confused as to why my account remains locked and why my bill remains high and I can't to anything to access it.

  Business Response

  Date: 02/03/2023

  February 3, 2023
  
  Thank you for referring the complaint of **************************************** to our office for review. We appreciate ************************* bringing this matter to our attention.
  
  The complaints states:
  ************************* isnt able to create a online profile on the Ziply Fiber payment porthole.
  Ms. ************************* has been charged late fees for payments she cannot make through no fault of her own.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that a system issue caused ************************* to not be able to pay her bill through the online customer porthole. This error has been resolved and a Ziply Fiber agent confirmed ************************* was able to now create a profile.
  Ziply Fiber has removed all late fees from ********************* account in addition to applying a courtesy credit for the trouble when trying to make payments.
  
  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:01/22/2023

  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.

  complaint in detail:I signed up to have internet, tv and phone service with ******** Communications . I was fed up with ******* because the rate continually fluctuated. I asked ******** for a fixed rate that would not change on a regular basis with expiring promotions. My rate was $142.77. ******** was bough out by Ziply Fiber. I noticed that my Bill was fluctuating and I have called several times to figure a way to get a consistent bill . They made me go both paperless and have automatic payment. I noticed that I had a large deduction out of my account last summer and I called them and said that I wanted to cancel my service and go back to *******. They told me that they would take care of the discrepancy. I asked to go to no telephone and have just internet and they told me that the cost would be the same for just internet as it would be if I still had phone and tv. I allowed them to keep my business because they said that they would keep my bill at the rate at $173,48. I checked my billing this month by going on their web site and they have been charging me $ ****** for the months of July, August, September, October November, December, and January. They made me pay in advance of the month and they deducted straight out of my account. I have to actually go into their system to check what they are taking out of my account. I called and talked to customer service and they offered to refund the difference to keep my business. They would stop phone and internet as I had asked back in July. They then transferred me to a different department and a different representative. That representative told me that it was my responsibility to always check what is being taken and that they could do nothing for me. This is straight up theft. I signed up with ******** and my number one issue was the fluctuation in increase of billing. ******** was upfront and I did not have issues. It is theft to over double my bill and then say you did not check so it is your fault. They require auto pay and they require paperless. They make it impossible to track unless you are going on line to their site every month. The woman I talked to said they had no record of me even calling back in July of 2022. In July they had me on the phone for over a half hour and did everything possible to keep my business and not have me make changes. They promised my billing would be back to the rate I was previously being charged. I trusted them and I allowed them to keep my business. At that time ******* internet only to staying with ziply and having internet only. I let the Ziply representative convince me to stay and not make changes and that my bill would not increase. Instead they raise the rate to almost double what I had agreed to and they say I never called. Every customer service representative tells me something different and they promise something different. They tell me that they have no records of my call . I never agreed to a 290 bill for internet , they automatically took it out of my account. This is extremely deceptive practices. They require that you pay automatically and change the rates continually and expect the customers to always notice. This is not fair and is wrong and should be illegal. This is theft because they took it directly out of my account. Internet if a vital service and customers should not be taken advantage of by unethical practices and billing of providers.

  Business Response

  Date: 02/10/2023

  February 8, 2023
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  ****************** had previously asked ******** Communications for a fixed rate of $142.77 for voice, data and television service however once the account was acquired by Ziply Fiber, the price began to fluctuate.
  
  In the summer of 2022 ****************** noticed that his Ziply Fiber auto payment was larger than normal. When calling Ziply Fiber to inquire about the rate increase he was told the discrepancy would be taken care of.
  
  A Ziply Fiber agent convinced ****************** to not make (account) changes and that his bill would remain at $173.48 for voice, data and television. Additionally, he was not advised his bill was going to be higher than expected.
  
  ****************** never agreed to a rate of $290 for phone, data and television but Ziply Fiber fraudulently deducted the amount from his bank account.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber acquired Mr. ******** account in May 2020. Per the monthly statement at that time, his monthly rate was $115.99 plus tax/fees/surcharges. The statement also showed the voice and data discount of $10.01 would end on July 18, 2021, and the $20 television discount would end on July 18, 2020. As indicated, the respective statements reflected the rate increase(s).
  Ziply Fiber advises that per the monthly statements ****************** had discounts that were not in perpetuity. The July 19, 2022 statement reflected his new pricing sans the discounts.
  Ziply Fiber records do not have details of an interaction in which ****************** was provided a price quote of $173.48 to retain his business.
  Ziply Fiber advises that ***************** agreed to auto pay which pays the balance owing that reflects on the current statement. Per our Terms of Service, the end user has 30 days to dispute any billing discrepancy otherwise the charges are presumed accurate.
  
  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: 18879795
  
  I am rejecting this response because:   I agreed to  staying with ziply fiber in July of 2022 and having my rate stay at 173 dollars.  I originally aske them to stop my phone service and my television service.   They convinced me to keep the services because my billing would not be substantially decreased by going to internet only.  I have the phone records that show the date that I contacted Ziply fiber.   The very next month my bill then jumped to 220 dollars and then the next month jumped to almost 290 dollars.  I believed them when they told me that my bill would be 173.  This was an increase from the  141 that originally agreed to when I originally signed up.  When I spoke with Ziply multiple times about pricing and I never was informed of promotions or expiring prices.  When I signed up I told them I did not want a temporary or introductory price.  I compared ******* with verizon.    Ziply acquired my business because they bought merged with another company.  I did not sign up with Ziply.  This is highly deceptive because they made me sign up for automatic withdrawal and paperless to get the 141 price.    When I talked to them in July of 2022 they told me that if I went just to internet the taxes with make my bill almost as much as having phone and television.   If they had told me in July that my account would then  be 290 dollars I would have cancelled immediately.  I have the cell phone records showing the time I spent talking to them.  They conveniently say we have no record of your phone call.  This is theft and deceptive practices.  They doubled my rate in a matter of 2 months after years of having the same billing.   How they can say that a coupon expired after several years if highly inaccurate because I told them I did not want introductory offers that caused the account to raise after a few month period.  This is extremely evident in that my account did not have high rate increases in the prior three years.   
  
  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 he agreed to stay with Ziply Fiber in July 2022 with a rate of $173.00.  Further stating the bill increased to almost $290.00 per month.
  ****************** states he originally asked Ziply Fiber to stop the phone and TV service, further stating he was convinced to keep all the services and was advised it would not be a substantial difference.
  ****************** states he did not want a temporary or introductory price.
  ****************** states he was forced to sign up for automatic withdrawal and paperless statements.
  ****************** states he rate increased from $141 to $290 within a 2-month period.
  ****************** states over the prior 3 years he did not have high-rate increases.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber provides promotional discount information on each monthly bill statement along with the end date of the discount.  In this case the monthly bill statement shows a $25.00 discount for the Triply play set to expire 07/18/22 along with a discount of $63.75 for the ********************* package which also expired on 07/18/22.  This caused a monthly increase of $88.75 per month before taxes/surcharges.
  Ziply Fiber has no records of ****************** requesting to disconnect the phone and TV in June 2022.  However, notation on 01/22/23 states he is calling in regarding the price increase at which time it is noted that he had previously requested the phone and TV service be disconnected.
  Ziply Fiber has no record of ****************** requesting not to be placed on promotional pricing.
  Ziply Fiber advises customer are not forced to sign up for paperless billing and/or auto pay.  If a customer chooses not to sign up for these services, they would be billed a $3 paper statement monthly fee and/or a $3 payment processing fee per month.
  Ziply Fiber advises when promotional discounts expire this does cause the bill to increase.  However, in this instance ***************** was provided a one-month credit for the phone and TV this does reflect on the 02/19/23 bill statement.  An order was placed on 02/18/23 removing the phone and TV, this account is now an internet only account which does reflect on the 02/19/23 bill statement.
  Ziply Fiber advises when promotional prices are provided the end date reflects on the monthly statement.  When prices increase the information can be found under Customer Important Information section of the bill statement prior to the increase and the also the bill statement in which the increase reflects.
  
  
  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:01/20/2023

  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.

  On December 16 2022 I called for a complete disconnect of my internet service on January 10th 2023. I was charged a full month of January. I called customer service to inquire when I would get a revised bill with credit. The representative informed me I would have to pay the full amount for Service I did not have. I am greatly disappointed with Ziply on their billing procedures and charging when service not given

  Business Response

  Date: 02/03/2023

  February 3, 2022
  
  
  Thank you for referring the complaint of ************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** was billed for an additional month after disconnecting her Ziply Fiber data service.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that **************** cancelled her data service on the same day the new bill cycled causing the additional month to bill.
  Please disregard the 2/1/23 statement that shows a balance owing of $73.18. That amount has been removed and no additional money is owed at this time.
  
  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:01/19/2023

  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.

  Hi, I tried to cancel my service on 12/12 but I was told that I had to call to cancel. I was also told through chat that my bill would be protated and adjusted based on when service was ending. When I called they either lied or misled me by 1) not canceling my service that day and 2) told me that I could not get my bill prorated. I had to call back the next day and they finally cancelled my service on 12/14. I have attached the chat transcripts where they specifically told me they would prorate the amount after cancelling. I would like my bill to reflect the prorated amount that I was promised at reflect the initial call date of 12/12.

  Business Response

  Date: 01/20/2023

  Thank you for referring the complaint from ***************************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  ******************** states he tried to cancel his service on 12/12/22 further stating he was told he would have to call customer service to cancel the service.  **************** did then call in and requested the service to be disconnected and then called again the following day, the service was then disconnected on 12/14/22
  **************** states he was advised through chat that his bill would be prorated and adjusted based on when the service ended, when he called in he was advised he would not get a prorated for services unused.
  ******************** would like the bill prorated as promised on the initial call dated 12/12/22.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show **************** did call in to disconnect his Ziply Fiber account on 12/12/22 and an order was placed disconnecting the service, however the due date selected was at the end of the billing cycle 12/31/22.  **************** called back in the following date and the order was updated with a disconnect date of 12/14/22
  Ziply Fiber apologized **************** was provided incorrect information via chat.  However, in reviewing the call requesting the disconnection from 12/12/22 **************** was advised Ziply Fiber does bill through the end of the bill cycle and there would not be any prorated credit.  Also, the call was reviewed from the following day 12/13/22 when **************** called back in, the disconnection date was updated to 12/14/22, ******************** was advised again the internet bills through the end of the bill cycle therefore there would be no prorated credit provided which is correct.
  Ziply Fiber advises on both calls reviewed 12/12/22 and 12/13/22 **************** was provided correct information, the internet service bills through the end of the bill cycle which is also outlined on each monthly bill statement under the terms of service which states:  Ziply Fibers TV and ******** services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or ******** service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Ziply Fiber billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions.  By using or paying for Ziply Fiber service, you are agreeing to these Terms.  The charges are valid and are for services from 12/02/22 through 01/01/23 end of cycle billing.
  
  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:01/17/2023

  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 tried to disconnect from their services today, the date today is 1/17 and my last bill cycle according to them is 1/15. They charged me for services for an extra full month since i am disconnecting after my bill cycle on 1/15, so i have to pay another 60$ for a full month even though this is the first opportunity to request cancellation as the bill cycle was on a weekend.

  Business Response

  Date: 01/27/2023

  January 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:
  **************** was billed for an additional month after cancelling his Ziply Fiber data service.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that although the monthly statements show that no adjustments are provided for previously billed service when cancelling, a onetime courtesy credit for the balance owing has been applied and the pending payment was cancelled. The account balance is now a zero.
  
  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:01/17/2023

  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.

  Not sending bill. Canceling my auto payment and then allowing me to get charged late fees because of their system mess. Same thing over the course of a year.

  Business Response

  Date: 01/24/2023

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  
  ************** states he is not receiving his Ziply Fiber monthly statements and cancelled his auto pay, causing a late fee to be assessed to his account.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the account has been updated requesting monthly bill statements be mailed out and is not on auto pay.  In this instance the $10.00 late fee was credited.  Records show the balance currently is $0.00 and the next bill statement will generate on 02/01/23.
  
  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:01/16/2023

  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.

  Ziply Fiber- July 2021 - ******** Requested upgrade from 50/50 to 200/200 service July 2021. (******** not informed by ********************** **************** for the need of new supporting equiptment to support 200/200 services. No appointment made).August 2021 - December 2022. Cusyomer recieves statements showing 200/200 services charge.Statement fees paid by customer, faithfully.July 2021 - December 2022 ******** consistently experiencing dropped and/or interrupted internet services.December 2022 ******** contacts ********************** to share continued service interuption issues.Ziply Fiber states customer has been paying for 200/200 services since July 2021 but has only been receiving 50/50 service because initial equiptment customer has does not support 200/*********************************** offers customer equiptment upgrade appointment between 1 and 5pm December 30th, 2022 (over charge credit to follow per Ziply **************** Agent). December 30th, 2022. Technician does not show up for appointment nor calls.******** calls ********************** for answers.******** informed by ********************** - "appointment" was only a request for technician (a.k.a "common cause") - not an official appointment. Agent would follow up with customer following holiday weekend.January 4th, 2023 - Ziply Fiber agent follows up with customer offering only 1 month comp. ******** requests manager. ******** spoke with ********************** manager and he told customer they are at fault. ******** should have informed ********************** in July 2021, upon request for upgraded services, that they did not have supporting equiptment for 200/200 services and would need an appointment. (How is customer to know they needed new equiptment?)Ziply manager informs customer they will not recieve overcharge credit for overpayment of past 18 months (statements proving payment of 200/200 and initial equiptment proving 50/50) because customer did not know that they needed equiptment upgrade upon request of new services July 2021. Ziply Manger comps one month services and sets up to cancel ********s services February 3rd, 2023. ******** issue unresolved and ********************** continues to withhold overcharge fees from Ziply Fiber customer.

  Business Response

  Date: 01/24/2023

  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 requested to upgrade her internet service from 50 M to 200 M in July 2021, no technician came out. 
  ******************** states when she contacted Ziply Fiber in December she was then advised she would need new supporting equipment in order to obtain speeds of 200M. 
  ******************** states due to drops and interruptions in service an appointment was made for 12/30/22 but no one came out or called her.  When ******************** contacted Ziply Fiber she states she was advised it was a common cause and she would receive a follow up call after the holidays.
  ****************** states she did receive a follow up call and was offered a one month compensation since she was billed for the 200 M speed and was not receiving it.  ******************** then requested a manager and was offered and provided a one month credit, and advised by the manager that there are no reports received of speed issues prior to December 2022.
  ******************** states she would like credit for the overpayment for the last 18 months.
  ******************** has requested the service be cancelled on 02/03/23.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises  an order was placed 07/10/21 upgrading the service from 50 M to 200 M.
  Ziply Fiber records show ******************** is using a personal router which prevents Ziply Fiber from testing to the device to confirm speed.
  Ziply Fiber records do not show any prior reports of trouble with the internet reported until December 2022.
  Ziply Fiber records show ******************** received a credit on 01/04/23 which reflected on her 01/04/23 bill statement.  Ziply Fiber has no prior reports of trouble reported.  Ziply Fiber does recommend reporting trouble as it occurs this allows us to repair any issues located.
  Ziply Fiber advises the 50 M internet price after the promotional pricing is the same monthly rate that ******************** is currently paying for with the 200 M service after the promotional pricing ended.  There is no additional credit that will be provided.
  Ziply Fiber records do show a pending order to disconnect the service has been placed with a due date of 02/03/23
  
  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: 01/28/2023

   
  Complaint: 18816277
  
  I am rejecting this response because:
  I am NOT using a personal router, as suggested by Ziply Fiber... We are using the Frontier router set up upon contract with Frontier.  Ziply Fiber assumed all responsibility of customer care and services for Frontier. Clearly the Frontier router does not support our upgraded services of  200/200 - this is where the ball was dropped.   Upon the purchase of our upgraded service with Ziply - we should have been provided with the proper router, with the customer care guidance of **********************... No guidance, questions (on ziply's account) were asked, we were not, at the time of upgrading, informed we would need an updated router to support our new upgraded services properly... Hence our interrupted, dragging, dropped, freezing service since our upgrade.    This situation is not fault of the customer, rather **********************.  Customer needs proper equiptment (per *********************** supply). 

  In addition, the fee in which I have been paying since promotions end has not been comperable to the 50/50 promotion as stated by Ziply Fiber.  There is a $20+tax fee difference per month.   Because we are not set up to properly recieve the 200/200 services, due to a lack of proper equiptment to be provided by Ziply Fiber, we are due a refund for overcharge.  It is not the responsibility of the customer to know what equiptment is needed when hired services are paid - the customer hires the company to set up and provide customer with all aspects of paid services - including equiptment set up...At no point in time did we ever change our router amidst the transfer of Frontier becoming Ziply Fiber.  So that fact that Ziply Fiber states we are using a personal router was an unauthorized change of information within their database. Poor business practices... 
  

   

  Sincerely 

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

  Business Response

  Date: 02/06/2023

  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 was overbilled since she was billed for 200 M and only received 50 M and would like to be credited for the difference.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show ******************** has been paying $60 per month since 04/04/21, when the order was placed to increase the speed ******************** received a promotional rate of $40 per month therefore paying less than the 50 M.  When the promotion ended ******************** was paying the same price.  Therefore, there is no credit due.
  Ziply Fiber records do not show any trouble tickets placed until 12/24/22 when an outage issue was resolved on 01/03/23.  ******************** then disconnected her account on 02/03/23.  Ziply Fiber has no prior reports of speed issues from ******************** and with the account disconnected we are unable to troubleshoot and resolve any speed issues she may have had.
  
  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:01/10/2023

  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.

  I am not receiving the internet service that I pay monthly for. When I call, they run phone tests and tell me as much and said theyd send a technician for repair. The technician hasnt showed up, despite text confirmation on multiple occasions. Then someone from ****** on another country calls to see if I still need the appt and tells me theyve worked on my internet and its fixed, but it is not, I tell them I need my appt and they agree. I cannot get anyone to fix my internet that I am paying $100 monthly for. They say they escalate to a supervisor with no response. I made contact via ******** messager with someone supposedly local who promised response, but still no response. I am paying for a service that I am not being provided.

  Business Response

  Date: 01/16/2023

  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 was advised a technician would be dispatched but he has not shown up, further stating she received a call advising the issue was resolved when it was not.
  ****************** states she is paying $100 a month for service that she is not receiving.
  ****************** states via ******** messenger someone local was to call her back, at this time she has not received a call back.
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show a trouble ticket placed 01/03/23 for a commit of 01/09/23 regarding a slow connection and frequent disconnect this was cancelled in error instead of updated for a technician dispatch. Another trouble ticket was placed on 01/09/23 the tech notes state:  Replaced router and the ticket was completed on 01/11/23. The prior reports of trouble was in 2013.
  Ziply Fiber records show ****************** subscribes to both phone and internet service.  Records do show a credit was provided on 01/11/23 which will reflect on the 01/25/23 bill statement.
  Ziply Fiber records do not show any remarks regarding a call back.
  
  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: 01/17/2023

  I have received a resolution of my complaint. I was able to reach a costumer service rep on ******** and escalate the issue, A tech from Ziply came out to my home and serviced my internet. Here is my claim number ********. Thank you, *****************************
  
  

  
  

• Initial Complaint

  Date:01/07/2023

  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.

  The service provided by this organization, 1 Giga speed Internet over what used to be ******* Fiber, at a cost in excess of $94/month, degraded drastically such that internet speed was consistently less than 30 Mbs download speed and less than 0.1 Mbs upload speed over a period of seven days. *************** implies a fair expectation that something close to **** Mbs will be provided. 30 Mbs and 0.1 Mbs are so far off from this level of service, DSL would have been a more functional service. I mean this is really bad from a technical perspective no matter how much Ziply decries speed guarantees. I made several attempts to work with technical support to rectify the situation, but most engagements were either truncated or the problem was not solved. I finally decided I had had enough and switched service providers. Attitudes have definitely become more strident and less customer-oriented. When I called to cancel, on 01/06/2023, the service representative asserted that their service was an unregulated one and would therefore bill me for the entire month rather than prorate billing only for the days of service used, making me pay effectively for 2/3 of the month after the date of cancellation for services never provided. I have yet to confirm whether this is true and still might take Ziply to small claims court. But nonetheless, I noted to the customer service rep that being that greedy with a customer displeased with the company would only further disincentivize the customer from every wanting a future business relationship with Ziply. She indicated that this policy was discretionary on her part. I am disappointed to say the least. Not only did Ziply not provide a service at a level that met my expectations relative to the money I was spending, but they tried to gauge me for a full final payment rather than doing the right thing by the customer.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The complaints states:
  ********************** cancelled his Ziply Fiber internet because he experienced intermittent speed and connectivity issues with the service.
  When cancelling his account, ********************** was advised that Ziply Fiber doesnt pro-rate non-regulated services so he would owe for the entire month.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Ziply Fibers equipment, among other things.
  Ziply Fibers Terms of Service and monthly statements advise that when canceling, no partial month credits or refunds will be provided for previously billed service subscriptions. Although ********************** declined our agents offer to pro-rate the charges, a credit for the $93 balance owing has been applied. This adjustment will reflect on the 2/2/23 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

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18701563
  
  I am rejecting this response because:
  
  I am writing in response to the business reply given to me by Ziply Fiber Senior ************************** on January 20th, 2023 for BBB Complaint ID ********.
  
  I appreciate Ziply's good faith efforts to resolve this issue.  Ziply representatives wrote: "Ziply Fibers Terms of Service and monthly statements advise that when canceling, no partial month credits or refunds will be provided for previously billed service subscriptions. Although x** declined our agents offer to pro-rate the charges, a credit for the $93 balance owing has been applied."
  
  I appreciate the credit of $93, but I'd like to clarify my issue because I was not asking for a refund of $93, nor for a proration of the current month when my service was disconnected.  At the time, it was a previously paid subscription, and only considered a "previously billed service subscription" in the sense the next bill was automatically generated after I paid the bill for the current cycle just days before.  The sneaky parsing of terms certainly makes one wonder if more regulation should be considered?
  
  My issue with Ziply is that the customer service representative had the power to prorate my account but decided to act punitively, for whatever reason, including the possibility she just didn't like me or my tone.  Buyer beware.
  
  Thank you,
  

  
  

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