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:12/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had landline phone service at our home for 30 years there is no cell service here nor wifi calling thru ziply Fibre. That makes the landline a pretty critical necessity. On Dec 26th I called Ziply to disconnect the voice-mail service they had just changed because it didn't work and I no longer needed it. I told them to make sure they didn't disconnect our phone service but within 24 hours our phone no longer works. No dial tone just dead. They have promised a tech repair man would be out numerous times tho this is an internal problem their customer service and techs are not trained to fix problems only create them. It is now Dec 31st no repair person no email they can't call with no phone service. It is probably a simple fix something was done wrong and needs to be corrected but I have to drive 10 miles to cell service sit on hold an hour just to find out if ziply ever will do anything. People have car accidents medical emergencies and we have no phone. How do we call out how do people call us? This is very unsafe. Never dealt with such incompetent people in my life.

  Business Response

  Date: 01/10/2023

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states on December 26, 2022 he contacted Ziply Fiber to remove the voicemail service and his phone service was disconnected, and there is no cell coverage where he is located.
  ************** states December 31, 222 he has not received any updates and the phone service is still out.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show an order to remove the voicemail service placed on December 27, 2022 which completed December 28, 2022
  Ziply Fiber records show 2 trouble tickets created on December 29, 2022 however the tickets were not properly routed therefore no technician was dispatched, these were then cancelled.  Another trouble ticket was created on December 31, 2022 which completed and confirmed working on January 4, ****************************************************** error due to recent order activity.  Time out of service credit was issued on January 4, 2023 which will reflect on the January 16, 2023 bill statement.  Ziply Fiber apologized for the error that occurred and the delay in resolving the issue.
  
  
  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: 01/11/2023

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

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called about my line being done. Was told, we will send out a tech. A day later no result. Called again, no work order. Work order created for today 12-30-2022. Took 4 hrs off work to be here today for repair. Tech never showed up. Claimed they were here and repair was made and internet was repaired. Tech never showed up, although Ziply said, the tech said, repair was made. Still no service. Repair rescheduled now for 1-2-2023.

  Business Response

  Date: 01/13/2023

  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:
  ************ reported a tree had taken the Ziply Fiber cable off his home causing his data service to stop working.
  Ziply Fiber failed to arrive to repair the cable and when ************ called back there was no work order for the job.
  A Ziply Fiber technician repaired the cable but didnt connect it back to ************** home.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show that ************ reported the cable damage on 12/28/22.
  Ziply Fiber records show that a trouble ticket to repair the cable was created on 12/29/22.
  Ziply Fiber records show that on 12/30/22 a field technician noted he repaired the cable but didnt have access to the home to complete the work. The work to reconnect the cable was completed on 1/9/23.
  Ziply Fiber advised that ************ was provided adjustments totaling $81that will reflect on the 2/6/23 statement.
  
  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:12/30/2022

  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.

  12/29/2022 - Service was shut off. I had made an appointment for a tech to come out and see about moving to a streaming package upgrade. Asked them numerous times to not shut off service. I wanted to see our options before they switched anything on our account. I have been a customer for over 20+ years and have always paid my bill on time. Tonight ...my TV's all stopped working. This is terrible customer service! I called to see what was going on and was told that they couldn't do anything to turn it back on. I asked to speak to a supervisor and was put on infinite hold and kept getting "Else" coming back telling me that the supervisors were all busy and they would call back. I knew that would never happen, so i continued to hold.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Thank you for referring the complaint of ********************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  Mr. ******** television stopped working on 12/28/22 after inquiring about streaming services.
  ****************** asked to speak with a supervisor and was told they were all busy and someone would call him back.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ****************** contacted Ziply Fiber on 12/28/22 and spoke with an agent about removing the television and keeping voice and data only. The order to make this change was processed before the 12/30/22 due date resulting in the loss of video services. Records show that a technician temporarily restored the video services on 12/30/22. Additionally, ****************** was given a one-time courtesy credit of $25 that will reflect on the 1/10/23 statement.
  Ziply Fiber apologizes for any trouble ****************** may have experienced when requesting to speak with a supervisor. Coaching feedback is provided accordingly.
  
  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: 01/06/2023

   
  Complaint: 18660417
  
  I am rejecting this response because:

  The amount of time I have spent trying to call, being put on hold for hours, promises broken to try and get my service working correctly that I have paid on time every month for the past 20+ years and then to try and get my billing correct as well far exceeds a ridiculous offer of compensation in the amount of $25.  I had asked for somewhere between one month to three months credit for the agony they have subjected me and my family too. One month would have been $318.09.

  However, in looking into all the issues and trying to make sense of my past invoices I have now noticed that they have failed to give me a credit for the "Affordable Internet Credit" for my handicapped son.  I filled out all the paperwork they required, even called them once I received their email in regard to my form, I had sent in. (see attached) 

  To now learn that I have not been getting a $30 monthly credit for the past 6 months (Dated 6/14.2022) is frustrating and against the *** benefit that they are supposed to provide. 

  So that would be another $180 they owe me.

  Bring a total credit due to me in the amount of $498.09. ($318.09 + $180)

  Plus, I need to have the $30 credit to start applying to my monthly invoices moving forward.

  The lack of accountability on their part baffles me.

   

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

  Business Response

  Date: 01/24/2023

  
  Thank you for referring the additional concerns of ********************* to our office for review.
  
  The additional concerns state:
  ****************** asked for one to three months of service credit ($318.09 per month) for the agony Ziply Fiber caused him and his family endured.
  ****************** states that in June 2022 his son was approved for the FCCs Affordable Connectivity Program (***), however the monthly discount was never applied to his account.
  ****************** wants credits applied to his account for the missing *** discount of $108 and $318.09 for his poor experience with Ziply Fiber.
  
   
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that the appropriate credits have been applied and reflected on the 1/10/23 statement.
  Ziply Fiber records show that the required Terms of Service (***) for the *** discount to be applied were never accepted. Additionally, per the document ****************** provided with the BBB rebuttal, the *** application expired in August 2022.
  On 1/6/23 ****************** was advised by a Ziply Fiber Executive agent that he will need to re-apply for the ***, accept the *** and provide the agent the new *** application ID before the discounts can be added going forward.
  The *** is not a discount offered by Ziply Fiber and is given via the **** The *** application process was never completed, and no credits will be provided back to June 2022.
  
  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:12/25/2022

  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 contacted the executive management of Ziply Fiber in a fourth attempt to correct an ongoing error in their billing department which has repeatedly occurred since October of this year. For the last two (2) years I have been on Ziply's Fiber 50/50 internet plan at a cost of $43.00 per month. I own my router. Beginning in October 2022, Ziply has attempted to overcharge me for my internet service. I have contacted their customer service center on October 27 (Order #********; speaking to ******** #JCC0981), November 3 (Confirmation #******; speaking to ******, ******** #JRR1933) and on November 26 (Order #********; speaking to ****** ******** #LDD8045). By the end of these 2-3 hour long calls, all of these customer service managers informed me they had corrected this issue in the system and, furthermore, all assured me I would NEVER have to contact them again regarding this matter. Yet, at the beginning of each new billing cycle I am notified that I am being fraudulently overcharged an amount nearly twice my regular monthly fee. In previous billing cycles, Ziply has unfairly attempted to charge me in excess of $75.00. Tonight, on Christmas Eve, I received an e-mail notification from their company demanding an extortionate $96.36 when what I really owe is only $43.00 . . . . for an internet service which is erratic at best with weekly service connection drop-outs that last up to a half hour.

  Business Response

  Date: 01/05/2023

  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 has been on Ziply Fiber 50/50 M internet plan for 2 years at a cost of $43.00 per month, and does own his own router
  ************************** states he has contacted Ziply Fiber multiple times regarding a billing error that started in October 2023
  ************************** states he is being fraudulently overcharged an amount nearly twice his regular monthly fee in excess of $75.00 further stating that should be $43.00 per month.  An email notification was received on Christmas Eve stating the bill was $96.36
  ************************** states his service connection drops out weekly and last for up to half an hour
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show on 09/12/22 the account was upgraded from 30 M to 50 M with *** (Affordable Connectivity Program) discount also added and the monthly router lease charge, this order was effective dated back to 09/08/22
  Ziply Fiber records show on 10/05/22 the *** was removed with an effective date back to 10/03/22 with notation that the *** benefit transferred to a different provider, so the discount was removed from the Ziply Fiber account.  Attempts were made to contact ********************** to advise of the removal of the *** however the contact number was not accepting calls and Ziply Fiber was unable to leave a message. With the *** discount removed this increased the monthly billing by $30 per month which reflects on the 10/23/22 bill statement and at the time the monthly leased router fee of $10 was still billing also
  Ziply Fiber records 2 separate orders were placed to remove the monthly router lease, one on 11/22/22 this order shows cancelled with no notation as to why, then on 12/22/22 another order was placed to remove the monthly router charge which completed.  The monthly charge is now $40 for the internet and $3 for the Payment Processing charge= $43.00 before taxes.  Records do indicate the router charges and the late fees have all been credited, the last of the credits will reflect on the 01/23/23 bill statement ($20 in credits issued on 11/26/22, $10 credit issued 12/28/22 and the remaining credit of $15 issued on 01/04/23.  Therefore, at the current rate of $40.00 for the 50 M internet and the $3.00 Payment Processing fee brings the monthly billing to $43.00 before any taxes
  Ziply Fiber has no prior record of drops being reported with the internet, therefore technical support has reached out to ********************** and has not received a response 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:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there ziply fiber has been overcharging me internet and miss leading people by offering low prices but then not actually using them and charging more as time goes on.. I also am supposed to be on an affordability connection program for being low income and they have not been using it for at least 3 months in a row now !!

  Business Response

  Date: 12/30/2022

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The complaints states:
  ************************** states Ziply Fiber has been overcharging her for internet service, further stating low prices are offered but then increases over time.
  ************************** states she is supposed to be on the *** (Affordable Connectivity Program) for the last 3 months but has not received the discount.
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises ********************** internet service was connected 07/11/22, which received the promotion of 1 month free for the internet service.  The price has remained at $50 internet price, plus the monthly router lease of $10 and taxes.
  Ziply Fiber records show ********************** did receive the *** discount this reflected on the 11/12/22 bill statement with an effective dating back to 09/19/22, which also provided a credit back to the 09/19/22 date.  The *** discount was removed on 11/26/22 which reflects on the 12/12/22 bill statement.  Ziply Fiber records show the *** discount was transferred to a new provider therefore removed from Ziply Fiber.  The *** discount can only be used for 1 provider.  Ziply Fiber has attempted to reach ********************** by email and phone in an attempt to gain additional details.  At this time Ziply Fiber has not heard back from ***********************
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ********************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hire their service back in March of 2022, their internet did not meet my speciation so went ahead and canceled two weeks after. Canceled March 19. Supposedly if you cancel the service within the first month, you get no charge from them. Its been 8 months since I canceled and they keep charging my account, Ive called their support team many times but they cant fix the problem, my account no longer exist but I keep getting charged the amount of $70 a month. Its really time consuming for me because my app doesnt let me do the reversal so I have to call my bank every time so I can reimbursed. Their solution is to log into my account and cancel auto payments (its auto-service) but my account no longer exist on their system so therefore I can not log in and make any changes.

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  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 data service in March 2022, but he continues to be billed the monthly fee of $70.
  ******************** wants a refund for the over payment.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ********************** account has been cancelled as of 12/9/22 and no additional charges should accrue.
  Ziply Fiber advises that ******************** has received a refund for all but the most recent payment. On 12/9/22 that $70 payment was reversed back to his payment method on file.
  
  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:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a down right awful experience with ziply fiber..Mind you , I've been a loyal costumer for 5 years. Our internet has been running so poorly for months. We've had at least 4 technicians come out this Fall (of 2022). Well our internet has been down almost a week..A technician in ********* was suppost to come to our residence to fix our internet December 1st. I was home all day waiting for them to show up, mind you I could have been running errands if I knew the technician was going to lie and just blatantly skip our appointment. I got a text for ziply fiber, saying sorry we missed you. I called costumer service, I was told the technician said, he tried to call my phone and also knocked on my door. I'd be more then happy to share with my call log as proof, we didn't receive a phone call. Nor did a technician even attempt to knock at my door..I have wittiness and my children to back this claim..I have a theory, maybe it was getting close to the end of the day and the technician didn't want to go to his last job and just lied and said we didn't awnser the door or their calls. But that is such a bold face lie, and for a company employee to lie on behalf of a costumer is just poor horrible costumer service. I begged ziply to do the right thing and come fix our internet December 2, 2022. My kids have been so miserable all week, without internet. My littlest daughter cried, because I told her it was getting fixed yesterday. She came home from school and I had to tell her our appointment got cancelled. Now we have to wait almost 5 more days for it to get fixed. Because a technician LIED on our behalf and didn't even try to come fix our internet at OUR SCHEDULED appointment. I could have ran errands and not sat around all day for nothing yesterday as well. Just a big waste of time and very poor costumer service. Do better ziply. You have indefinitely lost our business. Tell you employees to be honest, would be a good start. So I'm filing this complaints based off the lies the technician stated about me not awnsering my door or the "phone call" the technician never made it's going to be a long weekend, with some very disappointed children who can't use the internet service we pay for. Do better Ziply.

  Business Response

  Date: 12/16/2022

  December 16, 2022
  
  Thank you for referring the complaint of *************************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  A Ziply Fiber field technician failed to contact ****************** and noted that he knocked on the door and called her to access the home for a data trouble report.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show that on 12/1/22 the field tech technician tried to reach ****************** on the contact number ending in ****. His notes also indicate he knocked on the door of apartment #A210.
  Ziply Fiber apologizes for any confusion and has applied a one-time $25 missed commitment credit to Ms. ******** 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: 12/16/2022

   
  Complaint: 18514630
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply fiber sending out emails stating they are FORCE switching customers over to fiber even without permission, promising lower rates but not one plan is lower.The promo offers are just promo offers not TRUE prices. Therefore costing consumers double after promo ends.I dont think its legal To just force customers to switch to fiber and pay higher rates when theres nothing wrong with the *** I have.Im on a fixed income so they already charge us to pay our bills **** unless you do auto pay , WHICH I WILL NOT!!They are not good at billing and are bad at over charging accounts . Im not on auto pay and WILL NOTThey shouldnt force these charges on people when they cant even do proper ********.But this latest nonsense email CLEARLY STATES they are switching all *** customers whether or not we say yes. Not only that it how can they without installation that means theyll shut my service off for not switching to the new fiber they installed. This cant be legal!!! Forcing people to agree to their terms in 30 days or suffer an ultimatum..What kind of business practices is this?So that can not be legal for them to just pick plans and switch people over charging what they want and or disconnecting services.They are using some underhanded tactics in billing and forced changes.Last time I was promised a flat rate of ***** for my *** they never happened the bill jumped to over 40 with ridiculous fees for not being auto pay.NO WAY!!!Again, they should not be allowed to monopolize and force people in this manner.Its truly unethical business practices.And frankly DISGUSTING!!!Not to mention its CHRISTMAS TIME THE MOST INCONVENIENT MONTH EVER TO PULL THIS GARBAGE

  Business Response

  Date: 12/05/2022

  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 is being forced to switch from copper to fiber, even without permission.
  *************** states the prices are higher after the promotional period to switch to Fiber.
  **************** states she is already paying a $3 monthly fee for a payment processing fee since she has declined auto pay.
  *************** states she was promised a flat rate of $30 for her DSL but it has now jumped up to $40 per month.
  *************** states she is on a fixed income.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has verified the copper lines are not being eliminated at this time.  We currently offer Copper and Fiber in *************** location, however, have closed the area for new *********.
  Ziply Fiber advises we have many options for Fiber internet for example our month-to-month rate on 50 M is $40.00 the same rate **************** is currently paying, this after the promotional $20 for the first 12 months.
  Ziply Fiber advises consumers have the option of signing up for auto pay to avoid the monthly $3 payment processing fee.  Ziply fiber is committed to a greener future and has decided to trim down on the amount of paper correspondence we send out as our consumer base drifts more and more toward digital billing. This benefits both the environment (less paper means more trees!), and in our minds, the customer, because now you don't have to fuss to pay your bill or mailing a payment.
  Ziply Fiber records show in 2016 *************** discounted price was $34.99 for the internet, the discount has since expired.  The internet service is a month-to-month rate.
  Ziply Fiber advises **************** may want to see if she qualifies for a Federal program called the Affordable Connectivity Program, this provides up to $30.00 discount per month for broadband services.  The link to apply is *********************** for qualification, one approved with the application ID ********************** would provide the terms of service and the consumer would need to accept in order to receive the monthly discount. 
  
  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: 12/05/2022

   
  Complaint: 18512157
  
  I am rejecting this response because:
  The explanation did not state the reason for the threat of disconnection or them automatically switching me without my consent.

  ot wisp failed to inform that there is a ***** additional monthly fee for the modem this putting the monthly charge at ***** then ***** after promo.

  And the discount program they mention is ONLY, let me say it again. ONLY if you have school aged children, receive food or housing benefits and or your income is 200% below poverty line. It doesnt apply to veterans or single men/woman without children.
  So that program needs to stop being offered to everyone as it does not apply. The government made it impossible to get that discount unless you already receive welfare, which I do not.

  None the less the constant barrage of phone calls and voice mails Im getting is out of control, got another today at **** AM UNACCEPTABLE TIME TO HARRASS PEOPLE!

  but also the voice mail reiterated that if I do not switch I risk my service being disconnected and or automatically rolled over onto a plan of ZIPLYS choosing.

   

  And I am on paperless billing , I will not set up auto pay until Ziply has a proven track record of not over charging customers and or charging customers who have cancelled. Its not worth the risk to me.

  the enormous amount of complaints submitted regarding the billing practices is mind blowing.

  Ziply should take these complaints to heart and stop charging people who dont want auto pay, especially since the business has a bad track record and even a BBB warning about it!!! 
  

  of my services are disconnected, slowed down or Ziply changes it without my consent I will have no choice but take it small claims.

  AND STOP THE BOMBARDMENT OF HARROWING & STRONG ARMING phone calls.

  once i said no thank you, that should suffice..

  im also on the do not call registry for phone soliciting so thats ziply violating that right there!!!

  UNBELIEVABLE 

   

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

  Business Response

  Date: 12/16/2022

  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 the original response did not address the threat of disconnection or automatically being switched from copper to fiber without her consent.  **************** states she is receiving calls and emails advising she is at risk of her service being disconnected and/or automatically rolled to Fiber with a new plan
  **************** states Ziply Fiber failed to inform about the additional $10 modem fee putting the charges at $30 and after the promotion $60
  **************** states the discount program mentioned is if you have school aged children or your income is 200% below poverty, and does not apply to veterans or single men/women without children
  **************** states she is on paperless billing and will not set up auto pay stating she feels the company should stop charging consumers that do not want to take advantage of this service
  **************** states she is on the do not call registry for phone soliciting therefore feels Ziply Fiber is in violation
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber apologizes to **************** and advises that she should not be advised that she must switch within 30 days, this is being reviewed.  As previously advised: Ziply Fiber has verified the copper lines are not being eliminated at this time.  We currently offer Copper and Fiber in **************** location, however, have closed the area for new *********.
  Ziply Fiber advises with any of the internet plans consumers have the option of using their own purchased router, or may lease one from Ziply Fiber at a rate of $10 per month
  Ziply Fiber provided discounted programs such as Lifeline and/or Affordable Connectivity Program for consumers that qualify with or without children or veterans.
  Ziply Fiber advises it costs the company money to send late notices, as well as the cost of staffing agents to monitor those payments.  Ziply Fiber is mitigating these costs by allowing customers to establish automatic payments. This allows Ziply Fiber to keep the price of service lower for most customers. Those that chose not to use Ziply Fibers autopay have the fee to support the extra work required to service the account
  Ziply Fiber advises as an existing consumer we have a business service relationship therefore do advise our customers when newer more reliable technology is available and offer assistance in migrating over for the best experience with our services
  
  
  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: 01/06/2023

   
  Complaint: 18512157
  
  I am rejecting this response because:

  Again Ziply fibers responded by deflection and out all responsibility back on the consumer. My bill is paid in full each month and to say that Im costing the company money to send me late notices is absurd. Grouping everyone into one category is really reaching to take advantage of the consumer by adding that fee. Ziply has to have staff to handle the accounting process irregardless. As an educated woman with years of not only military service but an accounting degree it is really disturbing the way they abuse the ongoing flaws in the system. The number of issues they currently have on record with the BBB regarding the way they do auto billing is enough for me that Ill never allow it. And again that lifeline program only applies to people over a certain age whose income level and or medical conditions result in the need for uninterrupted LIFELINE services. As a disabled veteran rated at 100% disability due to injuries sustained during my time in service these programs are not eligible to us. 

  The only thing in ZIPLYS response they admit to is the additional charges they are including in the promotional offer which makes that false advertising. Or at a minimum baiting.
  
  min a second note not only a week after I submitted the complaint regarding constant harassment to switch via the number of calls but then ZIPLY knocked on my front door!!! Thats correct he actually walked passed a no trespassing sign and a no solicitation sign on my front porch and knocked to get me to switch to fiber. Its an ongoing relentless bombardment of sales  tactics. Once I says no thank you that should have been enough! Even my complaint to the BBB has not deterred them from knocking on my door!!!
  
  Since the area Im in has limited service options available to its residents they are taking advantage and they know it!!

  if it continues they will be one less customer and Ill go back to dealing with the poor xfinity service over this nonsense.

  Ziply has not been a proactive consumer friendly company but a proactive financial gains is best policy irregardless of the consequences to the consumer.

  small towns want good businesses not this. Ziply took over frontier and it immediately became a circus of ongoing issues.

  theyre going to clearly charge consumers that additional fee although they already staff the people to handle the billing and accounting procedures so its really just a way for Ziply to offset overhead and claim it as a way to limit costs. 
  As my family had a small business for years and there was never a need to add fees to consumers bills unless it was a collection fee for unpaid bills. But when theres a loophole in the way businesses can charge consumers you bet theyll take advantage.

   

  V/r 

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

  ( USN Retired OIF-OEF)

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

  Business Response

  Date: 01/20/2023

  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 a week after she submitted her complaint a Ziply Fiber representative knocked on her front door attempting to switch her service to Fiber.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber apologizes to **************** and advises she has been added to the do not solicit list, this does take a minimum of 30 days.  However, she may still receive some contacts from Ziply Fiber since this in now available in Ms.******* ***************** previously advised: Ziply Fiber advises as an existing consumer we have a business service relationship therefore do advise our customers when newer more reliable technology is available and offer assistance in migrating over for the best experience with our services.
  
  
  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: 01/26/2023

   
  Complaint: 18512157
  
  I am rejecting this response because:

  Ziply fibers bombardment is just that. I shouldnt have to deal with this much soliciting especially people knocking on my door. Nobody in my area should. Soliciting is just not safe now days & honestly trespassing on private property & ignoring the no solicitation signs. I appreciate the feedback from Ziply but I should only have to say no thank you once, this consistent solicitation is really bordering annoying & harassment.

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

• Initial Complaint

  Date:12/01/2022

  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 ended my service in September 2022, sent all equipment back. They received all equipment and ended service. They the following month took money out of my account. I contacted them regarding the situation. They apologized and was going to refund the money. 5 weeks later of me calling weekly I turned to my bank for help. Within 24 hrs the money was returned to my account. They are now sending me letters saying I owe them money and are continuously trying to debit my account. This needs to end immediately and Im not able to get them to stop on my own.

  Business Response

  Date: 12/08/2022

  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 cancelled her Ziply Fiber service September 2022 and sent all the equipment back.
  ************** states after the account was disconnected Ziply Fiber took money out of her bank account.
  ************** states she contacted Ziply Fiber and was advised the money would be refunded, however after 5 weeks she did not receive the refund.  ****************** states she then contacted her bank, and the funds were provided back to her within 24 hours.
  ************** states she is now receiving letters stating she owes Ziply Fiber money and needs this to stop.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the service was cancelled (disconnected) on 10/15/22.
  Ziply Fiber advises the payment that posted on 10/09/22 was for charges from 09/15/22 through 10/14/22 (prior) to the disconnection and are valid charges.
  Ziply Fiber advises a bill generated on 10/15/22 for a full month of charges (10/15/22 through 11/14/22) this was credited, bringing the bill balance to zero.  Therefore, there would be no refund.
  Ziply Fiber records show the amount owing is $75.00, this is $50 .00 for services prior to the disconnection and $25.00 for a return check charge.  In this instance Ziply Fiber has credited the return check charge of $25.00 therefore the balance owing to Ziply Fiber is now $50.00 and is valid.
  
  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: 12/08/2022

   
  Complaint: 18488919
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/14/2022

  I have multiple recorded conversations with zippily fiber . First recorded conversation in September canceling my service and asking for a return label to be sent to me via email to return the equipment. They sent the return label that day. I sent all equipment back the following day. When I seen a charge to my bank account the following month I called. They told me that they messed up on the cancellation and they will get that fixed. I asked if they had gotten the equipment returned and they said yes! They told me they will get me a refund and it should take **** business days. I never received the refund so I called weekly. They would always tell me it will be back into your account within 24 hrs. They went as far as confirming my bank account info. I said yes that is the correct account. After 2 months of the recorded weekly calls I was done with the lies. I contacted my bank and they started an investigation and I was awarded my money of $50 back . A week later I received a $75 bill from zippily fiber for a bill and late fee. If I was still with service that they are blaming then lets ask ourselves how??? I have zero equipment! This type of scamming needs to stop. There are elderly people out there that would not continue to fight to this level and they would just pay it. This is absolutely not right.

  Business Response

  Date: 01/10/2023

  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 has multiple recorded conversation with Ziply Fiber in regard to cancelling the service and has returned the equipment.
  ************** states she was advised she would receive a refund in **** business days, and never received this refund.
  ************** states she contacted her bank and was awarded the $50 back from her bank, a week later she received a bill for $75 and a late fee.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has received the equipment back, ************** is not being billed for equipment.
  Ziply Fiber records advise there is no refund due to ***************
  Ziply Fiber advises ****************** was billed for services from 10/15/22 through 11/14/22 due to the disconnection date and this amount was credited on 10/14/22.  The last payment Ziply Fiber received from ************** posted on 10/14/22 in the amount of $50.00, this was for service prior to the disconnection (09/15/22 through 10/14/22) this is the payment the bank reversed and was valid charges.  When the bank reversed the payment, the account was assessed a $25.00 NSF charge, in this instance this was credited, therefore the balance owing of $50.00 is valid and still owed to Ziply Fiber.  There was no late fee charged.
  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: 01/10/2023

   
  Complaint: 18488919
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/18/2023

  To clarify I never was saying that Im being billed for the equipment that I returned. I was simply stating the fact that the equipment was returned and you are billing me for service that I did not even have equipment to use the service with. Further more I NEVER said I was owed a $50 dollar return. Your service operator said I was paid in full and should be receiving a refund because of the date I was canceling the service. The $50 dollars came to play when ziply took a complete month of service out of my bank account when I had ZERO service and my account had been closed. Due to the exact and only fact that your service department did not do their job correctly and cancel my service in September like I told them is completely on you. My bank did an investigation and I was awarded my money back. I ABSOLUTELY will NOT pay for a service that I did not have or any means of using.i

• Initial Complaint

  Date:11/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an order for WiFi to be installed at the above address the week of Nov 7 22. They placed in their computer for fiber install instead of 5g so the technician was a no show and didnt inform me he canceled the order even thou I kept calling the company throughout the day and was reassured he would be to install all the way past 5pm. No contact from the technician or customer service. So I called back on the 15th to be informed that I had to reschedule and they wouldnt return until Nov 18 between ****. I have no choice but to receive service from this company as Im in an Rv park and management wont allow spectrum.Because spectrum needs to dig to run lines.I think there needs to be more training from scheduling and technical support. Also with their commitment and communication skills with customers.Thank you ****** ************ Both order numbers are as follows ******** Also ******** Hoping the technician that is coming today maybe able to resolve the issue the company from support to last technician created.

  Business Response

  Date: 11/28/2022

  November 28, 2022
  
  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  ******************** had two installation dates for Ziply Fiber data, only to be told we dont service her location.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show that on 11/17/22 a field technician went onsite and successfully installed data service for ********************. A one-time $50 courtesy credit was applied to Ms. ********* account and will reflect on the 12/18/22 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