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:01/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Case ******** Moved apartments September of 2023 (same building different apartment).Called Ziply and asked about process. Was *** on agreement.Followed Ziply's process, internet was moved timely.Changed payment methods during the move.After the move found that we were being charged on the old apartment and the new apartment.July of 2024 double billing stopped, but no refund.Have contacted Ziply 8/30, 9/5, 9/28, 10/2, 10/4, 10/10, 12/31, 1/2/25, 1/11/25 Several different promises to forward to managers for approval of refund. Further promises to call us back with updates. Have never been called back and refund has not been received.There has been no question about whether a refund is due. **************** has been polite and apologetic, but clearly do not have the authority to move things on their own. That leads me to the conclusion that either Ziply is unable or unwilling to execute a refund.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Thank you for referring the complaint of **** **** to our office for review. We appreciate Mr. **** bringing this matter to our attention.
  
  The Complaint states that:
  Mr. **** states he was billed for data service despite moving from that location into a new apartment.
  Mr. **** asking for a refund of $1044.43 for the 11 months.  
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records do not show the Mr. **** called to have his data service moved to the new home. Additionally, the order to install service at the new location was placed online via the customer self service portal.
  ********************** advises it is the end users responsibility to report to Ziply Fiber billing errors within 30 days from receipt of the bill. If not reported within 30 days, you agree that all such billing errors are waived, and no credits will be provided.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22830752
  
  I am rejecting this response because it is an unacceptable solution. Ziply is not denying the facts of the situation, but instead saying they shouldnt refund the money because we used their portal (as directed) and because of a a 30 day billing complaint timeline.  Ill take their arguments in order.  Since the Self serve portal is where ziply directed us to put in a service order by definition it should capture the information necessary to mange a transaction like this.  That it failed is Ziplys design problem not the customers.    Second since our complaints eventually stopped the double billing ziplys solution should be for a partial refund tied to the 30day call window not a total denial. Lastly, I have documented calls that ziply did not record in their call log, so that they have no record of earlier calls only supports that they failed to record the conversation not that the calls did not happen.  The facts remain that ziply billed and collected for service not delivered due to poor portal design and back of the house systems.  This was exacerbated by a call system that is poorly documented and not timely.  Ziplys position that their poorly designed customer communication systems precludes customers from collecting over bills if allowed to stand will become a standard for large corporations everywhere to overcollect and keep funds not due them, which I believe is against many of the consumer protections contained in state and local laws.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/17/2025

  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.

  I called to cancel my service in the summer (7/5/24) and was told it was cancelled but they did not cancel. I continued to pay the bills thinking it was the final amounts due then called when I received a notice of outstanding balance. They said there was no record of closing my account even though I was emailed with instructions to return my router (attached) and would not clear my balances. I tried to log into my account to see if anything was due and they had closed my account so I could no longer check. I assumed they had either cleared the erroneous balance or would send out a final invoice but instead they then sent my account to collections without sending me a final bill. I attached screen shots of my call to customer service on 7/5 as well as the email they sent after the call confirming I was cancelling my account. I would like a refund of all amounts paid after 7/5/24 including the $169 that I paid to the collection agency.

  Business Response

  Date: 01/29/2025

  Thank you for referring the complaint of *** *** to our office for review.  We appreciate *** Day bringing this matter to our attention.
  
  The complaint states:
  *** Day states he contacted Ziply Fiber on 07/05/24 and was advised the service was cancelled.  However, the account was not disconnected until 11/13/24 when *** Day called in.
  *** Day states he continued to pay the bill thinking it was the final amount, then received a notice of account past due. Further stating his account was sent to collections without a final bill being provided to him.
  *** Day states he received an email with instructions to return his router.
  *** Day states when trying to log into his online account, he was unable to any information on the closed account.  *** Day would like a refund for services paid after 07/05/24 along with the $169 that he paid to a collection agency.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has no record of *** Day speaking to a representative on 07/05/24. Records do show the account was disconnected on 11/14/24.
  Ziply Fiber advises monthly email notifications were provided advising of the monthly bill statements, which were available online until the account was closed.  A reminder notice was mailed on 11/07/24 with a balance of $169.28 due by 11/14/24.
  Ziply Fiber advises information/instructions to return a router can be found on our website, there is no records of a call in or an account notation of a call in on 07/05/24.
  Ziply Fiber advises a payment of $169.28 was received on 09/03/24 which covered services from 07/07/24 thru 09/6/24.  Ziply Fiber received a payment of $169.28 on 01/22/25, however the bill balance was $260.30 at the time of disconnect *** Day was provided a one-time credit of $91.02 as a courtesy.  The $260.30 covered services from 09/07/24 thru 12/06/24 the end of the billing cycle.  End of cycle billing for internet information can be found on each monthly bill statement.  Therefore, there is no credit due and the charges are valid.
  
  We trust 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: 02/21/2025

  I wanted to follow up on case 22824838. I tried to follow up with the business who had emailed me for additional information but they have become unresponsive. I would like to reopen the case if necessary. 

  
  
  

  Thanks,

  ***

  Business Response

  Date: 02/28/2025

  Thank you for referring the additional concerns of *** *** to our office for review.  We appreciate *** Day bringing this matter to our attention.
  
  The rebuttal states:
  *** Day stated he emailed Ziply Fiber after additional information was requested however they became unresponsive.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has advises the email has since been located and Ziply Fiber has responded to *** ***************************** advises they are unable to locate any records or proof that *** Day did reach a representative on July 5, 2024 therefore the charges are valid.
  
  We trust 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:01/10/2025

  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.

  Ziply charged twice (2 x 60) on my service in September. I contacted customer service 5 times since Oct for a refund but never got it. They asked me to wait for a response and I never got a reply. I had to contact them multiple times to follow up on the problem but they transferred from team to team and created multiple cases without actually solving the problem.

  Business Response

  Date: 01/15/2025

  Thank you for referring the complaint of ****** ** to our office for review.  We appreciate ****** ** bringing this matter to our attention.
  
  The complaint states:
  ****** ** states he was charged twice (2x60) for services in September.
  ****** ** stating they have contacted Ziply Fiber multiple times for a refund but have not received a refund for the overpayment.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records do show two payments processed for September 1 on 09/17/24 shows a one-time payment and the other on 09/23/24 shows an auto payment deducted.
  Ziply Fiber records do show the account was debited the $60.00 on 10/27/24, and review of the refund does show it failed to process.
  Ziply Fiber has placed a credit on the account for the failed refund, therefore the online account has been updated to $0.00 for the current balance.
  Since the statement amount was $60 with an autopay scheduled to be deducted on 01/26/25 the credit should reflect on the following statement, generating on 02/01/25 therefore there will be no payment due at the end of February.
  
  We trust 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:01/10/2025

  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 had service with this provider, I notified them of cancellation of service on 11/18/2024. I was emailed that confirmation and I returned their property per their request. I was told the service would end on 12/06/2024. They collected money from me after service was cancelled and have not returned my money after several attempts of me resolving the issue. I m owed $76.31.

  Business Response

  Date: 01/23/2025

  
  January 23, 2024
  
  Thank you for referring the complaint of ***** ******** to our office for review. We appreciate Ms. ******** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ******** states she is owed a refund on her closed Ziply Fiber account.
  
  ********************** has investigated the above statements and offers the following response: 
  Ms. Enriquezs account was closed on 12/31/24. Any refund will be processed 2-3 billing cycles after that date.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22792054
  
  I am rejecting this response because: I feel ***** days way too long to wait for a refund. The mistake was on their part in taking my money when I had given them plenty of notice on the cancellation of my service. I have never been late in paying my bill so for them to float my money to ***** days is robbery. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/09/2025

  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.

  Today Ziply Fiber employees tore the top off one of our trees. We would like the company to send an arborist to properly prune the damaged portion. January 9, 2025.

  Business Response

  Date: 01/16/2025

  Ziply Fiber
  
  Thank you for referring the complaint of ***** ******** to our office for review.  We appreciate Ms. ******** bringing this matter to our attention.
  
  According to the complaint:
  Ms. ******** states that Ziply Fiber tore the top off her tree and would like the damaged portion to be repaired.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises the tree in the utility right of way near Ms. ********s home has been repaired per her request.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 01/23/2025

  ******,

  The case has been resolved. Thank you!

  *****

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been without phone and internet since before Christmas. I have an elderly parent living with me that is very sick. In addition, I run an equine boarding facility where people can get hurt. I have no way of calling police, fire or ambulance if needed. I have called Ziply at least 10 times. I have had 5 now shows. 2 appointments with technicians that actually made the situation worse. In addition, I have been charged ***** a month since Ziply took over from frontier for a frontier service that Ziply does not provide. That is almost $800. I have asked for a refund 3 times and so far, they are refusing to refund the money. I have spent 40 hours waiting for people to show. I am never told no one would not show up. In addition, I have lost potential clients as we have no way for people to contact me. I have to drive a mile from my house just to get cell service to call Ziply. I am looking for a refund of the $***** a month for 4 years and 8 months plus reimbursement for my time of 40 hours waiting for technicians to arrive.

  Business Response

  Date: 01/14/2025

  Thank you for referring the complaint of **** ******* to our office for review.  We appreciate Ms. ******* bringing this matter to our attention.
  
  The complaint states:
  Ms. ******* states she has been without phone and internet since before Christmas and she does have elderly parents living with her and runs an equine boarding facility, so the phone service is needed for emergencies and contacting 911.
  Ms. ******* states she had made multiple calls to Ziply Fiber, further stating the service is worse, and is requesting reimbursement for her time.
  Ms. ******* states she is being charged $13.99 for a Premium tech support service and was advised Ziply Fiber does not provide this service.  Ms. ******* is requesting credit for 4 years and 8 months of the tech support service.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show multiple trouble tickets for internet and some for-phone service.  The first trouble was reported 12/26/24 each time trouble was reported the repairs were completed.  On 01/13/25 notations on the account indicated the internet was still not working, therefore Ziply Fiber did dispatch another technician on 01/14/25 whom verified the line was fixed the previous day, and the internet was working.  The issue is with the customers laptop not the internet connection.
  Ziply Fiber in this instance has applied time out of service credit from 12/26/24 through 01/14/25.  This credit will reflect on the 02/01/25 bill statement. Ziply Fiber does not provide reimbursement for time.
  Ziply Fiber advises the $13.99 Premium tech support service is still a valid service, just not offered to new consumers.  ************** no longer wants the service, she would need to call in and request this service to be removed from her account. Credit is not valid.
  
  
  We trust 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: 01/22/2025

  I absolutely do NOT agree with their response. I was told by customer service the ***** service no longer exists and hasnt since Ziply bought from frontier. Our service does not work. I would like further resolution of this case.

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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.

  Yesterday I received a letter from a collection agency informing me that there is a balance due with Ziply Fiber. Today I reached out to Ziply Fiber for an explanation since this did not make sense to me (my account is on auto payment each month).Customer service agent (Jettica) could not provide an explanation as to why this was happening other than to keep repeating that Ziply Fiber issued me a refund back in October 2024, which now had to be paid to the collection agency.Neither the agent nor her supervisor, ***, could explain to me why Ziply Fiber did not contact me regarding this "debt" instead of passing it off to a collection agency. I had received no communication whatsoever from Ziply Fiber that there was a balance due. Looking at the online account also did not have any indication of any balance.This charge has to do with a previously closed account, which had been now closed for several months. I had been issued a credit for that account since billing continued past its closing. Neither one of the people I spoke with at Ziply Fiber today could explain why another agent issued a credit that I now have to pay back to the collection agency. They could not determine the cause since the agent did not put in any notes "due to a high volume of calls" at the time.Ziply Fiber has been consistently mishandling billing on my account and this is yet another instance of their gross incompetence. They failed to notify me of a problem with a previously closed account, which was due to their own internal error. And now they expect me to deal with a collection agency!The resolution I am seeking is for Ziply Fiber to clean up their own mess as follows:1. Cancel any collection efforts since my account is current and they made an error on the previous account.2. Notify the collection agency to issue a confirmation of the above action in writing, clearing up any negative report on my credit.Thank you for assistance!

  Business Response

  Date: 01/17/2025

  Thank you for referring the complaint of ********* ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The complaint states:
  Mr. ******* states he received a letter from a ****************** regarding a balance due from Ziply Fiber.  Further stating he received no communication about the debt.
  Mr. ******* advises the agents were unable to provide an explanation of the notice.
  Mr. ******* wants this removed from the collection agency and wants to make sure it does not negatively affect his credit report.
  
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises Mr. ******* is enrolled in paperless billing, therefore should have received notification via email.
  Ziply Fiber records show this was previously resolved, however shows Mr. ******* received a refund, and the debit was placed back on the account, in this instance I have credited this debit.
  Ziply Fiber ********************** is contacting the outside collections and cancelling the placement (pulling this back from the outside collections).  The credit report has not been affected.
  
  We trust 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: 01/20/2025

   
  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.

  I am also requesting a written confirmation from Ziply Fiber and/or the ****************** involved that there is no longer any debt owed by me to Ziply Fiber and that no further collections efforts are being pursued to collect any such debt(s) from me on behalf of Ziply Fiber.

  
  Sincerely,
  
  ********* Piliper

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a land line phone with Ziply Fiber for years (account #*********************. On September 26, 2023 Ziply installed their internet service in my house and included my phone service in this installation keeping my same phone number. I have a new account. I now pay my phone bill as part of my internet service. They said they discontinued my old phone account. After that I started getting bills from my old phone account. I called ********************** 4 times between September 30, 2023 and October 24, *************************************************************** Each time they agreed to close the account. Now, on December 26, 2024 They have billed me again with added late charges. I have my account on auto pay with my credit union so I never have an unpaid bill. How do I get Ziply to stop billing me for an account I don't have anymore? This could ruin my credit standing.

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  Thank you for referring the complaint of ***** ********** to our office for review. We appreciate Ms. ********** bringing this matter to our attention.
  
  The Complaint states that:
  Ziply Fiber is still sending bills for Ms. *********** voice only account that was supposed to be disconnected in September 2024.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that Ms. *********** voice only account has been disconnected as of 11/22/24 and the balance owing of $170.28 has been removed.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ********** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 01/16/2025

   
  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,
  
  ***** ****-*****

  Customer Answer

  Date: 02/07/2025

  Today (2/7/2025) I received a new bill that they said they had removed.  See attached

  How can I get Zipley to stop billing me?

   

  ***** ****-*****

  Business Response

  Date: 02/17/2025

  Thank you for referring the additional concerns of ***** ********** to our office for review. We appreciate Ms. ********** bringing these additional concerns to our attention.
  The additional concerns state:
  Ms. ********** states she received another bill for her closed Ziply Fiber account and wants them to stop.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises that Ms. ********** account is closed. Please note, the final billing process can take 2-3 bill cycles however, the is no balance owing by the customer.
  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 Relation

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22733718
  
  I am rejecting this response because: ****** has turned me over to collection with ************************** even though they claim to have removed the $170.28.
  
  Sincerely,
  
  ***** ****-*****

  Business Response

  Date: 03/06/2025

  Thank you for referring the additional concerns of ***** ********** to our office for review. We appreciate ************* bringing these additional concerns to our attention.
  The additional concerns state:
  Ms. ********** states Ziply Fiber reported her account to a collection agency.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises that Ms. ********** account has been pulled from placement at **************************.  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ********** has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

  Customer Answer

  Date: 03/06/2025

   
  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.  I have had Ziply as my provider for phone and now also for internet for a long time and I've been hopeful that I could continue with Ziply.  I was on the verge of looking for a new internet provider.  I am so glad we have resolved this matter as I am very happy with my new internet/phone service.
  
  Sincerely,
  
  ***** ****-*****

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SINCE THE BEGINING OF SERVICE WITH ZIPLY FIBER, WE HAD ISSUES. STARTING WITH THE REPLACEMENT OF SEVERAL NEW BOXES, WE NEVER HAD A FULL MONTH OF SERVICE WITH ZIPLY FIBER. IN THE LAST SEVERAL MONTHS, WE HAVE HAD TO CALL AND HAVE ZIPLY TO SEND A TECHNICIAN 4 TIMES TO REPLACE BOXES, THE ENTIRE FIBER FROM THE **** TO THE HOUSE, ETC..EACH TIME I WAS TOLD I WOULD BE COMPENSATED FOR NOT HAVING INTERNET THOSE MONTHS. THE MOST RECENT TIME WAS NOVEMBER 26TH AND I WAS TOLD THAT I WOULD RECEIVE TWO FREE MONTHS OF SERVICE (I WAS ALREADY SUPPOSE TO RECEIVE FOR SEPTEMBER AND OCTOBER AS WELL). WHEN I SPOKE TO THE AGENT I WAS ASSURED MY BILL WASNT DUE UNTIL JAN AND THAT THE ***** WERE IN PLACE. MY SERVICE WAS DISCONNECTED ON 12/26 DUE TO BILL DUE (WAS NOT SUPPOSED TO BE DUE UNTIL JAN) AFTER PAYING A FEE OF $82.26 I WAS ASSURED SERVICE WOULD BE REINSTATED IMMEDIATELY. THIS WAS A LIE, I WAS TOLD IT WOULD BE 12/31 BEFORE I COULD HAVE SERVICE AGAIN. THIS IS TOTALLY UNACCEPTABLE

  Business Response

  Date: 01/10/2025

  Thank you for referring the complaint of ***** ******* to our office for review. We appreciate Ms. ******* bringing this matter to our attention. 
  
  The complaints states:
  Ms. ******* states since the beginning of her service with Ziply Fiber she has had services issues and has not had working service a full month. 
  Ms. ******* states shes had technicians out on four occasions who have replaced her router and the fiber line from the road to the house. 
  Ms. ******* states each time she was advised they would be compensated for not having internet. Ms. ******* states she was supposed to receive credit for the month of September and October and was told she would get another two free months on 11/26/24. 
  Ms. ******* states she was assured the bill wasnt due until January and the credits had been provided but her service was suspended for non-payment on 12/26/24. 
  Ms. ******* states after paying $82.26, she was initially advised the service would be reinstated immediately but was later advised it would not be until 12/31/24 which is unacceptable.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Ms. ******* initially established service on 12/23/23 under account number ************. The billing account was suspended for non-payment on 5/20/24 and was completely disconnected on 7/8/24. Ms. ******* made a payment on 7/11/24 in the amount of $471.56 to bring the account current but it had already been permanently disconnected. Ms. ******* was provided credit back to the suspension date of 5/20/24 and received a refund of $212.76.
  A new install order under account number ************ was issued on 7/11/24. Account records show this service was initially suspended on 8/29/24 due to no payments had been received since the account was re-established. Ms. ******* made a payment in the amount of $232.09 on 9/12/24 which covered the past due balance for the July and August bill statements and the service was restored the same day. Ziply Fiber sent a reminder notice on 11/11/24 for a past due balance of $201.48 due 11/26/24. No payment was received, and the account billing was suspended for nonpayment on 11/27/24. 
  Ziply Fiber has record of a trouble ticket issued 7/25/24 that was completed 7/27/24. Ziply Fiber received a call on 8/22/24 regarding router issues but the call went to dead air, so no action was taken. Ziply Fiber records show a trouble ticket was issued on 11/25/24, a technician was dispatched on 11/26/24 and work order notes advise the drop was open due to customer screwed through the drop.  
  Account notations advise the customer reported ongoing service interruptions and the agent offered two months of service credit even though the trouble history does not support this amount of service credit. This credit was provided on 11/29/24 and reflected on the 12/11/24 bill statement however this did not cover the full past due charges owing and left a remaining past due balance of $106.54. Ziply Fiber sent another reminder notice, no payment was received, and the account was disconnected completely on 12/26/24. Ms. ******* called on 12/26/24 and the agent provided another credit for the full December charges and collected a payment of $82.26, however the account had already been disconnected permanently so a new account had to be created. Records show this account has been over credited. 
  A new installation order was issued with a due date of 12/31/24 however Ms. ******* cancelled the order. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Details:I am filing this complaint against Ziply Fiber for repeated billing issues and unfulfilled promises to resolve them. I was initially paying $40 per month for internet service, but without notice or proper justification, my bill increased to $70 per montha significant jump.I have contacted Ziply Fiber customer service three times over the past two weeks, spending over an hour on the phone each time. Despite assurances and promises from multiple agents that my rate would be restored to $40, this has not happened. I was given a ticket numbers, but the changes promised were never implemented.During one of these calls, the representative even appeared to pretend not to hear me, which felt like an attempt to frustrate me into giving up. Each time I requested to speak with a supervisor, I was told no one was available. This repeated cycle of misinformation and broken promises has left me frustrated and distrustful of the company.Desired Resolution:I am seeking immediate correction of my monthly bill to the original agreed-upon rate of $40. Additionally, I would like assurance from Ziply Fiber that such issues will not occur again in the future.

  Business Response

  Date: 12/27/2024

  Thank you for referring the complaint of Ms. ***** ******* to our office for review.  We appreciate ********** bringing this matter to our attention.
  
  The complaint states:
  Ms. ******* states she was initially paying $40 per month for internet service and without notice her bill increased to $70 per month.
  Ms. ******* states she contacted Ziply Fiber and was assured her $40 rate would be restored.
  Ms. ******* would like assurance this will not happen again.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises the One-time introductory price is for the first 12 months. This information was listed on each monthly bill statement advising of the $25. Discount thru 11/12/24.
  Ziply Fiber in this instance has restored the introductory offer, this was readded to the account on 12/27/24 and the discount will continue for 12 months, this will reflect on the 01/13/25 bill statement and thereafter until the discount expires.
  Ziply Fiber advises after the introductory price/offer ends Ms. ******* will be paying the current rate for the internet service.
  
  
  We trust 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: 12/27/2024

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