ComplaintsforZito Media

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is far too many issues with connectivity and there is zero help from Zito to reconcile these issues. Due to Zito Media outages in the last 60 days, I have had to take THREE (3) PTO days because I could not connect as I work from home. When I called in today to see about a reimbursement for the non-service I was asked for the dates I had no service and then told that they detected some data transmission on those dates which disqualifies me from a reimbursement as only for entire 24hrs of outage can there be any reimbursement - which is total BS. A router is constantly sending packets and trying to receive them to establish a connection - so there will ALWAYS BE SOME SORT OF ACTIVITY IF THE ROUTER IS PLUGED IN - which shows their policy is ABSOLUTELY designed against the consumer. The second issue is their billing - their promo codes 'fall off' and it is a known issue - said by rep Brandon when I spoke with him today. This is a SECOND KNOWN FLAW which when applied directly affects the customer ONCE AGAIN NEGATIVELY. Just last week, September 13th, I was to work 7am-3:30 and the internet went out at 7:20am then finally was reconnected at 4pm - I missed the entire day of work and I will lose out on that entire days wages because the internet was out for my entire work day - but they won't reimburse for that because it wasn't 24hrs. I lost a full day of work because of them and they do not care. This was the 5th day like this in the last 120 days of service. So, I'd say there is definitely designed and known issues made to punish the customer and continue monetary revenue to the provider.

  Business response

  10/16/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: ************
  Complaint ID: ********
  October 16, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ******** We apologize for the service issues that **** claims he is having. Looking into the services **** has used 941 GB of data in the past 30 days. Looking at the documentation on the account I do not see where **** has requested a credit for service issues.  Although our terms of service do state that we will not credit unless the service is down for a full 24 hours, when requested and if there was an extended service issue, we will still apply a credit under the timeframe.  There currently are no present issues showing on ***** modem.  All signals are in range and there is high usage on the modem.  If **** is seeing a connectivity issue, he may need to troubleshoot his customer owned modem.
  
  Should **** have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company advertises fast and reliable service, but my service hasnt been working properly in over a year. Every time I call, they say its a maintenance issue and it seems to never have been resolved. They could care less about helping their current customers and it seems they only want to advertise to get new customers.

  Business response

  10/05/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *************************
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I have called ******* multiple times and ther was no answer.  I left a voicemail stating that I am sending a technician to investigate any potential problems that would impact service.  I have also instructed the technician to provide a different modem which I believe would be a great help to any issues that they could be experiencing.  I will be following up to make sure this is carried out the way I have set forth.
  
  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  10/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Zito Media called me 1 time and left a voicemail on 10/5/23.  I was at work and could not take the call.  I called back the next day and arranged an appointment for the technician to come out on Saturday, 10/7/23.  They said they would send one out 9am-9pm.  I had to work Saturday morning and asked that they come after 1pm.  They made note on my account.  At 5:54pm I called to check status and get estimate of when they would be coming as they still hadn’t showed up.  Talked to someone from overseas and he said they still show my appointment open and to be patient that they would be coming.  9pm…no calls and no technician!!!!  All I want is my service working correctly and to get what I have been paying for for over a year.
  
  Regards,
  
  *************************
  

  Business response

  10/17/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *************************
  Complaint ID: ********
  
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I called and left a voicemail for ******* to call in to schedule a service call to change the modem and check anything else that may cause an issue.  In regards to the initial service call, it was submitted as an appointment that does not have a particular date and time.  The technician goes to these service calls within 24 to 48 hours from the time it was submitted in between scheduled appointments.  This should have been conveyed by the agent and we apologize for the miscommunication.  
  
  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday August 21 I noticed a broken line in front of my back door. I called Zito to report this. They said a technician would fix it in 24 to 48 hours. I called back on the 24th and the said it would be resolved that day. Called again on the 26th. She said they were lying to me and didn't know when it would be repaired. Called the 28th was told there was no work order for a downed line. I asked to file one. Was told yes and scheduled maintenance for 1-5. No one came. Called back was told there wasn't a work order and nothing could be done. I have a line in my yard, who fixes that?

  Customer response

  08/30/2023

  They repaired the cable on 8/30.

  Customer response

  09/06/2023

  They repaired the cable on 8/30.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since July of 2023 my internet quality can be compared to having dialup in 1998. The internet constantly drops out and I have to reset my router to get it to come back on. An hour later it will drop again and I have to repeat the process. If it does stay on my upload speed mostly hovers under 1 Mbps. No one can play the ***, it’s a paper weight. I can’t stream anything without it stopping and buffering. I pay for 400 Mbps download and 20 upload. I might get 100 download on a good day and 1 upload. It’s getting real old.

  Business response

  09/07/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *****************************  
  Complaint ID: ********
  September 7, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.  We apologize for the issues ***** has had with their internet service.  Looking into the account a maintenance order is still scheduled for *****s residence and surrounding customers as well. Our technicians are working as quickly as possible to repair the issues and restore service to normal function.  Once I have an update and a time frame, I will reach out to ***** to relay the information.
  Should ***** have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had this company for over three years they have been not providing maintenance services to help fix my internet I have been paying 35 a month this year and I bought a 150 dollar modem that does not work for some reason back in March (around that time). I have filed a complaint with the FCC already to resolve this issue because I work from home and I was forced to cancel contract that was valued over 100 dollars and I had to cancel my own business contact that provides me living wage. (***: **** *** **** *****). I believe they are throttling my internet at night and they are giving me less than 300 Megs download in 5 meg upload for a service I paid for that promised 1gig of download and 25 upload.

  Business response

  08/15/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *********************************
  Complaint ID: ********
  
   15 August 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  After going through the account notes, almost all calls on this account are a refusal for agents to help with any concerns.  Most calls, agents are told by the customer to transfer to someone else.  Others are inquiring about the bill.  There was a maintenance technician that had worked in that area and corrected any potential issues on the line.  He has suggested a service technician to visit the residence and go over the lines up leading to and in the home.  This could have been set up already and completed if there was not a refusal to let the agent that answered the phone address any concern.  I have called and received no answer and left a voicemail stating to call in and schedule a service call.  I have also left instructions for the agent to notate on the service call. I will be following up to ensure this is completed. 
  

  If ******** has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  08/16/2023

  I just want to respond and say that I have never refused work/maintenance of any kind because I work from home. And if any of my calls were requesting a transfer because my calls were outsourced for maintenance request, or the agent refused to transfer me at all after I needed a work order done. Outsourced callers were rude and a few that were transferred over told me that "I don't have to help you" I can't remember the ladies name so I will disregard this. Zito Media called once on August 15, 2023 and left a voicemail, I called back from the number provided on the voicemail and requested to be transferred again because the call was outsourced and I needed the work order to remove the splitter from my cable and request to return my original box. I did finish my call with the person that received the transfer with no problem, which is notated on the account. The next time I call I have a question about my bill because the statement is not clear, which is correct. Here are my attachments and I will be expecting a tech on August 17, 2023 between 10A.M.-12P.M. I will wait after August 17, 2023 to show my satisfaction or dissatisfaction of the company. Thank you for working with me. 

  Customer response

  08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
   just want to respond and say that I have never refused work/maintenance of any kind because I work from home. And if any of my calls were requesting a transfer because my calls were outsourced for maintenance request, or the agent refused to transfer me at all after I needed a work order done. Outsourced callers were rude and a few that were transferred over told me that "I don't have to help you" I can't remember the ladies name so I will disregard this. Zito Media called once on August 15, 2023 and left a voicemail, I called back from the number provided on the voicemail and requested to be transferred again because the call was outsourced and I needed the work order to remove the splitter from my cable and request to return my original box. I did finish my call with the person that received the transfer with no problem, which is notated on the account. The next time I call I have a question about my bill because the statement is not clear, which is correct. Here are my attachments and I will be expecting a tech on August 17, 2023 between 10A.M.-12P.M. I will wait after August 17, 2023 to show my satisfaction or dissatisfaction of the company. Thank you for working with me. 

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

  Customer response

  10/06/2023

  I am not dissatisfied with the complaint, I am satisfied with the outcome because a tech came by and fixed the internet problem. So, I was not able to respond back do to being sick. But they fixed the problem whtin the time and I am now satisfied. Thank you for responding back and you may close the case. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not getting the service that I've been paying for. I am paying for internet speeds of 1 gig. But not recieving it....

  Business response

  08/15/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ***** ****
  Complaint ID: ********
  
   15 August 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  Maintenance was completed for this area on 27 July to replace an amp.  The maintenance technicians are working on balancing the signal levels and eliminating any signal level drops that could possibly cause any issues.  I will be following up to ensure this is fully corrected and there are not any future problems.
  
  If ***** has any additional questions, we can be reached at all times at ###-###-####.
  
  
  Sincerely,
  
  ***** ********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my family recently moved and signed up for Zito Media but weve been waiting about 1 1/2 months for the internet and EVERYTIME we were close to setting up a apt something would come up and our recent one was supposed to be today but also got cancelled and were missing a lot of work due to not having the internet

  Business response

  08/01/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ******* *******

  Complaint ID: ********
  
   1 August 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  The install was completed today and ONU is online and functioning as intended.  In some instances, there are events that take place that are outside of our control that influence jobs being completed at a particular time.  I was able to have the technician go today and complete this.  I do apologize for the short notice for installation.    
  
  If ******* has any additional questions, we can be reached at all times at ###-###-####.
  
  Sincerely,
  
  ***** ********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair/and adjustment of bill for April, may and June. April our Internet was out Total of 16 days, and I called to be pro-rated. I work from home and had to find an alternative place to work. Wasn't pro-rated. May, it was out a total of 18 days, and I again had to find alternative means to work. I called April and May to have pro-rated still not. June 16th service went out...as of today July 6th service still has not been fixed and they say It's an outage. Everyone in our area has been calling and getting conflicting stories. First they say technicians are out working on it. Then they tell us there isn't an outage. Then there is a recording saying there is. Then they tell is we arent a priority even though they tell us we have 500 customers out and have been out since June 16th. We have been told also that First Energy has to do their maintenance first. First energy denies having any maintenance. Every day everyone gets a different answer. I would like to have my three months pro rated. I would also like a resolution to the internet issue. If they are not going to fix it, I will have to find a different provider. We don't have many options where we are located. Satellite is too slow and in this rural area the trees block it. Frontier is awful which is why I went to zito to begin with. But now they are worse than frontier now and unreliable. There are some people in the area that rely on Zito for their phone as well and cannot make calls. As of today, July 6th, my bills still have not been pro-rated. They keep taking my money but I have no service. I do not feel I should pay for a service that is not being provided. Thank you and look forward to hearing from you.  ************************* ************.

  Business response

  07/16/2023

  07/16/2023 
  

  To Whom it May Concern, 

  This is in response to complaint #********. We do apologize about the ongoing  service outage that is imapacting Wana, WV. On July 10th 2023, we dispatched technicians  from Pennsylvania to Wana, WV to resolve this outage. This outage was only impacting  about 10 customers. As of right now, the customer's modem has been online since our  technicians restored service last week.  

   We have credited the customer $51.55 which is equivalent to a whole month of  service. Again, we do apologize about the ongoing outage. We understand how important it is to stay connected. If the customer has any further questions, we can be reached at 1-800- 365-6988.  

  Sincerely, 
  ****** ******* 
  Escalations Coordinator 

  Customer response

  07/27/2023

  The internet has been restored. Not sure if they credited my account. Will know more when my bill is due. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been customers with Zito Media (sadly) for over 5 years. We have had NOTHING but trouble since it began. Lately, we have had to call multiple times and we end up getting the same run around as always. "Your area is in an outage." "Maintenance is being performed." Funny how that can be considering we have the same terrible service and speeds as always. No one is taking accountability for the terrible service we PAY for! There is always an excuse as to why we can't have a permanent solution. You have claimed you were going to send out technicians before and then turn around and cancel the appointment without notifying us (the customer!!) Or the technician doesn't feel like coming that day and they report that they came and no one was home (Even if we were home the ENTIRE day and no one came.)Time to take some accountability for once!

  Business response

  07/11/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re *****************************
  Complaint ID: ********
  

  July11, 2023
  

  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.  We apologize for the service issues ******* has had with her internet service.  Looking into the account I can see that our maintenance technician has done work in the area recently to improve area signals.  After speaking to *******, she did explain that she has still been experiencing slow speeds and fluctuation in her service. I have set up a service call for a technician to bring her a new modem on Wednesday 7/12 to see if it makes any improvement.  I will be following up with her upon completion of this work order and will continue to work with ******* until the issue is resolved completely.
  

  Should ******* have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that as long as the business handles this issue in full after this complaint, my personal issue will be resolved. But, aside from my issue there are dozens of customers in my area who deserve better treatment and service. Without having to make complaints before anyone reaches out to fix the issues.

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for the Affordable Connectivity Program and was approved on March 23rd 2023. On April 1st I contacted zito to give my application id and start the process to get the credit applied to my account. I was to be contacted with 2 days to let me know if it was applied. I was never contacted and check my caller ID to verify it. But my account was noted on April 2nd it was denied. I called back on 5/16/23 to find out what was going on and was told I needed to reapply to acp I explained my application id is valid until 6/11/23 to get the credit applied after that date I need to reapply they stated **** said I was denied. I emailed acp the same day 5/16 and was told I should not have been denied and it is valid until 6/11/23 and did not know why I was being told it was denied. It is noted on the bills you participate in the acp program yet you denied me for an applied application. **** also stated on 5/16 to email the approval letter to [email protected] to show I was approved and I did and still haven't heard anything and was told to call back to get an update. This should be this difficult to try and participate in a program you participate it especially when I was approved and also sent you proof with the confirmation email.

  Business response

  06/21/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:***************************
  Complaint ID: ********
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We do apologize about the issues *************************** have been experiencing with Zito Media services. We looked into the account and it looks like he has not qualified through the National Verifier yet or their application has expired. He will have to requalify.
  
  Should ************************** any questions or concerns he can call me at ************.
  
  Sincerely,
  
  *********************
  Customer Advocate
  Zito Media

*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. ↩