Business ProfileforZiply Fiber

On July 17, 2020, Better Business Bureau recognized a pattern of complaints from consumers regarding billing and customer service issues. Consumers have asserted concerns with billing and the quality of service being provided. Consumers allege spending a significant amount of time trying to resolve billing issues, unauthorized withdrawals from bank accounts, and diminished service depending on where they reside or seek to use service.

On July 17, 2020, Better Business Bureau reached out to Ziply Fiber to address the consumer complaints, and on July 27, 2020, Ziply Fiber responded tp Better Business Bureau to address the concerns.

Thank you for reaching out to Ziply Fiber regarding the trends and patterns observed within the complaints and customer reviews with the BBB. We take all concerns provided by our customers very seriously and work hard to resolve them quickly, competently and satisfactorily, and I think it’s important to share what we’ve been doing in our first few months as a company. 

Investing Since Day 1 to Build a Modern Network
Ziply Fiber officially began operations on May 1, 2020, when we acquired the Northwest service operations of Frontier Communications in Washington, Oregon, Idaho, and Montana. On Day 1, we took over a network that needed significant upgrades and immediately and publicly committed to invest $500 million to bring major network and service improvements to customers throughout the region. That work is well underway. We have active projects in cities and towns in all four states, and already have turned-on new fiber internet service in markets that have never before had it. And we have hundreds more projects in the pipeline.

Our work starts with engineering a modern network built for today’s work-from-home, learn-from-home, teach-from-home world. It means an advanced, state-of-the-art network with the capacity, reliability and redundancy to handle whatever families and businesses can throw at it – streaming, gaming, video conferencing and more, all at the same time.

While it is not an easy or instant process to upgrade the technology to do that across 250,000 square miles of land throughout our four-state footprint, we are capitalized and committed to our end goal of providing fast, reliable internet and refreshingly great service to all of our friends and neighbors here in the Northwest. We plan to bring fiber to more than one million Northwest homes and businesses, many of which have been underserved for decades.

Overhauling our Customer Experience

Ziply Fiber also began a complete overhaul of how we engage with our customers starting on Day 1. From eliminating contracts and data caps for new residential accounts to timely and friendly in-person installations, to delivering consistent pricing that skips the gimmicks, we are focused on delivering on our company promise of providing a refreshingly great customer experience. While this work is still ongoing, additional hires, robust training, regular coaching moments and timely resolution to issues are key focus areas for our team. In recent weeks we’ve made significant investments in additional scope and training of our customer service team and also have assembled a dedicated team to assist anyone that reaches out to us through your services. We greatly appreciate the feedback from the BBB and our customers and are working every day to improve and always deliver the kind of experience our customers want and expect.

An Honestly Local Company
Being a local, Northwest-based company led by an executive team who largely was either born here or has spent the better part of 30 years living and working in the Northwest, getting this right is important to us. This is our home and we are committed to delivering the best internet to our neighbors—efficiently, capably, responsibly, and enthusiastically. 

Ziply Fiber will continue to assist and respond to all inquiries submitted to us from your office. We appreciate to working relationship we have with the BBB and the valuable consumer services your office provides.

Consumers can file complaints with Better Business Bureau at www.bbb.org. Complaints can also be filed with the Federal Trade Commission Consumer Protection at https://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc.