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:05/09/2025

  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.

  You promised us 25M up and 5M down. You quoted that to us. We bought a home based on your quote. I am currently getting 12M down and BARELY 1M up. The up is totally unacceptable. You can do nothing but type e-mail at 0.9 up I need better than 1M up, what can we do?Now I have spent money on a home based on your quote and it turns out your quote was wrong. Specificallly how//where it is wrong we will have to decide based on our success in bringing up the upload speed. a 56K modem would come close. This is totally unacceptable. Please note that my phone number will not be available here because your internet is too slow to handle more than 1 voip We have to do something. You guys left us with a power supply for the modem with bare wires. It wouldnt even boot up until I fixed the wires. Guys, i understand you are the only game in town, but can't you do a little better than this?

  Business Response

  Date: 05/16/2025

  May 16, 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 promised 25M data service at his home but has never received that speed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that **************** speeds are based upon many factors, including, customer location, customer equipment, and Wi-Fi network interference.  Data speeds cannot be guaranteed.
  Ziply Fiber records show the Mr. ********** has cancelled his account on 5/14/25.
  
  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 

• Initial Complaint

  Date:05/05/2025

  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 was signed up for a free one month trial to ziply fiber optic internet by a ziply door to door sales representative back in about September of 2023. a payment method was never set up for my account so I assumed it would be automatically stopped after the trial unless i was to set up a payment method, so I unknowingly have been running up the bill for the last year and a half and now ziply contacted me seeking over $2,100 for the internet they've still been providing that i was unaware of. It seems completely unfair to me that they can just keep charging me without my knowledge instead of halting the service until payment is received. it seems to me it is their fault for providing a service for so long without receiving payment for said service. i absolutely cannot afford to pay a $2,000 bill as i am a single guy who lives alone and pays all of my living expenses myself. i never signed a contract locking me in to any amount of time with the company so I don't feel it is legally or morally right to charge me for something i didn't know about. At the very least I should have been contacted by phone or snail mail as opposed to email, the email they have for me is one i don't check as it is swarmed with dozens of spam messages per day and every new or legitimate email i receive is quickly buried. I am hoping to seek a settlement with them and continue forward so i am not imprisoned with years of debt for something I don't feel i am fully at fault for. I was under the impression if you don't pay a bill the service is cut off after a couple months until payment is received by the company providing the service.

  Business Response

  Date: 05/06/2025

  Thank you for referring the complaint of ****** ****** to our office for review.  We appreciate ********* bringing this matter to our attention.
  
  The complaint states:
  
  Mr. ****** states he signed up for a free month trial of Ziply Fiber s internet service back in September 2023 and assumed it would automatically stop after the free month.
  Mr. ****** states he was recently contacted by Ziply Fiber advising of a bill over $2100.00, and the service should have been halted instead of continuing to charge without his knowledge.
  Mr. ****** states he did not sign a contract locking him into service for any amount of time.
  Mr. ****** states he should have been contacted via phone or by **** mail opposed to an email, further advising the email Ziply Fiber has for him, he does not check due to the swarm of spam emails he receives daily.
  Mr. ****** is hoping to seek a settlement.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber advises Mr. ****** did receive a month free of service, after the service was installed on September 10, 203. Ziply Fiber did make contact with Mr. ****** where the details were again provided, this included the cost of the service.
  Ziply Fiber records show the account was set up as paperless with the email provided, therefore the monthly notification of the bill and past due notifications were sent to the same email as provided on this complaint. The monthly bill notifications each month advise to log into My Account or download the Ziply Fiber app to view and pay the bill online.
  Ziply Fibers services are month to month; there are no contracts.
  Ziply Fiber advises it is the consumers responsibility to pay for services rendered, and monthly notification were being provided.
  Ziply Fiber advises payment plans can be set up by calling ************.
  
  
  We trust 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: 05/08/2025

   
  Complaint: 23289292
  
  I am rejecting this response because: The fact that i was never contacted in any way than email speaks volumes about this situation. If a customer has not made a payment in over a year and a half then there is clearly something wrong and it leaves only 2 possibilities; one being that ziply didn't care to resolve the problem otherwise I would have been contacted via phone or **** mail. The only way i was ever contacted was through an email that i do not use resulting in me being completely unaware of my active account that was falling further and further pas due with each month. the second possibility is ziply knew exactly what was going on and were taking advantage of the fact that i didn't know I had a current service that was getting the bill ran up every month. I was initially sold on trying a free trial of ziply because of how much cheaper it is and how much money I could save yet they were charging me $130 a month for a year and a half which is absolutely not a good deal for internet per month. as a company they should not be providing internet service for over a year and a half without recieving any kind of payment, if the service is month to month like they stated in their response then why was the service not suspended after a month of no payment? That makes no sense to me. I think this whole situation is not entirely one parties fault but I absolutely do not think I am fully at fault here, the fact that I legitimately did not know I had an active ziply bill for over a year and a half mean they absolutely dropped the ball of informing their customer of some very crucial details. I am willing to pay half of what they are trying to charge me and even that feels like I'm being screwed over but I'm willing and accepting to bite the bullet and do that to get past this and put it behind us, and remain a customer of **********************. If not I'm afraid I'm prepared to hire an attorney and fight this in court because i really feel like i have a case and fair point to feel like i was wronged here, legally and morally. Obviously taking this to court will result in both parties paying more than the initial amount as well as them losing a customer which is more money lost than gained for them in the long run. In the end i feel we should both agree to work with each other to resolve this issue because it would ultimately benefit us rather than hurting us.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/30/2025

  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.

  Ive been talking to the business billing department about the issues we had here at the property from 3/26/2025 to 4/24/2025. Our internet either didnt work or the service was so slow the site you were trying to get to would time out. After several technicians visiting on several separate occasions, it seems that everything is now working but it was just ridiculous the amount of time it took to get this accomplished. We also had a huge issue where no one in the technical department had access information to our router and password. We had technicians that came out and gave suggestions that we needed to upgrade our service which was not true. It was that the equipment that was being provided by your company was outdated and needed to be upgraded. The suggested upgrade would have increased our bill. Its abhorrent that we must have our own technical support tell your staff how your services work. Whats worse is when I called in again to see about the credit, they asked me if I knew if the number, I was calling from was the **** group. When I said I didnt know and shouldnt have to know , the customer service person said they were just making sure what ever that means. I shouldnt have to tell you how any of your equipment is set up here in this office, that is the service you are providing to us. After every service call, we had to call someone back out as it either didnt work or it was incomplete. The first time the router was installed the phones did not allow us to receive calls, and we had to call back in to have them fixed . WHY it was not verified by the onsite technician that all the services you provide to us were working before they left, I dont know. My staff was constantly made to babysit them and make sure that their job was done correctly and if we didnt think of an issue while they were

  Business Response

  Date: 05/09/2025

  Thank you for referring the complaint of ***** ***** regarding the business account ******************* Mobile Home Park to our office for review. 
  
  The complaint states:
  Ms. ***** states shes been in contact with the Ziply Fiber business department regarding issues they have had on their property from 3/26/25 through 4/24/25, stating the internet either didnt work or was so slow you could not access any site. 
  Ms. ***** states after every service call, they had to call back in because another issue occurred, including the phones not working when a new router was installed, and this should have been verified by the onsite technician before they completed the repair. 
  Ms. ***** states Ziply Fiber was not able to access router and password information and suggested a service upgrade was needed when the issue was faulty Ziply Fiber equipment. 
  Ms. ***** states the service is now working but it took several technician visits to get this accomplished and they had to have their own technical support tell Ziply Fiber how the services work. Ms. ***** states she should not have to tell Ziply how their equipment is set up in the office.
  Ms. ***** states she is disputing $400.00 and attached an invoice from a third-party provider *********************** in the amount of $357.50 for services assisting the company in troubleshooting with Ziply Fiber directly regarding internet issues and setting up their camera system. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the company reported internet connectivity issues on 3/25/25, A technician was dispatched the same day and replaced the equipment noting the internet was working well, however the company contacted Ziply Fiber later the same day advising the issue remained. Ziply Fiber technical support speed tests from the router came back as working correctly and technical support suggested the business needed an upgrade for more bandwidth to support the operation of 40 plus cameras connected to the internet. Ziply Fiber advises, the actual speed and reliability of the ************ can be affected by a number of factors, including, without limitation, the level of network traffic, the number and type of devices in use at any one time, the distance between a device and any wireless transmitting equipment, the capacity of the server the consumer is attempting to connect to across the Internet, and configuration of the computer or other device.
  The company subsequently reported issues with incoming calls on 4/1/25, a technician was dispatched and resolved the issue the same day. The company reported additional connectivity issues on 4/22/25 and the technician determined the router was not able to support the number of devices being used. The company requested a different technician come out to troubleshoot. A new technician was dispatched, who confirmed light levels were good, they replaced the optical network terminal for the good of service and configured a new multi-GIG router to match the existing router programming. Technician notes advise the companys IT group wanted to wait to set up the new router, so it was left on site. The company contacted Ziply Fiber the following day on 4/23/25 stating the router was just left and they needed it installed. A technician was dispatched 4/24/25 and confirmed the internet, and phones were working however the companys IT department was having issues accessing the router to connect the security cameras. The technician stayed onsite until the IT group was able to connect. 
  Ziply Fiber works to repair any service issue as quickly as possible and in this case, there were multiple intermittent issues reported, each time a technician was dispatched to troubleshoot they confirmed the service was working. 
  The invoice provided by Ms. ***** in the amount of $357.50 was for a third-party company ********** to troubleshoot service issues with Ziply Fiber directly and configure their business camera system.  Ziply Fiber has no responsibility for the operation of any equipment, software or service other than the internet services and equipment provided by Ziply Fiber. Ziply Fiber is not responsible for costs incurred if the company chooses to hire a third party to troubleshoot issues on their behalf or configure their camera systems.  
  Ziply Fiber provides prorated service credit for outages over 24 hours, in this case the service issues were intermittent. Ziply Fiber provided a compromise credit in the amount of $336.92 which is equal to two months of service, this credit reflected on the 5/4/25 bill statement and no additional credit is due.   
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ***** and ******************* ************* Home Park have experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:04/30/2025

  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.

  For the past year Ive been receiving advertisements in my mailbox from Ziply Fiber, I have contacted them well over **************************************** my married name and maiden name and now its coming as current resident they said theyd add my name and address to their do not contact for mail and advertising and at this point its harassment. Ive never had an account with them but my apartment complex office uses their service.

  Business Response

  Date: 05/01/2025

  Thank you for referring the complaint of ******* ******** to our office for review. 
  
  The complaint states:
  Ms. ******** states for the past year shes been receiving advertisements in her mailbox from Ziply Fiber, she has never had an account with them, but her apartment complex uses their service.
  Ms. ******** states shes contacted Ziply Fiber over ******************************* her married and maiden name and now they are being addressed to current resident. 
  Ms. ******** does not want Ziply Fiber services and does not want any further contact from the business.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  In response to the complaint, Ziply Fiber has removed Ms. ******** from any sales and marketing campaigns. Ms. ******** should allow 30 days for this request to take effect.
  
  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:04/20/2025

  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 moved in early February and inquired about fiber optic service from Ziply. They noted the wire was not to my unit and a ticket to engineering was submitted. I got a call about service for that and believed that to be for the wire from the pole to the unit. The tech came out again - no wire at the unit. Another request for install was cancelled (3/10). Recently, I have received 2 pieces of mail for me to sign up with Ziply - one addressed to me and one addressed to "Current Resident". I contacted them online and via phone to confirm there was service here. I was told yes by at least 2 different people that the fiber was to the building. The tech came out and it's not here and another ticket was submitted to engineering to take care of that. I told him if there was a way to tell his supervisor that major false advertising is happening that I would appreciate it. I want them to stop advertising there is service here when there is not. Other companies also will not provide service, but they are up front that it is not available. They also have NOT sent any advertising here to sign up for service. I have not expected getting fiber optic to this new build would be so difficult when the unit inside is wired for it. I don't want to see any mail from Ziply that is false advertising.

  Business Response

  Date: 04/29/2025

  Thank you for referring the complaint of ***** ******** to our office for review. 
  
  The complaint states:
  Ms. ******** states she moved in early February and inquired about fiber optic service from Ziply Fiber and was advised the wire was not to her unit and an engineering ticket would be issued. 
  Ms. ******** states two install requests have been cancelled because she did not have fiber to her unit even though she has been told by two different people it was available. Ms. ******** did not expect getting fiber optic to this new build would be so difficult when the unit inside is wired for it.  
  Ms. ******** has recently received flyers addressed to both her and the current resident advising fiber is available and requesting she sign up which is false advertising. Ms. ******** wants Ziply Fiber to stop advertising that there is service available when there is not. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Ms. ******** placed a new install order initially in February 2025 and her address did show as fiber capable. Technicians were dispatched and determined there were fiber facilities nearby, but none to Ms. ********* address so an engineering request was placed for further investigation on multiple occasions.
  Ziply Fiber engineering has determined that a fiber build was never performed in this new development, however a couple homes inside the development did receive services from a nearby terminal that was not planned for this community. There are no facilities remaining or current plans to build new facilities so Ziply Fiber is not able to provide service to Ms. ******** at this time. 
  Ms. ********* home was showing as fiber capable in error, which is why she was able to place an order and why she was receiving marketing flyers. Ziply Fiber has corrected its facility records based on the determination by engineering and has removed this address from the marketing list. Ms. ******** should allow 30 days for this request to take effect.  
  
  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: 05/02/2025

   
  Complaint: 23227413
  
  I am rejecting this response because: The entire complex should not receive the false advertising, not just me.  Please make sure all impacted do not receive the false advertising.  I did not see any indication noting other units not having fiber available would happen.  Thanks.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/19/2025

  Thank you for referring the additional concerns of ***** ******** to our office for review. 
   
  The additional concerns state:
  Ms. ******** state she is rejecting Ziply Fibers response because the entire complex should not receive false advertising. 
  Ms. ******** wants to make sure all impacted units do not receive false advertising.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber has corrected its facility records for the entire complex based on the determination by engineering that fiber is not available or planned and the marketing department has been notified regarding this update.
  Ziply Fiber works to ensure all marketing campaigns accurately reflect the products available in a specific area, however service is subject to availability and is not guaranteed in all locations.  If other residents of the complex have issues with marketing materials, they should contact Ziply Fiber individually.
  
  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: 05/23/2025

   
  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 and many in the complex are not happy with fiber not being planned to be added here.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/18/2025

  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.

  It has been nightmare to deal with Ziply customer service i have called business billing **** numerous times to question a charge of $309.76 but no one knows. There is no detailed bill for it online either that i can view. I requested to speak to manager and ofcourse not available but we promise we will call you back. Manager's name i was informed is *****. I have called ziply 4 times in regards to my matter, i did once receive a call back from ziply which i missed but no voice mail left about who called nor did they attempt to reach back out to me again. I have spoken to other ziply agents ********, ****** but unable to help. My bill is currently past due but i would appreciate BBB help in resolving this matter so i can pay and move on. Events are as follow Feb 2025 bill $236.53 which i paid on 3/3/25 Then on March bill a forward charge shows up for $309.76 along with normal charges for $374.91 I see the break down for the $374.91 but no bill was ever issued to me that i can view to see what the $309.76 charges are for Thankyou

  Business Response

  Date: 04/30/2025

  Thank you for referring the complaint of ********** ****** to our office for review.  We appreciate ********* bringing this matter to our attention.
  
  The complaint states:
  Mr. ****** states the 02/18/25 bill was $236.53 which was paid on 03/03/25.
  Mr. ****** states the 03/18/25 bill statement had an additional $309.76 in charges with no explanation.  When calling in Mr. ****** states he is unable to get an explanation.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records do show a payment was received on 03/03/25, this covered the bill statements generated on 01/18/25 and 02/18/25 in the amount of $236.53.
  Ziply Fiber advises the amount of $309.76 consist of the bill statement generated on 02/01/25 in the amount of $103.92 with a due date of 02/25/25 phone number ending in 2210 for services from 01/31/25 through 04/08/25 when the number ported out.  This amount was then transferred to the combined bill statement under the phone number ending in 5660. The remaining balance of the $309.76 is $205.84.
  Ziply Fiber advises the $205.84 consist of a couple things, late group billing, meaning some of the accounts were not bundled and never charged when the installed on 01/31/25. Therefore, due to the delayed group billing caused additional billing for the additional services installed on 01/31/25 and then disconnected on 04/04/25 (these were the phone lines ending in 0708, 0709, 0710 and 0712) also 2 additional numbers (ending in 2502 and 2210) that were installed also on 01/31/25 and then both ported out to another provider on 04/08/25. As well as the additional billing for the bill cycle which changed from the 1st of the month to the 18th of the month (an additional 17 days of billing).
  Ziply Fiber business office has advised they are in direct contact with Mr. ***************** trust 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: 04/30/2025

   
  Complaint: 23222913
  
  I am rejecting this response because:   I would like ziply to provide me the detail bill which they have not for the amount of  309.73,   they just keep forwarding the charge.  Also even though they admit late billing on their part, they are charging me late fees

  If they can waive the late fees and provide me with the details of 309.73  i have no issue whatsoever and would move ahead and pay the balance and close my account with them

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

  Business Response

  Date: 05/12/2025

  Thank you for referring the additional concerns of ********** ****** to our office for review.  We appreciate ********* bringing this matter to our attention.
  
  The rebuttal states:
  Mr. ****** states he would like Ziply Fiber to provide him with a detail bill for the amount of $309.73 charges.
  Mr. ****** states Ziply Fiber is charging him late fees, he would like those waived.
  Mr. ****** states once the late fees are waived and the details are provided for the $309.73 he would like to move ahead and pay the balance, and close out his account.
  
  
  ********************** has investigated the above statements and offers the following response:
  Ziply Fibers *************** has been in contact with Mr. ****** and sent him the last 4 months worth of statements via email. The charges are valid.
  Ziply Fiber records show ********* has disconnected the last active account on 05/02/25.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ****** has experienced as a result of the above matter.
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23222913
  
  I am rejecting this response because:

  they admit billing errors and late billing on their end and yet still expect me to pay the late fees.    Absolutely worse company out there to deal with.  It is not worth my time and effort, i have closed my account and will pay remaining balance but i would caution anyone to avoid Zip Fiber
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:04/15/2025

  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.

  I am *********** of Attorney for finance. **** resides in a long term care facility. I have called Ziply several times and am told they cannot refund her money. I have contacted them by mail and still she receives a monthly statement saying she has a credit of $19.12. Since she will no longer be using their service, I want her money returned to her. I believe this is a case of elder abuse. **** is 75.******** M *******

  Business Response

  Date: 04/22/2025

  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 she receives a monthly statement showing she is owed a $19.12 refund from Ziply Fiber.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber account records show that the credit balance of $19.12 was a system error and not the result of Ms. **** overpaying. The record has been corrected, and the account now reflects a zero balance. No refund for overpayment is warranted. 
  
  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 

• Initial Complaint

  Date:04/03/2025

  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.

  A Ziply Fiber sales *** came to my door and offered me a home internet plan. The price was $20 a month for the coverage I selected. When I told him I was on ********** (for ********** people), he said he could discount the plan to $11. a month. The first month I was billed $11 and then they raised the charge after that to $20.00. When I called the company to complain about this, they said there was nothing they can do. I do not believe it is ethical for a sales *** to offer a discount that is not going to be honored by the company. This is dishonest and just plain wrong.

  Business Response

  Date: 04/14/2025

  April 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 that:
  Ms. ******* states that the Ziply Fiber sales agent told her the internet price will be $11 per month.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber regrets if Ms. ******* was given incorrect information regarding the price. Per the statement(s) the monthly price for the 100M data plan is $20 for 12-months plus tax/fees/surcharges.
  Ziply Fiber advised the *** offers an addition discount for qualifying consumers. Ms. ******* can apply for this program here: *********************************************   
  
  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:03/27/2025

  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 charges its customers exorbitant and illegal processing fees. It's against regulation to profit off of your own payment fees. This is a fact and easily proven. I'm being charged a $10 processing fee for an $85 bill. That's about a 9% markup. To make matters worse their billing system has proven unreliable. There are plenty of reviews out there to back up this statement. I was double charged by their auto pay system which resulted in my bank account being over drafted. No compensation for that. Signing up for auto pay waives the processing fee, which are still outrageous and against regulation, but what are we to do when we can't trust the billing system? We're being forced to pay more money for a billing system that can't be trusted.

  Business Response

  Date: 04/07/2025

  
  April 7, 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. ******* is disputing the payment processing fee he is charged to opt out of Ziply Fiber automatic payments.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that consumers who opt out of autopay are subject to the monthly Payment Processing Fee. This is a valid charge and associated with the non-regulated data service Mr. ******* subscribes to.
  
  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 

• Initial Complaint

  Date:03/22/2025

  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.

  On 2/14/25 I paid my past due balance of $126 and was assured at that time my service would be turned back on and that all fees including reconnect fees have been taken care of and my next bill will only be my normal $30. I signed up for autopay. But on 3/21/25 I was charged *****. I was told it was a reconnect fee. We'll after explaining it to the *** she agreed I had been overcharged and said my money will go back to my bank. I called today and they said they can only give me a credit. That's bs..they illegally took more money from my bank account and I want it back now.

  Business Response

  Date: 03/28/2025

  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 on 02/14/25 she paid the past due balance of $126.00 and was assured the serve would be turned back on from Ziply Fiber.
  Ms. ****** states she was advised that all fees including the reconnection fee would be credited, and the next bill would be the normal $30.00. Ms. ****** states she also signed up for auto pay.
  Ms. ****** states the 03/21/25 statement was charged $39.99, she contacted Ziply Fiber and was advised the money would go back to her bank. When ************** called back in to Ziply Fiber she was then advised that the credit is applied to her account.
  
  
  ********************** has investigated the above statements and offers the following response:
  Ziply Fiber records show the service was suspended on 02/13/25. Once the payment posted, Ziply Fibers system does then place the restoral order. Restoral of services can take up to 24 hours.
  Ziply Fiber records advises the reconnection charge of $9.99 appears on the 02/25/25 statement, page 3. The reconnection credit also appears on this same statement but on page 1. An additional credit was provided for 3 late fees of $12.00 = $30.00.  The total credit on this statement is on page 1 which reflects the $9.99 and $30.00 credit for a total of $45.00. Due to the way the credits post to the account, they reflect toward the past due balance. The current balance of $39.99 would be valid, however an additional credit was provided for the reconnection charge after the 02/25/25 statement generated so the additional credit does reflect on the 03/25/25 statement on page 1. If the following bill prints with a credit balance and is more than 5 days from the bill cycle then a refund request can be placed, which does take 5 to 7 business days from when the request is reviewed.
  Ziply Fiber advises in this instance Ms. ****** did not have a credit balance statement.
  
  We trust 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