Ziply Fiber Reviews (%countItem)
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Ziply Fiber Rating
Address: PO Box 1127, Everett, Washington, United States, 98206-1127
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I have had no internet service since last week. Today alone I’ve spent over 5 hours on the phone with tech support and customer service. I have done every single thing tech support has asked me to do in order for them to troubleshoot the issue. We finally figured out the problem and I was told to contact customer service (again) to schedule an appointment for a representative to come to my house and replace faulty/bad equipment. I’ve now called 4 times over the last hour and been hung up on each time. I have yet to successfully speak to a customer service representative and schedule an appointment. I’ve emailed, I’ve contacted them through their Facebook business page, I used their chat option...I’ve tried every route available. I work from home and have been unable to work since last week. I was supposed to get a phone call from a manager, I never received one. They have made it impossible for me to get the service I am paying for.
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 her internet has been non-functional for a week prior to
5/21/2020, and that after much time on the phone with Ziply Technical Support
it has still not been resolved. Ms.
*** states she was finally advised that a repair ticket would be needed
with technician dispatch, however Ms. has been unable to reach the
company to schedule the repair. Ziply Fiber has investigated the
above statements and offers the following response:Ziply account review shows a
Technical Support agent accessed Ms.’s account on 5/17/2020, however
there were no notations left as to the details of the call. Ziply Technical Support
spoke with Ms. by phone on 5/25/2020 and confirmed a friend of hers was
able to help restore the service after approximately 5 days of no internet
service. In this instance, Ziply has
applied credit in the amount of $11.76 to Ms.’s account for the loss of
internet service from 5/17/2020 to the repair date of 5/21/2020, which is now
reflecting in Ms.’s online billing account balance and will be reflected
on the 6/22/2020 billing statement. 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.
Service was installed on May 18. Already having issues with the service.
Logged into my account on May 19, 20, and 21 and there is no account number and nothing linked so that I can get my problems solved.
On May 19 I used their chat box to try to resolve this problem, but the bot could not understand my request. I then tried to call and that person also could not find/link my account or find any information.
On May 20 there is still no linked account to get issues solved. I emailed them and they told me to call them.... But I already did the day before and they couldn't help me. I emailed them back and told them that and have not heard back.
On May 21 there is still no linked account. So this is now 4 days without service and no way to fix it.
Ziply FiberComplaint Number: *** Company
Code: Ziply
FiberCustomer
Name: *** Phone: ***Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
*** states she was unable to access her on-line account.Ms.
*** states that Ziply Fiber was unable to locate her account.Ms.
*** states she has been out of service since the installation.Ziply Fiber has investigated the
above statements and offers the following response:Ziply Fiber advises that Ms.
*** ordered service on April 20, 2020 under Frontier and was installed,
after the sale to Ziply Fiber, on May 18, 2020. Ziply Fiber advises that
after May 1, 2020 all northwest customers were moved from frontier.com to
ziplyfiber.com using the same user ID and password. Ziply Fiber was able to assist Ms.
with accessing her Ziply Fiber on-line account on May 21, 2020.Ziply Fiber has issued time
out of service credits to Ms. for May 18, 2020 through May 28, 2020,
when the service ticket was completed. 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.Frontier Specialist: Donna
*. M Department: Consumer
RelationsTelephone
Number: (888)-488-0303 Ext.
Frontier sold their business to these guys. I received an invoice showing that I owe more money than I should owe. They refuse to explain to me why the amount is what it it is. Frontier started off by billing me incorrectly. This was resolved after at least 8 hours of phone calls in September and October of last year-or so I thought. I tried to pay my outstanding invoice on line but wanted to know why I was being charged an additional amount. The invoice was payable on the 13th but their system would not accept my credit card and the chat line does not work. I told them to call me back which they did this AM on the 14th. I had tech support on line and they connected me to customer "service". After being on hold for 20 min, they hung up on me. When I called back the agent refused to tell me what I owed the money for except that it was a carry over from prior bills. I got irritated-apologized for it and was hung up on again. I called back-got the same guy. Hung up on me. I cannot get a supervisor on the phone and right now they just hang up on me. I had been civil for the most part and I could tell that the last person I talked with, a John, had a problem when we first starting talking. I inadvertently cursed and apologized immediately. It was not directed at him personally but was a result of my wasting hours on something for a problem that gross incompetence created. I want to bill them for my time as this has reached the point where this is absurd.
Thank you for referring the complaint of Stephan ***
regarding Aquintech Inc. to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:•
Mr. states he previously had promotional billing issues with Frontier,
thought to be resolved in October 2019, however he believes he is still being
charged incorrectly. •
Mr. states that when he has called in to get an explanation of the
charges, he is only told that there is an amount being carried over every
month. Ziply Fiber (previously Frontier) has investigated the above
statements and offers the following response:•
Ziply records show that the previous promotional troubles on Mr. account were confirmed as resolved with manual account credit and a service
order to fix future billing in October 2019. •
Ziply records confirm that the rate charged has been consistent with the rate
quoted from the 11/19/2019 bill to date. •
Ziply contacted Mr. by email on 5/22/2020 to advise that the balance
owed is the result of a missed payment several months prior and the
accumulation of Late Payment fees as a result. We trust that this information will assist you in closing
this complaint. We apologize for any inconvenience that Mr. has
experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
would contact me prior to turning my service off which they didn't. I have never been late on any of my Bill's, I am 100% on my credit reports for paying my Bill's on time. When I contacted them today they wanted a password "I DON'T HAVE ONE" they refused to explain any information or explain why my bill was $230.06 I waited on hold for 30 minutes to speak with them and said I had to log in on the Ziply web site then call them back. I have never done business with Ziply and refused to log into there website.
Thank you for referring the complaint of *** to our office for review. We
appreciate him bringing this matter to our
attention.
The Complaint states that:
Mr. states
that his account was suspended without cause or notice.Mr. states
that he is always on-time with his payments.Mr. states
that when he phoned Ziply Fiber he was asked for a password (PIN) which he
does not have.Mr. states
that he was advised he could sign in to his online Ziply Fiber account to obtain
this PIN, however Mr. does not know who Ziply Fiber is and refuses
to log in to the website.Mr. requests
to have his services restored and to have all late fees waved.Ziply Fiber has investigated the above statements and
offers the following response:
The last payment received by Ziply Fiber on Mr.’ account was on January 6, 2020, which paid for his December 16, 2019 bill cycle.Mr. has established automatic payments through his bank or his financial institution directly, however, payments are no longer being remitted, resulting in a growing past-due balance.On April 24, 2020 Ziply Fiber mailed Mr. a notice of suspension with a payment date of May 9, 2020.On May 9, 2020, Ziply Fiber attempted to reach Mr. by phone to warn of the impending suspension, but were unable to reach him. Mr.’ account became suspended on May 11, 2020.After communicating with Mr., he has made a payment in full on his account, allowing for a restoral of services.There were no late-fees on Mr.’ account.Mr. has been advised that to prevent further disruption, it is imperative that he contact his bank to determine why the automatic payments have stopped processing.We trust that this information will assist you in closing
this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above
matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I canceled our internet service with Frontier, which is now called Ziply on the 3rd of the month. They then made me pay for the rest of the month which ($38.99 per month). So I ended up paying about $35.00 over my usage. I assumed I paid for what I use. This was not explained.
Then I get another bill for $9.99 as a 'disconnect fee'. Again, I had to mail back the modem which I did and have a receipt for, yet I am being charged a fee for what? No one is coming to my house to disconnect this?
I just don't think they should be able to charge people all of these hidden fees or if they are even allowed by law to do so. Not to mention it is a pandemic, so they throttle the internet speed and when you cancel they take the little money people have left with hidden fees. It just doesn't seem right to be able to get away with this.
I would like someone to look into this company and make sure they are legally allow to do these things, I thought the days of the hidden fees were over.
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 she called Frontier on
4/3/2020 to terminate her account, and she was advised she would be
responsible for the balance through the end of
the 4/1/2020 billing cycle.Ms. states she was charged a $9.99
internet disconnect fee on the 5/1/2020 billing statement. Ziply
(previously Frontier) has investigated the above statements and offers the
following response:Ziply advises that prior to termination, Ms.
was billed (and thus incurred charges) through the end of her 4/1/2020
billing cycle. Subscribers to Ziply’s Internet services are billed one
full month in advance and termination of the service subscription is
effective on the last day of the billing cycle; no partial month credits
are provided for previously billed service subscriptions. This information
is detailed on the billing statement each month, as well as the Terms and
Conditions located at https://ziplyfiber.com/corporate/terms/.
Ziply advises that Ms. was also billed a valid
$9.99 Residential Broadband disconnect fee on the 5/1/2020 closing
statement which is a one-time fee applicable all broadband disconnects to
cover the cost of processing the disconnection of the service at the
central office or remote facility. This fee is disclosed in our Terms and
Conditions. 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.
I think a company should have to provide you with notice when you sign up that:
1 - They will charge a $10 disconnect fee whenever you decide to disconnect
2 - Let you know when you sign up that you will be paying for a whole month and not for just what you use.
I think it unlawful for people to price gouge like they have been. And I think someone should look into it. Even if it doesn't help me, people in bad financial situations could be greatly impacted by this bad practices.
Thanks
I signed up Frontier Internet service (which is now owned by ziply fiber) back in January 2020 when there was a promotion of $100 visa gift card. It's already mid May but I still haven't seen the gift card. I called ziply fiber and they told me they don't have any record on file to suggest such a reward.
Ziply FiberComplaint Number: *** Company
Code: Ziply
FiberCustomer
Name: *** Phone: ***Thank you for referring the
complaint of Mr.
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** states that he has not received the $100 gift card.Ziply Fiber has investigated the
above statements and offers the following response:Ziply Fiber advises that Mr. did place an order for internet service on January 20, 2020 that was installed on January 27, 2020.The order was placed on-line by Mr..Ziply Fiber advises that some customers who purchased Frontier products and services through the on-line shopping cart were eligible to receive a Visa Reward Card. To redeem the Visa Reward Card the customer must mail in the form emailed to them after purchase along with two copies of their first two paid bills, showing proof of each payment.Ziply Fiber reviewed Mr.’s original order and the promotional codes were not part of the original order. Ziply Fiber spoke with Mr. on May 14 ,2020 and followed up with an email to Mr. on May 21, 2020. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has
experienced as a result of the above matter.Frontier Specialist: Donna
M*** Department: Consumer
RelationsTelephone
Number: (888)-488-0303 Ext.
We paid our bill of $97.17 and they charged us twice and now refuse to return our money only give us a credit of $97.17. Also spoke with a supervisor (Debar) and she was extremely rude and hung up on me.
Thank you for
referring the complaint of David Vess to our office for review. We appreciate
him bringing this matter to our attention.The Complaint states
that:Mr. states he had made a
payment and the payment was duplicated.Mr. advises that he has
worked with customer service to get the duplicate payment refunded along
with a credit to cover the overdraft fees he was billed due to the
duplicate payment. Ziply Fiber has
investigated the above statements and offers the following response:Ziply records do reflect a
double payment. Ziply records do indicate the May
bill has generated and been covered by the duplicate payment leaving a
credit balance on the account of $51.18. Ziply has processed a refund
for this amount, Mr. Vess should see this in his bank account within the
next 24-48 hours.We trust that this
information will assist you in closing this complaint. We apologize for
any inconvenience that Mr. has experienced as a result of the above
matter.
Frontier continuing to charge $10 per month for a router equipment that we do not physically possess. We have called and tried to get the fee removed multiple times but have been told we will be charged anyways and that there is nothing they can do. This is fraud and theft! No other industry gets away with charging someone for something they aren't even providing. They are also charging $25 per month "installment fee" that should have never been charged in the first place because they 'accidentally' disconnected our service.
Tell us why here..Thank you for referring the complaint of *** to our
office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:-Mrs. is disputing installment billing for installation in the amount of $75 because her previous account was disconnected in error by us.-Mrs. is disputing $10 monthly router fee.-Mrs. is requesting a credit for nine months of credit for the router fee and three months of installment fees totaling $165.
Frontier has investigated the
above statements and offers the following response:-Frontier records
indicate Mrs. previous account was disconnected due to
nonpayment. We sent a reminder for the past due amount $179.94 that was due
by 02/12/20 but we did not receive payment until 02/19/20.-Frontier records
indicate new account was installed on 02/24/20 billing the installment fee
of $75.-Frontier’s terms
and conditions state that we do charge monthly for equipment. At this time
the modem fee and the install fee cannot be removed, and no additional
credits can be issued to the account.We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter..
I ordered internet service from Frontier (in addition to my existing phone service) shortly before ownership was transferred to Ziply. Service was installed on April 2 before Frontier ceased to exist later in April. Several days into April, I found out that my phone service was not working properly, as I could make outgoing calls, but not receive incoming calls. The technician who fixed the problem remotely told me the problem occurred because of the transfer of ownership between Frontier and Ziply. I was billed (in advance, as usual) for the entire month of April by Frontier and again for 28 days in April by Ziply, but Ziply only gave me a credit for about 33% of my April bill from Frontier, so I feel like I was overcharged $23.29 (see calculation below) for phone service from Frontier in April. My first bill from Ziply also included $13.98 worth of installation charges ($3.99 VoIP Administration Fee + $9.99 Equipment Shipping & Handling) that I had NOT agreed to pay when I ordered service in addition to the $75.00 installation charge that I HAD agreed to pay when I ordered service. When I called Ziply about my bill, Katrina and her supervisor David refused to issue a credit for any of these unjustified charges, and thus failed to find a way to make things right and satisfy their customer. As far as I'm concerned, I was effectively double-billed for two-thirds of a month and Ziply owes me a credit for $37.27 = $23.29 + $13.98 PLUS the value of my time on the phone for 90 minutes to discuss the bill, PLUS the value of my time on the phone for 90 minutes to get the phone service to work properly, and PLUS the value of the lost phone service. This is not a good way to start a business in a new region.
Bill for Service from Ziply for April 2-30: $38.66
Bill for Wi-Fi Router Rental from Ziply for April 2-30: $9.67
-------------------------------------------------------------------------
Bill for Service from Frontier for April 1-30: $38.96
Value of Service for April 1-2: $2.60 = (2/30) $38.96
Effectively Overpaid: $36.36 = $38.96 - $2.60
Credit Issued by Ziply for Measured Service Only: (-)$13.07
Credit Justified but NOT Received: $23.29 = $36.36 - $13.07
I moved from Sherwood,OR to Hillsboro OR at the end of January 2020. Frontier was unable to transfer my internet service in a timely manner. I cancelled Frontier and set up Comcast at the beginning of February 2020. I continue to get bills from Frontier although my service has been cancelled since the beginning of February 2020. Every time I get a bill I call to try to resolve this and a Frontier "specialist" tells me it is now resolved. I continue to be billed for service. Today the "specialist" told me they have no record of my cancellation despite my repeated calls to Frontier and the repeated reports that it is resolved.
Ziply FiberComplaint Number: *** Customer Name: ***Phone: *** 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. called into move her service and Frontier failed to move her service in a timely manner and she called to disconnect. Ms. also stated she continues to receive a bill and her account is still active. Ziply Fiber has investigated the above statements and offers the following response:•Review of Ms.’s account indicates a move order was placed and completed in our system on 2/06/2020. Ms. advised she had already obtained another provider at that time.•I have placed a disconnect order on the account billed in error and issued an adjustment in the amount of $145.98. This leaves an amount due of $60.00 which was due when Ms. called to close her account 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.Frontier Specialist: Lisa C Department: Consumer RelationsTelephone Number: (888)-488-0303 Ext.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Being charged for services we did not order. Being charged for equipment we do not use/have/ or own. Constantly being over billed and late fees while we dispute the charges. Paying for internet speeds we are not getting. Hours on hold waiting to resolve or talk to customer service.
Complaint Number: *** Company
Code: N/ACustomer
Name: *** Phone: ***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.
*** is being charged for services not ordered.Ms.
*** is being charged for equipment hat she doesn’t have.Ms.
*** would like credit for $85.Frontier
has investigated the above statements and offers the following response:Ms. upgraded her FIOS Internet to 500/500 on February 14th 2020.Ms. is currently provisioned for 500/500 internet and is currently getting billed the correct price for this service.Per Frontier’s terms of service, Frontier charges a monthly router fee and does not offer a bring your own equipment option.However, with the new FCC ruling, beginning in June 2020, customers can have this fee waived going forward.Credit for $75 has been issued to Ms. account. A Ziply Fiber representative has reached out to Ms. and resolved her concerns.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. Carreira
has experienced as a result of the above matter.