Zito Media

Review: To Whom It May Concern:

Subject: Complaint submission and refund request

I have been a customer of Zito Media (home internet via cable) for three months now. My monthly payment is $28.27. During the past month, the internet service has been almost nonexistent, and the customer service has been extremely poor. I cannot seem to get any answers from customer service as to when the internet will be working or reliable again. Every time I call, I am told “The problem should be fixed tomorrow” or “The problem should be fixed in a couple of days.” As you can see, there have been long periods of time that I have not had internet service. The problem still has not been resolved, and during the short periods of time that I do have internet service, it is unreasonably slow most of the time, and it is highly unreliable. During this period of time, I have been paying for internet service and receiving poor and sometimes rude customer service and unusable; unreliable; and most of the time, no internet service. On days when the internet was down, this was for a considerable amount of time (most of the day), and during most of the time that the internet was connected, it was so slow that it was almost impossible to load any website successfully. I have been told by customer service that my internet has only been “reported” a couple of times to have an outage, and that they will not give me a credit for days when the internet was out for less than 24 hours. I was also told by customer service that they made internet service available in this area prematurely, and that after making service available, they realized that the wiring was outdated, so they are in the process of rewiring everything. I have had nothing but outages for the past month, and it is not fair to expect me to pay for a service that I am not receiving. During this time, I have been doing my best to take online courses in order to renew my special education teaching certification in the state of Alabama. I have also directed a Christmas play wherein I needed to use the internet to access the music for the drama. Not only did I receive lots of empty promises, putting it off until tomorrow or even the next couple of days, but I had to take my computer to someone else’s house to do my work. This has been a huge inconvenience because I am unable to drive due to a visual impairment. Not only that, but it is also very embarrassing to have to invite myself to someone else’s house to do my work, not to mention transportation to and from. The problem is definitely not my computer, because when I used a different internet service at someone else’s home, my computer did an excellent job loading webpages at extremely fast speeds. However, the internet service with Zito Media has been very disappointing and frustrating. Below is a list of the outages within the past 30 days.

Internet Outages

• December 14th-17th (My modem showed that I had internet service, but it was so slow that I couldn’t even load a google search).

• December 18th 12:46pm (Internet outage)

• December 18th 5:09pm (internet still out)

• December 19th 8:42am (internet still out)

• December 19th 12:49pm (Internet still out, Technician came but couldn’t fix the problem. He said that another technician would come out tomorrow to fix it. However, the problem never got resolved.)

• December 20th 4:23pm (internet still out, call was disconnected) called again at 4:28pm

• December 27th 4:04pm (submitted complaint, I have had no internet service since December 18th)

• December 28th 9:10am (Internet came back on for a short while, but went back out again the same day.)

• December 29th (Internet outage for most of the day)

• December 30th 2:29pm (another internet outage, most of the day)

• December 31st – January 3rd (Modem showed that I had internet service, but it was too slow to load any websites)

• January 4th 1:12pm (another internet outage, call was disconnected) called again at 1:13pm

• January 8th 4:05pm (internet came back on for a few days, but went back out again on the 8th)

• January 9th 12:17pm (Internet came back on in the evening of January 8th, but went back out again in the morning on January 9th. I was told by the customer service rep that “The problem should be fixed today.”)

• January 9th 4:45pm (Internet is still out. Customer service rep requested clearance to get maintenance to escalate the work order, and stated that “Hopefully it will be back up by tonight.”)

• January 10th 8:10am (Internet is still out. Customer service rep said “There is a maintenance order out for this address. Unfortunately, with a maintenance order, I cannot give an estimated time frame as to when it will be fixed.” Manager was not available, but the representative said that a manager would call me back).

• January 10th 3:20pm (Internet is still out. No manager has attempted to contact me. Customer service rep said that she would send a second email to management for them to contact me, and that she has escalated the maintenance order. She said that all of the previous orders have been regular technicians, but today they have a maintenance technician coming to fix the problem. She stated “This issue WILL be resolved today.” The issue was never resolved.)

• January 10th 10:10pm (Returned from using someone else’s internet service, which worked perfectly and very quickly on my computer. Zito Media modem showed that I have internet service, but the service is too slow to load any websites. Tried to load www.google.com several times. I even waited 10 minutes, the page still wouldn’t load. I still haven’t received a call from management. Management has gone home for the night. I asked Peter, the customer service representative, to please send a third attempt email to have management call me back, and put “urgent” on it. He said that he had done so.)

• January 11th 9:15am manager called and asked for more time to fix the situation. I explained that I would like to cancel my service, and stop billing effective December 14th, because I have had such a bad experience with Zito Media and would rather go with a company who would treat me as a valued customer. She stated that it would only be possible to stop the billing at December 18th, because this was when I first called in regarding the issue. I explained to her that on December 14th-December 17th the lights on my modem were on, but the internet service was so slow that I couldn’t even load a google search. I thought something was wrong with my computer, until I used a friend’s internet service and my computer worked perfectly. This is why I didn’t call them until the 18th. I told her that it would be unfair to expect me to pay for service on December 14th-December 18th, because it was unusable. She said that if there were to be a refund, it would only be for two days, and it would take 8-10 weeks to process.Desired Settlement: My request is as follows:

1. I ask that Zito Media issue a refund to me in the amount of $6.38 for the internet service that I have paid for in advance, all related taxes and fees, and modem lease for the days that I have had unusable, unreliable, and no internet service (December 14, 2013 until December 20th, seven days).

2. I also ask that Zito Media cancel my final bill in the amount of $28.27 (This includes internet service, all related taxes and fees, and modem lease for December 21, 2013 until January 20, 2014.) as the internet service was nonexistent from December 21, 2013 until January 12, 2014, and I have cancelled my service with them effective January 13, 2014.

I could ask for more, due to the embarrassment, frustration, and inconvenience that this has caused, but I believe that my request is reasonable and more than fair. I certainly appreciate your assistance in this matter.

Thanks so much,

Amy Abbott

Business

Response:

This has been addressed. Returns can take up to 30 days to be processed, but there is no charge left for the customer.

Review: I cancelled service with Zito on August 30 or 31 and they withdrew money on September 10 for Septembers cable that I had cancelled already. It is now December 5 and still have not received the money back yet. My husband and I have called in about 20 times and no one seems to know why we can't get our money back it is always it takes time to process. I asked to talk to the president of the company and she told me there isn't one.Desired Settlement: I wish to get the money that is owed to me and I think some free cable for a few months is not too much to ask because I have waited so long and spent my time waiting on hold for answers. They expect me to pay them every month and they can't seem to get my money to me.

Review: Zito Media came to our property to install a line for a cable modem, to hook up the cable modem and ensure its proper operation on Friday. The technician came expecting to install TV and phone service as well as internet. We only wanted internet (cable to cable modem). There was trouble getting a signal from the start and it required many trips down the street along telephone poles to establish a connection. The connection that was established was less than ideal requiring some kind of filter. The technician was in a hurry as he had other places to be. I asked if I needed to sign anything and he said no. The very next morning when I attempted to access the internet through the wireless cable modem the service was erratic (varying speeds of download/upload) with periods of no service at all. Sunday morning, less than 36 hours after installation, there was no internet service at all. I telephoned the service department and after 45 minutes on the phone trouble shooting with the technician, she indicated they would send out a service technician in five days. Most service providers don't wait 5 days to fix something. In the interim, I researched the company and found no less than 114 Revdex.com complaints against Zito Media 90 of which were for poor service. I telephoned again to express my concerns about the numerous complaints. The gentleman on the phone told me to relax, I wasn't being charged for anything until the service worked. Today, 6 days after installation, I received a bill in the mail for services that I did not ask for at a rate I did not agree to in any discussions with any of the three telephone calls made. The technician who was supposed to arrive between 1:00 PM and 3:00 PM never showed, I left my house at 4:15 and telephoned to reach a supervisor in customer service and they informed me someone would call me back. at 4:50 PM, almost 2 hours after the expired window for service a technician called me to say he would be late to my house to fix the issue.Desired Settlement: I wish to cancel service and not be billed as the request and promised service was never delivered. I can't be expected to pay for internet service that never happened.

Additionally, my desire is that Zito Media get its act together and actually figure out how to provide quality, consistent service. I would GLADLY PAY for consistent quality internet service as was promised. I will not pay for spotty, inferior service.

Business

Response:

Customer has been disconnected and the full amount credited so that he now owes $0

Review: We signed up with Zito Media for Internet Service in October 2013. We signed up for Zito's 50mb internet service which included a discounted rate for the first 6 months.

Zito personnel installed cabling on October 31, 2013 and completed connection (via "Boom Truck") November 2, 2013. Since that date we have had less than 10 functional/usable days of internet. I have contacted customer service personnel on numerous occasions (average twice weekly) to report or check status of service issues.

I have requested a manager/supervisor to contact me on several occasions with only one contact. A manager is never available.

The customer service people are usually polite and helpful, however are not able to resolve the problems or issues. Desired Settlement: 1. Functional, reliable and consistent internet service.

2. A contact from a Sr. Manger to explain when issues will be resolved and why it has taken so long for service.

3. Begin the 6 month monthly discount once reliable service is established.

Business

Response:

Service was restored on 2/27 and customer was given credit for downtime.

Review: My cable signal began to break up on and before June 6th 2013. I call Zito customer service support on June 6th to report the problem. A work order was submitted. I never received a return call. The reception became progressively worse. I received notification that the service would convert to digital on June 24th. I called almost daily about my reception breaking up and loss of channels. I was continuously told that the poor reception was due to the conversion, and that after I hooked up the boxes to each tv that my service would improve. I drove to the office and obtained boxes for each tv (at a charge of $4.00 per month). On the morning of June 24th I called the customer service and asked if the digital service was now available. I was told it was, and I hooked up the boxes. I was told to call back after the boxes were hooked up and the operator would "ping" the boxes for me. I did call and the next operator told me that the conversion was not complete. Still I had VERY poor reception (effectively NO reception). Finally on another call back, I was told the conversion was having problems, but that I could hook up the boxes. I did, and ever since, I have not been able to use the boxes without extreme pixilation and sound distortion. I have NO reliable service. If I take off the box, I receive the basic local channels, but the picture is VERY grainy and does lose sound. I continued to call Zito for service, and was told that they had a "maintenance" call scheduled for Friday, July 3rd, for my account, and when done, the service technician would call to confirm if the work was successful. I received no call back on Friday, and called Saturday and Sunday. Finally on Sunday night there was a message on my answering machine that the call was completed and closed. I turned on all of my TVs and found that now even my basic channels were not being received. On Sunday night I called Zito Customer Service and the person told me that they would put in another service request, but could not provide me with a date or time. On Monday morning I called Zito Customer Service, and was told that the technician is scheduled for July 12th between 10 and noon. The only satisfaction I have received from the "customer service department" is a promise to credit my account $20 for "inconveniences. I have paid for the month of June, 2013 service, but did not receive service in the month of June. Why are they charging me for services that they are not delivering?Desired Settlement: Evidently Zito has been unable to provide cable service to my home since June 6th, 2013 (evidenced by the 2 tech orders and 1 maintenance order that have failed to correct the problem). Therefore Zito should refund all my payments for Zito services from the June 6th date service to either the date service is finally restored, or the date I finally request service to be cancelled, whichever comes first.

Business

Response:

not a Zito Media customer

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jul 24, 2013 at 6:29 PM

Subject: Responding to Business

To: [email protected]

I tried to select a response to my complaint, but was unable to type in the body of the message. It really doesn't matter, I cancelled my services with Zito Media on July 9th, but had paid for service up thru August 2013, so their response of "NOT A CUSTOMER" is not correct, at least until they refund the balance on my account. [redacted]

Regards,

Business

Response:

Cannot correct service issues for disconnected subs. The credit balances are processed and paid out within 30 days of disconnects

Review: After being without internet service for 4 weeks, Zito came out and "repaired" our lines. Service went out again only 24 hours later and is still not repaired and Zito has no idea when they will repair it. We have had Zito media for 3 months now and it is down and not working more than it is working.Desired Settlement: Repair that will provide lasting service and service that when needed is completed in a reasonable time.

Business

Response:

not a customer

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I cancelled my service with this yesterday due to non-response from their customer service department.....

Regards,

Business

Response:

credited off the remaining balance.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Never have any cable TV to watch. It has been out for 10 days now. Every time you cal all you get is the run-around. We are sick & tired of paying for a service that you don't receive.Desired Settlement: Fix the problem or reimburse our money for the last 4 mths w/no TV

Business

Response:

service has been restored and a credit applied for time lost.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Please see attached handwritten response

Regards,

Business

Response:

This was an area issue that required parts to resolve. The parts have been received and installed. The customer confirmed that the service is now restored and understands that credits have been applied for next bill.

Review: I had an issue getting the company to send out a technician to initiate service to my house. he finally arrived on 8/30/14 to connect my internet, yet my cable had not been started. I had to wait until 9/4/14 at approximately 9:00pm for the technician to arrive to fix my cable. Zito Media is attempting to bill me for days which I had neither cable nor internet and starting to bill me from 8/20/14.Desired Settlement: I want my billing adjusted to the correct bill amount and a credit from the 8/20 til 8/30 for the internet and a credit from 8/20 to 9/4 for the cable tv. and the services restored.

Business

Response:

additional $15 credit was applied. That is the correct total. Customer is on promo HSD service is 39.95 (1/3 month credit is a little over $13). promo video is $40 (1/2 month credit is $20); Digital tier is $14 (1/2 month credit is $7); Modem is $8 (1/3 month is less than $3); Video eqpt is $4 (1/2 month credit is $2); local channels is under $4/mo (1/2 month credit is $2). Total credit amount is about $47. Customer already received $35 and now with the additional $15 he is at $50 or more than the downtime. He has incurred an additional fee for a failed payment and that will not be refunded or credited. Customer needs to make a payment to restore service beyond this.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: they sent me a $150.00 bill due 11 days after my services started and are charging me for 2 weeks where I didn't have service. They are claiming the promotional discount that I originally ordered are credits. The original $35 credit was because my service was supposed to start on 9/4. This is unacceptable.

Regards,

Business

Response:

The amount due is not $150 as stated. Part of the bill is an amount for next month. I showed math for the credit logic. I don't see anything to demonstrate why that is wrong. Short of some documentation outlining why the credit totals are incorrect there will be no further movement. Additionally, customer does not have a valid form of payment on his account as the current credit card has been rejected. We require a valid credit card on the account to make payments. Until that is resolved nothing more will even be considered.

Review: My Internet has been going in and out with it's connectivity since the very first day I signed up. I have called multiple times and have no gotten any kind of help in any way, shape, form, or fashion from anybody I have talked to. I have also been told on two separate occasions that a tech person was going to be at my house, but unsurprisingly, nobody has showed up even until today. I subscribed to Zito Media Internet service first and for-most for my daughter whom is a freshman in collage, and she has missed three or four deadlines to complete online work because this "Internet" is so awful that nobody knows when it's going to go out and for how long it's going to be out, but one thing is ALWAYS 100% for sure, it WILL go out and it WILL be out for heavens knows when!Desired Settlement: Either sell products that are useable or replace all of our shoddy equipment and I feel that I shouldn't have to pay for a service that is supposed to be "reliable", their words not mine, or I should not have to just hand over anymore of my hard earned money.

Business

Response:

corrected the signal issues on line and has been holding steady for the past 7 days. was issued credit for time the service was out.

Review: I have had internet service through Zito Media for 8 months now. During that entire time period, I have been paying for 20 Mbps download speeds, but I only receive a max of 10 Mbps during the very slow hours (around 8AM - 12PM), and a max of 2 Mbps during peak hours. This renders the service nearly useless, as internet processes aren't able to be completed at all. I have called customer service multiple times, but they seem to give me the programmed response of "There seems to be maintenance in your area. Just try again later and it should be working.", or "We will need to send out a technician to check your device". I was scheduled to have a technician check my modem 4 times. No one ever showed up the first 3 scheduled times, and they probably never would have if I hadn't called and demanded to talk to a supervisor (which I never got to do). Finally, when the technician did come out almost 2 months later, he explained the maintenance they were doing, and gave some insight as to why I was seeing so many problems with internet speeds. I called back after the general time frame of when the technician said the problem would be fixed and the customer support agent happily explained that the update would actually go through that night at midnight (10/17/2014 11:59PM). The next day, internet speeds had not improved at all. I gave it 2 more days, just to see if they might have ran into a small issue that took another day to set up, but it was still poor speeds. I eventually called back to check on the maintenance, since I actually knew what was going on now, and all the agent could tell me was "The maintenance is still in progress, and I don't know when it will be finished." At this point, I believe that Zito Media's internet service will permanently be under maintenance, and I feel that I am being robbed with every monthly payment I send to this company. The problem is also not localized to my residence. Several neighbors have even lower speeds than I.Desired Settlement: I want to either see the advertised download speeds, or I would like to be discounted a set amount on my monthly bill, until this problem is resolved. It is my belief that 8 months is far too long to be receiving under par internet speeds, with no explanation of why, and no actions taken to rectify the issue of paying for something I'm not receiving.

Business

Response:

The change management for the new CMTS was delayed due to an issue in conversion. It had originally been scheduled for 10/16 but was completed on 10/21. This added over 100 Mbps of DS capacity to the area and should curb congestion at peak times. A credit was also placed on the customer's account for the speed degradation.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. My internet speeds have improved since the said date in Zito Media's response email.

Regards,

Review: NOVEMBER 2, 2013

Enclosed please find copies of letters from Zito Media Cable TV Company. They will prove their effective start up date and when their company will cease service in the [redacted], Alabama area. Being as it was necessary to obtain service elseware on July 19,2013 my account [redacted] with Zito Medio was disconnected. My account [redacted] was paid one month in advance. On July 9, 2013 I started service with [redacted].

I have spoken to Zito Media representatives and I have been advised that I have coming to me a refund of $28.35. As of the above date of this letter I have not received my refund. I have spoken to Zito Media representatives countless times as to when I may receive my refund. Each time I am given excuses of every nature. The amount due me is small/ however, when a large quantity of persons advised their service will cease July 31,2013 this runs into a large amount of money.

I feel Zito Media is hoping that I will give up and they will not have to give me my refund. I feel they are hoping many others notified of the cease of service will give up

I am hopeful you will be able to help me with this matter. Should you need to contact me write to the above address or call me at ###-###-####.

Cordially,Desired Settlement: see Attached document

Consumer

Response:

Dear Sir/Madam

This writing is in response to your letter dated November 13, 2013.

On November 12, 2013 Zito Media resolved the matter I previously contacted you about. They sent a check to me for $28.35 the full amount due.

Thank you, for taking the time to address the matter,

Cordially,

Consumer

Response:

Please see attached information from the consumer she received her refund.

Internet always goes down, they constantly need to "repair" equipment and the technician never shows up when he's supposed to. They customer service is poor and they over-charge for nonexistent services then only give you a $10 credit to a $70 bill if your service has been out over a week. A ridiculous service and I regret going with the most expensive (Zito) because I THOUGHT I was paying for quality.

Review: Not providing quality cable service and cable repairs to The People of [redacted], Al. including me. Example Zito customers receiving half the channels we pay for each month, Channels go on and off on some channels all time not receiving repair service in a reasonable Time My service has been completely out for seven days as of today. Some of us depend on our tvs to track severe weather for our safety. Some of us have asked for credit when we did not receive all channels and did not get repairs in due time but no credit has been issued to me. it s a joke to listen to their excuses when you finally get to someone to talk to for repair service. I own The Newspaper in [redacted] Al. we are taking complaints now to proceed and get our problems with Zito resolved I have written a editorial. If you want a copy let me know I will send you a copy. all we want is better service and get what we pay for each month from Zito.They don't seem to care about service just the money they receive from us each month. I have tried to work wit Zito for over a year with our problems can not find anyone who cares or takes anything I say serious. we need your help in this matter. They will tell you what you want to hear and never do what they say.

better

serviceDesired Settlement: update their equipment, hire more service repair personnel, replace old cable all this would be a start and furnish quality cable to the people of [redacted] Al.

Business

Response:

We have restored service to [redacted]'s home as well as restoring the channels that were off in the head end. We are working on a long term fix to stabilize the channel outs that should be coming in the next 60-90 days

Review: I have been in contact with this company since June requesting service upgrade and then I decided to cancel my cable. They continue to contact me telling me they are going to charge me if I don't return their equipment. They were scheduled to pick up their equipment July 26,13 and then again August 9,13. Both times I have had the equipment available to them to be picked up and no one has come to pick it up. In the meantime I continue to get phone calls telling me if I don't return their equipment they are going to charge me. I called them again today and now I am scheduled for a pick up for September. They said I will continue to get these phone calls until the equipment is returned. I was told I could drive it to their nearest center which is 50 miles away. What can I do? I have talked to 8 customer service people and no one has helped. My fear is they will ruin my credit by showing my account outstanding.Desired Settlement: I would like them to pick up their equipment ASAP and credit my account.

Business

Response:

Boxes have been removed from customer account so they will not generate charge.

Review: We were offered a Promo service . Digital voice service free for 1 year and Zito Hsi service for $ 25.00 for 6 months then Hsi was going to be $37.50 a month. After 6 months they billed us $ 45.00 a month. They told us that there was no paper work stating this.

The second problem was, we signed up for auto pay. Our bank had changed their name thus our card number changed. They ran our statement thru the bank before I could call and change our number. They told us they will charge us $ 25.00 fee. I feel they were taking money out of our account without our permission. I called but got no results. They billed me for the $ 25.00 this month and billed me $ 45.00 for the Hsi. I canceled the auto pay last month.Desired Settlement: Just want what I was promised and also the $25.00 charge taken off my bill.

Business

Response:

The $25 penalty has been credited off the account as of 5/12/14. It will be reflected on the next bill statement. Unfortunately, the rack rate pricing on the High-Speed Internet changed from the time when the customer ordered the Internet service until his promotion expired. A rate increase was taken in Nebraska that changed the rate to $45/month. That is the new rate ongoing. We apologize for the confusion.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have been having trouble with my cable service since August. The troubles include channels not having service and no sound. I have called the company numerous times and am told that I live in such a small network that they have trouble getting techs out to my area. The first time I called the company in August I was told that the earliest a tech would come was Sept 23. I was told that a tech would be to my home on Sept 23, Oct 7, Nov 21, and Dec 6. If a tech came out I have seen no results. I have been without 7 - 15 channels since August. As of Dec 7th, I was missing 18 out of 38 channels. I have sent the company a letter and I have not paid my Dec bill.Desired Settlement: I feel that I should receive a refund of at least half of my bill since August. My monthly bill is $50.65. I feel they should refund at least $25.00 per month since August.

Business

Response:

channels have been restored and new equipment was installed to improve service. credit was added to the customer account

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I called the company to check on how much they credited my account. They have only credited my account $30. This is unacceptable. I have been having issues since August. I have been without cable service on half of the channels. I feel they should credit me at least $25 per month since August since they have only given me half the service that I am paying for.

Regards,

Review: Zito Media's internet, phone, and TV service are unreliably and inferior. The internet and phone constantly go out multiple times a day, and sometimes stays out for the majority of the day. The TV pictures is horrible (fuzzy picture and line noise is present). The cable line going into our neighborhood needs to be REPLACED this has been an ongoing issue with Zito for more than a year now and every company before them going back to [redacted]. The line has been cut up and spliced so many times that it has degraded the quality and reliability of the line so the service is complete trash. A company should aim to provide the best customer service and have the goal to have at least 95% reliability on the system. This is basic knowledge here. I have told them what they need to do to fix the issue and they are either too cheap or too stupid to do so. My local Zito techs they have sent out confirm I am correct; the line needs replacing. One tech said he submitted the report multiple times and Zito never responds on the issue. He literally said Zito is a bad company and TOO CHEAP to fix the issue. That is unacceptable. I am aware that one of their top techs in the area, Tim Turner, quit because of their insufficienies as a company and moved to [redacted]. We take online college courses and it is impossible to take tests or do other important tasks without having to worry if the internet is going to go out. When it comes to talking on the phone you have to worry about having the conversation cut because Zito can't do their job and provide a reliable service when the issue of correction has been presented to them all they have to do is act on it. That tells much about who they are as a company...a service manager from Zito needs to read this; I have yet to speak to one as every time I call and ask for one they say a manager is unavailable. The only thing the customer reps know how to do is read off a script instead of actually implementing quality customer service.

As I write this the internet has gone off 3 times and is currently off right now..Desired Settlement: I have been over this multiple times with Zito and the techs that they have sent out here confirm it. THE LINE going into the neighborhood needs to be replaced. That would fix the issues. Also they need some surge protection at their switching stations...this is common tech knowledge. I expect the issue to be corrected or for my bill to be corrected to a credit EVERY time service goes out; which is basically all the time.

Business

Response:

Issue is resolved. Modem has been online for past 3 days and customer hitting above average usage. Given full month's credit at end of Sept

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Speeds are excellent (attached pic) and hopefully connection will remain reliable and stable. Thanks!

Regards,

Review: Zito Media has had the rights to service my area for two years. In that time, they have promised time and time again to upgrade the cable lines and provide high speed internet to this area. Surrounding areas that Zito also acquired the rights to have since been upgraded. My complaint is that every time I call the support personnel at the company, I am given the same answer; "we are in the process of upgrading the lines", "we will have it done soon", etc.. I am asking for a better time frame as to when, or if, services will be available.Desired Settlement: I want someone in management to call me and explain why this is taking so long to get completed, and if they even plan on having service in this area and if not, when is their contract up to provide service to this area?

Business

Response:

We are working to get this completed. Currently we are identifying a partner to help provide an Internet circuit to that market. It is one of three markets in [redacted] that are targeted for completion by the end of the year. While we cannot guarantee that as market factors or weather can change unexpectedly we are working toward that target.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Please let me know if there is anything that I can do, i.e spread awareness or anything of that nature to help further expedite this procedure.

Review: The service provider was originally [redacted] and then Zito Media purchased them in or city of [redacted], Texas. Since that buy out occured we have had difficulty with not only the customer service but also with service in General. We at one point went without internet service for a week and they had no explanation as to why it went out and then they did not wish to give any adjustments to our account for the lack of service. We tried to explain to them that we needed to have service to my son't high school had gone to the use of tablets and homework assignments are downloaded to those tablets. There service representatives are rude and when you ask questions there usual course of action is to hang up on you. The other issue we have had is that since the buy out we have not recieved a paper bill from them. So we have no idea how much are actual monthly service is. We have called them numerous times and have told them that we are not getting a bill and the mailing address has always been correct with what they have had in their system. They will then call and say that we owe a pass due amount and threaten to cut our service off. I repeatedly tell them again that we are still not receiving a bill and they tell us that is not possible that they send one out. I receive all my other utility bills and others through the mail with no problems however, I have never received one from them. That is about suspect to me since no of our other mail has a problem getting to us. We move to the house next door and they told us to get our service moved we owed $39.64 so my husband went and made that payment in the local office on February 7, 2014. Their installer came and transfered the service over to our current residence. The last time I checked a provider will not transfer service if you owe a past due amount. Now we are getting nasty phone calls saying that we owe more for a past due balance and that if we don't pay it immediately our service will be interrupted. I told the lady on the phone that I was sick of them not sending a bill and that I have no problem paying the bill However I would like to know how much I actually owe for my service and that I didn't want to take her word for it. I also told her that I was tired of how their representatives treated us when they would call I also told her I was going to file a complaint with the Revdex.com because I was tired of the way were being treated and the fact they don't send a bill and have no idea how much our service really is. She then proceeded to tell me she would no longer speak to me and hung up. However I did now recieve in the mail from Zito Media on Friday February 21, 2014 a paper that said we owed $154.84 that came by [redacted] but I have no idea how long that is suppose to be for or the amounts that we have already been paying that was supposedly for past due amounts. There has just been no truth in billing or no billing at all and I know that I am not the only person down here have problems with not receiving a bill from this company. It's very frustrating. I have every intention of changing to another internet provider.Desired Settlement: They need to be held accountable for not only there very poor customer service practices but they also need to ensure that they are sending bills out to their customers in a timely fashion. How are customers to know how much they need to pay if they don't recieve a bill. Their customer service representatives also need accountability in matters for providing adjustments to customers bills when there is an extended outage that effects the service in which they are suppose to be providing.

Business

Response:

It sound like attempts to get a paper bill to the customer were not met with any success. I am not sure why the [redacted] generated from the same system would have made it while billing did not, but that is a question for the post office rather than Zito Media. We do offer online bill statements and you can also check balance totals via the automated IVR thereby avoiding agent interaction. There is also the option to set up email billing which sends the customer a statement via an email address that the customer provides. We could also print and fax a bill to the customer. Given the options available we can move forward with whatever works best for the sub. That all said, the customer is responsible for any balances that are incurred. Bad debt is a big issue for the company and in particular in the area that the customer resides in.

Review: My cable tv went out on June 12th, on June 14th I called to report that it was still out....the technician came out and he informed me that he would have to get the guy that drives the truck with the bucket to come check out the problem. After the technician with the bucket truck got the cable back on, he stopped by my house and I showed him that lines were going up the screen, and he said that he would have to get a part to go on the line (not an inside house problem) and there would be no problem, he would get it fixed,. I was gone on vacation for a week and when I returned home on the 21st, the lines were still there. I've been contacting the main office just about daily since then, here it is now July 12th and no technician has fixed the problem yet. I've tried to be very patient with them, but I informed them this morning that I was contacting the Revdex.com and the person on the phone said that she would make a note of it. She promised to contact the technicians and have them call me or she would call me back....I have not heard a word....that is exactly what they told me yesterday and the day before.......its been over a month and no one seems to care about fixing the problem. [redacted], Alabama is a small town and this is the only cable company in this area. The only other options for me is satellite dish.....I wanted to keep cable because of having all [redacted] and [redacted] stations as local stations. But, my patience is running thin with this company and I'm very tired of getting a run around for a WHOLE MONTH. This is a company that advertises on TV to be a great, wonderful company.....after a month of lousy service....I have to disagree.Desired Settlement: Prompt service to get the problem repaired. Two months of free service. My monthly bill comes to $62.10 and its ridiculous to pay that amount over and over and to not have quality service.

Business

Response:

Technician has resolved issue and confirmed no lines in picture with the customer on 7/16. A credit was applied to the account for the inconvenience.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Yes, the problems WAS RESOLVED today, July 16, 2013.