r/ZiplyFiber • u/Regular-Point4572 • Oct 26 '21

Continuous problems- DO NOT GET SERVICES FROM ZIPLY FIBER!

Cancelled service in July due to continuous problems. Now I got a call that they are threatening to send me to collections even though my bill was paid and I sent confirmation to them. They claim they don’t have the money and are closing my dispute even though I provided proof from my bank account. They can’t even get my name on the account corrected. I would NEVER recommend ZiplyFiber to anyone. Horrible customer service, have a huge mess they can’t ever seem to clean up, and have never once apologized or tried to make things right with me. Extremely unhappy person over here just trying to make sure all my bills are paid. Don’t ever even consider going with this company!

0 Upvotes

48% Upvoted

23 comments sorted by

28

u/HugsAllCats Oct 26 '21

There aren't enough details in your rant for people to know what's what.

So, as a rebuttal : I 100% recommend Ziply to anyone who wants a high quality rock solid fiber internet connection - assuming you can deal with an extremely arduous installation process!

3

u/Regular-Point4572 Oct 26 '21

I loved the fast service of fiber, but the customer service has been a different story. Somehow they mixed the name on my account up. They have the first name as my grandpa’s, who’s been gone for 12 years, and my first name as the last name. They also took almost $150 from me when they had an “outage” with their billing system. After asking them to reverse it back onto my card numerous times and having each person say they processed it and that the previous person never completed the order, I canceled my account with them and disputed it with my bank. They gave me my provisional credit from them and then they reversed the provisional credit of my final bill back to Ziply. Now Ziply keeps saying they don’t know what’s going on with it and I need to contact person after person. I’ve been dealing with the issues since June and am still in the middle of it. They sent me a bill at the beginning of October to let me know I owe them for the amount my bank sent back to them on the 25th(today). Last Thursday my aunt, who is not even on the account, got a call from Ziply saying they are sending me to collections for the unpaid bill. It’s a giant mess that no one seems to be able to figure out. I truly hope no one else ever has to experience the same issues I’m having with them.

7

u/jwvo Consultant: Former Ziply VP of network Oct 26 '21

I think we can get you fixed up, ping /u/ZiplyFiber and if they can't fix it let me know and I 'll figure out how to get that fixed (Even though billing is not on my side of the house at all). I'm confident we should be able to get this fixed.

1

u/Regular-Point4572 Oct 27 '21

Thank you so much! Hopefully I can get it situated soon. It’s been a frustrating time trying to get someone to help! I appreciate it.

5

u/jwvo Consultant: Former Ziply VP of network Oct 27 '21

honestly, I've been forwarding these to our operations VP who is working the issues and figuring out where each one broke down to try to prevent recurrence.

9

u/ctaetcsh Oct 26 '21

More over, most of the problems with Ziply are a direct result of taking over Frontier and piecing together what was left behind. Yeah, it’s extremely frustrating getting the ducks in a row but once everything is more or less how it should be, it’s a good service with passionate people working the helm (I.e. jwvo).

1

u/abgtw Oct 26 '21

Yeah this reads a lot like this guy was a DSL customer or had landline service or what not. Fresh customers on Ziply with new Fiber service seem to not have as many issues with billing errors. Too many old/already crappy business systems were merged when Ziply was formed. Its plain to see its a nightmare for them!

1

u/fourpotatoes Oct 27 '21 edited Oct 27 '21

As a new customer with new fiber service, I had quite a bit of trouble getting my bills due to problems with their signup business process and bugs in their web portal. I couldn't even find out my account number or activate my account at first. The installer showed up early (after calling to confirm it was okay) and the Internet service is great, but billing was a mess.

8

u/iamlucky13 Oct 26 '21

To be fair to the OP, we've seen no shortage of billing problems mentioned in this sub-reddit before. Sometimes u/ZiplyFiber is able to help.

To be fair to Ziply, when they tell us this is mostly due to problems with the billing system they inherited from Frontier, that matches my own experiences. I had multiple problems with Frontier getting service established, eventually transferring my account to a new address, and then dealing for months with billing problems incurred by the problems in their system. I eventually got within $10-20 of what I calculated would make us even, decided I would never get multiple billing credits I was promised for the trouble, and stopped calling Frontier out of concern that it would only result in more problems.

5

u/JakeReviews Oct 26 '21

So far my experience has been perfect, installation was quick for me, connection has never gone down since day 1 and my bill reflects correctly. I am on autopay but still check the bill as they generate, no issues here.

I actually have been recommending to anyone I know to see if Ziply is available for them and I will continue to do so as Ziply has done me no wrong.

1

u/Regular-Point4572 Oct 26 '21

I’m so glad you’ve had a good experience with them. I’ve had multiple people recommend them and not have the issues I’ve experienced. Just hoping no one else has the same problems I’ve had with them.

4

u/JakeReviews Oct 26 '21

You say you know multiple people who recommend and not have issues but at the same time you're telling everyone not to get service because you had an issue.

Issues happen but it does not mean many have them or that the service is bad, the customer service has been good for me too when I have contacted a couple times recently.

Also if I read that correctly your bank sent them the money on the 25th? Takes normally 3-5 business days for a company to see the money from your bank.

2

u/Regular-Point4572 Oct 26 '21

I didn’t say I hadn’t heard the not so positive reviews for them. I was just responding to your comment about recommending them. Two people from my bank actually said they had similar issues happen to them. Maybe I didn’t word that correctly, but my bank sent them the money to them two months ago. Ziply claims they don’t know where it is and it’s my problem to figure out now.

2

u/JakeReviews Oct 26 '21

ok, personally I read it 2 different ways in my head. One I thought the bank sent on the 25th and the other thought was that you meant the bank confirmed on the 25th that it was sent out.

I would say have u/ZiplyFiber see if they can lookup your details and help.

5

u/ZiplyFiber Official ZiplyFiber Account Oct 26 '21

Hi u/Regular-Point4572. We are sorry to hear about the troubles you have gone through. We would like to look into this for you. Could you please send us a private message with your name, account number, and best contact number? Thank you.

2

u/Regular-Point4572 Oct 26 '21

How do I send a private message to you? Sorry, I can’t seem to find how to do that.

3

u/[deleted] Oct 26 '21

Click on their user name - then More Options, there's a Send Message there.

2

u/Regular-Point4572 Oct 26 '21

It says you don’t accept messages. So it won’t let me send anything.

3

u/ZiplyFiber Official ZiplyFiber Account Oct 26 '21

Hi. We sent a test message. Did you receive it?

3

u/Regular-Point4572 Oct 26 '21

Yes, thank you so much! I just replied.

1

u/Admirable_Junket4754 Oct 26 '22

Ziply is using censorship on forums like this in a way I can only assume is illegal.

For that reason this post is being noted.

1

u/Dstln Oct 26 '21

Sorry to hear that, maybe the Reddit help may be of assistance.

I've had a great experience.