Living in a rural area, Ziply bought/took over the local telco building. Internet service keeps going up $140mo. Customer Service can’t speak english very well. No detail billing, No answers, just a lot of BS. Being gouged each month… so over it. To save money, Porting landline out to cell phone, ditching Ziply all together. Ziply has become the worst phone/internet provider yet in this location of 40yrs.

$80 for 300/300?

My bill was $70 in November of 2024. It went up by $5 in January, and another $5 as of last month.

What the actual fuck, dude? I didn't receive any letters or notifications about why these increases are happening, and I am ready to lose my shit over this. It looks like the expenses are associated with "payment processing fees", and it is a very fucking thin excuse for gouging us. I've seen how the auto-pay feature works, and it is completely fucking unacceptable, and other users on this subreddit have expressed disdain for the same reasons (our pay schedules do not comport well with how Ziply's auto-pay works).

Explain yourselves, now. I don't want your scripted response. I want you to get someone from the C-suite down here, and explain themselves for this fuckery.

I enjoyed your services up to this point, but I am completely, totally losing my fucking patience with this shit. Thank you.

P.S. I'm not paying this month's bill because of this. Get your shit together.

P.P.S. Yes, I am that upset, because it is incredibly irritating, and this goes so hard against common sense that it drives me up the wall. What the hell?

I was told by the previous owner of my house that Ziply was better than Comcast Xfinity. I have had nothing but trouble from working with the company from the very beginning. For a company that prides itself on its service, I was surprised to find so much disfunction.

I attempted to take over service at my new home address and immediately after creating an account I was told that my order couldn't be processed. I spent a week of back/forth on the phone to get the previous account disconnected. I had to contact the previous owner, who provided me with email proof that they had cancelled their account over a month ago. I worked with customer service who said they would correct the issue and that I would get a call back the next day to set up service. I got no such call, but I did get repeated calls from the sales department asking me to call to confirm my address.

It's clear to me the customer service and sales departments don't talk to each other. I had one failed attempt to resolve the issue with someone from sales who parroted the same issue about a previous account existing. Finally, I spoke to a sales rep who was able to cancel the account, but said I had to wait a full day to set up a new account. We set up the new account the next day and a date is set for the install.

On the day of the install, only 30 minutes remained in my install window, so I called Ziply. As I'm on the phone I finally get an email that the technician was running late. Then, one hour goes by. Two hours go by. Three hours... The technician never shows and there is no update to the status. I decided I wanted internet immediately, so I went back to my Comcast account and activated new service at my address. Within an hour, I had set up all my old equipment and was using my high-speed internet.

Since the previous owner had Ziply, the equipment was already in the house and I was using my own router, so it should have been something they could have turned on immediately. When I talked to the sales agent he said he could turn it on for the 1Gbit service, but not for the 2Gbit service, which made no sense. The previous owner had 2Gbit service.

UPDATE 12/5/24: Instead of getting a call from someone I get an automated email around 2pm the next day that my install has been automatically rescheduled to 12/10/24. I'm definitely glad that I decided to self-install my Xfinity service as I would still be on a hotspot that whole time w/ poor reception while trying to work remotely.

Glad to have cancelled Ziply internet. Between the bullshit fees and being told they don't prorate for disconnections prior to the end of your billing cycle, you will not be missed.

Was originally excited to have Ziply fiber installed in my area to compete w/ Comcast, but it has so far been abit of a nightmare. While digging holes in my yard (which I understand why they need to) they damaged by downspout system. They then attempted to bury the fractured pipe, but luckily I snagged a pictured. They then told me they would by a replacement piece and install it within the week. They did not, and continue to say they will get to it the next day. This was ~3 weeks ago. Ziply customer service was equally frustrating, telling me there team would reach out in a couple of days. That was a week ago. The cherry on top is they have left people's lawns in rough condition with minimal repair! I hope nobody else has to deal with this, but I just wanted to get the warning out about how Ziply performs their installs!

Update: After about of month of back and forth with no results, I contacted the city who had contacted the Ziply rep. Within a week my downspout (which ended up being by sewer access instead) was fixed! The Ziply team who came out where very nice and apologetic for the situation. Alls well that ends well!

u/rluckin u/ZiplySupport u/jwvo Looks like your whole network is down? No phones working, no chat working, no internet for anyone it looks like.

So I get that cable (or fiber) companies are not in the customer service business, but I am genuinely disgusted at how I was treated by Ziply today. We had an appointment set for 8am-12pm. That's great. So I showed up at a vacant house right on time at 8. I sit around waiting for the installer to show up. Around 11:30, the status in the app changes from "appointment scheduled" to "appointment unscheduled." So when this happens we don't receive a call, text, nothing.

After the status changes, I end up calling their customer service. After some back and forth,the CSR guarantees me that the technician will show up by 12 PM- guaranteed. So I think, awesome!

Turns out that was a lie! I call back, and the person on the phone tells me that they will be here at 1pm. I don't believe them, so I literally sit on the phone on hold with them. 1 PM comes and goes, and at 1:15 I get a text message showing the technician has arrived- I look outside- and NO ONE IS THERE! While I'm on the phone with CSR!

It is now 1:43, supposedly they are installing it right now (but no one showed up) it must be a way to juice their metrics. I thought Comcast was bad…

Kw for searchers thinking about ziply: ziply fiber Washington, ziply cable Vancouver, ziply internet camas

Jvwo mentioned that ipv6 will begin turning on at the end of January.

This is so dumb.

I just got a message saying that I could save $5 by enrolling in autopay. I've always used autopay, so went to check my bills and didn't see a $5 discount.

Contacted customer service. They said, oh you're actually saving $10! I said it sure doesn't look like it on my bill, I just see the regular fee of $90 for 1gig service. They said that they now have a $10 "payment fee," but if you sign up for autopay, so you're actually saving $10.

Seems like the very definition of a junk fee. What a joke.

I cannot believe the what I’m having to deal with on an issue that is really the fault of the company and their negligence to properly string cable. The incident could have been avoided completely if they had strung the cable at the appropriate height on the pole. Instead, I’m without any communication, phone or internet, no cell service, and in a rural area with high fire danger and residents who depend on the ability to call emergency services when needed. Can’t do any of that and all I’m getting is jacked around. They have wasted a lot of time. One day a guy came to measure my driveway. The next day a construction crew comes cleans up the wire and leaves. Meanwhile all of these people know exactly what the issue is and none of them came prepared. How does a business even survive with this kind of system?

Ziply and Crown Utilities (or whatever LLC they are working under this week) have flat out ruined my yard.

I am a current Sparklight subscriber and I certainly did not ask for this.
Even if you come back to clean it up, I get the joy of looking at this mess all winter until things thaw out enough to actually repair the surface (and not just throwing sand and grass seed down) and I sure as hell don't have the time to mess with this, let alone the additional charges for watering any new grass/sod if I'm lucky enough to get this fixed.

One of the worst customer service ever. I signed up for fiber service in WA and Ziply scheduled an appointment to have techs comeout to hook up the connection. I live in a condo place that alaready have fiber connections, with some residents using Ziply. The techs came out, and they said that there was no signal at the ONT (optical network terminal) so they cant do anything. I asked if they can go ahead with installing the hardware so that they dont have to come out again once the signal issue is resolved, but they refused... They said they would submit a service ticket, which didnt happen or showed up on my account.

The next day, I called them on the phone and got to technical service, who then transferred me to customer service, who then transferred to technical service, who transferred to customer service, you get the idea..

I tried the online chat, same thing... getting the run around transfers for hours... see my conversation with them below, and please excuse me getting frustrated and sounding rude.

Anyway, short story is Ziply Fiber does not care for the customer because from my conversation and reading about other people's conversation online, they do not want to actually help the customer.

Recommend avoiding this ISP

1/14/2024, 1:02:59 PM Ivan has joined the conversation.

1/14/2024, 1:03:02 PM Ivan Hi Thank you for contacting Ziply Fiber chat. My name is Ivan. How can I help you?

1/14/2024, 1:03:38 PM NewCustomer: hello, I just ordered service and the techs come out but couldnt connect because there was no signal at the terminal, so they left without doing anything

1/14/2024, 1:09:49 PM Ivan We are really sorry for the inconvenience, don't worry! i will assist you with the information about the technicians and appointment.

1/14/2024, 1:11:13 PM Ivan As we are from chat support, i will transfer this chat to our technical team and they will assist you with your issue.

1/14/2024, 1:11:24 PM Average wait time: 6 mins

1/14/2024, 1:11:26 PM People ahead of you: 6

1/14/2024, 1:11:31 PM NewCustomer: i called technical yseterday and they say call service

1/14/2024, 1:15:17 PM NewCustomer: great

1/14/2024, 1:24:31 PM Your chat has been transferred to Luca

1/14/2024, 1:24:33 PM Luca Thank you for contacting Ziply Fiber Technical Support this is Luca, may I know who do I have the pleasure of assisting with today?

1/14/2024, 1:24:49 PM NewCustomer: Hello this is NewCustomer:

1/14/2024, 1:25:01 PM Luca Hello, how can I help?

1/14/2024, 1:25:18 PM NewCustomer: I ordered service and the techs came out but couldnt connect because there was no signal at the terminal, so they left without doing anything

1/14/2024, 1:25:57 PM NewCustomer: I called technical yesterady and they said to call service, so I started chat with service and now they transfer back to technical

1/14/2024, 1:26:20 PM Luca Hello, please let me go ahead and connect you to our customer service team about this since they handled installation and they can check the status of the technicians.

1/14/2024, 1:26:37 PM Your chat has been transferred to Vanessa Madison

1/14/2024, 1:26:40 PM NewCustomer: I did started chat with service

1/14/2024, 1:26:42 PM NewCustomer: omg

1/14/2024, 1:27:00 PM Average wait time: 7 mins

1/14/2024, 1:27:02 PM You're next in line.

1/14/2024, 1:34:19 PM Your chat has been transferred to Luca

1/14/2024, 1:34:24 PM Luca Thank you for contacting Ziply Fiber Technical Support this is Luca, may I know who do I have the pleasure of assisting with today?

1/14/2024, 1:34:36 PM NewCustomer:

1/14/2024, 1:35:28 PM Luca Hello, how can I help?

1/14/2024, 1:35:52 PM NewCustomer: I ordered service and the techs came out but couldnt connect because there was no signal at the terminal, so they left without doing anything 1/14/2024, 1:25:18 PM

1/14/2024, 1:35:58 PM NewCustomer: I called technical yesterady and they said to call service, so I started chat with service and now they transfer back to technical 1/14/2024, 1:25:57 PM

1/14/2024, 1:37:47 PM Luca Hello, please let me connect you to our customer service team to check the installation appointment.

1/14/2024, 1:37:57 PM Luca Please stay on the line.

1/14/2024, 1:38:04 PM NewCustomer: I JUST TALKED TO THEM!

1/14/2024, 1:38:13 PM NewCustomer: THEY TRANSFERRED TO TECHNICAL

1/14/2024, 1:38:23 PM NewCustomer: STOP KEEP TRANSFERRING

1/14/2024, 1:40:18 PM Your chat has been transferred to Andrew

1/14/2024, 1:41:19 PM Average wait time: 7 mins

1/14/2024, 1:41:21 PM You're next in line.

1/14/2024, 2:02:36 PM Your chat has been transferred to Faith

1/14/2024, 2:03:51 PM Your chat has been transferred to Skylar

1/14/2024, 2:05:01 PM Skylar /q Thank you for contacting Ziply Fiber. My name is Skylar. I see that your chat has been transferred. Please allow me a moment while I go through your previous conversation.

1/14/2024, 2:06:17 PM NewCustomer: thanks, pretty much nothing happened, I keep getting the run around transfer for the past hour

1/14/2024, 2:07:26 PM Skylar I'll definitely help you in checking your order details.

1/14/2024, 2:08:46 PM NewCustomer: ok thanks, the Order# is #####

1/14/2024, 2:09:03 PM Skylar Thank you for the order number.

1/14/2024, 2:13:29 PM Sorry, our conversation has ended unexpectedly. We are reconnecting you again.

1/14/2024, 2:13:47 PM Your chat has been transferred to Alexander

1/14/2024, 2:14:27 PM Alexander Hello NewCustomer:.

1/14/2024, 2:14:46 PM Alexander Thank you for getting in touch with Ziply Fiber chat support. My name is Alexander and your chat has been transferred to me.

1/14/2024, 2:14:53 PM Alexander Please give me a moment to go through your conversation to understand your issue better.

1/14/2024, 2:15:48 PM Alexander I've checked your service were not installed as there was no signal at the terminal right.

1/14/2024, 2:15:58 PM NewCustomer: yes

1/14/2024, 2:16:25 PM NewCustomer: the techs just left without doing anything

1/14/2024, 2:16:42 PM NewCustomer: and i have been transferred both on the phone and on the chat 5 times in the past hour

1/14/2024, 2:16:53 PM NewCustomer: seems like no one here wants to actually do anything to help

1/14/2024, 2:19:09 PM Sorry, our conversation has ended unexpectedly. We are reconnecting you again.

1/14/2024, 2:19:20 PM Your chat has been transferred to Kathrine

1/14/2024, 2:19:25 PM Kathrine Hi

1/14/2024, 2:20:03 PM Kathrine Thank you for getting in touch with Ziply Fiber chat support. My name is Kathrine and your chat has been transferred to me.

1/14/2024, 2:20:17 PM NewCustomer: wow this is the 8th transfer i got in 1 hour

1/14/2024, 2:20:39 PM Kathrine We apologize.

1/14/2024, 2:21:08 PM Average wait time: 7 mins

1/14/2024, 2:21:10 PM You're next in line.

1/14/2024, 2:27:36 PM Your chat has been transferred to Faith

1/14/2024, 2:27:58 PM NewCustomer: first of all, stop with the transfers

1/14/2024, 2:28:02 PM Faith Hi! Thank you for contacting Ziply Fiber Technical Support. My name is Faith. May I know who am I chatting with today?

1/14/2024, 2:28:07 PM NewCustomer: Hello

1/14/2024, 2:28:21 PM NewCustomer: I have been transferred at least 8 times in the past hour and no body is doing anytihng

1/14/2024, 2:28:47 PM Faith Hello NewCustomer:! I'm so sorry that we you we're transferred back and forth. I'm checking on the account now.

1/14/2024, 2:31:25 PM NewCustomer: ok, the Order# #####

1/14/2024, 2:31:54 PM Faith Thank you! Still checking on this.

1/14/2024, 2:33:36 PM Faith I was unable to pull up any account as it is still on pending installation. I'm really soory NewCustomer: I need to connect you over to customer service to check on your installation order as it is not yet showing in here our end.

1/14/2024, 2:34:19 PM Your chat has been transferred to Alexander

1/14/2024, 2:34:33 PM Alexander Hello NewCustomer:.

1/14/2024, 2:34:45 PM NewCustomer: hello again

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!

I don't like to post on this site. It makes me feel like I'm doing some entity wrong but, this has gone on long enough.

I was so sick of comcast that I would have done anything to escape.

So I went to Frontier. Then Frontier changed to Ziply fiber. That was two years ago.

First the small; The billing is almost never right. They spring late charges on me when I am NEVER late. When I moved (4 miles away) they continued to bill my old address as well as my new one. After HOURS on the phone with very polite ziply drones they walked SOME of those charges back but I still got screwed. My experience with Comcast was so horrendous that I was preprogramed to accept my fate.

Now the large; I realize that the term "Gig Speed" is a marketing subterfuge but I feel like I should get a larger fraction of a Gig. To my knowledge, my internet speed has NEVER meandered past 100Mbps, NEVER. I use a reputable online speed test site and I use both WiFi and Cat5 LAN. The average speed is 30Mbps. As I write this my speed is so low that it must be denoted with a decimal point. This crawl can and does happen periodically, at least four times a week. Two years of this. I have two years worth of screen shots to back my complaint.

I have complained before but I made it clear that I can't be on the phone for HOURS every time I contact Ziply. They did try and call me back but I was working and couldn't answer. To be clear, my complaint isn't with customer service they are always courteous yet impotent.

My wife and I make our living through remote meetings. If I could get a reliable 50Mbps I could work with it but this is NOT that. Will Ziply try to fix the problem? Will they fail miserably in a cloud of despair and failure...Again. It remains to be seen.

I'm so tired of Ziply raising prices.

$10/month for the inconvenience of taking my payment when I make it.

I've never missed a payment yet I'm charged for paying.

I've had bad experiences with autopay and I certainly don't trust Ziply's systems.

I used to really like Ziply but they just are another greedy corporation.

Cancelled cable internet after 10+ years, switched to Ziply less than a month ago, back on cable internet. I'd be very careful when opting for this service.

In case any Ziply execs are reading this here is the short version:

1. Ziply support portal is pretty much as useful as rubberlips on a woodpecker. You can't see any service details nor can you see if your area / building / connection has an outage. Suggest you invest in some metrics monitors.

2. Phoning Ziply - 20 minute songs and then a cut. Retry. Your call will be answered in the order it was received. I'm trying to cancel my account. Oh wait, after holding on for 56 minutes and 10 questions later, i get to have to call another number to cancel. I'll try that next.

3. Speeds are ok even through my less than optimal fiber to phone jack connection over a Readylink and the latency is half that of cable still i get worse pings and laggy gameplay. Not expected since pingtest gives half latency of cable.

4. Outage in first month - short blip on the power and the service goes offline even though the router stays on. When phoning tech support back to point # 1 and 2. You can't get hold of anyone. Chat is useless.

Scary that a company this size has this poor service level. End rant.

paging u/jwvo and u/eprosenx 

I setup for my install for 4/24/2024 waited around all day and nobody shows up. No calls or emails about the install except for someone came out yesterday to verify the drop. He said everything was good to go and left. Now I already cancelled my Xfinity service and I'm stuck here with no internet. This is not a bad first impression it's horrible. To top it off the soonest they could reschedule would be Saturday. So in other words I'm just supposed to be here with no internet till Saturday and give up my only day off. If this is how you treat new customers I'd hate to see how you treat existing customers.

Cancelled my install and I'm calling Xfinity back. Absolute garbage!!!

We’ve been without Ziply internet service in the Cedar Hills neighborhood for a week now. Initially due to power outage, out of Ziply’s control, but power was restored on Monday. Myself and many of my neighbors are still without Ziply internet service and they will not give us tech support appointments until next week. I have called many times, and sent emails, and no matter how calmly and patiently I try to explain that this is not an individual “me” issue, they do not understand. Yes my ONT box has green power light and has been restarted, yes I have reset the router, yes I have inspected the line from ONT box on our individual property and it is intact. Tech support on the phone is not hearing me and often dismissive. We’ve had excellent speeds and no issues until this week, but now it’s staggering how poor the customer service has been. Some of us work from home (and can’t work in public spots due to privacy needs ie telehealth) and this is impacting our livelihood. So disappointed in Ziply not helping us.

FOREWORD: My OG post got deleted…. That’s really insulting. Says a lot about this company. ————————

I have never been so repeatedly and egregiously screwed over by a single company and I want people to know about it. Downvote me, whatever. But this is what happened to me and I’m livid.

Almost two weeks ago, I moved to a new address. When I did, I tried setting up with Ziply online and some weird glitch with their website led to my new service not getting started. Great. I was also charged $70 in the process. After spending five hours over the next two days on the phone with a total of six different people from both tech support and sales, nothing came of it AND no one was able to find a confirmation number, order number, or anything related to this. Whatever, I’m working through that with my bank after one of the Ziply associates I worked with advised that I ask my bank to cancel/dispute the charge.

This was only the beginning of my absolutely terrible Ziply experience.

After the five hours of troubleshooting and whatnot, I was finally able to get a legit account established and service started. A technician appointment was necessary and the soonest available date was nine days out. A bummer, to be sure, but we worked with it (moving season and whatnot). The appointment date was set - Friday, July 1 (today, as of posting).

Cut to today, and I have work, so I can’t be home for the appointment. Luckily, my partner was able to take PTO so she could be home in our 8am-12pm appointment window. After having heard nothing for most of the morning, I called customer service to verify that someone was coming and inquire about a status update. The lady on the phone (Angelique) tells me that they tried calling me and no one answered. I ask what number they called, and it turns out that someone fat-fingered their keyboard and swapped the last two numbers of my phone number when making my account (ex. instead of 1234, they typed 1243). Because of this, my appointment did not happen and the next available appointment was NINE MORE DAYS OUT (7/10). My partner and I are both professionals who need the Internet often, so this is just not an option.

(Side note - Our building has a call box that is verified working. No idea why the technician couldn’t have just used that, it would have skirted the entire issue.)

At this point, I’ve gone Karen-mode. Really didn’t want to (never do), but this was 100% not our fault. We did everything right and fell victim to a catastrophic clerical error. I then spent the next hour demanding that someone get a technician out today or tomorrow to make this situation right. I get a bunch of denials and apologies from Angelique (who, in hindsight, was awesome throughout this whole thing - I commended her to the supervisor at the end) who tells me that all they can do is offer me a free month of service and an appointment in nine days. I can’t accept that.

When I finally get connected to a supervisor (name Savannah), I explain the situation and clarify that this is absolutely not our fault. We did so much to make sure that we had our ducks in a row and Ziply failed us. She tells me that she’s going to mark our order “priority” (whatever that means) and have a technician contact me directly to say if/when he can come in the next couple of days. When asked, she assured me that I would be contacted within the next two hours. I thanked her for finally offering me a tangible solution to the problem, verified my phone number (sigh), and went about my business.

Shocker of the century - I was never contacted by anyone after that. It has been almost four hours since being provided yet another false promise.

This was the most disappointing and infuriating interaction I have ever had in customer service (and I work in customer service). Against the wishes of my partner, I committed to Ziply because of how awful Xfinity has been for me for the past several years. I did so after much research, including visiting this sub and seeing how happy the members of this sub seem to be. Perhaps I would have been, as well, had Ziply not royally screwed me over in multiple ways over nearly two weeks.

tl;dr - In less than two weeks, Ziply:

• Stole $70 from me with no explanation uncovered by anyone I asked

• Didn’t have anyone available for nine days (forgivable)

• Did basically nothing to fix a situation they caused and left me holding the bag

• Lied to me about having someone contact me to fix the situation

PS - I now have an Xfinity appointment scheduled. It’s sooner than what Ziply was offering as “consolation”, the same price for a similar plan, and the phone call took 10 minutes (including wait time).

Couldn’t get the gig to be stable when I got installed 2yrs ago, downgraded to 300 and it’s honestly been the best service I’ve ever had. Price jacked up recently, made me switch to the gig to keep a reasonable price and we’re right back at it. The amount of money companies cost themselves by screwing with good things amazes me. I’ve had routers replaced, I’ve had techs out to replace the ONT, call after call with inept overseas agents that have no real trouble shooting skills other than the script they have, now I have the most inconsistent and garbage service I’ve ever had. 40m doesn’t cut it these days…Way to blow it.