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Zito Media Reviews (212)

Review: We originally signed up for TV and internet. Since my wife and I are college students and avid media users we needed faster internet, so we opted to pay for a faster internet speed. For the faster internet speed we added an extra $50 a month to our bill. Our original bundle included 10Mb internet speed and we upgraded to 60Mb. We have had nothing but issues from when we first signed up, The first person to sign us up messed up all of our information and told us wrong prices (cheaper prices), we then had to call corporate whenever the cable installers never showed up. We got a hold of someone and they then proceeded to tell us that she was wrong and that our bill was going to be higher then what the first lady told us and that we are locked into a 6 month contract. We never signed anything about a contract and we specifically asked if they had a threshold (data cap) we were told no. Right after we (finally) got everything installed I ran some tests and tried to play some games/watch Netflix, I found out that I was only getting 5Mb. I yet again had to call corporate, Just to be told that its something on my end and they are testing everything up to speed. So I looked into my network (I'm studying and almost graduated from [redacted] for networking) and found out that it was in fact on there end. I called again, this time I received a different answer, They told me that they were having server issues and that they don't expect us to get any where close to 65Mb for awhile. I then asked why did you not tell me that when I opted in for an extra $50 for a speed that they can't deliver or come even remotely close to. They said they do not know and proceeded to try to give my wife and I $10 off for the next three months. I told them that I need to talk to a manager as $10 off a month (for three months) does not come close to me paying an extra $50 a month for the higher speed, they told me that no manager was in and one would call me tomorrow. That's how it went for the next 3 months after we signed up for the service went, calling every weekend about getting less then 10Mb (that would have came free with the TV bundle) and every time I received one of three answers. It was my fault on my end, $10 rebate for three months, or that a manager would call. Last month I had a different answer that they would be finally fixing the issue with my speed. Well, to be short and sweet today I had .5Mb no one to come "fix" the problem, no managers has ever called back, and when I call I receive a notice that I went over my threshold (data cap). When we signed up I specifically asked both people that did our accounts if there was data caps and they both said no, no where on the website either was anything about a data cap, But now when I look there is a data cap on the website. I am now not able to do any college work let alone even load quizzes that I need to finish. We are not receiving a fraction of what we are paying for,there was false advertisement, and we are being ignored by corporate so we are filing a complaint.Desired Settlement: I would like a written apology for the countless hours we have been on hold/ being told that its our fault. I would also like them to TELL the people signing up if they can't receive the service that they are paying for. I would like them to stop making claims that they can provide a service they do not have the means to fulfill. I would love to get a refund for my extra speed that I never got (most ever received was around 30Mb unless on at 2 Am.)

Business

Response:

Re: [redacted] Complaint ID #: [redacted]To whom it may concern:This is a response to follow up for complaint #[redacted]. This customer is no longer troubleshooting this issue with us and has an active work order scheduled to terminate all Zito Media service as of 12/7/15. With this being stated, we now feel this issue to be resolved and no further follow up would be required regarding this issue.Sincerely,Kimberly O[redacted] Customer Advocate Zito Media

Consumer

Response:

Review: Beginning during the last week of February 2016, Zito serviced the cable lines for another customer which resulted in loss of our service randomly 24/7. As they made few attempts to fix service, loss continuously has been getting worse. Currently outages are 99% after sunset & 80% daily. Customer service only logs occasional calls to notify them of loss of signal or service. My wife & I call 3-10 times per day requesting maintenance to fix service. Zito claims they must order a "tech" to witness an outage before they will send request to maintenance for outside repairs. The process takes as much as 2 weeks to try each separate attempt of repairing service, timing is realistic, then Zito claims to require that same process to take further action towards repairing the initial problem. It has now been a complete 2 months of problems escalating to almost no service and customer service intake hanging up on calls. "Dave" the maintenance supervisor, has made many obvious acknowledgements of errors in system which should be corrected to help prevent problems and assist in troubleshooting: 1) having "drip loops" on line connections, 2) customer serv. intake reciting pointless system resets because it is their script to "try this" lack of service troubleshooting which buys time hoping the line is fixed when the wind blows again... My modem has been replaced with ?"new"? modems 5 times since I upgraded to their "Super Speed" last year following the same loss of service for 5+ months which was suggested via Zito. That complaint was submitted in March 2015 via Revdex.com then resolved many weeks later.Desired Settlement: Nonstop service!!! Upon 1st notice of loss of service, find and fix problems without delay. Do not restart initial procedures for ongoing problems which were not fixed. I think, try this or resetting the system are not solutions to equipment failures! In cases like this being ongoing over 7 days, 62 days, put the most capable personnel on the job.

Business

Response:

Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: 11419742. We apologize that Mr. [redacted] has experienced such trouble with his cable services. We did have our Maintenance Technician out on 04/29/2016 to resolve the trouble he has been experiencing with his services. We have called and confirmed on 05/01/2016 that he has had no further trouble with intermittent connectivity. His signal levels are good and he has not been offline since Maintenance was completed. We consider this matter resolved. Sincerely, Ashley Fredenburg Customer Advocate Zito Media

Consumer

Response:

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

Review: Zito Media is continuously mailing advertisements claiming HD DVR capabilities in my county and state. The offer is extended to the consumer at a very low annual "price lock". Just one month ago I attempted to obtain this deal only to be told by the installer, as well as a Zito rep on the telephone, that [redacted] does NOT have DVR capability and that service could not be provided to me. The installer further told me that the digital equipment in this county was so outdated that Zito Media would not be able to offer HD DVR until ALL OF IT was updated at an enormous cost to the company. I received yet another flyer from Zito Media yesterday with the same false advertising. I would like to help other consumers to not be drawn in by the fraudulent advertisements which I fell prey to, thus costing me fees to reconnect with my previous provider who DOES provide HD DVR service.Desired Settlement: It cost me $49 to reconnect with my former service provider. I would like Zito Media to reimburse me for that because I relied on their false claims. I would also like for them to stop sending [redacted] their fraudulent advertisements.

Business

Response:

Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We apologize about the experience Ms. [redacted] has experienced. We have investigated this matter and found that we were out of stock with DVRs. We apologize that this wasn’t conveyed better to Ms. [redacted]. Since this time, we have even launched a new whole home DVR system that provides many HD channels along with the ability to start a movie in one room and finish it in another room. Zito Media does offer HD DVR services in [redacted]. We apologize about the confusion but we want to ensure the customer that we are not “false advertising”. If the customer wishes, we would be happy to offer her a whole home DVR system and set her up with services at this point. However, we will not reimburse her the $49.00 that she paid for her to reconnect with her former service provider. This is a cost that her former service provider charged and not Zito Media. If she has any disputes on this charge, we suggest contacting that provider. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Consumer

Response:

Review: It took us weeks to get our phone/internet set up and it's been down more days than it's worked. This time it's been down three days and we asked them to call our cell phone before they came since we had no idea when they would come. They came today without calling and won't come again till next Wednesday. That's 5 more days. Their customer service is about the worst I have ever seen. They will tell you anything to get you off the phone. There rude and forget talking to a supervisor. Thy said a supervisor would call me back if we scheduled a time for maintenance to come out next Wednesday 3-5. I haven't gotten a call yet 3 hours later and I doubt anyone shows up. Also if they make appointments why didn't we make one at the start of this. I think it's customer service giving me the run around again.Desired Settlement: I want to keep my phone number and be reimbursed for ever penny I have paid them and part company. Again I absolutely want to keep my phone number. I would also like a Vice President in the company to review my account.

Business

Response:

To whom it may concern:

This is in response to complaint [redacted] which was filed by [redacted] from [redacted].

This customer had issues with getting their HSD service turned up and running.

Customer ordered service 9/23/13 and was not installed until 11/12/13.

We were able to get maintenance there on 11/14 to get service workng. Next

report or a problem was on 12/4. Service was restored after further

maintenance on 12/11. The customer did not receive a call as maintenance

work is done external to the customer residence and does not generally

require entry. The customer spoke with supervisors on 10/31, 11/12 and 12/13.

They had a total of 11 days without service and have been credited $5.91.

Monthly bill is 35.49. An additional credit of $10 was applied on 12/20 for

the inconvenience.

Sincerely,

Zito Media

Business

Response:

Review: Since installation of cable I never received the service I had ordered properly. I ordered 30mbps internet and was only getting 3-4mbps during evening hours every day. I had called their customer support over 15 times, had trucks out 4 times to fix issues they messed up during install. After 15 calls they finally added my ticket to a "Group" of tickets for my area that they knew of the issue since september and had taken no steps to resolve it. When I continued to call in and ask to speak to a supervisor, each time they said one would call me back in a hour. After two days of this I finally called in and demanded to stay on the line when I spoke with Nick, the supervisor that is supposedly a step down from the CEO of the company. Upon speaking with him he stated he wont be able to do anything for the bill for the service and I am stuck with it. I proceeded to tell him how the service was unusable during the evening when anyone was home down the street from me as the bandwidth was taken up. They treated this as MY problem and would do nothing about the bill. I continued to assure him I will NOT be paying this bill regardless and they can cancel my service. When I asked for his bosses name and contact information he told me "He doesnt take customer calls". The staff does not care about their customers, they simply say reboot the modem and call back if it isnt working. The supervisors act as if we are privileged to speak with them after waiting days for a call back that was never made. I have never had such disrespect out of customer service topped with even worse cable service in general. I feel I was tricked into their service with their ads on their website exclaiming fantastic high speed internet, yet could not even watch one netflix movie on it during peak hours.Desired Settlement: I would like to see them investigated for false advertisement as well as their customer service. I feel I was not handled professionally. I want the bill completely resolved and not on my credit as I feel I am being ripped off.

Business

Response:

Re: [redacted]To whom it may concern:This is a response to complaint id [redacted]. Mr. [redacted] has been contacted regarding this issue and an agreement has been reached with the customer. We have offered the following, “If you pay the $82.97, your balance will be cleared. At this point, your services run $93.85 per month. I can discount this to $78.85 for the first 3 months (to compensate for the time it takes us to get this fixed) and then it will go back to the normal rate of $93.85 again. We are aware of the issues in this area and are actively working to get this resolved. I do not have an ETA at this time but the 3 month discount would at least lower your bill a bit while we do get it fixed.”The customer responded back and requested the work order for the cancellation and the pick up of the equipment to be canceled and the service to be restored as of Friday 11/13/15. We will continue to monitor the progress of this issue closely and ensure the customer is advised of this progress as well.Sincerely,Kimberly O[redacted] Customer Advocate

Review: We have been having internet service issues for over a month now, and our ISP has refused to deal seriously with them. We have been reporting regular and ongoing outages in service since Feb. 13, 2016. In order to demonstrate that this is not an issue with our equipment, we have replaced our modem twice and have tried two different routers. Our first replacement router arrived on Feb. 24, 2016.

When Zito Media finally treated our complaint as valid, they lied to us multiple times and informed us they were going to send a "tech" to check our issues. In reality, they sent two different installers on three separate occasions over the period of roughly a week and a half to two weeks. It was during that period that we replaced our modem once again. One of the installers said they saw signal issues, but no action seemed to be taken at this point, as our issues persisted.

At this point, they still would not acknowledge that there was any issue with any of their equipment, even though all of our equipment had been replaced and one of the installers had verified that he was seeing signal issues. The other installer also verified that there was no issue with the apartment’s wiring.

When we were finally able get an appointment from an actual tech, they were not able to schedule that until March 15, 2016, which, again, is over a month after our initial reports. As Zito Media informed us, they only have one tech for our area and that was the first appointment available.

We have been keeping logs of our uptime and have been keeping logs of the signal strength and channel status on our modem, and have attempted to show these to the installers they have sent and have attempted to relate the contents of said logs to phone support agents, but they seemed unaware of this capability of the modem and were unwilling to listen to this information that would have been relevant to troubleshooting the ongoing signal issue.

That tech came yesterday, and confirmed, as one of the installers did, that the issue was on the line or in the plant. Since then we have, in fact, had worse service. Once again, today, Zito Media’s phone support claimed that they were working on the issue, but this is not the first time we've heard this. In fact, this is what they tell us every time we call. They have said that there is a work order in, but they will not give us an end date as to when our service might be restored.

This service Zito Media has provided has been frustrating, and it has been a herculean task to even get them to acknowledge any issue was occurring. The lack of service has required me to go into work on multiple occasions on evenings and on the weekend to do work that I otherwise would have done remotely from home.

We would switch providers, but Zito Media is the only broadband ISP servicing our apartment. This is even more frustrating, because we have no competitor to go to for better service.Desired Settlement: We wish for a minimum of one month of service reimbursed or credited on our bill ($57.65/month) to make up for the time period during which internet has been unreliable or nonexistent. We would prefer that two months be reimbursed or credited, due to the amount of our own time and money we have wasted attempting to convince Zito Media that any problem existed in the first place. We would also like to be reimbursed the $49.99 that we spent on our second replacement modem (the first was returned at no cost), as we would not have purchased a new modem were it not for the need to prove that the signal issues did not originate in our equipment.

We also want assurances and proof from Zito Media that they will review their internal troubleshooting and technical support procedures. There is no reason that this issue should not have been addressed weeks ago, aside from what appears to be a policy of ignoring service problems until they cannot feasibly do so any longer. We would also like Zito Media to review their staffing needs in this area and possibly increase the number of techs who are available to service customers. We should not have had to wait an extra week after having already wait over three weeks for any kind of actual troubleshooting and attention for our issue.

Business

Response:

Re: Mr. [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have sent a maintenance technician to Mr. [redacted]’s residence on 3/18/16 to resolve this issue. We did confirm with Mr. [redacted] multiple times on 3/18/16 that the issue has been resolved and that they are receiving the services and speeds that they are paying for. We also issued credit to Mr [redacted] for the service issues they have been experiencing. We consider this matter resolved. Sincerely, Amber N[redacted] Customer Advocate Zito Media

Consumer

Response:

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

Review: Service not being provided as advertised. My cable is repeatedly out. Numerous calls and emails are handled politely by customer service reps, but issue is seldom resolved. When I asked for a partial refund because of continued service outages, they said that this was not possible.Desired Settlement: Refund based on continued cable interruptions. I do not feel that it is fair to pay full price for extremely poor service.

Business

Response:

Re: [redacted] Complaint ID #: [redacted]To whom it may concern:This is a response to follow up for complaint # [redacted]. We have made contact with this customer on 03/20/2016 regarding the trouble he has been having with his cable services. Prior to this, we have not had any notification from the customer of service trouble since 02/16/2016. During our conversation he explained that he has had intermittent trouble with his cable services. He explained that he is not having trouble with his cable services at this time and that he has a clear picture. We have provided the customer to reach us at if this issue were to reoccur. As a courtesy, we have also provided the customer with $15.00 off per month for the next 3 months. At this time, we consider this matter closed.Sincerely,Ashley F[redacted] Customer Advocate Zito Media

Review: I am not able to watch my television cable service, without unplugging the box and then plugging back in. It will not work unless it has been unplugged and restarted.Desired Settlement: I would like to receive the service that I am paying for, without having to restart my equipment each time I want to watch TV.

Business

Response:

Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. On 01/24/2016 he spoke to a supervisor and scheduled a work order with a technician to swap out these boxes for 2 of our HD Digital Adapters. The technician came out 01/26/2016 and the customer declined the swap of equipment and stated he is going to bypass his 2 current cable boxes until this issue is resolved. We have also provided $60.46 worth of credit regarding this issue. The cost of these 2 cable boxes are $12.00 each per month. The customer’s cable is still in working order and a simple reset of these 2 cable boxes would restore services. The customer also has his main DVR which he is not experiencing any trouble with. We find that we have given more than enough credit for this issue. The customer did decline any additional assistance and we consider this matter closed. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Consumer

Response:

Review: Since we've had Zito media installed for our wireless internet, there have been nothing but problems without a resolution. I have called on average 2-3 times per week because of service interruptions, down time, and inability to work at home because of the quality of service. This has been going on since July, and they have not come up with a solution. New lines, new modems, and several visits by tech support have not netted any results.

When calling customer service, I have repeatedly met dead ends. I have sat on hold for very long times, sometimes not being connected at all, and I have been hung up on by a representative named Tiffany more than once, some calls are not logged in the system, and technical support has failed to notify me when arriving at our house.

I have sent numerous emails complaining about issues and reporting the results of speed tests, including test results that were incomplete because the network quality was so bad it couldn't complete a test. I have also indicated on several occasions, that I work from home and having significant downtime or connection issues seriously impedes my ability to do my job properly.

The amount of time and energy I have spent dealing with Zito Media trying to get this resolved has become significant. The last email I sent to Zito including dire speed test results stated that if this issue was not resolved properly, I would be left no choice but to file a report with the Revdex.com. I never heard back from the company, and calling today to complain about dropped service resulted in the customer service rep telling me she was too busy for this, upon which time she hung up on me.Desired Settlement: I want Zito Media to adjust our bill appropriately, according to the amount of time we have spent over the past 6 months trying to resolve this. I also want a permanent solution to the problems we've been facing.

Business

Response:

Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have addressed the trouble that [redacted] was having with her internet. We had a technician out to her residence on 12/28/2015. Since the technician was out, we have not seen any drops in service for this customer. We have followed up with the customer on 01/03/2016 by phone and the customer confirmed that she has not had any trouble with her services since the technician was out. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate

Consumer

Response:

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

Review: I was having problems with the speed of internet service from ZITO. I was paying for 15mbps download speed. I called and they upgraded me to 30mbps download speed but the actual download speed never went above 10mbps. When I called, they sent a tech out to check my equipment and service. He told me that it was a bandwidth issue and that the speed I was receiving was all that was available. I called ZITO to ask to put me back to 15mbps and to refund me for the month of service I did not receive on the higher plan. They said they could not refund me for service (even if I did not receive the service I paid for). I kindly thanked the representative for their time and told them I would be filing a complaint.Desired Settlement: I am not worried about the money, even though I feel like I was deceived and tricked into paying for something I did not receive. I simply ask the company to no longer sell 30 mbps service to customers when the company is aware from previous customer issues that the lines in the area will not carry speeds higher than 10 mbps.

Business

Response:

Re: Mrs. [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have attempted to reach out to this customer on 01/04/2015 and 01/05/2015. We have received voicemails each time. We did leave a voice message with this customer to contact us back. This customer is only subscribed to our Zito High Speed Internet which is up to 10 MBPS download. The speed the customer is getting would match what they are subscribing to at this point. We do see where the customer was subscribed to our Zito Super Speed Internet which provided speeds up to 30 MBPS. We did credit the customer back $11.00 for the time they had the higher speed internet and did not receive it. This customer has the option to upgrade back to the Zito Super Speed Internet should they wish. We will help them with this if they decide to upgrade. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Consumer

Response:

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

Review: I haven't been able to watch any of my cable channels for 3 months, since 12/23/2013. I keep calling they say there going to fix it week after week, but nothing has been done yet.Desired Settlement: Three months credit so far and I want it fixed.

Business

Response:

Review: A supervisor by the name of Nick tried to refund $53.17 that Zito owed us for cancelling our account early after they had charged us for a complete month and ended up taking $53.17 out of our account. When brought to his attention he said he was sorry. It took a day to get the $53.17 back that was taken out. That was the 26th of February. To this day, after many phone calls (including one from my bank) we still have not received the $53.17 owed to us for cancelling our services with them. All their equipment was returned so there is no reason they should keep any money. We cancelled on the 8th of January and they still pulledba full payment out on the 10th f January. Nick (Zito's supervisor) told out bank that they sent them (our bank) a confirmation number for the 53.17, but no money. Our bank stated that they could not give me the money if it's not showing as deposited by Zito into my account, Zito argued with my bank saying that is how they (Zito) do things. Many phone calls and arguments later, here it is the 8th of March and Zito has not put the money owed back in my account. I have asked to speak to Nick's superior and was told that the only person above him is the Vice President of the company and (in Nick's words), "Wouldn't do any good, because he doesn't talk to anyone in person".Desired Settlement: Would like our money back since it is owed to us.

Business

Response:

Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have contacted this customer on 03/09/2016 and confirmed the refund method would be his debit card. We have processed the credit in the amount of $53.17 to his debit card. We did advise the credit will take 2-3 business days to process. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. spoke with Ashley and was assured that the money would be in my account in 2 to 3 days. I am then to call her and confirm that it is in so she can remove my card from their files. I will know more then. Thank you for your timely help in this matter.

Regards,

Review: The cable company has terrible service. My monthly bill is about $179. I have been calling them for over 1 year regarding the cable channels not working. They have upped the bill several times but not resolved my issue. Several techs and supervisors have been at my house, they said a new type of home cable would fix it and it was still the same. I had to turn in that system and go back to an old system that does not work either. They will no longer return my calls when I ask to speak to a sup they usually hang up on me. I had refused to pay the bill due to the non working consistently issue and they turned me off then would only turn it back on if I used a credit card so they could automatically deduct mt payment should I be late or not pay, stating that f I blocked them from my credit card they would add an additional $30 fee per month. I did not want them to be able to access my credit card but they said they would keep it turned off until I allowed them access to my card! My channels do not work 3-4 days a week. I have exchanged several cable boxes but nothing seems to work. I have requested a new underground cable to be replaced or a new entire box at the pole, which is at the end of my driveway, but they will not.They already add a $5 fee for late charge, not everyone can pay everything on time so I understand the late charge but not the credit card thing!! This company was once Adelphia ([redacted] and [redacted]) and was sued and shutdown by the SEC and has been reopen up by other family members and changed the name. They are again in several states and none of them work correctly. There are several sites that complain about the service.Desired Settlement: I would like the entire cable re run from the road into my home as well as the entire box replaced out at the pole. Also I do not think they should be allowed to access my credit card if I am late paying. If they cannot I feel the bill should be adjusted every month until they can.

Business

Response:

Re: [redacted] Ticket #: [redacted] To whom it may concern, This is in response to case #: [redacted]. We apologize that this customer has had trouble with their services. We have had our Technician out on 09/06/2016. He had removed multiple splitters and installed one 8 way splitter with direct lines back to it. He had confirmed services are working well. We have followed up today on 09/07/2016 and confirmed all services are working. This customer does have $15.00 off per month until October 2016. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Review: I haven't had reliable internet service for 3weeks. There was an area wide outage that Zito media said was resolved after the 2nd week of unreliable service. Zito media indicated it would take another week to get a tech out to "fix" the problem. That's an entire MONTH without reliable internet connection. The best Zito media offered was $10 off my bill and another week without a tech to fix it. When I called customer service, Mitchell was unhelpful. No supervisor was available and no record of my earlier complaints other then Sept 4 & 6. Supposedly the area-wide outage from the previous two weeks was fixed. HOWEVER, my internet service remained unreliable. Mitchell also indicated that "like any another businesses, Zito Media couldn't bump customers in time slots to fix this issue." When I responded "like a any another business, no provided the service that you are in business of, for a month causes you to lose customers." - Which is what happened today. It's interesting that Zito Media cannot "bump customer timeslots" to fix a problem, BUT they can "bump customer timeslots" to disconnect service. There are only 2 options in this area: Zito Media and [redacted]. Both provide sub-par service. When will [redacted] or [redacted] ever came into the area?Desired Settlement: I want the entire month I was left without service to be unbilled. Zito Media didn't provide the service, so why am I paying for it. There should be no disconnection fee because if Zito Media did their job properly and technicians actually fixed the problems in a timely manner I'd still be a customer. I would LOVE for Zito Media to contact me directly.

Business

Response:

Re: [redacted]To whom it may concern:This is a response to complaint id [redacted]. I have reviewed the account and credited the account appropriately for the time the service was down. They also are still receiving the $10.00 off per month for three month discount. Thank you for your time in this matter.Sincerely,[redacted]Customer Service Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Zito Media credited me $10 off my bill for poor service. They had an area outage and the an issue specifically with the upload speed. This lasted 3weeks at the time of the Revdex.com complaint, now 4weeks. We were told it would take a tech ANOTHER week to get out to the area to troubleshoot. That's unreliable internet service with unusable capability.... let me emphasis, UNUSABLE upload speed. Which means Zito Media provided 1/2 of the services I pay for an ENTIRE month. The amount and length of time they are crediting me is not equal to half of my bill. Since they are only providing me half of the promised service, I should only be paying for the service provided. MOREOVER, the customer service representative was unhelpful. He told me Zito Media could not expect to pencil in appointments to fix outages when they have other appointments to keep. My service SHOULD NOT have been down for 3weeks, let alone another week to send a tech out. Zito Media is suppose to provide reliable internet service.....NOT lousy in internet service for a MONTH. I understand things happen..but a MONTH. Because the customer service representative gave the impression that while he was sorry there was nothing he could or would do to remedy the situation. A MONTH without reliable internet service is UNACCEPTABLE, so I told him to CANCEL my service.When the tech came out, we told him where the equipment was, so that he could remove it. - BECAUSE I CANCELED MY ACCOUNT. He said no, he was there to fix the problem. He worked on the connectors outside of the residence, which improved the download speed. - The upload speed, however, was still terrible. The tech suggested it was the computer.....the same NEW computer that worked just fine a month ago. We have no seen or heard from Zito Media since the tech left last week....who/when are they picking up the equipment. Yesterday, the upload speed magically returned to an acceptable level.Obviously, Zito Media does not take troubleshooting issues or customer service seriously. Because there are ONLY 2 internet providers in the area, my choices are EXTREMELY limited. I would even pay for satellite internet over Zito Media. Zito Media would be in extreme trouble if they had [redacted], [redacted], etc as competition.

Regards,

Business

Response:

Re: [redacted] Complaint ID #: [redacted] Attn. [redacted]To whom it may concern:This is a response to follow up for complaint #[redacted]. I have reached out to the customer about the issues described within this complaint. I have requested the customer to confirm if the service is working properly at this time. I have offered an additional full month of service on top of the credit she has already received as well as the monthly promotion she is on as well, to maintain Zito Media services and to compensate for the inconvenience and frustration of the month long outage of service.If she does not wish to maintain Zito Media service any longer, I asked her to return my call and set up a date and time for disconnection as well as equipment pick up. I am just awaiting the customers response as to how she wishes to proceed at this time.Sincerely,[redacted] Customer Advocate

Review: As of 09-21-2015, I have not had internet service for a week and 1 day (service interruption began 09-13-2015).

On 09-13-2015, I, along with other Zito Media customers who live in the area I do, contacted Zito Media about our internet issues. We were informed of an area outage. I can understand this, sometimes things happen. I believed the issue would be resolved in the next day or so, no big deal about this time frame.

I contacted Zito Media on 09-18-2015 in the evening, to see why service was still down (for me). Like I mentioned earlier, I have several friends and know many people who use Zito Media for internet, and by this time, they all had operational service. I still did not have service.

When I spoke with a Zito Media customer service representative, I was informed there was an outage in the area, but no technicians were available until 09-19-2015 between the hours of 8am and 8pm. I had made weekend plans for this day, but now that it has been almost a week with no internet, and being a college student who is taking online classes, it is becoming imperative I re-establish working internet. The customer service rep obtained my phone number, and stated the technician would call before [redacted] arrived.

I waited all day on 09-19-2015, and no Zito Media technician came to my residence, like the customer service rep had stated would happen. I talked with many people in my area who are Zito Media customers, and on 09-19-2015, I could not make contact with anyone who was experiencing internet service disruption.

I contacted Zito Media again on 09-20-2015 around noon, and asked why no one had arrived the day before, like it was promised. The woman I spoke with now, who called herself Lacy, did not address or acknowledge my question, but instead stated "there is an ongoing outage in the Palestine area right now, and our technician Jimmy is in the area. He will be over at your address shortly".

At this point, I had a hard time believing any technician would arrive to address what is probably a minor hardware problem. It is now 09-28-2015, and no technician has called me to explain why they failed to show up, when I should have generated 2 calls for service at this point.

Again, I am a college student who relies on a reliable internet connection to submit my work and assignments in on time. It is imperative that I have internet service. The kind of customer service, and the run-around that I have experienced is entirely unacceptable. Lacy, and the other customer service representatives I spoke with over the phone, seemed to have no intention on making sure I received service. They certainly did not have to lie about there being an area outage, when I spoke with many, many people around the surrounding area I live in, also zito media customers, who were not experiencing the issues I was and, over a week later, still am.Desired Settlement: Zito Media is becoming notorious for terrible customer service. Why it has been allowed to progress to this point, is beyond my understanding. I think it is more than reasonable to wish customer service representatives and on-location technicians be held accountable for failure to do their basic job duties.

Business

Response:

Re: [redacted] Complaint ID #: [redacted]To whom it may concern:This is a response to follow up for complaint #[redacted]. I have reached out to the customer about the issues described within this complaint. These issues have since been resolved and the customer has also been given credit on their account to compensate for any inconvenience these service issues may have caused. We believe this matter to be resolved to the customers expectations and desires.Sincerely,[redacted] Customer Advocate

Review: February 9th I called zito media to pay my bill off so I could get my internet turned back on that guy was nice he called me back to let me know that someone would be out February 11th between 1pm and 3pm to hook our internet up he came out said that he needed to get ahold of maintenance to hook another port up to the telephone pole well monday February 15th I had called back because the maintenance guy still hasn't showed up yet they told me they can can't give an exact time they'd be there but I waited and waited finally a week goes by still no maintenance guy so I called zito back and got the same answer I did when I called on the 15th they can't give me a time and day that he'd be showing up but this time the lady told me that if we can get maintenance out there than we can have the tech out there the same day well nothing that was about the 17th I called back I give him a few more days so we're up to a week and a half of waiting for our internet so I call zito back on the 22nd they told me the same thing can't give a time and day Thursday the 25th I stop down to the zito media office in emporium talk to the lady there she told me the same thing everyone else did so I go home and the maintenance guy was just pulling out he finally showed up after two weeks someone from zito media calls my wife and tells her that someone will be out Friday February 26th between 1pm and 3pm I was upset because the said if we can get maintenance out there than we can get a tech out there the same day Friday rolls around my wife gets another call from zito media saying that they are gonna have to reschedule for monday february 29th between 10am and noon now remind you that Monday will be two and a half weeks we've been waiting for our internet to get hooked up that's not right two and a half weeks just for internet.Desired Settlement: I think since we waited so long we should get at least the first month free

Business

Response:

Re: [redacted] Complaint ID 11176551To whom it may concern:This is aresponse to follow up for complain, #[redacted]. We apologize about the wait Ms [redacted] has experienced while waiting for her Internet services to be installed. The customer initially made payment for their collections balance on 2/9/2016 and requested that services be restored. We did have a delay in the Maintenance that needed to be completed. A new tap at the pole was needed for us to provide services to Ms. [redacted]. The maintenance was completed on 2/29/2016 and services were installed at that point. The customer was not charged for any services until 2/29/2016 when the services were installed and confirmed working. As a courtesy, we have applied a $15.00 credit to the account. At this time we feel there is no further credit due. We consider this matter closed.Sincerely,Ashley F[redacted] Customer Advocate Zito Media

Review: I can only receive about 1/2 of the TV channels I am paying for. This problem has been gong on since early December. They were scheduled to replace the drop line on 3/6/14 and did not do it but rescheduled it for 3/17/14 and did not notify me. Service personnel have been here several times in the last couple month but have not solved the problem. Tonight Zito offered me a $25 customer credit when I am paying $76 and not getting 1/2 of the channels.Desired Settlement: Fix the problem so I get all the channels

Business

Response:

Review: STAY AWAY FROM ZITO MEDIA!!!!!!

I moved, tried to get them to service my new residence (they are not in the area) and the gentleman I spoke to said that since they did not service new address then the early cancellation fees will be waived. NOW, I GET A BILL STATING that I have to pay $460 in Early Cancellation Fees. I didn't "cancel" service I MOVED, NO ZITO MEDIA SERVICE AT MY OLD ADDRESS OR NEW ADDRESS AND YOU WANT ME TO PAY $460. This is HIGHLY UNETHICAL BUSINESS PRACTICE OR I CAN SIMPLY PAY YOU FOR A SERVICE I DON'T HAVE. IN YOUR CONTRACT IT STATES THAT IF YOU MOVE, AND YOU DON'T OFFER SERVICE AT NEW LOCATION, THEN THE CANCELLATION FEES ARE WAIVED. WELL.............I MOVED.............YOU DON'T SERVICE NEW ADDRESS..............SO I GET PENALIZED FOR MOVING!!!!!!!!!

WORST BUSINESS PRACTICE EVER, HIGHLY UNETHICAL, STAY AWAY FROM THEM!!Desired Settlement: They waive the $460 Cancelllation Fee and Refund me the $61.06 I have already paid in when I didn't even have service but they sure auto-drafted my bank account anyway. VERY UNETHICAL

Business

Response:

Re: [redacted] Complaint ID #: [redacted]Dear Ms [redacted]Thank you for your patience while I looked into this issue a bit further. I wanted to let you know that Ms. [redacted]'s complaint has been addressed. It has been explained that although these charges are valid, as a sign of good will, Zito Media is reversing these fees and refunding her card for the last payment she was charged as well. We are hoping this will mend the relationship between the customer and Zito Media and leave things on a positive note. We value our customers greatly and we wish her all the best.Also, I am the Customer Advocate for Zito Media and have been handling Revdex.com complaints since 6/1/15. If you could possibly provide me access to these complaints on your website, this would be greatly appreciated.Thank you,[redacted] Customer Advocate

Review: I have been without cable since July 4, 2014, and I have been calling them to resolve the issue. I was told that a tech would be out on Monday the 7th. No show. Called back and the woman hung up on me. Called back and was hung up on again. Called back again and was able to talk to someone and was told a tech would be out on Thursday. Had an errand and missed him, supposedly he came, called back on the same day and was told they would call to see if he could come back. No show. Called the next morning and was told it would be the next Friday, July 18, before they could come out. I have called everyday complaining and been told that they are working on it and sorry. I called on Monday, July 14, and was told that a tech had an opening on the 16th from 1 to 3 and would be there. Did not see one, but when I called was told that he was out there and that they have to wait on a bucket truck, and that they are going to fix it in the order that they get it. I even asked if I am going to be credit for not having any service and was told $8.50. I told them that I was NOT paying for the month of July since I have been given the run around and aggravation of being hung up on and lied to on different days.Desired Settlement: To get the service that I have been paying for.

Business

Response:

This appears to be covered by another complaint.

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: as of the 25th of July 2014, I still do not have cable. I was told over a week ago that it would be fixed on the 24th of July, as was 2 other people who called them about my cable. It has not been fixed, yet. When I called them today, July 25. I was told that I should not have been told that it would be fixed on the 24th because it was a maintenance problem and that they do not know when it will be fixed.

Regards,

Business

Response:

This issue has been resolved today and customer's account has been credited appropriately for the time without service.

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: On May 7, 2014 [redacted] and I moved to [redacted], PA for me to take a job as General Manager with [redacted].On May 12 we contacted Zito Media requesting cable and internet connections.I paid my deposit and an appointment was made for the "next Wednesday".[redacted] waited all day and we finally called for them to say, "no we meant the next Wednesday". Since installation, we have had constant problems with the internet being down almost as much as it is up.We have contacted them a minimum of 9 times during this less than 3 week timeframe.Their most common answer to a question is, "I don't know."They admit they see there is trouble in the area, we ask if someone is out or coming out, they don't know.When can someone be there, they don't know.I finally lost my temper on Saturday while at home trying to work on line and demanded an appointment.Let me say, I had to demand it.I finally get an appointment for the following Thursday (today) between 8 am and 10 am.She repeated to me three times that someone had to be there.I assured her that we would be there.[redacted] stayed at home all day today waiting, when no one arrived around noon, I called Zito Media to be told that the technician had made the repair two days prior.First of all, I was not notified that they THOUGHT they made a repair causing [redacted] to wait all day and second of all, they did not verify with us that everything was working.Yesterday, [redacted] installed a program that tracks the number of times the internet is down and it was 70 times bwtween noon and 7:00 PM. When I called, the lady said she would have someone call me back.When I did not hear from them by 3:30 PM, I called again.They tried to put me off again saying that they see where the internet was down today only 4 times.I again demanded they send a technician to my house.She came back and told me that the first appointment they have is next Wednesday.I told her I would contact the Revdex.com and hung up. I am paying for a service that I am not receiving.Desired Settlement: I want the service running as it should be and I want a timely response.

Business

Response:

RF levels on this modem are well within spec and in fact are at the high end. The modem has not gone offline in 36 hrs (evening of 6/11-afternoon 6/13) and customer's usage in the last 7 days ranks 5th among 120 users on their downstream port. If there is an issue it is with the router, customer's internal network or the devices being used. One possible option is to swap the standard modem for a wireless modem/router. Those can be purchased outside of Zito or rented from Zito. The local office just outside the gate of [redacted] would have them available as well.

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Description: TELEVISION & RADIO-DEALERS

Address: 1718 Barlow Rd, Wickliffe, Kentucky, United States, 42087

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