Zito Media

To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize that this customer is still having trouble with her services. We have continued to work on this and have found a crack in a main line that we have repaired. There are unrelated signal level issues that have since come up that we plan on addressing this coming week. Due to the trouble this customer has had, we have credited all charges for the bill due 11/23/2016. This will cover charges from 11/11 – 12/10. This will ensure the customer is not charged for services until we are completely able to resolve this trouble. Sincerely, [redacted] Customer Advocate Zito Media

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

We have, yet again, had the same problems with Zito media. They are our only internet provider in the area and it is absolutely the most ridiculous service I have ever received. For one week our internet will work splendid. The next, it will reset every 7 minutes (I know because it got SO ridiculous that I kept a log). We have called on multiple occasions and for a while they swore our issue was our modem. So, last week they brought a new modem. It worked for one day. The Sunday after Christmas my husband called and was told it must be our router that was the issue. Zito media is quick to blame anything but the actual issue here. Our entire neighborhood has the same problems. Do we all have defective modems and routers?? I have tried to be nice, but I am paying $70 a month for [redacted] poor service and I have had enough.
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Desired Resolution / Outcome
Desired Resolution:
Repair
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Desired Outcome:
I want my internet to work. I want to pay for the connection I am receiving. I want a credit on my bill every [redacted] month for the internet I am not receiving. I do not want a visit from the same tech that cannot fix my problems. I do not want some generic response about how all is well. I want to pay for what I get. I want an immediate refund and internet that works.

Please review the following response to this complaint.  We feel this issue has been addressed and have been unable to reach the customer to confirm this.  We consider this matter to be resolved and this complaint should be closed at this time.

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


Zito Media


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
Follow up call to Mr. [redacted], left a message Looks like this was resolved, his modem was online.
Sent on: 9/8/2014 11:40:02 AM

Mr. [redacted]' speed issues have been addressed.  We have provided him with a newer model of modem and he has purchased his own wifi unit to avoid speed issues that occur with multiple devices running different operating systems.  Our wifi equipment was not designed to...

interact with multiple operating systems all connecting via wifi and therefore, this is what was causing the latency in his speeds.  We do not feel there is anything further needed regarding this complaint at this time.
 
Sincerely,
 
[redacted]
Customer Advocate

Mr. [redacted]'s speed issue has been acknowledged by our local technicians in his area and is a line maintenance issue we are currently working on.  We are hoping to have all necessary upgrades completed very soon and in the meantime, I have applied a $10 off promotion for the...

next 3 months to Mr. [redacted]'s account to compensate for the inconvenience of the known speed issue. We will be following up closely to ensure this issue is completely resolved as quickly as possible.
 
Sincerely,
 
[redacted]
Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That is ridiculous. I have reached speeds of 80mbps at other locations on all of my apple devices. This is not resolved. This is not an issue with my device as we had been reaching speeds of 40+mbps when Zito fixed this originally. This is not an issue with Apple devices. I will gladly provide screen shots showing that the phone can reach those speeds with other ISP's and Netgear routers. [redacted] and [redacted] have quit responding to my emails after they specifically mentioned providing the upmost attention to my issue. I don't want it to come to this, but the amount of time I have spent and the amount of money I've spent getting less than 10% of what I'm paying for is forcing my hand. I am asking for a 100% refund of all funds I have given to Zito for faulty internet.
Also, the tech did not bury my cable completely. He just simply hit it under my deck and if he would have buried it like he said he would, my dog would not have been able to pull the cable out. I am also requesting a new drop in the exact spot I am requesting. His laziness is a prime example of why Zito fails. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My issues most certainly have not been addressed. The only two non-Apple OS devices in our house rarely connect to wifi. We have tested with only one device connected (Per [redacted]s direction) with similar results on both the Zito Media provided router/modem and the new modem and the wireless netgear gigabit router I purchased on my own. The router I purchased can handle up to 1 GB download speeds, yet I still only average around 10mbps on a good day when I pay for 65. I refuse to pay full price for receiving less than 15% of the advertised and paid for package of 65mbps.  
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
There are lingering issues remaining with my service, but I will work with [redacted] and her team to get those resolved.
Regards,
[redacted]

This is in response to complaint #[redacted].  Mr. [redacted]'s drop line burial has been completed as he has requested.  This was completed on 7/16/15. I have attempted to reach Mr. [redacted] by phone on 7/20/15 to confirm this has been completed to his satisfaction, however, I was...

unable to make contact and there was no voice mail for me to leave the customer a message.  As far as we can identify, this issue has been resolved and nothing further is required to satisfy customers complaint.
 
Sincerely,
 
[redacted]
Customer Advocate

First of all I am a currant customer of Zito Media and I have used their service now for nearly 5 years. I should be in excellent standing with them in that I have never missed a payment. I have TV-Internet-Telephone. When I first took on their service they asked for a credit card number and wanted to debit my account. I requested that I be sent a paper bill and not have my card charged due to the vast amount of card thief problems going on. I was assured my card would not ever be even used as long as payment was received in a timely manner. About 6 to 8 months ago I was told my card had become out of date and they needed a new nard number. I explained to them I did not want to pay by card and my fear of someone obtaining my information and miss using it. It was obvious they did not care about my concern or my payment history.

I am not a person who complains at any little things. About 6 months ago Zito Media raised the price to $130. a month. I called and was told that I should be happy because other were paying much more. I explained to the Customer Service Rep. I did not believe I was getting premium service for the amount I was paying. I was rudely talked to, I asked to speak to a Supervisor and was disconnected. That particular day I ended up talking to numerous people and got no where. At this time I started requesting the name of Zeto Media CEO/President and address of their home office. Needless to tell you I was denied all request. I was told it was totally against company policy because of possible retaliation on my part and the only I would ever get that information was to file a law suite.

Four months ago I received a bill now for $160. It said I was late and that was a late fee. I telephoned Zeto Media once again and they said because I do not have a card on file my bill was coming in late. I explained to them I always write a check within one to three days and send it. Zeto removed the $30. penalty. This charge occurred three months ago, two months ago and again this month. What I learned from Zeto Media is that my billing cycle ends on the 27th day each month. I never understood if Zeto Media does their own billing or they use a third party. I live in East Texas and I am guessing, but fairly sure it does not take 10 days to get a bill from Pennsylvania to my mailbox, not my bill back to Pennsylvania. Now how long does it take Zeto to post? No one has that answer. Zeto Media considers your bill is delinquent the next day, in my case the 28th day.

At the time of this writing February 6, 2018 I received a Past Due billing and a $30.00 fee. The post mark on the Past Due bill is January 31, 2018. Is this legal? I soon will find out. I looked at Zeto Media Revdex.com report card and it is a B-. I am going to take my problem to the Texas Attorney General office and to the Pennsylvania Attorney General office.

Now for TV. There is not a day that goes by I can consider I have a perfect picture on all channels. Some channels are very snowy, frozen picture, or not even on. It is not premium service, but it does have a premium price

I am a former customer of zito media and if you were to ask me to come back or refer a friend my answer would be HELL no! They are the biggest con artists I have ever met they will tell you one thing and do the exact opposite! NEVER use this company!

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