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.

Review: This company has been unprofessional at best. For months I have had slow internet. I make call after call and they "will send a tech out" only to call me the day they tech is supposed to come out and say that they have some hardware that needs replaced and it will be better in a few weeks if I hang in there with them. I pay for business class service as I work from home and get about 20% of the bandwidth I pay for. The last few weeks I have called and they will give me a $10 discount each week I call but assured me it would be fixed in a "couple weeks". Tonight I called and they said they will have to send a tech out to replace the modem......a MONTH from now. By that time it will have been over 3 months that I have gotten around 20 percent of what I am paying for.Desired Settlement: First, I want credit for the last three months. I can't work from home with speeds at .5 by .5. Second, fix it!!! There is an entire [redacted] page called Zito Media Sucks and they have an F rating with the Revdex.com!

Business

Response:

move to DOCSIS 3.0 CMTS occurred last night. Moved customer back from 10M to 20M HSD service again. Restarted that promo period to provide full 6 months and added $10 credit.

Review: I called and got my internet installed from zito media on june 17th 2013. they promised me download speed of 20mbps. the next day after I got my internet installed the download speeds dropped and changed constantly every minute to every day. they are ranging from ,24 to 13.48 to 3.42 to 11.87 to 20 mbps.I called them intsantly , they promised someone would come out last thursday the 20th .no show then they said someone would come out the 21st again a no show, then they scheduled me for today the 27th again a no show, they have my phone number yet fail to call me and tell me they cannot come. I have stayed home from work 3 different times. I saw them yesterday in my area ,yet they couldnt even come to mey house. then they sent me a bill for $43, I havnt even had the service 30 days and horrible service at that.Desired Settlement: I want them to fix my internet and credit my account completly to 0 for all this inconvience.

Business

Response:

A technician was dispatched and went to customer home on 6/29 to replace the drop which was causing signal issues. He is planning to follow up with higher guage wire the following week. Customer was issued a credit of $15 for her issues which is about half of a month's service price.

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:

Regards,

they did do some minor fixes but never showed up to replace the wire they said they were going to replace, my upstream numbers are way to high there fore affecting my download speeds , it took me 6 mins just to bring up my internet explorer. I have paid a computer tech $45 to come to my house to make sure this was not my computer problem. he said my upstream numbers are way to high afffecting my speeds on the internet.your upstream numbers need to be lower than at least 45 to get a good speed on the interent..although my download speeds are good the upstrem numbers are slowing it down,

Business

Response:

The technician is scheduled for a follow up to get the new wiring on the drop, however, the speed by which Internet Explorer opens will not be impacted by the new drop in any way. That is clearly a PC related issue. It is only once IE is up and running that the connection to the Internet can be measured.

Business

Response:

Technician was sent back out to customer's home. Signal levels are now within spec.

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:

Regards,

they have not yet come out and fixed the cable draping out over the front of my gutter. they said they would fix it.

Business

Response:

Appt is set up for hanging cable line and promotion has been restarted to accommodate the issues.

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,

Consumer

Response:

Complaint Detail

Review: Internet service is not working for days on end, when I called customer service they forgot to dispatch somebody out over and over. When I requested to speak to a supervisor they flat out refused to pass the call to one.Desired Settlement: Billing adjustment for days with no service and an apology.

Business

Response:

Tech was dispatched at time of report (5/4) and the issue was not happening then and two times on Monday 5/6. The first time the customer was not home; the second the job was completed. On 5/7 the modem shows online with usage and steady RF levels.

A supervisor returned a call to customer and left VM at [redacted] with 1 hour of call where customer insisted she speak with supervisor.

Review: For the past three months my internet service has been horrible. It will be on during the day, when I am not home, and goes off and on all night. I have called into the service desk multiple times to set up appointments, most service reps have been extremely rude except for a select few that I have complemented. I have been told multiple times that someone would be out to fix my issue that day, only to stay home from work on multiple days to have no one show up. I would call in again to be told the ticket was still open and someone would be out, again no one showed. Call in a few more times to find out that I had been rescheduled a week later! If I didn't keep calling in I would have never known. I was down for a week two separate times and didn't get any credit either time. At this moment I have been without for 16 days, will I see credit probably not!!!!! When I call in I am always told it is equipment on my end, my router. I explain that it is NOT my router because the lights on THEIR modem show I am not connected. There is an obvious issue with the wiring outside of my home and it needs attention. According to Zito help desk my modem is the only one offline in my area. I only have cell phone service over my internet so when it goes down so does my phones. I have multiple paid subscriptions that I have also missed out on since I don't have internet. If I am down much longer I am taking my business else where and will NEVER recommend this company to anyone. Service guys are the only ones I can credit for this company, they are nice and do their best to try and help.

Product_Or_Service: Internet Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel I should be refunded for the total month that I have been without service. The last time I called in and was told I would be refunded I never was, in fact they raised my bill by $1.00 and didn't credit me one cent!!!

Business

Response:

To address this issue, the account has been credited $35.50 this month. I have a tech going again tonight to see if can get modem back online this evening. Have a senior line tech scheduled tomorrow to take a look at the return and verify lines are feeding proper signals and service is working appropriately.

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. I did not receive credit on my bill yet, but called again (about the 15th time this month) and was told it was on my account so we will see. I do want to make it very clear, my issue was NOT with my service technicians but with the rude, unhelpful, uncaring CRM staff. There are only a few good workers there and if it wasn't for the CRM [redacted] and the dispatch supervisor [redacted] I would not still be a customer. The line repair guy that came to my house and my service techs are great, they could be amazing if they were provided with the proper aquiptment to actually fix problems instead of having to make additional work orders that require more time. Please make sure these people get the credit they deserve!

Regards,

Review: Upon installation of my cable and internet, the technician blindly drilled several holes from the inside to the outside for the cables and in doing so he cause significant damage to the siding on the outside house. In an attempt to hide this mistake the technician pulled some of the siding from the home and now it just hangs there unattached. I contacted Zito Media and sent them pictures they sent out a supervisor who agreed it could not be repaired and needed to be replaced an ask me to get an estimate and submit it to him for payment. I did everything they ask and now 5 months later they refuse to take or return my call's. my siding still not replaced. moisture has gotten under the vinyl and mold is starting.Desired Settlement: I would like Zito Media to pay the estimate submitted for replacement of the damaged siding as agreed previously.

Business

Response:

Shay B[redacted] is actively working this with [redacted]. It is being handled through that channel.

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: Mr. B[redacted] has made me a ridiculous offer to settle this complaint of far less than 10% of the total damages. The total damages are as follows $ 37,887.88 At the time of the incident the damages could have been corrected for $26,165.91 from the company doing the repairs but that offer has now expired and the total to correct the damage is back up to the 37,887.88.

Regards,

Business

Response:

This is not being worked through this channel. All discussion will be funneled through Mr B[redacted]

Review: phone harrassment , an operator from a call center about 18.00 that was left over from a bill I payed on 2/10/2014, I told the operator I would come in on my next payday on febuary 28, 2014 to pay the 18 dollars settleing the matter , I was called again after that .Desired Settlement: I had just got just got home from work when they called me again and was trying to rest , I would like an apology for disterbing me without cause, after I had already settled the matter.

Business

Response:

We apologize for the inconvenience, but bad debt is an issue for us as a company and in the area that the customer resides in particular and so is given a lot of focus. Unfortunately the arrangements were overlooked when the call was made and we will make sure no further calls occur unless the payment is not made on 2/28 as arranged.

Review: This will not be the first time I have had to file a complaint here to get something done.

I called on 1/14 to report my modem offline and no internet. After troubleshooting was told a tech would be here Friday. I go without internet (which I work from home) until then and my oldest daughter came back to let the cable guy in Friday. He put in a USED MODEM that was as dirty as the trunk of a car. Did not fix the problem and left. After repeated complaints that night it was escalated and I was told someone would call me back yet Friday even.

Nobody did. I called again Saturday and a tech came out. Put a new modem in. That worked for a few hours and then back to going offline all the time. I called another time this morning and the gentleman was to monitor it and call me with the problem if it went offline again. I got home at 6 and it was offline 5 times before 9. I called back and was told nobody could get here until the 24th!!!

So I have now had my daughter take an afternoon off work, sat here for an entire saturday, had three different cable modems and two different technicians and I have to wait 4 more days?? That will be a total of 10 days without internet.

What service provider allows a customer to be without service for 10 days? What company puts a dusty, dirty used modem in a customers location as a fix?Desired Settlement: Tell me if you can fix it! If not, I will switch to DSL. If you can fix it - a couple months free would be nice for this hassle as its cost me over 1000 dollars to not have internet for a week. How ironic I have to use the hotspot on my phone to file a complaint online because my modem won't stay connected that long......

Business

Response:

A different technician was sent to the customer's home on 1/22/14 to repair the issue. His work did not involve swapping the modem but has raised and normalized the signal levels on the modem for the past 8 hours. A credit was applied to the customer's account today to accommodate the inconvenience.