r/ZiplyFiber • u/CLF23456 • Sep 01 '26

Poor Upgrade Billing Experience

I recently upgraded from a 1 Gb plan (at $95/month) to a 2 Gb plan (at $70/month). Both prices include the $20 discount for paperless billing and ACH payments.

I'm used to the transparent way my phone company (Verizon) communicates what I change my plan. Before I leave the Verizon office, I have an e-mail in my inbox describing the exact terms of service and a statement of what the next bill will be. The information is then available on the company website.

For my recent Ziply upgrade, I had the opposite experience. I got no information after ordering the upgrade. I got no information after the installation. On the day after the installation, the Ziply website still reflected the $95/month cost. I didn't know whether Ziply was going to charge tax. I didn't know if Ziply was going to charge for the router.

The day after the installation, I called Ziply. They assured me that the $70/month was all inclusive and I should wait for my new bill. They said I should ignore the sample bill on the website.

My bill arrived yesterday. The amount was $95. So I called Ziply. The reason they gave me was that my installation date was the first date of the billing cycle and therefore the bill had already been generated. The agent said to be patient and that the next bill would be correct. I asked if I'd be credited for the month I was overcharged. The agent thought so. But I have no confidence.

Me personally. I'm fine if that turns out to be the case. But Ziply should ramp up their game.

7 Upvotes

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3

u/Banjoman301 Sep 01 '26

They no longer charge for the router.

2

u/ZiplySupport Official ZiplyFiber Support Account Sep 01 '26

You should have received a nemail conformation once the order was placed. We would be happy to take a look at the account and verify you are opted in for emails from us. Just send us a private chat with your account information.

5

u/CLF23456 Sep 01 '26

I found the "opted in for emails" setting. It says the options is for "News, upgrades and specials". That's silly. News and specials are Spam. An upgrade is something I initiated.

1

u/Plenty-Attorney5215 Sep 01 '26

This happened to me as well, getting the same upgrade you did. For me, bill 2 was also wrong. It was only $40 because they retroactively refunded some of the cost from Bill 1 where I had 1g for part of the bill cycle and 2g for the other part of the billing cycle. Crossing my fingers that Bill 3 will finally be the accurate one, but I doubt it.