Ziply Fiber

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• ziplyfiber.com (official site): https://ziplyfiber.com/
• Residential customer service, 8am-9pm PST, 7 days: 1-866-699-4759
• Business customer service, 8am-5pm PST Mon-Fri: 1-866-947-5988
• Phone bill payment, 8am-5pm PST Mon-Fri: 1-866-843-7730
• Executive team (issue escalation): [email protected]
• My Account login (view and pay bill): https://ziplyfiber.com/myaccount/login
• Final-bill help line (per Help Center final-bill article): 1-888-488-0032

Locations

Ziply Fiber billing, cancellation, final bill and complaint steps: what the company says (checked October 12, 2026)

Ziply Fiber is the trade name of Northwest Fiber, LLC, a fiber internet provider in Washington, Oregon, Idaho and Montana. Its own pages (opened October 12, 2026) are the first place to look for account steps; this section quotes them and then lists the public complaint routes if the company does not resolve a problem.

Contact. The contact page lists residential customer service at 1-866-699-4759 (1-866-MYZIPLY), 8am to 9pm PST, Monday to Sunday, a chat window, and says technical support is available 24 hours a day, 7 days a week by phone or chat. For an unresolved issue it says: 'you can email them directly at [email protected]'.

Billing disputes. The Residential Services Subscriber Agreement says the customer is responsible 'to report to Ziply Fiber billing errors within 30 days from your receipt of the bill' and that errors not reported within 30 days 'are waived'. Report a disputed charge in writing or chat as soon as it appears and keep the date and a record of the contact.

Cancelling. The Help Center article 'Cancel Your Service' says you can cancel or place the account in a temporary vacation status 'by chatting with a live agent, or calling us', that 'There is no fee to cancel fiber service', and that Ziply Fiber has no contracts: 'You can cancel at any time.' Its final-bill article says 'ETF does not apply to residential services' and that early termination fees apply to commercial plans that cancel before the end of a promotional term.

Final bill. The final-bill article says to expect the bill 2 to 4 weeks after disconnect, that billing is on a 30-day cycle 'billable 30 days in advance' and that you are responsible for the full 30 days; autopay is not de-enrolled, so final charges are included in the last autopay payment. It also says 'If you cancel after your bill date, your Ziply Fiber services will remain available through the end of your billing cycle', that online bill pay can be used for an additional 30 days after the disconnect date, and lists a help line for final-bill questions, 1.888.488.0032. For a credit balance it says refunds between $5 and $500 are issued as a pre-paid MasterCard (up to 2-3 billing cycles) and refunds under $5 or over $500 as a check (up to 60 days).

Equipment. The final-bill article says: 'Be sure to return your Ziply Fiber equipment within 45 days of your disconnect date to avoid extra charges.' The Help Center's Equipment Returns page says to return equipment 'within 45 days of your service change to avoid unreturned equipment fees', describes a free UPS label or QR barcode return process, and lists unreturned-equipment fees by model (for example $300 for a TP-Link HB810 router, $100 for a Commscope NVG448B router and $150 for a Nokia F-010G-F converter).

Price changes, late fees and outage credits. The Residential Services Subscriber Agreement (introductory paragraphs) says Ziply Fiber 'reserves the right to modify the terms of this Agreement and/or prices for the Services' by posting changes online and that a change is effective when posted on the Ziply website. Section 2(d) says late charges 'may be assessed, subject to applicable law' and that the current late fees are in the Price List or Tariff. Section 7(a) says that if there is a complete failure of Service for more than 24 hours for reasons within Ziply Fiber's reasonable control, it will provide a prorated credit 'if you request one within 30 days of the interruption or failure'.

Disputes that go further. Section 12 of the agreement requires individual arbitration through the American Arbitration Association for a dispute that cannot be resolved, excludes class or representative actions, carves out small-claims cases, and requires notice of a dispute within one year (billing disputes within 30 days). Read the current agreement before relying on a specific right.

Public complaint routes. See the regulator section of this page for the FCC, Washington Attorney General, Washington UTC (telephone service), Oregon PUC and BBB routes.

Ziply Fiber regulators: Washington 2020 Frontier Northwest settlement terms and 2025-2026 UTC dig-law matters

Washington Attorney General assurance of discontinuance (Frontier Northwest, July 2020). The Attorney General's July 8, 2020 release says Frontier Communications Northwest would pay $900,000 to resolve an investigation that began in 2018 after more than 600 complaints, into whether Frontier Northwest adequately disclosed fees in advertising and sales and whether it misled subscribers about internet speeds. The assurance of discontinuance posted by the Attorney General says Frontier 'neither admits nor denies' the State's findings, and that the agreement is 'not an admission or finding that Frontier violated the Washington Consumer Protection Act'. The $900,000 payment obligation is placed on Frontier Communications Corporation, and the document says the payment obligation 'does not apply to Northwest Fiber, LLC or any successor of Frontier's operations in Washington State'. The document says it is intended to bind Frontier, defined to include 'any other related entity, assignee, or successor' that sells internet and cable TV to Washington consumers, 'and any successor in Frontier's operations in Washington State', and that the conduct provisions last ten years from entry by the Thurston County Superior Court. Its terms include disclosing the monthly base price, estimated taxes and fees, one-time fees and cancellation fees at the time of sale, and an order confirmation within three business days. The Attorney General's release says the majority of the $900,000 'will be set aside for restitution for impacted Frontier Northwest customers' through a claims process, and that the Utilities and Transportation Commission 'approved a sale agreement that requires Northwest Fiber to invest $50 million to improve and expand Frontier's broadband infrastructure' as a condition of the May 2020 sale. The document I opened is the version the Attorney General posted with the release; I did not open the court's entry order, so how the terms apply to Ziply Fiber today is not stated here.

Washington UTC dig-law (excavation safety) matters, 2025 to 2026. The three Washington Utilities and Transportation Commission dockets below arise under the state's underground-facility damage-prevention law, chapter 19.122 RCW. They concern locating buried lines for excavators, not consumer billing. Each document was opened on the UTC's document service on October 12, 2026, and each notice is addressed to Ziply Fiber Northwest, LLC.

• D-260603: $10,000 penalty assessment (service date August 25, 2026), mitigated to $5,000. The notice charges two violations of RCW 19.122.030(4)(a), 'failing to provide information to an excavator as to its locatable and unlocatable underground facilities, no later than the work-to-begin date', on June 2 and June 8, 2026 at 6001 192nd Street NE, Arlington, WA, in cases 26-056 and 26-058 filed by Infrasource Services LLC, at $5,000 per violation. In its August 27, 2026 response Ziply Fiber wrote that it 'acknowledges that the violations occurred' and asked for a reduction to $2,000, citing, among other points, a system error associated with a downed server in one case, conflicting site information in the other, no injury or property damage, and corrective steps it listed (an Arlington records audit, quality-assurance protocols for locate requests, locator training and mapping improvements). Order 01 of September 11, 2026, titled 'Granting Request for Mitigation', reduced the penalty to $5,000 ($2,500 per violation) and ordered payment within 14 days; the docket's statement of account shows a $5,000 payment dated September 24, 2026 and a $0.00 balance.
• D-250373: $1,000 penalty assessment (service date August 25, 2025), with $800 later imposed. The notice says the Commission believed Ziply Fiber violated RCW 19.122.030(3)(a) 'for failing to provide the excavator with reasonably accurate information by marking the location of its facilities' at 23002 2nd Avenue SE, Bothell, WA on April 14, 2025, after the Safety Committee heard case 25-025 filed by Dig Law Advocates on behalf of Shoreline Construction. Ziply Fiber's September 9, 2025 memorandum contested the violation, saying the wire that was cut was a drop wire that its distribution plant definition excludes. Order 01 of September 24, 2025, titled 'Denying Contest of Violation', offered to suspend $800 of the penalty if Ziply Fiber paid $200 and committed no further chapter 19.122 violations within 12 months. A UTC notice dated September 4, 2026 says that on September 25, 2025 Ziply Fiber admitted the violation, accepted the offer and paid $200, and that because of the D-260603 assessment the suspended $800 'is now due and payable'; the statement of account shows an $800 payment dated September 24, 2026 and a $0.00 balance.
• D-250748: $2,000 penalty assessment (service date November 3, 2025), rescinded December 2, 2025. The notice, which refers to case 25-076 filed by Dig Law Advocates on behalf of Shoreline Construction, said the Commission believed Ziply Fiber violated RCW 19.122.030(7) by denying an excavator's request for reasonable compensation. Ziply Fiber contested the assessment on November 17, 2025 and, in a letter from its counsel, described it as the second complaint filed by Dig Law Advocates on behalf of Shoreline Construction arising out of the same incident as D-250373. On December 1, 2025 UTC Staff recommended rescission because that provision 'is not one subject to penalties under the Commission's jurisdiction'. The Commission's December 2, 2025 Notice Rescinding Penalty says it 'rescinds the penalty of $2,000 assessed against Ziply' and that the docket is closed; the statement of account shows a $0.00 balance.

Other regulators. No FCC enforcement order and no consumer-protection action by a state Attorney General against Ziply Fiber after 2020 was identified in the sources checked on October 12, 2026 (the pages cited on this page). That statement is limited to those sources. The dig-law dockets above are the Commission's excavation-safety matters, not consumer-protection actions.

Where to complain. The FCC page 'Filing an Informal Complaint' says internet service complaints can be filed at fcc.gov/complaints or by phone at 1-888-CALL-FCC (1-888-225-5322) and that you should try to resolve the issue with your provider first. The Washington Attorney General has a File a Complaint page (atg.wa.gov/file-complaint). The Washington UTC has a File a Complaint page and regulates telephone service, not wireless. For Oregon telephone service, Ziply's Oregon Customer Rights page says the Oregon PUC's Consumer Services Division can help with a dispute not resolved by the company and lists 1-877-877-9392.

Ziply Fiber background: Northwest Fiber, LLC, Frontier's former Northwest operations, BCE ownership

Entity. The Residential Services Subscriber Agreement defines Ziply Fiber as Northwest Fiber, LLC and its affiliates and subsidiaries providing the services, all doing business as Ziply Fiber. BCE's release names the company it bought as Northwest Fiber Holdco, LLC (doing business as Ziply Fiber). BBB lists 'Northwest Fiber LLC dba Northwest Fiber of Washington LLC' as an alternate name.

Origin. Ziply Fiber's About page says it 'formed in May of 2020 when it acquired the Northwest operations of Frontier Communications' and was started by former Wave Broadband executives. Frontier Communications Corporation's Form 8-K says that on May 1, 2020 it completed the sale of its operations and associated assets in Washington, Oregon, Idaho and Montana to Northwest Fiber, LLC, 'formed by WaveDivision Capital, LLC in partnership with Searchlight Capital Partners, LLC', for a purchase price of $1.352 billion in cash, subject to adjustments.

Current owner. BCE Inc.'s news release of August 1, 2025 says BCE completed its acquisition of Ziply Fiber for C$5.0 billion (U.S. $3.65 billion) in cash and the assumption of net debt of approximately C$2.6 billion at closing, and that Ziply Fiber is 'an independent business unit of Bell Canada, a wholly-owned subsidiary of BCE Inc.' headquartered in Kirkland, Washington. The release also describes a partnership with Public Sector Pension Investment Board (PSP Investments), Network FiberCo, to develop fiber infrastructure through Ziply Fiber. Ziply Fiber is therefore not a subsidiary of Frontier today; Frontier is the company that sold the Northwest operations in 2020.

Legacy documents. Ziply Fiber's Terms and Conditions page still lists 'Former Frontier Communications Documents' (for example Former Frontier Residential Internet Service Terms and Conditions from 2015 and 2017) and 'Frontier Secure' identity protection and multi-device security terms, so a customer who moved over from Frontier may see Frontier-era terms and product names.

Size. The company's About page says it serves Washington, Oregon, Idaho and Montana and has offices in more than 25 cities and towns. BCE's second-quarter 2026 report lists 'Bell CTS U.S.' high-speed Internet subscribers of 445,525 and attributes that segment to its acquisition of Ziply Fiber on August 1, 2025; that is BCE's own subscriber measure and is not a figure published by Ziply Fiber.

Ziply Fiber complaint record: BBB and Trustpilot as displayed on October 12, 2026

All counts below are shown as displayed on October 12, 2026 and are kept separate; they are not added together.

• BBB profile 'Ziply Fiber', PO Box 1127, Everett, WA: not BBB Accredited; BBB Rating 'Not Rated' with the stated reason 'The business is in the process of responding to previously closed complaints'; '348 total complaints in the last 3 years' and '110 complaints filed in the last 12 months'; customer reviews '4.61 /5 stars, Average of 1,338 Customer Reviews'. BBB's raw page data lists the file opened on April 27, 2020, business started May 1, 2020 and incorporated June 27, 2019. BBB displays an alert dated July 17, 2020 citing consumer complaints about billing and customer service issues, including allegations of time spent resolving billing issues, unauthorized withdrawals from bank accounts and diminished service depending on location. BBB states that complaint text shown may not represent all complaints filed. In a business response dated September 23, 2026 to one complaint displayed on BBB's complaints tab, Ziply Fiber wrote that the customer's statements showed a promotional discount with an expiration date of June 19, 2026 and that the monthly price 'is not a promotional rate and is subject to change at any time'; that is the company's reply to one complaint, not a published pricing policy.
• Trustpilot, ziplyfiber.com: an unclaimed profile with 54 reviews and a score of 1.5, of which Trustpilot's page data lists 35 reviews in the last 12 months; Trustpilot states it does not fact-check reviews. These Trustpilot figures are separate from the BBB figures above.
• Own archive: usacomplaints.com has no approved complaints linked to Ziply Fiber at this time.

Review sites record what customers wrote, not findings of fact about the company, and complaints are allegations. The company's own contact and escalation options are in the first section of this page.

Is Ziply Fiber Legitimate?

Ziply Fiber is the trade name of Northwest Fiber, LLC, which provides the internet, phone and related services described on ziplyfiber.com in Washington, Oregon, Idaho and Montana. BCE Inc. reports it as a business unit of its wholly owned subsidiary Bell Canada, acquired on August 1, 2025. Washington UTC dig-law dockets from 2025 and 2026 are addressed to Ziply Fiber Northwest, LLC at 135 Lake Street South, Kirkland, WA (the regulator section lists each docket's outcome, including a $2,000 assessment the Commission rescinded on December 2, 2025), and the company publishes its own phone numbers, chat, payment address and cancellation instructions (see the first section). Customers report both positive and negative experiences on review sites; the figures are in the complaint-record section. To confirm that a call, text or email is from the company, log in at ziplyfiber.com or use the numbers on its contact page.

Court & Public Records

Company Relationships

• Owned by: BCE Inc.

Frequently Asked Questions