20240909Formal Complaint.pdf

FORMAL COMPLAINT
AGAINST ZIPLY FIBER
FROM MIKE AYERS
208 842 2288
5140 HWY 14 GRANGEVILL ID. 83530
TO WHOM IT MAY CONCERN
I request that all information obtained by your office be included in this Formal
COMPLAINT.
I had my phone installed in 2013 with FRONTIER. At this time with all taxes it was $44.95
a month now it's $82.00. I asked a while back why it cost so much now and was told that
it cost a lot to service and maintain the network. If this is the case then why don't they
Service and Maintain the network, as they should under the Fiduciary Duity of their
Contract.
A short time after having my phone hooked up I had to call in my first of many work
order to come, for my line not working or to much noise on it, or going up and down.
The last work order with FRONTIER before they sold it to ZIply was because I had been
down for 31 days. I had started to collect names on a petition for a class action
lawsuit, I had 87 names and more to come.
I talked to the vice president of FRONTIER about this and he said to mail him a copy of
this to him , which I did.
RECEIVED
Monday, September 09, 2024
IDAHO PUBLIC
UTILITIES COMMISSION
CTC-T-24-01
It was not long after this, that a team was sent in to Elk City to work on my work order. I
was told by one of the engineers that they were to do whatever it takes to get me up and
working so they won't lose the sell to ZIply.

With FRONTIER I had approximately 20 to 30 work orders called in.
Both with FRONTIER and ZIply they only come into the area once a week to work on
problems, and if they can't get all of the work they leave and come back the next
week.
Now ZIply is my phone provider and I have had approximately 20 to 30 work order put
in and worked on the same way.
ZIply took over the responsibilities of maintaining all the phone lines in this area when
they bought out ZIply.
Some of these work order were taken care of in a

One week but many were not for weeks. I talked to one of the technicians who came
out, and he said they were told that ZIply did not want to put any money in this area.
A couple years ago I had put in several work order s and still had the same problem.
ZIply sent in Lane to install a Star Link system so I could have a phone while they tried
to fix my work order. It will not work in area because I have a mountain on my north side
in the way of the satellite. So I had to have my phone, it took a while to get my phone
working somewhat.
I was having so much trouble and putting in so many work order that ZIply had a
reperzintive named Balinda Smiley to put in my work orders and give credit where
needed. Until this last problem where she would not answer or return my calls as I
asked her to.
I started having problems on June 13. 2024 with my line going up and down at all times
of the day, sometimes for hours at a time.
On July 24.2024 I called in a work order to the 800 number. On July 25 I got a call from a
ZIply technician one of the times my line was working and he asked if he could wait till
the next week to work on my line, because I was the only work order he had for this area. I
said that would be OK since I had a line sometimes. Ten minutes after this my line went
down . He said he would come by the next week and shak my hand and let me know what
was going on. He never did.
My work order was never worked on and taking out of system as repaired. I called in
another work order this time to Richard Jayo , this work order was
Cleared out of the system as repaired but it was not.
I called Richard Jayo to put in another work order which he did. And told me to call the
800 from now on. He said he had done about all he could.
I received a text message from ZIply on July 10th saying All set, repairs completed
We've completed our work and your ZIply FIBER appointment is complete. Which it was
not.
I put in another work order because my line was still down. On July 16th I got another
text message saying the same thing as the first saying all repairs are done Again not true.
I've been told by ZIply employees that they do this to make it look good.
I have these text messages on my phone if you need them. I shows they lied about the
work on the work orders.
I called the 800 number to put in another work order for the same problem and was told
I could not put in a work order as my line was being looked at. This made it look like line
was working. To cover their backs.
At this time I called your office an U.S. Senator Mike Crapo office and asked for their help
again as they had helped me the last time with FRONTIER.
I've had to drive to Grangeville to make calls and get messages three times a week 34.5
miles each way costing approximately $17 per trip for almost two months.
ZIply got my line back up around July 20th because of the work your office and Mike
Crapo office did because of the federal law pertaining to 911.
They had to bring in Lane, your office knows who he is, who use to cover this area and did
go job of it, the only one who cared about the customer. The technicians who now cover
this area don't know how to work on this equipment because they have not been trained
on it, as I've been told.
All of us on this line just want to be able to rely 0n 0ur phone to call out incase of an
emergency, or to stay in touch as most of us are over 70 years old and need this for many
reasons.
I would like to fill like a valued customer and not an inconvenience when I have to call in
a work order as I did on this problem.
ZIply sent your office a letter and not me, saying that lf I want the line replaced, which is
not what I asked them to do I would have to pay ZIply
I made a mistake and don't know how to change it. The date ZIply got my line back up was
approximately August 20th 2024 not July 20th 2024. After almost two months down.
$2,164,945.59 to replace the line which is theri responsible, and what do I pay .you bill
for.
They want me to pay for the line so I can pay them a monthly bill for a line I paid for. Don't
know about you but this sounds like a He'll Marry to me and just crazy.
As ZIply wants to play this game of putting it on the customer I think it's only fair that
ZIply be made to replace this line and maintain it has should have been doing all the
time.
As ZIply FIBER name says I think that the new line should FIBER.
ZIply should have to honor the Fiduciary Duity in the contract, they took on when they
bought out FRONTIER.
I have a new contact at ZIply Rachel Lockhart 1 888 488 0303. 4402006 who sent me text
message saying ZIply was going to give me credit for my down time. I called her to let her
know that I had paid bill all the time my line was down and she would have to credit it
any new bills. Have not heard back as usual.

Thank You for all your help.
Mike Ayers

Please call 1 208 842 2288 if you need to contact me.