If you need to disconnect your Ziply Fiber services and close your account, you may have questions about your final bill and the charges you'll see. Here's what you need to know.
When should I expect to receive my final bill?
You will receive your bill on your regular monthly billing date. Allow 2 to 4 weeks after you disconnect service.
How are the charges calculated?
You have been billed based on a 30-day cycle, billable 30 days in advance. You are responsible for the full 30 days no matter how close you are to the beginning of your bill cycle. Your billing cycle dates are easy to find on your bill.
If you cancel after your bill date, your Ziply Fiber services will remain available to you through the end of your billing cycle.
What are all the extra fees on the bill?
- Early Termination Fee
If you cancel service before the end of a special promotional offer and its subsequent renewal periods, you are liable for and agree to pay to Ziply Fiber the applicable early termination fee (ETF). Please refer to your bill to determine the dates of your promotional service terms.
- Broadband Internet Disconnect/Processing Fee
If you choose to disconnect your broadband service (after your first 30 days of service), a $9.99 processing fee will apply.
- Miscellaneous Services and Charges
You may see outstanding charges which can include Long Distance, Video on Demand, Pay Per View, and more.
A sample list of final bill charges you may see.
How do I pay my final bill?
Pay as usual—through autopay, online, myZiply App, by phone, by mail, in person, or Agent-Assisted Payment. If you use Ziply Fiber's online bill pay service, you have an additional 30 days after your disconnect date to access the system to download your past bills, pay your bill, and more.
For your convenience, autopay is NOT de-enrolled. Any final charges (toll, Early Termination Fee, or other) will be included in the final autopay payment.
What if I have a credit balance and Ziply Fiber owes me a refund?
For refunds between $5 and $500, Ziply Fiber will issue you a pre-paid MasterCard, which may take up to 2-3 billing cycles to arrive.
For refunds under $5 or over $500, Ziply Fiber will issue you a check, which may take up to 60 days to arrive.
Please be sure to give us your correct mailing address if you’re moving.
How do I follow up once I disconnect my service?
If you have any billing questions, contact us.
Be sure to return your Ziply Fiber equipment within 45 days of your disconnect date.
To avoid extra charges, you must return the equipment (internet routers, DVRs, set-top boxes) that you have been leasing from Ziply Fiber.
It's easy to return your equipment
- On your disconnect date we'll send you a prepaid return mailer. If you're moving, let us know your new address and when you'll get there.
- Pack up your equipment in the boxes we send you. Use the shipping labels we provide.
- If you need more boxes or labels, order them on our returns page.