Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of Vyve Broadband home internet services. Our State in particular my current town of residence was hit with a Hurricane Helene on 9/26/24. We lost all power, internet and phone services from 9/26/24 to power restoration on 10/16/24. Internet services and telephone lines were still being restored after power was restored. My billing cycle for Vyve Broadband was 10/3/24 - 11/2/24, my account number is *********** the monthly amount for services was $188.64. Much to my surprise, I of course recieved a full bill for this period. I took the bill into my local office and inquired why I was billed for a month we had NO service and I was told to disregard the bill and wait for an adjusted bill. I ultimately closed my account on 10/28/24, which was before the end of my billing cycle. I recieved additional bills for November and December showing a balance due along with late fees, again I returned to my local office and was told disregard, they are working on credits. I called ************ the phone number on my bills and asked to speak to a manager to which I was told there was not a manager and any inquiries should be made on line. They sent my account to a collection agency and applied a $89 credit to an already inflated bill due to late fees. $89 isn't even half a month of service credit for a service I did not have at all. So they owe me a credit from 9/26/24 to 10/3/24, because my bill for Sept was paid in full. Then a credit for 10/28/24 to 11/2/24, because my account was actually closed and equipment was returned. Even though or power was restored on 10/16/24, Vyve Broadband never provided and service to this address for the billing period they are charging me. They have also reported this account to my credit reporting agencies as a delinquent account which has caused my credit score to drop by 75 points. I called again today and was transferred and placed on hold 40 minutes before being disconnected. Please Help!!

  Customer Answer

  Date: 03/04/2025

  There was 1 additional bill in December, which I am unable to locate at this time. There was an additional late fee of $7 added to that one as well. It was the last bill I recieved, so I assumed the credit I was told to wait for had finally been applied. 

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company in the last 2 months has begun charging 5$ extra per month for not using their auto pay system. This isn't a promotion to knock 5$ off but a fee tacked on to my exist bill.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hometown was in the direct path of Hurricane Helene. I was without power for 15 days and without VYVE services-cable, internet, and home phone for 53 days. Vyve doesn't want to credit me for the 53 days I was without their services. I cancelled cable and home phone and kept internet services with them. As of 12-11-2024 Vyve cut off my internet service due to not paying for the time I had no service. I am willing to pay for the internet service I used for two weeks.

  Business Response

  Date: 01/13/2025

  Thank you for taking the time to reach out. We apologize for any frustrations this experience has caused you, as we do not want this for our customers. On 1/7 our Support Specialists attempted to reach you by phone. A review of your account has been completed and adjustments applied towards your final bill. A credit in the amount of $123.67 was provided for days without service after Hurricane Helene. In addition to this, we also applied a credit of $104.27 for service calls after restoration was complete for your area. A balance of $250.46 is due on the account.  An email was sent to advise of this resolution.
  
  We appreciate the opportunity to review your concerns further.
  
  Thank you,
  Vyve Broadband