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:06/05/2024

  Type:Product 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.

  I currently run a string of apartment complexes in ******** **. I use vyve internet service in my office and it is a preferred internet service for all 250 plus apartments that i manage. Our local waycross vyve has refused to run wires for my tenants at one of my locations and staff have even resorted to telling my tenants that I am at fault. My tenants have received several excuses such as our crawl spaces are too dirty, and that the complex has too many cats. However, we have had our crawl spaces professionally cleaned and barriers put down, and have had crawl space covers put in place so that no animals can enter. Vyve staff has also told the tenants that one of their employees was bitten bya snake on our property and died. I am begging for someone to intervene. Vyve is taking money from my tenants with no intentions of installing internet. I would like a formal explanation as to why they stopped running wires for this complex.

  Business Response

  Date: 06/19/2024

  Thank you for bringing this to our attention. We apologize
  for any frustrations these issues have caused. On 6/14/2024 the Technical
  Operations Manager and Director of Operations visited with you. It was
  explained that during the remodeling process for your apartment complex, the
  cable outlets where cut preventing us from performing an install in one
  apartment. A reimbursement was made for the apartment whose cable outlet was
  cut but paid for service. Plans to hire a contractor separate from Vyve was
  suggested, and offered to supply the coax cable as needed. Our Field Operations
  Team left their business cards for additional assistance. 
  
  Thank you for allowing us to work towards a resolution
  together.
  
  Regards,
  Vyve Broadband
  ******************
  (***) ******** 

• Initial Complaint

  Date:12/04/2023

  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.

  Vyve sells service that says they give a certain upload and download speed for internet service. The service they sell is not meet by the service they provide. I work in IT and helped at a retirement community in Clemson. I have multiple people in the community test the internet service that they pay for and they are not getting close to what they should for upload and download speeds. Vyve is doing a bait and switch on it customers and I would like it investigated.

• Initial Complaint

  Date:11/15/2023

  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.

  Vyve Broadband has acquired Community Cable and Broadband which has been the local cable internet, television, and digital phone services for decades. Since that acquisition, we have seen outage after outage due to their mismanagement of the local infrastructure. I, unfortunately, work from home following the 2020 COVID situation and we no longer have a local office therefore I have no alternative but to work from home. I have been a customer of Community Cable and ********************** since 2011 when I first moved into this home. Since that time, I've had one to two outages per year at most that had any lasting impact. In just the last 4 weeks, I've had 5 outages with two of them being several hours long. As I write this (from my mobile hotspot) I've been without internet for 8 hours and lost nearly a full day's worth of work due to not having full access to everything when using my hotspot.I'm reporting this to the BBB because all of their responses have been "We apologize for your frustration" when it's not frustration that's the problem, it's the fact that they've come into our town and destroyed the stability of our telecom infrastructure that had no issues until they started messing with it. At best, they've offered me a free month of service. That's not the point. A free month of service doesn't replace lost hours and wages at work. These companies need to be held accountable for failing to provide stable services per their service agreements with consumers. Apologizing for our frustration when we can't work is an unacceptable response and far from remediation. I pay them 90 dollars per month for their next to fastest service to support my work from home needs and they can't even keep it online.

• Initial Complaint

  Date:10/04/2023

  Type:Product 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.

  I moved to a new building transferred services and signed up for an auto attendant service in September of 2020. Shortly after I decided to change service to another company and cancelled the phone service with ****, keeping the internet and tv services. Each month the auto attendant fee was still being charged. No correction was made to my bill. I reached out to the local office on 3 occasions regarding this matter. The 1st time being within 3 months of the cancellation. Each time I was told it would be corrected but never done. On June 20, 2023 I decided to call the 800 number instead of the local number and thought I was getting somewhere. I spoke with a rep who directed me to ****** ****** in billing to get the issue resolved. ****** called me and fixed the bill. He determined that the refund would be in the amount of $889.70. He said that his director only approved a half refund due to the amount of time it had been. They were still taking my money up to the very date that I spoke with ******. They had been taking my money roughly about 18 months and no one did anything but then when its corrected I'm told I cant get all of my money back because they've been taking it wrongfully for too long? He then says he would have to speak with his regional director to attempt getting the full refund. I told him I will take a shot at the response of the regional VP to get the entire refund because it by no means was my fault as the consumer. He didn't call me back, instead I called him a month later on 07/19/23. At that time he told me he was still waiting to hear back from the regional VP. I called on 09/22/23 and spoke with a rep who stated that she would have a supervisor contact me....never happened. Called on 10/03/2023 and a rep stated that ****** was in a meeting and that he is the only person who can help. Each call no one could see notes made in the system , no case # nothing. The call on 06/20/2023 was recorded and can be sent as proof of the interactions.

  Business Response

  Date: 10/17/2023

  **** Response:
  We appreciate you taking
  the time to share your feedback. On 10/17/2023 our Commercial Revenue Support Manager
  was able to speak to you regarding your billing concerns. The remaining credit
  has been applied to your account as requested.  
  We
  thank you for bringing this to our attention and giving us the opportunity to
  work towards a resolution.
  Regards,
  ****
  Broadband

• Initial Complaint

  Date:09/21/2023

  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.

  Vyve Broadband is over selling markets and charging customers for bandwidth they do not have and making excuses to the customers why they are not receiving what they are paying for in several markets, just to make it look appealing so they will be bought out. They are doing this in several markets. Why is this allowed to happen they are not the only *** to do this. The general public do not understand and are trusting the *** and they are taking advantage of this, These people need to be protected and companies held accountable. They continue to bill customers for Bandwidth they never received.

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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.

  I contacted Vyve on 22 Feb 2023 To have my internet service disconnected, the representative went through the necessary steps to disconnect my service, to include giving him my forwarding address. I was told i would receive a final bill, as of today, i haven't received it. I received a text message from vyve on 18 March 2023 stating i have unreturned equipment and i have until April 17 to return it to avoid unreturned equipment charges. I called Vyve on 20 Mar 23 To notify them that i used my own personal internet modem. The representative pulled up my account and verified that i did use my modem, he them told me i have a final bill of $74.99. I ask him why was i being charged a full amount for internet when i hadn't used it, he stated it was policy because of the time frame i had my service disconnected.. I told him it was unfair for me to have to pay for internet that i did no use, he told me to contact Vyve via message and explain my situation to them, afterwards, i should hear from them within 24-48hrs. I haven't heard anything back from vyve. My bill was always paid on time and never missed any payments. This is wrong to force me to pay for something i haven't used. The last bill i paid was on 26 January 2023 for the month of February

  Business Response

  Date: 04/05/2023

  Vyve Response:
  

  We thank you for your feedback and apologize for this experience. Our Support member was able to speak to you regarding your billing concerns 3/31/2023. We reviewed your billing and added an adjustment.

   

  Thank you for allowing us to work towards a resolution.

   

  Regards,

  Vyve Broadband

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service 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.

  I was told by 3 different sales associates that I was set up for the affordable connectivity program and my service and installation would be free. I am on medical leave and not able to afford much. They signed me up and sent someone out to install my internet. I then received a bill from them. I spoke with multiple customer service reps and higher ups and they stated my service doesn't qualify for the program I was told I was signed up for. They were unwilling to even give me a discount. I am going to be disconnecting them and don't believe I should owe them anything due to them telling me I wouldn't when I signed up

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Apartment complex's high speed internet provided by this company has been operating on a damaged hard line on the company's side for 3 months. Attempts to ask the company to fix the problem have been unsuccessful. Local office seems to be black walling attempts made to contact them regarding it. Customer support is entirely out of the loop and all they can say is "We apologize for any inconvenience this is causing". Customers are still paying full bills for service that is unacceptable.

  Customer Answer

  Date: 02/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* *****

  
  

  
  

  
  

   

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service 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.

  During the month of august I signed up to have Vyve Broadband move our internet service from our past home where the service worked. During the entire month of august that the service was being provided, the service was not usable in any way. My roommate and I were forced to use hotspots from our phones to work on basic tasks for classes. I cancelled the service around the 16th of Aug in person when I returned the equipment they provided us. I talked with one of there customer service technicians and she proceeded to explain to me that she would begin processing an audit form for lowering the bill. I never received an update from anyone until i got another bill about a week ago from today Dec 8th for $108. I've never asked for a complete dismissal of the bill, I've only asked for a reduction that reflects the amount of usage during that month. The bill attached below is the last bill I was told I needed to pay.