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Business Profile

Information Technology Services

Vantiva

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Information Technology Services.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 am filing a complaint against Vantiva USA LLC (formerly *******************) regarding non-performance of the ***** Surfboard S33 modem (Serial Number: ******************* and the company's deceptive business practices and violations of consumer protection law.Since installation, the ***** Surfboard S33 modem has been unable to maintain internet connectivity. Per *****'s guidance, upstream and downstream power levels were adjusted to the recommended ranges, the Signal-to-Noise Ratio (SNR) have been excellent, and noise is not detected on the line connected to the modem. The ***** Surfboard S33 modem is marketed as a high-performance device suitable for multi-gigabit internet speeds. However, numerous consumers, including myself, have reported similar issues, including intermittent connectivity, overheating, and unresponsive customer support. These widespread problems suggest that the product does not meet the advertised specifications, constituting false advertising and misrepresentation.I have interacted with ***** customer support on multiple occasions, including but not limited to the following dates: 10/13,18, 11/6,14,28, 12/14,29 in 2023 and 1/20 in 2024. The interactions resulted in reiteration of basic troubleshooting or non-response. Recently, during a chat interaction in Dec 2024 with ********* *., the agent failed to identify her or the escalation team and abruptly disconnected the chat without resolution. I also did not receive the transcript of the chat interaction as promised by *****'s stated policy. Moreover, ***** advertises that their live chat support is available Mon-Sun 6a-10p MDT. However, the chat service has been offline during these hours on multiple non-holiday occassions without posted notice. Furthermore, I was not notified that Vantiva had acquired ***** from *********. Per the ***, the ********-**** Warranty Act requires that any changes in warranty terms, including changes in ownership, be communicated to the warranty holder.

    Business Response

    Date: 01/02/2025

    Hello BBB of ***************,

     

    Please review the attachment for complete details of our response.  Per customer satisfaction, we will offer a full refund and will require a valid proof of purchase from Mr. ************* A pre-paid shipping label will be provided to Mr. ****** to ship his S33 and a refund will be issued after we receive the modem.  We apologize for the inconvenience this may have caused.  We are consistently improving our products and services for better consumer experience.  

     

    Regards,

    ARRIS Consumer Support Team

    Customer Answer

    Date: 01/02/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    I reached out to Arris but was unable to receive assistance from a US-based agent that could assist with the returns process. The proof of payment has already been provided to your company.

    Regards,

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


    Business Response

    Date: 01/03/2025

    Better Business Bureau:

    On December 30, 2024, we received an invalid proof of purchase because the image was altered.  After receiving a second proof of purchase which included the order number and purchase date, the refund request was approved.   On December 31, 2024, we provided a shipping label and Mr. ****** confirmed the pre-paid label email was received.  A refund check will be mailed to the address we have on file after the S33 is received by our Returns department.  

    On January 2, 2025, Mr. ****** informed our Consumer Support to not proceed with escalating the case to US based office and will proceed with the refund process.  

     

    Regards,
    ARRIS Consumer Support

    Customer Answer

    Date: 01/06/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    The US-based customer service team failed to reach out. There are endless possibilities regarding how a company can postpone addressing an issue.

    Regards,

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

  • Initial Complaint

    Date:12/18/2024

    Type:Order Issues
    Status:
    Resolved
    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 refuses to provide firmware update information such as version number.

    Business Response

    Date: 12/20/2024

    This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by **** ****** regarding the request for the firmware version number.

    According to our records, Mr. ****** called our Consumer Support on December 18th, 2024, to request the latest firmware version of their S33 cable modem.  Our Consumer Support team provided support in good faith. 

    DOCSIS standards dictate that the service provider must distribute firmware updates to cable modem devices.  The end-user cannot simply install an update like most other network-enabled devices. ***** develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  ***** has limited control or visibility on distribution by the service providers.

    We recommend Mr. ****** to reach out to his service provider for the latest firmware available for his S33 modem. We apologize for the inconvenience this may have caused.  A supervisor will reach out to Mr. ****** to address additional concerns on this matter.  

    Customer Answer

    Date: 12/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me given the requirements and standards for DOCSIS. I don't agree with the standards as it removes the rights of the consumer but it is satisfactory.  Thank you.


    Regards,

    **** ******

  • Initial Complaint

    Date:12/17/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ordered an Arris Surfboard S34 on 12/11/24 , but did not receive an email confirmation nor tracking number from Arris. On 12/12/24 the charge went through on my card. ***** has no working support number nor any chat function that works to get a hold of someone, you get redirected a community support forum. This is un-sat for a business to not send a tracking and not to have legitimate support. The community forum moderators direct you to the Arris consumer support which takes you right back in a circle; not getting anything resolved. ***** is practicing shady business techniques to egt people to purchase their equipment. If I would have known this I would have gone with the competitor. I would like a tracking number for the S34 I purchased and for ***** to provide REAL customer support. This company needs to be investigated and ******** addition , I reported this to the BBB the other day but ***** is now owned by Vantiva I found out. I emailed Vantiva and no response . I still have not received my tracking number nor my order. At this point this company stole my money .

    Business Response

    Date: 12/20/2024

    According to our records, Mr. ***** reached out to our Chat Support on December 18th, 2024, to process the return for their Online Order. 

    We consider this matter resolved and apologize for the inconvenience this may have caused.  

  • Initial Complaint

    Date:07/09/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Tried to contact Vantiva via their website to report the following: A package from Vantiva SCS was apparently sent to me sometime in April, 2024. Searching the tracking number resulted in this notice from ***** "Tracking/Confirmation Number ************************** Your item departed a shipping partner facility at 8:07 am on April 10, 2024 in *******, ********. A delivery date will be provided when **** receives the package.Status On Its Way to **** Class of Mail Unknown". I never received such a package from Vantiva, nor am I aware of having requested anything from Vantiva SCS, and have no idea what this is about. Can you provide any answers to this mystery? Thank you very much.Since I'm not a "business" as such I was unable to access their contact service, & would like to hear from them regarding any information they might have about the situation described above.

    Customer Answer

    Date: 07/08/2024

    There is NO INVOICE since I didn't order anything nor did I pay any money. My request is for CONTACT with the company only. Please reread my text. Thanks.

    Business Response

    Date: 07/12/2024

    Hello Mr. ****************** you for bringing this to our attention.  We forward the details to the appropriate department within Vantiva SCS.  They may reach out to you if additional information is needed.

     

    Best regards,
    ****************
    Consumer Support Escalation Manager

    Customer Answer

    Date: 07/15/2024

    Better Business Bureau:

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


    Regards,

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

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