Complaints

This profile includes complaints for Vyve Broadband, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vyve Broadband, LLC

  707 Saratoga St Shawnee, OK 74804-2761

• 

  Vyve Broadband, LLC

  1501 W Mississippi St Durant, OK 74701

• 

  Vyve Broadband

  1108 W Main St Forest City, NC 28043

• 

  Vyve Broadband

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  Vyve Broadband

  2504 Westwood Road Westlake, LA 70669

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:07/22/2023

  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.

  Back in December of 2022 I contacted Vyve Broadband due to me needing to find a more reliable internet company for me to be able to work from home. From mid December to mid January the speeds were as promised. Then we started noticing little dips in the internet here and there. I contacted them and they told me there were 0 issues, and just restarted the equipment. Fast forward a couple of months and the internet issues are ridiculous. It's stay stable for maybe two or 3 hours, and then drops and we have to fight to get internet back, they never answer the phone, and I either get a message saying internet connectivity is intermittent, and they don't know when it's coming back up, or nothing at all. They never send a message telling us that internet will be out. No one ever calls, and it's just overall poor mananagement and customer service. I see now that it's only my money that is wanted. My thing is why am I not being credited for loss of internet considering how many hours of work I've lost.

  Business Response

  Date: 07/26/2023

  Thank you for your feedback. We apologize for any frustrations this may have caused you. This is not the experience we want for our customers. On 7/25/2023 our Support member discussed your concerns with you over the phone. A Vyve technician has been scheduled to come to your home and escalated your concerns to our Technical Operations Manager in your area. We will follow up with you to ensure all your concerns have been resolved.
  
  We thank you for the opportunity to work towards a resolution with you.
  
  Regards,
  Vyve Broadband 

• Initial Complaint

  Date:07/14/2023

  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 attempted to return unused eqiputment and was told I could not , then they would not assist with the affordable broadband connectivity program. I have emailed, sent messages through their web contact form, called on 3 seperate occassions specifically regarding the *** status with no help. Additionally, I tried to file a customer service complaint in reagrds to the terrible and disrespetful treatment I suffered in their retail store. Finally, I am not receiving the service level of broadband in fact it's always 50% less than I am paying for. Please help, as I would like to return my unused equipment (eero wifi device), and have my *** program credits added and a formal apology for the treament at the store and in interacting with corporate customer service.

  Business Response

  Date: 07/18/2023

  We appreciate your feedback and apologize for this experience. This is not the experience we want for our customers. We have attempted to reach you by phone to follow up regarding your concerns. An email was sent to provide additional assistance. Please let us know if we can assistance further.
  
  Regards,
  Vyve Broadband 

• Initial Complaint

  Date:06/29/2023

  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.

  Until January of this year I was with CenturyLink(since 2012). I had dealt with the complacency, unhelpfulness and rude attitudes from them for too long. So in January 2023 I switched to Vyve when I learned that it is cable internet and should be much faster and most importantly, reliable.My first month of using ************ was honestly unreal. I never thought in my life I would finally see blazing fast internet or a stable connection, but unbelievably I had 200 Mbps download and plenty on the upstream too. It was a dream come true and all too soon was it gone when the ice storms hit us in ********* ***** lines were down and damage to the city was massive. A branch had fallen on our cable line and knocked it down, isolated from any other lines which were untouched. The internet never came back on and I had requested that a technician come out to look at it and help me out but no one ever showed up. After about a week or two I went outside to pick the line up and reattached it to the side of the house, which partially worked. I have had intermittent signal ever since.The last two weeks have been the worst where I've had internet for all of a few hours, collective.I've submitted two tickets on the Vyve website, one several months ago and another just a few days ago. A technician finally came out about two weeks ago in response to the first ticket and "took a look at the line" and had called me on my personal phone number to let me know since I work on the ambulance, and I had no idea he would be at my residence that day. He said that I could call him if anything wasn't working, and he'd return to help but that isn't the case. I was waiting for him to come today and was going to hand him $200 in cash to show my gratitude for someone finally HELPING but he hasn't shown or returned my call.I'm an EMT working 168 hours every two weeks and going to university full time to get my paramedic. I'm desperate for help and don't have any. Account # **********

  Business Response

  Date: 07/03/2023

  Thank you for your feedback.We apologize for any frustrations you have experienced with our service.On 6/16/2023, we had a line technician make repairs from storm damage that occurred at your home. On 7/3/23 a Support Specialist spoke to you over the phone to schedule a service appointment for 7/7/23 to have our Vyve technicians investigate further. We have also applied a credit to your account for the service appointment dates 6/13-6/16 and 7/3-7/7. We will continue to investigate your concerns to ensure your issues are resolved.

  
  We appreciate the opportunity to work with you on a resolution.
  

  Thank you for your loyalty,
  

  Vyve Broadband

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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.

  Active duty military soldier on April 27, 2023 scheduled disconnect of service for May 30, 2023. Recently discovered that the request for disconnect was canceled the same day April 27, 2023 without my consent. I am now being billed for service at a residence where I no longer live after moving half way across the country. Being told I can only write a letter to the office or go in person to resolve it. After calling customer service three times and getting connected to the same person all three times with no help I've decided to report them.

  Business Response

  Date: 06/16/2023

  Thank you for your feedback. We apologize for any frustrations this experience has caused you. This is not what we want for any of our customers. On 6/16/2023 our Support member attempted to reach you by phone. We reviewed your account and verified it has been inactivated. An adjustment for Junes billing was made. We left a voicemail and sent an email to inform you of this.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 06/19/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/08/2023

  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.

  On May 19th, there was an outage affecting where I am in the ********** area. Since that outage, I have been getting constantly disconnected typically once every ***** minutes, with **** minutes of the internet remaining disconnected/attempting to reconnect. From May 24th, I have had 4 techs come out to check to see if they can resolve the issue. None of them successfully resolved the issue. They all stated that the signal was weak and "boosted" the signal. I have been told by techs that others around me have had a similar issue, but the techs don't know why the issue is occurring. At least two of the techs have escalated the issue to "maintenance", but no one at **** knows what maintenance does or when they will do something or have done something. On Monday, June 5, a tech was scheduled to come out from 10am to 12pm to potentially install a modem from **** to see if it was a modem issue. On Sunday, June 4, I received screening notification texts from **** regarding the appointment on June 5. One text read as: "Your **** install is scheduled for Mon, 06/05 from 10am-12pm. Please click: {link} for important information about your appt." and the other text read as: "Your **** repair is scheduled for Mon, 06/05 from MAINTENANCE. Please click: [link] for important information about your appointment." On Monday, June 5, I received a text at approximately 9:13am that read as: "Please take our **** post-appt survey, click: [link] Not satisfied? To chat with an agent, click: [vyve url link] Reply STOP to opt-out". I assumed that "maintenance" had already come by given the time of the text. The tech did not arrive until 11:30am. The rep I spoke to was under the impression that "maintenance" and the tech were the same person, which the tech denied. A tech came by Wednesday, June 7th and only changed a coax cable. I am still getting disconnected. It's almost like **** wants me to cancel my service with how they have failed to fix the issue and properly escalate it.

  Business Response

  Date: 06/12/2023

  We thank you for your feedback and apologize for this experience.  This is not what we want for our customers. Our Support member spoke with you on 6/8 regarding your complaint. We escalated your concerns with the internet service to our Technical Operations Manager and will follow up with you to coordinate for a home visit to further investigate your service issues.
  
  We appreciate the opportunity to work with you towards a resolution.
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20159463
  
  I am rejecting this response because: I have been told that this has been escalated and a "*****" or "******" came by to do the same thing all the other techs have done, to tell me that the issue is probably in the line, and that my issue is similar to ones that businesses on the other side of the highway (Highway 70 west of ******) have been having. How long have those businesses had these issues that have also still not been resolved? I get the impression that **** sets something up and then hope that it never breaks because they will not know how to to about fixing it.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/26/2023

  We thank you for your feedback and apologize for this experience. Our Support member spoke with you on 6/21 regarding your complaint.  We reviewed your account and escalated your concerns with the internet service to our Technical Operations Manager. A technician visited your home on 6/23 to investigate your service issues. One of our modems was installed and this improved your internet signal.Our Support member followed up with you on 6/26 and discussed your concerns with the Wi-Fi speeds. You agreed to get an Eero Pro 6 installed to help with your Wi-Fi experience. We appreciate the opportunity to work with you towards a resolution.

  
  Thank you for your loyalty,
  

  Vyve Broadband

• Initial Complaint

  Date:05/11/2023

  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.

  Here it is a MONTH later and I am back again, this company seems to have no regard for any sort of customer service. They advertise Gig speeds and its anything but, not even half the advertised speeds woth THEIR OWN recommended equipment. Filed a complaint on 4/1 and as usual they reach out to do damage control, as I write this, internet is out for the literal 19th time since the last complaint, and no sight of resolution. I will be terminating my service in the A.M. and going with their leading competitor in my area. Again, do NOT use this provider.

  Business Response

  Date: 05/12/2023

  Thank you for your feedback. We apologize for any frustrations you may be experiencing with your service. We attempted to contact you on 5/10/2023 and 5/12/2023 to schedule a technician to your home to further investigate your concerns. We left a voicemail.
  
  We appreciate your loyalty and look forward to working towards a resolution with you.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:05/04/2023

  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.

  I have been trying to get someone too my house to restore my internet and tv service since the 19th of April 2023I have called vyve broadband 2 dozen times almost every time Ive been lied to every one I know 1 block south of me has services and they are still charging me money for services I do not have at this time they dont care about their customers only money thats it please help me resolve this issue or please fine them thank you.

  Business Response

  Date: 05/08/2023

  We apologize for any frustrations this may be causing you. On May 5, 2023, we escalated your concerns to our Technical Operational Supervisor. We are actively working to fully resolve the service issues you are experiencing. On May 8, 2023, a member from our Support Team attempted to make contact with you by phone to follow up. We left a voicemail. 
   We appreciate your patience and thank you for your loyalty.
   Regards,
  Vyve Broadband

• Initial Complaint

  Date:05/03/2023

  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.

  The internet services provided have been inconsistent for me for the past few months, with the issue really being bad since February 2023, and the last 3 weeks have been worse than ever. I've been consistently contacting the support line to get help, I've upgraded my package, I've allowed them to replace coax from my box to my modem, they ran a fiber line from their node to my house, they've swapped out modems and routers, and my services continues to be very poor. I have not received replies to the emails I sent, I do not receive call backs from the field manager like I'm told I will, the technicians either show up at a time I'm at work (even though I've asked for my visit to be later in the day to avoid taking off work repeatedly to fix this issue) or they just don't show up at all. I've provided more proof than I'm sure is required for them to deem my issue a high priority, and yet, they continue to be horrible.

  Business Response

  Date: 05/06/2023

  We appreciate your feedback and apologize for this experience. This is not the experience we want for our customers. On May 3, 2023 our Support member attempted to reach you by phone. We escalated your concerns to our Technical Operations Manager for review. Our Technical Operations Team is working to rectify the bandwidth issue on your node to resolve your internet concerns.Once this has been completed, we will follow up to ensure resolved and credits applied to your account.
  
  Thank you for allowing ** to work towards a resolution with you. We appreciate your loyalty.
  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: My issues have not been resolved. They sent a technician out to test the internet and said everything was fine, that they only guarantee 75% of the speeds being offered. Im getting below 75%. I visited their office earlier that day and they did a test and it increased my speeds for about 4 minutes, then it was bad again. They confessed there is a single user on my node that is using LARGE amounts of bandwidth and their test was power cycling the users modem. They told me there was nothing short term that can be done to fix the issue. I will not be paying full price for my internet package if they will not fix the issue. Vyve is stealing money from the citys customers by allowing this one user to hinder everyone elses speeds and not even supply 75% of their speed package.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/12/2023

  Thank you for your feedback. We apologize for any frustrations you experienced with your service. On 5/10/2023, our Technical Operations Manager contacted you regarding steps we are taking to resolve your service concerns.We will follow up regarding resolution and adjustments to your account.
  Thank you for your loyalty. 
  
  Regards,
  Vyve Broadband  

  Customer Answer

  Date: 05/15/2023

   
  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.

  They finally fixed my service and it has been reliable since. They moved me to a different part of their network to prevent my speeds being impacted by a heavy user on the node.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/14/2023

  Type:Billing 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.

  On February 27th of 2023 I paid for internet service. Was told an install would be done the following Wednesday. That didnt happen. Was told a can we serve needed to be done to service me. On March 6th I had someone reach out to me and said we were able to be served. This is the last time I have had anyone from vyve reach out to me. I have called every week for an update. Nothing. Was told to go to the office, so I did, on March 31st. Spoke to the *** myself, was told he would come out and verify the ability to serve, never did. Here it is April 14th, and I still dont have internet. The lack of communication is appalling. I have been waiting for internet service for almost 7 weeks, and cant get a straight answer from anyone. I have lost out on multiple jobs due to not having internet service. Do better Vyve.

  Business Response

  Date: 04/18/2023

  We thank you for your feedback and apologize for this experience. On 4/15/2023, we attempted to reach you by phone regarding your concerns. This has been escalated to our Technical Operations Manager to review further and we will be following up with you with updates.
  
  We appreciate the opportunity to work towards a resolution with you.
  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 04/20/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/01/2023

  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.

  My wife and I have had Vyve off and on for multiple years, solely because until recently they were the only option with decent speeds, which we need being an internet only home.The service is TERRIBLE, we currently pay for their "Gig" speeds, which is NEVER a Gig and 90% of the time it isn't even HALF of that, there are little to NO contact points for this company outside of their business hours, and the service is down at LEAST once a week, and unusable more than that. If you reach out to them they want to apologize and SOMETIMES, will apply a credit, but they never do anything to solve the actual issue. Do NOT use Vyve, terrible service, terrible customer service, all around a terrible experience.

  Business Response

  Date: 04/06/2023

  We thank you for your feedback and apologize for any frustrations. This is not the experience we want for any of our customers. On March 3rd and 6th, our Support member attempted to contact you by phone and an email was sent to discuss your concerns. We escalated your internet service concerns to our Technical Operations Manager to review. We will follow up with you to ensure all service and customer experience issues have been addressed.
  
  Thank you for allowing us to work towards a resolution.
  
  Thank you,
  Vyve Broadband