Business Profile

Cable Installation

Vyve Broadband, LLC

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

138 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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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:03/10/2023
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.
Absolutely no human being is available to speak to. Weve been down more than days than working which is to be expected during an unprecedented snow storm. Five minutes of rain and internet is gone with no ability to speak with any actual person. Local office listed as closed temporarily. How much data overage is expected for customers to absorb??
Business Response
Date: 03/11/2023
We apologize for any frustrations this may be causing you. On March 10, 2023 our Support member was able to discuss your concerns over the phone. We appreciate your feedback and taking the time to talk with us regarding this experience. We will work to continue to improve customer ********************** regarding outages and have applied a credit to your account as discussed over the phone.
Thank you for allowing us to work towards a resolution.
Regards,
Vyve Broadband
Initial Complaint
Date:03/07/2023
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.
It's been exactly one month that **** has started the installation process for wifi. I was sold a product, not told all of the steps it would take to install, had to wait on multiple to come, lay lines etc before it was installed. I've asked multiple times for phone calls back, to please contact me before someone comes to my home so that I could work with them on the installation and the proper areas. In one month only one person has called me back at my request. I finally have wifi after a month and now I am left with unused cable lines left in my yard, it wasn't cleaned up and the line wasn't buried properly. I can't seem to get a call back or to get this issue resolved. Is this how vyve does? Do I have to do my own clean up and line burial?
Business Response
Date: 03/11/2023
We apologize for any frustrations this may be causing you. This is not the experience we want for our customers. We have reviewed your concerns and are working with our Technical Operations Manager to resolve. We will follow up with you to ensure all concerns have been addressed.
Thank you for allowing us the opportunity to work towards a resolution.
Regards,
Vyve Broadband
Customer Answer
Date: 03/13/2023

Complaint: ********

I am rejecting this response because: I am still waiting on someone to come and bury the line correctly, this will be the 3rd time they've had to bury it. No one has addressed the impact on my yard having to re-dig a trench in my yard. There has been no offer to compensate or make up for this hassle, inconvenience and the absolute horrible customer service I have received.

Sincerely,

*********************
Business Response
Date: 03/20/2023
Thank you for your feedback, we apologize for any frustrations. On 3/15/2023 the Technical Operations Manager went to your residence to discuss your concerns with you and complete the drop bury. We applied a courtesy credit to your account for this experience.
We appreciate the opportunity to work on a resolution with you.

Regards,
Vyve Broadband
Customer Answer
Date: 03/21/2023

Complaint: ********

I am rejecting this response because: I have asked for a contract/paperwork regarding my account and account information. I have not been provided such. I have no clue what my account number is, I have no clue when my billing cycle is, I have no information about how long I am at the rate I am at, no idea on my own personal rights as a customer, the obligations that **** has a company. Nothing. So to say they've applied a credit to my account...What account? Please someone let me know. The line was buried, additional damage was caused in my yard because of this.

Sincerely,

*********************
Initial Complaint
Date:03/07/2023
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.
So I had Northland. They got bought out, I upgraded to the highest package 1 gigabyte. I have been receiving less 20% sometimes as bad as 10% or less. I have been on the phone with them since last week. I had technicians at my house on Friday, Saturday, and had to still had to call twice on Sunday. Still on the phone waiting for it to be fixed. The technicians specifically Aaron a supervisor should not have a job. He can not operate technicians. It took two with three visit to just do one job not for lack of material but lack of pride to do a job right. And as a of today these were my speeds. False advertising at minimum theft of service…. Borderline.
Business Response
Date: 03/10/2023
Vyve Response: Thank you for your feedback. We apologize for any frustrations with this experience and had escalated your concerns to our Technical Operations Supervisor. On 3/4/2023 we sent a technician to your home to further investigate and troubleshoot your service issues. The Technical Operations Supervisor followed up with you on 3/9/2023 and made adjustments which had resolved the service issues. We appreciate you bringing your concerns to our attention and thank you for being a Vyve customer.?
Regards,?
**********************
Initial Complaint
Date:03/04/2023
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.
I started service with Vyve in July 2022. I had a lot of problems with the service for the first 2 months. Thats not my issue. Vyve put a router on my service after the first two weeks of start my service to see if service would improve. I was using my own router. While they were using their router I purchased one just like it. A week after they put their own router on my service a technician came to the house to work on the service because of signal issues. While the technician was there he installed the new router I had purchased. I have been trying for over 6 months to get a refund on the 3 months that they have charged me for equipment rental. I reached out to them after the first month that they charged me for equipment and told them I had my own router. I told them their own technician installed it. Fell on Deaf ears. **** continued to charge me for equipment rental even after I called again after the next month when **** charged me again. I have spoken with at least a dozen customer service folks promising to get me my refund. Failure. I have spoken with their customer loyalty department twice. Each time promising to get me my refund. Failure. This is a very dishonest company. The people seem to be nice and wanting to help but those above them obviously Care nothing for their customers or they would make refunds when it is very clear that a customer was over charged. A technician even came by the house to take a picture of the back of the router. They refunded those days in that month that I was charged for but till now I cant get Vyve to refund the months prior to that month. My first year of service will end in July 2023. I dont want to continue using a service that has been basically giving me the finger these past months. If I have to simply hold back the $30 they owe me from my last payment than Ill do that but thats not how I handle business. They owe me a refund and I expect them to treat me with the same respect I gave them when I paid my bill knowing they over charged me. Thank you for your attention.
Business Response
Date: 03/08/2023
Vyve Response:?
We thank you for your feedback and apologize for this experience. On 3/8/2022 our Support member reached out to you regarding your billing concerns and a credit was applied to your account.
We appreciate the opportunity to work with you on a resolution.

Thank you,
Vyve Broadband
Customer Answer
Date: 03/09/2023

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:02/14/2023
Type:Order 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.
I own a motel and provide basic cable to our guests. I frequently have issues with the local channels and or the guide has no information. Somedays it works and some days it does not. The screen on local channels is either black or with pixels. I have called many times. They send a tech and he fixes it and then it happens again. I have tried to reach out to a few men higher up in the company and get ignored. My internet in the office frequently drops and I am left making reservations on my phone. I've asked that I get better service or released from my contract so I can find a reliable provider and my phone calls and emails are ignored. They have great techs but the people handing out business cards and trying to get our business are less than desirable to work with.
Business Response
Date: 02/17/2023
Vyve Response:
Thank you for your feedback. We apologize for any frustrations you have experienced with our service. On 2/15/23 a Support agent has reached out to you regarding your service concerns. This has been escalated over to our Director of Operations who contacted you and since then resolved the issues.
We appreciate your loyalty and thank you for allowing us the opportunity to work with you on a resolution,
Vyve Broadband
Customer Answer
Date: 02/21/2023

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:01/30/2023
Type:Product 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.
We have used Vyve for the last 6.5 years. During that time we have had MANY service interruptions and many techs out to fix it. I have requested on multiple occasions that they refund my account a prorated amount for the service lost and each time I am told that I must make a formal request with information I don't have such as detailed times of outages. I have never recovered a cent from internet being down because they make it far too difficult. Their computer and use systems have the exact times of outages and should automatically refund for outages. Today, to add insult to injury after my internet has been out for ******************************************************************** a $4.95 per month insurance program so I am not charged a $49.95 service fee when they come to fix the connection lost on THEIR service connected with THEIR equipment, which I ALREADY paid for. Extortion at its finest. Not only is their service inconsistent but now they want me to pay an extra $5 a month to avoid being charged $50 when THEY default on their service agreement. I'll be contacting the state attorney general as well.
Business Response
Date: 02/02/2023
Vyve Response: Thank you for your feedback. We apologize for the frustration you experienced. On February 1st, 2022, our Support member contacted you to discuss your concerns.An adjustment was made on your bill.
We appreciate your bringing your concerns to our attention and thank you for being a Vyve customer.
Regards,
**********************
Customer Answer
Date: 02/02/2023

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:01/16/2023
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.
Today, 01/16/2023, our Vyve internet stopped working. The modem lights indicated it was working, my computer indicated that the network was operational, but pages wouldn't open. I went to the Vyve website on my phone, opened a chat discussion, and entered all the requested information describing my problem. I was told I would be connected to a support team member. I was asked to provide a card or PayPal account to pay a 1$ fee that would be refundable. I paid with PayPal. The member told me to unplug the router, wait 3 minutes and turn it back on. The internet was restored. I went to my PayPal account and realized I had been charged a recurring $46.00. (I cancelled the recurring charges, but was unable to cancel thefirst charge) I went back to the chat and asked why I had been charged that much and if it was a scam, the reply was: yes. The website that provided that information was justanswers.com. I called Vyve to report the problem, when I tried to connect through the existing customer link, all I heard was that there was a service problem in the area. I went to the website to leave a comment but could not so: "There was an error submitting the form. If you're having difficulty, try repeating the action on ******************". (I tried repeatedly) I called all the Vyve phone numbers I could find, and received the message that there was a service problem in our area. I went to the local office to report the problem, there was a handwritten sign on the door that said they were closed do to a planned power outage. (our power was out for less than 15 minutes). ****'s process for resolving internet connection issues is seriously flawed, perhaps intentionally. I would like to be reimbursed the $46.00 that I paid. I would also like them to change their customer service chat app so that other customers are not scammed as I was.
Business Response
Date: 01/20/2023
We thank you for your feedback and appreciate your loyalty.
We apologize for the experience you encountered on 1/6/2023 and are not sure how you got to this this third-party website.

We reviewed the complaint and Vyve is not able to refund 3rd party payments.
You may contact us by visiting our website at www.vyvebroadband.com.
We will never charge a fee for a customer to speak with a representative.

Regarding the refund for the charges, we would suggest contacting your bank or financial institution, for fraudulent.

Thank you,
Vyve Broadband
Initial Complaint
Date:01/10/2023
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 am attempting to get Internet Broadband at my place of residence. This provider has facilities in the area and services multiple residents in close proximity to **************************************************************. I had a planned installation on January 7 that was abruptly halted citing they couldn't provide services to my address. I sent a communication to Vyve customer service that resulted in them committing to send someone out today to assess for options. Upon talking to the technician today, it was already "pre-determined" what the answer would be in that he told me prior attempts to build an extension from the pole were denied by management. (This was an appeasement trip by the technician only... and it probably was the same technician out of ************). When I asked for contact information on the person who previously denied the build-out, he could not provide that. I asked him for a map of current customers of Vyve in the area. He said they could serve even number addresses only. When I pressed him on whether there were odd-numbered customers, he stated yes but that was down on Merlin St. off a cul-de-sac. When I suggested I would be escalating, his response was "good luck" with that. I have communication from the City Manager that stated they can bore under the road-way. This is clearly a company decision to refuse access to service based on my numbered address.
Business Response
Date: 01/13/2023
We appreciate your feedback and apologize for this experience. We attempted to reach you by phone on 1/13/2023 and sent an email to follow up with you regarding your serviceability concerns. We have escalated this to our Technical Operations Manager to review further. Once we are able to confirm serviceability for your address, we will be reaching out with an update.
We appreciate the opportunity to work with you on a resolution.

Thank you,
Vyve Broadband
Initial Complaint
Date:01/09/2023
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.
Signed up for internet services October 2021 and have had problems nearly from the start. Internet speeds are less than a quarter what we're paying for, internet completely goes out multiple times a day, wifi drops multiple times a day. We have had the lines installed at least three times. Twice in the ground, once aerial lines when they assured us that would solve our issues. We have called them numerous times with the same issue, only for them to send out technicians to replace the modem, upsell us to a higher package, and assure us that it will resolve the issues. Just got off the phone with customer service and were told there was nothing she could do, that she would send someone out in two days. I'm tired of paying for service that I'm not receiving.
Business Response
Date: 01/13/2023
We thank you for your feedback and apologize for the frustrations you experienced with our service.This is not the experience we want for our customers. We reviewed your account and our Support member spoke to you on 1/10/2023 and 1/12/2023 regarding your BBB complaint. We escalated your concerns to our Technical Operations Manager. We sent a technician to your home to further investigate your concerns. He tested the speeds and determined they are correct.
We thank you for your loyalty.
Regards,
Vyve Broadband
Customer Answer
Date: 01/17/2023

Complaint: ********

I am rejecting this response because:
You stating that we are getting the correct speeds and that the issue is resolved is patently false. I called on 1/9 to report that our internet service is not working, and was told they would send a technician out on 1/11. Technicians came out 1/11 and stated that there was "noise on the line" which was causing interference with our service and that they would need to do more work. I called 1/12 to find out the status and was told the repairs had not been done. I called again 1/13 and was told the same. I called again 1/13 and spoke with ***** (I believe) who claimed he was not a supervisor but just below and would look into this. I called again 1/14 and spoke with **** who claimed to be a supervisor, who again stated the notes said there was an issue with our internet but nothing had been done to fix it yet. I called again today (1/17) and spoke with ***** (I believe) who again said the repairs have not been done. He has scheduled someone to come out Friday, which makes now two weeks we have been without reliable internet service.
Business Response
Date: 01/21/2023
We thank you for your feedback and apologize for the frustrations you experienced. We appreciate your loyalty. We reviewed your complaint and escalated your concerns to our Technical Operations Manager. He went to your home on 1/18/2023 to investigate and troubleshoot your service issues. We did extensive testing and replaced equipment. We offered you an Eero device to improve the Wi-Fi coverage in your home. We also contacted you to discuss these issues. It was determined that the speeds are accurate and consistent. We appreciate you bringing your concern to our attention and thank you for being a Vyve customer.

Thank you,
**********************
Customer Answer
Date: 01/28/2023

Complaint: ********

I am rejecting this response because:
Download speeds are still fluctuating between 1 and 30, causing connectivity issues. The ********* that was out here confirmed there is an issue, yet you continue to tell me the issue is resolved.

Sincerely,

*******************************
Initial Complaint
Date:01/03/2023
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.
So I have vyve service. I had issue with paying bill called and asked for extention till 12/25. They gave me one but I paid later than that because I had family emergency and had to go out of town. I understand them doing a soft disconnect on service but what I don't understand is it seems like they cancel my service and charged me a fee for not returning equipment. I've had service with them for almost 2 years. There billing has also increased in this entire time without notice.
Business Response
Date: 01/06/2023
We attempted to reach you by phone on 1/3/2023, 1/4/2023 and 1/5/2023 about your BBB complaint.
We apologize for any frustrations you experienced regarding your billing and appreciate the opportunity to work with you on a resolution.
On 1/6/2023 we emailed you a summary of your billing and explanation for equipment charges.
We appreciate your feedback and thank you for your loyalty.

Regards,
Vyve Customer Support Services

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This business has 1 alert

Complaints

Customer Complaints Summary

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Vyve Broadband, LLC is NOT a BBB Accredited Business.