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

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  Vyve Broadband

  3213 Highway 25E, STE #1 Tazewell, TN 37879

• 

  Vyve Broadband, LLC

  258843 PO Box Oklahoma City, OK 73125

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:10/03/2022

  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.

  Last month I received a notice I owed this company over $400 for unreturned equipment associated with my internet account with this company. Upon further investigation after calling the company I was told my service had been cancelled and disconnected as of Sept 1 2022. The date I called was Sept 20 or so and I still had service well beyond the date of disconnection. I was told I was being disconnected for a insufficient funds e-check I had drafted to pay my account in August. I did in fact draw a non sufficient fund check by accident when I selected the checking account I wanted the funds taken from was an older account I had since closed through my bank. I didn't realize my mistake until I received a voicemail from the company about a week later. When I realized what I did, I got online and paid using my current checking account. After going back and forth for some time, I finally got my service turned back on. However, after two requests I made, the company has yet to remove the extra charges and still says I owe over $400 on the account. I would like these extra charges immediately removed and have only the correct current balance showing what i owe. No further payments will be made until this is done.

  Business Response

  Date: 10/06/2022

  Vyve Response:
  Thank you for your feedback. On 10/6/2022 a support agent reached out to you and reviewed your billing concerns.  The equipment charges were removed from your account. We appreciate your patience with us and thank you for your time.? 
  
  Regards,? 
  
  Vyve Broadband? 

• Initial Complaint

  Date:09/06/2022

  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.

  ***** ******* that is my internet provider, stopped providing the Internet from Aug 27; the service was recovered on September 2. During the period from Aug 27 - September 2 my family members and I spent hours on the phone trying to obtain help and information from the customer service representatives. The representatives made us to participate in testing our equipment, and after testing it assured us that the problem resulted from our router, not from the Vyve. The representatives encouraged us to buy a new router to resolve the problem. When we expressed doubts in the correctness the advice, the ******* send to us - on Aug 29 - a technician to inspect the internet. We spend hours waiting for the technician. When the technician came he assured us the we lost the internet only because our router is antique. From his cell phone ************* ) the technician send us a picture of the specific router that he recommended to buy. It took us 6 hours to go to *************, we spend $140 for the new router, spend probably $30 for gas. When we came back home and connected the router we still didnt have internet. Next day we call to Vyve against, again we spoke with the representatives, again tested internet under their directions. On September 1, 2022 two technicians came to our house to find the reason for non working internet. After inspecting it, they told us that that the line outside our house was cut, that our router is fine. They told us that we can use Internet. After they left, we found that Internet doesnt work. We called customer service but instead of a person there was a prerecorded voice that informed us that internet did not work due a major major outage in the area. Internet started working We overused ********* and have to pay additional $100 due to the absence of ************* The ******* refused to compensate our losses. We want $500 as a compensation of our lost money, energy and time.

  Business Response

  Date: 09/09/2022

  Vyve Response:
  Thank you for your feedback. We apologize for the frustrations with our service. We were able to review your account and sent your concerns to our Technical Operations Manager to investigate. One of our Support members called you on 9/8/22 to follow up and discuss our findings. We understand your concerns and we will follow up with you.
  We appreciate your patience and thank you for your loyalty.
  Vyve Broadband

  Customer Answer

  Date: 09/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Dear BBB **************** Representatives:

  
  

  On 9/6/2022 I have submitted a complaint against Vyve Broadband, LLC. My complaint was assigned ID *******.

  
  

  I appreciate BBB readiness to help, and the speed of your response to my complaint. 

  
  

  Unfortunately,  not only did Vyve Broadband, LLC not demonstrate willingness to negotiate, it is much worse - Vyve Broadband, LLC responded to my complaint with a retaliatory action against me.

  
  

  I am forwarding to you the email from Vyve Broadband, LLC. You can read:

  
  

  Additionally, referencing the modem, we noticed no modem lease fee has been charged to you account. We appreciate your loyally since 2014. As a courtesy we will not ***** a modem fee to the next 6 months.

  
  

  After I filed the complaint, Vyve Broadband invented fees that it claims; Vyve is going to raise for me the price of the services to retaliate my complaint to BBB.

  
  

  In reality, I accurately and fully paid my bills since 2014 for all the services that Vyve provided. 

  
  

  If Vyve Broadband, LLC has any monetary claim for its services, the company must document it. 

  
  

  Otherwise, this sudden undocumented claim of fees that I received immediately after I filed the complaint against Vyve can be viewed only as a retaliation. 

  
  

  Vyve wrote that I requested to upgrade my modem ( please, read the forwarded email ).

  
  

  We appreciate the opportunity to speak with you regarding the options to upgrade you modem <>. ( The quotation if from the email mentioned above. )

  
  

  It is a sheer lie. I did not make this request. My family members did not make this request. 

  
  

  The rest of the email from Vyve is a mixture of lies and fraud. 

  
  

  As I wrote in my original complaint - from Aug 27 through September 2 my family and I lived without Internet due to Vyve failure to provide the services. 

  
  

  All members of my family, including me, spent hours on the phone with multiple Vyves customer service representatives requesting help.

  
  

  The representatives requested us to check our equipment - the router, the line, the connections. For hours we were testing the equipment, following the instructions, connecting and disconnecting wires and reporting back to the technicians the status of the signal, the color of the lights on the modem and the router. 

  
  

  The technicians assured us that the source of the problem is our router, not ***** services. They advised us to buy a new router. When we expressed doubts in the correction of the advice, the company sent us a technician. 

  
  

  On Aug 29, 2022 the technician came to inspect our internet. We spent hours waiting for the technician. 

  
  

  He told us that our router is antique. He assured us that we dont have internet because of the old router. 

  
  

  The technician, from his cell phone ************* ) sent us a picture of the specific router that he recommended to buy.

  
  

  When **** wrote in the forwarded email that the technician sent us from his telephone a text message to offer a courtesy service to connect a new router - it was a sheer lie. 

  
  

  The sending from the technician is available, - I attached it to my original complaint - no courtesy service was offered by the technician, but only the picture of the router that the technician suggested to buy.

  
  

  The technician was a representative of  Vyve, his recommendation was a recommendation of Vyve, therefore, Vyve as a company is responsible for the recommendation given by its representative.

  
  

  It took us 6 hours to go to ************* and back, we spent $140 for the new router, spent probably $30 dollars for gas. When we came back home and connected the router we still didnt have internet. 

  
  

  Next day we call  Vyve, and reported that the equipment we bought as per their recommendations does not work. We spoke with the representatives, and tested internet again under their directions. 

  
  

  On September 1, 2022 two technicians came to our house in order to find the reason for non working internet. After inspecting it, they told us that that the line outside our house was cut, that our router is fine. They told us that they cant understand why we were advised to buy a new router. The problem was not router related. They told us that we can use Internet. 

  
  

  After they left, we found that Internet doesnt work, again.

  
  

  We called customer service but instead of a person there was a prerecorded voice that informed us that internet did not work due a major major outage in the area. Internet  started working We overused AT&T data and have to pay additional $$ due to the absence of ************* Still Vyve not only refused to compensate our losses but also now, it is retaliating the complaint that I brought to BBB by increasing our bill in six months.

  
  

  Vyve is escalating the conflict  and and doesnt show willingness to settle it on reasonable terms. 

  
  

  I will appreciate BBB help and guidance in this situation. 

  
  

  Sincerely,

  
  

  ***************************, M.D.

  
  
  

  -----Original Message-----
  From: Vyve Salesforce Case Support <****************>
  To: **************** <****************>
  Sent: Fri, Sep 16, 2022 5:05 pm
  Subject: Vyve Broadband - Formal Complaint Follow Up [ ref:_00D70MzaL._5004u2l0USe:ref ]
  
  

   

  Hello ********************, Thank you for taking our call today.  We are following up with you regarding the recent BBB complaint. We reviewed your account. On August 28th you spoke with Technical Support; a service appointment was set up. On August 29th, our technician visited your home. It was determined the issue with your internet was caused by a 3rd party router connected to our device.  On August 31st you spoke with Technical Support stating a new router was connected and you were still experiencing internet issues.  On September 1st, one of our technicians returned your home and the issue was resolved.  Referencing your complaint on the purchase of the 3rd party router. 3rd party equipment is not covered by Vyve Broadband. On August 29th our technician offered courtesy service to return and personally help connect your router. The technician provided his phone number to contact him.  We will provide a courtesy credit of 1 month for service impact.  Additionally, referencing the modem, we noticed no modem lease fee has been charged to your account. We appreciate your loyalty since 2014. As a courtesy we will not ***** a modem fee for the next 6 months.  We appreciate the opportunity to speak with you regarding options to upgrade your modem and service to ensure the best experience. Sincerely,   Vyve Customer Support Services ****************** **************

   

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

  Business Response

  Date: 10/03/2022

  We thank you for your loyalty. You have been a customer with us since 2014.

  Third party equipment is not covered by Vyve Broadband.

  Section 4 of the ******************* Subscriber Agreement: Customer Equipment means any Customer-owned or provided software, hardware or services that you elect to use in connection with the Service(s). You agree to allow us and our agents the rights to insert CableCARDs and other hardware in the Customer Equipment, send software and/or downloads to the Customer Equipment and install, configure, maintain, inspect and upgrade the Customer Equipment. You warrant you are either the owner of the Customer Equipment or that you have the authority to give us access to the Customer Equipment. You should call **************** at ************** to find out if it meets our technical, security and other requirements. We reserve the right to disallow the use of Customer Equipment that we determine is not compatible with our network. We shall have no obligation to provide, maintain, or service Customer Equipment, including, but not limited to, Customer Equipment to which the Company or a third party has sent software or downloads. If you use Customer Equipment, you agree that the following limitation of liability shall apply: THE COMPANY DOES NOT WARRANT THAT CUSTOMER EQUIPMENT WILL ENABLE YOU TO SUCCESSFULLY INSTALL, ACCESS, OPERATE, OR USE THE SERVICE(S). YOU ACKNOWLEDGE THAT ANY SUCH INSTALLATION, ACCESS, OPERATION, OR USE COULD CAUSE CUSTOMER EQUIPMENT TO FAIL TO OPERATE OR COULD CAUSE DAMAGE TO CUSTOMER EQUIPMENT, YOU, YOUR PREMISES OR COMPANY EQUIPMENT. NEITHER THE COMPANY NOR ANY OF ITS AFFILIATES, SUPPLIERS OR AGENTS SHALL HAVE ANY LIABILITY WHATSOEVER FOR ANY SUCH FAILURE OR DAMAGE, INCLUDING

  LACK OF 7 911/E911 CAPABILITY OR DIALING ASSOCIATED WITH A SECURITY SYSTEM. YOUR USE OF CUSTOMER EQUIPMENT MAY PREVENT PROVISION OF SERVICE. The foregoing limitation of liability is in addition to and shall not limit any other limitation of liability set forth in this Agreement.

  As a courtesy we provided a credit $39.95 for 1 month of service.

  The modem on your account belongs to Vyve Broadband. Currently you are not being charged a modem rental fee.

  We offer updated modems if you wish to update yours. You are also welcome to purchase your own modem.

  The specifications for modems Vyve Broadband recommends are:

  Arris DG3450 (DOCSIS 3.1 - Modem) or Hitron- CODA **** (DOCSIS 3.1 Modem).

  Customer Answer

  Date: 10/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The reference to the company policy that Vyve made in order to avoid paying compensation for my losses   can not be accepted in this case as the stated policy  was de facto cancelled by Vyve. Which means that Vyve must compensate my financial losses that the company is completely responsible for. 
  
  
  This de facto cancelation was made by Vyve on Aug 29, 2022 when a Vyve technician came to our house inspect our internet. 
  
  
  He told us that our router is antique. He assured us that we dont have internet because of the old router. 
  
  
  The technician, from his cell phone ************* ) sent us a picture of the specific router that he recommended to buy.
  
  
  When **** wrote in the forwarded email that the technician sent us from his telephone a text message to offer a courtesy service to connect a new router - it was a sheer lie. 
  
  
  The sending from the technician is available, - I attached it to my original complaint - no courtesy service was offered by the technician, but only the picture of the router that the technician suggested to buy.
  
  
  The technician was a representative of  Vyve, his recommendation was a recommendation of Vyve, therefore, Vyve as a company is responsible for the recommendation given by its representative.
  
  
  I want to receive a monetary compensation for my losses $500. I also want Vyve to stop retaliation against me that Vyve started after I filled the complaint to BBB.
  
  
  Please, read the attached document in regard of retaliation against me.
  
  
  
  
  Sincerely,
  
  
  ***************************, M.D.
  
  
  

• Initial Complaint

  Date:09/05/2022

  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 is Labor Day. I as a Realtor am working. However my internet is down. I'm told by Vyve that their technical support is closed today. A business like phone and internet should not be unavailable on holidays. Not everyone is able to take the day off. I have considerable work to do that I cannot do. Had I realized this was their policy, I never would have signed on to their service. I have clients to whom I cannot send important timed documents. This is totally unacceptable.
  

  Business Response

  Date: 09/09/2022

  Thank you for your feedback. We reviewed your account and the interaction with our agent on September 5th, 2022. This is not the experience we want for our customers.  We want to ensure you we are looking further into your concerns. On September 7th , 2022, our Support member attempted to contact you and was unable to leave a voicemail. We have also sent you an email.
  We appreciate and thank you for your loyalty, 
  
  Vyve Broadband 
  

• Initial Complaint

  Date:09/01/2022

  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.

  Vyve will continue to bull for a poor service. We have had repeated outages in the past, but because we choose to auto pay they have blocked billing and have informed me that I can't cancel my service till the end of a billing month. I have to have reliable internet for work and school. I'm only asking to cancel my service today and get a prorated refund

  Business Response

  Date: 09/05/2022

  Vyves Response: 
  We apologize for the frustrations with our service. This is not the experience we want for our customers.  We were able to review your account for adjustment to the billing. On September 2nd, 2022, our Support member call you and assisted with cancelling your service effective the same day.
  Thank you for being a customer.
  Regards,
  **********************

• Initial Complaint

  Date:08/30/2022

  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 internet service is extremely unreliable and constantly drops out. 10-30 times a day I will lose connection for 10-60 seconds and then it will return. But even when it’s working I have bad packet loss and extreme jitter. I’ve replaced all my equipment twice and had multiple Vyve Technicians come to the house and tell me there’s nothing wrong but the problem persists. Several people on my town are complaining about the same issues and Vyve ignores it and acts like everything is fine. Shouldn’t be paying for service that isn’t reliable. Also, my “1 Gig Speeds” are like sub 500 too…Needs to be fixed for not just me but apparently the whole town. Fort Gibson, OK.
  

  Business Response

  Date: 09/02/2022

  We thank you for your feedback and appreciate the opportunity to work on a resolution with you.
  We sent a technician to your home August 31st and September 1st, 2022. He replaced the line and relocated your modem.   ************** followed up with you to confirm a resolution. We applied an adjustment to your bill.
  
  We appreciate your loyalty. 
  Thank you,  
  Vyve Broadband 

• Initial Complaint

  Date:08/30/2022

  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.

  Vyve Broadband of Mt Shasta, CA insists this is their page. If it is, they don't read it or actually change policy based on these complaints. There are a series of complaints about the same issue I have listed here. Upon leaving their service, like the list of others here, I was billed repeatedly for equipment I told them I was unable to return (I moved on a weekend and they had no mail service to the town I moved to at that time). Several bills later I was still not charged and then without warning I was sent to a creditor. The first bill should have been enough. It was just like every other bill ever sent. I should have just been charged and that should have been the end of it. Without correct information, they damaged my credit. Then when I contacted them about the issue they went to great extents to indicate that the whole issue, the lack of communication and all, was my fault. This went on in messages from the lower-end workers at the phone to the superiors I complained to. The exiting procedures for this company are clearly built against the customer, they know that from past experience, and still blame the customer for their poorly informed and bad customer service. BBB needs to take a serious look at this company given there are a string of such issues.
  

  Business Response

  Date: 09/02/2022

  Vyves Response:
  
  We apologize for your recent frustrations with closing out your account. We thank you for caring for the balance on 01/18/2022. On 8/31/2022 one of our Support members called, left a voicemail and sent you an email to provide a resolution. This was escalated to our ************* to report as paid and update the collections agency. This can take up to 90 days to update. We appreciate your patience with us and thank you for your time. 
  
  Regards, 
  
  Vyve Broadband 

• Initial Complaint

  Date:08/26/2022

  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.

  Vyve bought out our local cable company about a year ago, ~July 2021. Ever since, they have been charging us a monthly fee of $14.99 for *** services. To get *** services, you need a *** receiver unit. We do not have one. We did years ago, but returned it some time in 2020. The local cable company at the time stopped charging us for the *** that we returned, but as soon as **** took over, the over charging began. **** says they don't have the ***. We have called them many many many many times in 2021 and 2022 to get this issue fixed. They always tell us they will have someone look into it, but never do. They continue to over charge us every month and we want it to stop. They have never reached out to us to resolve the situation. To date, they have over charged us $194.87 and will not be stopping any time soon. In July 2022 I sent a letter to their local office in ************, ********** as well as the billing address in *************, ** stating the above complaint, but I have received no response. That letter is attached.Please help.Vyve Account # **********

  Business Response

  Date: 09/02/2022

  Vyve's Response
  
  We thank you for your feedback. This is not the experience we want for any of our customers. On September 1st, 2022, our Support member attempted to contact you and left a voicemail. We sent you an email to provide a resolution.?We were able to review and credit your account for the equipment. We applied adjustment to your bill.  
  
  We appreciate and thank you for your loyalty, 
  Vyve Broadband

• Initial Complaint

  Date:08/17/2022

  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 paying for internet service for months now. The speed im paying for is 960 mbs. It has not ran faster then 350 mbs since i signed up for it. I have had 20 techs and a supervisor come to my home to try and fix and it is still not fixed after 4 months now and they are not doing anything to fix the problem but still charging me for an internet speed that im not getting
  

  Business Response

  Date: 08/22/2022

  Vyves Response:
  We apologize for the frustrations you experienced with the service. On 8/20/2022 one of our Support members called you, left a voicemail and sent you an email to provide a resolution. We escalated your concerns to our Field Operations Team and a Technical Operations Supervisor was dispatched to your home on 8/22/2022. The technician performed diagnostic tests and was able to determine the slow speed issue was attributed to personal devices.
  We appreciate your loyalty.
  Thank you,
  Vyve Broadband

  Customer Answer

  Date: 05/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Since April 2, 2023 i have been calling vyve broadband about my internet speeds being so slow. i have talked to several managers over the past 5 weeks and keep getting blow off by them telling me someone from the local office will call me to address the problem and i still have not recieved a call from anyone in the local office to fix the problem. for the past 7 days i have been calling the customer service number asking for a manager to call me back and never get a call back and they wont come out to fix the problem. all i want as a resolution is my service working to the speed in paying for which is the 1 GBPS service . i enclosed and attachment showing my average internet sppeds over the past week as proof i also have 30 or more screen shots on my computer saved showing the speeds and how slow they have been for the past 5 weeks now

   

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

  Business Response

  Date: 05/08/2023

  From the BUSINESS:

  Sent 5/6/2023 3:45:02 PM

  We apologize for the frustrations you experienced with the service. On 8/20/2022 one of our Support members called you, left a voicemail and sent you an email to provide a resolution. We escalated your concerns to our Field Operations Team and a Technical Operations Supervisor was dispatched to your home on 8/22/2022. The technician performed diagnostic tests and was able to determine the slow speed issue was attributed to personal devices.
  We appreciate your loyalty.
  Thank you,
  Vyve Broadband

  Customer Answer

  Date: 05/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Im talking about my intertnet speed now not last year your supervisor ******* was here on 05-03-2023 took pictures with his cell phone on the speed of the internet running at 157 mbps when im paying for 1 gbps service so this is unexpectable and i want it fixed and i have NO emails and recieved NO phone calls from anyone about this
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  Vyve Rejection Response:
  
  Thank you for your feedback. We reviewed your complaint and escalated your concerns to our Technical Operations Manager for further review. One of our Technicians visited your home on May 3, 2023, during the visit we ran 3 separate speeds tests, at the modem, the closest Amp, and the tap. All speed test showed true and correct speeds received for your internet package. ************** also checked all connections, wires and found no issues that could affect the internet speed. Speed tests were also run on your laptop and eero device with a hard-wired connection, tests showed the proper speeds received. We appreciate you working towards a resolution with **.
  
  Regards,
  
  Thank you,
  
  Vyve Broadband

  Customer Answer

  Date: 05/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I will be canceling my service you are all lying about everything i will not close my complaint BECAUSE YOUR SUPERVISOR ******* TOOK PICTURES ON HIS CELL PHONE AND I HAVE 50 SCREEN SHOTS OF THE SPEED OF THE SPEEDS OF MY INTERNET WHERE 1 PORT ON THE ***** RUNS AT 900 AND THE OTHER PORT RUNS AT 150 BOTH HARD WIRED

• Initial Complaint

  Date:08/09/2022

  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.

  We called Vyve customer service in June 2022 to cancel our service our house we owned and lived at. Our renter was moving in the following month. I asked where should I take back the router? (Usually internet companies have you take router to a return location upon move out/cancellation). Customer agent instructed me to leave the router for the renter to use. We then got a **** in the mail 7/19/22 for $105 for a router. I texted my tenant to ask her what happened. (I have snapshot of this conversation in text). She said when she scheduled the install appointment, Vyve customer service said that the previous agent talking to me was wrong she will need to get a new router. But at the appointment, the install rep said never mind and just transferred her account information to our previous router in front of my tenant, ********* To me, it sounds like the install technician may have kept a router intended for installation at my tenants residence but I cannot speculate further. We were leaving the country that day, and could not engage customer service. 15 days later, we have received a COLLECTIONS letter from Vyve. First of all we werent even given enough time to respond to this!!Second our tenant is using our router for Vyve currently. We should not owe Vyve $105, and they need to have this collection erased from our record. Our financial security rests on our credit scores for our business and this is a ridiculous claim. Please help us in rectifying this. Vyve should be having a conversation with whoever installed my tenants internet in July and NOT charging my family and sending us to collections in the span of mere days. Unheard of and completely unprofessional.

  Business Response

  Date: 08/12/2022

  Vyves Response:
  We apologize for your recent frustrations with closing out of the account. We thank you for you caring for the balance on 12/16/2021. This was escalated to our ************* to report as paid and update the collections agency. This can take up to 90 days to update.We appreciate your patience with us and thank you for your time.
  
  Regards,
  
  Vyve Broadband

• Initial Complaint

  Date:08/06/2022

  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.

  The first week and/or the last week of every single month I get little to no internet from Vyve. It's not even a hyperbole. Literally every month my WiFi (which I pay around $88 for to get up to 500mb of speed) *****. I have a couple of Wi-Fi analysis apps to tell me the upload speed and the download speed. Today, just like every other month, my download speed is less than 1mb. Since this happens literally every single month I don't think it's right that I have to pay the amount I do.Seriously wishing a better Wi-Fi company would set up in Ottawa so I can transfer. Out of all the other Wi-Fi companies, Vyve is the only one worth getting which is pretty garbage when considering the fact that I get little to no Wi-Fi connection in the beginning of every month.
  
  

  Business Response

  Date: 08/11/2022

  Vyve Response:
  We thank you for your feedback and apologize for the frustrations with our service. This is not the experience we want for any of our customers. On August 10, 2022, our Support member attempted to contact you and left a voicemail. We sent you an email to address your concerns and provided an account adjustment.
  
  We appreciate and thank you for your loyalty,
  
  Vyve Broadband