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Business Profile

Cable Installation

Vyve Broadband, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable Installation.

This business has 1 alert

Complaints

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

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Vyve Broadband, LLC has 7 locations, listed below.

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    Customer Complaints Summary

    • 138 total complaints in the last 3 years.
    • 46 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:08/04/2022

      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.
      The phone in apartment *** has been off more than it has been on at this location. As a 91 year old resident with several ailments, a phone is desperately needed. This last time it took 7 days to get the phone repaired. In the past it has taken 2 to 3 days to get someone out to the location. No credit has ever been extended. This last time i spoke with both dawn and Andy. Both were extremely rude, lacked empathy and had a matter of fact attitude.

      Business Response

      Date: 08/11/2022

      Vyve Response:
      We apologize for the frustration. We sent a technician to your home and repaired the phone service on 8/4/2022. We applied a credit to your account. We also spoke with you on 8/10/2022 to advise of this resolution.

      We appreciate your loyalty,
      Vyve Broadband

      Customer Answer

      Date: 08/22/2022


      Complaint: ********

      I am rejecting this response because:

      Thank you for the update but I have received my bill and there is not a credit on my bill. I have endured the terrible service and the numerous outages with the company. I have paid my bill in a timely manner each month and now they are saying they gave me a credit and they havent. Please go back and give me the credit I deserve.



      Sincerely,

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

      Business Response

      Date: 08/26/2022

      Vyve Rejection Response:
      Thank you for the opportunity to work on a resolution with you.
      On 8/25/2022 we spoke with you, and you accepted our offer to repackage phone service.
      We also applied an additional adjustment to your account. 
      We appreciate and thank you for your loyalty

      Regards,
      Vyve Broadband

      Business Response

      Date: 01/23/2023


      Business
      Most Recent Message
      Date Sent: 1/21/2023 10:54:07 PM

      Vyve Response:


      Thank you for your feedback.  We apologize for the frustrations youve experienced.  We reviewed your account and found the additional charges on your bill were for calls made to directory assistance during the billing period.  On 1/21/2023 our Support member contacted you to discuss your concerns.  We made adjustments to block directory assistance calls from your telephone.  We also applied a credit on your account.
      We appreciate your loyalty.


      Thank you
      Vyve Broadband

    • Initial Complaint

      Date:08/03/2022

      Type:Billing 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.
      They've been billing us for equipment that we no longer have for a year. Finally this month's bill the equipment has been removed. But on last month's bill it was still there and they were supposed to give us an additional three months credit for said equipment and they have not. Account is under **********. We agreed initially to six months credit which was applied. But then last months **** the equipment was still there and negotiated an additional three months for the hassle of me calling them to remove the equipment. The tech informed me that now it's on me.

      Business Response

      Date: 08/08/2022

      Vyves Response:
      Hello, we apologize for the frustrations you have experienced.
      We were able to review and credit your account for the equipment that was returned to us.
      We called you on 8/5/2022 and discussed this resolution with you.
      We appreciate your time.

      Thank you for your loyalty,

      Vyve Broadband

    • Initial Complaint

      Date:07/28/2022

      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 have had Vyve Broadband since early 2021 for a few months prior to these problems for gig speed and it seemed fine. A few months pass and I start getting service disruptions. The modem starts resetting itself during the day. The modem is replaced with an sb8200 in April and does much better, but there are still resets. T3 timeouts/docsis resets etc. I call them and report this, they run some diagnostics and conclude there might be something wrong with the wiring at my home. It is still doing full resets during the day while I am using it. There is packet loss over 15% to anything over the internet. I call them again after some weeks pass it is still doing this. I tell them I want to switch to my sb6121, I take it outside to the house tap. Packet loss 15%+ Who knows how many times they have been to the pole already, but I have now counted 3 myself... Service truck (3rd time) comes. Examines tap at pole. Leaves after doing nothing. However I catch them this time and speak with the technicians. I explain what is going on and ask how long this is going to take to fix. They don't know, "there is white noise on the line." It is now November... Service technician calls my cell phone this time and I speak with him. He states there is a problem with Vyves equipment closer to their cmts and it must be replaced. I ask the tech how are they going to fix my bill with so much intermittent and complete service disruptions (hours at a time with no locked channels). He says to call billing and they will fix it for you. 2 CS agents later and 2 supervisors The second supervisor... gets on the line during a call to the 2nd CS agent out of nowhere. I ask why he would not reimburse me and he tells me it's because "you did not call every week that the service was out." I have extensive records from April to November showing outages, pictures of the equipment and troubleshooting sessions. Finally tells me to go to my local office (1.5 hours call) and show them.

      Business Response

      Date: 08/02/2022

      Vyves Response:
      Hello, we apologize for the frustrations you have experienced the internet and our customer service. This was escalated to our Technical Manager. He was able to determine there was damage the line and feeder. This was caused by animals chewing the drop. We connected a feeder directly off the node to resolve the issue. Thank you for allowing us to work with you to resolve.
      We appreciate your loyalty.

      Regards,
      Vyve Broadband

    • Initial Complaint

      Date:07/28/2022

      Type:Service or Repair 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.
      We have had Vyve Broadband internet for approximately 3 years. In that 3 years, we have had over 20 service calls for the internet being down. I have taken off approximately 10 days of work so that I can be home when a tech arrives. These techs check the same things over and over (the modem, the line in the house, etc) and they all say it is not a problem inside the house. So they go out and check the lines, sometimes come back, and sometimes not. It is always a technical issue on their part. If you read the city's "rant and rage" page, there are 100's of people that have issues with this company. The bottom line is they are charging for a service that they are not providing. For example, we were out one time for over a week, however, there was no compensation on our ****, which is $89.99 a month for 1 ************ This company needs to be investigated for fraud against their customers and the poor service that they provide. My account # **********. Here is their website - https://vyvebroadband.com/

      Business Response

      Date: 08/02/2022

      Vyves Response:
      Hello, we apologize for the frustrations you have experienced.
      We were able to escalate your concerns to our Technical Operations Manager. He verified this was addressed; we replaced a bad underground drop, modem and balanced the line, on 7/29/22.  Our Support team attempted to make contact today and sent an email as well.
      We thank you for your time and loyalty.

      Regards,
      Vyve Broadband

      Customer Answer

      Date: 08/05/2022

       
      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,

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

    Vyve Broadband, LLC is NOT a BBB Accredited Business.

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