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, LLC

  258843 PO Box Oklahoma City, OK 73125

• 

  Vyve Broadband

  1108 W Main St Forest City, NC 28043

• 

  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:04/30/2025

  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.

  OUR MOST RECENT ISSUES WERE AFTER HURRICANE HELENE, OUR BUSINESS WAS WITHOUT SERVICE FOR OVER 21 DAYS, INCLUDING PHONE AND INTERNET. NO BUSINESS CAN OPERATE WITHOUT PHONES FOR ALMOST A MONTH & THIS WAS A HORRIBLE RESPONSE & REPAIR TIME FOR A BUSINESS. WE CALLED ABOUT CREDITS TO OUR ACCOUNT FOR THE TIME WE WERE WITHOUT SERVICE TO BE TOLD THAT THEY WOULD ADD US TO THE WAITLIST & LET US KNOW & THIS WOULD TAKE ABOUT A MONTH, THIS WAS IN NOVEMBER. THEY TOLD US IF RE DID NOT PAY THE BILL IN THE MEANTIME WE WOULD EXPERIENCE SERVICE ISSUES, SO WE CONTINUED TO PAY. WE THEN DECIDED THIS WAS TOO MUCH & CALLED TO SEE WHEN OUR SERVICE CONTRACT WAS UP, SO WE COULD CANCEL SERVICE & MOVE TO ANOTHER COMPANY & WAS TOLD IT WOULD BE UP IN DECEMBER. FAST FORWARD TO NOW APRIL, WE HAVE FINALLY HAD NEW SERVICE INSTALLED WITH ANOTHER COMPANY & CALLED TO CANCEL OUR SERVICES WITH VYVE & THEY TELL US TO DISCONNECT IT WILL COST US ALMOST $1200, & THAT OUR CONTRACT AUTO RENEWS AT THE END OF THE CONTRACT, WHICH WAS NOT ON THE CONTRACT PAGE WE SIGNED NOR WAS WE EXPLAINED THAT, WHEN WE CALLED IN DEC, NO ONE SAID ANYTHING ABOUT THAT. WE HAVE A EMAIL FROM JAN 2024, WHERE A VYVE EMPLOYEE SENT A EMAIL FOR A 24 MONTH RENEWAL NOTICE FOR US TO SIGN, WHICH WE DID NOT SIGN & SEND BACK. THEY ARE NOW TELLING US THAT IF WE WANT TO CANCEL SERVICE WE HAVE TO PAY A EARLY DISCONNECTION FEE OF $1200 OR WAIT & CALL IN MAY TO GIVE 30 DAYS NOTICE TO CANCEL IN JUNE & THEN WE WILL ONLY BE RESPONSIBLE FOR HALF OF THE YEAR & EARLY DISCONNECTION WILL COST US $900. I HAVE ASKED TO SPEAK WITH A SUPERVISOR & WAS TOLD THEY WOULD SENT A EMAIL TO HIM, BUT NOT TO EXPECT A REPLY DIRECTLY BECAUSE HE NORMALLY HAS THE CUSTOMER SERVICE AGENT REACH BACK OUT, BUT THAT IS NOT WHAT I WANTED. THIS WAS 7 DAYS AGO, STILL NOT A WORD.SO I FOUND 2 EMAIL ADDRESSES FOR HIM & REACHED OUT INDEPENTLY, 3 DAYS LATER NO RESPONSE AT ALL FROM HIM. WE JUST WANT TO GIVE OUR 30 DAYS NOTICE & CANCEL SERVICE.

  Business Response

  Date: 05/05/2025

  We appreciate you taking the time to share your feedback. We
  sincerely apologize for any frustrations these issues caused and are happy to work
  towards a resolution. Your billing concerns were escalated to a Commercial Specialists.
  On 5/1/2025 our Commercial Specialists spoke to you over the phone.
  
  We thank you for the opportunity to work towards a
  resolution.
  
  Regards,
  Vyve Broadband
  [email protected]
  (855) 367-8983  

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I HAVE BEEN SPEAKING WITH ONE OF YOUR BUSINESS CUSTOMER AGENTS & WE DID AGREE ON A SOLUTION TO THE ISSUE & HE WAS SUPPOSED TO SEND ME A EMAIL WITH THE INFORMATION ON IT & I STILL YET TO RECEIEVE THE EMAIL WITH THE CONDITIONS WE AGREED ON. I LAST SPOKE TO HIM ON MONDAY AFTERNOON WHEN HE TOLD ME THAT EVERYONE UP THE LADDER HAD SIGNED OFF ON ALL THE INFORMATION & HE WOULD SEND ME A EMAIL THE FOLLOWING MORNING CONFIRMING, BUT I STILL HAVE NOT RECEIVED IT. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 05/16/2025

  Thank You for bringing this to our attention. On 5/8/2025 our Commercial Billing Team sent documentation to disconnect services via email and the account was closed.  On 5/15/2025 and 5/16/25  a Support Specialist attempted to reach you via phone to ensure you received the documentation requested. We were not able to reach you and an email was sent to follow up. We appreciate the opportunity to address your concerns. 

• Initial Complaint

  Date:04/22/2025

  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.

  I made a payment to Vyve Broadband by using my phone number ********** through their automated service which stated my service was at risk of disconnection with a balance of 398 and some change in which 167.78 of the amount was past due and the rest was due by April 27th. The lady that took my call from the tech department because my Euro box light was red and Inhad no connection in the residence. She proceeded to tell me that it appeared to be a soft disconnect due to none payment and the payment had been made prior to me calling in. Then on Monday April the 21st the light on my bad was red again so I called in three times about the status of my account and per the account they were pulling up a payment hadn't been made since Jan 14th 2025, for the amount of 441 under my main number of ********** which I updated to the **********. I called the automated line with both numbers so that the agents could hear the two different bill amounts and the payments that were made using the line ending in ****. My service is at risk for being disconnected which means that 441 will need to be paid along with next month as well. There never a supervisor available they mostly work from home with no help if one is requested they have 72 hours to respond. I was told by an agent to get my money back for the payments I made but in the mean time to pay another 441.00.

  Business Response

  Date: 04/25/2025

  Thank you for taking the time to reach out. We apologize for any frustrations this may have caused and would like the opportunity to investigate your concerns further. On 4/23/25 you spoke with our Local Retail Manager of your area regarding your payment concerns. An email was sent to you regarding next steps needed for resolution. Once a full review of your account has been completed, we will follow up with you.
  
  Thank you for allowing us to work towards a resolution. 

• Initial Complaint

  Date:04/10/2025

  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 9/18/24, Vyve internet sent workers to bury an Internet line through my yard. During the process, they broke off one of my sprinkler heads near my house. The worker reported it to my wife at that time. I called Vyve to report it and then emailed the pics attached to the address they requested. Nothing has been done since then. Ive reached out multiple times to their customer service who assure me a manager will contact me, but no one ever does.

  Business Response

  Date: 04/15/2025

  Hello, 
  Thank you reaching out regarding damages to your sprinkler system. We apologize for any frustrations this has caused. We reached out to our local field team to work towards a resolution.  On 4/15/2025 Our Technical Operations Manager spoke with you regarding these damages and advised contractors will be following up with you about further repairs. 
  We appreciate the opportunity to investigate your concerns and thank you for being a loyal customer. 

  Customer Answer

  Date: 04/16/2025

   
  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. Someone did speak with me yesterday, but he did not mention a timeline. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/28/2025

  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.

  On September 27th, my town was heavily affect by Hurricane Helene, which meant phone lines were down, power lines were down, and internet was down. I was out of work due to my place of employment having damage from the storm and no power so I did not receive a paycheck. Power was restored to my house after approximately 4 days but still no internet. I went without internet for over a month but was still charged for service by Vyve Broadband for a month of service I did not receive (October). I called the company to receive a credit or refund for the amount I was charged. I was informed to request a credit at a later date when all internet was restored in my area but was not given a deadline. Internet in my area was not completely restored until early to mid November. Most people in my area, including myself, are still currently trying to get back on their feet after this disaster. I called today, February 28, 2025, to receive my credit for the service that was not provided to me that I paid for and was informed that there was a deadline that I was not made aware of prior to today that was December 31, 2024. Other internet providers in the area credited accounts back after this disaster without having to be contacted, but Vyve required us to contact them for a credit with a very short timeline, while a number of people in my area were without a house, car, or other essential items due to the disaster. I have since canceled my service with them and have contacted ******** ******* for information on internet service, being as they were one of the providers who took care of their customers and credited account for 2 months without having to be contacted.

  Business Response

  Date: 03/05/2025

  Thank you for sharing your feedback. We sincerely apologize for any frustrations these issues caused and are happy to address your concerns. On 3/3 and 3/4 our Support Specialists attempted to reach you by phone. A review of your account has been completed. We are not able to locate any requests for billing adjustments for Hurricane Helene. As of February 1, 2025, the request period for storm-related billing adjustments has expired. A credit of $32.24 for recent area outages has been applied to your account and an email sent regarding the resolution.
  
  We appreciate the opportunity to review your concerns further.
  
  Thank you,
  Vyve Broadband
  ****************** ***** ********

• Initial Complaint

  Date:02/19/2025

  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.

  I am attaching a detailed letter outlining the multiple dates referenced in this complaint/dispute. The company, Vyve Broadband, has not responded despite multiple attempts on our behalf. Backup attachments show email communication, there have been phone calls and a physical visit to their office. All with no response, no follow through on their behalf.

  Business Response

  Date: 02/24/2025

  We
  appreciate you taking the time to share your feedback. We sincerely apologize
  for any frustrations these issues caused and are happy to address your
  concerns. We escalated your feedback to our Commercial Specialists to review
  further. On 8/26/2024 we received your request to cancel service and the
  disconnection paperwork was signed noting the early termination fee. The
  Commercial Revenue Manager followed back up with you on 12/18/2024 to discuss
  this fee is valid and answer any additional billing concerns. We are working in
  conjunction to respond to your FCC complaint. Our Commercial Specialists will
  follow back up with you. 
  
  Thank you
  for allowing us the opportunity to work towards a resolution.
  
  Regards,
  Vyve
  Broadband
  ******************
  ***** ******** 

• Initial Complaint

  Date:02/15/2025

  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 had vyve "repair" my service lines on more occasions than I can count and their service still drops out at least 3 times a day and their provided speed is half of what I am paying for. vyve only wants to run new lines to my home and so far have run 4 lines and in the process have cut my at&t lines, my electrical lines that I had installed and almost cut my gas line. their equipment with the wires sits out in the open and even their technician said that their trunks are overloaded. I have filed a complaint with the fcc but they dont care. I pay for over 100mbps and it runs at 22mbps

  Business Response

  Date: 02/19/2025

  Hello, Thank you for taking the time to reach out, we value your feedback.  On 2/17/25 a Support Specialist spoke to you regarding a service call scheduled for slow speeds on 2/18/25. We have escalated your internet issues to our Technical Supervisor to find the best course of action to resolve these concerns. Due to inclement weather our dispatch team reached out to update the service call has been moved to Friday 2/21/2025. We will continue to follow up with you until this is  resolved. 

• Initial Complaint

  Date:02/11/2025

  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 knowingly upsold me into an expensive Ultimate Vyve Gig plan, despite me explicitly requesting the lowest-tier plan that would have been fully covered by ACP, leaving me with a $0 or marginal bill. I repeatedly told the salesperson that I lived in a small apartment with low bandwidth needs, but they pushed the premium plan anyway, draining my ACP benefit and forcing me to pay out-of-pocket when I should have owed little to nothing. Because I couldn’t immediately afford these unnecessary charges, I was hit with $50 in ACH return fees ($25 per month for two months), directly caused by this upselling.
  
  Vyve refuses to refund me, claiming I didn’t escalate the issue within 90 days, but this isn’t a simple billing mistake—it’s a case of predatory sales tactics that misused ACP funds and put me into financial hardship. In fact, I did raise this issue with a Vyve representative over the phone within a few weeks of switching to a lower plan, and I was told they would submit a refund request but that “it may take several months to process.” Now, after finally reviewing my charges independently—thanks to purchasing my own equipment—I am challenging this discrepancy and demanding accountability for what happened when my service was set up. Vyve’s actions not only exploited a government assistance program, but they also trapped me in a plan I didn’t need and penalized me when I couldn’t pay for it.
  
  I am requesting a full refund of $160.10, which includes $110.10 in unnecessary charges after ACP was applied and $50 in ACH return fees that Vyve imposed as a direct result of their upselling. Vyve has only credited me $50, which does not cover the full amount I was charged due to this situation. This is not a request for equipment costs or unrelated charges—only what was unfairly charged. I have tried multiple times to resolve this with Vyve directly, but they refuse to take responsibility. I am seeking a fair resolution.

  Business Response

  Date: 02/14/2025

  Thank you
  for taking the time to share your feedback.
  A full
  review of your account has been completed.
  Service was
  installed with our Vyve Gig plan as requested.
  The
  Affordable Connectivity Discount was added to your account upon install 9/8/23.
  We advised
  changes could be made to your packaging at a later date if needed. On 10/24/23
  we downgraded your account to our Vyve 105mg speed as requested.
  A courtesy
  credit of $50.00 was been applied to your account on 2/5/25 and an email has
  been sent regarding this resolution.
  Your request
  for disputing the return check fees in 2023 would not be eligible for
  reimbursement. For additional billing details You can visit our website at ***************************************
   Our
  Residential Services Subscriber Agreement pg. 3. (g) Billing Errors. Subject to
  applicable law, you must notify us of any billing errors or other requests for
  refund within sixty (60) days of the date on the bill. After such date you
  agree to waive all disputes and claims.
  
  We
  appreciate the opportunity to review your concerns further.
  
  Regards,
  Vyve
  Broadband
  ******************
  ***** ******** 

  Customer Answer

  Date: 02/18/2025

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Vyve’s response fails to address the real issue. This is not a routine billing disput—it is a case of predatory sales tactics that locked me into an excessive Vyve Gig plan and an unnecessary, overkill Eero Pro router, despite my clear request for the lowest-cost plan for my small apartment.
  
  
  Vyve falsely claims I “requested” the Vyve Gig plan. That is completely inaccurate. I made it clear I needed the lowest-tier plan, but I was aggressively upsold into a family-sized package I didn’t need. Additionally, I was locked into an Eero Pro rental, which added nearly $15 per month for over a year—another forced upsell.
  
  
  Vyve also states I did not dispute this within 60 days, but that is misleading. I raised concerns within weeks of downgrading my plan and was told a refund request would be submitted but could take months. After waiting with no resolution, I am now addressing the financial harm caused by this forced upsell, which I fully assessed only after purchasing my own equipment.
  
  
  The $50 credit Vyve references does not resolve this issue. I am demanding full reimbursement of the unfair plan charges, as stated in my BBB complaint, plus a $125 settlement for the unnecessary Eero Pro fees. Vyve’s 60-day dispute policy does not apply here—this was deceptive sales, not a billing error. The ACP benefit masked the true cost of this excessive plan, draining my ACP entirely and leaving me with out-of-pocket costs, including ongoing Eero rental fees, until I replaced it.
  
  
  Vyve must fully resolve this complaint—not just reference prior credits while avoiding accountability.
  
  
  Sincerely,
  ****** ****
  

  Business Response

  Date: 02/24/2025

  Your
  feedback is appreciated and we are happy to address any specific concerns you have.
  On 2/11 our Support Specialists spoke to you over the phone. We identified
  there were no issues with your package during 2023. During your initial call
  you specifically agreed to install our Gig service due to your gaming needs due
  to a price difference of $10 for our 200M speed you were inquiring about. Your
  account was downgraded at your request the following month 10/24/23 to the 100M
  speed covered by the ACP program.
  
  Thank you,
  Vyve Broadband
  ******************
  ***** ******** 

  Customer Answer

  Date: 02/25/2025

  Complaint: ********
  
  I am rejecting this response because Vyve continues to misrepresent the facts and evade accountability. Their claim that I “agreed” to install the Gig service due to “gaming needs” is misleading. I requested the lowest-cost plan, but the salesperson manipulated my response about gaming to justify an unnecessary upsell. My gaming usage is offline and low-bandwidth, making their justification entirely false. Vyve’s repeated claim that the Gig plan was “only a $10 difference” ignores that it drained my ACP benefit, forcing me into unnecessary out-of-pocket expenses.
  
  Vyve also falsely claims my downgrade was simply “at my request.” This ignores the fact that I was overcharged for two months due to their deceptive upselling. Additionally, Vyve sent two contradictory emails regarding my downgrade—one stating it was to an ACP-covered 100M plan, while the other omits ACP entirely. These inconsistencies expose their deception. I have attached both emails to demonstrate this. Vyve also falsely claims I failed to dispute this early enough, when in reality, I raised concerns within weeks and was met with delays and dismissals.
  
  Vyve has had multiple chances to resolve this fairly. Because of their continued dishonesty, I now demand a $200 refund—still lower than what I was wrongly charged. If they refuse, I will expect a higher settlement through the FCC, where their predatory sales tactics and ACP abuse will face scrutiny. Their continued dismissiveness has already escalated this case, and refusing to settle will only increase their exposure. Vyve can settle now for $200 or face further consequences. Any further private emails will be documented and submitted to the FCC as additional evidence of their deceptive practices.
  
  Sincerely,
  ****** ****
  

• Initial Complaint

  Date:01/19/2025

  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.

  The people who installed vyve at *** ****** ** cut the satellite lines for apartments ******* to install an internet line. Then when that issue was fixed the people installing the line cut my ******** satellite Internet cables conduit around my cable, exposing my cable.
  I buried my ******** cable underground, with a conduit protecting it, and the people installing vyve had complete disregard for anyone else's cables.
  
  I demand the vyve company replaces my conduit, as they were the people who cut it (with no reason) in the first place.

  Business Response

  Date: 01/23/2025

  Thank you so
  much for taking the time to reach out. We apologize for the inconvenience these
  issues have caused and are happy to work on a resolution for you. On 1/20/2024
  our Support Specialists spoke to you over the phone. We escalate your concerns
  to the Technical Operations Supervisor. This was escalated to our drop bury
  contractors to resolve and follow up with you.
  
  We
  appreciate the opportunity to review your concerns further.
  
  Thank you,
  Vyve
  Broadband
  ******************
  ***** ********  

  Business Response

  Date: 02/05/2025

  Vyve’s
  Response:
  
  We
  appreciate your feedback and apologize for any frustration this has caused. On 2/4
  & 2/5 We have attempted to contact you by phone and have been unable to
  reach you. This was previously escalated to our contractors working in the area.
  We have a technician who will be dispatched to verify that the line has been
  repaired.
  
  Our
  team will continue to follow up with you to ensure this has been resolved.
  
  Regards,
  Vyve
  Broadband

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  No one tried to reach out to me on 2/4 or 2/5, and my cable is still exposed.

  Nothing has been fixed since the first time I reached out and at this point I'd almost rather just have them pay me for the damages
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/02/2025

  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.

  After Hurrican Helen, I was without internet for over a week. It took many calls over a number of weeks to get through to anyone regarding a refund for time without service. I understand this was an act of nature, but unlike power and other utilities, I had to pay the same amount despite having so service provided. I was instructed to keep paying my bill in full and eventually would be able to request a refund based on the total outage time for my area.
  
  My bill is $69.98 per month. When I was finally able to submit for reimbursement via on online form, my credit was only $2.33, the equivalent price for 1 day of service. Since I was without service for 8 days, my credit should have been $18.64.
  
  Subsequently, due to years of issues and poor service, I cancelled my service on 12/23/24. However, I still had a payment due on 12/26/24 and I when I called to cancel, they would not prorate the outstanding amount due. The last payment made on 12/26 covered a service period through 1/6/25, which means I paid for 14 days of service after cancellation. Thus, in addition to the refund mentioned above, I should also be getting refunded $32.62 for the coverage period after canceling my service.
  
  Overall, I should be receiving a refund of $51.26 (8 days of interrupted service in September plus 14 days paid after service was cancelled). However, customer support representatives tell me I'm only entitled to $2.33, which I have no idea if/when I will receive. I would greatly appreciate help from the BBB in obtaining my refund of $51.26 for services not provided.

  Business Response

  Date: 01/06/2025

  Thank you so
  much for taking the time to reach out. We understand how difficult it is to be
  without service, and we sincerely empathize with the challenges this storm has
  brought to you, your family, and our community. On 1/3/2024 our Support
  Specialists attempted to reach you by phone to discuss your concerns. Due
  to commercial power outages affecting the area we will not be crediting for the
  1st seven days of the outage. A credit in the amount of $2.33 has been
  applied to your account. An email was sent to advise you of resolution and
  confirm best address for refund check.
  
  We
  appreciate the opportunity to review your concerns further. 
  
  Regards,
  Vyve
  Broadband
  

  Business Response

  Date: 01/16/2025

  Vyve’s
  Response:
  We appreciate
  you taking the time to review our response. On 1/15/25 a member of our support
  team spoke with you and confirmed your Hurricane credit of $2.33 and a prorated
  credit of $33.19 due to disconnection on 12/23. These credits will be included
  in your refund of $36.19. We confirmed your billing address and that your
  concerns were addressed during our call.
  Thank you for
  the opportunity to allow us to assist you.
  Vyve
  Broadband

  Customer Answer

  Date: 01/22/2025

   
  
  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:01/02/2025

  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.

  As you know, WNC was hit with Helene mid-September and utilities went offline for some time. My home lost internet/cable service for 29 days and power for 10 days.
  Vyve broadband is my provider and I called them when the relevant bill was approaching because there had been no mention of credit for lost service. I was told that the company would be giving appropriate credit for lost service when the service was restored. While waiting for service restoration, my full bill was auto-debited from my account.
  After service was restored, nothing was heard regarding credit. We again called Vyve and were told that customers who were calling were to be given a website to go to and apply for credit.
  11/25 I went to this address, filled out the information requested, and was told that I would receive an approximate $65 credit. This is insufficient because my service was out for almost an entire billing period (29 days) and my bill is $91.20
  I emailed Vyve with this information and asked for explanation. Their auto reply stated they strive to respond in 2-3 business days.
  
  12/9 I had received no reply from Vyve, so I called and spoke to an agent. He escalated the case and assured me he would respond with an answer from corporate that day.
  
  12/11 Having received no reply from the agent, I called again and spoke with another agent. He stated the case was still pending and told me to check back that Friday.
  
  12/13 I received an email reply from Vyve advising "the first 7 days of outage were excluded from interruption credit". They instead pointed to "complimentary upgrades or service enhancements" in lieu of restitution. I replied and questioned why they arbitrarily excluded 7 days of service and why they expect customers to pay for a service that is not functioning and not fixed.
  
  12/19 I received a reply which ignored my direct question and repeated the same exclusion. I requested an answer and have been ignored.
  No pay for services undelivered. Full adjustment is fair.

  Business Response

  Date: 01/03/2025

  We
  appreciate you taking the time to share your feedback. We sincerely apologize
  for any frustrations this may have caused. On 1/3 our Support Specialists
  attempted to reach you by phone. We applied a credit of $65.99 due to service
  interruptions from Hurricane Helene. An additional credit of $5 was applied
  12/30/2024 due to outages from after Hurricane recovery. An email was sent
  regarding resolution.
  
  Thank you
  for allowing us to work towards a resolution together.
  
  Regards,
  Vyve Broadband
  

  Business Response

  Date: 01/14/2025

  We
  appreciate your response and the opportunity to review your concerns further.
  On 1/14 our Support Specialist attempted to reach you by  phone. An
  additional review of your account was completed, and a second hurricane
  compensation was applied to your account on 1/14 in the amount of $25.21. This
  was in addition to the credit previously applied on 1/3 in the amount of a
  $65.99 for Hurricane Helene. An email has been sent advising of resolution.
  
  We
  appreciate the opportunity to address your concerns.
  
  Thank you,
  Vyve
  Broadband
  ******************
  ***** ******** 

  Customer Answer

  Date: 01/22/2025

  
  
  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 at this time. Vyve appears to have applied a full credit for the service lost . I consider this case resolved as long as that remains true. Thank you.
  
  
  
  Sincerely,
  
  
  
  **** ******