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:12/13/2024

  Type:Customer Service 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 am in the military and recently stationed overseas. I had internet service with Vyve broadband in ****************. On 8 October 2024 I called to have my service disconnected. 29 November I received an email stating I had a bill. I called **** customer service. to see why I was receiving a bill. I was told that the stop service request wasnt fully processed and they would correct. She said the bill was waived and my account balance was $0 and my account was fully closed, no further actions. *************************************************************************************************** 74804(no other communication). The tenant let me know that **** sent me a bill and it had gone to collections. I called customer service back ************** ) and spoke to a representative (******). He said he reviewed the notes and my account balance was waived and it is $0. It would not be a hard credit pull because it went to internal collections. He said he would send a email to corporate to have it corrected. He said he would email me when he did so and that corporate would send me a case #. I also said I would like to speak to a supervisor. He said there were none on duty as they work 5am-10am and they would email me with. I received nothing. I called back and got back to the billing department and they said nothing was waived and I still had to pay and nothing went to corporate. As I tried to vent my frustration the technician tried to over talk me and gave excuses for there yet again to be no supervisor and I got louder until he dropped the line. I call right back and talk to someone who explained again I had a bill to pay and nothing was waived. He got me a supervisor(******). She explained it would be a hard credit pull and I had to pay now to clear it. I paid the $99.90 (fee added) to clear it so it didnt hurt me any more than it had. She sent a note to corporate and to the billing department to see if it could be corrected and refund what I paid.

  Business Response

  Date: 12/18/2024

  We appreciate you taking the time to share your feedback. We apologize for any frustrations this may have caused and are happy to investigate your billing concerns further. A review of your account has been completed an no refund will be processed. We received a request to cancel your account on 10/8/2024, and your account disconnected at the end of your billing cycle on 10/25/2024 with all billing charges stopped. An email was sent regarding this resolution.
  
  Thank you for the opportunity to review your concerns further.
  
  Regards,
  Vyve Broadband
  ****************************
  **************
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: ********
  
  I am rejecting this response because: The issue is not if the charges are valid (not that it has been explained). The issue is I received a bill I thought to be invalid. You all agreed with me and told me my balance was $0 and my account is closed, no further action by 3 representatives. Told not to do anything further with the bill. Then you send it to collections! Because the lack of training and misguided information you all gave I will have a hit on my credit! The reason for the late payment is your fault and I am taking the burden. Had the first representative done their job correctly and explained the bill was valid and explained why, there would be no issue. Up until this point I had never missed or was ever late on a single payment (roughly 3-4 years) . Clearly you can see the disservice your representatives have done me and the company. Yes I would like a refund for the last payment due to your negligence and frustration it has now caused me. Hours wasted going back and forth on the phone while being now overseas and having to file a complaint to get a resolution. I need something from you all to correct my credit as well. It was stated that I received an email as well with the resolution from the company to which I have not received either. Only information I have received is from BBB. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/23/2024

  We appreciate you taking the time to reach out.  A full review of your account has been completed. We received a request to disconnect services on 10/8/24. The account was closed on 10/25/24, with a final bill due for 9/25/24 - 10/24/24 based on our block billing policy. 
  
  We thank you for your payment of $99.90 received on 12/13/24. The account now reflects a 0.00 balance and all collection efforts will cease. 
  
  Regards,
  Vyve Customer Support Services
  ****************************
  *************

  Customer Answer

  Date: 12/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: the bill was sent to collections which in turn effects my credit. How was I to know to even pay the bill when 3 agents told me not to the only reason I paid the $99 because you all said it would remain in collections until I did or the case was resolved. This is 100% on the company, I did my part. I received a bill and contacted them and was advised it was erroneous. I need a letter to give the credit agencies and a refund due to the frustration you all have caused. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/06/2025

  see attached

• Initial Complaint

  Date:12/09/2024

  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 a dentist in private practice. I moved my dental practice to a new location. Instead of moving my services like I had instructed them to do they added another location and double billed me for phone and internet services for months for both locations until I caught it. Then when I caught it they said its my responsibility to catch all billing errors within 30 days and they wouldn't refund me. Now that I'm trying to cancel due to terrible customer service they are saying I'm bound to a 5 year contract and are refusing to let me out of it.

  Business Response

  Date: 12/13/2024

  Thank you for bringing this to our attention. We apologize
  for the inconveniences these issues have caused and are happy to address your
  concerns. We escalated this to our Commercial Specialists who attempted to
  reach you by phone on 12/13 to discuss your concerns further. An email was sent
  to attempt to work towards a resolution.
  
  We appreciate the opportunity to look into your concerns
  further.
  
  Thank you,
  Vyve Broadband
  ******************

• Initial Complaint

  Date:12/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Vyve bill, and everyone else’s Vyve bill just went up $5 per month in extortion fees unless I sign up for their autopay. In effect giving their server access to my bank account. This complaint is notice I have already contacted the FTC, and I’ll be contacting the FCC, the Oklahoma Corporation Commision, and The State of Oklahoma Attorney General. From there a social media campaign to gather other injured parties that pay their bill in a timely manner and do not wish to disclose banking information to 2nd, 3rd, or 4th party providers, or Vyve employees for that matter. My bill is already paid electronically and early every month for the past 5 years. Nobody is opening a letter or depositing a check of mine. So Vyve you can take the $5 charge off every one of your customers, publish a public apology for this attempt to fine customers in good standing for not giving you access to their banking information, and promise not to repeat the $5 fine per month for us not giving up our information. Looks like you have lots of complaints about billing already. So let’s see how far the $5 you forced me to pay today goes against answering questions of federal agencies. Hopefully you get a lot of attention, the FTC was certainly interested in my complaint. I am sending this to the National and Local Media to end this abuse.

  Business Response

  Date: 12/12/2024

  Thank you for sharing your feedback. We appreciate you taking the time to reach out regarding your billing concerns. On 12/11/2024 our Support Specialists was able to discuss your bill over the phone. We discussed our auto pay policy and options to have this fee removed. As a courtesy, we have applied a credit towards your bill in the amount of $5.00 for the no auto pay fee. An email was sent regarding this resolution. Please contact us if you decide to update your payment options in the future. 
  
  We appreciate your loyalty!

  Customer Answer

  Date: 12/15/2024

   
  
  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:12/08/2024

  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 internet service said they were going to issue a credit for the time our service was out due to the storm. I’ve contacted them several times. I got my bill there was still no credit issued. We pay almost 100.00 each month on this service which frequently lag or just knock off.
  We had no internet service for over 5 weeks! This company should honor their word. This is a shameful way to do a customer who has been loyal for over 10 years!

  Business Response

  Date: 12/11/2024

  Vyve Response:
  We appreciate you bringing this to our
  attention and apologize for any inconvenience this may have caused. 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.
  A Support Specialist spoke with you on
  12/11/24 and went over our Hurricane compensation offerings. After reviewing
  our records of service calls and outage restoration and based on your
  compensation selection, a credit of $68.17 was applied. For additional
  information our Residential Service Subscriber Agreement can be located on our
  website?at***************************************** or the
  direct website?************************************************************************ 
  
  Thank you for being a loyal Vyve
  Broadband customer. 
  Regards,
  Vyve Broadband
  ******************
  ***** ********

• Initial Complaint

  Date:12/02/2024

  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 cancelled my VYVE service August 22, 2024. I had been a customer for several years and always paid my bill. The last three months I had the worst internet connection. It would go off for hours at a time and then when it was on, it would cut off every ten minutes or so. This is huge for me because I work on a government server at home for the department of veterans affairs. I called and called for help with the issue and finally gave up.
  
  I cancelled and returned my equipment. They kept stating I didn’t return my equipment including a piece of equipment that was returned to them 3 years prior. With the receipt from the post office, I was finally able to get them to remove the charge.
  
  Now they have sent me to collections for a bill they are saying I owe. I have called over 20 times to solve this. I’m at my wits end. They always say a supervisor will call me. I just ask for them to please remove this charge. It isn’t right for them to do this. I was a loyal customer to this company for a long time. I do not owe for that charge. I did not have internet. My entire neighborhood didn’t have internet for months, that is why so many of us cancelled. Please help.
  
  Thank you,
  Brooke

  Business Response

  Date: 12/05/2024

  Vyve’s
  Response:
  We appreciate
  you taking the time to share your feedback and apologize for any frustration
  this may have caused. On 12/03/24 a Support Specialist attempted to reach you
  by phone. We corresponded via email to discuss your billing concerns. A full
  review of your account has been completed. A billing adjustment of $16.00 was
  applied to your account for service issues through 8/15/24 -8/20/24 for
  services rendered 8/12/24-9/11/24. Your account is currently closed and
  reflects a final balance of $87.46. Once payment is received, we will remove
  your account from the collections.
  
  Thank you for
  the opportunity to resolve this matter.
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:11/29/2024

  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.

  Bad customer service promises one time comes up with a different time and date without explanation sales rep ***** lied to me about a tech showing up today and now they are not coming after being here at 4am this morning

  Business Response

  Date: 12/03/2024

  Vyves Response:
  We appreciate you taking the time to share your feedback. This experience is not what we want for our customers and apologize for any frustration this may have caused. Our Commercial Team was able to speak with you on 11/29. 
  
  A detailed review of the account has been completed.  At this time no compensation will be applied due to quick action taken by our field team resulting in a same day installation on 11/29.
  
  Thank you for allowing us the opportunity to resolve your concerns and choosing Vyve Broadband.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 12/06/2024

   
  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:11/25/2024

  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 issues with this company since 2018 and have yet to receive a workable solution. I cannot get the service that was promised to me and never have. This company has a monopoly on my area and they know it. I can occasionally get the download and upload speeds that I pay for but CANNOT get a steady connection. One moment I'll be blazing through with 500 mbs down and 40 mbs up but I still lag or buffer even when testing "good." I have had more technicians come to my home than I can count. I live in the middle of town and the claim that Vyve makes as a "Fiber" network is blatantly false. This company has "Fiber-to-node" which then runs to each residence on coaxial connections. This is an "almost fiber" business that refuses to sink any money or maintenance into it's ancient network, thus the constant issues with getting a stable connection. I have been forced to upgrade my equipment multiple times as I refuse to pay the rental fee on their equipment, this makes it easy for the technicians to point at my setup and claim they are blameless. Once a real fiber company settles into the area I'm sure that Vyve will step up their game because the current business model just WILL NOT survive once there is real competition. Once this company has you sold, (new customer discounts and free setup) don't expect them to EVER help you properly.

  Business Response

  Date: 11/29/2024

  Thank you
  for bringing this to our attention. Your feedback is appreciated and we would
  like the opportunity to investigate your service concerns further. On 11/29 our
  Support Specialists followed up with you and escalated your concerns to the
  Technical Operations Manager to review. A service work order was completed and
  additional investigation will be completed by our Maintenance Team. Once
  resolved, we will follow up to ensure no additional assistance is needed.
  
  We appreciate
  the opportunity to work towards a resolution.
  
  Thank you,
  Vyve
  Broadband
  ******************
  ***** ********

  Customer Answer

  Date: 12/07/2024

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

  The issue is still ever-present. I have had several periods with internet so slow that I cannot even stream any TV shows via Netflix, Hulu, and other streaming services. I have received some small amount of communication but the work has yet to be completed. My node is SEVERELY over saturated with other customers including MANY businesses and I can typically feel the sluggishness of the network based on normal business hours, but this is not the only time the poor infrastructure has caused issues. Excuses are still being made but I have been informed that the company intends to "split" the node so that the residential customers will no longer be attached to the same node as the commercial customers. I hope this is enough but highly doubt it will "fix" all my problems as I also have issues with my speeds and connectivity (staying connected regardless of speed) outside of normal business hours. I cannot express this enough, I am NOT happy with the way Vyve Broadband does business.

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

• Initial Complaint

  Date:11/18/2024

  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.

  On Sept 25th 2024 we paid our Vyve Internet bill in full. When we woke to turn on the TV at 5:30am On Sept 27th there was no internet connection due to Hurricane Helene which had knocked out our internet service. Today is November 18th and we still have no Vyve Internet service.
  
  We have called Vyve at least 5 times to find out when our service would be up and running again. They said it appears we have service. Then asked how we would like to pay the $174 Internet bill? We explained AGAIN, the reason for the 5th call was because we DO NOT AND HAVE NOT HAD INTERNET SERVICE since Sept 27th 2024. The last bill was paid in FULL on September 25th, 2 days before the storm. There could not possibly be a bill when there has not been any service. I asked what time frame the bill covered. We were told October and November. Smh
  After 30 minutes of them attempting to fix it from their end, We said we still have a message on the TV that reads “ NO INTERNET CONNECTION”.
  We were told they would send the info to the technician and see if they could fix it. Well, a week later no one had called us back.
  The last call was Sunday, November 17th. We were told to go online at inquiry about a compensation for the $174.
  The compensation box was prefilled for $19. We were unable to change the amount yo $174. We called back and was encouraged to go into the office to seek assistance.
  My husband ****** went into the local Vyve office on November 18th and they did ABSOLUTELY NOTHING TO RESOLVE the issue. They said we owe $174 even though we still have no service. So we have a technician coming out of Nov 22nd just to tell the Vyve office that we do not have service. They will not provide service until we give them $174 for service they did not provide.

  Business Response

  Date: 11/22/2024

  We appreciate you taking the time to share your feedback.  We appreciate your continued patience and sincerely empathize with the challenges this storm has brought to you. On 11/19/2024 our Support Specialists attempted to reach you by phone.  We escalated your internet concerns to the Technical Operations Supervisor. A service call was completed 11/22/2024, and modem was installed to resolve your service concerns. An email was sent to advise you of service resolution and additional hurricane compensation options. 
   
  Thank you for allowing us the opportunity to work towards a resolution.
   
  Regards,
  Vyve Broadband
  
  

• Initial Complaint

  Date:11/16/2024

  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 a Vyve customer since they took over from Northland in my area. The service has been abysmal. Constant outages (literally every other day at least) average outage is 15-30 mins and that happens twice per day. This has been going on for almost a decade
  
  They are the only valid offering here and they know it. There has been "noise" on my lines and they say that is why the service is so unreliable. They know what the problem is and refuse to fix it.
  
  My bill continues to go up despite the problem persisting. My bill has almost doubled in the last 18 months, going from 45 per month to now 85 per month.
  
  The technician details the problem, but when i call Vyve they want to pretend nothing is wrong.
  
  This company has a pattern of doing this apparently everywhere they operate. Something needs to be done about this company. I would like to think theyre working their way to a class action lawsuit. I cannot understand how behavior like this is legal.

  Business Response

  Date: 11/21/2024

  Thank you
  for bringing this to our attention. We apologize for the inconveniences these
  issues have caused and are happy to address your concerns. On 11/19/2024 our
  Support Specialists spoke to you over the phone. Our Field Operation Manager
  confirmed maintenance has been completed and we will continue to monitor and
  adjust service levels as needed. 
  
  We
  appreciate the opportunity to work towards a resolution.
  
  Regards,
  Vyve
  Broadband
  ******************
  ***** ******** 

• Initial Complaint

  Date:11/14/2024

  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.

  Vyve Broadband continued to charge even though I didn't have service from Hurricane Helene from September 27 to November 9 and was charging me $82.49 per month. I called to complain and they stated they could not put our account on hold, but we issue credit after service was returned. Now I asking them about my credit and they indicate through an automated system they will credit me back $67.82 even though they deducted more than that from checking account. There service and support has been terrible.

  Business Response

  Date: 11/19/2024

  Thank you for taking the time to share your feedback. We
  sincerely apologize for any frustration these issues caused and are happy to
  address your concerns. On 11/19/2024 our Support Specialists spoke to you over
  the phone regarding your billing concerns. Since the outages were due to
  unprecedented and uncontrollable circumstances like severe power outages and no
  power to our infrastructure, we are unable to credit for the first 7 days of
  the outage. We’re prioritizing solutions that we hope will provide you with
  more value as your service resumes.
  
  Thank you for being a loyal Vyve customer!
  
  Regards,
  Vyve Broadband
  ******************
  ***** ******** 

  Customer Answer

  Date: 11/21/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  its not my fault there was no power.  And I don't feel I should be changed for a service that could not be provided.  Its unbelievable to think a service provider can continue to charge for a service that they cannot provide.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 12/02/2024

  We appreciate your response and the
  opportunity to review your concerns further. On 12/2 our Support Specialist
  spoke to you over the phone. An additional review was completed and a billing
  adjustment applied to your account. We sent a compensation link to request the
  remaining statement credits to your phone. 
  
  We apologize for the inconveniences
  these issues have caused, and are happy to reach a resolution.
  
  Thank you,
  Vyve Broadband
  ******************
  ***** ********