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

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  Vyve Broadband

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

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: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.

  
  
  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,
  
  
  
  ****** *****

  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

• 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.

   
  
  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,
  
  
  
  ***** **** 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

• 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.

  
  
  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,
  
  
  
  **** ******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
  ******************
  ***** ******** 

• 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.

   
  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,
  
  ****** ********e 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.

  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: 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
  ****************************
  *************

  Business Response

  Date: 01/06/2025

  see attached

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

• 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.

   
  
  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,
  
  
  
  ****** ******tion. 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!

• 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.

   
  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,
  
  ****** *******

  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

• 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 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,
  
  
  
  ****** ******

  hnicians 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
  ******************
  ***** ********