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

  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

• 

  Vyve Broadband, LLC

  1501 W Mississippi St Durant, OK 74701

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:11/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During ****** I went without internet service for 33 days because their lines were down in this town. They told all customers to pay their bill in October and would give credit for days we were without service. They are now saying they will not give credit for the first week because power company should give us credit. It was Vyves line that was down for 33 days. I had a generator and had power back with in the first week. This is false leading to keep people paying. Not only the issue of a credit they are making you request the credit but they didn’t let the consumer know that.

  Business Response

  Date: 11/08/2024

  Thank you so much for taking the time to reach out. Your
  feedback is appreciated and we are happy to address your concerns. On 11/7/2024
  our Support Specialists attempted to reach you by phone. We appreciate your
  continued patience and sincerely empathize with the challenges this storm has
  brought to you.  Since the outages were due to unprecedented and
  uncontrollable circumstances like severe power outages, we’re prioritizing
  solutions that we hope will provide you with more value as your service
  resumes. Due to power outages to our infrastructure, we are unable to credit
  for the first 7 days of the outage.  An email was sent regarding this
  information.
  
  We appreciate the opportunity to review your concerns
  further.
  
  Thank you,
  Vyve Broadband 

• Initial Complaint

  Date:11/04/2024

  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 18 months. 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 Shawnee office as they are listed as a headquarters in Oklahoma. I am certain the little Pryor office is not setting billing policy. Probably not Shawnee either, but this will get the ball rolling.

  Business Response

  Date: 11/08/2024

  Thank you
  for sharing your feedback. We apologize for any frustrations this may have
  caused and are happy to address your concerns. On 11/7/2024 our Support
  Specialists attempted to reach you by phone. As a courtesy, we have applied a
  billing adjustment of $5.00 for the no auto pay fee. An email was sent
  regarding this resolution as well as options to setup auto pay to remove this
  fee in the future.
  
  Thank you
  for allowing us to review your concerns further.
  
  Regards,
  Vyve
  Broadband
  ****************** 

  Customer Answer

  Date: 11/12/2024

  
  
  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. The wording in this response and the email response are different. Here Vyve says the $5 will not reappear. 
  The emailed reply is as pasted here;  

  Thank you for your reply. As a one time courtsey we have applied credit for the no auto pay fee of $5. Our legal team reviews all billing changes/increase prior to these being implemented. All price increases are sent with your bill.  If wanting to sign up for auto pay, you can do so through your online account without speaking to a live agent.

  Back to my reply here and to the email. A one time credit is not a satisfactory solution. If you don’t credit my next bill the extra $5 I already paid, and remove the $5 non sign up for auto pay I will file complaints again

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

• Initial Complaint

  Date:10/20/2024

  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.

  This company has lied and continued to lie about restoration. We have had no internet since Sept 26th ( yes there was a hurricane and Def understand and have been patient as we can. We have put in tickets, called, went to the office we cannot get ANY true information on when they will restore. They just keep lying. The box on the pole is broken ( carries 12 houses with no obstruction to not be fixed) over 3 weeks without service and not have seen ANYONE. They obviously don't have enough people or just don't care at this point. They need to stop lying and tell the truth and restore the service. They are saying we still have to pay the bill ( for service we haven't even had. Then they would talk about credits back. We are NOT paying for service we haven't had and still don't. It's unnacepptable that service hasn't been restored at this point and they don't obviously care. They know the problem been told several times now but won't fix it

  Business Response

  Date: 10/24/2024

  Thank you
  for sharing your feedback. We appreciate your continued patience and sincerely
  empathize with the challenges this storm has brought to you. On 10/21 a Support
  Specialists was able to speak to you regarding your service concerns. This was
  escalated to the Technical Operations Manager for further review. We have
  confirmed the mainline replacement was completed 10/22/2024. We attempted to
  follow up to confirm service issues have been resolved by phone and an email
  was also sent.
  
  We
  appreciate the opportunity to work towards a resolution.
  
  Thank you,
  Vyve
  Broadband
  ******************
  ***** ******** 

• Initial Complaint

  Date:09/10/2024

  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.

  Continuous service disconnection, multiple times per day
  Most recently- late August to early September- Installed a new wire but didn’t bury in a timely manner so the dogs chewed it.
  Said they had to wait on heavy equipment but ultimately sent two guys in a Chevy Malibu and 2 shovels to replace the chewed wire and bury it. Left the old wire and nobody connected the new wire.
  Customer service consistently said a supervisor would return calls but nobody ever called on time and nobody seemed to know what was happening
  I’ve been a good customer. I always pay my bill on time despite the terrible service.
  I want a refund for my last month of “service” because it was non existent.
  
  Currently have no service.

  Business Response

  Date: 09/12/2024

  Vyve’s
  Response:
  Thank
  you for bringing this to our attention. We apologize for any inconvenience this
  may have caused. On 8/23 a Support Specialist contacted you regarding your
  service concerns. We escalated your internet issues to our technical filed team
  to work towards a resolution. On 9/10 a Support member followed up to ensure all
  your concerns we addressed.  Your account
  has been closed per your request and necessary credits have been applied. On
  9/11 we followed up with to provide a shipping label for your rental equipment
  and the expected time frame your refund will be received.
  
  We
  appreciate your patience and thank you for allowing us to work towards a
  resolution.
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:09/06/2024

  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.

  mailbox and post destroyed by cable service truck with "bucket" on Thursday, Sept. 5, 2024.

  Business Response

  Date: 09/09/2024

  Thank you
  for bringing this to our attention. Your feedback is appreciated and we are
  happy to address your concerns. On 9/6 a Support member was able to discuss the
  damage concerns over the phone with you. We escalated this to the Technical
  Operations Supervisor, who confirmed our aerial contractor has been in contact
  with a resolution to resolve. They will be replacing your mailbox this week.
  
  Thank you
  for allowing us to work towards a resolution together.
  
  Regards,
  Vyve
  Broadband

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was promised repair and replacement of mailbox for 9/10/24 and have not heard any word or seen any action to correct the situation.  my wife receives her medication by mail and this has been delayed!  Very disappointed with Vyve Broadband!!!
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 09/20/2024

  We apologize for the frustration regarding
  this.  On 9/18 Our Technical Operations
  Manager reached out to you to assist with installing a temporary mailbox while
  a new mailbox is ordered. On 9/19 a Support member followed up with you to
  confirm your satisfaction with this replacement.
  
  We?appreciate the opportunity to work to resolve
  your concerns.?
  
  Regards, 
  Vyve Broadband 
  ****************** 
  ***** ******** 
  

• Initial Complaint

  Date:09/05/2024

  Type:Order 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 signed a business contract in August 2023 for internet service. My business closed down in September 2024, so I went to cancel service. I am a single mother, of four, and a tornado destroyed my entire city, causing massive job loss and multiple businesses to close. Vyve has said that I am liable for the remaining 11 months on a 24 month contract for a business that isn't even open anymore to the tune of over $1100. No one explained to me that there was a contract that I'd be locked into. I had the supervisor review the calls where no one explained this, and they said that it still stands. There was no option for extenuating circumstances or hardship. Just cruelty and heartless service.

  Business Response

  Date: 09/09/2024

  Thank you
  for sharing your feedback. This was escalated to our Commercial Billing
  Specialists to investigate further. Upon review, it was determined an agreement
  was signed regarding early termination of service. An early termination fee has
  been applied from this agreement. Our Commercial Billing Specialists will be
  following up you with regarding this resolution.
  
  Thank you
  for allowing us to look into this further.
  
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:09/04/2024

  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.

  My services were automatically transferred to Vyve Broadband from ********. I reviewed my monthly bill and I have been paying for broadcast re-transmission fee since September 2023. When I called Vyve's customer service, I was informed that the fee was for cable that I don't have or ever had. This fee was for $42.17 on my August 2024 statement. Vyve's customer service representative and manager advised me that they have a policy that no statements are adjusted beyond 30 days. I was advised that their policies are available on their website and are published once yearly on a statement which was changed to August this year. Prior to the change, it was printed on their April statement. Considering my services began September 2023 and they changed the month in which this policy is posted to August this year, I never received a statement with this policy published nor did I receive these policies when their company took over the internet services. I do not commonly look up company's policies on their website. I reviewed my August statement and I don't feel companies should be able to bill customers for services not rendered. I understand that I should review my bill, and I can guarantee that I will moving forward. That still doesn't justify the company billing for services never rendered and refuses to reimburse the charges. After speaking with the representative, I pulled up the Vyve Broadband website and I have yet to find the policy that they don't reimburse beyond 30 days (this customer service manager gave me the reimbursement for 2 months of paying for the services that I didn't receive). I also pulled up my August statement which this policy was reportedly stated. I copied what was published on their statement about refunds below.

  Business Response

  Date: 09/06/2024

  Thank you so much for taking the time to reach out. We
  apologize for the inconveniences these billing issues have caused and are happy
  to look into your concerns further. On 9/6/2024 a Support member attempted to
  follow up with you by phone. An email was sent to advise you of this. A review
  of your account will be completed and we will be following up with you.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband 

  Business Response

  Date: 09/20/2024

  Thank you for sharing your feedback. We apologize for any
  frustrations this experience has caused and are still reviewing your account to
  reach a resolution. We will continue to follow up with you at the best convenient
  time, after 5:30pm, as requested.
  
  Thank you for allowing us to work towards a resolution together.
  
  Regards,
  Vyve Broadband
  ******************
  ***** ********

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response says that we are further reviewing your records and will be in contact with you shortly.  With the acceptance of this response, it states that I agree to the resolution.  I would expect for the resolution to be a part of that acceptance, not working on one.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/30/2024

  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 loyal Vyve customer since 2015. The last 2 years I have been paying over $150+/mo for internet that goes down and doesnt work for at least 20-30 mins at a time at least 5 days every single week. It never fails, it happens ALL THE TIME. I have never received any credit for the non-working service. The last time I went to complain about this, I was given no answer. I already know they will not give me a new router if this one is the actual problem, So now I am going to be out extra money to try a new router when it may not even be the problem. Will very soon be losing my business after 9 long years of being loyal to them. There is no point in paying for service that doesn’t work 70% of the time. I have never felt entitled to anything, but I 100% believe I should be getting a credit on my bill for the service always going out. This is so ridiculous.

  Business Response

  Date: 09/04/2024

  Vyve’s
  Response:
  Thank you for reaching out to us regarding your service concerns. We
  apologize for any frustrations this may have caused. On 9/3 and 9/4 we
  attempted to contact you by phone and email and have been unable to reach you.
  We would be happy to assist you with any billing and technical concerns you may
  have. We will continue to follow up with you to work towards a resolution.
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:08/28/2024

  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.

  see attached

  Business Response

  Date: 08/29/2024

  Vyve’s
  Response:
  We
  appreciate the opportunity to address your concerns and apologize for any
  inconvenience this may have caused. On 8/29 a Support member followed up with
  you regarding your bill increase. We went over your packaging and promotional
  offers available to you. However, you have declined to make any changes at this
  time. Please contact us if you wish to discuss further available
  promotions. 
  
  Thank
  you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******, I am 65 years old, I am a senior citizen, and I don't read and write too good so I don't know how to use a computer so I'm having my daughter type this up for me. I have grandchildren that live with me and need the internet for schooling and my grandson said he would pay for cheaper internet so I had my service with Vyve Broadband cut off back in August of last year I think. Well he stopped paying that bill and I called Vyve Broadband to turn the internet back on again and signed up for a plan that the man helped me pick out over the phone because I don't know nothing about no internet plan or service. I got the plan and each month my bill went up and up and finally I got a bill for $375.81 and I had my daughter call to help me understand why my bill was that high. They told my daughter that we didn't have an unlimited plan because the company changed over or something like that since we had Vyve Broadband last time so my grandchildren had went over on the internet and ran my bill up. I tried to tell them that I would have just paid the few extra dollars for unlimited so I wouldn't pay $181.25 because they went over and then $375.81 the next month because it went over. I'm a senior citizen living on a fixed income and I just do not have that type of money to put out like that. I'm writing for somebody to help me get some of my money back because that really messed up my budget since the beginning of the year. My daughter helped me to add up that I paid over $277.08 after they gave me a small little credit. If I would have had the right plan with unlimited I should have just paid $79.99 a month from the beginning.

  Business Response

  Date: 08/16/2024

  Thank you
  for your feedback. On 8/14 a support agent reached out to you to discuss your
  internet packaging and data charges.  On
  3/27/24 your first data overage of $120.00 had been waived as a courtesy. An
  additional credit of $190 has been applied to your account. Please let us know
  if we can assist further.
  
  Thank you for being a loyal Vyve
  Broadband customer. 
  
  Regards, 
  Vyve Broadband