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

  1108 W Main St Forest City, NC 28043

• 

  Vyve Broadband

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  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:07/31/2024

  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.

  See attached complaint form.

  HAVENT HAD INTERNET SINCE APRIL 2024
  

  Business Response

  Date: 08/02/2024

  Vyve’s
  Response:
  We appreciate you taking the time to share your
  feedback. We apologize for any inconvenience these issues have caused. On 8/2 a
  Support member followed up with you. It was determined your internet services
  are working and you are not experiencing services issues at this time. Vyve
  Broadband offers paperless email billing to avoid additional fees. However, you
  have declined to enroll in email billing. Please contact us if you decide
  to make any changes to your account.
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:07/30/2024

  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.

  I chose this company as I needed internet and cable. I was having issues with audio and losing connections with my internet. I had a outage with my TV and it died. Wasn't sure if that may been connections issues as my system wasn't hooked up properly as **** was saying. This is why I was losing connections. I paid this company $177.00 when signing up and I don't feel this is worth the price when their technicians can't connect lines properly. I want a credit to my account for this problem. I wasn't able to connect my security system because of this.

  Business Response

  Date: 08/02/2024

  Vyves Response:
  We thank you for your feedback. This experience is not what we want for our customers, and apologize for any frustrations. On 7/31/2024,our Support member spoke to you regarding the internet and video concerns. We have also escalated this to our Technical Operations Manager who has been in contact with you. We will continue to review and follow up with you to ensure this is resolved.
  
  Thank you for allowing us to work towards a resolution with you.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 08/05/2024

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

  Hello, My name is *******************. I am contacting you back in regards to my complaint with the company Vyve Broadband. This company contacted me saying they scheduled an appointment to come out to check my connections. I waited for them on August 1, 2024 in the hours they were set to arrive were between 1 and 3 pm and i wasnt contacted and they never showed up so i cancelled. This is a poor way to do business. In time i will be looking for a different provider as i cant rely on Vyve Broadband. I would like a refund as my service has been very poor. Thank you for your time. Sincerely ****

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

  Business Response

  Date: 08/09/2024

  Vyve Response:
  Thank you for bringing this to our attention. On 8/8/2024 Our director of Operations had reached out to you and scheduled a work order to have a tech come out at your convenience.  We have also applied a $100.00 credit to your account for the service issues you have been experiencing and will continue to follow with you as we work to confirm issues are resolved.
  
  We appreciate you being a loyal customer. 
  
  Thank you, 
  Vyve Broadband? 

• Initial Complaint

  Date:07/23/2024

  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.

  7/15/2024 The business was using the federal program ACP for broadband service at a discount, when the program ended they enacted a policy that stated you can not upgrade your service for six months and they changed my service in the middle of the month causing me to have huge overlimit charges. They're punishing customers for using a federal program to help pay for broadband service, since it ended back in *** of 2024.

  Business Response

  Date: 07/25/2024

  Vyves Response:
  We appreciate you taking the time to share your feedback. On 7/24/24 a Support member spoke with you to discuss your service. We have applied a billing adjustment to your account and added unlimited data plan as agreed upon. You have agreed to keep your services the same for the next 6 months.
  
  Thank you for giving us the opportunity to resolve your concerns.
  
  Regards,
  Vyve Broadband
  ******************
  *************

• Initial Complaint

  Date:07/15/2024

  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.

  Greetings . I Have been a VyveBroadband customer since 2012. My Complaint is this i was on the *** program since I'm Disabled .i Had been on there *********** for over 6 years when it become ready in my Area until about 3 weeks Ago when vyve took me down from 1 Gig to there 200 Mbps Internet without my Consent. so I called them and had it all straighten Out the lady @ **** told me everything was fine. But the Next Night same thing they took me from 1 *********** back down to 200 MBPS without my Consent. they claim the Reason is I Owed them 100 dollars from the *** and they give me Amnesty for the 100 dollars Owed? Strange I have all the bills and were Paid in Full. Not only that under the ****** Law in ******** anything EAST of I-35 is Indian Tribal Lands and Got 75 Dollars for *** not the Reg 30 dollars if not on tribal lands. I Live East of I-35 Kinda Strange since there 1 *********** is only ***** a Month to Anyone if not on the ***. there should have been a ***** Credit Each Month from the left over ****. I think a Federal Investigation Needs to be done Against Vyvyebraodband . Think of all the Customers that where Not even on there *********** that where Not getting there full Benefit Also cause you know vyvebroadband was taking the whole 75 dollars not the 30. it Sad they treat there customers this way specially being with them 12 years. i had to switch to ******** which is Great Also because im getting 800 down 75 up . Also i want to state that i Print all the bills have copies and also have screen shots of Vyve Internet Pricing if needed where it suppsosed to be ***** NO Contract per Month.

  Business Response

  Date: 07/19/2024

  We appreciate you taking the time to share your feedback. We apologize for any inconveniences these issues have caused and are happy to address your concerns.On 7/19 a Support Supervisor followed up with you. In April, notifications were sent out via email regarding the *** program expiring. These notifications advised of updates made to your package. When signing up for the *** program,you received the full benefit allowed for the *** discount, in addition to new customer pricing. The new customer promotions will expire through your time with Vyve.  As a courtesy, all past due charges on your account were credited back. Currently your account is set to disconnect on 7/23/2024 with a 0.00 balance. 
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:07/09/2024

  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.

  Signed up for vyve Broadband, Installation was several weeks later then promised, Was told I would get a credit for the inconvenience, That never happened. Once installed every 20 minutes the connection would be lost. When a tech was finally sent out He had no parts. A second visit. And only part of what was thought to be needed, The third visit was supposed to be in three days, and that was a couple weeks ago. All in all, I've had this terrible service for just over 3 months. I can't do my training online because of the constant connection loss. It was not until I call them and told them. I want to discontinue service that they offered to escalate the problem.. I paid them For the last 3 months of service.That was intermittent.And to top it off, the technicians that installed the cable cut the lines Of the competitors cable, so I will now have to pay to have that repaired, so I can go with the competitor. I do not recommend Vyve. They offer a product they are Not Equipped to deliver.

  Business Response

  Date: 07/15/2024

  Vyve Response:
  We apologize for the frustrations with our service and thank you for your feedback. On 7/15 A Customer Experience Manager reached out to you to discuss your concerns. A billing adjustment in the amount of $92.22 has been applied for your service issues. Once the equipment has been returned, a refund will be processed which will take ***** days to receive. 
  
  We appreciate your patience and working with us towards a resolution. 
   Vyve Broadband

• Initial Complaint

  Date:06/20/2024

  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.

  No internet every time it rains or the weather turns bad Heat rain or otherwise the refuse to do anything about that, meaning we are more off than on. Calling does not help, tech support said they need to switch out there extremely old equipment, but that will never happen. Appointments made with tech support are often ignored. They just don't care! 3-9 months of badly interrupted (so called) service, including day's not being able to work,

  Business Response

  Date: 06/25/2024

  Thank you for bringing this to our attention. We apologize for the inconveniences these service issues have caused and are happy to investigate further. On 6/25/2024 a Support member was able to discuss your concerns over the phone. We applied an adjustment to your account and escalated your service issues to the Technical Operations Manager to review. We will be replacing your outside equipment to stabilize your experience. We will be following up with all updates. 
  
  Thank you for allowing us to work towards a resolution. 
  
  Regard, 
  Vyve Broadband
  
  

• Initial Complaint

  Date:06/18/2024

  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.

  As of June 15, 2024, I have been a Vyve / Northland Broadband customer since at least *******. Over the last 10 years, this company has routinely variated their bills by $5 or $6 falsely claiming fluctuations in local and state taxes, services rendered, card fees, etc. None of these charges are consistent throughout the year. Vyve is supposed to provide me with their fastest internet service under the "105M INTERNET" which costs $59.99 minus associated fees. Just this past month, however, May 2024, Vyve increased my bill by $7 by changing my "105M INTERNET" service to "Vyve 200 ************** ******** a change of service that I did not request. I have called them and questioned them about these fluctuating bills on at least three separate occasions since August 2023. Each time call to complain, **** claims they can do nothing about state or local taxes or they make up excuses about changes in service fees. State and local taxes are fixed. They do not fluctuate. Thus, their claim is ludicrous and misleading designed to obfuscate customer complaints. Changing the names of fees charged to their customers is a standard tactic with this company, thus I can never get restitution for being overcharged.As of this year, 2024, I have paid this company at least $531. To date, I figure **** owes me at least $340 for fraudulent charges in their variable billing scam going all the way back to 2014.My Vyve account# is: **********

  Business Response

  Date: 06/20/2024

  We appreciate you taking the time to share your feedback. We are sorry to hear you are having issues with your billing and would like the opportunity to address your concerns. On 6/18, 6/19 & 6/20 a Support member attempt to reach you by phone. An email was sent in order to discuss your concerns further.
  
  Thank you for being a loyal customer! 
  
  Regards,
  **********************
  ******************
  ************* 

  Customer Answer

  Date: 06/20/2024

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

  Although four attempts were made by Vyve this week to reach me by phone, I was routed through their automated inquiry system each time I attempted to return their calls. Only today did I reach an operator at **** ("****") who promised to forward my return call to a "*******" (the original caller). However, I have heard nothing since speaking with **** earlier this afternoon.

  Also, it should be noted that incoming phone calls from Vyve do not cause my cell phone to ring. I simply get voice messages from *******. I have tested this with other callers, and my phone is perfectly operable. 

  This experience further illustrates that **** has no real interest in resolving this issue and will continue their duplicitous billing practices.

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

  Business Response

  Date: 06/27/2024

  Your feedback is appreciated and we are happy to address any concerns you have. We attempted to reach you by phone on 6/18, 6/19, 6/20 and 6/25 to discuss the price increase to your service and to advise you of other service packages and promotions available for your account. We were able to reach you through email;However, you have declined these offers. Please contact us if you decide to change to a different data package or wish to discuss further available promotions.
  
  We appreciate you bringing your concern to our attention and thank you for being a Vyve customer.
  
  **********************

  Customer Answer

  Date: 06/28/2024

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

  ****'s claims to have attempted to reach me by phone on 6/18, 6/19, 6/20 and 6/25 to discuss the price increase to my service and to advise me of other service packages and promotions available for my account are disingenuous. I have already addressed in previous email communications that ****'s attempts to reach me by phone were intended to obfuscate customer complaints. **** claims they were unable to reach me by phone because of my phone's settings is clearly obfuscation. Vyve has no way of knowing such information. Via email, **** has attempted to offer me a different service at a lower cost. Neither of these actions offers a comprehensive response to my original complaint which was for Vyve to provide clear explanation for routine variation in their billing by falsely claiming fluctuations in local/state taxes, services rendered, card fees, and the variation of the titles for said fees. The charges continue to vary and **** still has provided no explanation nor attempted to repay the costs of overcharging. 

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

• Initial Complaint

  Date:05/31/2024

  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.

  I had Vyve internet. Im moved. When I ended my service, I put my equipment in the Dropbox as directed. Now Im in collections because they say I did not. The collection office states the burden of proof falls to me. Seems backwards.

  Business Response

  Date: 06/05/2024

  Thank you for bringing this to our attention. We apologize for the inconvenience this has caused and are happy to work with you towards a resolution. A Support member spoke with you on 6/5/24 and advised we are working with our inventory team to locate the equipment. Our team will continue to follow up with you regarding updates to your account. 
  
  We appreciate the opportunity to resolve your concerns. 
  Regards,
  Vyve Broadband
  ******************
  (855) 367-8983vv

  Customer Answer

  Date: 06/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:The problem has not yet been resolved. They have called me to let me know they are making an inventory for the equipment in question. They called again a few days later and left a voicemail. They asked me to to provide more information regarding the equipment. They said to call or email them back yet did not leave a number or an email. When I googled them to find a number and email, the people answering the phone had no idea how to contact the people who left the message. 

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

  Business Response

  Date: 06/17/2024

  Vyves Response:
  Thank you for sharing your feedback. We apologize for your negative experience. A support member spoke with you on 6/11/24 regarding your equipment concerns. We are unable to locate this equipment in our inventory.  Your final bill is $201.62. Once payment is received, we will expedite removal from collections. 
  
  
  Thank you for allowing us to work towards a resolution.
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 06/20/2024

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

  The only resolution Ive been offered is being allowed to turn in equipment that I turned in two years ago. There has not been an investigation that satisfies me. I was told by the company in ********** to put the equipment in the drop box. I did so. Now I know to wait and demand a receipt. The company has denied all existence of a drop box excepting a Dropbox for mail. So yes there is a Dropbox. It sould not be used for ****, but the employee that spoke with me didnt know that? They billed me and say the burden of proof is on my part. This business practice is incredibly shady. They invite people to turn in equipment in such a way as to leave them open to fraudulent billing. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/30/2024

  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.

  internet has been broken for 2 years and no upload every time I go to use it. Im speaking for multiple other customers as well. same issue dropped bits data complete no service. for days at a time off and on every day for more than 2 years the service tech says its a maintenance problem but the company wont hire anyone to fix it and theres just 1 guy. and HE AINT FIXED IT YET! now Im going to change providers if this isnt fixed VERY VERY SOON as Im sick of this garbage. im paying for a service that is not provided in any way shape advertised and is totally unacceptable!

  Business Response

  Date: 05/03/2024

  We appreciate you taking the time to share your feedback. On 5/1/2024 our Support member was able to discuss your concerns over the phone. Your feedback was escalated to the Technical Operations Supervisor to investigate further. Work is being completed on your node to resolve your service concerns. Once completed we will be following up to ensure no other assistance is needed. 
  
  Thank you for the opportunity to works towards a resolution.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:04/23/2024

  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.

  Consistently not received service speeds as advertised since inception of service.My service speed runs at 25% to 50% (of advertised service speed (105 Mbps) and has done so consistently month after month since service was established.I am well aware that internet speeds will not always be what is advertised, but not even reaching 75% of what is advertised on a consistent basis is false advertising.Rebooting routers every day does nothing to improve service when the core issue lies with either the transmission lines or the the service itself.I have had multiple calls to request that this issue be addressed. I get passed around between repair techs and departments. Supposedly I have had an open work order going on 3+ months. No one calls to update or give status.

  Business Response

  Date: 04/27/2024

  Thank you for bringing this to our attention. We apologize for the inconveniences these issues have caused and are happy to work on a resolution for you. We attempted to reach you by phone on 4/26/2024. An email was sent to discuss your concerns further. We escalated these issues to the Technical Operations Manager to investigate. We will be following up with all updates as we work to correct your internet concerns.
  
  Thank you for the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:  While I appreciate the two attempt made to contact me during my business hours, the issue is self explanatory.  
  
  Please see the response I sent this morning via email:

   

  Hello *************************,
  
  I apologize that I was unable to take your call.  Please feel free to call again between the hours of 9 am EST and 10:30 am EST.
  
  The issue is not resolved and still persists.  The issue is self explanatory.  The rates Vyve advertises is pertinently false.  Rates are consistently between 50-75% less than advertised.  I would consider a consistent rate within 75% of what is advertised to be viable for Vyve to continue to promote the rated speeds for the price they are asking.
  
  Why would I want to continue to pay $55 dollars for 30 Mpbs when its advertised up to 105 Mbps?  Why wouldn't Vyve then just tier the price I pay to the speed I actually receive (i.e. charge me the lower price point since I am getting speed in the lower tier)?
  
  Here is my speed as of right now, and this appears to be a good day **** is having for my speed.  That is over 62% less than advertised.  If I would be getting a consistent ***** Mbps then I could see the price I am paying justified.  I am not, nor has the service received thus far from **** to make it right been acceptable.  Last I heard I still had an open work order to address this?  That was over a month ago.  I shouldn't have to chase the service provider, the service provider should be updating me along the way.
  
  Sincerely,
  ***************************

  Business Response

  Date: 05/06/2024

  Vyve Response:
  Thank you for your feedback. We appreciate you allowing us to work on a resolution. On 4/30 Our support again has attempted to call you regarding your internet concerns.  We have reached out to you Via email to schedule a call with you to further review and escalate your service issues. We will continue to work to ensure your concerns are resolved. 

  
  We appreciate your loyalty,
  
  Regards, 
  Vyve Broadband 

  Customer Answer

  Date: 05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have been in touch with Vyve support via email.  For approximately 3 days my service was performing as expected (i.e. achieving advertised speeds).  However, as of today, my service is back to barely being able to receive data.  Please see attached screenshot.  I have sent an email directly to Vyve support with the same.

   

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