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

  40092 Hwy 49 Suite A Oakhurst, CA 93644

• 

  Vyve Broadband

  1108 W Main St Forest City, NC 28043

• 

  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:12/14/2023

  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 had poor connectivity and a very sloppy installation from Vyve. I elected to cancel my account and opted for another carrier. I returned all equipment, and never heard anything back about a final bill, until months later receiving a bill from a collections agency. After three calls to different people at Vyve, I was finally able to get the final bill sent to me, have my account reactivated, and was then able to pay them directly. My complaint is for late charges that were no fault of mine. Beyond that, the service was extremely unrelaible, and getting anything done with their call center took multiple calls to solve a simple billing issue.

  Business Response

  Date: 12/19/2023

  Vyve Response:
  We appreciate your feedback and would like the opportunity to resolve your concerns. A Support member attempted to contact you by phone and by email but was unable to reach you. We are showing your account to be in good standing with our company. We have emailed you a copy of the December bill we have on file reflecting a **** balance.
  Please reach out to us by phone at ************* or email ******************.
  Regards, 
  Vyve Broadband  

  Customer Answer

  Date: 12/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I want the late charges they applied to my bill which I paid because their system and process is so poor that the online phone rep couldn't do so.   And even though I paid Vyve directly, I'm still getting calls from the collection agency that NEVER should have been involved.   Its an overcharge and a deep invasion of privacy.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/27/2023

  Thank you for bringing this to our attention. We apologize for any frustration this has caused. An adjustment was applied to your account 12/22/23 for late fees charged.  We have also notified the collection agency the balance has been paid. Through email correspondence we advised of the timeline to receive your refund check and confirmed no other assistance was needed. We appreciate the opportunity to works towards a resolution together.
  
  Thank you,
  Vyve Broadband 

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: While I appreciate Vyve's return of the inappropriate late fees, I am STILL getting harrassing phone calls from the bill collection agency that you NEVER should have sent me to in the first place.  I suggest Vyve contact "****** at ***************** Services", phone nbr *********************, to have my information removed from their records.   I want verification in writing.  My next step will be to initaite a law suit naming both parties for harrassment if their calls continue.  This entire issue is 100% Vyve's responsibility.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/13/2023

  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.

  Vyve Broadband is attempting to collect money for services not provided. I contacted **** multiple times over the past 3 months. I first called them a week before we sold our house to discuss turning in equipment and having the bill prorated since we would not have access to the house after closing on 10/2/23. I was told once the equipment was turned in the bill would be adjusted. I turned in the equipment on 9/26/23, at 236pm and have the receipt. My last bill was in the amount of $129.48 for the date ranges of 9/17-10/16/2023. Adjusting for the period of time after we closed on the house, I made a payment of $64.74 on 10/7/23. On 10/9/23, I checked to ensure the account had been adjusted and found it had not. I contacted **** immediately and was told I needed to turn in the equipment to receive the adjustment. I informed the customer service rep that I already had .He told me to email them a copy of my return receipt. He would also open an equipment investigation escalation, and someone would be in contact with me. On 10/16/23, I contacted **** again and was told that an escalation was never created, but not to worry they would create one and someone would contact me. On 11/1/23 I called customer service again. Another escalation was supposedly created. I was also told that my account had been adjusted back to 10/11/23 as that is when they show my equipment being returned and the new balance was $39.33. I informed them I had turned in my equipment on 9/29/23 and it should be adjusted back to 10/2/23 with a $0.00 balance as I paid for services up to that date. On 11/28/23 I called Vyve yet again. This time I was told to email support directly. I emailed ****************** immediately including my account number, phone number, email and the multiple attempts to reconcile my account. No one from Vyve has ever contacted me. I paid for the internet services through the date it was available. and will not pay for services I did not receive.

  Business Response

  Date: 12/14/2023

  Vyve Response:
  We thank you for your feedback and apologize for this experience. A Support member spoke with you on 12/14/23 and went over your account to resolve the billing concerns. We have followed up with you regarding the balance through email and will be sending out the invoice reflecting a **** balance as requested. 
  Thank you for allowing us the opportunity to work towards a resolution with you.  
  Regards,  
  Vyve Broadband  

  Customer Answer

  Date: 12/19/2023

   
  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:12/11/2023

  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.

  Cancelled cable service & all equipment returned 10/30/2023. Told by office person (in person ) total now due is ***** monthly. That amount paid in Nov ON TIME. Vyve is charging us $219 monthly and they won't change the billing to service receiving as requested and have disputed the charges in Nov and again today for Nov and Dec to no avail. Added late fees we don't owe. Only service we have had since 10/30/23 is phone and low **************** and we just want them to fix it.

  Business Response

  Date: 12/14/2023

  Vyve Response:
  Thank you for reaching out to us regarding your billing concerns. A Support member spoke with you on 12/13/23 to discuss your bill and work towards a resolution.A billing adjustment has been applied to your account which will reflect on your next bill cycle 1/1/2024.
  We appreciate your patience and thank you for your loyalty. 
  Regards, 
  Vyve Broadband  

• Initial Complaint

  Date:11/24/2023

  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 dealt with bad internet that would randomly stop providing service. When I initially called Vyve, they upsold me to a higher tier service plan at a more expensive price, telling me that would fix the issue. It didn't. The issue only got worse since then, to the point that I would never even use the house wifi, and just used my mobile hotspot for virtually all internet. It was extremely unreliable. As it progressively got worse after several weeks, I called Vyve again to request service at my house to fix the issue. Over the course of a month, I called them AT LEAST 10 times to try to set up service appointments. They came to my house at least 3 times to perform service, none of which would fix the issue. The service was very unreliable, and I was constantly left waiting for a technician to come out. One particular Monday, I called them, and they said someone would be out by the end of the week. By Friday, nobody had still came, and no contact had been made with me, and I had to call them again to ask what the problem is. They nonchalantly said that they would get someone out by Monday or Tuesday, and didn't apologize at all for never sending anyone out like they promised. Finally by Tuesday they came out, performed service, and once again, it didn't fix the issue. By the last visit on 11/17 they actually did fix the service (turns out all they needed to do was replace the modem... why that wasn't one of the first things to try is beyond me). Now, I am seeking a refund for the last 1-2 months of service (~$60 a month) since the internet was basically unusable during this time. **** refuses to give me this refund, despite the majority of this debacle being their fault. They are willing to give me only 6 days worth of refunds, literal crumbs, despite their incredibly terrible service and horrible miscommunication which led to it being such a long, drawn out fiasco. I am fuming. It is the worst customer service I've ever experienced, it's practically robbery.

  Business Response

  Date: 11/27/2023

  Vyve Response:
  Thank you for taking the time to reach out and bring this to our attention.  Your feedback is appreciated, and we are happy to investigate your concerns further.On 11/25/2023 we followed up with you over the phone regarding your service and billing concerns. You confirmed all service issues have been resolved.  We have reviewed your account and applied a billing adjustment.
  Thank you for allowing us to work towards a resolution with you.
  
  Regards,
  Vyve Broadband
  ******************
  ************** 

• Initial Complaint

  Date:11/14/2023

  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.

  I have been using this service for approximately 3 years. During this time I have had non stop problems with this company. I have had days where I dont have any internet, I call them to find a solution and they either say everything is working fine and they cant/wont do anything or there is nothing they can do for me. The last time I had an outage they told me everything was working fine and I needed to just pay for my own equipment to make my internet work better. Later that week after having no internet for a few days I located and down cable line laying across my driveway. That cable line was the line that was supposed to be connected to my house. The line was still charged and had internet running through it. The tech had to come to my house after a couple of days after I reported it and fix the problem. This company has a lack of fixing issues and just try to put temporary fixes on everything. When something is needed to have a tech come out and actually work on it they will make you wait several days without the services they charge monthly for. This company has been nothing but trouble for me and my neighbors due to them being the only internet company in my area. If you want internet you have to go through them. I honestly feel they know that and know people have no choice but to use their services.

  Business Response

  Date: 11/17/2023

  Thank you for bringing this to our attention. We sincerely apologize for any frustrations these issues caused and are happy to address your concerns. We attempted to follow up with you by phone on 11/14/2023. Your internet concerns were escalated to the Technical Operations Manager to investigate further. A technician visited your home on 11/16/2023. Your outside drop and outlet were replaced and an upgrade to your service. An adjustment was applied to your account on 11/13/2023 and an email sent to ensure all concerns have been addressed.
  
  We appreciate the opportunity to work towards a resolution.
  
  Regards
  Vyve Broadband
  ******************
  **************

• Initial Complaint

  Date:11/14/2023

  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.

  I have used vyve broadband for over 3 years now. I recently the last year and a half with being with them have had nothing but issues with their service. They charge and arm and a leg for service but yet it NEVER works. I have called to complain, I get hung up on, they do not resolve my issues. My household will be out of business for weeks at a time until they can finally get a technician out here to ***** what the issue is. I have had nothing but issues with this company and they have zero compassion for their costumers. They are absolutely disgraceful to be called a business in our small town. We as a community are paying them for their service when again, their service is always down. We never have estimated times of service restoration and get the same excuse every time we call (if we get through to someone without being hung up on).

  Business Response

  Date: 11/17/2023

  Thank you for bringing this to our attention. We sincerely apologize for any frustrations these issues caused and are happy to address your concerns. We attempted to follow up with you by phone on 11/14/2023. Your internet concerns were escalated to the Technical Operations Manager to investigate further. A technician visited your home on 11/16/2023. Your outside drop and outlet were replaced and an upgrade to your service. An adjustment was applied to your account on 11/13/2023 and an email sent to ensure all concerns have been addressed.
  
  We appreciate the opportunity to work towards a resolution.
  
  Regards
  Vyve Broadband
  ******************
  **************

• Initial Complaint

  Date:11/13/2023

  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.

  Every month since the last four months, I have been getting different charges on my cable bill; I always pay my bill on time; I am tired of the different amounts which are higher than the previous month, I want a resolution to this

  Business Response

  Date: 11/17/2023

  We appreciate you taking the time to share your feedback. Your feedback is appreciated and we would like to have the opportunity to address your concerns further. We attempted to reach you by phone and email to provide resolution. If needing further assistance, please email us at ****************** or call **************.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:11/03/2023

  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.

  Company refuses to notify customer when payment is due and charges excessive rates when past due. I am requesting a notification prior to payment due date. I refuse to give **** access to my banking account.

  Business Response

  Date: 11/08/2023

  Thank you for your feedback, were sorry to hear you were having trouble with your billing statements. On November 11,2023 a Support member spoke to you and confirmed the retail office was able to assist you with your concerns and correct your email billing notifications.
  Thank you for being a loyal customer.
  Regards,
  **********************

  Customer Answer

  Date: 11/15/2023

   
  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:11/02/2023

  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 tech visits for me personally here in ******** ******** is down to the Techs just calling and not showing up at my house and promise to send the order up the line to the line techs. This is a 300 day problem and its getting worse..Everyday from 12:05am til 12:30am the service goes down. And the rest of the day may be without service here and there. After 3pm can't watch anything video as it buffers. Have called since January with this issue. Not enough character limit to tell everything here.

  Business Response

  Date: 11/07/2023

  We appreciate you taking the time to share your feedback. We apologize for the inconvenience these issues have caused and have escalated your internet concerns to the Technical Operations Manager to investigate further. On 11/4/2023 the Technical Operations Manager discussed your concerns over the phone. We will be replacing the feeder and truck directly feeding service to your home to resolve your internet issues. On 11/7/2023 our Support member followed up with you to confirm our plan of action.  
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 12/29/2023

  Original Complaint back in October case ********. Promises broken and service still not fixed. My tech visits for me personally here in ******** ******** is down to the Techs just calling and not showing up at my house and promise to send the order up the line to the line techs. This is a 342 day problem and its getting worse.. Everyday from 12:05am til 12:30am the service goes down. And the rest of the day may be without service here and there. After 3pm can't watch anything video as it buffers. Have called since January with this issue. Not enough character limit to tell everything here.
  
  
  Desired Resolution / Outcome
  Desired Resolution:
  Repair
  Repair
  select
  Desired Outcome:
  Complaint Background
  Not all of these questions are required.  Please provide as much information as you have.
  1. Product/Service Purchased:   
  Dates you complained to the company/organization
  
  
  Name of Sales Person
  
  
  
  
  Timeline History
  Date User State Action Notes
  12/28/2023 2:41 PM Complaint Form Submitted IABBB Complaint Form (API)  
  12/28/2023 2:41 PM IABBB Complaint Form Processed by blue Automation  
   
  View Complaint Consumer/Business Conversation
  Consumer
  No Additional Consumer Messages
  
  
  Business
  No Current Business Messages
  
  
    Date File Uploaded by Sent Note(s)  
  Source: Consumer
    12/28/2023 BBB Complaint - OK # ******** ************************* (1).docx Consumer Submitted w/ Complaint Manage File Download
  

  Business Response

  Date: 01/02/2024

  We sincerely apologize for any frustrations these issues caused and are happy to address your service concerns. On 12/28/2023 our Technical Operations Manager was able to discuss a timeline of resolution over the phone with you. We will begin replacing the line on 1/8/2024. This process will take a few weeks to complete.We will follow up once completed to ensure your service issues have been resolved and no other assistance is needed.
  
  Thank you for your feedback and the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband
  ******************
  *************

• Initial Complaint

  Date:10/31/2023

  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.

  **** took over Northland Cable about 18 months ago. Since then our internet service has been complete c*** Unreliable, shotty, outages, down time and horrible load speed. I have my own business and work from home and my business and productivity has suffered due to this business.

  Business Response

  Date: 11/03/2023

  We appreciate you taking the time to share your feedback. We apologize for any issues you have experienced. We attempted to follow up with you by phone on 11/1/2023 & 11/2/2023 to discuss your concerns. An email was sent to you,for us to have an opportunity to work towards a resolution. 
  
  Please call ************** or email ****************** for further assistance.
  
  Regards,
  Vyve Broadband