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

  1108 W Main St Forest City, NC 28043

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:10/29/2023

  Type:Order 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 internet has been messed up for close to a year now. I have had vyve techs out at least 20 time. The tech always says its a main line issue and then the maintenance crew never can fix it. i pay 120 a month for internet that's constantly down and when it is working the ping ungameable. i just did a ping test of ****** and the ping is from 800ms to 60ms. The main reason we have internet is for gaming and we haven't been able to play games in a year without packet loss and high ping. So i'm out over **** dollars on internet they keep promising they can fix. I ask for compensation from them and they say once its resolved. We use it for streaming to but the buffering stops us from that most of the time. If they cant fix this they should tell us. I have talked to multiple people here in coalgate with similar issues. I have used vyve for years now and the last year they have really went down hill. i was told over a month ago they were replacing some main line and that should resolve the ping issue and it hasnt changed any. I have asked for a supervisor many time and have only talked to one on the phone after months of trying to contact them.

  Business Response

  Date: 11/03/2023

  Vyve Response:
  We apologize for the frustrations you have experienced and appreciate you for giving us the opportunity to address your concerns. A Support member reached out to you and escalated concerns to our Technical Operations Manager. We are actively working to fully resolve the service issues. We will also be following up with you as we review your credit request.

  Customer Answer

  Date: 11/06/2023

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

  Customer Answer

  Date: 03/19/2024

  Problem started October 2022 the ping was unplayable in game and internet goes out every night for 1205 to 1230 I have had them here many time prob 20 they where here couple days ago and said it was fixed we are running on different node now. The internet is still going down every night and the pings are 40 to 50 ms higher then they where before prob started. I called in to get the credit I was promised and they gave me a few months credit not what I was told when I let them close my complaint that only covered the basic price not my unlimited charges and the other charges Ive been paying for ungameable internet. Im in contact with other ppl locally that have the same issues its the whole town. They gave ********************* another costumer with the same issues 12 months credit. I dont know where else to turn they are rude on phone with me now and act like I dont know what Im talking about. Ive been on this cable companys internet since communticom owned it since the early 2000s. Thats why I hate to leave but since **** took over coalgate internet has gone down hill! I want the credit I know they can and should give me.

  Business Response

  Date: 03/25/2024

  Vyve Response:
  Our support team reached out to you on 3/25/2024 regarding your concerns. We discussed planned maintenance for the upcoming week and have issued an additional credit for two months of service. We have also provided our Technical Operations Supervisors direct number for future updates on your ongoing service impairment.

  We apologize for the inconvenience these issues have caused and appreciate the opportunity to work with you towards a resolution. 
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:10/28/2023

  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.

  In June 2023 my internet starting shutting down EVERY night at 12:04 am and would take approximately 15 minutes to come back on. By end of July it hadn't stopped so called to complain about it and about internet constantly causing buffering continuously throughout the day. Appt for Tech to come out was made and first appt was on Aug 9th. Tech showed up on the 9th. Said there was noise in the lines and they would send maintenance out to fix it. Saw the maintenance truck the next day just down from my house. They sat there for about 15 minutes and then drove off. Nothing changed internet continued to go out every night. Called again and another tech/supervisor appt was made for Aug 13th. They were a no show this day. Supervisor called at 4:30 stating he just got the order and wasn't going to come out this late in the day. No contact after that. Just dropped the ball. Called the next week ANOTHER tech appt made for Aug 28th. Tech showed up. Again like the first guy never heard of such a thing of internet going out at the same time every night. This tech decided to run new lines from corner pole to my box. Didn't change a thing! Called again ANOTHER tech appt for Sept 15th. This tech brings a new modem and replaces the same wires from the corner pole to my box AGAIN!!! I GAVE UP!! How does this company stay in business?? I have paid $74.99 a mo to a company that has NO clue what they are doing. Not from the person that answers the phone to the techs that show up and for supervisor's that have bo clue what's going on. And EVERY one of these representatives acted like they had never heard of this problem ever once. And I get on here to make a formal complaint about their business and the very first compliant I read is about the EXACT SAME COMPLAINT I HAVE!!! I don't think they know how to fix it or just don't care but don't want to lose my $74.99 a month. Dealing with all of this while having serious medical issues has been debilitating.

  Business Response

  Date: 11/01/2023

  Vyve Response:
  We apologize for the frustrations and thank you for giving us the opportunity to address your concerns. A Support member reached out to you and escalated concerns to our Technical Operational Supervisor. We are actively working to fully resolve the service issues you are experiencing as well as reviewing your account for credits.
  
  Thank you for allowing us to work towards a resolution.
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:10/24/2023

  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.

  Vyve provides internet service to the town of ************************* at ca $100 a month. The service has degraded over the last year. There are frequent outages and slow downs. A group of citizens wet to the Vyve off in ********* to complain. No one in the office. Calling does no good. The calls go to an out of ********************** where the reps dont speech clear English. They are surly and do not want to answer questions.

  Business Response

  Date: 10/30/2023

  Thank you for your feedback. We apologize for the inconvenience these issues have caused and are happy to work on a resolution for you. A Support team member has attempted to contact you by phone and email regarding your concerns.Please send us an email at ****************** or call ************* and we would be happy to address any service concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

  Business Response

  Date: 10/30/2023

  Thank you for your feedback. We apologize for the inconvenience these issues have caused and are happy to work on a resolution for you. A Support team member has attempted to contact you by phone and email regarding your concerns.Please send us an email at ****************** or call ************* and we would be happy to address any service concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

  Business Response

  Date: 10/30/2023

  Thank you for your feedback. We apologize for the inconvenience these issues have caused and are happy to work on a resolution for you. A Support team member has attempted to contact you by phone and email regarding your concerns.Please send us an email at ****************** or call ************* and we would be happy to address any service concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

  Business Response

  Date: 10/30/2023

  Thank you for your feedback. We apologize for the inconvenience these issues have caused and are happy to work on a resolution for you. A Support team member has attempted to contact you by phone and email regarding your concerns.Please send us an email at ****************** or call ************* and we would be happy to address any service concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

  Business Response

  Date: 10/30/2023

  Thank you for your feedback. We apologize for the inconvenience these issues have caused and are happy to work on a resolution for you. A Support team member has attempted to contact you by phone and email regarding your concerns.Please send us an email at ****************** or call ************* and we would be happy to address any service concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

• Initial Complaint

  Date:10/23/2023

  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.

  We have our phone/internet bill on autopay. In August they did not take out the owed amount of $84.55. Then on September 12th they took out $175.36. This amount covered our August payment as well as the September payment. Then, per the collection agency, they placed us in collections on September 29th for the August amount. My husband does not do our bills as he has issues with memory to the point of being totally disabled. The collection agency called him and he paid the $84.55 amount that had already been paid prior to being put into collections. I contacted the collections department and told me that I needed to get a letter from **** stating that they needed to return the money. I call **** and they show nothing is in collections. The collections group states that the call center will not know anything as this is a corporate issue once it goes to collections. I have double paid now for the month of August and no one can tell me how to get my money back or what is going on. I am waiting on Vyve to call me back and hopefully resolve this however if not I will upload my bank statements.

  Business Response

  Date: 10/27/2023

  Thank you for taking the time to reach out to us, we apologize for the frustration this has caused. A Support team member has attempted to contact you by phone and email regarding your billing concerns. Please send us an email at ****************** or call ************* and we would be happy to address any billing concerns you may have.
  
  Thank you for being a loyal customer.
  Regards,
  **********************. 

• Initial Complaint

  Date:10/18/2023

  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.

  The issues that I have been having are as follows:Intermittent disconnects through out the day multiple times a day causing lost work and time.Speeds that I am being charged for are not the speeds that I was told that I would be getting or paying for. They have had to come out to my residence on multiple occasions to try and correct the issues, have not been corrected. The techs that came out have said they have fixed the issue, but none of the issues were resolved. I was told multiple times that after the techs came out that a maintenance team would be out to work on the lines outside of my residence. They have not came out to do any of that work. I have been paying $120.93 since August 14th of this year. which is an increase from the $117.98 that I was paying for the last 3 year. We were not informed of this increase until it was paid. They send us a statement through text message which still states that the bill is only $117.98 even though it is not. I would like a refund of the all the payments since August and they change our bill to reflect the correct amount, from now on.

  Business Response

  Date: 10/20/2023

  Thank you for bringing this to our attention. We appreciate your feedback and have investigated your internet concerns further. On 10/18/2023 our Support member was able to discuss your concerns over the phone. We scheduled a technician to bring to a rental modem to your home on 10/20/2023 and have scheduled a follow up call for 10/26/2023. Your account was reviewed and adjustments made to your future billing which we relayed to you over the phone on 10/19/2023. Once resolved, we will review your account further for additional adjustments.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:10/05/2023

  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.

  Vyve called me and stated that service was available at my home and took payment for service. Technician showed up a few days later and said service was not available at my address. I immediately phone and asked for a refund because they had to me and taken my money under false pretenses. I have called them several times since. They lie to me every time telling me refund has been sent and yet, no money has been received by me.

  Business Response

  Date: 10/06/2023

  Thank you for taking the time to leave a review. We sincerely apologize for any frustrations these issues have caused and are happy to refund your full payment of $60.59. On 10/6/2023 our Support member was able to discuss these details with you over the phone. This refund processed on 10/3/2023 and may take 3-5 business days for the funds to appear.   
  
  Thank you for taking the time to discuss your concerns with us.
  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: they took my money under deceptive and fraudulent terms. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/17/2023

  We appreciate your feedback. On 10/16/2023, our Support member followed up regarding your concerns by phone. We received confirmation your refund has been received.  
  
  Thank you for allowing us to work towards a resolution. 
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:09/23/2023

  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.

  My acct # with ********************** is **********. I have had issues since late July when I moved. The internet would go out every night at midnight and be off for about 14 minutes. I had techs out here upon techs. They all just said that is a problem with the area. That the area needs to be updated repaired, and nothing they can do to fix it. I would just have to deal with it. If this is the case shouldn't they work on it. Then starting Sept. 6th my net went out completely. There was absolutely no signal getting to my modem and it just blinks. I called Vyve and we troubleshot the issues, and they scheduled a tech for Sept. 11th. The tech showed up and hung a piece of paper on my gate 50 yards away from my door. Instead of knocking or calling me. The tech came back out on the 15th, and I showed him what it was doing. He got it back on, but said my tap needed to be replaced. He put in a maintenance ticket for Sept. 18th, and **** kept rescheduling the ticket until Sept. 22 they marked the ticket as the tech was on the way and just closed the ticket. I was home and a tech never showed up to my home to replace this tap. I called to get a credit as this is ridiculous they refused to give me credit for the time it was out saying I was only out for 8 days. That I had to call in every day even though I had work orders scheduled. So, now at 4:21am Sept 23 my internet is back out and not working. It will come on for 2-3 hours a day if I am lucky, but this is not providing what I am paying for. Due to me not having internet I have had to spend more money using hotspot, and I keep going well over and they expect me to pay vyve for all the time I didn't have internet and the hotspot company. I think that is absurd. This issue is costing me a job, and if Vyve isn't able to provide the speeds and service they advertise in the area something needs to be done. I have called them today at 4:22am, and they have scheduled a ticket for later today, but I have no faith anything will be done.

  Business Response

  Date: 09/27/2023

  We thank you for your feedback and we apologize for any frustrations. This is not the experience we want for our customers. On 9/26/2023, our Technical Operations Manager discussed your service concerns over the phone.  We have reviewed and applied an adjustment to your account.
  
  Thank you for allowing us to works towards a resolution.
  
  Regards,
  Vyve Broadband
  ******************
  **************

• Initial Complaint

  Date:09/18/2023

  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.

  June 30, 2023 I closed our commercial account with Vyve. We, then, received a bill for the billing cycle 6/16-7/15. I called and requested a prorated bill because our service ended in the middle of the billing cycle. The first told me they didn't prorated bills. When I told them that made no sense, they checked around and said they would find out and call me back. I received a call after a while that said it would be fixed, disregard the bill, and wait for the new bill to show up. We waited and waited, never received a bill. I actually called back in August to ask about it and was told the new balance. I told them I still hadn't received a bill and needed it because it's for a business. I received the bill later that month with a due date of September 3, 2023. I received a letter from a collection agency with a date of September 5 claiming I needed to pay them as the bill was sent to collections. I thought it was a scam since the bill was just due 2 days before sending the letter. I called the automated system on 9/15 to get this bill paid and was not able to pay due to my account being inactive. The representative said I could pay over the phone for a fee. I said I didn't want any additional fees and was told I could mail in a check. I received a call today (9/18) from a man claiming he was with a collection agency and that I needed to pay him. I still felt uncomfortable in doing do. I called **** explaining the situation yet again. Of course, all managers were busy and no other information could be found out. **** claimed this was the 2nd bill they sent, even though I only ever received the current bill and they have no control of it reporting to my credit. I am furious and feel completely helpless. My options at this point are pay the bill to Vyve and let it show up ad a bad **** on my credit report or pay this random man and hope he is who he says he is and he clears the bill before reporting it to the credit bureau!

  Business Response

  Date: 09/21/2023

  Vyve Response:
  We apologize for the frustrations you experienced. On September 19,2023 our Commercial Revenue Support Manager contacted you to discuss your billing concerns.  We appreciate your payment and have confirmed your account will not be sent to collections.  We appreciate you bringing this to our attention and giving us the opportunity to work towards a resolution.
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:09/11/2023

  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.

  My company had 61 VSL lines and 21 DID phone lines. We wanted to close over half because they weren't being used. In March 2023, I emailed Vyve with a list of lines to close. I followed up in ***** to ask when it would be done. I physically unplugged them at the end of *****, thinking it was taken care of. Then in May, I called our representative when I saw they were still on the bill and she said we would be credited back to *****. In June, I noticed the numbers for the "closed" lines were still on the sidecars of the phones. So I followed up asking that numbers be removed since we didn't have them anymore (I thought). I didn't see the June and July bills because I was out of town for several weeks dealing with a family crisis. I was dismayed to see on the August bill that the DID lines had been adjusted, but VSL charges were the same. So I began calling and emailing to take care of it. Half the time I was transferred to a voicemail and not called back. I never received a clear answer of why the bill was not changed.I finally reached a rep on 8/15 who said the close order had been entered in May but not done. He said the lines were now closed and we would receive an adjusted bill before the Aug due date. No bill, so I called Vyve AGAIN and the rep said they didn't send adjusted bills. She forwarded me a document showing credit for July. I told her we had been promised adjustments back to *****. She agreed to follow up and call me back (but didn't) and said we would not get late charges as we were still trying to resolve billing.Imagine my surprise to get the Sept bill with late charges and an adjustment of less than what was originally forwarded to **** am willing to forgo a billing adjustment for ***** because the phones were still physically connected, but we want an adjustment for ****Aug for the lines that should have been closed. It is not our fault the work order wasn't completed. We have always paid on time until Aug, while trying to resolve this.

  Customer Answer

  Date: 09/11/2023

  Attached is the info from ****** showing ****'s current address and it says that was confirmed 10 weeks ago. In addition, here is our last bill with a PO box address for billing.
  
  Address: *******************************************************
  Hours: 
  Closes soon  5:30?PM Opens 8?AM Tue
  Confirmed by this business 10 weeks ago
  Phone: **************

  Customer Answer

  Date: 09/15/2023

  Hello, I filed a complaint about Vyve Broadband last Friday, September 8, 2023. Yesterday, our account representative reached out to us and made the adjustments to our bill to credit us back to April for the lines that should have been cancelled. I double-checked and the credit did go through this time. In addition, we were credited back for the late charges. While it took much longer than it should have, we are satisfied with this response and consider this matter resolved. Thank you for being a resource for consumers to get these kinds of issues resolved!

  Business Response

  Date: 09/19/2023

  Vyve Response:
  We appreciate and thank you for contacting us via the BBB. We understand your frustrations with your billing. We have partnered with the Regional VP for your area and was informed they had been able to address your concerns and provide you with additional billing adjustments.
  
  We appreciate your loyalty.
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 09/21/2023

   
  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. They resolved this matter to our satisfaction by ****, Sept 19. We have been credited appropriately and all late charges have been removed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/08/2023

  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.

  We recently switched from **** to Vyve for phone services for a nursing home. When the original contract was created, we were going to do internet and phone services. Prior to installation, the Vyve team wanted to speak with my IT department at a corporate level to make sure they had all the proper security measures in place. It was decided, not to go with internet services for my building and only go for phone services. It was to my knowledge that it was taken off the contract, as this was not a service that we were using. The salesman never reached out to me again about it. I have gotten an email from the Commercial Coordinator that stated that internet was never installed or activated at my location. When I got the bill, I am being charged for it. I have been calling for about a month now to try and figure out why this is happening. Getting a hold of someone, I am always told that a ticket would be made. I have never received what that ticket number was, no one will give me their names when I speak on the phone with them. I am told that someone from the regional office will be calling me within ***** hours. This has not happened in the month that I have tried to figure this out. I have reached out to the commercial coordinator with no response. The salesman doesn't want to take responsibility for not having a new contract made up. I have a bill now over $2,000 and will not pay it until something is resolved. If it does not get resolved, we will be finding a new company to go with our services.I am going to drive 2 hours to the closest regional location to try and get things figured out. This should not have to be the case, this is something that could easily be solved by a phone call back.

  Business Response

  Date: 09/18/2023

  Vyve Response:?
   We appreciate and thank you for contacting us via the BBB. We understand your frustrations with the contract and billing. We have partnered with the Regional VP for your area to be able to provide you with an update.  Upon review of the information, the fiber is currently installed running the analog lines. The ** was also provided by Vyve but is not being used and we are not billing for the *** services as agreed upon. Our RVP *********************** will contact you on Wednesday 9/20/23 to discuss your concerns.
  
  We thank you for your loyalty,
  
  Regards,
  Vyve Broadband