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:09/05/2023

  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 Mother in law passed away and we were away for some time. They shut my internet off! I called and told them Im a disabled veteran on a fixed income and how much did I need to pay to turn it back on, I was told by customer service it would be $100 and some change! When I called back on the 27th the cost increased to almost $200! I was told when I pay that amount it would be turned on asap! I payed that amount TODAY online! 4 hours later it wasnt on! Now when I called back the Indian guy or whatever he was RUDE, OBNOXIOUS AND CONDESCENDING! I told him what I was instructed to dohe basically told me I was lying! That when I called on 27th it was too late and again I wasnt telling the truth! He also very rudely told me that I needed to pay an ADDITIONAL $172 before they would turn it back on! I told him I wanted to talk to a supervisor and I had to say that 4 times until he told me maybe someone would call me back in 48 hours! The more I asked for a supervisor the more angry he became and wouldnt let me talk! Are you kidding me? Thats called the brush off! I said Im a disabled veteran and cant pay that! He said we dont know you why would we do that Ive never been treated like this in my life! In my tour in **** the insurgents treated me better! Who cares if Im a veteran huh? So Im going to make sure the town knows of this as your the only one in town AND the city council! Never ever seen such lying arrogant customer service! I hate to say this but that rep needs to be fired! Im not the first person he has done this too! I was just following instructions on how to get my internet service back on..I PAID the bill I was told, I wasnt a dead beat, I paid my bill! If youre treating veterans like this, Ill make sure my military friends and the base know! When veterans are treated like this, we unite and kick businesses OUT of our area! You need to retrain your reps or fire the ones you have!

  Business Response

  Date: 09/09/2023

  We thank you for your feedback. This experience is not what we want for our customers, and apologize for any frustrations. On 9/8/2023, our Support member spoke to you on the phone. We scheduled a better time to discuss your concerns. We look forward to discussing this with you on 9/11/2023.
  
  Thank you for allowing us to work towards a resolution with you.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 09/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: this company has called me BUT each time the answer Im getting is how we can get you to pay your bill, sorry not happening! This isnt a solution, this is a bully company trying to make you do what THEY want..and not resolve this issue that is THEIR problem! I did nothing wrong! Pushing billing practices with war veterans with a fixed income! Sorry try again! This last time I told them to call me at 1 pm, they called me at 4 pm..Im not important! This company is being eyed to be bought out..these countless complaints will stop a buyer! Work harder and accept responsibility for your lying, rude, obnoxious reps! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/20/2023

  Vyve Rejection Response:
  **********************, Thank you for your response.
  We would like to reassure you any customer communication concerns will be addressed internally.
  
   Your Vyve Account was Non-Paid Disconnected on 8/22/23. We thank you for your payment on 9/5/23.
  
  On 9/8/2023 & 9/11/2023, our Support Specialists made contact and attempted to assist with the reconnection of your service. Payment to reconnect is required.
  We are happy to go over Vyve promotions available to you, as well as an alternative, the Affordable Connectivity Program. If you choose not to reactivate, we will email you shipping labels for the return of our equipment.  The final bill will be sent out for equipment, ************* this will be cleared.  Our subscriber agreement can be located on our website for review.  
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:09/05/2023

  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.

  This business is a fraud. I live in *******, **.. 1-I had no service or internet/phone service all day January 6th, 2020. 2-My bill went to over $200 a month when I return their equipment and paid my bill in full. 3-Received a call from collection agency yesterday for $370+ dollars for equipment they claim I did not return. 4-I returned their equipment with a broken wrist *********. I called they still charge me the $81 service fee for picking it up. So my grandson put their equipment in my car and I drove to Vyve here in ******** **. AND they came to my car and took the heavy equipment into their business. 4-I want them prosecuted for continually harassing with sending different techs every month and NOT repairing their equipment. I am 71, widowed, live alone. I have a five year Marketing and *********************** from *************************. These people are very Republication and they DO NOT hide it! That is the reason I had no service on January 6th, 2020. I just received my phone book here in ******* and you can NOT find them or Kinetic by WindStream, I am currently doing business with them. Kinetic by WindSteam are NOW doing the same thing. Cant find them in my YellowPages/Phonebook either. I told the collection agency I am not paying for equipment I returned. I want this them taken off my credit report because I know that that **** and others have already been written off. Thank you. I will be waiting to hear from you. Sincerely ***************************

  Business Response

  Date: 09/08/2023

  We apologize for any frustrations this may be causing you. We have updated your account balance to reflect an ending bill cycle of 04/14/2022 05/15/2022. We have cleared the balance on the account. We have escalated to Billing Team to have the charges removed from your credit to reflect these changes.Our Support Team attempted to contact you by phone to follow up on 09/07/23 and 09/08/23. We left a voicemail.

  We appreciate the time to fully resolve your concerns.

  Regards,
  Vyve Broadband

• Initial Complaint

  Date:08/26/2023

  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've been having internet problems with vyve for at least 1.5 years. My internet cuts out randomly though out the whole day, and it can be out for minutes or hours. It goes out often. I have called, and left messages on their website numerous times. Usually when you call them it takes ***** minutes to finish a conversation with then and get a work order. I've had them come out and replace my line to the pole 3 times this year alone, and it doesn't fix the job. I tell the. That every time and they refuse to look other places. I've told vyve this many times on the phone and they just say (just call every time it's out). It's hard to take an hour out of everyday to talk to someone on the phone. Also every time they are at my house, my internet is working, and they tell me that their is no problem. I explain way is going on, and I guess they don't believe me. I am tired of having to explain my problems every time to them. I just want my internet to work all of the time, and I want my money back for all of these months back, because I'm paying them for a service I really can't use. Out of all the companies I deal with ( personal and professional), this is the worst I've ever had to deal with. I hope this letter will get the ball rolling, because vyve doesn't care.

  Business Response

  Date: 08/30/2023

  We thank you for your feedback and apologize for this experience. This is not the experience we want for our customers. On 8/30/2023 our Support member was able to discuss your internet concerns over the phone.We scheduled a technician to come to your home on 9/9/2023 and escalated this to our Technical Operations Manager to investigate further.  We will follow up with you to ensure all of your concerns have been addressed once completed.
  
  Thank you for allowing us the opportunity to work towards a resolution with you.
  
  Regards,
  Vyve Broadband 

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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.

  When I closed my Vyve Broadband internet account. I had a positive balance in my Vyve Account for $317.00. When I called to close the account I was informed that I needed to return their equipment. I explained that when i had the internet installed that I bought my own cable modem at ******* because I did not want to pay the monthly equipment fees and the equipment was never installed. I asked the Vyve representative to look at my account because in the 4 years I have been a customer I have never been charged the equipment fee. I asked her if I DID have the equipment why was I not ever charged for it? She said that she would have to email her boss to get this straightened out. I have not heard from Vyve since and they still owe me for the $317 I had in that account when it was closed. I would like to be refunded the amount of money that was in my Vyve account when it was closed. Thanks *********************

  Business Response

  Date: 08/22/2023

  Vyves Response:
  We apologize for your recent frustrations disconnecting your internet service. On 8/22/2023 our support team contacted you regarding the customer owned equipment and the timeline to receive your refund.   
  We appreciate your patience with us and thank you for your time.  
  Regards, 
  
  Vyve Broadband 

  Customer Answer

  Date: 08/28/2023

   
  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:08/16/2023

  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 2022 I upgraded service to the 1 gig download 15mb upload plan and initially received adequate speedtest results comparable to what was advertised. Since approximately January 2023, service at my residence has been plagued with constant disconnects and slow internet speeds. On occasion I get results of download at around ************************** the range of ******* mbps, and upload no greater than 5 mbps but typically 3 mbps or lower. The worst issue, however, is the constant disconnects throughout the day. In the 2 days and 17 hours leading to this complaint, I have had 246 downtimes that total 8 hours and 46 minutes. In attempts to resolve the issue, since January I have made numerous calls to customer support, have had no less than 5 technicians service my location including replacing the coax drop. I have also purchased 2 new modems desperate to find the issue. I have been told for months now by technicians that there is nothing wrong at my residence and that there is noise in the line that needs to be fixed, they said they were fully aware and were actively trying to locate the issue yet after months the issue has only continued to get worse. My wife works via remote sessions for her job and is at risk of losing her job as a result. In a recent call I inquired about being compensated for not receiving my advertised speeds over these many months and I was informed that nothing would be done until the issue was resolved, which doesnt seem that it ever will.

  Business Response

  Date: 08/21/2023

  We apologize for any frustrations this may be causing you. On August 16, 2023, our Support member was able to discuss your concerns over the phone. We have escalated your service concerns to our Technical Operations Manager to investigate and we will be following up with you with updates.
  Thank you for allowing us the opportunity to work towards a resolution.
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 08/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue has not been resolved. I received a call from Vyve on Monday and was told that they would work to resolve the issue and was informed a technician would be out the next day. While the technician didn't arrive the next day they did call and inform me of some issues keeping them from arriving that day and asked if they could come by the following day, which I obliged. When the technician did arrive on Wednesday, they tested and found issues after my modem, before my modem at the box and from the pole. The technician advised my that it was a main line issue and that they would get with their supervisor to have an engineer look into and correct the matter. In response to inquiring about the timeframe I was advised that an engineer should be looking into it by the next day. The technician told that they would follow-up the next day. As of Monday the 28th, I have had no further contact with anyone from **** and my issues continue. The attached image shows my continued and constant outages.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2023

  Vyve Response:
  Thank you for your feedback. Our Technical Operations Manager and support member has been in touch with you regarding maintenance being completed to resolve the internet issues you are receiving. We will continue to follow up with you while working on this resolution. Once this has been completed, we would be happy to apply an adjustment to your account.
  Thank you for your loyalty.? 
  
  Regards, 
  Vyve Broadband?? 

• Initial Complaint

  Date:08/11/2023

  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.

  Vyve broadband is charging a 2.5 % on credit and debit cards and from my understanding it is illegal.

  Business Response

  Date: 08/15/2023

  We thank you for your feedback and apologize for this experience. On 8/15/2023 we spoke with you by phone regarding your billing concerns and offered alternative payment methods to suit your needs.

  Thank you for allowing us the opportunity to work towards a resolution.

  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 08/17/2023

   
  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:07/31/2023

  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.

  For the last year and a half i have had terrible service with this company. there are temporary lines all over the ground, internet service is not what's advertised and I have complained multiple times to the company to address and fix the issues.

  Business Response

  Date: 08/04/2023

  Thank you for your feedback. We apologize for any frustrations this may have caused you. This is not the experience we want for our customers. We escalated your concerns to our Technical Operations Manager to review. On 8/4/2023 our Support member followed up regarding the timeline for resolution. Once complete, we will follow up to confirm your concerns are all addressed.
  
  Thank you for allowing us to work towards a resolution with you!
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:07/30/2023

  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.

  We recently scheduled an equipment upgrade for 7-29-23 from 8:00 - 10:00 AM. The technician arrived at 9:45, and installed a new modem and eero 6 router. The tech walked me through the setup in the eero app and then immediately left. I then tried to connect my phone to the Wi-Fi, and there was no internet connection. So I then call tech support about the issue, and she spent an hour walking me through different things to get it working, but we could not. The tech support agent then decided the technician had installed a faulty modem. It is around 11:30 AM at this point, and the support agent told me she put in an immediate work request and that the technician would be back by after the job he was working on. She said she couldnt give me a time frame, and that the tech would text me 10 minutes before he arrived at my house. So I had to sit at my house the entire day, and when 4 oclock rolled around, I still hadnt heard anything at all. So I called customer support once more, and she said that the tech was still on the same job (over 4 hours later) and that he would be at my house by the end of the day. Since it was already 4 PM, she said there is the smallest chance the tech would not make, and if he did not, he would be there first thing the next morning (Sunday). Well it is now 4 PM on Sunday, and I have already called them 3 more times. The first time I was told they were still trying to get a tech out to my house, and to expect a text when he was 10 minutes away. So I waited here all day again. I just called back and was told there are no techs working on Sunday, so Ill have to wait for my work request to be entered on Monday morning. We have not had internet for 2 days now, and now I am going to have to miss work to wait around for the tech to come tomorrow. Is it a normal business practice for Vyve to install broken equipment, and not fix it until 3 days later? The tech should have returned immediately but at the very least, the same day.

  Business Response

  Date: 08/03/2023

  Thank you for your feedback. We apologize for any frustrations this may have caused. This is not the experience we want for our customers. We attempted to follow up with you on 8/2/2023 regarding this experience. We have escalated this to our Technical Operations Manager to review. 
  
  Thank you for your loyalty!
  
  Regards,
  Vyve Broadband 

• Initial Complaint

  Date:07/29/2023

  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.

  Beginning early July of 2023 we began experiencing intermittent issues with the internet services going out. I began calling around the 10th and finally had a service tech come out on the 17th. Was told a work order would be put in to have maintenance come out and check the main line as my equipment was working as it should be that there was an issue somewhere with the main line. I have since been told that this was done and resolved, however, we are still experiencing issues with the internet dropping in the evenings and not coming back up until the next morning. This happens pretty much every night. I have called multiple times and have even spoken with a tech supervisor, who was rude and pretty much told me that him having to take time out of his day to call me was a big inconvenience for him. He did tell me that they knew what the issue was, however they were not equipped to fix the issue and that it had to be contracted out and that the schedule for the repair is still a few weeks out. This is an unacceptable time line seeing how the issue has been going on for a month already. This is really starting to affect my livelihood as I work from home and need stable reliable internet!

  Business Response

  Date: 08/02/2023

  We thank you for your feedback. This is not the experience we want for our customer and apologize for any frustrations. On 8/1/2023, our Support member attempted to reach you by phone to discuss your concerns and left a voicemail. We escalated your concerns to our Technical Operations Manager to review further.  We will follow up with a resolution and to review for adjustments.
  
  We appreciate the opportunity to work with you towards a resolution.
  
  Regards,
  Vyve Broadband 

  Customer Answer

  Date: 08/04/2023

   
  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:07/26/2023

  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.

  I purchased Vyve early in 2023. Since Ive bought it the service they promised they provided isnt provided whatsoever. With my fianc doing online schooling having good internet (which is what was promised by the company is essential) but the internet works at most 20% a day. *** asked for technicians to come fix the issue and no one has shown and have reached out to the company for over a month with zero response yet Im still being charged for a service Im not receiving. And this is a city wide issue with the company. I work very hard as a business owner myself and if I were to run my business the way Vyve is running theirs Id be out of business in the blink of an eye. Something needs to be done. I want my internet fixed. If thats not an option I want a full refund of all the money Ive paid them including the deposit. The documents Ive uploaded are emails Ive sent with ZERO responses

  Business Response

  Date: 08/01/2023

  Thank you for your feedback. We apologize for this experience and the delay in our response. On 7/28/2023, our Support member attempted to reach you by phone to discuss your concerns and left a voicemail. An email was also sent to provide additional support. 
  Please let us know if we can further assist you. 
  
  Regards,
  Vyve Broadband