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Business Profile

Telephones

Vexus Fiber

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vexus Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Vexus Fiber has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Vexus Fiber

      4006 W Loop 289 Lubbock, TX 79407-3738

    • Vexus Fiber

      3818 Olton Rd Plainview, TX 79072

    • Vexus Fiber

      2912 Garnett Ave Wichita Falls, TX 76308-1002

    • Vexus

      3453 Curry Lane Abilene, TX 79606

    • Vexus

      2221 W Interstate 40 Amarillo, TX 79109

    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 62 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/11/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      On June 5, 2025 I canceled my internet service with the Vexus Fiber and they sent me a return label for the equipment, and on the same day I sent the equipment back, and I still got charged for the month of June, but I was okay for that thinking that it might be because I canceled on the middle of the billing cycle, but I am still getting billed for July, and so I called the customer service which took me 3 calls with at least 20 mins wait on each before I am able to talk to someone, and the person I talked to told me that they never received the equipment/modem/router, but according to the tracking number the equipment has been received since the 11th of June, and signed and received by *.*******, I have all the emails and gladly recorded all of the conversations of all of my phone calls and saved all of the documents to prove this claims. And according to **** these practices are illegal. I know it is not a big chunk of money but that is a $94.84every month where I can use for something else to provide for my family, I dont even live at the house anymore and moved here in **, that is why I made sure that everything was squared away. Do I have to get a lawyer for your company to fix these issue and go to small claims court for $94.84

      Customer Answer

      Date: 07/15/2025

      Good afternoon, I would just like to inform you that my complaint has been addressed by the Vexus Fiber (********), I want to say thank you to guys for helping me.

      Business Response

      Date: 07/15/2025

      Thank you for passing along the concerns expressed by ****** Canaveral and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

      Customer Answer

      Date: 07/15/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/08/2025

      Type:Product Issues
      Status:
      Answered
      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 ended my subscription with Vexus Fiber on May 23rd 2025. I called Vexus and the customer *** zeroed out my account. He said he removed autopay and I will not be billed, that auto pay was removed, and there is no remaining balance since I pay forward in advance in the cycle.However, on May 27th, I was billed again for service. I called to get a refund and the *** agreed I was incorrectly charged, and said they will put in a refund request. However the refund never came. So I charged back the initial charge and my bank ruled in my favor. However they keep attempting to bill me on my statement for two months now. I have since removed my autopay manually, but more recently on July 3 I was once again charged for another month of service. I cancelled my service on May 23rd. Between May 23 and July 7th, I have called and spoken to Vexus customer service at least 6 seperate times. Each time they agree it was a mistake on their part and at I will get an email confirming that my account is closed out, in the next 24 hours. These emails never come and I keep getting overdue statements. At this point they do not owe me any money. This complaint is only to go on record for them so that they do not expect anymore money from me going forward and to protect any unjust collection charge, as of course I will not be paying for service that I have cancelled months ago. I am only seeking a billing adjustment, and for Vexus to give written NOT just verbal verification that I do not owe any money.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by ****** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:07/07/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      After over two years of usage without a contract, I cancelled my Vexus service, packed all their equipment and mailed it by ***** to them with a mailing label that they sent ****** I get an exobitant bill including charges for long distance telephone, which had never been mentioned before.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by **** ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:07/06/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      They told me I had 14 days to ship my equipment back. That was on May 23, I sent the equipment back on May 30, they received the equipment on June 3. If I had 14 days, it only took 12 days to get the equipment back so I shouldn't be charged but the man on the phone told me that they didn't receive it in time. The last 2 times I called them they never mentioned my equipment not getting to them in time and told me they were closing my account, I even received a refund from them from the month of May that they charged me when they told me they would no longer be charging me for their services. Vexus is seemingly a crooked company they are committing fraud and stealing people's money. They are really trying to charge me $180 for services I have not used and equipment I have been returned...they would not let me speak with a supervisor and I'm tired of dealing with this.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by ******* ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:07/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Vexus added fiber to our neighborhood. The cover to the box in my front yard is gone. More than likely it was not installed properly. This leaves a hole large enough for person to step in and break an ankle or a leg. The cover needs to be replaced ******* address is ************************************. The hole is on the property near the street and is about 2 feet wide by 2 1/2 feet long.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by ****** ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:07/02/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      Vexus closed the store in **************** On May *******. I moved to a new home and Vexus was not available in the neighborhood so I had to cancel my account. I followed the instructions to send all equipment back via *****. I have ***** tracking number and photos of the packed box. I have contacted them three times and all three times they say it is resolved. It is not, they continue to bill me for equipment I sent back and keep threatening me with canceling my account. I just want them to cancel all bills and leave us alone.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by ***** ***** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

      Customer Answer

      Date: 07/09/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/30/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Back on December 6, 2024 I was promised a $200 gift card for signing up for Vexus fiber internet service. As of today 06/30/2025 I have not received the $200 gift card as promised. I have sent several emails in regarding this issue, in hopes of the company would resolve this issue and send me the gift card as promised when signing the contract.

      Business Response

      Date: 07/09/2025

      Thank you for passing along the concerns expressed by **** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:06/29/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 want to disconnect my Vexus fiber service and close the account. I tried several time trying to contact customer service by phone, via Chat and by email. After hours waiting on the phbone I was told the only wy to cancel the account is to call their specific number ************. I'm trying every single day for multiple hours waiting on the line but without successfully able to get in touch with an agent. They said the departmrnt for closing accounts is open from 09 to 12 EST time. I have been on the phone from 8.30 to ***** and nobody answered. I'm really frustrated because every 2 day I receive a call from Vexus with people asking me to pay a balance of 50$, but I have set autopayment! They have many people looking for money but nobody to close account!!!

      Business Response

      Date: 07/07/2025

      Thank you for passing along the concerns expressed by **** ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

      Customer Answer

      Date: 07/08/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Vexus advertised that they are new in our neighborhood for fiber optics. We signed up and they were great at installing. But we moved unexpectedly and tried tocancel our service. Spent a week every day almost hours every day on hold trying to get a hold of somebody. In total, I would probably 14 hours on hold. Spoke to one ****** at one point and he said oh let me transfer you and put us on hold again. We finally gave up but went to the bank and put a hold on paying them. They contacted us to pay them, but not with a real ****** just with an auto. . Spoke to one ****** at one point and he said oh let me transfer you and put us on hold again. We finally gave but went to the bank and put a hold on paying them. They contacted us to pay them, but not with a real ****** just an automated voice. The first ****** we talk to was a collection company who gave us a different number to call and after only an hour and a ****** hold, we finally talked to somebody. They made no effort to apologize or to make it right. They just said theyre gonna charge us all the way up until today which is unfair since we tried for a month and a half to cancel them. Worst customer service ever!

      Business Response

      Date: 07/02/2025

      Thank you for passing along the concerns expressed by Cid ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.

    • Initial Complaint

      Date:06/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      They refuse to cancel my service. I've waited hours to speak to someone and when I finally get a hold of a rep, they hang up when I tell them I want to cancel service. I am started to consider this fraud, theft, and I am considering filing a class action lawsuit because it seems to be a reoccurring theme.

      Business Response

      Date: 06/24/2025

      Thank you for passing along the concerns expressed by Matthew White and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at 800-658-2150.

    Vexus Fiber is NOT a BBB Accredited Business.

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