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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

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    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: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 have reviewed the business response and accept this resolution. 

      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 ************.

    • 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:06/25/2025

      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.
      VexusFiber contacted me on Thursday June 26, 2025, to cancel my account ******* and they wanted the eero modem back and for me to do a shipping label and ship the modem back and my account would be cancelled. A web link was provided to provide a shipping label for *****, the link was not for a shipping label but registering for college, writing resumes, term papers. I need a physical address for this company. The number I called previously ************ I found out belongs to ********* a company tied to Vexusfiber. (The link was ************************).

      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:06/18/2025

      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.

    • Initial Complaint

      Date:06/18/2025

      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 Fiber's construction team installed fiber in my neighborhood at the beginning of the year, construction went through April 2025. During the construction they dug up some landscaping in the front yard to put in a utility box. They ran a cable down the road from the box on top of the road. The cable has never been buried and is a tripping hazard, the box was never closed and is also a tripping hazard, and the landscaping has not been fixed and requires dirt and trash to be sifted and the rocks to be put back into the pattern they were in before this happened. This has been reported with Vexus and the City of *********** and Vexus continues to ignore the issue, which is beginning to look like I will need to take them to court. I have images that your website can't upload.

      Business Response

      Date: 06/26/2025

      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:06/18/2025

      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.
      Complaint to the Better Business Bureau (BBB)Submitted by: ***************************************: Vexus Fiber Account Number: ******* Date of Incident: May 28, 2024 PresentI am filing this complaint against Vexus Fiber for billing issues after I canceled my service. On May 28, 2024, I canceled and received email confirmation. On May 31, 2024, I was charged $185 for unreturned equipment. Despite cancellation, I got a bill for continued service due July 5, 2024.On June 18, 2025, I spoke with agent ******** *******, who couldnt see the equipment charge but said the account cant close until equipment is returned. I have screenshots as proof. Ive contacted Vexus Fiber multiple times, but the issue persists, causing financial strain and frustration.Desired Resolution:Close my account effective May 28, 2024.Stop all further billing.Confirm the $185 equipment charge and no extra fees post-return.Refund service charges after May 28, ************: ************ or ******************** ******* ********

      Business Response

      Date: 06/23/2025

      Thank you for passing along the concerns expressed by Michael Hildreth 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.

    • Initial Complaint

      Date:06/09/2025

      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.
      I have been trying to cancel my vexus fiber since may 5th. After being on hold for over a hour I was told that I have to return the equipment before my service can be canceled. I let them know that I did not pick up my equipment also I had No way to bring it anywhere. I was told it's not their problem I need to return the equipment. After a month of several phone calls, remaining on hold for several hours they finally sent a tech put to retrieve the equipment. They've tried to take money several times out of my acct and after several times of trying to cancel service which they were refusing to do over and over again

      Business Response

      Date: 06/20/2025

      Thank you for passing along the concerns expressed by Kimberleigh Thomas 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.

    • Initial Complaint

      Date:06/09/2025

      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.
      In February 2025,I subscribed to Vexus Internet (acct ********. I was promised a $100 gift card after the first 3 months. Never received it. The Tyler ****** closed several months later. Repeated phone calls go to hold with waits over 30 minutes. Texts and/or emails are referred to the same phone number. I want my promised $100 and to cancel my account. This seems impossible since I am unable to speak to anyone.

      Business Response

      Date: 06/11/2025

      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:06/03/2025

      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.
      Ive been trying to contact this company Vexus to speak to someone about my account and I was on hold for ************************************************************************************************************************************************************************************** their business they dropped the ball somewhere and didnt draft the payment from my account and Im trying to speak to someone about this issue. They told me in an email that during these changes I would not need to do anything if my payment was being automatically drafted that nothing would change. They also texted me that I could chat with someone through text about the issue so I texted then they said no one was available to respond. Now Im hearing from other people that their customer service is terrible.

      Business Response

      Date: 06/04/2025

      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 ************.

    Vexus Fiber is NOT a BBB Accredited Business.

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