ComplaintsforVyve Broadband

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hurricane ****** caused a tree to fall on the lines connecting from the street to the pole from which the lines go to the house. The outage was reported, as well as a major line down across my yard. Power was on by September 29. To date 18 November 2024 , I have no internet. I have called, texted, chatted, and sat in the office. Technicians came to tell me the line to the house was secure. Unsure why Construction missed it. Today, a contractor came to say it was too big of a job for him. No satisfaction from the company, and the bills continue to come. I am not in an area of major damage or hard-to-reach area.

  Business response

  11/21/2024

  Vyves Response:
  We thank you for your feedback. This experience is not what we want for our customers and apologize for any frustration. On 11/19/24 our Support member spoke to you over the phone. We confirmed your concerns were addressed prior to our call and the service has been restored.
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards,
  **********************

  Customer response

  11/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have for the last 2 months had my service through vyve broadband summarily discontinued after paying before the service was due. My particular setup originally costs $59.99 a month as part of their 105 plan. But I have a special $10 off discount due to referring a friend. In both instances I have paid the appropriate amount as stated by the company. In this particular instance, I was Auto suspended on a weekend with no ability to contact customer service. It's very important to note that I rely on five services as I teach from home for a local College. Ergo when my vibe fails I have no other way of connecting with work files, colleagues, or students. Due to this, I am going to be without service for a period of 10 this has happened to me twice over the last 2 months due to their failures and subpar automation I demand a repair of my service and an immediate correction of my account. I have dealt with this 2 months in a row it has interrupted the flow of my work day to deal with service issue that shouldn't even arise as I paid the bill the day before it's due. If this is how a broadband company treats its customers then it's no wonder why most of my neighbors have switched to a competing brand.

  Business response

  11/08/2024

  Thank you for taking the time to reach out. Our Support Specialists attempt to reach you by phone on 11/7/24 to discuss your billing concerns. A review of your account was completed. Currently our refer a friend discount is only valid for monthly recurring accounts. However, the account did receive this promotion in its entirety for 6 months. An email was sent to advise you of this as well as an offer for our amnesty program. Please contact us if you wish to discuss further available promotions to you under our Amnesty program.
  
  We appreciate the opportunity to review this further, please let us know if we can assist further.
  
  Thank you,
  Vyve Broadband

  Customer response

  11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my Vyve Broadband internet go out the morning of September 27 2024 at about 7 am and did not come back on until October 12 2024 at about 11 am . They sent me a bill for the full month with out any credit for the time my internet was out . I called the help line which was anything but helpful. Help line is a complete waste of time . I need someone from Vyve Broadband to tell me when and how much I am going to be credited for my internet outage .

  Business response

  10/21/2024

  Thank you for sharing your feedback. Your feedback is appreciated and we are happy to address your concerns. On 10/17/2024, our Support Specialist spoke to you over the phone regarding the billing concerns.
  
  We continue to focus on restoration of all of our impacted customers. Once restoration is completed, we will determine any billing and service credits for customers at that time. We appreciate your continued patience and sincerely empathize with the challenges this storm has brought to you, your family, and our community.
  
  All updated information can be accessed at ******************************************* .
  
  Regards,
  Vyve Broadband
  ****************************
  ************* 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 2024 and October 2024 Vyve broadband has tried to pull payment from my checking account 3 or more days before the bill was due and because the money wasn't in there yet they are charging me a returned fee. I called and they were rude and wouldn't make any adjustments or explain why they were trying to pull payment earlier than it is suppose to be and then charge me a fee when it's their ********* they have shut me off until I pay those charges.

  Business response

  10/17/2024

  Thank you so much for taking the time to reach out. Your feedback is appreciated and we are happy to address any specific concerns you have. On 10/16/24 a Support Specialist spoke to you regarding your billing concerns. Auto pay agreement and disclosures were properly covered when initially set up. This can be reviewed in our Terms, Conditions & Policies on our website at *************************************************************************
  
  The balance will remain on the account.
  
  We appreciate the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had NO-CNAT (This is the actual code that was on my account)My original issue was I was having an issue with latency and packet loss with anything greater than 5mbps upload.Tech comes out at 3pm 7/14/24 3:17 the techs says that he can connect to my modem and showing as customer owned Called dispatch, dispatch says thats strange, im changing it to customer leased (which is true for troubleshooting purposes since it was already part of my bundle) - oh, let me remove NOCNAT, we dont do that anymoreThis is where the problem started. Tech leaves after opening an engineering ticket.From here on out Ive been told they can see that the code WAS on my account and was removed by dispatch in my area, they cannot add it back due to it not existing in the system anymore.The only work around to have a public IP and no CNAT is a Static IP which I understand. What I do not accept is that I am facing the consequences of what vyve repetitive did that was NEVER authorized. I shouldn't be paying an extra 30 dollars a month because of ***** mistake. I tried finding a resolution with retention however no matter who I ask to speak to. "There is nothing that can be done at my level"I just want this made right by voiding the extra expense of the static IP.

  Business response

  08/20/2024

  Thank you for bringing this to our attention. Your feedback is appreciated and we are happy to address your concerns. On 8/16/2024  we were able to update your packaging to reflect a non-CGN IP address.  We apologize for any frustrations this may have caused you. On 8/20/2024 a Support member reached out to you by phone to confirm no additional assistance is needed and that the non-CGN IP address has resolved your issues.
  
  We appreciate you being a loyal customer and providing us the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband

  Customer response

  08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My internet service has been bad for over 2 months, it slows down to almost nothing frequently and completely goes out often. I have called countless times and every time they send a tech to my house he says that the signal is terrible and that they need to fix it. They have never fixed it. They will not return my calls.

  Business response

  08/02/2024

  Thank you for sharing your feedback. We are sorry to hear you are having issues with your service and appreciate the opportunity to research this further. On 7/29 the Technical Operations Manager was able to speak to you regarding your internet concerns. On 8/2 a technician was able to add a splitter to improve your service experience. We will continue to monitor your service and follow up with you as needed.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We live in ******************* and my elderly parents have tv, internet, and phone thru Vyve. Over the weekend we had bad storms and lightning ran in on their modem and router, frying everything. A technician came out Wednesday to repair the damage. He fixed it all right, and also change their phone number that they had for 36 years without their permission!Then he proceeded to leave, barely telling them what had been done, and not even telling them that their phone number was different! When my mom called to see if they could get their old number changed, they were told that they would have to forward the request on to the correct department.Their names are ******* and ************************* and they want their old phone number ************ back!!

  Business response

  06/07/2024

  Vyves Response:
  We apologize for any frustrations this may have caused you and appreciate you bringing this to our attention. On 5/30/24 our Support team was able to recover your phone number.  We have attempted to follow up with you by phone on 6/3/24, 6/4/24 & 6/7/24.  If you are still experiencing any service issues, please do not hesitate to contact us at ****************** or call *************.
  
  Thank you for being a loyal customer.
  
  Regards,
  **********************
  ******************
  **************

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've Had vyve broadband internet and cable since August of 2021. We have had nothing but problems. We have channels that go in and out. Our internet is always showing the down symbol, which means it's poor. We have channels that are super dark. We have channels that are really light. Channels that are grainy poor weak signal. It's getting out of control. I call them. They send out a service tech. The service tech says there's nothing wrong here. It's at their office. We call the office and the office says, they know nothing about it. We're just tired of it. They are the only internet and cable service that provides in our area, so we have no choice but to stay with them. We just want our services that we were promised to work properly. We pay almost a $185 a month. And I don't think it's too much to ask for our service to work properly. The last time the technician was supposed to come out was on April 2nd.He called me And stated that he had 6 or 7 other customers having the same problem that I am and they were fixing a major part. Once that major part was fixed, he would contact me to make sure that everything was working properly. I never received a phone call from him. Like I said, we just want our internet and cable to work the way it's supposed to. That's what we pay for every month and we don't get the service that was promised.

  Business response

  05/06/2024

  Thank you for sharing your feedback. We sincerely apologize for any frustrations these issues have caused and are happy to work on a resolution for you. On 5/2/2024 our Support member spoke to you on the phone regarding your concerns. A technician visited your home 5/3/2024 and we are continuing to work to resolve your service concerns. We will follow up with you to confirm resolved.
  Thank you for allowing us to work towards a resolution.
  Regards,
  Vyve Broadband 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They constantly have work orders but no one is in town doing any work. They cut the service off for 6-8 hours at a time and do not compensate for time lost of their service. It happens frequently and in hours Im supposed to be working from home on-line. When I call sustainer service they have no details of what service or maintenance they are doing. In my opinion they are not doing any service but doing a dis-service to us and a money saver to them by disconnecting service for their monetary gain.

  Business response

  03/27/2024

  Vyves Response:
  We apologize for any frustrations this may have caused and would like the opportunity to investigate your concerns. A Support member has attempted to contact you by phone and via email on 3/26/2024 & 3/27/2024. If you are still experiencing any service issues please reach out to us at ****************** or call *************.
  
  Regards,
  Vyve Broadband
  ******************
  **************

  Customer response

  03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Vyve to see if I could have my service transferred. They said they would send a tech out and call me the next day to see if service could be set up, they did not call me the next day. I actually ended up getting irritated and calling them and was told its not possible. So I asked if I could cancel my service anytime or if it had to be in advance, I was told I could cancel anytime, however this was before my new bill cycle so if he had stated to me I could cancel anytime but I would still have to pay for the bill cycle. I then called later in the month to cancel and was told I had to pay for the whole bill cycle and they dont prorate. Well I dont live there and Im not paying for what could be amounted to me not being given all the information. I simply want it prorated or the whole bill cycle cancelled as I moved out before it even began and simply kept it on for security camaras. This is not a hard thing to do and I am not aware of any companies that doesnt prorate, especially if its because a customer was not informed by one of THEIR reps properly.

  Business response

  03/11/2024

  Vyves Response:
  Thank you for your feedback. We apologize for any frustrations this may have caused you. A Support team member has attempted to contact you by phone and via email regarding your billing concern on 3/5/2024 and 3/11/2024. We would be happy to assist you with any questions you may have. Please reach out to us at ****************** or call *************.
  
  
  Regards,
  Vyve Broadband
  ******************
  **************

*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. ↩