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

  258843 PO Box Oklahoma City, OK 73125

• 

  Vyve Broadband, LLC

  1501 W Mississippi St Durant, OK 74701

• 

  Vyve Broadband

  2504 Westwood Road Westlake, LA 70669

• 

  Vyve Broadband

  40092 Hwy 49 Suite A Oakhurst, CA 93644

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:09/10/2024

  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.

  Continuous service disconnection, multiple times per day
  Most recently- late August to early September- Installed a new wire but didn’t bury in a timely manner so the dogs chewed it.
  Said they had to wait on heavy equipment but ultimately sent two guys in a Chevy Malibu and 2 shovels to replace the chewed wire and bury it. Left the old wire and nobody connected the new wire.
  Customer service consistently said a supervisor would return calls but nobody ever called on time and nobody seemed to know what was happening
  I’ve been a good customer. I always pay my bill on time despite the terrible service.
  I want a refund for my last month of “service” because it was non existent.
  
  Currently have no service.

  Business Response

  Date: 09/12/2024

  Vyve’s
  Response:
  Thank
  you for bringing this to our attention. We apologize for any inconvenience this
  may have caused. On 8/23 a Support Specialist contacted you regarding your
  service concerns. We escalated your internet issues to our technical filed team
  to work towards a resolution. On 9/10 a Support member followed up to ensure all
  your concerns we addressed.  Your account
  has been closed per your request and necessary credits have been applied. On
  9/11 we followed up with to provide a shipping label for your rental equipment
  and the expected time frame your refund will be received.
  
  We
  appreciate your patience and thank you for allowing us to work towards a
  resolution.
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:09/06/2024

  Type:Billing 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.

  mailbox and post destroyed by cable service truck with "bucket" on Thursday, Sept. 5, 2024.

  Business Response

  Date: 09/09/2024

  Thank you
  for bringing this to our attention. Your feedback is appreciated and we are
  happy to address your concerns. On 9/6 a Support member was able to discuss the
  damage concerns over the phone with you. We escalated this to the Technical
  Operations Supervisor, who confirmed our aerial contractor has been in contact
  with a resolution to resolve. They will be replacing your mailbox this week.
  
  Thank you
  for allowing us to work towards a resolution together.
  
  Regards,
  Vyve
  Broadband

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was promised repair and replacement of mailbox for 9/10/24 and have not heard any word or seen any action to correct the situation.  my wife receives her medication by mail and this has been delayed!  Very disappointed with Vyve Broadband!!!
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 09/20/2024

  We apologize for the frustration regarding
  this.  On 9/18 Our Technical Operations
  Manager reached out to you to assist with installing a temporary mailbox while
  a new mailbox is ordered. On 9/19 a Support member followed up with you to
  confirm your satisfaction with this replacement.
  
  We?appreciate the opportunity to work to resolve
  your concerns.?
  
  Regards, 
  Vyve Broadband 
  ****************** 
  ***** ******** 
  

• Initial Complaint

  Date:09/05/2024

  Type:Order 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 signed a business contract in August 2023 for internet service. My business closed down in September 2024, so I went to cancel service. I am a single mother, of four, and a tornado destroyed my entire city, causing massive job loss and multiple businesses to close. Vyve has said that I am liable for the remaining 11 months on a 24 month contract for a business that isn't even open anymore to the tune of over $1100. No one explained to me that there was a contract that I'd be locked into. I had the supervisor review the calls where no one explained this, and they said that it still stands. There was no option for extenuating circumstances or hardship. Just cruelty and heartless service.

  Business Response

  Date: 09/09/2024

  Thank you
  for sharing your feedback. This was escalated to our Commercial Billing
  Specialists to investigate further. Upon review, it was determined an agreement
  was signed regarding early termination of service. An early termination fee has
  been applied from this agreement. Our Commercial Billing Specialists will be
  following up you with regarding this resolution.
  
  Thank you
  for allowing us to look into this further.
  
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:09/04/2024

  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 services were automatically transferred to Vyve Broadband from ********. I reviewed my monthly bill and I have been paying for broadcast re-transmission fee since September 2023. When I called Vyve's customer service, I was informed that the fee was for cable that I don't have or ever had. This fee was for $42.17 on my August 2024 statement. Vyve's customer service representative and manager advised me that they have a policy that no statements are adjusted beyond 30 days. I was advised that their policies are available on their website and are published once yearly on a statement which was changed to August this year. Prior to the change, it was printed on their April statement. Considering my services began September 2023 and they changed the month in which this policy is posted to August this year, I never received a statement with this policy published nor did I receive these policies when their company took over the internet services. I do not commonly look up company's policies on their website. I reviewed my August statement and I don't feel companies should be able to bill customers for services not rendered. I understand that I should review my bill, and I can guarantee that I will moving forward. That still doesn't justify the company billing for services never rendered and refuses to reimburse the charges. After speaking with the representative, I pulled up the Vyve Broadband website and I have yet to find the policy that they don't reimburse beyond 30 days (this customer service manager gave me the reimbursement for 2 months of paying for the services that I didn't receive). I also pulled up my August statement which this policy was reportedly stated. I copied what was published on their statement about refunds below.

  Business Response

  Date: 09/06/2024

  Thank you so much for taking the time to reach out. We
  apologize for the inconveniences these billing issues have caused and are happy
  to look into your concerns further. On 9/6/2024 a Support member attempted to
  follow up with you by phone. An email was sent to advise you of this. A review
  of your account will be completed and we will be following up with you.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband 

  Business Response

  Date: 09/20/2024

  Thank you for sharing your feedback. We apologize for any
  frustrations this experience has caused and are still reviewing your account to
  reach a resolution. We will continue to follow up with you at the best convenient
  time, after 5:30pm, as requested.
  
  Thank you for allowing us to work towards a resolution together.
  
  Regards,
  Vyve Broadband
  ******************
  ***** ********

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response says that we are further reviewing your records and will be in contact with you shortly.  With the acceptance of this response, it states that I agree to the resolution.  I would expect for the resolution to be a part of that acceptance, not working on one.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/30/2024

  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 have been a loyal Vyve customer since 2015. The last 2 years I have been paying over $150+/mo for internet that goes down and doesnt work for at least 20-30 mins at a time at least 5 days every single week. It never fails, it happens ALL THE TIME. I have never received any credit for the non-working service. The last time I went to complain about this, I was given no answer. I already know they will not give me a new router if this one is the actual problem, So now I am going to be out extra money to try a new router when it may not even be the problem. Will very soon be losing my business after 9 long years of being loyal to them. There is no point in paying for service that doesn’t work 70% of the time. I have never felt entitled to anything, but I 100% believe I should be getting a credit on my bill for the service always going out. This is so ridiculous.

  Business Response

  Date: 09/04/2024

  Vyve’s
  Response:
  Thank you for reaching out to us regarding your service concerns. We
  apologize for any frustrations this may have caused. On 9/3 and 9/4 we
  attempted to contact you by phone and email and have been unable to reach you.
  We would be happy to assist you with any billing and technical concerns you may
  have. We will continue to follow up with you to work towards a resolution.
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:08/28/2024

  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.

  see attached

  Business Response

  Date: 08/29/2024

  Vyve’s
  Response:
  We
  appreciate the opportunity to address your concerns and apologize for any
  inconvenience this may have caused. On 8/29 a Support member followed up with
  you regarding your bill increase. We went over your packaging and promotional
  offers available to you. However, you have declined to make any changes at this
  time. Please contact us if you wish to discuss further available
  promotions. 
  
  Thank
  you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve
  Broadband

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 name is ****** ******, I am 65 years old, I am a senior citizen, and I don't read and write too good so I don't know how to use a computer so I'm having my daughter type this up for me. I have grandchildren that live with me and need the internet for schooling and my grandson said he would pay for cheaper internet so I had my service with Vyve Broadband cut off back in August of last year I think. Well he stopped paying that bill and I called Vyve Broadband to turn the internet back on again and signed up for a plan that the man helped me pick out over the phone because I don't know nothing about no internet plan or service. I got the plan and each month my bill went up and up and finally I got a bill for $375.81 and I had my daughter call to help me understand why my bill was that high. They told my daughter that we didn't have an unlimited plan because the company changed over or something like that since we had Vyve Broadband last time so my grandchildren had went over on the internet and ran my bill up. I tried to tell them that I would have just paid the few extra dollars for unlimited so I wouldn't pay $181.25 because they went over and then $375.81 the next month because it went over. I'm a senior citizen living on a fixed income and I just do not have that type of money to put out like that. I'm writing for somebody to help me get some of my money back because that really messed up my budget since the beginning of the year. My daughter helped me to add up that I paid over $277.08 after they gave me a small little credit. If I would have had the right plan with unlimited I should have just paid $79.99 a month from the beginning.

  Business Response

  Date: 08/16/2024

  Thank you
  for your feedback. On 8/14 a support agent reached out to you to discuss your
  internet packaging and data charges.  On
  3/27/24 your first data overage of $120.00 had been waived as a courtesy. An
  additional credit of $190 has been applied to your account. Please let us know
  if we can assist further.
  
  Thank you for being a loyal Vyve
  Broadband customer. 
  
  Regards, 
  Vyve Broadband 

• Initial Complaint

  Date:07/31/2024

  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.

  See attached complaint form.

  HAVENT HAD INTERNET SINCE APRIL 2024
  

  Business Response

  Date: 08/02/2024

  Vyve’s
  Response:
  We appreciate you taking the time to share your
  feedback. We apologize for any inconvenience these issues have caused. On 8/2 a
  Support member followed up with you. It was determined your internet services
  are working and you are not experiencing services issues at this time. Vyve
  Broadband offers paperless email billing to avoid additional fees. However, you
  have declined to enroll in email billing. Please contact us if you decide
  to make any changes to your account.
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:07/30/2024

  Type:Billing 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.

  I chose this company as I needed internet and cable. I was having issues with audio and losing connections with my internet. I had a outage with my TV and it died. Wasn't sure if that may been connections issues as my system wasn't hooked up properly as **** was saying. This is why I was losing connections. I paid this company $177.00 when signing up and I don't feel this is worth the price when their technicians can't connect lines properly. I want a credit to my account for this problem. I wasn't able to connect my security system because of this.

  Business Response

  Date: 08/02/2024

  Vyves Response:
  We thank you for your feedback. This experience is not what we want for our customers, and apologize for any frustrations. On 7/31/2024,our Support member spoke to you regarding the internet and video concerns. We have also escalated this to our Technical Operations Manager who has been in contact with you. We will continue to review and follow up with you to ensure this is resolved.
  
  Thank you for allowing us to work towards a resolution with you.
  
  Regards,
  Vyve Broadband

  Customer Answer

  Date: 08/05/2024

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

  Hello, My name is *******************. I am contacting you back in regards to my complaint with the company Vyve Broadband. This company contacted me saying they scheduled an appointment to come out to check my connections. I waited for them on August 1, 2024 in the hours they were set to arrive were between 1 and 3 pm and i wasnt contacted and they never showed up so i cancelled. This is a poor way to do business. In time i will be looking for a different provider as i cant rely on Vyve Broadband. I would like a refund as my service has been very poor. Thank you for your time. Sincerely ****

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/09/2024

  Vyve Response:
  Thank you for bringing this to our attention. On 8/8/2024 Our director of Operations had reached out to you and scheduled a work order to have a tech come out at your convenience.  We have also applied a $100.00 credit to your account for the service issues you have been experiencing and will continue to follow with you as we work to confirm issues are resolved.
  
  We appreciate you being a loyal customer. 
  
  Thank you, 
  Vyve Broadband? 

• Initial Complaint

  Date:07/23/2024

  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.

  7/15/2024 The business was using the federal program ACP for broadband service at a discount, when the program ended they enacted a policy that stated you can not upgrade your service for six months and they changed my service in the middle of the month causing me to have huge overlimit charges. They're punishing customers for using a federal program to help pay for broadband service, since it ended back in *** of 2024.

  Business Response

  Date: 07/25/2024

  Vyves Response:
  We appreciate you taking the time to share your feedback. On 7/24/24 a Support member spoke with you to discuss your service. We have applied a billing adjustment to your account and added unlimited data plan as agreed upon. You have agreed to keep your services the same for the next 6 months.
  
  Thank you for giving us the opportunity to resolve your concerns.
  
  Regards,
  Vyve Broadband
  ******************
  *************