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Business Profile

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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

      312 E 3rd St. Burkburnett, TX 76354

    • Vexus

      3453 Curry Lane Abilene, TX 79606

    • Vexus

      2221 W Interstate 40 Amarillo, TX 79109

    • Vexus Fiber

      3818 Olton Rd Plainview, TX 79072

    Customer Complaints Summary

    • 100 total complaints in the last 3 years.
    • 66 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:07/10/2024

      Type:Service or Repair 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.
      Paid $190.00 to have lawn sprinkler repaired from Vexus fiber installers damage. ********** was the last contact with Vexus at ************. Copy of repair charges from Sunrise Landscape, LLC for $190.00 was provided. Included was picture of installation crew on site. Original contact was ******************* at ************.

      Customer Answer

      Date: 07/27/2024

      Thank you for your assistance.  The Vexus Fiber installation company was B & A ********* **** in ******* ******  They telephoned me on 7/17/2024 and advised they were mailing a check for the repair.  The check for $190.00 arrived in the mail on 7/26/2024. I am satisfied with the results and grateful to the Better Business Bureau.

      Thank you,

      ***********************

      Business Response

      Date: 08/02/2024

      Our contractor sent the customer a check for $190.00 to cover the sprinkler repair. 

      Customer Answer

      Date: 08/02/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:07/09/2024

      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.
      So as of 7/8/2024 they were suppose to install called multiple times they keep rescheduling me and instead of emailing the dispatch to get them out here they didn't it's very frustrating when your job is on the line and even a supervisor gives you attitude worse beginner customer service experience ever

      Business Response

      Date: 07/11/2024

      Installation completed 07/09/2024. Customer was credited installation charge of $30.00 on 07/09/2024. Customer is satisfied with credit and installation.

    • Initial Complaint

      Date:06/08/2024

      Type:Service or Repair 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 came and dug their lines in my yard and destroyed my irrigation system in the process, no lines were marked before using the heavy machinery in my yard. *** reached out directly to them and they have stood me up and not made the repairs.

      Business Response

      Date: 07/01/2024

      Vexus Fiber has repaired the damaged sprinkler system and confirmed the consumer is satisfied.

      Customer Answer

      Date: 07/01/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/07/2024

      Type:Billing 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.
      Cancelled service 2 months ago. Its not my fault that the tech who took out the equipment lost it and never turned it in. Now I have a 180 bill and probably going to go on my credit. **************** says they will look for it and then fix my bill.. **** is not good enough. Your people lost it, you can credit me and find it later.

      Business Response

      Date: 06/21/2024

      The customer canceled his service on May 6, 2024. Vexus Fiber has provided invoices showing that the customer was billed $30 for a Returned Payment on May 8 and then $150 for Unreturned Equipment on June 2. As stated, the technician who picked up the customer's equipment no longer works with the company and Vexus is unable to determine what happened to the equipment. Nevertheless, Vexus has credited the Unreturned Equipment charge and as a showing of good faith has also credited the Returned Payment charge leaving the customer with a $0 balance.

      Customer Answer

      Date: 06/21/2024

      I have reviewed the business response and accept this resolution. 

      However their practices still force the customer to have to go to all this trouble to prove they didnt do anything wrong.  

    • Initial Complaint

      Date:05/29/2024

      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.
      I signed up with Vexus Fiber for internet after a young man came to our house and offered an internet package for $39.99 per month. He stated repeatedly that the monthly charge would be$39.99 and not more than that for six months and that If I renewed with Vexus Fiber after six months the price would remain $39.99.Last week I discovered that my Vexus bill is $49.99 and I called Vexus twice and they will not change the monthly charge. They state there is an additional $10 fee for internet that they have to charge. However, the intial door-to-door salesman ensured me that my monthly charge would $39.99. He never mentioned any other fees or charges.This is a deceptive and misleading and dishonest sales practice.

      Business Response

      Date: 07/03/2024

      As of this date, Vexus personnel have been unable to contact the customer to resolve this matter.

      Business Response

      Date: 07/09/2024

      Vexus has been in contact with the customer and issued a credit reducing his monthly bill to $39.99 for 12 months. The customer says he is satisfied with this resolution.

      Customer Answer

      Date: 07/11/2024

      I have reviewed the business response and accept this resolution.  Vexus was able to contact me and they adjusted the monthly charge to what was originally promised by Vexus.

      Thank you so much for your help.

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair 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 doesn't provide a way for residence customers to get a Static IP. Please charge me $5 extra a month like many other fiber providers do for a Static IP.

      Business Response

      Date: 04/18/2024

      Vexus Fiber does offer static IP service to residential customers for $20.00 per month. Vexus personnel have communicated this to the customer and are waiting for confirmation in order to proceed with installation.

      Customer Answer

      Date: 04/23/2024

      They have contacted me and was setup correctly.

    • Initial Complaint

      Date:02/12/2024

      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.
      Vexus claims we have not paid our bill. We prove to them we have. They shut off our internet. We call and complain, they turn it back on while we are under investigation. And it starts all over again 2 weeks later. And yet they keep cashing our checks

      Business Response

      Date: 02/21/2024

      Vexus Fiber has been in contact with the customer and determined that a payment was posted to the wrong account. The payment has now been posted correctly so the account no longer shows to be delinquent. In addition, Vexus has issued a $20 credit for the resulting late fees.

    • Initial Complaint

      Date:01/02/2024

      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.
      We swtched to Vexus a couple of years ago ( ******** Providers for TV service are few and all are bad) We have had regular sessions of screen freezes following what I refer to as the , "Red Circle of Death" Sometimes there is no picture at all (Audio is always working) Video no so good. Since this is an intermittent problem, it is hard to diagnose. It's also impossible to get some out when it's occurring. ot's the "If it's working when we finally show up, nothing is wrong." Lately they have called me and told me I was past due on my statement and I would be cancelled. The bill is paid direct to them via my bank (***** Fargo) I ger a statement, go to my bank web site, **** which bills to pay and the bank pays the vendor direct. ( All at no cost) I called them and spoke with a person. Sent them an email containing all the payments from my bank and for them to indicate which payment they alledgedly did not receive. Then the bank could work with them. I got the name of the person and her company email and forwared a copy of the payments (No Accounts were reviewed, just payments. Called back two days later and asked to speak to the person I had previously spoken with and emailed to. I was informed that no one by that name works there. The email I sent was not rejected because it was a legitimate number. Looking at comments on the internet, there seems to be a number of similar complaints

      Business Response

      Date: 01/16/2024

      Vexus Fiber has researched the customer's account and determined that he failed to make a payment for his August invoice. The customer is billed one month in advance on the 18th of each month. Attached are copies of the July, August, September, and October invoices. These show a payment of $240.00 was received on August 9. The next payment of $240.00 was not received until October 3.

    • Initial Complaint

      Date:12/13/2023

      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.
      Canceled services due to change of address and services not being offered at new residence address. was not in contract and returned company equipment. Do have a receipt confirming equipment. Company has had more than the allowable time stated within ******************************************** to issue refund due for return of equipment and pro rated services paid for in advance.

      Business Response

      Date: 12/19/2023

      Vexus Fiber issued the customer's refund of $68.30 via ACH on December 14, 2023.

    • Initial Complaint

      Date:12/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 pay for internet that of which I do not receive...Multiple complaints and requests to fix my issue, all I get are excuses, downed lines, upgrading the system, constant excuses and no fix to the issue, I pay full price every month and not provided the service for which I pay for every month on time with no late payments...

    Vexus Fiber is NOT a BBB Accredited Business.

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