Complaints

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:03/20/2025

  Type:Sales and Advertising 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.

  Ive contacted them via chat and was advised to reach out via email regarding them double charging me a processing fee for using a credit card. My bill was $80 and I was charged $82 and thats what was taken out of my account. They refuse to respond to me and Ive reached out many times now. Now resulting in me getting charged a late fee! This is unacceptable and I should not be charged two times for one charge and Im wanting the late fee removed as well as this is on them not correcting my bill when I reached out.

  Business Response

  Date: 03/25/2025

  We greatly appreciate you reaching out to us regarding your billing concerns. On 3/24/2025 our Support Specialists spoke to you over the phone. We have applied a courtesy credit of $2.00 for the mischarged processing fee and also added an $8.50 credit for the late fee occurred. If you need any further assistance than please do not hesitate to reach back out to us.
  
  We appreciate you being a loyal Broadband Customer

  Customer Answer

  Date: 03/25/2025

   
  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

  Date:03/15/2025

  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.

  The internet access to my home was cut off due to a box truck ripping down lines on March 1. We have called numerous times. We have been without service 15 days now yet my mom next door had hers restored about a week ago. They tell us every time we call that construction team has been notified and work is expedited. They have failed to return calls or keep us informed of the process. I feel like the service people we call are just being used to continually lie to us. It does not appear they are taking our complaint seriously. It is probably the worst service of any utility company I have ever dealt with. Communication with the people on the phone has been fine but the follow up by the repair people is abysmal.

  Business Response

  Date: 03/21/2025

  Thank you for bringing this to our attention. We apologize for the inconveniences this has caused and are happy to work on a resolution for you. We escalated this to the Technical Operations Manager to investigate. On 3/19/2025 a technician visited your home. Our Support Specialist followed up with you on 3/20/2025 to confirm all service issues have been resolved and no other assistance needed. A credit of $58.49 was applied to your account for service dates 3/1/2025 3/19/2025.
  
  We appreciate the opportunity to work towards a resolution together and thank you for your loyalty.
  
  Regards,
  Vyve Broadband
  ****************************
  ************* 
  

• Initial Complaint

  Date:03/11/2025

  Type:Product 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.

  Our service was canceled with Vyve and at first they said we owed money for the equipment but we don't have any equipment from ****. I called customer service and explained this and they told me I did not owe anything since they realized I did not actually have any equipment. Today I received a letter in the mail from a debt collector for $150. They sent it to collections. This is not okay.

  Business Response

  Date: 03/14/2025

  Thank you for bringing this to our attention. We apologize for the inconvenience this issue has caused and are happy to work on a resolution for you. On 3/11/2025 our Support Specialists attempted to reach you by phone. A complete review of your account has been concluded and the modem charge removed from your account. We have advised the ***************** of this resolution. An email was sent to confirm no other assistance is needed.
  
  We appreciate the opportunity to review your concerns further.
  
  Thank you,
  Vyve Broadband
  **************************
  ************* 

• Initial Complaint

  Date:02/25/2025

  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 receive Internet, TV and phone from ****. My account is drafted about $210 each. month.I lost service due to Hurricane ****** September 26, 2024. Service was restored November 20, 2024. During the loss of service my account was drafted anyway. I complained to the local office, *********,**. The manager promised I would be compensated for 2 months. The first month was but then back to usual charge. I again complained. Then received half compensation ( see charges below). I was drafted about $400 for service not rendered. Thus far compensated about $300. Sept 16 ....$209.60. Oct 16....$209.60. Nov 16....$210.77. Dec 17.....$16.59. Jan 16....$199.09. Feb 19....$103.82

  Business Response

  Date: 03/03/2025

  Thank you for your feedback. We have completed a full review of your account. On 2/27/25 a Support Specialist spoke to you and discussed your billing concerns in detail.  We have applied three separate credits to your account for hurricane compensation totaling $277.90.  Based on our compensation process you have received the total credit amount for your account. We are unable to provide credits for service interruptions caused by power outages,severe weather, or other events outside of our control, known as force majeure events. Any additional dispute request is outside of our billing dispute policy. For additional billing information, our Residential Subscriber Agreement Policy and procedures can be found our website and here for your convenience ***************************************************;
  
  We appreciate the assistance to review your concerns further.
  
  Regards,
  Vyve Broadband
  ****************************
  ************* 
  

• Initial Complaint

  Date:01/13/2025

  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.

  The issue of my complaint is the Vyve Broadband is requiring me to pay unfair and unethical additional payment to them for canceling my account on 10/31/24 and not giving them 30 day notice in advance of cancelation. By canceling on Oct 31, I gave them 21 days notice. When I canceled I was told that since I had paid up to 11/21/24 my account would stay active until that date. AT no point in the discussions was I told the requirement of paying an additional month from 11/21/24 to 12/21/24. The normal payment is for services to be rendered in future such that by paying for my Oct **** of ****** on 10/12/24, I was paying for services thru 11/21/24. Please see my uploaded information for additional details. I can be reached at ************ to discuss this unfair demand by Vyve. My last **** said if I did not pay the additional $100.00 by 10/25 it would be turned over to a collection agency. Help please. ***** ******.

  Business Response

  Date: 01/17/2025

  Vyves Response:
  We thank you for your feedback. This experience is not what we want for our customers and apologize for any frustration. A Support Specialist attempted to reach you by phone on 1/14 and 1/16. We were able to speak to you over email.We have reviewed your bill and applied a $100.00 adjustment to your account for your hurricane ****** compensation. Your account reflects a 0.00 balance so no additional contact attempts are needed.
  
  We appreciate you for allowing us the opportunity to assist you.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  Date:01/09/2025

  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 husband ******* *** is the account holder, but I have access as well. I work from home in the ****************, so if I miss even one day of work it will impact patient care. I have missed 12 hours of work over the past 2 days due to our internet cutting in and out. I realize there was an outage today, but yesterday there was not. Vyve could not figure out why the internet went out yesterday. Due to this, I have experienced severe anxiety both about my income and my job security. It never looks good to a manager when a remote employee claims they can't work that long because they do not have internet. This is unfair to paying customers, especially ones that rely on internet access to do their jobs. Something needs to be done about this.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention. We apologize for the inconveniences these issues have caused and are happy to work on a resolution. We escalated your internet concerns to the Technical Operations Supervisor. Maintenance work was completed 1/14/2024 to repair a fiber line feeding your node. On 1/15 our Support Specialists was able to discuss this resolution with you. An adjustment of $42.50 was applied to your account. We will be following up regarding any additional credit during Hurricane ******.
  
  We appreciate the opportunity to review your concerns further.
  
  Regards,
  Vyve Broadband
  ****************************
  ************** 

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service 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.

  While it is understandable there will be interruptions and service due to natural disasters, The customer service that Vyve provided post hurricane ****** is a disgrace. Its my understanding that it was by design to send customers in a loop when requesting assistance on the phone and via email. We were unable to cancel service or access our account to make changes to our financial aspects post hurricane. Meaning, those of us who were out of service for over a month- were still being charged and unable to cancel. Additionally, I cancelled on the 25th of October- exactly a month after my outage began - having to visit the office to do so. Ive received two bills since and still no one will respond to this complaint Adding insult to injury, I was sent a text to fill out a form for reimbursement and you can see that they offered 1.83 to cover having no internet for two months. There are more complaints but Im hoping someone will care enough to investigate this.

  Business Response

  Date: 12/12/2024

  Thank you for bringing this to our attention. We understand how difficult it was to be without service, and we sincerely empathize with the challenges this storm has brought to you, your family, and our community. A Support Specialist attempted to contact you by phone but were unable to reach you. We corresponded via email to discuss your billing concerns. A full review of your account has been completed. A credit of $98.46 has been applied to you account. At this time, your account has been closed leaving a refund of $42.15 that will be mailed to you.

  We appreciate the opportunity to work towards a resolution.

  Regards,
  Vyve Broadband
  **************************** 

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/03/2024

  Type:Service or Repair 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 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

  Date: 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 Answer

  Date: 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

  Date:10/15/2024

  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 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

  Date: 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
  ****************************
  *************