Business Profile

Telephones

Vexus Fiber

Headquarters

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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

Customer Complaints Summary

63 total complaints in the last 3 years.
33 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/18/2025
Type:Customer Service 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 currently have Vexus Fiber service (and because Vexus does not provide with a public static IP Address, I am also forced to have ************************* as well).Vexus Fiber claim that their service is not limited, but I am not able to receive a static IP address from their service which runs under CG-NAT network.
Business Response
Date: 04/22/2025
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 ************.
Customer Answer
Date: 04/23/2025
I am rejecting this response because:
The IP address I am receiving is not a globally public IP address as stated in the email I sent. (as Per ************************************************************ ), and RFC 1918 (**************************************) and **** (Internet Assigned Numbers Authority).
Business Response
Date: 04/29/2025
Thank you for passing along the concerns expressed by ****** ******** and we apologize for any delay. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our *************************** at ************.
Customer Answer
Date: 04/29/2025
I have reviewed the business response and accept this resolution. A Tier 1 customer service representative (Salomon) helped me with my issue, and I certify it was solved it beyond my expectations.
Thank you, Salomon.
Initial Complaint
Date:04/15/2025
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.
On 04/15/2025, a Vexus technician named **** *. came to my home to complete the installation. During the visit, at no point was I shown any documents or agreements to review or sign. However, shortly after the technician left, I received an email from Vexus containing a work order that included:A signature attributed to me, indicating I had agreed to terms and conditions An equipment agreement acknowledging usage and fees for damaged or unreturned devices An E911 agreement A drop burial agreement A three-year contract with early termination fees This signature was submitted without my consent or knowledge. I have Ring camera footage that documents the entirety of my interaction with the technician, which clearly shows I was never presented with these agreements nor asked to sign anything.When I signed up for service, I was under the impression this would be a month-to-month agreement, with no long-term contract or significant cancellation penalties. At no point did I knowingly agree to a three-year contract or the related fees. When I contacted Vexus support about this discrepancy, I was asked to provide personal identifying information, including the last four digits of my SSN or a PIN number I do not recall ever setting up. This has further added to my concern about the legitimacy and security of the account setup process.After reviewing online feedback, I have found other customer ***************************** that describe a similar experience, having initials or a signature applied without consent. This raises red flags about whether this is an isolated incident or a broader issue.I am requesting the following:1.A copy of all documentation I allegedly signed or initialed.2.Confirmation in writing of the actual term of my service agreement and whether I am subject to an early termination fee.3.Immediate correction of any unauthorized documentation or misrepresented contract terms.4.A formal internal investigation into the technicians conduct.
Business Response
Date: 04/24/2025
Thank you for passing along the concerns expressed by ******* ******** and we apologize for any confusion. We have spoken directly with ******* and consider this matter resolved. Should she have any additional concerns, we invite her to contact our *************************** at ************.
Initial Complaint
Date:04/14/2025
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.
Subject: Urgent Complaint Regarding Exposed Wire and ************ To Whom It May Concern,I am writing to formally express my frustration and disappointment regarding the service I have received from Vexus.Several months ago, a Vexus representative came to my home, offering a better service than my current provider. I agreed to switch after hearing what was promised, including fast installation. However, what followed was a series of unacceptable delays, broken promises, and poor customer service.Despite being told the service would be installed within 24 hours, it took over two weeksand only after I had to contact six different supervisors, each assuring me someone would be out to complete the installation. As compensation, I was told I would receive three months of free service, which was appreciated, but unfortunately the problems did not end there.Since the installation, I have had an exposed cable running from the street to my home for over three months. This is not only unsightly and unprofessional, but it is also a serious safety hazard. The lawn maintenance crew has almost damaged the wire multiple times, and I am concerned it may lead to service interruptions or even pose a risk of ********* make matters worse, when I attempted to call the Vexus office, I was placed on hold for two hours before being disconnected. This level of customer service is unacceptable.I am demanding that a technician be sent out immediately to properly bury the exposed wire and complete the job that should have been done correctly from the start. The current state of the installation is both unprofessional and potentially dangerous.I hope Vexus takes this complaint seriously and corrects this issue promptly. I expect to be contacted with a resolution date within the next 48 hours.Sincerely,
Business Response
Date: 04/25/2025
Thank you for passing along the concerns expressed by ****** ****** and we apologize for the delay in the fiber line burial. We have spoken directly with her and consider this matter resolved. Should she have any additional concerns, we invite her to contact our *************************** at ************.
Initial Complaint
Date:04/03/2025
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.
**Promotion offer not honored. I'm seeking my $100 gift card that was originally offered via the Vexus Fiber promotion.**In early December of 2024, **** *******, a Vexus Fiber employee, visited my home to offer fiber internet serviced. He provided a physical flyer with the promotion offer of 1 free month, free installation and a $100 gift card after the first 3 months of service was completed. The proof of the promotional flyer has been attached. I signed up for the promotional offer only to be have my service cut after the first month of service for non payment. I called immediately and was advised that i was behind 1 month of service, i needed to pay a late fee and i also owed the installation fee. It took several calls and emails with the proof of the promotional flyer to finally be credited for the fees that my account was charged with. I emailed ******************************* regarding my $100 gift card and had a conversation with ****** in the **************************** She advised me that i would not be receiving the gift card because my account fell past due after my initial December statement. December was my first free month of service according to the promotion. I tried to explain that the Vexus billing error that occurred in December concluded with a credit to my account because of the promotion i signed up for. My explanation went unanswered. ****** and anyone else in the *************************** have failed respond to numerous email attempts relating to the $100 gift card promotion that I'm owed. Although my account was credited due to the billing error after providing proof of the promotional flyer and salesman contact info, I have not been made whole for the missing $100 gift card that was advertised and promised at the time of signing up for service. The billing error on behalf of Vexus caused my account to be disconnected and they are holding that against me to avoid issuing me $100 gift card.
Business Response
Date: 04/17/2025
Thank you for passing along the concerns expressed by ******* ***** and Vexus apologizes for the delay. We have spoken directly with ******* and consider this matter now resolved. Should ******* have any additional concerns, we invite them to contact our *************************** at ************.
Customer Answer
Date: 04/17/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/02/2025
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.
Fiber optic was installed in my neighborhood last year and messed up my sewer line. We had to hire multiple plumbers to finally figure out the issue which was the Vexus fiber optic line went through our main septic line. I initially contacted vexus on 2/21/25 to report the issue as the city told me to and Vexus told me to submit a ticket #****** so that it can be looked into along with sending pictures to their email. I have yet to get a response from them and have been calling every day to follow up as they have said and get told every time that someone will be reaching out to me the same day and never get a response. Another ticket was created by agent on 3/31 #****** to try escalate the situation. We had to spend over $7,000 to get this repaired and have receipts showing.
Business Response
Date: 04/17/2025
Thank you for passing along the concerns expressed by Atlanta ****** and we apologize for the damages and the delay to receive their refund check. Vexus is going to meet with Atlanta to sign paperwork and then Vexus will overnight the refund check. Should Atlanta have any additional concerns, we invite them to contact our *************************** at ************.
Initial Complaint
Date:03/25/2025
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.
Vexus Fiber was installed at my house on Feb 26, 2025.After about a month of dealing with poor internet signal strength, intermittent outages, and other issues I filed a "Trouble Report" on March 21, 2025 describing the problems to Vexus.The Trouble Report with a Vexus Fiber employee response are attached as two .pdf pages.The pages provide more detail of the wifi problems, but those problems are no longer the main issue.Since 3/21 I have received no response from Vexus and because of the poor service I want to cancel my Vexus ************ IS THE PROBLEM: Vexus makes it nearly impossible to cancel an account. I spent hours on hold on 3/24 and was cut off multiple times and had to call back into a que of 8 or 10 callers. When I finally reached a person, he said he could not cancel the acct, and only "Customer retention" (or some such ***** could. Without telling me, he transferred my call to the other department. After holding another hour, the recording said: "No one is available to take your call. GOOD BYE."I called back and reached the same employee and asked how to reach the department to cancel. He said that department ***has no direct line*** and he transferred me again and I held of an hour with always "eight callers ahead of you." And I finally hung up.What I hope BBB can help me with is simply cancelling my account.When I accepted the account over the phone in February I was assured that I had a three-year lock on the monthly price, but no contract. During the conversation I asked at least two more times if there was a contract and the employee said, "No."
Business Response
Date: 04/09/2025
Vexus' records show that it did contact the customer on March 24 but the customer refused ******************' offer to troubleshoot his service. As requested, Vexus canceled the customer's service on March 28 with an effective date of March 25. Despite multiple attempts, Vexus has not been able to contact the customer to confirm the complaint has been resolved to his satisfaction. Nevertheless, Vexus canceled the service as requested and considers the matter closed.
Customer Answer
Date: 04/10/2025
I am rejecting this response because: Vexus' records are not correct. My original attachments to the complaint show that a person named ******* replied to my trouble report on March 20, 2025. Vexus did not contact me on March 24th--I CONTACTED THEM on March 24th to cancel my account. No one from ****************** responded to the trouble report between March 20 and March 24--no one EVER responded to the trouble report after the ********* email.
When I finally reached the correct person to cancel the account he was excellent. He did offer to try to fix the problem which I did decline and request a cancellation, which he did...(and I almost forgot: he said he would credit me the $95 payment I had already made. I haven't received it and don't want it.)
I did receive two voice mails from Vexus AFTER the account was cancelled, presumably to modify this response.
My complaint was the difficulty in cancelling the account, which finally was fixed when I reached the right person on the phone. This was after 6 hours on hold on a previous day and NOT reaching the correct person.
I am very glad to be rid of Vexus.
Business Response
Date: 04/18/2025
Thank you for forwarding ******* ******* concerns and we apologize for any inconveniences . Vexus has attempted to contact ******* multiple times to discuss this matter, but has been unsuccessful. Should ******* wish to discuss this matter further, we kindly invite him to return our call, or contact our *************************** at ************ should there be any additional concerns.
Initial Complaint
Date:03/24/2025
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.
************* was transferred to Vexus without permission from the business owner. They spoke with an employee. They will transfer back to Xfinity but will take 14 days to recover. Companies should have signed authorization to move services to their company before it is initated.
Business Response
Date: 04/01/2025
Thank you for passing along the concerns expressed by ***** and we apologize for any confusion. We have spoken directly with ***** and consider this matter resolved. Should she have any additional concerns, we invite her to contact our *************************** at ************.
Customer Answer
Date: 04/01/2025
I am rejecting this response because: I am still not happy that Vexus accepted a change in our business without consulting the owner, they accepted a change order from an employee who did not have the authorization to change our service. We still do not have service. I would like their procedures changed where they have to confirm the owners of a business are made aware of the changes before they start the process of change.
Business Response
Date: 04/11/2025
Vexus sympathizes with the complainant's frustration. However, the complainant is not Vexus' customer. So, ****************** had no independent knowledge of who owned the phone number. In this circumstance, it was up to Xfinity to deny the request to transfer as they were in the best position to know who owned the phone number. Unfortunately, that did not happen. Vexus placed orders to return the phone number as soon as it learned of the problem. Vexus regrets the inconvenience to the complainant but insists it acted in good faith and requests that this matter be closed.
Initial Complaint
Date:03/10/2025
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.
Vexus represented came to my house yelling and then left a note on my car saying "you are a rude ****, core".
Business Response
Date: 03/24/2025
Thank you for forwarding ***** concerns and we sincerely apologize for the situation she encountered with our sales representative. We have attempted to contact *** to discuss this matter but have been unsuccessful. Should *** wish to discuss this matter, we kindly invite her to return our call, or contact our *************************** at ************ should there be any additional concerns.
Initial Complaint
Date:03/04/2025
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.
I canceled service to switch to *******. I returned equipment to a technician they sent to my home on February 3-4,2025. Ive called and advised yet Im receiving a bill for equipment stating I havent returned it for $300.00. The technician took two white boxes and a black one that he removed so all equipment worked hence I had services up to the date before once I turned off services
Business Response
Date: 03/11/2025
Thank you for passing along the concerns expressed by ****** and we apologize for any confusion. We have spoken directly with ****** and resolved her billing issue and consider this matter now resolved. Should ****** have any additional concerns, we invite her to contact our *************************** at ************.
Initial Complaint
Date:03/03/2025
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.
On 12/20/24 I signed up with Vexus. They did not install until 1/17/25 after a few missed appointments occurred. This was a Friday so the service could not be used until 1/20/25 Today is 2/20/25 and I was hoping things would get better, they have not. Today we had everyone working in the office and the speed was very slow. I shut down some workstations and things picked up. Not happy with that. I would like to cancel the services. 30 days after the first day of use. I was told when I signed that I would have 30 days to ensure satisfaction. 1/20/25 to 2/20/25 - It was on my calendar. When I called and asked to cancel today I was told there would be an early termination fee of $3000. This is unacceptable, as I was and have been very understanding as a new client. But I am NOT SATISFIED. After various problems with installation, phone and fax, and now service continuity - (on 2/18 my company had to close down due to no internet for 2+hours due to an outage in the middle of the work day. Then today we had everyone working in the office and the speed was very slow. I had to shut down some workstations(send employees out) and things picked up). This was the last straw **************** has been nice but not following through on the requests made during the porting of phone numbers. The installation guys were nice - but they made things very unsafe at the office I had to get maintenance done to ensure workplace safety. **Cutting wires at the wall instead of further down the free cable. **splicing into cables and leaving exposed wires in the office
Customer Answer
Date: 03/03/2025
Vexus Fiber has resolved the issue. Thank you for your help.

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Vexus Fiber is NOT a BBB Accredited Business.