ComplaintsforVYVE Broadband

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constant internet outages. See revieuw: After months and months of interrupted internet which they first blamed on rain/thunderstorms. Today after they told me they would solve it as the canopy they used is severely outdated (1972) and they did not have the funds to replace. Today after once again waiting for these people to arrive, I finally got a phone call from a ****, telling me it was because of phone and electricity interference my internet was so bad and they would terminate my account. We have been a customer from when they first started, years ago, and this is how they treat us. They gave me until September whilst in the same sentence saying they would credit me for 2 months, seeing how I already had a credit for one month after filing a complaint with the BBB, I fail to see as they do not return any money and it's now June 26 how and where the September credit gets used, as I have until September the first, never been behind on payments. Also they make you stay at home waiting for tech. support to arrive, but they don't show up. Asking for a call before they arrive also never happens. And now I'm getting terminated because they fail to fix? I have been complaining about this issue for over two years, every time it rains there is no internet. So now I get duped again?

  Business response

  07/05/2024

  We appreciate you taking the time to share your feedback. We apologize for any frustrations you may be experiencing with your internet service. Your internet concerns where escalated to the Technical Operations Manager to further review.  On 7/1/2024, we relocated your service equipment and show service is working as expected. We will continue to monitor your service and react accordingly.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is another *************************** that lives about 3 hours away from me and had an account with this company. This account was opened in 2021 and is owed $294. The account was sent into collections and now this delinquent account is on my credit report. I have never had an account with this company. I have called both the collection agency and **** and told them this account is not mine multiple times with no success on getting this off my credit report. I have recently sent **** my proof of residence to prove that I have never lived at that address around the time that this account was open. I have provided the last 4 of my social to prove that this isnt my account. **** even agreed that my social or phone number is not on an account for them. Im out of options and I just want this account off my credit report. I have attached two documents that show my proof of residence around the same time this account was opened.

  Customer response

  01/26/2024

  I have repeatedly tried to reach this company after they called me and I missed their call. Now they are ignoring my attempts to contact them. *******, who called me from Vyve, did not leave a call back extension number to reach her and when I tried to call the company asking for her, **** told me they could not transfer me to her. 

  Business response

  02/02/2024

  We appreciate you bringing this to our attention. We apologize for the inconveniences this has caused. We escalated this to our internal billing team to investigate further. Upon review, we were notified the credit bureau improperly linked an account to you by first and last name, instead of the social security number and birthdate. We have been advised by the collection company the debt has been removed. 
  
  We appreciate the opportunity to works towards a resolution.
  
  Thank you,
  Vyve Broadband
  ******************
  ************** 

  Customer response

  02/02/2024

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

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Vyve has charged me $159.88 for internet service and cable TV service and have yet to get either service hooked up. I probably will be charged another $159.88 tomorrow as they charged me the 20th of December. They have multiple service trucks in our area and yet have been unable to get this done. I actually had a technician come and leave a door tag giving me 2 minutes to arrive at a location that I do not live at. I have called this company over 12 times at least and they keep rescheduling and when I have requested my credit to service I have to call another number and wait until after my service is up and running.

  Business response

  01/27/2024

  We appreciate you taking the time to share your feedback. We apologize for the inconveniences this may have caused you and are happy to provide a resolution for you. On 1/20/2024 we attempted to follow up with you by phone and escalated your concerns to the Technical Operations Manager for your area. A technician was able to visit your home 1/23/2024, and all cable service and charges were removed from your account. We sent an email to advise you of the credits applied to your account, and to confirm no further assistance may be needed.
  
  We appreciate your loyalty and the opportunity to work towards a resolution.
  
  Thank you,
  Vyve Broadband
  ******************
  ************** 

  Customer response

  01/29/2024

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

  Customer response

  01/29/2024

  The company continues to say in all of their messages to me that they have tried to contact me and never have I had a missed call or message left from them on either one of my phones. However I have got their text messages that they would be there in 9 minutes and in 2 minutes.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Looking for credits due to poor or no services for a month, called in and was told "the system only approved 55 dollars" which is 16 days, not a month. I didnt care that the issue took a month to fix because I was expecting to be compensated for the down time and now I am being told that I will only get half.Please have someone with the ability to make this right call or email me before I am forced to changes service providers due to the poor customer service and internet services.first call - 12/2/23 first ticket - 12/7/23 second ticket - 12/29/23 third ticket - 1/1/24 Final contact with feild tech - 1/8/24

  Business response

  01/23/2024

  Thank you for bringing this to our attention. We sincerely apologize for any frustrations this may have caused and are happy to address your concerns. On 1/23/2024 a Support member was able to follow up with you over the phone. We applied a billing adjustment to your account in the amount of $65.00 for your service issues. In addition to this, we also  repackaged you into new customer pricing.
  
  We appreciate the opportunity to work towards a resolution with you.
  
  Regards,
  Vyve Broadband
  ******************
  *************

  Customer response

  01/23/2024

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

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