Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vyve is charging customers $5.00 monthly FOR NOT ENROLLING IN AUTO PAY. WHEN I ASKED "*****" (MALE) AT THE FOREST CITY VYVE OFFICE - I WAS TOLD THAT IT IS "LEGAL" AND IF I DON'T LIKE IT I CAN CALL THEIR "LEGAL' DEPARTMENT OR THE ***. I HAVE MADE A COMPLAINT WITH THE *** TODAY.

  Business response

  12/11/2024

  Vyve’s Response:
  Thank you for reaching out. Your feedback is appreciated, and we are happy to address your billing concerns. On 12/10/2024 our Support Specialists spoke to you over the phone. We discussed our auto pay policy and options to have this fee removed. In addition to this, we were also able to repackaging your account to a lower monthly reoccurring cost. Please contact us if you decide to update your payment options in the future.
  
  We appreciate your loyalty!
  
  Regards,
  Vyve Broadband
  ******************
  (***) ********

  Customer response

  12/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** *****

   

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to hurricane Hellena I was without servive from 9/26/24 to 10/6/4 the company is not willing to give me credit for those 10 days I was without service.

  Business response

  11/19/2024

  Thank you for taking the time to reach out. Your feedback is appreciated and we are happy to address any specific concerns you have. On 11/13/2024 our Support Specialists spoke to you over the phone. Since the outages were due to unprecedented and uncontrollable circumstances like severe power outages and no power to our infrastructure, we are unable to credit for the first 7 days of the outage. We’re prioritizing solutions that we hope will provide you with more value as your service resumes.
  
  We appreciate your loyalty!
  
  Regards,
  Vyve Broadband
  ******************
  

  Customer response

  11/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I paid for the service and was not provided it. They are claiming it was because they had no power I know that they did not pay the power co. while the power was out but they are charging me  plus. I pay them in advance for the service that they did not provide.

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

  Business response

  11/29/2024

  We appreciate your feedback. Due to power outages to our infrastructure, we are unable to credit for the first 7 days of the outage. Since the outages were due to unprecedented and uncontrollable circumstances like severe power outages, we’re prioritizing solutions that we hope will provide you with more value as your service resumes. Our Residential Service Subscriber Agreement can be located on our website at **************************************/  or the direct website ************************************************************************
  
  Thank you for allowing us the opportunity to review your concerns.
  
  Regards,
  Vyve Broadband
  ******************
  ***** ******** 

  Customer response

  12/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I paid for a service and did not receive that service for 10 days . I feel they owe me for those days!!

  Regards,

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes I have been with Vyve internet for a good while. My internet has been out for a month. Along with numerous other people. They are still making us pay our bill even tho they are providing no service at all

  Business response

  10/31/2024

  Vyve’s Response:
  Thank you for bringing your concerns to our attention.
  On 10/31 a Support member spoke with your regarding your billing concerns.
  
  We understand how difficult it is to be without service, and we sincerely empathize with the challenges this storm has brought to you, your family, and our community.
  
  Currently, restoration is almost completed to a majority of impacted customers by this natural disaster. We are in the process of updating our communications to reflect options for billing adjustments for those impacted customers. Further information will be provided to you by email/text for your credit request
  
  We appreciate your patience and thank you for allowing us to work towards a resolution.
  Regards,
  Vyve Broadband
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During hurricane Hellen we had no service for an entire week. This was not adjusted and we payed the same amount (automatic draft) None of the several numbers on the statement lead anywhere they all circle to pay a bill if not they get disconnected. We demand our money back on services that were billed however not provided.

  Business response

  10/31/2024

  Vyve’s Response:
  Thank you for bringing your concerns to our attention.
  We understand how difficult it is to be without service, and we sincerely empathize with the challenges this storm has brought to you, your family, and our community.
  
  We attempted to contact you by phone and email.
  Currently, restoration is almost completed to a majority of impacted customers by this natural disaster.   We are in the process of updating and adding communication on adjustments.  Further information will be provided to you by email/text for your credit request
  
  Thank you for being a valued Vyve customer.
  
  Regards,
  Vyve Broadband        
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’m in an area affected by hurricane ******, and I work from home. Vyve broadband’s wifi has been down for almost 2 weeks after we had power restored and they’re not communicating restoration times. They refuse to give details about how long the repairs will take, all while they’re still able to withdrawal payments for services they’re not delivering. All I want as a customer is clarity and communication. I just need to know how long to expect issues, which they refuse to tell us. I work from home and my livelihood depends on WiFi which they’re unable to provide (understandable with the storm) but unwilling to communicate how long it will take is beyond infuriating. All I want from them is to tell me how long the WiFi will be down and when I can expect it to be restored.

  Business response

  10/31/2024

  Thank you for taking the time to reach out. We appreciate your continued patience and sincerely empathize with the challenges this storm has brought to you. On 10/25/2024 our Support Specialists attempt to reach you by phone, an email was sent. Services have been restored, but may be intermittent while we complete storm restoration. We appreciate your feedback and will continue to work to improve communications going forward.
  
  Thank you for the opportunity to work towards a resolution.
  
  Regards,
  Vyve Broadband
  ******************
  ***** ******** 

  Customer response

  11/04/2024

  Thanks for reaching out. The Wifi was eventually turned back on, and they did email me regarding the complaint. There is no resolution or improvement in their communication, but I don't think there is much else we can do. 

   

  Thanks for your time and attention to this matter. 

  ***

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Vyve Broadband over the phone and told the representative that I would have my own cable modem. He acknowledged this and did not ask me any further questions about what kind of device I would need. The service I ordered is $20/mo. This is all I could afford and I let the representative know that I wanted that tier. I told him at this time what the make and model of my cable modem was. A Vyve contractor came out to install the service the following week and I showed him the modem I had. He did not bring a modem with him or leave me one. I had to call Vyve while he was there to provide them the CMAC (hw address) of the cable modem while the contractor was here in order to activate my own modem. This took 3 separate calls to accomplish and was tedious. Since then, I have not had any problems with my equipment except for the outages on their network which were reported during inclimate weather and an event where their line appeared to be physically severed from atop the pole miles from my residence. The problem came this month when I got the bill for service. There were 2 separate charges for "cable modem rental" amounting to 29.50. CABLE MODEM RENTAL 1 07/29..08/27 14.51 CABLE MODEM RENTAL 08/28..09/27 14.99 Total Vyve Equipment Rental $29.50 After providing Vyve with the manufacturer and model of my cable modem, the hardware identifier, activating my own modem, and using it for 2 months, only then did 2 charges for renting some equipment of theirs that does not exist appear on my bill. Had I not opened the PDF of the bill to view the charges I would have never known nor suspected this problem. The funds would be automatically removed from my credit card would only find out later about it.

  Business response

  09/16/2024

  Thank you for bringing this to our attention. We apologize for any frustrations this may have caused you. On 9/12, 9/13 & 9/16 a Support specialist attempted to reach you by phone and an email was sent. On 8/30/2024 an adjustment was applied to your account and your monthly rate was lowered. If needing additional assistance, please call ***** ******** or email *****************m.
  
  Thank you for being a loyal Vyve customer!
  
  Regards,
  Vyve Broadband
  *****************m
  ***** ********  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally called Vyve because my bill was not reflecting the "saver" discount that I was offered in-store in Forest City, NC. I was told my bill would drop from the ~$78 I was paying down to ~$64. This saver was not reflected on my autopaid bill. I called two different representatives, both of which hung up on me before I could get any answers. Finally, I called again and was told that it takes a full business cycle for any changes to take effect and that it would reflect on my next bill. I was also told that there was a $40 credit on my account, and when I asked where it came from, the representative couldn't tell me but assured me that my next bill would automatically include the saver discount and the credit, making my bill $25. I confirmed with the rep several times that my next bill would be $25. I requested a supervisor to call me to to discuss the poor treatment and was told they would call me back in 24-48 business hours. No one ever called. The next bill comes and it's $50 something. I call again and am hung up on again. Then, I'm told that the credit the representative was referring to was a "system issue" and not actually a credit. Then the representative stated that he couldn't talk to me anymore because his supervisor was saying they needed to pull my previous call records to confirm what I said and then he wouldn't help me further. I requested a supervisor AGAIN to discuss all this and was told that it could take up to 72 business hours and no one has called me still and I'm assuming no calls were pulled. This is an exhaustive and terrible way to treat a loyal customer who has been a patron for many years. I have spent countless hours on the phone on hold and with representatives who have either hung up when they couldn't answer my questions or deliberately lied to me about my bill. It's literally impossible for anyone resolution of issues with Vyve, it's an intentional loop around to avoid any accountability.

  Business response

  09/09/2024

  Thank you for reaching out. We apologize for any inconveniences these issues have caused and are happy to work towards a resolution for you. On 8/29 and 9/9 a Support member attempted to reach you by phone and an email was sent to update you on our resolution. On 8/1 a payment was processed and you spoke to a Vyve Representative who assisted you in upgrading your internet services and lowering your monthly bill. Due to the upgrade being processed after your payment, a prorate credit was applied to  your account and your monthly total lowered.
  
  Thank you for allowing us to work towards a resolution.
  
  Regards,
  Vyve Broadband 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Aug of 2023 I signed up for Vyve Broadband Internet. That day 8/15, I paid $45.72 for the first month of internet service. They make you sign up for automatic billing. Subsequently they charged me: 10/3/2023 $46.80 10/31/2023 $46.81 12/1/2023 $57.06 01/03/2024 $57.06 So I called them to complain because my bill was all over the place and seemed to be increasing for no reason. As a PhD student, it made it difficult to budget when they were taking different amounts out of my account each month. It certainly wasn't getting faster or more reliable. So then I was billed: 1/31/2024 $34.74 03/02/2024 $41.69 04/02/2024 $41.69 05/01/2024 $41.69 05/31/2024 $41.69 07/02/2024 $46.47 on 7/29/2024 I called to cancel service and was told since I was billed ahead that I wouldn't owe anything else. Yesterday on 8/20/2024 I received a bill for $50.67. I called today and they said they didn't turn off the service until 8/15 because that was the end of the cycle and that I need to pay for it. I told them that the last person I spoke to when I cancelled it said I wouldn't be billed anymore. ******** said I was billing billed for the last month which doesn't make any sense because in the beginning I paid for the first month already so I was being billed ahead. They refused to fix the issue and as you can see they are billing me more again for no reason.

  Business response

  08/29/2024

  Vyve’s Response:
  We appreciate you taking the time to share your feedback. A Support member attempted to follow up with you regarding your billing concerns by email and phone. Our records indicate your account was inactivated on 8/16/24. Due to block billing your final bill in the amount of $50.67 was due on 8/5 for services from 7/16-8/15. Once payment has been received your account will be in good standing.
  
  We apologize for any frustration this has caused. 
  
  Regards,
  Vyve Broadband

  Customer response

  08/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm being charged for service I did not received during a month long outage. Supervisors have not returned a calls nor honored a credit to my account. They are charging me for service I did not receive. The technical problem can be traced back to the first service technician not inspecting the equipment at the residence as he indicated.

  Business response

  08/30/2024

  We apologize for the frustration this has caused and thank you for your feedback. On 8/29 & 8/30 a support member attempted to contact you by phone and email to discuss your billing concerns. On 8/14 an adjustment was applied to your bill in the amount of $104.95 for the service interruption you had experienced.  If you have any further questions, please reach out to us at ***** ******** or email us at ******************
  
  Thank you for being a loyal Vyve Broadband customer.
  
  Regards, 
  Vyve Broadband 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been out of Internet service all day today & in recent weeks Internet service has been down at some point daily. In addition I live on a paved public road & the company has run exposed cable wire across this road in two places. We have told them this repeatedly to no avail. What kind of public company treats their customers like this? As I sit watching nothing on tv & unable to use my Internet I paid for. My neighbors that use them are in the same situation.

  Business response

  07/09/2024

  Vyve’s Response:
  We appreciate you taking the time to share your feedback. On 7/8/24 a Support member spoke with you to address your service concerns. We have escalated your concerns to our Technical Operations Manager for further review. At this time, your account is scheduled to disconnect on 7/24/24. An adjustment of $20.99 has been applied to your account for your experience.
  
  We apologize for the inconvenience these issues have caused and appreciate the opportunity to resolve your concerns.
  Regards,
  

*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. ↩