What can I say? Who's running this operation anyway? In an effort to save money in a garbage economy, we decided to purchase our own modem and save the $14/mo + tax at Vyve. It took SIX phone calls to get our new modem installed. First our account had my husband's phone number and last four of SS #, but I was the account holder. It took three of the six to get that straightened out. They will NOT allow his to make changes to equipment EVEN IF I ASK THEM TO PUT THE 'OK' IN MY ACCOUNT. I dropped the "paper billing" because we were getting charged $5/mo for it , but the next bill I got had a $2 charge PLUS TAX! To get an account. There have been so many issues, I cannot list them all here. Suffice it to say AT&T is out and as soon as T-Mobile comes out our way, Vyve will be history.
I turned my equipment in on 12/2/2022 due to such bad service with Netfilix and Amazon buffering way too much!. My billing cycle runs from 11/22/2022 - 12/2/2022. They are trying to charge me for a FULL MONTH OF SERVICE even though I turned in my equipment on 12/2/2022. They are claiming they can do this because of "block billing". That's BS. How can you charge for services NOT rendered? I switched to Dish and AT&T and haven't had a single problem with buffering! I do NOT recommend Vyve (Northland Cable/Internet) if you live in the Seneca, SC area. Go with Dish and AT&T.
All I asked them to do was to give me a prorated bill and they have refused.
Terrible service, customer service is terrible, impossible to call in an outage, and you can never ever get a human being on the phone. they suck ! If you’re even thinking about getting vyve services I recommend you run for your life
Vyve has been the absolute worst internet provider experience I have ever had. You charged $59.99 for service I never received. My account was deactivated and no one could tell me why I wasn't serviceable. I was told by customer service that I might or might not receive a refund and that if I did, it would be within two weeks. So I waited THREE weeks and called again without any helpful answers, so I did what any reasonable person would do, I disputed the transaction on my credit card and received the money a week later. I was ok with that, so I let it be. Three days later I get a refund from Vyve (I missed it on my credit card), FOUR weeks after you deactivated my account without my knowledge. FIVE months later I get a call from a collections agency telling me I owe $92 and that if I don’t pay it my credit will be effected. So, I called Vyve to discuss the issue and they told me it didn’t make sense why I was being charged but she would contact her leadership team and resolve the issue. I received a call later that day saying that I would need to pay the $92 because I disputed the charge after Vyve refunded the money (not true, Vyve did refund the money but only after I received the adjustment from my bank FIVE weeks after Vyve deactivated my account) so I asked to speak with a supervisor and was told I would get a call back. Next day I get a call back from the same lady repeating everything that we had talked about the previous day. So again I requested to speak to a supervisor. I didn’t receive a call back for TWO weeks and then I sent an email to the lady I had spoken to. The next day she called me and repeated the same bull that I had already heard over and over. I acknowledged that I owed the $59.99 because Vyve refunded the money after my bank disputed it, and I repaid that charge over the phone. I was told the $32 would be removed and the collections agency would be notified. STILL I have not once spoken to anyone helpful and this has been a huge headache for me. I will do my best to deter people from using Vyve. I will write this review in as many places as I can to hopefully save someone else this enormous mess caused by a poorly organized company. Vyve is terrible. Not to mention, I had to work from home without internet for a MONTH because your sorry organization was contacting the "new construction team" which I never heard from.
VYVE broadband is absolutely and 100% the worst company that I have ever had to deal with in my life (DirectTV close 2nd).
Their primary company goal isn’t to deliver a quality product but it’s eventual goal is collect loads of personal data from individuals who have to use VYVE— bc they have no other choice for high speed internet in rural Ok/Tx/Ks. IN FACT a company called Mimecast owns VYVE. Mimecast is a UK-headquartered company (meaning British owned, British cash, AN ALMOST ALL British interest). They’ve opened up shop in Nj where the US gov.turns a blind eye to this criminal outfit. I’ve had to deal w/them straight-up over-
charging (GROSS OVERCHARGING) and then lying about it… w/the bill in front of you, while talking to a CS rep. They do this by making it seem as tho customer has used MORE data in their particular plan than they actually have (but the customer has not) and as a consequence, customer gets penalized and charged for “overages”(amounts are EXTREMELY HIGH and they happen WAY to often for this to be a coincidence). Any resolving of an issue w/Customer service isn’t gonna happen bc they’re have so few and it you do speak with one they have virtually no technical experience, beyond taking a payment.This British company isn’t looking to be the next AT&T. They’re a cloud service, repository/storage, FILER OF MASS info for Microsoft. Once again they’re based out of England and profiting directly from the US (via Nj). Don’t use them unless you absolutely must and if you used them and had difficulties w/them contact your State Attorney General (in Okla, Texas, Kansas, or New Jersey).
Have two of the small Xtream boxes. They do not stay on for more than 1 hour. You get a message to push live tv or enter if you wait then the TV has a message and there is no picture until you press the live tv or enter button. Either firmware or software issue. We have had Vyve for several years and technicians have changed out boxes several times (each box has the same issue).
No cable TV for a week here on winding creek rd in Norris sc. the snow storm took out our power. Power was back on the next morning but no cable. There’s no trees down. No lines down. No damage to be seen. We called and the dumb a$$ on the other line said they’d send someone out next Wednesday to our house. It’s not our house that’s the problem. It’s your lines somewhere that’s the problem. I will 100% be switching cable companies very soon. VYVE is awful.
Called 4 different times was told first time needed social security qnd would be needing to see if they service where I live ad if they could honor the 30 a month then he hung p. 2nd lady wasn't a sales customer servicer and said I'd be serviced Friday the 7th from 8am to 12pm not one person called or showed up. Called again and was told they can't belive that happened and sounded very concerned qnd gave him my banking info hand he said he'd get it all going and will talk to supervisor on ny complaint and call me back, guess what? No call back, 4th time I called the man sounded like he knew what he was doing and said he's been working for 4 yrs at this place and promised no issues would happen qnd supposedly finished my profile and regale bank info and said someone will be at home on the 10th from 1 to 3 when I had specifically told them I don't get off till 5pm so will see how this goes and bow they have my social, drivers license number qnd bow bank Info. I record all calls and have an attorney at hand if it goes bad and my info is used for nefarious purposes. I finally started to read reviews for vyve and am shocked how similar my issues were and now bot wanting to get service through this company but afraid they may charge without my consent if I don't want it and think we all who are going through this may need to do a civil lawsuit if im done dirty just like the last internet service provider tried to do to me when I canceled the first day they tried to charge me 400 without even signing a contract and won that suit. I record and keep records of all I talk to for that reason to not be cheated in any way for anyone or company to steal from me it will not be best interest for them in the end thats a promise. Just want to make things right qnd have someone email me, call me like I was told and see how this service is even worth keeping or trying out period. Vyve do what's right and honor what is told to customers the first time other then speaking to multiple other customer service qnd they say something totally different from what was offered.
Stay away from this company! The service is terrible and customer service will not compensate you for time lost by down services if you worm from home. I have had issues for over two years and had no other options to switch service provider. I’ve finally made the switch to mountain west and I’m so happy with it. Vyve is terrible!
Ongoing issues for almost a year. Look at their reviews online, I wish I would of.Always told service and speeds are awesome! Yet cant use Wi-Fi anywhere most of the time except on TV and all it has is “Metflix “ and “Bulu” .. I buy routers and boosters because they say it’s my equipment. Still have issues, they come by and say oh its a splitter replace it and leave. 20-30 calls over a year, they lie about when they will come by. They lie about a manager calling back. Tyler from Abilene... who wouldn’t give his last name or number swore to the secretary he’d call within an hour. 30 some hours later and he’s violated company policy about returning calls in 24 hours.The last two girls found droppage issues.. their system couldn’t even recognize their own HiTron box. They bought out our local company and now the customer service is horrible. One gal even told me they have these issues constantly and it’s always prolonged issues. I could go on and on and disgust you with the lies they told. I have every txt they sent, and every call is recorded. I have names and numbers of people, “Notreeka” being one person, admitting these issues and can prove all this. For them to say anything else or dispute this would be straight out lies and slander and I dare them to dispute any of it! Matter of fact I dare them to have some integrity, pull their pants up like big boys and apologize and actually fix the issue. If you don’t care about your customer service then you don’t care about your products or have faith in the company you work for or the people you work with!
I called to cancel my service on August 10, was told it would be cancelled, then I received a bill for August 02- September 02 as well as another for September 02-October 02.
I spent a good deal of time (20 minutes) waiting on hold, got a rep who couldn't help me, transferred me to a "manager" (Andy, out of Shawnee, ID#1R0) who did nothing but repeat to me that this is "block billing." I asked to see a contract I signed or agreed to that said I was willing to pay for service I did not receive, service that I canceled as of August 10, 2020. He only argued in circles telling me this is block billing and this is correct yet would not provide to me anything that showed I agreed to continue paying once I canceled service. I also asked for the recording of the call on August 10 when I canceled service and he said he doesn't even know if it was recorded. I asked if our current call was being recorded (he stated he was working from home,) and he responded yes, it was being recorded.
I asked to be transferred to his supervisor (Annie Duncan, he would give her last name but not his own,) and he said he could not do that.
He offered to have someone call me back in 72 hours, but I'd already spent so much time waiting and listening to him argue with me that I just wanted it taken care of today.
There is even a late fee on the August 02 bill. Here I was waiting for the pro-rated final bill amount to come in the mail and I instead get a letter threatening my credit for non-payment.
Currently, I'm on hold (the call is now over an hour,) and no one is capable of deducting the charge from August 11 forward.
Vyve’s Response to Rejection: We appreciate the additional feedback in regards to your concernsWe did do a full review of the contact that occurred on August 8th, with our agent in regards to your accountAt this time it was requested by you that we disconnect the services on the 22nd of August and as stated in your original complaint the agent agreedThis was inputted into the system incorrectly and was dated for September 1stWhen you reached out to us on August 22nd in regards to the disconnection our team was able to correct the error and have a technician complete the order that dayOne of our technicians did go out and disconnect this service from the pole on August the 22ndThe work order did not include instructions to collect equipment from residence, usually customers in this area would return the equipment to the local office or we also have the option to have pre-paid labels sent out for the return of the equipmentWe can assure you all our representatives are educated on proper process to ensure these situations do not occur in the futureWe apologize this occurred on your accountRefunds are generally processed after an account has been in an inactive status for days to allow time for equipment return as well as reconnection of service should the customer choose to do soWe are constantly working to improve customer experience and your feedback is vital to this processThank you for allowing us the opportunity to assist you with your concernsRegards, Vyve Broadband
On August 5th the technical supervisor tracked and found a plant issue leading to this customer's homeThe technical supervisor for the area repaired the issue and went to customer's home to verify that service was working with the customerWe ask that this ticket be closed as solved
Vyve Response: 9/21/We apologize for the series of events that occurred in getting your service disconnectedWe have reviewed the account and are able to confirm that billing was stopped as of as requestedAt this time you have not been billed for any additional services past that dateWe have also verified that all equipment has been removed from the account and there are no additional charges for unreturned equipmentOn 9/21/we attempted to reach out to you in regards, to the accountWe were able to briefly; speak with you and provided a direct contact number for one of our Support Team SpecialistsPlease reach out whenever you are available.Thank you for your feedback and if you ever move back to a Vyve service area we hope that you will consider us as your providerRegards, Vyve Broadband
On September 29th the customer called in and spoke to an agent regarding the upgrade and the new equipment, the customer stated she would call back to orderOn October 26th the customer called in and spoke to another agent reporting the service outThe agent advised that the upgrade has taken place and that she would require boxes to continue the signalThe customer declined and setup a disconnect order for the next dayWe stopped the billing as of the 26th when the customer called and stated she would like to disconnectThe Billing period for this account is from the 8th of every month to the 7th of the nextWhen the customer paid $on October 24th, the payment was for services from October 8th- November 7thWith the disconnect and the billing stopped on the 26th we are able to refund the amount that would have been charged for service from October 27th-November 7th which would be $ The refunded amount of $will be issued in a check form and typically goes through a processing of about days from disconnect date to arrive at the customer's homeThis allows for days of the account to remain inactive and all charges and credits to post and then another days to process through our corporate officeThis account is closed and the refund will be processed on time, made out to the account holder in name, and shipped to the address that we have on filePlease consider this complaint resolved
Account payable sent out another check last week for the customer in the amount of $Mr [redacted] had a prorated charge for his service that he had with Vyve Broadband Customer's bill cycle is from the 25th of each month until the 24th of each monthCustomer was disconnected on 2-4- and billing back dated to 2-2-Customer paid on 1-26-for services for 2-25-to 2-24-Customer was charged only for services rendered from 1-to 2-2-We sent out another check to the customer on 5-23-in the refund amount of $Vyve Broadband apologizes for the delay on his refund If Mr [redacted] doesn't receive his refund by this week would like to hear from him
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Customer talked to ***- [redacted] our technical supervisor, who removed him from collections and his modem has been removed off account and credit back the charges Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the company acknowledges that I am no longer responsible for the modemThe entire process and way in which this problem was handled was unacceptableI have requested that the company reimburse me for the $I spent on certified expedited mail to the collection agency to ensure that it did not affect my credit reportFurthermore, the recourse of the company going directly to a collection agency without attempting to fix the issue by calling the consumer seems to be a reoccuring theme through many of the Revdex.com complaints that I have read through I still believe that the company has questionable business ethicsThey have poor customer service, and fail miserably at providing either a high quality product, or a satisfactory way in which to resolve disputes Unfortunately they maintain a monopoly in many rural areas of Oklahoma where the consumer has no other choice but to go through Vyve to recieve any type of High Speed Internet accessUntil they are not the only service provider, they can continue to provide horrible service, send their customers to collection agencies, and conduct their business in whatever way they choose because it will never effect their bottom line
Im in the process of researching Mr [redacted] complaintI have left a voicemail for him to reach me on my desk phoneIve also reached out to the technical supervisor for his area to find out the status of the Maintenance ticket pending on his accountIll be able to give full resolve once I speak with Mr [redacted] I will do my best to resolve all of his concerns Once his internet is working, ill be happy to credit his acct for the time he was without service and follow up him to ensure he is satisfied with Vyve Broadband
On April 10th, the customer called in needing to make a minimal payment and possible change to a lower packageOur Agent assisted him with his questions and when he was ready to make his payment she informed him of the live agent feeHe asked for the fee to be waived since he had to call in to conduct business with usOur agent was very polite and explained to him that if he wishes not to pay that fee that our automated system could take his payment free of chargeHe thanked her and released the callThere were more phone conversations between the customer and our agents over the feeOur agents did give him the other options for paying his account without the feeI reached out to the customer on April the 11thI assured him our automated system is up and working and that his information needed to make that auto pay was updated and correctI let him know that our automated system does not take minimal paymentsIt will only take balance in fullI did credit back one of his fees as he has called us every month prior to April to make his payment was informed of the fee and had paid the fee with no problemThe customer is fully aware of our processes and additional ways to make his payment without having to pay the live agent feeHe thanked me for reaching out to him and is happy with the results
All I asked them to do was to give me a prorated bill and they have refused.
Their primary company goal isn’t to deliver a quality product but it’s eventual goal is collect loads of personal data from individuals who have to use VYVE— bc they have no other choice for high speed internet in rural Ok/Tx/Ks. IN FACT a company called Mimecast owns VYVE. Mimecast is a UK-headquartered company (meaning British owned, British cash, AN ALMOST ALL British interest). They’ve opened up shop in Nj where the US gov.turns a blind eye to this criminal outfit. I’ve had to deal w/them straight-up over-
charging (GROSS OVERCHARGING) and then lying about it… w/the bill in front of you, while talking to a CS rep. They do this by making it seem as tho customer has used MORE data in their particular plan than they actually have (but the customer has not) and as a consequence, customer gets penalized and charged for “overages”(amounts are EXTREMELY HIGH and they happen WAY to often for this to be a coincidence). Any resolving of an issue w/Customer service isn’t gonna happen bc they’re have so few and it you do speak with one they have virtually no technical experience, beyond taking a payment.This British company isn’t looking to be the next AT&T. They’re a cloud service, repository/storage, FILER OF MASS info for Microsoft. Once again they’re based out of England and profiting directly from the US (via Nj). Don’t use them unless you absolutely must and if you used them and had difficulties w/them contact your State Attorney General (in Okla, Texas, Kansas, or New Jersey).
I spent a good deal of time (20 minutes) waiting on hold, got a rep who couldn't help me, transferred me to a "manager" (Andy, out of Shawnee, ID#1R0) who did nothing but repeat to me that this is "block billing." I asked to see a contract I signed or agreed to that said I was willing to pay for service I did not receive, service that I canceled as of August 10, 2020. He only argued in circles telling me this is block billing and this is correct yet would not provide to me anything that showed I agreed to continue paying once I canceled service. I also asked for the recording of the call on August 10 when I canceled service and he said he doesn't even know if it was recorded. I asked if our current call was being recorded (he stated he was working from home,) and he responded yes, it was being recorded.
I asked to be transferred to his supervisor (Annie Duncan, he would give her last name but not his own,) and he said he could not do that.
He offered to have someone call me back in 72 hours, but I'd already spent so much time waiting and listening to him argue with me that I just wanted it taken care of today.
There is even a late fee on the August 02 bill. Here I was waiting for the pro-rated final bill amount to come in the mail and I instead get a letter threatening my credit for non-payment.
Currently, I'm on hold (the call is now over an hour,) and no one is capable of deducting the charge from August 11 forward.
Vyve’s Response to Rejection: We appreciate the additional feedback in regards to your concernsWe did do a full review of the contact that occurred on August 8th, with our agent in regards to your accountAt this time it was requested by you that we disconnect the services on the 22nd of August and as stated in your original complaint the agent agreedThis was inputted into the system incorrectly and was dated for September 1stWhen you reached out to us on August 22nd in regards to the disconnection our team was able to correct the error and have a technician complete the order that dayOne of our technicians did go out and disconnect this service from the pole on August the 22ndThe work order did not include instructions to collect equipment from residence, usually customers in this area would return the equipment to the local office or we also have the option to have pre-paid labels sent out for the return of the equipmentWe can assure you all our representatives are educated on proper process to ensure these situations do not occur in the futureWe apologize this occurred on your accountRefunds are generally processed after an account has been in an inactive status for days to allow time for equipment return as well as reconnection of service should the customer choose to do soWe are constantly working to improve customer experience and your feedback is vital to this processThank you for allowing us the opportunity to assist you with your concernsRegards, Vyve Broadband
This is an untrue statement from the “rep” here.
On August 5th the technical supervisor tracked and found a plant issue leading to this customer's homeThe technical supervisor for the area repaired the issue and went to customer's home to verify that service was working with the customerWe ask that this ticket be closed as solved
Vyve Response: 9/21/We apologize for the series of events that occurred in getting your service disconnectedWe have reviewed the account and are able to confirm that billing was stopped as of as requestedAt this time you have not been billed for any additional services past that dateWe have also verified that all equipment has been removed from the account and there are no additional charges for unreturned equipmentOn 9/21/we attempted to reach out to you in regards, to the accountWe were able to briefly; speak with you and provided a direct contact number for one of our Support Team SpecialistsPlease reach out whenever you are available.Thank you for your feedback and if you ever move back to a Vyve service area we hope that you will consider us as your providerRegards, Vyve Broadband
On September 29th the customer called in and spoke to an agent regarding the upgrade and the new equipment, the customer stated she would call back to orderOn October 26th the customer called in and spoke to another agent reporting the service outThe agent advised that the upgrade has taken place and that she would require boxes to continue the signalThe customer declined and setup a disconnect order for the next dayWe stopped the billing as of the 26th when the customer called and stated she would like to disconnectThe Billing period for this account is from the 8th of every month to the 7th of the nextWhen the customer paid $on October 24th, the payment was for services from October 8th- November 7thWith the disconnect and the billing stopped on the 26th we are able to refund the amount that would have been charged for service from October 27th-November 7th which would be $ The refunded amount of $will be issued in a check form and typically goes through a processing of about days from disconnect date to arrive at the customer's homeThis allows for days of the account to remain inactive and all charges and credits to post and then another days to process through our corporate officeThis account is closed and the refund will be processed on time, made out to the account holder in name, and shipped to the address that we have on filePlease consider this complaint resolved
Account payable sent out another check last week for the customer in the amount of $Mr [redacted] had a prorated charge for his service that he had with Vyve Broadband Customer's bill cycle is from the 25th of each month until the 24th of each monthCustomer was disconnected on 2-4- and billing back dated to 2-2-Customer paid on 1-26-for services for 2-25-to 2-24-Customer was charged only for services rendered from 1-to 2-2-We sent out another check to the customer on 5-23-in the refund amount of $Vyve Broadband apologizes for the delay on his refund If Mr [redacted] doesn't receive his refund by this week would like to hear from him
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Customer talked to ***- [redacted] our technical supervisor, who removed him from collections and his modem has been removed off account and credit back the charges Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the company acknowledges that I am no longer responsible for the modemThe entire process and way in which this problem was handled was unacceptableI have requested that the company reimburse me for the $I spent on certified expedited mail to the collection agency to ensure that it did not affect my credit reportFurthermore, the recourse of the company going directly to a collection agency without attempting to fix the issue by calling the consumer seems to be a reoccuring theme through many of the Revdex.com complaints that I have read through I still believe that the company has questionable business ethicsThey have poor customer service, and fail miserably at providing either a high quality product, or a satisfactory way in which to resolve disputes Unfortunately they maintain a monopoly in many rural areas of Oklahoma where the consumer has no other choice but to go through Vyve to recieve any type of High Speed Internet accessUntil they are not the only service provider, they can continue to provide horrible service, send their customers to collection agencies, and conduct their business in whatever way they choose because it will never effect their bottom line
Im in the process of researching Mr [redacted] complaintI have left a voicemail for him to reach me on my desk phoneIve also reached out to the technical supervisor for his area to find out the status of the Maintenance ticket pending on his accountIll be able to give full resolve once I speak with Mr [redacted] I will do my best to resolve all of his concerns Once his internet is working, ill be happy to credit his acct for the time he was without service and follow up him to ensure he is satisfied with Vyve Broadband
On April 10th, the customer called in needing to make a minimal payment and possible change to a lower packageOur Agent assisted him with his questions and when he was ready to make his payment she informed him of the live agent feeHe asked for the fee to be waived since he had to call in to conduct business with usOur agent was very polite and explained to him that if he wishes not to pay that fee that our automated system could take his payment free of chargeHe thanked her and released the callThere were more phone conversations between the customer and our agents over the feeOur agents did give him the other options for paying his account without the feeI reached out to the customer on April the 11thI assured him our automated system is up and working and that his information needed to make that auto pay was updated and correctI let him know that our automated system does not take minimal paymentsIt will only take balance in fullI did credit back one of his fees as he has called us every month prior to April to make his payment was informed of the fee and had paid the fee with no problemThe customer is fully aware of our processes and additional ways to make his payment without having to pay the live agent feeHe thanked me for reaching out to him and is happy with the results