ID [redacted] Vyve Broadband is aware and is looking at the issue In Mr [redacted] ’s area At this time Mr [redacted] has been on a Loyalty discount starting on 7/1/because of the saturation issue during peak hoursWe have added another $off for the next month We apologies for any problems this has caused the customerOnce we have corrected the issue we will let Mr [redacted] know Thank you
We thank you for reaching out to us with your concernsWeapologize you havenot been able to receive the internet speedsthat youwere subscribed toWeare actively investigating a solution for the issues in your area but at this time there is not a permanent solutionWe have reviewed your account and adjusted for services being interrupted.On 9/1/- We have attempted to make contact with you to discuss the account as well as assist in getting your services reconnected if you choose to do so Please reach out to us at your earliest convenience at ###-###-#### so that we can get your account resolved Thank you for reaching out with the much appreciated feedback and concerns
Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Vyve Broadband is issuing a refund for the customer install fee in the amount of $When accounts close the system doesn't automatically adjust one time fees, which the install wasOur apology for the delay in this refundI have asked for the refund to be expedited Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for addressing the issueI appreciate your timely handling of the matter
Thank you very much for your help in this matterAs of today the matter is resolvedThe company called me and we agreed that they were at fault at least partiallyThey awarded me with continued serviceThanks so much for your help
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Our regional manager contacted our customer on their concerns, we have setup one more service call to see if their extenders are working correctlyCustomer was explained to, that depending on the home structure that might not cover the entire homeWe understand that they are unhappy with their service and we apologize for any issues that this might have causedI will be happy to adjust their billing for them, once the credit is applied the customer will need to make a payment so their service will not be interrupted againI will follow up after the customer service call on SaturdayIf the structure is causing the issue there isn't anything that we can do on our endI hope the technician can get her extenders working for them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I now have working WiFi thruout my home as of Saturday the 11th of July when the tech came back out, but the compensation they are giving me for my billing and time off is dollarsI find this completely unfair as I took numerous days off work to sit and wait for someone to come out to fix the problemMy time and problems with there company is worth more then dollarsThat is a slap in the faceNow that we finally got service running in our home the shut off our service due to the dollars past due bill I refused to pay due to the crappy service Final Business Response / [redacted] (4000, 9, 2015/08/04) */ Customer was reconnected and another credit of on 7/24/was given to customerWe have worked with with this customer in good faith
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will be contacting Vyve regarding the disconnect Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The automatic draft could have been taken off my account after a month periodI also made a phone call about taking the summarized draft off my account in AprilThis could have been avoided had another representative I spoke with provided me with this informationEven with the install of my equipment I was sold a second room to be connected and I would pay a little bit moreWhen the installation tech came I was advised that since I did not have a second television I would not be able to get the second room connectedI was charged for the connection that never happenedAlthough I have been credited back for the months that I was charged for the additional roomThis information should have been givenThis company has been nothing but a hassle since day oneIt does not seem like any of the representatives that I have spoken with can provide all information need or the correct information Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We apologize for the series of events that occurred when you began receiving services from Vyve BroadbandWe have reviewed the account and were able to see where you reported service issues in regards to the speeds you were receiving versus the speeds you were paying for in We discussed these issues in our recent conversation and we have ensured credit was applied for thetime this issue was occuring.Thank you for your feedback inregards to ourtechnician that came to your residence toinstall services .We are confident in the futureyou will not experience any contact with VyveBroadband that isless than stellar.On 8/we sent on e ofour highly trainedtechnicians to your residence to investigate complaints of current speed issuesDuring this visitit was discovered the slow speedsyou were receiving werebeing caused by the currentmodem/router combo in use at your home.This is not Vyve leased equipment and is a customer owneddevice that Vyvecan not guaruantee signal onOur technician was able to testspeeds at your home and it was confirmed during this testing that he was able to get speeds of more than lOSmbpsThere were no issues found at the residence and with proper equipment you will receive the speed thatyou are current ly paying for.We want to thank you for allowing us the opportunity to address all of the concerns that you were having and we are hopef ul that we have been able to resolve each issue to your satisfactionIf you have any concerns or questions please reach out to us on the telephone number we provided during recent contactsAs always, Thank you for your feedback and your continued service with Vyve Broadband
Complaint: [redacted] I am rejecting this response because: Vyve did contact us, and we settled on half the amount we were owed,just so we could wash our hands of this company Vyve said it would take 4-weeks to see a check from them In our previous dealings with Vyve we have found them to be chronic liars and don't ever follow through with any thing they say So at this time I can't say this issue is settled, until I receive the check from Vyve Then and only then will I consider this issue settled Sincerely, [redacted] Or [redacted]
We spoke directly with [redacted] We apologized and discussed his refund check and the time it has taken for him to receive itWe assured him his address has been updated in our systemsIt was explained we do not have a tracking number and how our refund process works once submitted [redacted] understands and made several good suggestions on how to improve our refund processWe provided [redacted] our contact information for any further assistance
Revdex.com:Did finally receive payment (refund)Found it interesting the THE FedEx I received had the check and envelope which was originally was mailed in my name: [redacted] ***Note Correct name and address is: [redacted] [redacted] ***Why the wrong address on the refund? Thanks for your help [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 21, 2015/09/28) */ Customer issues have been taken care of and a refund was issued in JuneIf customer did not recieve her refund please call us at 1/855/367/ Final Consumer Response / [redacted] (3000, 8, 2015/06/12) */ I called them several times after filing the report and finally got ahold of someone to come to pickup the equipment and was picked up May 27thIt is like a shell company once you sign up there is no support or anyone that can help you There has been no call notifying us of the correction on the notice with the collection agency, everything from just getting them to correct the name on the account to fixing the caller ID has been one of many things we could never get fixed during the entire months We are still waiting for the credit! Would not recomend this company to anyone
Vyve’s Response: We apologize for the complications experienced with getting the line buriedWe are pleased to report that this was taken care of as of Our field Operations Manager and a member of our Support Team reached out to confirm that this has been addressed and taken care ofWe had experienced severe weather in the area that delayed the time frame on all lines being buried due to the manpower that was need to restore service to all of our customers in the Georgia marketsThank you for your feedback and if you have any additional concerns, questions or comments please reach out via the telephone number provided by our Support team member for future contactAs always, thank you for being a Vyve customer and we appreciate your business Regards, Vyve Broadband
I sincerely apologize for this experiencePlease allow me some time to research and find a solutionI was unable to locate an account for this name, account number given, and phone number givenCould you provide me with this information so I may gain access to the account? If you are unable to send through the portalYou can also send to [redacted] @vyvebb.com and it will come to me as wellI look forward to your response and assisting you with this
Tell us why here...Vyve’s Response to Rejection:Thank you for the additional information about your accountWe would like to reassure you that we are constantly striving to improve our customer’s experiences when reaching out to us and feedback like yours is very important to that missionWe have confirmed that the credit was applied for the additional equipment that was chargedWhen contact was made in April the account had not been active for months or more – and it was not eligible for removal of auto draft per the credit guidelines in place when the account was initially activatedOur Escalation Support Specialist did take the necessary measures to ensure that this does not occur againRegards, Vyve Broadband
Vyve’s Response: We apologize for the frustrations you have had with your account and your interaction with usWe thank you for your feedback and we will work to address all of your concernsOn 1/3/our Support Team Specialist spoke with you about the data usage, speed issues and customer service experience you receivedWe discussed all troubleshooting steps taken to check for the excessive usage; while our internet technical support team reset your wireless password to remove any devices connected to the internetOn 1/5/our Technician swapped out your modem and checked for any issuesWe attempted to follow up on 1/7/and will try again to make sure everything is working properlyWe are doing further research on the data usage from the initial activation of your servicesWe will monitor your account and credit any data overages for going over the first timeWe will also follow up with our team for additional coaching and training to better enhance our customer experience.We appreciate you allowing us the opportunity to resolve this matter and thank you for being a Vyve Broadband customer Regards,Vyve Broadband
Complaint: [redacted] I am rejecting this response because:I attempted to call back and even left a voicemail no responseA tech has already been to my house and the issue is still not resolvedAll the tech on the phone blames it on my computers Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and am satisfied that my service has been restored but it doesn't resolve the inconsideration to my schedule and time when they tell me they will be there one day and not show up for over hours later There really isn't a resolution for that because that is going to have to come from within the organization and the leaders of the company are the ones responsible for teaching, and demanding, respect and consideration for their customers and that's not going to happen Sincerely, [redacted] ***
Vyve’s Response: # [redacted] , 9/16/We apologize for your frustrations and the series of events that occurredWe have reviewed the account in question and we were able to determine that services could not have been activated at the address listedWe reached out to our billing team and have corrected the account including contacting the collections agency and informing that this should be removed from collections as well as notifying the credit bureausOn 9/8/we contacted you via telephone and provided you an update in regards to the accountWe provide our contact information for any additional questions or concerns that may arisePlease reach out on that number at any timeRegards, Vyve Broadband
ID [redacted] Vyve Broadband is aware and is looking at the issue In Mr [redacted] ’s area At this time Mr [redacted] has been on a Loyalty discount starting on 7/1/because of the saturation issue during peak hoursWe have added another $off for the next month We apologies for any problems this has caused the customerOnce we have corrected the issue we will let Mr [redacted] know Thank you
We thank you for reaching out to us with your concernsWeapologize you havenot been able to receive the internet speedsthat youwere subscribed toWeare actively investigating a solution for the issues in your area but at this time there is not a permanent solutionWe have reviewed your account and adjusted for services being interrupted.On 9/1/- We have attempted to make contact with you to discuss the account as well as assist in getting your services reconnected if you choose to do so Please reach out to us at your earliest convenience at ###-###-#### so that we can get your account resolved Thank you for reaching out with the much appreciated feedback and concerns
Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Vyve Broadband is issuing a refund for the customer install fee in the amount of $When accounts close the system doesn't automatically adjust one time fees, which the install wasOur apology for the delay in this refundI have asked for the refund to be expedited Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for addressing the issueI appreciate your timely handling of the matter
Thank you very much for your help in this matterAs of today the matter is resolvedThe company called me and we agreed that they were at fault at least partiallyThey awarded me with continued serviceThanks so much for your help
Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Our regional manager contacted our customer on their concerns, we have setup one more service call to see if their extenders are working correctlyCustomer was explained to, that depending on the home structure that might not cover the entire homeWe understand that they are unhappy with their service and we apologize for any issues that this might have causedI will be happy to adjust their billing for them, once the credit is applied the customer will need to make a payment so their service will not be interrupted againI will follow up after the customer service call on SaturdayIf the structure is causing the issue there isn't anything that we can do on our endI hope the technician can get her extenders working for them Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I now have working WiFi thruout my home as of Saturday the 11th of July when the tech came back out, but the compensation they are giving me for my billing and time off is dollarsI find this completely unfair as I took numerous days off work to sit and wait for someone to come out to fix the problemMy time and problems with there company is worth more then dollarsThat is a slap in the faceNow that we finally got service running in our home the shut off our service due to the dollars past due bill I refused to pay due to the crappy service Final Business Response / [redacted] (4000, 9, 2015/08/04) */ Customer was reconnected and another credit of on 7/24/was given to customerWe have worked with with this customer in good faith
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will be contacting Vyve regarding the disconnect Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The automatic draft could have been taken off my account after a month periodI also made a phone call about taking the summarized draft off my account in AprilThis could have been avoided had another representative I spoke with provided me with this informationEven with the install of my equipment I was sold a second room to be connected and I would pay a little bit moreWhen the installation tech came I was advised that since I did not have a second television I would not be able to get the second room connectedI was charged for the connection that never happenedAlthough I have been credited back for the months that I was charged for the additional roomThis information should have been givenThis company has been nothing but a hassle since day oneIt does not seem like any of the representatives that I have spoken with can provide all information need or the correct information Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We apologize for the series of events that occurred when you began receiving services from Vyve BroadbandWe have reviewed the account and were able to see where you reported service issues in regards to the speeds you were receiving versus the speeds you were paying for in We discussed these issues in our recent conversation and we have ensured credit was applied for thetime this issue was occuring.Thank you for your feedback inregards to ourtechnician that came to your residence toinstall services .We are confident in the futureyou will not experience any contact with VyveBroadband that isless than stellar.On 8/we sent on e ofour highly trainedtechnicians to your residence to investigate complaints of current speed issuesDuring this visitit was discovered the slow speedsyou were receiving werebeing caused by the currentmodem/router combo in use at your home.This is not Vyve leased equipment and is a customer owneddevice that Vyvecan not guaruantee signal onOur technician was able to testspeeds at your home and it was confirmed during this testing that he was able to get speeds of more than lOSmbpsThere were no issues found at the residence and with proper equipment you will receive the speed thatyou are current ly paying for.We want to thank you for allowing us the opportunity to address all of the concerns that you were having and we are hopef ul that we have been able to resolve each issue to your satisfactionIf you have any concerns or questions please reach out to us on the telephone number we provided during recent contactsAs always, Thank you for your feedback and your continued service with Vyve Broadband
Complaint: [redacted] I am rejecting this response because: Vyve did contact us, and we settled on half the amount we were owed,just so we could wash our hands of this company Vyve said it would take 4-weeks to see a check from them In our previous dealings with Vyve we have found them to be chronic liars and don't ever follow through with any thing they say So at this time I can't say this issue is settled, until I receive the check from Vyve Then and only then will I consider this issue settled Sincerely, [redacted] Or [redacted]
We spoke directly with [redacted] We apologized and discussed his refund check and the time it has taken for him to receive itWe assured him his address has been updated in our systemsIt was explained we do not have a tracking number and how our refund process works once submitted [redacted] understands and made several good suggestions on how to improve our refund processWe provided [redacted] our contact information for any further assistance
Revdex.com:Did finally receive payment (refund)Found it interesting the THE FedEx I received had the check and envelope which was originally was mailed in my name: [redacted] ***Note Correct name and address is: [redacted] [redacted] ***Why the wrong address on the refund? Thanks for your help [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 21, 2015/09/28) */ Customer issues have been taken care of and a refund was issued in JuneIf customer did not recieve her refund please call us at 1/855/367/ Final Consumer Response / [redacted] (3000, 8, 2015/06/12) */ I called them several times after filing the report and finally got ahold of someone to come to pickup the equipment and was picked up May 27thIt is like a shell company once you sign up there is no support or anyone that can help you There has been no call notifying us of the correction on the notice with the collection agency, everything from just getting them to correct the name on the account to fixing the caller ID has been one of many things we could never get fixed during the entire months We are still waiting for the credit! Would not recomend this company to anyone
Vyve’s Response: We apologize for the complications experienced with getting the line buriedWe are pleased to report that this was taken care of as of Our field Operations Manager and a member of our Support Team reached out to confirm that this has been addressed and taken care ofWe had experienced severe weather in the area that delayed the time frame on all lines being buried due to the manpower that was need to restore service to all of our customers in the Georgia marketsThank you for your feedback and if you have any additional concerns, questions or comments please reach out via the telephone number provided by our Support team member for future contactAs always, thank you for being a Vyve customer and we appreciate your business Regards, Vyve Broadband
I sincerely apologize for this experiencePlease allow me some time to research and find a solutionI was unable to locate an account for this name, account number given, and phone number givenCould you provide me with this information so I may gain access to the account? If you are unable to send through the portalYou can also send to [redacted] @vyvebb.com and it will come to me as wellI look forward to your response and assisting you with this
Tell us why here...Vyve’s Response to Rejection:Thank you for the additional information about your accountWe would like to reassure you that we are constantly striving to improve our customer’s experiences when reaching out to us and feedback like yours is very important to that missionWe have confirmed that the credit was applied for the additional equipment that was chargedWhen contact was made in April the account had not been active for months or more – and it was not eligible for removal of auto draft per the credit guidelines in place when the account was initially activatedOur Escalation Support Specialist did take the necessary measures to ensure that this does not occur againRegards, Vyve Broadband
Vyve’s Response: We apologize for the frustrations you have had with your account and your interaction with usWe thank you for your feedback and we will work to address all of your concernsOn 1/3/our Support Team Specialist spoke with you about the data usage, speed issues and customer service experience you receivedWe discussed all troubleshooting steps taken to check for the excessive usage; while our internet technical support team reset your wireless password to remove any devices connected to the internetOn 1/5/our Technician swapped out your modem and checked for any issuesWe attempted to follow up on 1/7/and will try again to make sure everything is working properlyWe are doing further research on the data usage from the initial activation of your servicesWe will monitor your account and credit any data overages for going over the first timeWe will also follow up with our team for additional coaching and training to better enhance our customer experience.We appreciate you allowing us the opportunity to resolve this matter and thank you for being a Vyve Broadband customer Regards,Vyve Broadband
Complaint: [redacted] I am rejecting this response because:I attempted to call back and even left a voicemail no responseA tech has already been to my house and the issue is still not resolvedAll the tech on the phone blames it on my computers Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and am satisfied that my service has been restored but it doesn't resolve the inconsideration to my schedule and time when they tell me they will be there one day and not show up for over hours later There really isn't a resolution for that because that is going to have to come from within the organization and the leaders of the company are the ones responsible for teaching, and demanding, respect and consideration for their customers and that's not going to happen Sincerely, [redacted] ***
Vyve’s Response: # [redacted] , 9/16/We apologize for your frustrations and the series of events that occurredWe have reviewed the account in question and we were able to determine that services could not have been activated at the address listedWe reached out to our billing team and have corrected the account including contacting the collections agency and informing that this should be removed from collections as well as notifying the credit bureausOn 9/8/we contacted you via telephone and provided you an update in regards to the accountWe provide our contact information for any additional questions or concerns that may arisePlease reach out on that number at any timeRegards, Vyve Broadband