Vyve’s Response: We thank you for reaching out to us with your concernsWe are actively working on providing quality services to you and your neighborsWe were able to make contact with you on and went over some of the finer
details of what can be done to provide services to you at your home address as well as those around youAt this time we are awaiting additional information from the Field Management for your areaIf you have any additional questions please reach out to our Support Team member who will be keeping you informed throughout the entire process regarding the buildThank you for your patience as we work together to get services provided Regards, Vyve Broadband
Initial Business Response /* (1000, 6, 2015/05/29) */
We appreciate our customers being patient with us until that upgrade has been completed in their areaWe have put this customer on discount for the next two years to compensate for the issues he has hadFor the first year this customer will
be receiving $off a month, for the second year they will receive $off per monthOnce the upgrade is done in his area he should see a mass improvement and should get up to his 50mg service
Vyve’s Response: #*** 9/25/ We apologize for your frustrations while contacting us for the billing issuesWe ensure you that this is not standard practiceAfter reviewing your account we determined on 9/8/your services were restored from temporary interruption and you were only
provided the past due balance neededAt the time we did not reaffirm that the account was still on automatic draftOn 9/25/we reached out to you and discussed alternative options for your account and ensured you we will be addressing our coaching opportunitiesDuring our conversation we provided a direct number for contact with one of our Support Team SpecialistIf you have any other concerns please feel free to reach outAs always we appreciate your feedback and thank you for being a Vyve Broadband customer Regards, Vyve Broadband
We received communication on internet issues April and April 17th from the customer stating there were internet issuesBoth of these dates are included in a mass outage affecting multiple customers in the areaBoth of these outages were resolved as of April 18thThe customer reported on June
30th of service issues we scheduled a service call for a tech to come investigateAfter investigating we found issues affecting this area of customersWe are currently working to resolve the service affecting issueI have adjusted the customer months of service totaling $towards the accountThe customer currently has a disconnect order pending for the 27thWould the customer be willing to allow us to correct and service issues before disconnecting with us?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Vyve’s Response: We apologize we missed your calls and understand your frustrations On 3/1/our Support Team Specialist reached out and spoke with you in regards to your home not being serviceable and the charges to make your home serviceableAt this time, we have removed your address from our mailing list and listed as not serviceable Thank you, Vyve Broadband
Vyve’s Response: We apologize for the issues you are experiencing with your internet and we appreciate the opportunity to resolveOn 2/23/our Support Team Specialist reached out but was unable to make contact with youDue to the 2nd rejection comments and Revdex.com review - we scheduled our technician to come out Monday, 2/26/to further investigate the internet issuesWe do show you rescheduled the appointment on 2/25/for 3/7/We will follow up with you on resolution when service call is completedWe thank you for being a Vyve Broadband customer Regards,Vyve Broadband
Revdex.com:While I appreciate the response to the issue at hand, I hardly think it should have taken months, multiple inquiries and a letter to Revdex.com to get the issue resolvedQuite simply, if this information had been passed on to me at the beginning, I would have been less inclined to complainInstead, I was given multiple excuses, service dates and rude service rep lip serviceI hope Vyve will begin to treat their customers better and communicate with them more openly
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I am becoming exhausted as technicians come out over and over again and everything is "fine"Something is going on, on VYVE's end of things and I am also exhausted of having to have strangers in my home as well as having to constantly put off doing what I need to do to sit around and wait to accommodate that I am around for themI am EXTREMELY dissatisfied with this service as well as this issue being intermittent continuouslyI am really just done with this service and the money I put out that I don't even get the service for the money I payAs soon as I locate another provider with the speed I need for my job, I will be switching and you will lose my businessNot to mention, just the other day, I could not even work and do my job because the service was so poorThat has caused me to be written up at work and can also cost me my job.
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/12/01) */
Authorized user, *** *** reported problems with his service starting in Sept*** requested to be moved to a higher speed for a few days so that he can try and recover information off his personal computer
Customer connected in
March and in June we swapped out his modem for a upgraded modem
In September customer called tech support and reported an issue with connection to his computer, tech support setup a trouble call because he couldn't connect, tried two different computers and still did not connectThey reported it was either the ethernet cord or a loose connection on the modemSetup trouble call, tech went out and replaced the ethernet cord witched fixed the customers connection issue
On Sept 24th sub called in upset because he was told days ago that he would get a call back, but no one has called, didn't ask for email, due to previous notes from rep, cx is wanting us to upgrade his int speed for day so he can re download everything her lost when we replace a faulty hardware, advised a call back, called cx back and advised him that even though the tech went out and did work it wouldn't have made him lose any data, advised him that the sup stated that we wouldn't be able to bump his int speed up for a day for free//cx got upset and hung up(notes on customers acct)
We reached out to our professional tech supervisor and OPs manager who both determined that his data loss on his personal computer was not Vyve's issue
Customer disconnected services with Vyve on 10/
Initial Business Response /* (1000, 7, 2016/02/09) */
One of our Supervisor called Mr*** and let him know that we had a section of main line that was bad and we ran a temperary line at this timeWe have it scheduled to be replacedHe is experiencing a slight saturation in his are during
peak hoursWe have that issue to be repaired within to weeksCustomer was pleased that we are addressing his issues
We will be staying in contact with our consumer, until all work is completed and he is 100% satisfied with his service
Initial Consumer Rebuttal /* (2000, 9, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as long as they live up to their statement that the issue will be resolved with in the 2-week period as statedIt is a shame that a complaint had to be filed to get an answer about this issueI feel if the company had been this forthcoming to begin with, then there would not have been a need to file a complaintHowever, the issue of prorating the bill didn't seem to be addressedIf there are future issues with service, then I expect the billing to reflect the quality of service
We apologize for the frustrations you experienced while contacting us tohelp withyour account concerns.We strivefor exceptional customerservice and will provide additional coaching and support
to our representatives, as neededWe hope to reassure you this isnot common practiceand wewill be looking
into any behavior that was less than professional: We want to assure you, every
customer including yourself, is important to us.Thank you for your feedback and we hope
to address your concernsOn 9/1/- We have• attempted to make contact to
apologize for your customer service experienceWe have not been able to reach you at this timeYou may reach out to us at your
earliest convenience at ###-###-####
Initial Business Response /* (1000, 5, 2015/08/06) */
I talked to the call center supervisor and they talked to the customer yesterdayThey agreed to accept the bill stop date to the date of soft disconnectTech supervisor has rescheduled this work order over and over so at this time to get this
finalized, I no trucked the work order, back dated it to the 29th, and then closed the work order giving us a final amount owingAll equipment has been returned and removed off the account
Customers billing went from to giving her back
Issues have been resolved with customerPut in SRO to disconnect home unit
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution as that was all that I was asking for to begin withThis issue should have been handled appropriately when I 1st called inI pray that in the future customers will be handled in this manner without having to place several calls and file a complaint
Initial Business Response /* (1000, 5, 2015/08/20) */
Dear Mrand Ms*** Vyve Broadband have listened to our customers and have looked at our internet usage policy effective 8-20-we have changed all usage to TB that equals GB, anything over 1000GB will still be subject to a charge
at $per every 50GBWe do not and have never throttled our customers speedsI was informed by our Technical supervisor that we went out and did some research and testing at your home per your request and have reported that they have corrected some issues and are returning to your home on 8-to move our equipment to better suit the signal of the equipmentWe appreciate your patients during this process and hope your service is now where you would like to see it at
Thank you Vyve
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am grateful for the increase in monthly data usage, but only one of my requests has been met, and we are waiting to see if the equipment is actually fixedThe cap is still in place, though the company argues it is not a capIt is a clever loophole to just charge a customer over a data limit instead of terminating service, but it is still a cap and I still want it goneI appreciate the company attempting to address our complaintsI do not feel they have been adequately addressed
Final Business Response /* (4000, 9, 2015/09/01) */
The usage of 1TB will stay in play and will not be removedWe will not stop our customers from going over that 1TB but we will charge for any over usage of dataI do not see where there has been any current issues with service on your account since the technician has been to your homeWe will continue to watch for any service issuesI am sorry you fee your complaints have not been adequately addressedBut like I said the internet usage will stay in play and can't be changed.Please let us know if you have any issues with your services going forwardThank you for being a Vyve Customer
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company refuses to meet my requests
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
While Vyve representatives appreciate having Mr*** and Ms*** as customers, we believe that the past due balances from Ms***’s earlier accounts were still due to Vyve for service(s) provided. Ms*** had Vyve accounts in her name at both *** *** Ave., Waycross, GA and *** A *** Dr., Waycross, GA. These accounts were both disconnected with outstanding balances that have since been paid Regarding the use of specific account names, on November 12, 2012, at the time Ms***’s *** A *** Drive account was activated, Mr*** was included as an original “authorized user” on her account. Therefore, Vyve must assume that Mr*** was a “user” of Vyve’s service(s) at the *** Drive address. Ms*** has been listed as an “authorized user” on Mr***’s currently active *** A *** Drive account since June 24, 2015. For the same reason, we also believe that Ms*** was a “user” of Vyve’s services at the same address. Vyve has already reduced the amounts due on Ms***’s first two aforementioned accounts to zero, because of payments Vyve received from Ms*** on April 27, 2017. However, if it is Ms***’s desire to apply the outstanding balance due of $from her *** *** Avenue account, Vyve representatives will remove the payment credit from the *** A *** Drive account that is listed in Mr***’s name and apply it to the *** Avenue account. However, that will increase the amount due on the account in Mr***’s name by $ Nevertheless, if either Ms*** or Mr*** can provide Vyve with any new information that proves that the previously outstanding balances were not owed to Vyve, we will be glad to consider that information
We were experiencing a pro-longed outage due to tower damage from lighting strikes that affected this customer and other customers in the areaWe were awaiting the proper equipment to correct the issueThe customer spoke with our customer care on July 11th and spoke with and agent who informed her
of this informationWe now have a resolution in place until the equipment arrivesThe customer should have service nowI have also adjusted for the timeframe that the customer was without service in the amount of $Which will be visible to the customer on the next billing statementWe apologize for the inconvenience of the service interruption and hope that we have addressed all issues with the customerIf the customer has anymore questions we would be happy to assist
We apologize for any inconvenience this is causingVyve upgraded its system in Dalhart to provide customers a more clear and Crisp HD picture and soundTo do this all TVs using the Vyve Broadband service will require a piece of equipment to un-encrypt the new signal being presented to customer's
homesWe sent mail notifications to customer's home days in advance to prepare and make preparations to order the equipment. For customers that do not have equipment we are happy to bring and help install any equipment to ensure the service stays workingThis customer also qualifies for box at cents for the first year and then it would go to the price a monthIf there are any other boxes that are required they would be a rate a monthWe would like to continue to be your provider for Video Service and look forward to your response
Initial Business Response /* (1000, 8, 2016/01/12) */
We are currently upgrading the Pryor system now. Vyve have been very happy with the growth in the market but that has caused stress on our network. We've invested a bunch of money to actually double the size of the pipe and the work should be...
Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr. [redacted], On your service calls, a $29.99 service fee is always added on customers accounts through the billing service, when our technicians goes out on the service calls they should be removing that fee at the time of closing the...
work order. I do apologize that did not happen on your service call and that you had to call in for that credit. I do see that your account has been corrected at this time. If you need any further assistance please reach out to us. You can contacts us via chat line now or with an email if you would prefer. Thank you for being such a great Vyve customer
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What are they doing to fix the horrible customer service and atrocious wait times. Not even mentioning the fact that on average we are without service 10 days out of every 60
Final Business Response /* (4000, 9, 2015/09/14) */
We noticed that the last two service calls were put in by internet technical support. Their call hold time would depend on how many customers are calling in and what could be driving the call that would depend on hold times. Please try calling XXX-XXX-XXXX, this number could give you a faster respond time.
I would like to request the date and time that you called in and the number you used to call us on. I can pull any report to see what the universal call time was. Our call center handles 9 states and given the date and the time it can very on hold times. We truly apologies that you had a long hold time when calling in to our center, but due to different types of calls that our call center handles can very, as any call center does. Again, please try calling XXX-XXX-XXXX first before you call tech support direct. Thank you escalation support
Vyve’s Response: We thank you for reaching out to us with your concernsWe are actively working on providing quality services to you and your neighborsWe were able to make contact with you on and went over some of the finer
details of what can be done to provide services to you at your home address as well as those around youAt this time we are awaiting additional information from the Field Management for your areaIf you have any additional questions please reach out to our Support Team member who will be keeping you informed throughout the entire process regarding the buildThank you for your patience as we work together to get services provided Regards, Vyve Broadband
Initial Business Response /* (1000, 6, 2015/05/29) */
We appreciate our customers being patient with us until that upgrade has been completed in their areaWe have put this customer on discount for the next two years to compensate for the issues he has hadFor the first year this customer will
be receiving $off a month, for the second year they will receive $off per monthOnce the upgrade is done in his area he should see a mass improvement and should get up to his 50mg service
Vyve’s Response: #*** 9/25/ We apologize for your frustrations while contacting us for the billing issuesWe ensure you that this is not standard practiceAfter reviewing your account we determined on 9/8/your services were restored from temporary interruption and you were only
provided the past due balance neededAt the time we did not reaffirm that the account was still on automatic draftOn 9/25/we reached out to you and discussed alternative options for your account and ensured you we will be addressing our coaching opportunitiesDuring our conversation we provided a direct number for contact with one of our Support Team SpecialistIf you have any other concerns please feel free to reach outAs always we appreciate your feedback and thank you for being a Vyve Broadband customer Regards, Vyve Broadband
We received communication on internet issues April and April 17th from the customer stating there were internet issuesBoth of these dates are included in a mass outage affecting multiple customers in the areaBoth of these outages were resolved as of April 18thThe customer reported on June
30th of service issues we scheduled a service call for a tech to come investigateAfter investigating we found issues affecting this area of customersWe are currently working to resolve the service affecting issueI have adjusted the customer months of service totaling $towards the accountThe customer currently has a disconnect order pending for the 27thWould the customer be willing to allow us to correct and service issues before disconnecting with us?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Vyve’s Response: We apologize we missed your calls and understand your frustrations On 3/1/our Support Team Specialist reached out and spoke with you in regards to your home not being serviceable and the charges to make your home serviceableAt this time, we have removed your address from our mailing list and listed as not serviceable Thank you, Vyve Broadband
Vyve’s Response: We apologize for the issues you are experiencing with your internet and we appreciate the opportunity to resolveOn 2/23/our Support Team Specialist reached out but was unable to make contact with youDue to the 2nd rejection comments and Revdex.com review - we scheduled our technician to come out Monday, 2/26/to further investigate the internet issuesWe do show you rescheduled the appointment on 2/25/for 3/7/We will follow up with you on resolution when service call is completedWe thank you for being a Vyve Broadband customer Regards,Vyve Broadband
Revdex.com:While I appreciate the response to the issue at hand, I hardly think it should have taken months, multiple inquiries and a letter to Revdex.com to get the issue resolvedQuite simply, if this information had been passed on to me at the beginning, I would have been less inclined to complainInstead, I was given multiple excuses, service dates and rude service rep lip serviceI hope Vyve will begin to treat their customers better and communicate with them more openly
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: I am becoming exhausted as technicians come out over and over again and everything is "fine"Something is going on, on VYVE's end of things and I am also exhausted of having to have strangers in my home as well as having to constantly put off doing what I need to do to sit around and wait to accommodate that I am around for themI am EXTREMELY dissatisfied with this service as well as this issue being intermittent continuouslyI am really just done with this service and the money I put out that I don't even get the service for the money I payAs soon as I locate another provider with the speed I need for my job, I will be switching and you will lose my businessNot to mention, just the other day, I could not even work and do my job because the service was so poorThat has caused me to be written up at work and can also cost me my job.
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/12/01) */
Authorized user, *** *** reported problems with his service starting in Sept*** requested to be moved to a higher speed for a few days so that he can try and recover information off his personal computer
Customer connected in
March and in June we swapped out his modem for a upgraded modem
In September customer called tech support and reported an issue with connection to his computer, tech support setup a trouble call because he couldn't connect, tried two different computers and still did not connectThey reported it was either the ethernet cord or a loose connection on the modemSetup trouble call, tech went out and replaced the ethernet cord witched fixed the customers connection issue
On Sept 24th sub called in upset because he was told days ago that he would get a call back, but no one has called, didn't ask for email, due to previous notes from rep, cx is wanting us to upgrade his int speed for day so he can re download everything her lost when we replace a faulty hardware, advised a call back, called cx back and advised him that even though the tech went out and did work it wouldn't have made him lose any data, advised him that the sup stated that we wouldn't be able to bump his int speed up for a day for free//cx got upset and hung up(notes on customers acct)
We reached out to our professional tech supervisor and OPs manager who both determined that his data loss on his personal computer was not Vyve's issue
Customer disconnected services with Vyve on 10/
Initial Business Response /* (1000, 7, 2016/02/09) */
One of our Supervisor called Mr*** and let him know that we had a section of main line that was bad and we ran a temperary line at this timeWe have it scheduled to be replacedHe is experiencing a slight saturation in his are during
peak hoursWe have that issue to be repaired within to weeksCustomer was pleased that we are addressing his issues
We will be staying in contact with our consumer, until all work is completed and he is 100% satisfied with his service
Initial Consumer Rebuttal /* (2000, 9, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as long as they live up to their statement that the issue will be resolved with in the 2-week period as statedIt is a shame that a complaint had to be filed to get an answer about this issueI feel if the company had been this forthcoming to begin with, then there would not have been a need to file a complaintHowever, the issue of prorating the bill didn't seem to be addressedIf there are future issues with service, then I expect the billing to reflect the quality of service
We apologize for the frustrations you experienced while contacting us tohelp withyour account concerns.We strivefor exceptional customerservice and will provide additional coaching and support
to our representatives, as neededWe hope to reassure you this isnot common practiceand wewill be looking
into any behavior that was less than professional: We want to assure you, every
customer including yourself, is important to us.Thank you for your feedback and we hope
to address your concernsOn 9/1/- We have• attempted to make contact to
apologize for your customer service experienceWe have not been able to reach you at this timeYou may reach out to us at your
earliest convenience at ###-###-####
Initial Business Response /* (1000, 5, 2015/08/06) */
I talked to the call center supervisor and they talked to the customer yesterdayThey agreed to accept the bill stop date to the date of soft disconnectTech supervisor has rescheduled this work order over and over so at this time to get this
finalized, I no trucked the work order, back dated it to the 29th, and then closed the work order giving us a final amount owingAll equipment has been returned and removed off the account
Customers billing went from to giving her back
Issues have been resolved with customerPut in SRO to disconnect home unit
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution as that was all that I was asking for to begin withThis issue should have been handled appropriately when I 1st called inI pray that in the future customers will be handled in this manner without having to place several calls and file a complaint
Initial Business Response /* (1000, 5, 2015/08/20) */
Dear Mrand Ms*** Vyve Broadband have listened to our customers and have looked at our internet usage policy effective 8-20-we have changed all usage to TB that equals GB, anything over 1000GB will still be subject to a charge
at $per every 50GBWe do not and have never throttled our customers speedsI was informed by our Technical supervisor that we went out and did some research and testing at your home per your request and have reported that they have corrected some issues and are returning to your home on 8-to move our equipment to better suit the signal of the equipmentWe appreciate your patients during this process and hope your service is now where you would like to see it at
Thank you Vyve
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am grateful for the increase in monthly data usage, but only one of my requests has been met, and we are waiting to see if the equipment is actually fixedThe cap is still in place, though the company argues it is not a capIt is a clever loophole to just charge a customer over a data limit instead of terminating service, but it is still a cap and I still want it goneI appreciate the company attempting to address our complaintsI do not feel they have been adequately addressed
Final Business Response /* (4000, 9, 2015/09/01) */
The usage of 1TB will stay in play and will not be removedWe will not stop our customers from going over that 1TB but we will charge for any over usage of dataI do not see where there has been any current issues with service on your account since the technician has been to your homeWe will continue to watch for any service issuesI am sorry you fee your complaints have not been adequately addressedBut like I said the internet usage will stay in play and can't be changed.Please let us know if you have any issues with your services going forwardThank you for being a Vyve Customer
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company refuses to meet my requests
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
While Vyve representatives appreciate having Mr*** and Ms*** as customers, we believe that the past due balances from Ms***’s earlier accounts were still due to Vyve for service(s) provided. Ms*** had Vyve accounts in her name at both *** *** Ave., Waycross, GA and *** A *** Dr., Waycross, GA. These accounts were both disconnected with outstanding balances that have since been paid Regarding the use of specific account names, on November 12, 2012, at the time Ms***’s *** A *** Drive account was activated, Mr*** was included as an original “authorized user” on her account. Therefore, Vyve must assume that Mr*** was a “user” of Vyve’s service(s) at the *** Drive address. Ms*** has been listed as an “authorized user” on Mr***’s currently active *** A *** Drive account since June 24, 2015. For the same reason, we also believe that Ms*** was a “user” of Vyve’s services at the same address. Vyve has already reduced the amounts due on Ms***’s first two aforementioned accounts to zero, because of payments Vyve received from Ms*** on April 27, 2017. However, if it is Ms***’s desire to apply the outstanding balance due of $from her *** *** Avenue account, Vyve representatives will remove the payment credit from the *** A *** Drive account that is listed in Mr***’s name and apply it to the *** Avenue account. However, that will increase the amount due on the account in Mr***’s name by $ Nevertheless, if either Ms*** or Mr*** can provide Vyve with any new information that proves that the previously outstanding balances were not owed to Vyve, we will be glad to consider that information
We were experiencing a pro-longed outage due to tower damage from lighting strikes that affected this customer and other customers in the areaWe were awaiting the proper equipment to correct the issueThe customer spoke with our customer care on July 11th and spoke with and agent who informed her
of this informationWe now have a resolution in place until the equipment arrivesThe customer should have service nowI have also adjusted for the timeframe that the customer was without service in the amount of $Which will be visible to the customer on the next billing statementWe apologize for the inconvenience of the service interruption and hope that we have addressed all issues with the customerIf the customer has anymore questions we would be happy to assist
We apologize for any inconvenience this is causingVyve upgraded its system in Dalhart to provide customers a more clear and Crisp HD picture and soundTo do this all TVs using the Vyve Broadband service will require a piece of equipment to un-encrypt the new signal being presented to customer's
homesWe sent mail notifications to customer's home days in advance to prepare and make preparations to order the equipment. For customers that do not have equipment we are happy to bring and help install any equipment to ensure the service stays workingThis customer also qualifies for box at cents for the first year and then it would go to the price a monthIf there are any other boxes that are required they would be a rate a monthWe would like to continue to be your provider for Video Service and look forward to your response
Initial Business Response /* (1000, 8, 2016/01/12) */
We are currently upgrading the Pryor system now. Vyve have been very happy with the growth in the market but that has caused stress on our network. We've invested a bunch of money to actually double the size of the pipe and the work should be...
complete by mid-Jan.
Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr. [redacted], On your service calls, a $29.99 service fee is always added on customers accounts through the billing service, when our technicians goes out on the service calls they should be removing that fee at the time of closing the...
work order. I do apologize that did not happen on your service call and that you had to call in for that credit. I do see that your account has been corrected at this time. If you need any further assistance please reach out to us. You can contacts us via chat line now or with an email if you would prefer. Thank you for being such a great Vyve customer
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What are they doing to fix the horrible customer service and atrocious wait times. Not even mentioning the fact that on average we are without service 10 days out of every 60
Final Business Response /* (4000, 9, 2015/09/14) */
We noticed that the last two service calls were put in by internet technical support. Their call hold time would depend on how many customers are calling in and what could be driving the call that would depend on hold times. Please try calling XXX-XXX-XXXX, this number could give you a faster respond time.
I would like to request the date and time that you called in and the number you used to call us on. I can pull any report to see what the universal call time was. Our call center handles 9 states and given the date and the time it can very on hold times. We truly apologies that you had a long hold time when calling in to our center, but due to different types of calls that our call center handles can very, as any call center does. Again, please try calling XXX-XXX-XXXX first before you call tech support direct. Thank you escalation support