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.
Although I do suggest that you do an audit to discover the purpose of the automatic withdrawal being stopped prior to this as I did not authorize nor was I notified that my account was delinquent until I received word from the collection agency. The fact that you would cut someone's service off, send ZERO correspondence directly from Vyve to the residence warning of such activity on someone that had their account set up for automatic withdrawal, much less turn them over to a collection agency is beyond bad customer service.
Sincerely,
[redacted]
We like to apologize to you for the miscommunications (any miscommunication we may have had regarding your account). We want you to know that we will do everything possible to expedite your refund due to the circumstances surrounding your activation with us. We have reached out to the Technical...
Supervisor for the area to see why your area is not serviceable and if we can eventually offer you service. We understand the importance of your online classes and needing internet service in order to continue them and regret that it cannot be Vyve Broadband that provides you with this service at this time. Hopefully, after our conversation today, you will give us another try if and when your area becomes available for service. Thank you for your reaching out and letting us know about the issues you had with our company. If you need anything else feel free to call the number we provided you.
Initial Business Response /* (1000, 5, 2015/05/14) */
Viacom programming drop which was companywide decision back in 2014, those are not likely to return in the near future. We have given retention discounts and loyalty credits. Our customers are not under any contract to keep our service. Customer...
pays for up to 12 mg internet service not 50mg. If the customer would please give us a call and let us know they are having an issue with their service or missing channels we would get a service call put in for them. The last service call was in February 2015 for a new upgraded modem due to slow speeds and before that was August 2014. We would really like to help this customers issues.
Initial Business Response /* (1000, 15, 2015/12/09) */
We find no active customer under the name of [redacted], the only account we fund under this name has been disconnected 8/25/15. Under the address that was provided by [redacted], we find a different customer with the same last name but...
[redacted] is not an authorized user and we cannot disclose any information on our customers account due to privacy of our customer. Name doesn't match, phone number doesn't match and no service calls at the address to con inside with any information that [redacted] has provided in this complaint. We ask that the account be closed due to this finding. If [redacted] finds this is not a true fact he will have to call into customer service and provide us with an active account so we can further assist him and/or provide us with more detail information.
For anyone's information Vyve Broadband offers every customer that carries internet service with us a data usage of 1TB that is 1000 GB of usage. They may visit our website at any time under Vyve Broadband for any further information.
We apologize for the series of events that occurred when you began receiving
services from Vyve Broadband. We 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 2016. 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 8/24 we sent on e ofour highly trainedtechnicians to your residence to investigate
complaints of current speed issues. During 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 on. Our 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 lOSmbps. There 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 satisfaction. If you have any
concerns or questions please reach out to us on
the telephone number we provided during recent contacts. As always, Thank you
for your feedback and your continued service
with Vyve Broadband.
The customer disconnected May 10th 2016. We have setup an Audit to ensure that services are disconnected. Vyve Broadband sends any outstanding charges over 30 days to an agent of the company for collection process. This account was sent to this agent for outstanding charges due to our rental...
equipment not being returned on May 10th 2016. It was sent to collections 30 days after the disconnect date. The equipment was returned on October 7th 2016 to our local retail office. Typically customers can see their affected credit reports updated within 60 days, however we have reached out to the agency and asked that the account show as paid/Debt satisfied. The customer should be able to see this the next update cycle for the credit bureaus. The auto-pay has been disabled as well and the account shows a zero balance due to the payment made in our local office on August 31st. Please consider this resolved.
While Vyve Broadband apologizes for any frustration this situation has caused, we stand by our decision. Please know that this decision was not made lightly and extensive research was done before any action was taken. We made contact on 10/27/2017 with the customer in an effort to...
resolve this issue. At that time, we requested additional information and as of today, we still have not received it. We also attempted to set up payment arrangements for the debt that is owed by Ms. [redacted]. Many factors were used to determine her affiliation with the account in question. First, she is an authorized user on this account. Second, the address and phone number are an exact match for a previous address in which she was a resident with a debt owed to Vyve. Her email address is also used for email billing and access to our online billing system. 9 of the last 11 payments have been made with a credit card or check in Ms. [redacted]’s name with the address in question listed as her billing address. Notes dating back to April 2015 on this account show that the majority of interactions that Vyve has had in regards to this account were with Ms. [redacted] and not the account holder. Our conclusion based on the evidence we have, is that Ms. [redacted] resides at this location and shares this account with the account holder. **The customer has recently paid the balance in question. Vyve broadband has informed the customer of our policies concerning bad debt. We feel this complaint has already been resolved.**
Vyve’s Response: #[redacted], 9/16/17 We apologize for your frustrations and the series of events that occurred. We have reviewed the account in question and we were able to determine that services could not have been activated at the address listed. We 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 bureaus. On 9/8/17 we contacted you via telephone and provided you an update in regards to the account. We provide our contact information for any additional questions or concerns that may arise. Please reach out on that number at any time. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2016/01/12) */
We made the decision to drop Viacom in our customers' best interests, protecting you from a significant increase to your monthly bill. We understand it can be disappointing to lose channels. But we are excited to introduce a variety of updated...
channels that have been requested by our customers. We'll also continue to provide you with the broadband service you need to download and stream your favorite content online. At this time this will not change.
I show that at this time you do have a service call entered in for your digital box. Your last service call was back on 7/12/2014. We will be happy to wave the service call fee if this is not anything to do with our equipment or services we will reverse any service charges. We are happy to assist you at any time please give us a call at XXX-XXX-XXXX
Thank you for informing Vyve that you concerns on with your service. On 5-6-2016, I see that you talked to a customer service specialist at 5:06pm at that time they should have informed you that Vyve had a very large outage and they did...
not have an ETR at that time. Our call center would not know what has taken place in the field with an outage, only the field specialist and our dispatcher would know after the service issue was investigated and/or fixed. In this case on 5-6-2016 there was a commercial power outage with OG&E. OG&E informed us they did not have an estimated time of repair in the area that fed our power supply, that feeds our video service to your home. When OG&E fixes their outage, and only then, would your service with us came back on line. OG&E service fix was at approxamently 7:46PM, and we cleared the outage at that time. I apologize that this caused your service to be out and we will be happy to credit you for that day and you will see that credit on your next statement with Vyve. Please be sure to look at your monthly statement for any upcoming changes with service. At this time the only rate increase there was equipment cost, which was sent out on [redacted]ing statements giving our customers notification. You also, have an option in purchasing your own equipment, which would save you a monthly rental fee. Vyve continues to work closely with the City of Shawnee and Vyve appreciates all our customers’ in-put to provide better service. If, you have service issues with your service, please give us a call at [redacted], one of your specialist will be happy to assist you with any issues that arises. We want all our customers to be satisfied with their service. In the world of fast moving changes there are unseen circumstances that do arise that are not under our control and Vyve will continue to resolved these as quickly as possible. Thank you for being a Vyve loyal customer.
This customer has built a house in a new subdivision extension where we are having to build cable, so to get them active during our construction; we have run a temp drop from an existing line on the street behind them. I have talked to construction, and we are going to shoot for finishing...
construction, and burying his permanent line by this Monday. We originally ran this line to get this customer active so they would not have to wait for the new construction.
Complaint: [redacted]
I am rejecting this response because: I was out sick for multiple days. I left a message with [redacted] ###-###-#### on Friday March 23 letting her know I had been ill and I would be out of state on business Sunday March 25 until Tuesday March 27. I called today (Tuesday March 28) and left another message for [redacted] to return my call. I still have not received a call back.
Sincerely,
[redacted]
Vyve’s Response: We apologize for the internet issues which you have experienced. We appreciate the opportunity to get this resolved. We reached out to the Technical Supervisor of the area for any known...
issues. On January 31, 2018 our Support Team Specialist reached out in regards to the internet issues. We discussed the connection issues and not having access to one website. We set up for a technician to come to your home to further investigate the reoccurring issues on Tuesday, February 6, 2018. We will follow up with you after our technician visits on 2/6/18 to verify all issues are resolved. We will care for any billing issues during the follow up. We thank you for being a Vyve Broadband customer. Regards, Vyve Broadband
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]
Initial Business Response /* (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 Wi-Fi extenders are working correctly. Customer was explained to, that depending on the home structure that Wi-Fi might not cover...
the entire home. We understand that they are unhappy with their Wi-Fi service and we apologize for any issues that this might have caused. I 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 again. I will follow up after the customer service call on Saturday. If the structure is causing the issue there isn't anything that we can do on our end. I hope the technician can get her extenders working for them.
Initial Consumer Rebuttal /* (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 20 dollars. I find this completely unfair as I took numerous days off work to sit and wait for someone to come out to fix the problem. My time and problems with there company is worth more then 20 dollars. That is a slap in the face. Now that we finally got service running in our home the shut off our service due to the 68 dollars past due bill I refused to pay due to the crappy service.
Final Business Response /* (4000, 9, 2015/08/04) */
Customer was reconnected and another credit of 81.47 on 7/24/15 was given to customer. We have worked with with this customer in good faith.
Vyve’s Response: We apologize for the issues you incurred with our services. We appreciate the opportunity to address all of your concerns. On February 24th 2018 our Support Team...
Specialist reached out to you. We have adjusted your account for dates 9/1/2017- 2/9/2018. You will receive a refund check in the mail within 90-120 days. If you have any questions, please do not hesitate to reach out to us with the number provided on your voicemail. Thank you for your time and patience as we work through getting this resolved. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2015/06/17) */
Within the last two weeks we have replace the CMT and our technician made some adjustments to the customer's downstream levels. Tech made contact with customer on 6-16-15 to check on services. Services are in good working order.
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The service has been restored and we have had no interruptions for the past week. So far, I am satisfied with this resolution.
Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Mr. [redacted]
We have moved our channels around to fit FCC guide lines. Please contact your home owner associations to see if they would like to check on moving around their packaging. You may also get your own service without paying for...
what your home owners association covers and still be on your tenant bulk account and only pay for what other types of services you would like to watch. If you could give me some examples of channels, we can give you more options to look at please give us a call.
You also, contacted our support group via email and we offered to send out a technician to check on your internet issues. We have not heard back from you at this time. We would still like to setup and appointment to fit your schedule if you would just give us a call please. We want our customers to be happy with their services.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vyve has been in our subdivision almost weekly to correct problems to no satisfaction to any of our homeowners. Therefore, Vyve has no credibility on correcting the service problems. I will agree as to their response. Taking exception to FCC guide lines, their service people have said that it is the intention to drop Grove, OK and not replace dropped programming. Also I am told we will not be receiving digital programming as was advertised and I was give notice of receiving this upgrade to basic service.
Final Business Response /* (4000, 9, 2015/09/14) */
Vyve might be working in the area you live in from time to time. If you're still having an issue with your internet I would greatly appreciate that you let us put in a service call so we can come to your home and check everything so you experience the best quality that we offer you. Without a service call how are we to track down any issues within your home or outside your home? We have several areas that Vyve has purchased that are being upgraded, this takes time. Our engineers are working on how to get fiber line to the Grove area. We look forward to upgrading your area once that is done.
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]
[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]
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.
Although I do suggest that you do an audit to discover the purpose of the automatic withdrawal being stopped prior to this as I did not authorize nor was I notified that my account was delinquent until I received word from the collection agency. The fact that you would cut someone's service off, send ZERO correspondence directly from Vyve to the residence warning of such activity on someone that had their account set up for automatic withdrawal, much less turn them over to a collection agency is beyond bad customer service.
Sincerely,
[redacted]
We like to apologize to you for the miscommunications (any miscommunication we may have had regarding your account). We want you to know that we will do everything possible to expedite your refund due to the circumstances surrounding your activation with us. We have reached out to the Technical...
Supervisor for the area to see why your area is not serviceable and if we can eventually offer you service. We understand the importance of your online classes and needing internet service in order to continue them and regret that it cannot be Vyve Broadband that provides you with this service at this time. Hopefully, after our conversation today, you will give us another try if and when your area becomes available for service. Thank you for your reaching out and letting us know about the issues you had with our company. If you need anything else feel free to call the number we provided you.
Initial Business Response /* (1000, 5, 2015/05/14) */
Viacom programming drop which was companywide decision back in 2014, those are not likely to return in the near future. We have given retention discounts and loyalty credits. Our customers are not under any contract to keep our service. Customer...
pays for up to 12 mg internet service not 50mg. If the customer would please give us a call and let us know they are having an issue with their service or missing channels we would get a service call put in for them. The last service call was in February 2015 for a new upgraded modem due to slow speeds and before that was August 2014. We would really like to help this customers issues.
Initial Business Response /* (1000, 15, 2015/12/09) */
We find no active customer under the name of [redacted], the only account we fund under this name has been disconnected 8/25/15. Under the address that was provided by [redacted], we find a different customer with the same last name but...
[redacted] is not an authorized user and we cannot disclose any information on our customers account due to privacy of our customer. Name doesn't match, phone number doesn't match and no service calls at the address to con inside with any information that [redacted] has provided in this complaint. We ask that the account be closed due to this finding. If [redacted] finds this is not a true fact he will have to call into customer service and provide us with an active account so we can further assist him and/or provide us with more detail information.
For anyone's information Vyve Broadband offers every customer that carries internet service with us a data usage of 1TB that is 1000 GB of usage. They may visit our website at any time under Vyve Broadband for any further information.
We apologize for the series of events that occurred when you began receiving
services from Vyve Broadband. We 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 2016. 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 8/24 we sent on e ofour highly trainedtechnicians to your residence to investigate
complaints of current speed issues. During 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 on. Our 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 lOSmbps. There 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 satisfaction. If you have any
concerns or questions please reach out to us on
the telephone number we provided during recent contacts. As always, Thank you
for your feedback and your continued service
with Vyve Broadband.
The customer disconnected May 10th 2016. We have setup an Audit to ensure that services are disconnected. Vyve Broadband sends any outstanding charges over 30 days to an agent of the company for collection process. This account was sent to this agent for outstanding charges due to our rental...
equipment not being returned on May 10th 2016. It was sent to collections 30 days after the disconnect date. The equipment was returned on October 7th 2016 to our local retail office. Typically customers can see their affected credit reports updated within 60 days, however we have reached out to the agency and asked that the account show as paid/Debt satisfied. The customer should be able to see this the next update cycle for the credit bureaus. The auto-pay has been disabled as well and the account shows a zero balance due to the payment made in our local office on August 31st. Please consider this resolved.
While Vyve Broadband apologizes for any frustration this situation has caused, we stand by our decision. Please know that this decision was not made lightly and extensive research was done before any action was taken. We made contact on 10/27/2017 with the customer in an effort to...
resolve this issue. At that time, we requested additional information and as of today, we still have not received it. We also attempted to set up payment arrangements for the debt that is owed by Ms. [redacted]. Many factors were used to determine her affiliation with the account in question. First, she is an authorized user on this account. Second, the address and phone number are an exact match for a previous address in which she was a resident with a debt owed to Vyve. Her email address is also used for email billing and access to our online billing system. 9 of the last 11 payments have been made with a credit card or check in Ms. [redacted]’s name with the address in question listed as her billing address. Notes dating back to April 2015 on this account show that the majority of interactions that Vyve has had in regards to this account were with Ms. [redacted] and not the account holder. Our conclusion based on the evidence we have, is that Ms. [redacted] resides at this location and shares this account with the account holder. **The customer has recently paid the balance in question. Vyve broadband has informed the customer of our policies concerning bad debt. We feel this complaint has already been resolved.**
Vyve’s Response: #[redacted], 9/16/17 We apologize for your frustrations and the series of events that occurred. We have reviewed the account in question and we were able to determine that services could not have been activated at the address listed. We 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 bureaus. On 9/8/17 we contacted you via telephone and provided you an update in regards to the account. We provide our contact information for any additional questions or concerns that may arise. Please reach out on that number at any time. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2016/01/12) */
We made the decision to drop Viacom in our customers' best interests, protecting you from a significant increase to your monthly bill. We understand it can be disappointing to lose channels. But we are excited to introduce a variety of updated...
channels that have been requested by our customers. We'll also continue to provide you with the broadband service you need to download and stream your favorite content online. At this time this will not change.
I show that at this time you do have a service call entered in for your digital box. Your last service call was back on 7/12/2014. We will be happy to wave the service call fee if this is not anything to do with our equipment or services we will reverse any service charges. We are happy to assist you at any time please give us a call at XXX-XXX-XXXX
Thank you for informing Vyve that you concerns on with your service. On 5-6-2016, I see that you talked to a customer service specialist at 5:06pm at that time they should have informed you that Vyve had a very large outage and they did...
not have an ETR at that time. Our call center would not know what has taken place in the field with an outage, only the field specialist and our dispatcher would know after the service issue was investigated and/or fixed. In this case on 5-6-2016 there was a commercial power outage with OG&E. OG&E informed us they did not have an estimated time of repair in the area that fed our power supply, that feeds our video service to your home. When OG&E fixes their outage, and only then, would your service with us came back on line. OG&E service fix was at approxamently 7:46PM, and we cleared the outage at that time. I apologize that this caused your service to be out and we will be happy to credit you for that day and you will see that credit on your next statement with Vyve. Please be sure to look at your monthly statement for any upcoming changes with service. At this time the only rate increase there was equipment cost, which was sent out on [redacted]ing statements giving our customers notification. You also, have an option in purchasing your own equipment, which would save you a monthly rental fee. Vyve continues to work closely with the City of Shawnee and Vyve appreciates all our customers’ in-put to provide better service. If, you have service issues with your service, please give us a call at [redacted], one of your specialist will be happy to assist you with any issues that arises. We want all our customers to be satisfied with their service. In the world of fast moving changes there are unseen circumstances that do arise that are not under our control and Vyve will continue to resolved these as quickly as possible. Thank you for being a Vyve loyal customer.
This customer has built a house in a new subdivision extension where we are having to build cable, so to get them active during our construction; we have run a temp drop from an existing line on the street behind them. I have talked to construction, and we are going to shoot for finishing...
construction, and burying his permanent line by this Monday. We originally ran this line to get this customer active so they would not have to wait for the new construction.
We have reached out to the customer and reached an acceptable solution for both parties. Please consider this complaint closed
Complaint: [redacted]
I am rejecting this response because: I was out sick for multiple days. I left a message with [redacted] ###-###-#### on Friday March 23 letting her know I had been ill and I would be out of state on business Sunday March 25 until Tuesday March 27. I called today (Tuesday March 28) and left another message for [redacted] to return my call. I still have not received a call back.
Sincerely,
[redacted]
Vyve’s Response: We apologize for the internet issues which you have experienced. We appreciate the opportunity to get this resolved. We reached out to the Technical Supervisor of the area for any known...
issues. On January 31, 2018 our Support Team Specialist reached out in regards to the internet issues. We discussed the connection issues and not having access to one website. We set up for a technician to come to your home to further investigate the reoccurring issues on Tuesday, February 6, 2018. We will follow up with you after our technician visits on 2/6/18 to verify all issues are resolved. We will care for any billing issues during the follow up. We thank you for being a Vyve Broadband customer. Regards, Vyve Broadband
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]
Initial Business Response /* (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 Wi-Fi extenders are working correctly. Customer was explained to, that depending on the home structure that Wi-Fi might not cover...
the entire home. We understand that they are unhappy with their Wi-Fi service and we apologize for any issues that this might have caused. I 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 again. I will follow up after the customer service call on Saturday. If the structure is causing the issue there isn't anything that we can do on our end. I hope the technician can get her extenders working for them.
Initial Consumer Rebuttal /* (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 20 dollars. I find this completely unfair as I took numerous days off work to sit and wait for someone to come out to fix the problem. My time and problems with there company is worth more then 20 dollars. That is a slap in the face. Now that we finally got service running in our home the shut off our service due to the 68 dollars past due bill I refused to pay due to the crappy service.
Final Business Response /* (4000, 9, 2015/08/04) */
Customer was reconnected and another credit of 81.47 on 7/24/15 was given to customer. We have worked with with this customer in good faith.
Vyve’s Response: We apologize for the issues you incurred with our services. We appreciate the opportunity to address all of your concerns. On February 24th 2018 our Support Team...
Specialist reached out to you. We have adjusted your account for dates 9/1/2017- 2/9/2018. You will receive a refund check in the mail within 90-120 days. If you have any questions, please do not hesitate to reach out to us with the number provided on your voicemail. Thank you for your time and patience as we work through getting this resolved. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2015/06/17) */
Within the last two weeks we have replace the CMT and our technician made some adjustments to the customer's downstream levels. Tech made contact with customer on 6-16-15 to check on services. Services are in good working order.
Initial...
Consumer Rebuttal /* (2000, 7, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The service has been restored and we have had no interruptions for the past week. So far, I am satisfied with this resolution.
Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Mr. [redacted]
We have moved our channels around to fit FCC guide lines. Please contact your home owner associations to see if they would like to check on moving around their packaging. You may also get your own service without paying for...
what your home owners association covers and still be on your tenant bulk account and only pay for what other types of services you would like to watch. If you could give me some examples of channels, we can give you more options to look at please give us a call.
You also, contacted our support group via email and we offered to send out a technician to check on your internet issues. We have not heard back from you at this time. We would still like to setup and appointment to fit your schedule if you would just give us a call please. We want our customers to be happy with their services.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vyve has been in our subdivision almost weekly to correct problems to no satisfaction to any of our homeowners. Therefore, Vyve has no credibility on correcting the service problems. I will agree as to their response. Taking exception to FCC guide lines, their service people have said that it is the intention to drop Grove, OK and not replace dropped programming. Also I am told we will not be receiving digital programming as was advertised and I was give notice of receiving this upgrade to basic service.
Final Business Response /* (4000, 9, 2015/09/14) */
Vyve might be working in the area you live in from time to time. If you're still having an issue with your internet I would greatly appreciate that you let us put in a service call so we can come to your home and check everything so you experience the best quality that we offer you. Without a service call how are we to track down any issues within your home or outside your home? We have several areas that Vyve has purchased that are being upgraded, this takes time. Our engineers are working on how to get fiber line to the Grove area. We look forward to upgrading your area once that is done.
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]
[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]