Vyve’s Response: We thank you for reaching out to us and apologize for the issues you experienced regarding installation of our services. We appreciate the opportunity to address all of your concerns. On February 22nd & 23rd our Support...
Team Specialist reached out, but was unable to contact you. We discussed your concerns with our Technical Supervisor for your area and it was determined your address is not serviceable. We would be glad to gain you as a Valued Vyve customer. We requested a “Cost to Build” services to your home and have that information. If you wish to have the services installed, the “Cost to Build” amount would need to be paid before the build and installation can be completed. Please feel free to contact us with the number provided in your voicemail. 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.
Sincerely, I tried to return 1st call and was put on hold for about10 min.never talked to any one other than being told to wait another day for another call .will see how much bill adjustment i see for no tv service
[redacted]
Vyve’s Response: We apologize for the complications experienced with getting the line buried. We are pleased to report that this was taken care of as of 9.20.2017. Our field Operations Manager and a member of our Support Team reached out to confirm that this has been addressed and taken care...
of. We 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 markets. Thank 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 contact. As always, thank you for being a Vyve customer and we appreciate your business. Regards, Vyve Broadband
Vyve’s Response to Rejection: We appreciate the additional feedback in regards to your concerns. We did do a full review of the contact that occurred on August 8th, 2017 with our agent in regards to your account. At this time it was requested by you that we disconnect the services on the 22nd of August and as stated in your original complaint the agent agreed. This was inputted into the system incorrectly and was dated for September 1st. When you reached out to us on August 22nd in regards to the disconnection our team was able to correct the error and have a technician complete the order that day. One of our technicians did go out and disconnect this service from the pole on August the 22nd. The work order did not include instructions to collect equipment from residence, usually customers in this area would return the equipment to the local office or we also have the option to have pre-paid labels sent out for the return of the equipment. We can assure you all our representatives are educated on proper process to ensure these situations do not occur in the future. We apologize this occurred on your account. Refunds are generally processed after an account has been in an inactive status for 60 days to allow time for equipment return as well as reconnection of service should the customer choose to do so. We are constantly working to improve customer experience and your feedback is vital to this process. Thank you for allowing us the opportunity to assist you with your concerns. Regards, Vyve Broadband
Complaint: [redacted]
I am rejecting this response because: I earlier explained he's my child's father , we WERE together , as stated we have different addresses on our drivers license. How did I get two accounts with vyve? that's allowed ? why wasn't it applied when the second account was opened? The account at [redacted], when I WAS living at the address NEVER worked network issue and I RETURNED ALL EQUIPMENT TO THE OFFICE IN WAYCROSS. But , I'm truly tired of this back and forth so I will have my attorney finish this , they will be in touch. Thank you
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I spoke with your representative after work on the 21st. While she was very polite, she stated the service was originally scheduled for 09/01/17. Fact: It was scheduled with me on the phone on 08/08/17 for 08/22/17. She stated service had been disconnected as requested on 08/21/17 as it had to be the day before the physical disconnect. However, that left me with 2 days unused service and she said Vyve would now send a refund out immediately. This was an entire month after the supposed service disconnect. Fact: Service was not disconnected on Vyve's end prior to my Revdex.com complaint, shown by no reimbursement for unused service until my complaint was received. "We don't do that" was the response on my request for some type of compensation for losing an entire day's work due to Vyve's negligence. As shown above, Vyve's response and position in this matter do not accurately reflect the facts.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/02/02) */
Mr. [redacted] called in on 1/19 to setup internet service. He was scheduled on 1/25 for install. Once the tech came out to install the service, his home signal levels did not pass our inspection code and that is why we requested a main line tech....
Main line tech came back out and fixed the issues causing the customer not to have his install done on the 25th. The next available date to have the technician come back out was on the 2nd of February, I understand that the customer was booked with his work and we did offer to come out when he is available. We require that someone over the age of 18 must be present for any type of install. This is not only for the safety of our customer but, the safety of our technicians. If the customer was unhappy with that arrangement, we could have escalated the install and we would have tried to accommodate him in a timely manner to fit his needs. The customer refund was given back to him on 1/26 in the amount of $89.99 in which was the amount that the customer pre-paid. We apologize that we did not meet the customer's expeditions at the time but hope that maybe in the future he will reconsider.
Complaint: [redacted]
I am rejecting this response because:I have still yet to hear from anyone regarding the issue, also it's not all about the money it's about fixing the current problem before continuing to sign up more customers in an area that already is facing significant issues.
Sincerely,
[redacted]
Initial Business Response /* (1000, 21, 2015/09/28) */
Customer issues have been taken care of and a refund was issued in June. If customer did not recieve her refund please call us at 1/855/367/8983
Final Consumer Response /* (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 27th. It 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 6 months.
We are still waiting for the credit! Would not recomend this company to anyone.
A tech went and completed the work on November 8th and restored the service. We also spoke with the customer and verified that all services are working. Please consider this complaint resolved
Complaint: [redacted]
I am rejecting this response because: The automatic draft could have been taken off my account after a 6 month period. I also made a phone call about taking the summarized draft off my account in April. This could have been avoided had another representative I spoke with provided me with this information. Even with the install of my equipment I was sold a second room to be connected and I would pay a little bit more. When 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 connected. I was charged for the connection that never happened. Although I have been credited back for the months that I was charged for the additional room. This information should have been given. This company has been nothing but a hassle since day one. It does not seem like any of the representatives that I have spoken with can provide all information need or the correct information.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We want to address our customer's issues with in a timely manner. We went to the home just before this complaint and have rewired their outlet at no charge and worked on the lines in their area. At this time we have given the customer a month of...
credit for their ongoing issues with their internet. And we put the customer on a $10.00 off per month for the next 12 months. We want our customers to enjoy their service. If you have any issues please give us a call, our call center is open 24/7. Thank you for being a loyal Vyve customer.
Initial Business Response /* (1000, 15, 2015/12/01) */
Mr. [redacted], emailed customer service about speed issues on 10/11, and tech support was contacted. No known issues in the customer area, informed customer. We have not heard from the customer since. We are showing a 2 month gap from Jun. to Aug...
and Aug to Oct where we have not heard from the customer regauding any issues. Service calls show the following:
6/12 service call issued for drop in speed.Tech went out on 6/17 completed w/o.
8/2 service call issed for drop in speed. Tech went out 8/7 . All service levels per tech were within range.
8/22 service call issued for dropped connections. Tech went out on 8/28. Looked at customers issues. This was the last service call for the customer. Since we received this information from you we have reached out to the technical supervisor and he has advised us that, we have purchased a new CMTS and it will be in place to correct any speed issues that Mr. [redacted] has at this time. That will be in place in January 2016. At this time we have compensated the customer by lowering his bill another 20.00 per month for the next 6 months. That will cover the slower speeds that he has had and it will continue for another 3 months after his issue is fixed. Customer is on a discounted rate at this time. We'e viewed internet usage and for the last 3 months he is using an average of 120 GB per mo.
Initial Consumer Rebuttal /* (2000, 17, 2015/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has given me 2 50% discounts in the past few months. The speed seems to be a little more consistent but improvement is still vastly required to maintain a steady and reliable speed level.
I will monitor their progress and resubmit a complaint again should the service not improve more or drops below an acceptable level once again.
The customer reached out to us in May to report issues with the phone service only and then again on July 12th reporting internet issues. After speaking with the state manager we have determined that we would need a service tech to come to the home and investigate and resolve the issue. At the time...
of resolve we will also be able to adjust for the timeframe that the customer has been without the service. We phoned the customer today at the number on the account and left a voicemail asking for a callback to setup a time for the tech to come out, I left my direct number for the customer to return my call and schedule a time to fit her schedule.
I sincerely apologize for this experience. Please allow me some time to research and find a solution. I was unable to locate an account for this name, account number given, and phone number given. Could you provide me with this information so I may gain access to the account? If you are unable to...
send through the portal. You can also send to [redacted]@vyvebb.com and it will come to me as well. I 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 account. We 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 mission. We have confirmed that the credit was applied for the additional equipment that was charged. When contact was made in April the account had not been active for 6 months or more – and it was not eligible for removal of auto draft per the credit guidelines in place when the account was initially activated. Our Escalation Support Specialist did take the necessary measures to ensure that this does not occur again. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2015/06/15) */
We are looking into your claims and will respond shortly. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is simply a statement that...
they will look into it. Looking into a complaint is not a resolution to said complaint.
Final Business Response /* (4000, 10, 2015/06/23) */
Vyve have replace the CMT and the technician made some adjustments to the customer's downstream levels. Tech made contact with customer on 6-16-15 to check on services. Customer indecated that it was satisfactory with him. Mrs. has turned in a report stating that she is satisfied with services. If there are any other issues please reach out to customer service so we can address them. Thank you for being a Vyve customer.
Final Consumer Response /* (2000, 12, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Vyve’s Response We thank you for reaching out to us with your concerns. We apologize for the troubles you have experienced with your services. We attempted several times to contact you via telephone and on 12/1 we briefly spoke with you and were advised to follow up 12/4. We would like the...
opportunity to review your account to provide all options available and assist with any billing questions you may have. Thank you for being a loyal customer. Regards, 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 7/1/2015 because of the...
saturation issue during peak hours. We have added another $10.00 off for the next 6 month. We apologies for any problems this has caused the customer. Once we have corrected the issue we will let Mr. [redacted] know. Thank you
Vyve Response: 9/21/17 We apologize for the series of events that occurred in getting your service disconnected. We have reviewed the account and are able to confirm that billing was stopped as of 8.21.2017 as requested. At this time you have not been billed for any additional services past that...
date. We have also verified that all equipment has been removed from the account and there are no additional charges for unreturned equipment. On 9/21/17 we attempted to reach out to you in regards, to the account. We were able to briefly; speak with you and provided a direct contact number for one of our Support Team Specialists. Please reach out whenever you are available.Thank you for your feedback and if you ever move back to a Vyve service area we hope that you will consider us as your provider. Regards, Vyve Broadband
Vyve’s Response: We thank you for reaching out to us and apologize for the issues you experienced regarding installation of our services. We appreciate the opportunity to address all of your concerns. On February 22nd & 23rd our Support...
Team Specialist reached out, but was unable to contact you. We discussed your concerns with our Technical Supervisor for your area and it was determined your address is not serviceable. We would be glad to gain you as a Valued Vyve customer. We requested a “Cost to Build” services to your home and have that information. If you wish to have the services installed, the “Cost to Build” amount would need to be paid before the build and installation can be completed. Please feel free to contact us with the number provided in your voicemail. 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.
Sincerely, I tried to return 1st call and was put on hold for about10 min.never talked to any one other than being told to wait another day for another call .will see how much bill adjustment i see for no tv service
[redacted]
Vyve’s Response: We apologize for the complications experienced with getting the line buried. We are pleased to report that this was taken care of as of 9.20.2017. Our field Operations Manager and a member of our Support Team reached out to confirm that this has been addressed and taken care...
of. We 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 markets. Thank 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 contact. As always, thank you for being a Vyve customer and we appreciate your business. Regards, Vyve Broadband
Vyve’s Response to Rejection: We appreciate the additional feedback in regards to your concerns. We did do a full review of the contact that occurred on August 8th, 2017 with our agent in regards to your account. At this time it was requested by you that we disconnect the services on the 22nd of August and as stated in your original complaint the agent agreed. This was inputted into the system incorrectly and was dated for September 1st. When you reached out to us on August 22nd in regards to the disconnection our team was able to correct the error and have a technician complete the order that day. One of our technicians did go out and disconnect this service from the pole on August the 22nd. The work order did not include instructions to collect equipment from residence, usually customers in this area would return the equipment to the local office or we also have the option to have pre-paid labels sent out for the return of the equipment. We can assure you all our representatives are educated on proper process to ensure these situations do not occur in the future. We apologize this occurred on your account. Refunds are generally processed after an account has been in an inactive status for 60 days to allow time for equipment return as well as reconnection of service should the customer choose to do so. We are constantly working to improve customer experience and your feedback is vital to this process. Thank you for allowing us the opportunity to assist you with your concerns. Regards, Vyve Broadband
Complaint: [redacted]
I am rejecting this response because: I earlier explained he's my child's father , we WERE together , as stated we have different addresses on our drivers license. How did I get two accounts with vyve? that's allowed ? why wasn't it applied when the second account was opened? The account at [redacted], when I WAS living at the address NEVER worked network issue and I RETURNED ALL EQUIPMENT TO THE OFFICE IN WAYCROSS. But , I'm truly tired of this back and forth so I will have my attorney finish this , they will be in touch. Thank you
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
I spoke with your representative after work on the 21st. While she was very polite, she stated the service was originally scheduled for 09/01/17. Fact: It was scheduled with me on the phone on 08/08/17 for 08/22/17. She stated service had been disconnected as requested on 08/21/17 as it had to be the day before the physical disconnect. However, that left me with 2 days unused service and she said Vyve would now send a refund out immediately. This was an entire month after the supposed service disconnect. Fact: Service was not disconnected on Vyve's end prior to my Revdex.com complaint, shown by no reimbursement for unused service until my complaint was received. "We don't do that" was the response on my request for some type of compensation for losing an entire day's work due to Vyve's negligence. As shown above, Vyve's response and position in this matter do not accurately reflect the facts.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2016/02/02) */
Mr. [redacted] called in on 1/19 to setup internet service. He was scheduled on 1/25 for install. Once the tech came out to install the service, his home signal levels did not pass our inspection code and that is why we requested a main line tech....
Main line tech came back out and fixed the issues causing the customer not to have his install done on the 25th. The next available date to have the technician come back out was on the 2nd of February, I understand that the customer was booked with his work and we did offer to come out when he is available. We require that someone over the age of 18 must be present for any type of install. This is not only for the safety of our customer but, the safety of our technicians. If the customer was unhappy with that arrangement, we could have escalated the install and we would have tried to accommodate him in a timely manner to fit his needs. The customer refund was given back to him on 1/26 in the amount of $89.99 in which was the amount that the customer pre-paid. We apologize that we did not meet the customer's expeditions at the time but hope that maybe in the future he will reconsider.
Complaint: [redacted]
I am rejecting this response because:I have still yet to hear from anyone regarding the issue, also it's not all about the money it's about fixing the current problem before continuing to sign up more customers in an area that already is facing significant issues.
Sincerely,
[redacted]
Initial Business Response /* (1000, 21, 2015/09/28) */
Customer issues have been taken care of and a refund was issued in June. If customer did not recieve her refund please call us at 1/855/367/8983
Final Consumer Response /* (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 27th. It 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 6 months.
We are still waiting for the credit! Would not recomend this company to anyone.
A tech went and completed the work on November 8th and restored the service. We also spoke with the customer and verified that all services are working. Please consider this complaint resolved
Complaint: [redacted]
I am rejecting this response because: The automatic draft could have been taken off my account after a 6 month period. I also made a phone call about taking the summarized draft off my account in April. This could have been avoided had another representative I spoke with provided me with this information. Even with the install of my equipment I was sold a second room to be connected and I would pay a little bit more. When 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 connected. I was charged for the connection that never happened. Although I have been credited back for the months that I was charged for the additional room. This information should have been given. This company has been nothing but a hassle since day one. It does not seem like any of the representatives that I have spoken with can provide all information need or the correct information.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We want to address our customer's issues with in a timely manner. We went to the home just before this complaint and have rewired their outlet at no charge and worked on the lines in their area. At this time we have given the customer a month of...
credit for their ongoing issues with their internet. And we put the customer on a $10.00 off per month for the next 12 months. We want our customers to enjoy their service. If you have any issues please give us a call, our call center is open 24/7. Thank you for being a loyal Vyve customer.
Initial Business Response /* (1000, 15, 2015/12/01) */
Mr. [redacted], emailed customer service about speed issues on 10/11, and tech support was contacted. No known issues in the customer area, informed customer. We have not heard from the customer since. We are showing a 2 month gap from Jun. to Aug...
and Aug to Oct where we have not heard from the customer regauding any issues. Service calls show the following:
6/12 service call issued for drop in speed.Tech went out on 6/17 completed w/o.
8/2 service call issed for drop in speed. Tech went out 8/7 . All service levels per tech were within range.
8/22 service call issued for dropped connections. Tech went out on 8/28. Looked at customers issues. This was the last service call for the customer. Since we received this information from you we have reached out to the technical supervisor and he has advised us that, we have purchased a new CMTS and it will be in place to correct any speed issues that Mr. [redacted] has at this time. That will be in place in January 2016. At this time we have compensated the customer by lowering his bill another 20.00 per month for the next 6 months. That will cover the slower speeds that he has had and it will continue for another 3 months after his issue is fixed. Customer is on a discounted rate at this time. We'e viewed internet usage and for the last 3 months he is using an average of 120 GB per mo.
Initial Consumer Rebuttal /* (2000, 17, 2015/12/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has given me 2 50% discounts in the past few months. The speed seems to be a little more consistent but improvement is still vastly required to maintain a steady and reliable speed level.
I will monitor their progress and resubmit a complaint again should the service not improve more or drops below an acceptable level once again.
The customer reached out to us in May to report issues with the phone service only and then again on July 12th reporting internet issues. After speaking with the state manager we have determined that we would need a service tech to come to the home and investigate and resolve the issue. At the time...
of resolve we will also be able to adjust for the timeframe that the customer has been without the service. We phoned the customer today at the number on the account and left a voicemail asking for a callback to setup a time for the tech to come out, I left my direct number for the customer to return my call and schedule a time to fit her schedule.
I sincerely apologize for this experience. Please allow me some time to research and find a solution. I was unable to locate an account for this name, account number given, and phone number given. Could you provide me with this information so I may gain access to the account? If you are unable to...
send through the portal. You can also send to [redacted]@vyvebb.com and it will come to me as well. I 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 account. We 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 mission. We have confirmed that the credit was applied for the additional equipment that was charged. When contact was made in April the account had not been active for 6 months or more – and it was not eligible for removal of auto draft per the credit guidelines in place when the account was initially activated. Our Escalation Support Specialist did take the necessary measures to ensure that this does not occur again. Regards, Vyve Broadband
Initial Business Response /* (1000, 5, 2015/06/15) */
We are looking into your claims and will respond shortly. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is simply a statement that...
they will look into it. Looking into a complaint is not a resolution to said complaint.
Final Business Response /* (4000, 10, 2015/06/23) */
Vyve have replace the CMT and the technician made some adjustments to the customer's downstream levels. Tech made contact with customer on 6-16-15 to check on services. Customer indecated that it was satisfactory with him. Mrs. has turned in a report stating that she is satisfied with services. If there are any other issues please reach out to customer service so we can address them. Thank you for being a Vyve customer.
Final Consumer Response /* (2000, 12, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Vyve’s Response We thank you for reaching out to us with your concerns. We apologize for the troubles you have experienced with your services. We attempted several times to contact you via telephone and on 12/1 we briefly spoke with you and were advised to follow up 12/4. We would like the...
opportunity to review your account to provide all options available and assist with any billing questions you may have. Thank you for being a loyal customer. Regards, 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 7/1/2015 because of the...
saturation issue during peak hours. We have added another $10.00 off for the next 6 month. We apologies for any problems this has caused the customer. Once we have corrected the issue we will let Mr. [redacted] know. Thank you
Vyve Response: 9/21/17 We apologize for the series of events that occurred in getting your service disconnected. We have reviewed the account and are able to confirm that billing was stopped as of 8.21.2017 as requested. At this time you have not been billed for any additional services past that...
date. We have also verified that all equipment has been removed from the account and there are no additional charges for unreturned equipment. On 9/21/17 we attempted to reach out to you in regards, to the account. We were able to briefly; speak with you and provided a direct contact number for one of our Support Team Specialists. Please reach out whenever you are available.Thank you for your feedback and if you ever move back to a Vyve service area we hope that you will consider us as your provider. Regards, Vyve Broadband