Mena, Arkansas
Not resolved
0 comments

Vyve "Broadband" bought out our local mom and pop ISP in 2014. I put broadband in quotes because despite many promises of 105Mbps connections, in the two years since Vyve bought out our local company, our 10Mbps service (that's not a typo, the best service Vyve offers in this area is TEN Mbps, which doesn't even qualify as a broadband connection by FCC standards) has gotten worse if anything. We have outages at least once a month, but more often than not multiple times a day.

For the past 3 weeks, we have not been able to use the internet during the day. Vyve's router/modem constantly shows, poor upstream or downstream signal (or both), it resets itself several times an hour, running network diagnostic tools shows an unbelievable amount of packet loss. Call in to tech support and they see a problem but they say it's not a software problem, it's a hardware problem so they will schedule a tech (this is after jumping all their hoops and dealing with multiple rude and arrogant tech support individuals). They have sent out a tech to our home 5 times now in the past 3 weeks for the same problem. The first time the tech told us that he can't fix it if it's not having problem while he's here (he was here a total of 5 minutes and we had logs of what it had been doing for the hour before he was here that he refused to look at). The internet dropped out again 15 minutes after he left. More of the same the second time he came out. The third time he came out, he determined it was a faulty modem/router. He replaced the modem/router and declared the problem fixed since it came on when he plugged everything in. 5 minutes after he left it was out again. The fourth time he came out, he supposedly replaced all the wiring and fittings from the box outside into our house. Again, he declared the problem fixed and then the internet was out again 10 minutes after he left. Tech support scheduled him to come out again the next day with his supervisor but instead he called us and said that he would not be coming out and that his supervisor would be out the next week. Supervisor shows up, says he found problems the tech missed or just didn't see. Replaces one part out on the lines almost 1/4 mile from our house that he said was overheating and says we can text him if we have anymore problems. Internet starts acting up again an hour after he left. We texted him to let him know, wait 24 hours with no response from supervisor before calling tech support. Tech support says they don't have any record of that supervisor ever even coming to our house much less replacing anything but that we did still have an open tech support ticket.

We got our bill in the mail and there is a $40 charge for a field visit. Call Vyve to ask what the charge is and we were told that the day the tech called and didn't show up for our 5th visit in three weeks, he submitted the ticket say that there was nothing wrong so we were charged for the visit!!! He never even came to our house that day! He called telling us that he would not be showing up! Supposedly that charge has been removed since we still had an open ticket for the same problem but really!?! We have been told multiple times that we will receive a credit when the problem is fixed but now it feels like they are trying to pad the bill to offset the credit!

I've included a screenshot of our service over the past hour. All the red lines are packet loss significant enough to cause a loss of service. The wide red lines are where the router/modem completely reset itself. If Vyve cannot even properly maintain a 10Mbps connection, I have little hope we will ever see a true broadband connection of 25Mbps, much less the 105Mbps connections they promised us 2 years ago! Add to this the problems we've had with billing customer service, promises of a call back on an issue, but we never get a call and then being told that they have no record of anyone telling us they would call us back... It's an absolute mystery to us how Vyve manages to stay in business, much less hold a monopoly on internet service in rural areas.

Oh and we tried submitting a complaint to the BBB about the service we have received from Vyve. The response we received was that we need to have a service tech come check out the lines at our house and that they will be upgrading our service "soon".....

This person wrote the review because of bad quality at Vyve Broadband and attached a photo. Reviewer claimed that he or she wants Vyve Broadband to read this review and look into the issue (if any).

If you have a chance, please contact him/ her to briefly discuss his/ her negative experience with the company.

We collected other reviews about products and/or services offered by Vyve Broadband and vyve broadband internet service for you to read. This information may help you with your purchase decision.

Had an Experience with Vyve Broadband?

Write a review

Comments

Terms of Service
Post Comment
Cancel

You May Also Like

Directv - Sales Representative Lied Regarding Sales Offer Directv "On 9-14-17, I was approached by a Direct TV sales representative, offering promotional sales for service. Since I had Uverse service and was looking to lower the cost of my..." Read more 5linx - Please Do Your OWN Research Before Making Comments! 5linx "I sit hear and read all these interesting comments and it just baffles me at the way people communicate their feelings. If anyone has ACTUALLY taken the time to..." Read more My Family Mobile - BEWARE! RIPOFF WARNING!!!!! My Family Mobile "We canceled our service with WALMART Family Mobile in November 2016 and had the cell number ported to another provider. WALMART has continued to bill us without explanation and is..." Read more Ooredoo - Slow 4G Internet Speed Ooredoo "I have never complained about the 4G service that I have been getting from Ooredoo Kuwait, until about the second half of 2015. Before the mass roll-out of Ooredoo's more..." Read more Little Caesars - Liars Little Caesars "My husband and i just went through the little caesars on Reynolds Road in Bryant. We ordered one order of crazy bread extra butter and Parmesan and a deep dish..." Read more Fooled by "express deal" on Priceline Priceline "Booked 3 star, hotel was NOTHING like a Hyatt or similar as Priceline described. I have pictures. It was not the hotel's fault, employees were nice, but more like a..." Read more Maaco - Bad paint job and broke window Maaco "Took my SUV in to have the driver side painted. Plan black was used and you can see the difference because I have sparklers in my black paint. But when..." Read more Northern Tool And Equipment - Brand New Generator Caught Fire Due to Gas Leak Northern Tool And Equipment "Whatever you do DO NOT BUY A GENERATOR from this company. Last week my brand new $1800 13000 watt generator blew up and caused my house to catch fire. The..." Read more