Vyve Broadband — Local services in Central City

UPDATE After leaving a google review we did receive a response with a customer care email. We also received a call first thing Monday morning, the issue was resolved by midday, and the wifi has been working without interruption! We do appreciate the swift response and restoration of our service. We were also credited for the time our wifi was down. Our local tech was responsive, apologetic, and was able to solve the issue and get our service reconnected. We would definitely recommend him! The issue seemed to stem from our first call to customer service on Fri morning after the install when we were told that the problem would be fixed "internally" and we would receive a call right back when service was restored. After 4 hours with no callback we again called in and were made to feel that it was our fault for waiting until "fri afternoon" for a call for "service", with no apology and no resolution offered before the weekend. Other than this interaction we were pleased with the response to our frustration with the failed repair/installation. As a result we have decided to continue with our service as we have been customers for several years with only minor issues until recently.**

We have been Vyve customers for several years. Recently our wifi has been unreliable, going down several times a day for anywhere from a minute to an hour, oftentimes resulting in the need to call and have a signal sent to reboot the system. We had a tech come out (who has been great! No complaints!) and he tinkered with it and suggested we upgrade our equipment. The problems kept occurring despite the service call so we called to upgrade the equipment. It was installed this morning at 0830 and within an hour the wifi was down again with no ability to restart it. My husband called immediately and was told it was an "internal issue" and he would get a call back when it was resolved. After 4 hours with no call back, he called again and was then told that the soonest anyone could come out for "service" would be Monday as it was "already Friday afternoon." We are stuck with no internet for at least 3 days with brand new equipment that evidently can't be restarted. We shouod have just stuck with the old equipment, at least we could occasionally get a signal! My husband works from home and relies on wifi, as do I for remote work. Besides that, we now have no TV, no cameras, etc. We are extremely disappointed with this "upgrade" which has made our wifi completely unusable. We will be asking for a prorated bill for the days of unavailable service and will most likely be switching to Allo if the service isn't restored. We understand that things happen, equipment goes bad, etc, but when we call for service on a brand new install that worked for 60 minutes at best, we expect to not be put in the basic service queue with no resolution other than to get in the line for next week's schedule. Very...

We felt it was time to downsize our monthly bill when it reached over $250 a month and wanted to just keep the wi-fi and stream our favorite channels. They are always happy to increase our services, but if you want to decrease the service, you will get the runaround or they try to talk you out of it. My wife called again today and verified our account number, our address, phone, etc. She was approved to speak with them, but once she wanted to remove our cable portion, they said that only the spouse could do this since I was first on the bill. I did get on their phone call and said that we are wanting to downsize and that I approved my wife to make any changes. I said my wife also set up the account and pays the monthly bill on this account and I don’t really have much to do with this. Then the customer rep told me I had to call back as he would not accept talking into my wife’s phone and needed to talk on the same LINE by a conference call. It made absolutely no sense! So basically, they will not follow my wife’s OR my request! Customer Services said we also needed to do this before 5:30PM. If we were to put back our cable, we would look for a different company. It’s sad because we generally get good service as long as Vyve doesn’t transfer us to their customer service rep who makes everything difficult ON PURPOSE. I did move this from 1 star to 3 after i recived a message stating they will address their process. I hope they do for all their other customers. It should be a simple matter to make changes when you are paying...

Absolutely can't wait for hamilton to come to central city. It'll be more expensive but trust me, the reliability is well worth it. Speeds vary widely and still during peak hours, internet cuts out completely for 2-3 seconds every minute or so and tech support refuses to even acknowledge the problem. Ive offered to show them tests multiple times and they refuse to look at them. Completely messed up routing paths that they refuse to acknowledge too. I don't know the most about this stuff and yet, anyone with basic computer knowledge knows more than most of the tech support staff. If you can go elsewhere, do it, you won't regret it. But I understand for a lot of people they're the only game in town so they don't have to be good which is a shame.

Edit in response to vyves reply under this: I have attempted to discuss problems with you before and have been met with ignorance and unwillingness to investigate my concerns. You have my complaints on file. Just because I post a negative review, now you are interested in discussing them again. Shows this...