Vyve Broadband — Local services in Mount Shasta

5-year Customer here with an ongoing annual up charge that I continued to pay until I discontinued my service today. I recently moved and decided to move my service to my new residence with a scheduled service date. After two weeks of lack of communication by the COMPANY (not the technician she was quite knowledgeable and friendly!) and an ongoing effort BY ME to install internet I continued with phone calls, ongoing circles, and “supposed” escalated tickets. Just to then end up without the ability of service two weeks after the initial install.

However, going into the Mt Shasta office to return my modem and pay my final bill was probably even a worse experience. Rather than showing any sort of empathy to my frustrations after inquiring why I was being told different information (Again, I explained she may have not had the answer because I had been speaking to so many other representatives) and inquiring if there could truly have been an installation I was met with attitude by Cierra. Also, this office due to staffing has lack of ability to answer their phone and when paying your final bill please be sure to not go in just right after 4pm because credit card machines will be wrapped up for the day, you’ll have to pay in exact cash, and/or have your checkbook ready!

I am so very disappointed with my interaction today with Vyve Mt...

Local Customer service is not fun...very frustrating. It is like i am the enemy trying to get secrets out of them. Customer service and Technical help out of Atlanta is always great. Service techs coming to the house are decent. Larry is really good if you can get him. Brought router back and got our own after it failing many times and them not taking responsibility for it. It always seemed like it is our fault when things go bad. New router has had great service...it was their router for 2 years of frustration. We are in tech so we knew this but they argued. So they set up a test waited 2 weeks and they had forgotten about us. No apology but again it was our fault. Website says 100 mbps now available so i call and it is not but we watched them put in the lines last September and say it was scheduled for January 2017. So i probe for an install date and i feel like i interrupted the guy from eating his lunch. Some of their customer service is the worst i have experienced and some of it is the best but local office needs some customer service training for sure...but hey they are the only game in town...so who cares!

UPDATE: Hey it is 14 months since the fiber optic cable was installed and i just called again to see when it is available (10-24-2017)...they still have no...

Update: after never receiving the speeds we were paying for and horrible customer service we cancelled our account. I needed to ship the modem back and called on 3 separate occasions for a shipping label - each time they said they emailed it... it did not arrive and yes, I checked spam. Now being charged $100 for a modem that was never worth $100 and which they charged me for every month of service. CALL ANYONE ELSE FOR INTERNET SERVICE

If I could give them a negative rating I would… I was given a window of 12 to 4. When I called and asked if they could narrow that down at 1, they said the appointment was really 1 to 5, And someone would be calling me shortly with an ETA. 4:15, no phone call. I called again, and was put on hold for 40 minutes just to be told they didn't know when he would be here but that the appointment was not cancelled. It's 530, no phone call I'm leaving. This was for a rental house, I have been sitting in my...