Rise Broadband

Dear [redacted] , Thank you for contacting us via the Revdex.comWe appreciate the opportunity to address these issues with youIt is noted that the account was closed today, September 13, Because the account was closed while the account was under contract, an additional $ charge was added, leaving a current balance of $After thoroughly reviewing the account and speaking with our Network Area Supervisor, we have found several instances where a call was placed to our technical department, indicating issues with slow speedsThe area in which service is being received is currently suffering from Degradation of service during Peak Usage hours, and while we are doing our utmost to improve the network, there is not an estimated timeframe for when the issues will be completely resolvedWe are taking measures in the meantime in order to mitigate the impact on our customers, however we completely understand your frustration with the service being provided and decision to get service from another providerDue to the service issues experienced, Rise Broadband has agreed to waive the Early Termination Fee on the accountThis credit should post to the account within one to two business daysThis will leave a balance on the account of $Thank you for having been a valued Rise Broadband customer [redacted]

Complaint: [redacted] I am rejecting this response because: The email they send me on the last day of the month should show the actual charges due This quote is exactly from their email"You will be notified in the event that you use the full GB of data and you purchase additional usage" So as this is their email and their words why does the amount differ? Per your response date overages are updated every hours so your telling me that when you send the email on the last day of the month it is WRONG? So does your month have different dates than mine? Response also states the service dates of 10/to 10/so again you are saying in your emails that you send out only as a courtesy are worthless? Then maybe you shouldn't send them out at all as they are deceptiveWhy is it unfortunately that since July of this year the account in question has consistently gone over the GB data cap in place? I have no problem paying these additional charges this wasn't part of the complaint the complaint is that you are overcharging monthly by at least $a month, so if you are overcharging every customer that's a lot of extra cash for your company Again its only unfortunate for the customer as we are the one payingYes I am a valued customer off over years and have never used excess data but my grandson moved in and his playstation uses lots, he has now moved again and I won't ever have to pay to use these excessive charges again but I believe you should change the wording in your OWN email to reflect that these are not final charges for the month because you can't seem to send a email on the last day of the month or billing cycle with the correct fees Sincerely, [redacted]

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe sincerely appreciate the opportunity to address your inquiry We sincerely regret learning of the damages that were incurred and the delay in response time which further exacerbated the situation It is the continuous objective of Rise Broadband to provide a positive and efficient customer service experienceWe genuinely apologize that this was not consistent within these multiple encountersOur Executive Services Team resolves all damage claims for Rise Broadband, unfortunately this information was not forwarded to the appropriate department prior to the Revdex.com complaintWe will be happy to work with you to get this matter resolved and any necessary repairs done as quickly as possibleI will be handling this damage claim personally, and I give you my full assurance that I will work diligently to get this matter resolved in an expedient matter moving forwardThank you for bringing this matter to our attention and again, we sincerely apologize that this was not communicated to us until this timeThank you for being a valued Rise Broadband customer, and I look forward to working with you to get this resolvedThank you, [redacted]

Dear [redacted] Thank you for contacting us through the Revdex.com regarding the Early Termination Fee associated with this Rise Broadband accountWe sincerely apologize that we were unable to deliver the internet experience that was expectedOur primary goal is to provide the best internet and the best customer service possibleWe deeply regret if this was not what you experiencedAfter reviewing the account, we note that calls were placed to our Technical Support within three days of installationIt appears that we were unable to provide optimal service from the beginning As such, we are waiving the Early Termination Fee that was placed on the account A credit of $was applied to the account today, September 7, 2017, leaving a credit balance of $A check for that will be mailed to [redacted] ***Please be aware it can take several weeks for this check to be processed and receivedWe are grateful that you tried to obtain service with Rise Broadband and are genuinely sorry that we could provide the service you were hoping forThank you for your interest in Rise BroadbandAll the best, [redacted]

[redacted] , We apologize for the miscommunicationUnfortunately, we will not be able to waive the early termination feePer our terms and conditions, any service that requires a minimum term commitment will require an early termination fee should that service be cancelledhttp://risebroadband.com/legal/broadband-internet-terms-and-conditions-...⇄ Here is the link to those terms, the information I am quoting is under Term/Cancellation PolicyAgain I apologize for the miscommunication but the charges do stand***, Escalations Specialist

Dear [redacted] , June 30, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concernsWe have reviewed your account and are aware that you have been experiencing ongoing service issuesWe have provided a one month service credit on the account totaling $due to the recent issues with the towerOur network team is working on establishing a time frame to rebuild the towerUnfortunately at the moment we do not yet have a specific dateRise Broadband did a rate change in December which encompassed its customer baseThis was the first rate change Rise Broadband had done in a four year periodLetters were mailed out starting in October in regard to thisThe base package price for your contract did not alter since the initial contract was signedWe sincerely apologize for the long hold times you experienced when you attempted to reach usWe are constantly striving to improve our call volumes and wait timesWe did note with regret that you had opted to cancel your serviceAfter an in depth review of your account and referring back to our company policies, it is our decision that the $early termination fee is a valid charge and will remain applied to the accountAgain, we sincerely thank you for your time as well as your previous service with Rise BroadbandThank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedThank you, [redacted] Escalations Specialist

Complaint: [redacted] I am rejecting this response because: I do not believe that I should be held responsible for paying for service I did not receive and had requested the termination of my serviceTheir response was that I should have called the company at a different time when calls were being answered fasterReally, I have a job and cannot be on the phone for hours and hours waiting for them to answerI attached a copy of my on-line attempt to cancel service Sincerely, [redacted]

Dear [redacted] ***, Thank you for contacting the Revdex.com with the concerns regarding the service issues and the Early Termination Fee waiver, and we would like to share the following; Rise Broadband makes every effort to provide the services that our customers are promised, and when service issues occur we work to correct and resolve the issue as quickly as possibleDue to the type of internet provider that Rise Broadband provides, which is a Fixed Wireless Internet Service Provider, we cannot guarantee our full speeds at all times, though we do try and get as close as possible We show that we were first contacted with slow speeds on 12/28/during the late evening hoursWe were contacted again later that evening without service and some basic trouble shooting restored service We were contacted again on 01/01/with slow speeds again and the case was escalated to our Tier II (2) Technical Support departmentOn 01/02/we were contacted and a request to speak with a supervisor was made On 01/06/contact was made again about slow speeds and a complaint was made that no supervisor had reached out as was requestedLater that day, a supervisor reached out and the decision to send out a Technician was madeThe Technician arrived on 01/08/and replaced some cabling and equipmentThis appears to have resolved the issue, and no further contact has been made sinceIf service issues are still present, we highly recommend contacting our Technical Support team when the service issues are ongoing so that we can do additional tests to help resolve the problem In light of the service issues, and the poor customer service received, we have provided a credit of $13.53, equivalent to two weeks of service in credit, not including taxes and feesApplicable taxes and fees will be automatically prorated onto the account once the credit posts to the accountThis credit should post to the account within one to two business days Thank you very much for your time and patience in this matter, and for having been a valued Rise Broadband customer David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

[redacted] ***Having looked into your account, we saw that the tech did report water damage to us the day the equipment was picked upWe have it in his notes and ours that the equipment was checked, as all equipment is, and found damagedOur techs are trained in how to assess the equipment and are the final say on whether there is an issue or notUnder our terms and services, we state that only a technician is allowed to install, modify, or remove our equipmentThose terms can be found at our website, at the bottom of the page under information -- broadband termsWe also have on record a call on the 22nd of July where we explained the charge that was place on your account on the 15th of JulyGiven this information the dollar charge to your account is valid.***, Escalation Representative

Dear [redacted] We sincerely appreciate you taking the time to bring your additional concerns to our attention via the Revdex.comAs previously stated, we communicate to our customers that we are a line of sight provider, and that the technician who visits the property will make the final determination regarding the serviceOur field technician advised that he was only able to obtain line of sight to a 5mb tower on the day of installation The year contract was agreed upon at the time of sale, requisite upon our ability to provide service at the locationUnfortunately, we are not able to guarantee speeds or speed packagesAdditionally, as stated, we provide a day trial period in which we encourage our customers to call in with any service related concerns, or to let us know if the service is not going to work out for themNo such calls were receivedWhile we do now have 20mb towers in the area, the account would need to be brought current before we could send a technician back out to determine if line of sight to one of the other towers would be possibleWe will certainly be happy to back date the 20mb package to a 5mb package retroactively back to the date of installation, which was November 4, Please contact our customer service department if you wish to proceedThey can be reached at [redacted] We have provided some further excerpts below from our terms and conditions in an effort to provide further clarification RISE BROADBAND offers a range of download speeds to residential subscribers varying from mbps to mbps (megabits per second)The network is designed to support these speeds to help ensure that every subscriber receives the speeds to which they have subscribedRISE BROADBAND however cannot guarantee speeds at all times, as there are many factors and conditions beyond RISE BROADBAND’s control that can affect Internet performance Termination of the Service does not affect USER’s obligations under this Agreement, including USER’s obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such terminationRISE accounts must be paid in full before a cancellation will be considered complete We stand by our original decision that the $early termination fee (ETF) is a valid charge and will be applied to the account in the event of cancelation We sincerely apologize for any inconvenience you have experienced, and thank you for being a valued Rise Broadband customer [redacted]

Dear Mrs [redacted] , Thank you for bringing this matter to our attention via the Revdex.com, we greatly value your time and feedback The area supervisor has been contacted on the situation and has allowed for an expedited service call which is now scheduled for tomorrow morning, May 11, between 8am-12pmA confirmation of this appointment has been sent to the email address that is set up on your account Again, I would like to thank you for contacting us and allowing me to assist in this matter as we highly value your continued support and service with Rise Broadband for your internet needs ***, Escalations Representative

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution to be disappointing, but I don't want to deal with your company any furtherI lowered my requested service to the lowest option as I was Not interested in paying for a service that was not being providedI need 15mbps not 5mbpsYou can't seem to provide 15mbps as advertisedI cancelled my services todayI will pay my termination fee and you can come get your equipment at any timeI am a very disappointed and I have a feeling that I am not your only customer with this complaint Sincerely, [redacted]

Mrs [redacted] , Thank you for taking the time to notify the Revdex.com of your concerns with Rise Broadband for further review I would like to apologize for the extended amount of time this issue is taking to be resolvedDue to the nature of the problem, it is not something that can be rectified quicklyI assure you, however, that we are fully aware of the situation and are working in our best efforts to come to a resolutionCurrently we are awaiting budget approval to get the equipment to make the necessary adjustments on the towerFor your inconveniences, I have applied a $credit to your account which will be reflected on your next billing cycle Again, thank you for bringing this to our attention and for giving me the opportunity to address this issue for youYour service with Rise Broadband is appreciated ***, Escalations Representative

Dear [redacted] , Thank you for contacting Rise Broadband regarding to poor customer service and service issues experienced, and we would like to share the following; Rise Broadband sincerely apologizes for the poor customer service received when contacting our Technical Support team for assistanceIt is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience We also apologize for the Service Call that was originally set up for 11/23/that was rescheduled and we did not inform you ahead of timeAfter speaking with the Dispatch Supervisor, the reason the Service Call was rescheduled was that the original agent only scheduled one Technician for the Service Call when two Technicians are required for safety reasons due to placement of the equipmentWhen this was noticed by the technician the same day of the Service call, it was canceledThe Service Call was later rescheduled for 12/01/2017, as this was the earliest available time we could get two Technicians with the proper certifications out to the service locationWe have made every attempt possible to try and get the Technicians out as soon as possible and have included a priority for this job so if any available timeslot before the scheduled timeframe opened we would contact you and see if the available timeslot would work ok the service callWe once again apologize that we did not contact you when the Service Call was changed, as is part of our protocol Our records indicate that a supervisor call back was requested 11/27/and a call back was done that same day by a SupervisorThe first attempt there was no answer, however the second attempt was answered successfully and the Service Call was discussed and credit for the service issues was requested In light of the service issues experienced and the poor customer service, we have provided a lump sum credit of $84.95, equivalent to one month of credit, not including taxes and feesWe have also provided a Temporary Service Discount, which will provide a $discount per month for consecutive months, totaling $The lump sum credit will post to the account within the next one to two business days Thank you very much for your time and patience in this matter, [redacted] R.Executive Services | Rise BroadbandPhone: 844-411-RISE [redacted] @risebroadband.comwww.risebroadband.com

Initial Business Response / [redacted] (1000, 7, 2015/10/02) */ Date 10/2/ Dear [redacted] J [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have taking every action possible to make sure that this problem has been rectified and that we are able to provide the best solution possible to your inconveniences Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersWe have credited your account for one of free service starting next monthYou have a balance of $that you should pay first Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe hope for the opportunity to serve you better in the future, and we thank you for your continued support Thank you, [redacted] Customer Care Supervisor Rise Broadband High Speed Internet www.risebroadband.com XXX-XXX-RISE

Mr***,Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband InternetWhen I looked at your case notes it showed a trouble call setup along with the service creditAfter looking into your account further we are willing to setup a service call to see what else we can do to help your service outWe will not be able to wave the Early Termination FeeHow ever the temporary service discount can be applied and we can setup a service call and work on getting your speeds up

Complaint: [redacted] I am rejecting this response because: They never did notify me of the original increase and if they would check with the [redacted] ,TxPO they would tell them I am not in the city limitsLI live miles out of town Sincerely, [redacted]

Dear [redacted] *** September 7, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe are without explanation on why it has taken so long for your refund to be processed and sincerely apologize that you had to take these measures to get this matter resolvedToday I have spoken with our Corporate billing personnel, and have insured that payment is now being processedYou can expect a check to arrive in the mail in no more than weeks to [redacted] ***Again, please accept our most sincere apology for the duration of time that it has taken to resolve this billing issueWe appreciate your patience as we get this check mailed out to you, and we thank you for having been a Rise Broadband customerThank you, [redacted] Escalation Specialist, Rise Broadband

Complaint: [redacted] I am rejecting this response because: As said in the previos email nothing was said about a contract IF you have said contract between you and I i have a right to r he recording this is th he basis of all contractsIf there is a verbal contract you sould respond with the recording you aay you haveContract are between to people and you did nnot inform me of a contract which is fraud Sincerely, [redacted]

Dear Ms [redacted] , We thank you for your inquiry concerning the service in your areaWe extend ourapologizes for the service experiences, and have conducted further investigation to the issuesOur service technicians have been at the site for service adjustments, some equipment repairs and replacementsThe service is performing as expected and meeting the needs of the customersHowever, we are always striving to make more improvementsFurther research has determined that there is an opportunity to upgrade you to better access point on the towerWe understand that a service call has been scheduled so our field supervisor and team can perform the upgradeI will be most happy to follow up in about a week with a call to see if the upgrade was satisfactory completedAs shared earlier, we are always striving to make improvements for service in your area and will continue to do soWe thank you for being a Rise Broadband customerKind Regards, ***, Escalations SpecialistRise Broadband