Rise Broadband

Dear Ms [redacted] , As previously stated, a verbal agreement to a 2-year contract was entered on June 15, to receive internet services through Rise BroadbandThe account was established with a sales representative over the phone where they clearly state all terms of current promotionsSince your son, Brandon Pedelty, was an employee at the time service was set up the $installation fee was waived and the account was substantially discountedAdditionally, you opted in for paper billing; on this paper statement it notes the services you are paying for as: “Res 10mb-2yr Contract”Our standard rate for this plan is $56.45; with the employee family discount, your rate was set at $plus the $for paper billing at your request, totaling $29.72/month I certainly do apologize for any extended hold time you may have experienced, however, I assure you that as a Call Center, we rely primarily on incoming calls and our phone number has never been disconnected ***, Rise BroadBand Escalations Specialist

March 5th, [redacted] [redacted] Attention: [redacted] Phone: [redacted] RE: Revdex.com – Credit Adjustment for Service Dear [redacted] , Thank you for contacting us through the Revdex.comAfter reviewing the account details, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience After reviewing the account, the service that was originally signed up for was our Business Pro Year on January 23, This service is for the fastest speed that we can provide in the area, up to 25mbps download speed, and includes unlimited dataThe price of the service was $per monthRise Broadband is an up to speed provided, and the speeds provided during the service are correct for the services signed up for On February 1, 2018, we were contacted with a request to match a price plan from Verizon of $for the business plan with unlimited dataUnfortunately, we were not able to match the plan pricingWe did offer some alternatives choices, though they were declined at that timeThe business service was later canceled on February 24th, and a Residential 15MB 2yr 350GB contract for $per month was set up on a new account We sincerely hope this response provides clarification regarding your concernsWe appreciate your patience as we work through the tower issues and thank you for being a valued Rise Broadband customer Best Regards, David R.Executive Services | Rise BroadbandPhone: [email protected]

Dear ***, June 22, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concernsWe appreciate you bringing these issues to our attentionA service call was dispatched on June 21st at which time the technician moved your signal to an upgraded tower, and upgraded the existing equipmentUpon review of your account today, it appears the antenna will need to be realignedAs we have discussed, a service call has been set up for June 23rd at which time the technician will align and stabilize your antennaIn addition, we have provided a service credit for one month, totaling $Thank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedWe greatly appreciate your feedback and your businessWe here at Rise Broadband hope to have the opportunity to continue to serve you for many years to comeThank you, [redacted] Escalations Specialist

Dear [redacted] ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning your email service and we hope to provide a satisfactory response to your inquiry Rise Broadband sincerely apologizes for any inconvenience caused due to the service issues experienced, and would like to share the following; As of 09/14/we have resolved the packet loss issues on the tower itself, and was discussed this morning, we dispatched a Technician to the service location to check and work on our equipment thereThere were signs that the antenna that receives the internet signal was also showing signs of packet lossAfter working on the equipment, the Technician ran several speed tests and is showing MBPS download speed and a MB upload speed and the internet package being provided is up to MBPS download and MBPS upload Rise Broadband cannot refund the installation cost of the service from 05/09/2016, however we can credit for the service issues experiencedWe have provided a credit of $137.85, which is 50% of the base cost of service for monthsThis credit should post to your Rise Broadband account within the next one to two business days We apologize for the loss of service that may have affected the home business, however the service being provided is for a Residential service and is not designed to support business needsWe offer business accounts and our Sales team can be contacted for additional information We thank you for your time and patience while we have worked to correct the service issue and we understand the need for a reliable service to be providedWe greatly appreciate you being a Rise Broadband customer and are sorry to hear that a different service provider is being searched forRise Broadband is a same day cancelation service, and charges for service a month at a timeThe current statement cycle on the account is from 09/09/to 10/08/When the service is ready to be canceled, please contact our Customer Solutions Team at 844-411-and they will be able to assist with the cancelation of service We sincerely hope this information provides clarification regarding your concernsThank you for having being a Rise Broadband customer, and we wish you the best in the future [redacted]

Dear [redacted] ***, Thank you for your responseWe hope to provide further clarification regarding your concernsPer our original response, it does not appear that our company picked up the missing equipment mentioned in your complaintWhile we cannot say for certain what happened, we do not remove equipment without prior notification, and would not remove equipment from a location with an active accountIn addition, we will not terminate services unless requested or in the event that an account has reached a delinquency status of days or moreIt is not our policy to remove equipment without notificationThe terms of the contract guarantee the agreed upon service plan pricing for two yearsIt does not guarantee any promotion in the event the account is modifiedWhile we apologize for any miscommunication regarding this, we are unable to apply inactive promotions to an accountAgain, thank you for being a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

Dear ***, Thank you for bringing your further concerns to us through the Revdex.comWe would like to elaborate further on our communication process for PC CareWhile we certainly apologize for any inconvenience this has caused you, Rise Broadband introduced our PC Care Support service to our customer base in response to a high volume of requests that we provide such a serviceAs we are a service provider to many rural and remote areas, many customers may not have access to a computer technology specialist within their local vicinity Rise Broadband reached out to our customer base to educate and provide information regarding our PC Care Support plan in advance via several different communication methodsAt this time, the plan has been removed, and you will not see any further charges associated While we understand that the plan is not for everyone, Rise Broadband sought to inform all of our customers of the account changes that would be enacted via email and postal mailThe free trial was provided to allow customers to utilize the service and make the determination regarding their own accounts on an individual, case by case basis Due to the structure of our billing system, it was necessary to create our free trial for PC Care Support on an opt-out basisAgain, we sincerely apologize for any inconvenience this has caused youHowever, we at Rise Broadband stand by our decision to provide our PC Care Support option to our customer baseAgain, thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer Kind Regards, ***, Executive Services Representative Rise Broadband

Initial Business Response / [redacted] (1000, 7, 2015/09/30) */ Date 9/30/ [redacted] T [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 In light of our investigation, we show that some improvement changes were made to our network since your compliant was filed on 08/15/If you are having additional problems please feel free to let us know 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 www.risebroadband.com XXX-XXX-RISE Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rise did nothing on my problemA co-worker of mine was having problems with their service from RISETheir download speed was very slowA technician came to their house and realozed that the equipment at the tower was out of date, so he updated itMy co-worker told the technician about my problem with access and freeze framesThe technician checked the tower that I connect to and found the same problem, updated sameMy service appears to be better now, thanks to my co-worker not RISE! Final Business Response / [redacted] (4000, 11, 2015/10/15) */ Dear [redacted] T [redacted] Thank you for taking the time to communicate to us why our Internet services did not meet your expectations We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our companyIn addition, we will further evaluate how we can prevent this problem from occurring again in the futureYou state that your services are better now is there anything else that we can help you with? We highly appreciate your feedback, as it will assist us in becoming better at what we do [redacted] Customer Care Supervisor, Rise Broadband Internet Services XXX-XXX-RISE

Complaint: [redacted] I am rejecting this response because: I did not authorize the charge Rise Broadband slips in a potential charge that may not be challenged if it's not caught which is NOT authorized This is not a typical transaction Here is an example of a typical transaction; "Hello Rise Broad Band, I want to buy your PC troubleshooting service, will you sell it to me? Why we would love to sell it to you Look for your new service and your a charge on your next invoice" That's how a typical transaction occurs Customer asks then business delivers It's really that simple NOT, I don't ask for a service then you slip a charge in A transaction must be authorized for it to be a legitimate transaction Let's say I don't catch the "unauthorized charge", then I have to call Rise BB to plead my case after the fact which looks and feels just like DirecTV and Wells Fargo business practices as well I want a promise to never pull this stunt again without getting my authoirzation Sincerely, [redacted]

Hello [redacted] Thank you for contacting Rise Broadband via the Revdex.com, we appreciate the opportunity to address your concerns and reach a resolutionWe would like to extend our apologies to you regarding the experiences you have had with RiseAfter having reviewed the account, it appears that service has been restored and a credit of $has been applied to the accountThere were no late fees nor reconnect fees assessed and as such your current bill stands at $We do thank you for taking the time to explain your situation and bring it to our attentionWe will most certainly will take this feedback into consideration going forward, as we continue to improve upon our companyIf you have any further issues with your service, please contact our tech support at [redacted] , any one of our representatives will be more than happy to help address any concerns you have Thank you again for contacting us***, Escalations Representative

[redacted] *** Thank you for your response with your commentsWe apologize for any inconveniences We understand your concernsThe rate increase for all plans was across the board which affected all customersUnfortunately, Grandfathered doesn't apply to increases and fees for any plansThe increase was necessary for improvement for network reliability and coverage We do value your businessAgain we apologize for any inconveniences due to the concerns brought to our attention Kind Regards, ***, Escalations Specialist Rise Broadband

Dear [redacted] Thank you for taking the time to address your concerns with the Revdex.com so that we may look further into them and provide assistance and/or clarification After a review of the account, it is noted that a call was placed on June 10th to cancel the account due to reliability and financial concernsOur retentions agent offered various options to lower the monthly bill as well as the option speak with a technical support agent in regards to your service, both of which were declined and the cancellation was made final Currently the final balance on the account is $111.00, and we unfortunately will be unable to remove the total amountWe show that your account was active until June 10th, when the cancellation call was madeWe do apologize for any miscommunication, but we do need the account holder to call in, in order to have the account cancelled, as this is how we verify the account is being accessed and cancelled by the ownerWe do, however, understand the confusion and would like to offer a $credit that will bring the final bill down to $We understand this is not completely what the desired resolution is, but again, the account was active until June 10th We do give a day grace period for these final payments to be made We greatly value your previous service with Rise Broadband for your internet needs and would be more than happy to welcome you back, should you choose to utilize our services again in the future ***, Escalations Representative

Dear *** *** August 12, Thank you for contacting the Revdex.com to notify Rise Broadband of the issues you have experienced The records on the account provide confirmation that installation was delayed due to the construction of your new home Rise Broadband does not provide service to homes currently undergoing construction and we were unable to provide installation until the home was completed We see that you called in twice for slow speeds At that time, the account was credited with a $discount for months, as well as a credit for $in July We highly encourage our customers to call into our technical support line when they may be experiencing any issues in service so that we may properly troubleshoot the issueWe have credited the account for the times that calls were made to our contact centerRise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredA few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concernsFor a full review of these terms, you may visit our website online at www.risebroadband.com: [redacted] PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itselfRISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always deliveredYou understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet [redacted] TERM/CANCELLATION POLICY Termination does not affect your obligations under this Agreement, including your 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 BROADBAND accounts must be paid in full before a cancellation will be considered complete// If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $Early Termination Fee or the remaining portion of the contract, whichever is less [redacted] ACCEPTANCE By using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this AgreementThese terms and conditions supersede all other written and oral communications or agreements with regard to the subject matterAny waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBANDBelow please find the email that was sent confirming installation, as well as a copy of the monthly statement, which both clearly provide confirmation of the 2- year agreement After an in-depth review of your account, we have deemed that the $early termination fee (ETF) is a valid charge and will not be waivedAgain, we sincerely thank you for your time and for having been a valued Rise Broadband customer [redacted] Escalations Representative, Rise Broadband

Mrs [redacted] RE: Revdex.com [redacted] Dear Mrs [redacted] March 13, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your account It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our service Due to the service issues you experienced, your account has been officially disconnected and reflects a zero balance We regret losing you as a valued customer and hope you are pleased with the outcome Best regards, Christine P Rise Broadband Executive Services

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWhile reviewing the account, we note that there are a number of phone calls placed into our contact centerThe vast majority of these calls are related to billing inquiresWe also note that there is currently one open SOS case, [redacted] , which was opened on November 18, and is currently assigned and being actively worked onThis SOS was opened as routine maintenance workOnce this is resolved, we expect that the speeds you are experiencing now will improveOnce this issue is resolved, credits may be placed on the account, but it is the policy of Rise Broadband that these issues be fully resolved before any credits are applied to the accountWhile it is true that Rise Broadband does not offer any “discounts” when there is a known issue, we do apply credits to the accountTo date, the following credits have been placed on this accountOver $has been credited6/23/2016-$8/30/2016-$8/30/2016-$9/29/2016-$9/29/2016-$11/11/2016-$A customer may call us at any time at [redacted] to get updates on repair statusRise Broadband is not “dragging our feet” on providing a resolutionWe are working diligently to resolve any speed issues our customers encounterWe also recognize that there are no less than internet providers that serve the Alvarado, Texas areaCurrently the account in question is closed due to nonpay, and has an outstanding balance of $ To discuss and arrange payment, you may call us at [redacted] Thank you for being a valued Rise Broadband customer***, Executive Services, Rise Broadband

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Again let me state that I as never notified or informed that I was under a year contract!! Your people talking to me on the phone can check whatever boxes they need to checkHowever this does not mean I was actually told I was under a year contractAnd gain when I called to upgrade to a faster speed I made certain to ask if this will put me under contract and I was clearly told that I was under no contract!

Dear ***, July 25, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns As previously stated, we have applied a two week credit totaling $that will reflect on your next bill cycle, due to your tickets with regard to the issue in JulyThis is unrelated to your downgrade to the 5mbps package, and you will see that the credit has been applied on your following billing cycleRise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredA few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concernsFor a full review of these terms, you may visit our website online at www.risebroadband.com Speed is a function of the traffic experienced upon the wider network architecture of the Internet itselfRISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always delivered You stated that you were contracted for a specific speed packageUnfortunately we are not able to guarantee a specific speedWe use a line of site based technology, and as such we require clear line of site to one of our local towersAdditionally, you are in a month to month agreementThis does not entail a contract Thank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedWe greatly appreciate your feedback and your businessWe here at Rise Broadband hope to have the opportunity to continue to serve you for many years to comeThank you, [redacted] Escalations Specialist

Dear [redacted] , Thank you for contacting the Revdex.com with the additional concerns regarding tracking of data usage, and we would like to share the following; Rise Broadband makes every effort to be as transparent as possible with our customers, especially when it comes to data tracking and overagesRise Broadband provides ways to check data usage on our website, which will share the current usage and the total monthly usage from the previous service cycleWe also send data alerts via email at 75%, 95% and whenever the data allowance is exceeded and charges are added to the account If a customer wishes to dispute the amount of data being tracked, we have several ways of assistingFirst, we run a thorough diagnostic on our systems to ensure that we are only tracking one IP address at the service address, and that IP address is singular to the service locationIf no duplicate IP addresses are found, we offer a 72-hour shutdown of the service to see if any erroneous data is being trackedIf no erroneous data is tracked and the customer still feels as though we are not tracking the data correctly, we use internal systems to monitor and ensure that the data tracking systems are functioning correctly We have checked several times over the last few weeks to ensure that we are only tracking one IP address of service, and each time the results have shown only one IP addressWe have also run diagnostics on our data tracking system, and no issues were foundWe also recently completed the 72-hour shut down of services, which also resulted in no anomalies foundWe have made every effort to identify any issues with our data tracking services, and we have not found issues on our side Rise Broadband is unable to provide the names of the internal systems we utilize, as sharing this kind of information publicity can lead to potential electronic security threats to our customers and the company itself We do not use information gathered from a 3rd party source for data tracking as there is no way for us to validate what information is being tracked, and what information may not be trackedWe sincerely apologize for this inconvenience Rise Broadband is currently in the planning stage on allowing tracking of more specific data usage, such as daily trackersWe are also looking into upgrading the routers we provide to our customers so they come automatically with data trackers and can be reviewedWe do not yet have a timeframe we can provide for when these additional services will be available however On 9/21/2017, a Technician arrived at the service address as we had received a complaint about high levels of ping in the eveningWhen the technician arrived, the service was changed from the North East wedge, also known as Access Points, on the tower to the South East wedge on the towerThis was done to help alleviate the high ping experienced in the evening There was no equipment replaced or altered, though slight adjustments to the alignment may have been made Thank you very much for being a Rise Broadband customer, and for your patience in this matter, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Dear [redacted] , Thank you for contacting us via the Revdex.comWe appreciate the opportunity to address this issue with youIt is Rise Broadband’s policy that we typically do not credit for slow speedsThe account reflects a small credit of $was given on September 19, for the slow speeds you may have been experiencing at the timeIt should also be noted that we fully recognize that there was an issue at the tower that we were aware of and that has now been correctedAs a measure of good will, we have placed a credit of $(equivalent to one month’s service charges) to the accountOur goal is to always provide the best internet experience possible, and we are sincerely sorry if this has not been your recent experienceWe hope this resolves this issue for youIf slow speeds are experienced again, please call our technical support team at [redacted] Thank you for your patience as we worked though the repairs at the tower, and thank you for being a valued Rise Broadband customer [redacted]

Complaint: [redacted] I am rejecting this response because: The bottom line is that I was never informed of the 'terms' of the promo when I took delivery of the service or every time I called to inquire about it The fact that there was an admitted miscommunication is NOT my problem That is Rise Broadband's fault Additionally the fact that they did not document all of my phone calls and seem to be creating their own narrative of what happened is unacceptable I did NOT accept a early termination fee nor was I fine with any of the terms that Rise is saying I accepted Their last email is a complete fabrication of the truth I don't have any proof of my phone calls because they didn't provide me any The fact that they also didn't bill me or even attempt to contact me about this $charge until right now by sending this to collections should also be a red flag This company's history, their rating with it's customers and reputation on [redacted] and even the Revdex.com is a complete disaster They are truly predatory If my $is so important to them then maybe they should have taken care of me when I was a customer The fact still remains that I had a conversation where a rep waived that fee and canceled my service This took place on 8/ I'm tired of dealing with the company and would like to see this charge waived and my file removed from collections Sincerely, [redacted]

[redacted] RE: Revdex.com – [redacted] Dear [redacted] , Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review your accountIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our serviceHaving reviewed the account, we see that the account is currently signed up for paperless statementsSince the account is set up for electronic billing, you should receive an email notification around the 1st of every month when the account cycles and the monthly statement can be viewed 24/via the Online Billing PortalThe email address to which these notifications are sent to is [redacted] This email address can be changed, if needed, by logging into our website, www.risebroadband.com, and updating the email addressIn addition, the last months of statements can be found on our website as wellWe have several options to make payments for your convenience, such as setting up automatic payments, paying online, through the mail and by automated system at 844-411-You will receive a monthly notification from Rise when your statement is available online so you will be aware of the date and the amount of that months statementIf you would prefer to have Paper Statements you can enroll by logging into your account and update your billing preferences in your account profileYou can log into your account at www.risebroadband.com and select “Manage My Account”When an account becomes past due, Rise Broadband will always send a physical statement through the mail at no charge to ensure notification is being received about the state of the accountWe try to make sure that the state of the account is known and apologize for any undo alarm this may have caused We sincerely hope this response provides clarification regarding your concernsThank you for your time and for being Rise Broadband customer Regards, Christine P Rise Broadband Executive Services