Rise Broadband

Dear [redacted] Thank you for contacting us through the Revdex.comWe appreciate your time in reaching out to us so that we may provide clarification on this matterOur records indicate that the first time we were notified of slow speeds for this account was in April, At that time it was determined that the tower that provides your service is identified as being a 5MB tower, however, when diagnostics were performed we were seeing speeds at nearly 7MbpsThe equipment was capable of delivering acceptable speeds in range of the 10Mbps, as we are an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredAt this time, your 5MB plan matches the tower associated with it, a change that was made in May when you opted to lower the speed of the planWhen you decided to change from a 10Mpbs plan to a 5Mbps plan, our representative applied a credit to the account for $23.30, for the service disruptionCurrently, we are able to credit the account an addition $but we will be unable to meet your request of $It is our belief that we were delivering speeds closer to 10Mbps than 5Mbps up until April, Coupled with the aforementioned credit, the credits applied today will compensate for any incorrect billing you may have seenThe increase mentioned was for PC Care SupportThe decision was made to offer this plan as an added benefit in which many have found to be a valuable option; we do recognize, however, this is a service not everyone will maintainA letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a (two) month free trial periodWithin the initial 60-day trial period, customers may utilize the service free of charge or contact the Call Center to have the plan removed from their servicesAfter the plan is removed, the customer will not see a charge associated with itThis account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your servicesYou will see no charges for this going forwardA 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 BROADBANDAfter an in-depth review of your account and referring back to our company policies, it is our decision that the $early termination fee (ETF) is a valid charge and will remain applied to the account Again, we sincerely thank you for your time in contacting us and should you have any further questions, please feel free to call us at [redacted] Thank you, [redacted] Escalations Specialist Rise Broadband

Complaint: I am rejecting this response because: I have not had a chance to accept their phone callPlease call me to resolve this matter Sincerely, [redacted]

Dear [redacted] ***, We appreciate you bringing your concerns to our attention through the Revdex.comThank you for the opportunity to address your issue and we hope to provide a satisfactory response to your inquiry We would like to express our sincerest apologies for any misinformation that may have been provided in regard to our services or our service contractWe have credited the account in the amount of $59.95, for one month of serviceIn addition to this credit, we have also credited back the last three late fees that were previously charged to the account as well, totaling $in creditThe total amount of credit provided is $and these credits posted to your Rise Broadband account on June 26, The price of your service prior to your upgrade was a total of $for the Small Business 5xMBPS, and Equipment Rental Fee of $10.00, Carrier Recovery Fee of $3.12, State Sales Taxes of $0.29, Local Sales Tax of $and County Sales Tax of $This totals $Our Carrier Recovery Fee, which is charged to call customers receiving our internet service, has gone up to $(an increase of $0.80) on May 10, when Rise Broadband went through a companywide increase We are reflecting that the price of the previous package ($74.52) is the equivalent amount of the package you are currently on, which is a 25xMBPSWhile in the contract with us your Internet Service price will not change, however taxes and fees are subject to changeAgain, we sincerely apologize for any inconvenience that this situation may have caused youWe hope that this information helps to provide clarification in regard to your concerns Thank you for your time and patience while we have worked to resolve your problemsThank you for being a valued Rise Broadband customer [redacted]

Dear [redacted] Your complaint was read in its entiretyWe completely understand what your concerns are and have replied accordinglyWe apologize if there was a lack of communication in regards to getting a time set up to retrieve the equipment Rise Broadband did contact you prior to June On May a service call was set up to come get our equipment, with a note saying “***MUST CALL HAS DOGS AND GATED AREA [redacted] It also notes Beware of dog, call first, and gate code reqOur technicians were unable to get the equipmentWe have made arrangements so that there will be no charge for the equipment that was on the outside of the homeSo the only issue is the routerWe show no record of the router being returned to usWe never received itIf you have proof of shipping, we would encourage you to send that inUntil such time, we cannot refund any money for this accountThank you, Rise Broadband, Corporate Escalations

[redacted] We apologize for the inconveniencesOn your account, there is a service call setup for February 8th to retrieve the equipmentAs soon as this equipment is obtained the charges on the account will be removedThank you for your time and feedback ***, Escalations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Techs showed up the day after I made this review and got me hooked up Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12755372, and will accept it at this time, the offer isn't getting better, hopefully it will be resolved soon enough and can be usefulWe still feel upset that we are having to pay for service through a cell phone carrier for internet until this is resolved Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to explain the charges on your billAt the time of Sale on January 26th 2017, the following Rise services were selected: 1/26-2/Res 25MB 2yr Contract - $w/$Promo Discount - $Res PC Care - $– One Month Free Trial Period - $Res Installation Fee - $– 100% Discount - $Taxes/Fees: $Total: $ 2/26-3/Res 2yr Contract - $w/$Promo Discount -$Res PC Care - $– Full Price/Free Trial Over Taxes/Fees: $Total: $ We appreciate you joining the free PC Care trial and per your request, I have removed PC Care from your account at this time Updated 2/26-3/Res 2yr Contract - $w/$Promo Discount - $PC Care Credit Adjustment – ($9.99) Taxes/Fees: $Total: $ Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

May 11, Dear Ms [redacted] We had our Contract Administration team take a deeper look at this situationThey are unable to find any contract associated with [redacted] or account number [redacted] If you have any such documentation, we would be happy to look at thatOur original response was in no way a sales pitch, just information that if you wanted to reinstate service, Contract Admins would be the team to talk to, as this is their area of expertiseOur decision remains unchanged; we will not be refunding any moneyIf you have any contract, agreements or documents to support your argument, again, we will reconsiderHowever, it has been determined the contract that we agreed to when we acquired [redacted] Online was only effective until July, Thank you again for contacting us regarding this important matterPlease reach out to us again if you find any contracts or agreements

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe have had the opportunity to review the account and would like to share with you the following information: The account had previously been on what was called a “Wireless Internet Gold” plan (this was essentially a 10MB speed plan)We underwent some changes, and converted the names of our plans to more closely represent the speeds each plan provides, for example, 5MB Residential, 10MB Residential, etcThis was a name change onlyIn December we had a rate increase, which we advised our customers of through both postal mail and emailThis information was also on the monthly billing statementsWe sincerely apologize that our representative committed to returning a phone call and failed to do soWe appreciate hearing feedback from our customers in regard to our customer serviceWe sincerely apologize if any of your experiences recently with Rise Broadband have been lackingWe strive for outstanding customer service and do our best to provide efficient resolution on every caseAgain, please accept our apologies for any poor customer service or unprofessional behavior you may have encounteredWe would be more than happy to lower your plan to a 5MB speed plan if that is what you wish to doHowever, please be aware that in doing so, the unlimited data which is currently on the account will no longer be availableThe data cap on a 5MB plan is 150GBAny changes made to any account relinquishes the unlimited dataAs is very common in this industry, Rise Broadband is moving towards data caps on all our residential accountsIt is entirely at your discretion if you would like to lower the account to a 5MB plan, but we want you to be fully aware that we would be unable to provide unlimited data moving forward, if you chose that routeIf you would like to make that change, please call us at [redacted] and our representatives will be happy to assistRise Broadband does not recognize that there have been any over charges on this accountNone of the services have changed, other than the nameThe rate is higher, due to the rate increaseTherefore, there are no overcharges to be refundedWe genuinely appreciate you being a long time, valued Rise Broadband customer, and again, thank you for contacting us regarding this matterThank You [redacted] Rise Broadband, Executive Services

Initial Business Response / [redacted] (1000, 9, 2015/10/14) */ Dear [redacted] ***, Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services We are taking every action possible to make sure that this issue gets rectified and that we are able to provide the best solution possible to your inconveniences It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customers Our Infrastructure team is working diligently on upgrading our network, however, this can be a timely process and has some budget restraints as well Our records show that you have canceled your account with usI sincerely apologize for your inconveniences, we hate to see that you have left our company If you should decide to change your mind, we would love to welcome you back and provide a better customer service experience to you 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

Dear [redacted] , October 25, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concernsWe were sincerely sorry to note that you had opted to cancel your service with us We wanted to apologize for any misinformation you may have received when you phoned in to cancel your servicesUpon a thorough review of your account, we have opted to waive the $early termination feeIt is our understanding that you had been contacted in September in regard to some package changes we were makingIt appears at that time you were upgraded to a two year contract in errorAgain, we sincerely apologize for any misinformation you may have receivedThank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedThank you, [redacted] Escalations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me for the present time-- as long as the charges do not show up in the future as the business assured me they will not, and as long as other services do not get added to my account without my permissionIn that case, I will open another complaint case.However, I would like to note that it appears that the company intends to continue its predatory marketing practice of adding additional services to customers' accounts without an opt-in, in order to make unearned money from people on auto-pay who do not notice the addition to their monthly bills Thank you for your assistance with this issue Sincerely, [redacted]

Dear Cory ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your accountIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret that this has not been consistent in your experience with our serviceDue to the service issues that you experienced, we have released you from your contract and have waived the ETF that was tied to the contracted planAll fees and final balances have been clearedYour account reflects a zero balanceWe regret losing you as a customer and hope that you are pleased with the actions taken to rectify the situationThank you, Danielle [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] , Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe’re sorry to hear that you’ve elected to cancel services with usOur records show that we were not notified of any issues with your service until the day of cancellation, December 3rd, At that time, we offered to troubleshoot any issues and potentially send a field technician to the property to make sure your connection was up and running as it should beThis offer was refusedUnfortunately, without the opportunity to troubleshoot, we would be unable to resolve any issues you may have been seeing in your connectionPer our Terms and Conditions, if an account is cancelled prior to the end date of a two-year agreement, an Early Termination Fee of $or the remaining portion of the contract, whichever is lower, will be charged to the accountAt this time, we find the $fee to be ineligible to be waivedThank you for having been a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

Dear [redacted] , July 18, Thank you for submitting your further concerns to Rise Broadband through the Revdex.com As previously stated, we are working on adding more sectors to the region, which should help to alleviate congestion and overloadWe are aware that you have been experiencing issues, and we believe this addition to the network should help to resolve your concernsOur network is actively working on a time frame, although we do not yet have a specific date While we await an estimated time frame, we have provided you with $off on your monthly bill for a three month durationFollowing the three months, we can evaluate for further credit on your bill where appropriate 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 come Thank you, [redacted] Escalations Specialist

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We are pleased to see that the promotional offer we had in the [redacted] area is the service that has been selectedAs stated, this was a promotion, with the first month’s being offered at a discounted rate We offered free installation (normally $149.00) and a discounted rate for the first monthsAfter this period, the rate will be an additional $per month for the duration of the 2-year contract Rise Broadband offers these promotions frequently for new accounts onlyHowever, we note that this account was recently changed and is now part of the promotion The account now currently enjoys the lowest possible rate we offerWe cannot speak on what other customers are paying in the areaIt depends on when they originated service with us, if they signed up during a promotion, and the terms of their contract Thank you for contacting us and thank you for being a valued Rise Broadband customer [redacted] Executive Services Rise Broadband

Complaint: [redacted] I am rejecting this response because:I will be available to continue working on this issue Monday the 3rd of December At that time I will have a detailed diagnostics review I will post here with attachments and screen shots of the issue Sincerely, [redacted] ***

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the RevDex.com. We appreciate the opportunity to address your concerns.We sincerely apologize about the delay in getting the equipment picked up, resulting in a delay of your refund check. It is... never our intention for this type of delay to occur. Today we have been in contact with the Area Field Supervisor, who states that he will pick up the equipment himself today, January 30, 2017.Please accept our sincerest apologies that this issue was not resolved sooner and thank you for bringing it to our attention.Thank you for having been a valued Rise Broadband customer.