Rise Broadband

Dear [redacted] ***, June 17, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns and we sincerely apologize for the ongoing speed issues that you are experiencing in your area Please be advised that Rise Broadband does not, under any circumstance, throttle speedsWe do not impose data limits upon our grandfathered packages, nor do we throttle them for any reasonWe do acknowledge your concerns in regard to not wanting to upgradeIn the event that you were to upgrade, you would lose your unlimited dataThere have been several recent network issues in your area that appear to be the likely source of the speed issues referenced within your correspondenceFirst, our network team discovered an equipment issue in the area that necessitated rerouting bandwidth while they worked to resolve the issueThis issue has since been correctedSecondly, our network team is working to offload customers from one of our local sectors, which should further alleviate speed and traffic issues within your areaPlease reference cases [redacted] and [redacted] in the case you need to call in at [redacted] The second issue will be completed over the next couple of daysDue to these issues we are adding a discount of dollars off of your bill for the next three monthsWe hope that this helps to alleviate some of your concerns We appreciate you being a Rise Broadband customer and look forward to providing you internet for years to comeAgain, thank you for contacting us regarding this matter and allowing us to address your concern ***, Escalations Representative

Dear Sir Our system automatically generates bills to all of our clientsI am sorry that you received a bill during this frustrating timeI assure you that the bill will be adjusted and you will be credited for any services we were unable to provideA credit of $has been applied to your account today, January 21, I again apologize that we are no longer providing service in your area and agree that you have been an outstanding customerHowever, I can only confirm what I have already statedWe notified our customers of this change in November and again in DecemberWe had said we would only provide VoIP service until January 1, but it continued until the 5thWe are not ***empting to “blame ***” but we can only control our end of itI am sorry this has had a negative impact on your businessThat was never our intention We strive to provide reliable and quality services to all our customers and we extend our most sincere apologies that this situation was elevated to this point***, Escalation Representative

Dear [redacted] Thank you for contacting us via the RevDex.com so that we may provide a resolution to the matters regarding this account. We have thoroughly researched this matter and would like to share the following information. Our records indicate that several calls have been made... regarding slow speeds and connectivity issues to our Technical Support Team and it appears that the issues persist. We sincerely apologize for any slow speeds or connectivity issues that may have been experienced. It is apparent to us that there are issues at the tower site, with degradation and slow speeds being experienced by some subscribers. At this time, there are no plans for any upgrades or work scheduled for this site. The performance currently being experienced will not be resolved in the foreseeable future. After discussing this with the Area Field Manager and learning that there are no plans for upgrades or improvements are available for this site, we have decided that when the account is cancelled, Rise Broadband will not impose the Early Termination fee of $250.00. Please call us at [redacted] when you decide to cancel the account. We sincerely apologize that we are currently unable to meet your internet needs. Thank you for having been a valued Rise Broadband customer. [redacted] Executive Services Rise Broadband

Dear Mr [redacted] , We thank you for sharing your concerns regarding service to your homeWe apologize for your experiences We have investigated your concernWe would like to share our findings We have reached out to the Field Supervisor to review options for improving your serviceHe has been to your home review and analyze the situationHe has proposed in securing and installing a 50' telescopic pole mast on your propertyThey are currently considering this optionThey will be reaching out to you to discuss the option and setting up a follow up service call We hope this option is acceptable to you and will meet with your satisfactionWe thank you for being a Rise Broadband customer Kind Regards, ***, Escalations SpecialistRise Broadband

Mrs [redacted] ***, Thank you for your kind words in regards to our field technician and your experience while using Rise Broadband for your internet services at your former residenceAfter a review of your account, our records show you entered into a 2-year contract with us upon successful installation on May 7, Terms under that 2-year agreement included a free installation and unlimited data as well as a $early termination fee if the full term of the contract was not metThe fee is also explained under the Terms and Conditions on our website, risebroadband.com, in the section labeled “Terms / Cancellation Policy”We apologize for the frustration, however the ETF is valid and due in full [redacted] , Escalation 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 Thank you for your prompt handling of this matterHad Rise simply provided this information directly, the need to involve your assistance would have been unnecessary Sincerely, [redacted] ***

Dear [redacted] Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for you We sincerely regret that we are not able to provide internet service at your locationPlease be aware that this has nothing whatsoever to do with [redacted] **We happen to be running a special, offering [redacted] as a supplement to our internet plansWe do work with [redacted] and offer their services, where available Rise Broadband is always looking for new customers and would love to be able to provide service at your locationWe use two separate platforms when we attempt to obtain service for a customerIn this case, when we put the address in, both platforms quickly indicated that we cannot provide line of sight service to this location We apologize for any misinformation that may have been conveyed to you in any communications with Rise Broadband We often run advertisements and promotions in a wide areaAs a fixed wireless internet provider, we can never guarantee that we can provide all services to people in a particular location as we must be able to obtain clear line of sight from the service location to the towerTo provide service at your location, we recognize that it would be a very poor connection and that it would lead to further frustration, as the service delivered would be nowhere near what you’d be paying for We thank you very much for your interest in Rise Broadband and wish that we were able to be your internet providerRegrettably, we are currently unable to meet your needsPerhaps in the future, as we grow and expand, we will be able to provide service at your location Thank you again for contacting us and thank you for your interest in Rise Broadband internet services Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted] I am rejecting this response because: Although I appreciate your response, you typing information into a word document is not proofI need to see analytics that actually shows there was data overage Sincerely, [redacted]

I am rejecting the business response because they cannot produce a written or verbal agreement from me for a two year contractThe company purposely used language indicating a month to month agreement, which means there is no contractFurthermore, they were going to charge me $per month for paper statements, so to save money, I signed up for e bills and direct debit for monthly paymentsThis was another way to ensure that I did not see the bills and additional charges they added to my bill each monthThey are involved in bad, dishonest business practices and I do not owe them any money

Complaint: [redacted] I am rejecting this response because:I “verbally” signed up to a contract over the phone that was a fixed price for two years that included “taxes and fees”, and I have the recorded phone call to prove that what I am saying is correct This will be turned over to the Colorado Attorney General’s Office if you do not honor your contract, including your statement that “This is the first time we have increased our prices ”, as you are now admitting that you increased the price of your service instead of just adding a “fee” So when is the next “fee” increase??? Why will you not honor the contract that you agreed to when I signed up? 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 A full refund is important for service not requested Sincerely, [redacted]

Mrs [redacted] , We apologize you do not find the previous information satisfactory and we would like to provide further clarification on the matter: We reiterate that Rise Broadband is an “up-to” speed provider and cannot be guaranteed or promised due to the nature of the serviceThis is specified by sales agents as well as the online terms and conditionsWith the 2-year contracted agreement initiated September 2015, Rise Broadband extended unlimited data, free installation, two free months of internet service and radio equipment rental as well as a reoccurring free router rental and discount to your monthly service plan totaling $in current savings from our standard ratesThe standard monthly rate for the 15MB plan is $and the 5MB plan is $With the discounts applied to your account, you are being charged $35.95; these figures do not include taxes and fees The $early termination fee (ETF) is a valid charge for closing the account prior to the full TermI understand this is not the resolution you were looking for, however, a thorough review of the account was completed and we must stand by our qualification process in regards to the 2-year contracted agreement between both parties [redacted] , Escalations Specialist

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address this matterWe received a letter from you dated May 19, In the letter you state that you had cancelled your account and wanted the Early Termination Fee waivedWe promptly responded to this letter, and at that time we let you know we would not be waiving the Early Termination FeeAfter a secondary review we have again decided that the Early Termination Fee is valid and will remain on your accountYour 2-year contracted agreement is confirmed in several formsAlong with the initial verbal agreement that was made with our Call Center Representative, the field technician was required to capture a signature of approval after the successful installationThe service(s) you are paying for is also indicated on your billing statement each monthYou may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.comThese terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completedWe are including in this response, the email that we sent to the email we have on file for your account, [redacted] This email was sent in advance of our technician coming out and getting you signed up for serviceThis document provides the details about the service you were signing up for, including the two year agreementThank you for allowing us to provide further details on why we have determined that the ETF is a valid charge and will remain on the accountAt this time the account has a balance of $One of our billing specialists would be happy to work with you in arranging payment, and you may reach them by calling [redacted] Again, thank you for having been a Rise Broadband customer***, Rise Broadband Escalations Specialist

[redacted] ***, After looking at the account provided we noticed that all fees have been removed and your current balance is If this is not the case then please provide me with the account that is still in dispute and I will work to get that resolved as quickly as possible I do apologize for the problems you encountered in getting your service disconnect and we greatly appreciate your feedback as we will use it to improve our company ***, Escalation Representative

Complaint: [redacted] I am rejecting this response because: I did file a complaint with Rise, here is the ticket number they gave me and said, they would come out and fix the problem- [redacted] Sincerely, [redacted]

Dear Mr. [redacted] , I am responding to your concern regarding cancelling your service. Online cancelling of service is not available. We have communicated the information to you on 11/2/15 via email. You will need to call our office to cancel your service and arrange for equipment pick up.... Please call 1-844-411-7473. Our representative will be most happy to cancel your service and arrange equipment pick up. Kind Regards, Rise Broadband

Complaint: [redacted] I am rejecting this response because:Yes the account is currently suspended due to a past due balance, however that is not the isue hereThe information relayed about service issues, by the company is inaccurateI wouls suggest that they recheck their records and reply appropriatelyOr maybe actually contact me as requested Sincerely, [redacted] ***

Dear Ms Roeser,Thank you for your concern regarding slow speedsWe apologize for the impact that the slow speeds and service plans are causing.We are striving to always improve the performance of our Access Point-Tower and matching the services to the customer needs.We are pleased that you have accepted our months service creditThe service credit will be applied to your account.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 contacting us via the Revdex.comWe appreciate the time taken to correspond with us regarding this matterWe sincerely apologize if you have experienced longer than wait timesThis is an issue we are aware of and working diligently to resolveAdditionally, you can send an email to [email protected], if you cannot reach us by phoneThe correct number to call for technical support is 844-411-After reviewing the account, we see that the last time a call was received regarding this account was in AugustPrior to that, there is quite a bit of history of calls regarding slow speeds and no connectionCurrently we are seeing no issues from the tower, although a major issue was resolved in early NovemberIt is our sincere hope that you are seeing improvement since those repairs have been completedOur records also indicate that you worked with our Social Media Team in February and was noted on February 22, “customer says service is much better and this case is resolved”What is not reflected in the account is any monetary compensation for time when there was no connectionBased on the call records, we are happy to apply credit to the account of $91.90, which equivalent to months internet chargesYou will see this credit applied on the next billing statementAgain, thank you for contacting us and always feel free to call or chat in if further issues are experiencedThank you for being a valued Rise Broadband customer [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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]