Rise Broadband

Hello [redacted] It appears that there are some ongoing issues with the tower and the Network Field Infrastructure Manager is aware of them and is looking for a solutionI know this probably does not sound very encouraging but we are working on the issueI do not have an estimate of when that work will be completedThe contract that you have with Rise is "Rent will be exchanged for $off your high speed internet package"I am unable to meet your request of paying half of your monthly billWhat I would encourage you to do is call us at [redacted] and have them do some speed tests on your system so that we can get a clearer picture of what speeds you areWe apologize for any inconvenience and frustration this situation has caused and we appreciate you being a Rise Broadband customerThank you, ***Escalation Representative

Dear [redacted] ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsPer our records, a refund amount of $was processed on 9/and subsequently mailed to [redacted] on 9/The refund may take several days to arrive as it is sent via USPSRefund checks are issued within 4-weeks of equipment pickupWe were unable to complete this equipment pick up until 8/29, which caused a delay in the check being issuedWe apologize for any inconvenienceWe will be unable to provide the request of interest at a 5% rateThe full check amount will be the aforementioned $Thank you for having been a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

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 When the internet is not working and you have to use your phones data, the chat team can do whatever they want and it won't drop the connection The problem is that by the time you get through to anyone the connection would start working again They would then tell me there is nothing I can do Luckily Nicole Warden got in contact with an area supervisor who made some internal changes that resolved the issue It is sad that twice now I've been having issues due to internal problems but I get told the problem is my equipment or that since the connection is back up there's nothing they can do.As for the LTE upgrade you have been telling me the same thing for four years Stick with 3MB connection and one day we will be able to get you or faster Then its always the same story that upgrades are coming and being worked on You even have a team in Wichita County that is working on them now and still can't give any kind of time frame Sincerely, [redacted]

Dear ***, July 21, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns A service call was dispatched out on July 14th in an effort to relocate your signalAs we are a line of sight provider, we were unfortunately not able to move the signal to the new tower, due to a high tree lineWe have noted that a credit in the amount of $was previously provided on the account on April 15thAdditionally, 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 JulyDue to concerns about line of sight in your area, we have also asked that our Enterprise Sales team proactively reach out to you to offer possible alternatives to your present packageThank 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 *** August 3, 2016Thank you very much for bringing these issues to our attention via the Revdex.comWe hope to be able to provide some clarity on the matter.The current plan you are on is a 15mb plan, with a data cap of 300gbThe price of this plan is $per month, plus associated fees and taxesWe certainly do not “deny” any of our customer’s service, and we certainly apologize if you have been experiencing slow speedsYou are correct that the ticket has been sent to our Tier TeamIt is currently being addressedIt is also noted on the account that a service call has been set up to have one of our skilled technicians to come and get your service reloaded to a different tower, in an attempt to resolve this issueIf the technician deems that we can provide better Line of Sight service from another tower, you will see a significant improvementThat service call is scheduled for the afternoon of August 4, It is never our intention to make a customer feel like they are being “kicked to the curb”Our customer’s satisfaction is our number one concernYour issue is being addressed in a very timely manner and we hope to have it resolved by tomorrow, 8/4/2016.This being said, at this time we are able to credit you for weeks of service, due to the slow speeds you are seeing and for the inconvenienceA credit in the amount of $has been placed on your account today August 3, 2016.We appreciate you taking the time to bring these issues to us and we appreciate you being a valued Rise Broadband customer.Thank you,***Escalation Specialist

Dear [redacted] , Thank you for contacting us through the RevDex.com. We appreciate the opportunity to review your concerns about the service issues experienced. It is Rise Broadband’s continuous objective to provide an efficient and positive customer experience for... all of our customers. We sincerely regret this has not been consistent in your experience with our service. We make every possible effort to get technicians out to locations without service as quickly as possible. We are glad to see that we were able to dispatch a technician to the service location this morning, May 15th, and restored the service to optimal levels. We have also provided a credit to the account in the amount of $9.98 for the down time experienced. If you are still experiencing service issues, please contact us at 844-411-7473, option 1, and we will be more than happy assist you. We sincerely hope that this response provides clarification regarding your concerns, thank you for being a valued Rise Broadband customer. Best regards, David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for contacting us through the RevDex.com. We appreciate the opportunity to address the concerns mentioned in the complaint. After reviewing the account, we would like to share the following information; It does not appear that there are any known... issues with the service being provided from the tower. It appears to be functioning optimally. We further note that a service call is set up for January 13, 2017. We have every confidence that the technician will be able to trouble shoot any issues that are currently causing any speed and connectivity issues. We would like to follow up with you after the service call to insure that the issues have been resolved and if there is anything else you are in need of, we can discuss it at that time. We sincerely apologize for any lengthy hold times you may have experienced. Please feel free to contact me at any time (information below). Thank you for being a valued Rise Broadband customer and thank you for your patience as we work to resolve this issue for you. Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Initial Business Response / [redacted] (1000, 7, 2015/10/07) */ Date 10/7/15 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 problem has been rectified and... that we are able to provide the best solution possible to you. Looking at your account, it looks like you called on 10/6 stating that you no longer wanted your account cancelled. I also show that you have been making payments on your account. If you still which to have the account cancelled, please contact customer care and they can get the account cancelled for you. Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We 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] (2000, 9, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Customer support is now responsive again and calls are being answered in a timely manner.

Complaint: [redacted] I am rejecting this response because: This is the exact same scenario I've received every time I've contacted RiseI get passed off to tech suppor., I have to make myself available for a tech to come to my house only to be told that my equipment is fine, and there's nothing more they can do I have made several more calls to rise than what you're indicating and I can tell you for a fact EVERY technician, both over the phone and in person, have told me it's not the equipent on my end Having another technician come out and change a part just to pretend you're doing something to fix your problem isn't really addressing the problem, it's patronizing the customer (me) Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am not interested in what additional services cost from [redacted] nor am I disputing any of thatMy [redacted] dispute involves the services offered by Rise which includes services sold on behalf of [redacted] by RiseListen to the recorded order which we both have access to do and correct however necessary for the services and channels offered I have left several emails to “David” at the resolution offices for Rise, no response Please listen to the order and advise what was offered during the call and what price was given I’m tired of the back and forth messages, and would appreciate a call [redacted] ly to resolve once and for all Again, please read what im asking for and replyWhat services were offered during the recorded call?What was the total price quoted? As the prices were NOT broken down by provider on the callWhat are the total fees for late/disconnect I was charged and credited? Thank you Sincerely, [redacted]

Dear [redacted] ***, We thank you for responding to our offering of service for your needs. We are sorry that this offering was not acceptable to you. Unfortunately, we don't have any residential plans available that offer unlimited data. We are not able to reverse to a discontinued plan within our system. We understand that you are not interested in a 2 year commitment. However, this is the only way we can offer you service as close to what was offered prior. Again, we welcome a call from you to ###-###-####, Customer Solutions, to discuss your options. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention. Kind Regards, ***, Escalations RepresentativeRise Broadband.

Dear [redacted] , July 25, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe sincerely appreciate the opportunity to address your inquiry We have had the opportunity to review the account and would like to share the following: Our Network Engineering Team has confirmed an ongoing network issue within the area (please reference case [redacted] )Our Network Engineering Team are presently preparing to replace an area circuitWhile we consider this a high priority, we do not yet have a specific time frame for completion as we are awaiting the completion of several other factors involved with installation of the circuitWe are confident that upon completion, the issues referenced will be resolvedWe sincerely apologize for the inconvenienceIn light of the concerns, we have placed a credit on the account of $ 45.95, which is the equivalent of one month of internet serviceIn addition, we have noted that a temporary service discount for $off per month, for a three month duration, was previously applied, for a collective total credit of $ We sincerely hope that this information helps to provide further clarification in regard to your concerns Again we sincerely apologize for this inconvenienceThank you for being a valued Rise Broadband customerThank you, [redacted]

Dear [redacted] , Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concernsWe have had the opportunity to research the complaint and would like to share the following information with youThis account is currently on a 15MB plan, which has a data cap of 250GBEach month the data cap is exceeded and billed accordinglyThere have been consistent and steady increases in the amount of data used for at least the previous monthsAlthough we understand data limits may seem inconvenient, these restrictions are put into place for the benefit of all customers within our networkAt this time, we do not offer unlimited data plans to residential customersWe understand that there may be cases in which the data cap is exceeded, and an overage charge of $is applied per GB of data overageIn order to help prevent unwanted overage charges, we send courtesy emails once 75% and 95% of the in place data cap has been reachedWe also offer data monitoring on our website, which is updated every hoursOn line gaming is a large consumer of data, and the settings on [redacted] can be changed to “standard definition” rather than HD, and this will help save data, as wellWe do offer a higher data limit for accounts that enter into a year contractThis would allow you to keep the speeds you currently have, but increase the data limit from 250GB to 350GBOur contracted accounts also enjoy a lower monthly rateIf you would like to take advantage of this offer, please call us at [redacted] and one of representatives will be happy to go over the details of our year contracts with youAfter a thorough review of this account and the data overages, we find that there are no “bogus” chargesThe charges for data usages are valid, and are based on the amount of data used per monthThank you for contacting us regarding data overages, and thank you for being a valued Rise Broadband customer

Dear [redacted] , Thank you for contacting Rise Broadband via the RevDex.com. We appreciate the opportunity to address these concerns. After investigating the equipment in question, we show errors that would indicate that the piece of equipment that powers the radio at the service... location needs to be replaced. This would not be an issue at the tower site. We would be more than happy to schedule a service call to have a technician replace that equipment to hopefully resolve the issue if you would like to continue service with us. We show three calls into our contact center regarding service; these took place on 4/22, 5/03, and 8/17 of this year. Only one of these calls, the one dated 5/03, was related to a tower issue, which has since been resolved. On 8/17, the ticket created in regards to the call was escalated to our Tier 2 team. It was then that we discovered the first signs of errors coming from the power supply of the equipment, and we sent a technician out to inspect the issue. Unfortunately, this particular issue can be somewhat hard to diagnose if it’s intermittent, which it appears to be. We have credited your account for a week’s worth of service, totaling to $10.30, as compensation for the inconvenience and frustration. Unfortunately, if the account is cancelled, the $250 early termination fee is valid and will not be waived. Per our Terms of Service: “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 $250 Early Termination Fee or the remaining portion of the contract, whichever is less.” Our contracts are verbal, however, every statement in regards to the account reflects the commitment. You may view these statements at any time at [redacted] via the Billing Portal. We have included a screen shot of the last statement issued as an example. We appreciate the time taken to contact us and would like to thank you for being a loyal Rise Broadband customer. Regards, [redacted] , Escalation Specialist Rise Broadband

[redacted] ***, Thank you for contacting Rise Broadband via the Revdex.com and for bringing your concerns to our attentionWe appreciate the opportunity to address your concerns and do sincerely apologize for the experiences you have had recentlyShould you choose to cancel, there will be an early termination fee applied to the account, and to avoid this outcome we would like to offer the following as an alternative possibility We will be applying a total credit to the account in the amount of $816.40, which is comprised of $as compensation for the refunds you have given out, and the remaining $is a service creditWe will also be upgrading your solution at our cost within the next daysWe do apologize for the experiences you have had with our sales representatives and that employee is no longer with Rise BroadbandIn regards to the recent problems, these have been weather related issuesThough these issues are outside of our control we do our best to ensure they are resolved as quickly as is possible Again we extend our thanks for contacting us and allowing us to search for a resolutionWe greatly appreciate you being a Rise Broadband customer and hope we can reach a resolution that will allow us to continue providing you internet for years to come Thank you, ***, Escalations Representative

*** *** Thank you for taking the time to notify us of your experience with Rise Broadband Internet Service. We have sent out notifications both by email and via your statements and it was posted on our website of this rate... increase.The rate increase was implemented in December of 2015. All of out plans experienced a price increase.Unfortunately we cannot get you back into your old plan because it no longer exists. I understand your frustration on the rate increase. Please understand that these changes are necessary to improve ournetwork reliability and bandwidth for all of our customers. I hope that you accept our sincerest apology for any trouble or confusion this may have caused you.***, Escalations, Specialist.

Final Consumer Response / [redacted] (2000, 8, 2015/09/24) */ I did NOT place a complaint against Rise Broadband company on September 22, I DID make a complaint several months ago, and although Rise (Skybeam at the time) never responded, their service has since improved to an acceptable level Please contact Rise Broadband to clarify that no new complaint has been made

I am sorry for the trouble you are having. It looks like you called in on 3/7/16 and talked to one of our agents. You accepted a temporary discount until we could get this issue resolved. Thank you for your understanding in this matter. If there is anything else we can help you with please do... not hesitate to give us a call.

Dear [redacted] We are sorry to learn that you have rejected our response to the Revdex.comWe are happy to go over the details again on why we cancelled your account and why we are standing by that decisionAs previously stated, we are aware and pleased that we were able to restore service to your location We are aware that we resolved all the technical issues involvedYour account has been marked “unserviceable”, not because we cannot provide internet to your homeWe know that we were providing it and that we currently could provide itIn our previous correspondence with the Revdex.com, we went over the amount of credits we applied to this accountThe speed issues were resolved but at that point it was your decision to not pay the billThe reason the bill was so high is because there was an unpaid balance from previous months, as well as late charges You will receive a check in the amount of $within weeksIt is a factual statement that we did inform you that the service we were providing at that point was “as good as it was going to be”We are a line of sight internet provider and thus cannot provide service to every locationRise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredThe speeds we were providing were unsatisfactory to you but was the best service we could provide to your particular location at that timeRise Broadband has deemed your account “unserviceable” due to the nature of the repeated calls into our Contact CenterWe chose to not subject our employees to the continuing abusive and insulting statements that have been observed by listening to the recorded callsThe job of our employees is to assist customers, not to be continually berated and harassedIt is for this reason that the account was closed and will not be reopenedOur customer service representatives, and in particular any Supervisor or Escalations Representative are held to a very strict standard, and any “rude” comments from these individuals would have been clearly heard and addressedOur employees maintained a professional attitude during all of the callsThe last Supervisor you spoke with has a stellar reputation and after again reviewing that call, at no time was he rude or disrespectful in any manner The decision to travel to another area or use other means of obtaining internet service were yours alone, and Rise Broadband does not provide compensation for items such as this and we do not reimburse for travelAgain, thank you for your time in writing to usThank you, [redacted]

Dear *** ***, March 30, Thank you for contacting Rise Broadband concerning PC CareIt is noted that you called in yesterday, March 29, 2016, and had the service removed from your accountYou will no longer see this on your billing statements or accrue any charges for it Rise Broadband introduced PC Care as a convenient way for customers to have access to two months of PC support as a free trial offer, followed by an affordable option to maintain it if you choseWe are gradually rolling this out to all customers and we greatly value your feedback on the matter, as this helps us understand how it is being receivedIt was presented in an effort to provide the service to those who find great value in it but otherwise would not have known to “opt in”, thus giving everyone the opportunity to take advantage of the service during the free trial periodMany have found this service to be very helpful and affordable, but we do understand this is not for everyoneOur customer care team makes opting out of this feature an easy alternative for those who decide the service is not something they wish to utilizeAgain, we sincerely appreciate your feedback and we will take your suggestions into considerationThank you for being a valued Rise Broadband customer***, Rise Broadband Escalations Representative