Rise Broadband

*** *** With the given information I was unable to find an account under your nameI do wish to get this resolved for you as quickly as possible and apologize for the problems you have brought to our attentionTo do so I just need either the account number or the
primary phone number for that accountI look forward to hearing from you so we can see this matter to a quick resolution. ***, Escalation Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. While the response is not completely satisfactory, it is no doubt currently the best that will be received. It is greatly hoped that the promised upgrades will occur in at least the prescribed timeframesAs we have repeatedly expressed to Rise Broadband/Skybeam, we extensively rely on a reliable/stable internet connection for our daily business operations. It is for us a ‘critical system’. The account credit is a token gesture that truly does not compensate for loss of productivity due connectivity issuesRemediation of the connection issues is of more primary importance for our business’s operationsWe have been and will continue to monitor and record our connectivity's performance, and are attaching the spreadsheet used for tracking purposes updated through 2/26/2016. When we began monitoring performance on 1/22/we were using Ookla Speedtest exclusively. Since that time download internet connection results from Testmy.net have also been used in addition to Ookla SpeedtestThis site came to my attention as the result of a recommendation by Eric TSchneiderman, the attorney general of New York as reported in the New York Times on 2/8/It is also greatly hoped that Rise Broadband/Skybeam will discontinue the practice of up-selling service plans to individuals pointing to what are known to be currently maxed-out towersSincerely, *** ***

We do not accept the response to complaint The initial mailing from your company was never received and you 2nd was given to us one day before (Dec23) most businesses and offices are closed for ChristmasWe are a tax and insurance service that is dedicated to customer serviceOur phone service was disconnected by Rise Broadband prematurely the week after Christmas while I was awayMy staff had no phones working but were finally able to get them connected again The last week of Dec Rise blamed it on an ice storm but we heard it was because Rise accidentally cancelled serviceWe contacted your service team on the 30th of December and they said the letter says that service would be disconnected the first of the year but that Rise would not act that quickly and there was time to shop for a ***rThe service person ***empted to keep our service in the digital products they had but they could not keep us as customers because of the numbers and our analog systemThey also told us that *** owned the lines and suggested we call them We did call ***, placed an order, but had to wait for Rise to release *** to port the lines and it takes time In all RISE BROADBAND did a horrible job of supporting us, even though we have been prefect paying customersWe a good size business with many customers and they will hear nothing good about this experience. Also we just received a bill for services from 1/3/to 2/2/for service that we still need help correcting We still do not have three of the lines corrected and they will not be done until Thursday the 21st Rise Broad has been nothing but a let down and does all of their business injustice by blaming all the problems on ***We expect our bill to at a $balance and would like a letter of apologyI believe legal action would be just in resolving this matter if we don't hear a better response than "we gave business ample notice/time" Thanks for putting us out of business for a week!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is marginally satisfactory to meThey have basically admitted that my claims are valid and given no real resolution to my concernsI will take the $credit but note that since filing the original claim, my internet service is worse than everI would describe it as "peak-a-boo" internet now: on for a few minutes and completely gone for periods greater than it is on
Sincerely,
* *** ***

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsData overages are updated every hoursUnfortunately, it appears that, since July of this year, the account in question has consistently gone over
the GB data cap in placePer our Terms and Conditions, a charge of $will be applied for every GB used over this capBetween October 1st and 30th, GB of data were used, resulting in a charge of $Previously, between September 1st and 30th, GB of data were used, which caused a charge of $While we send data overage emails as a courtesy, the amount reflected on your final statement would be considered the most accurate as delays may occur when sending email noticesYou may check data usage at any time at www.risebroadband.com, where the data tracker is updated every hours, for the most accurate data count availableWe sincerely apologize for any inconvenience this has caused youThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Dear Mr***,
Thank you for your inquiry regarding the status of your refund requestI am pleased to report that a adjustment has been completed to your credit card for $as equipment has been picked upThe adjustment was completed on 12/15/
We apologize for any
inconvenience for any delays in recovering equipment and making the adjustment
Kind Regards,
Rise Broadband

Dear *** July 26, Thank you for submitting your further concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity once again to address your concerns We have reviewed your account and determined the followingWhile your initial contractual agreement was initiated under ***; we would like to clarify that *** and Rise Broadband are one in the same companyWhile our name was changed, all agreements and contracts that were applicable under *** are maintained by Rise Broadband Our internet service is on a point to point system; and therefore we are unable to guarantee service at any given location until a technician visits the propertyIn this case, the technician who visited the property was not able to establish line of sight due to the tree lineWe sincerely apologize for any misunderstanding when the transfer process was initially set up We have evaluated the account and have determined that the early termination fee is valid Our records reflect that an escalations agent reached out and left voicemails on the dates of June 28th, 29th, and 30th to further discuss your concerns Thank you once again for bringing your concerns to our attentionThank you, *** Escalations Specialist

Dear
***, August 16, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your inquiry We have had the opportunity to investigate your concerns and would like to share the following: In reaching out to our Area Network Supervisor, we have been advised of a recent area network issues (please reference case***)We have confirmed that this particular issue has since been resolvedUpon review of the radio antenna mounted at the home, we have noted some concerns and would like to dispatch a technician out to the property at your earliest convenienceWe would encourage you to contact our Technical Support Department at (***; as they will have access to the available dates and times and can set up a time, per your convenience, for our technician to be dispatched outIn light of the concerns, we have placed a credit on the account of $ 29.95which is the equivalent of one month of internet service, excluding any taxes or fees Thank you once again for bringing your concerns to our attentionWe sincerely hope that this information helps to provide further clarification regarding your concernsThank you for being a valued Rise Broadband customerThank you, *** **
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Initial Business Response /* (1000, 12, 2015/12/10) */
Date: 12/10/
*** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services
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 record shows that you agreed to a two year agreement which we cannot waive per our policyOur records also show that you have canceled your account with usI sincerely apologize for your inconveniences, we hate to see that you have left our companyIf 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 supportThank you,
*** ***
Escalations Manager
www.risebroadband.com
XXX-XXX-RISE

Dear *** ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning your service and we hope to provide a satisfactory response to your inquiry We sincerely apologize for any
inconvenience experienced due to the known network issues in the areaWe are working to fix and upgrade our equipment on the tower, however we are currently in the process of finalizing the contract with our Tower HostThere is no estimated time of resolution for when this will happen, however we consider this a priority and are tentatively hoping to begin the work within the next month After speaking with our Network Area Supervisor and our Tier Technical Support Team, there are two other towers in your area that we may be able to connect your service to which are not experiencing the latency and packet loss that the current tower isWe recommend contacting our Technical Support team at *** at your next earliest convenience to set up a service call for a Technician to come out Rise Broadband shows we have been contacted several times since August 22, about slow speedsAt that time, we are showing that there were intermittent spikes of latency and packet loss occurring on the towerFollowing that, the issues have gradually become worseRise Broadband’s Customer Care Team provides credit for service issues upon request and can be contacted at ***In light of the service issues, we have provided a credit of $65.95, which should post to the Rise Broadband account within one to two business days We currently show that the service being received is our Residential MB month to month serviceWe offer special promotions each month to both our existing and prospective customers which can save money or potentially improve the serviceWe highly encourage our customers to contact our Sales Team at *** to see if any of our promotions are of interest We sincerely hope this information provides clarification regarding your concernsThank you for being a valued Rise Broadband customer. *** **
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Complaint: ***
I am rejecting this response because: this is the same response I have been getting since the problem started months ago the company is not making any effort to resolve the problem and can't maintain the minimum standards they have set for them selves
Sincerely,
*** ***

Dear *** *** Thank you for taking the time to speak with me on the phone todayDuring our conversation, we went over all the possible solutions to resolve the issues you are currently experiencingI agreed to apply a $discount to the account for a month durationRise Broadband will attempt to reload the services to a different tower once the account is brought into good standingWe discussed data usage, and I offered some ideas on how to keep from exceeding themWe also discussed the possibility of LTE coming to your area, along with the pricing and data limits available for our LTE plansI believe that after having discussed these issues, we have provided a better understanding of the current situationI am aware that this is a less than optimal situation for you, but I have every belief that we will come to a mutually satisfactory outcomeAs promised, I will continue to monitor the account, and once I am able to, I will set up a service call so that our technicians can come out and attempt the previously mentioned reloadAgain, I appreciate your time today and am glad that we got to speak openly about these issuesI will be in contact with you in the futureWe sincerely appreciate you being a valued Rise Broadband customerThanks, *** Executive Services, Rise Broadband

Dear *** ***, We appreciate you bringing your concerns to our attention through the Revdex.comThank you for providing us with the opportunity to address the issues concerning the remaining balance on the account and we hope to provide a satisfactory response to your inquiry
Rise Broadband is a monthly service provider, and charges for a fully month of service at a timeWhen the request to cancel service is made, the remainder of the service month is not refunded, as was advised when the service was canceledWe have included a section from our Terms and Conditions of Service below for review, and additional information can be found on our website at: https://www.risebroadband.com/legal/broadband-internet-terms-and-conditions-of-s...⇄ USER may terminate the Service at any time upon notice to RISETermination is effective on the date you contact RISE to cancel the Service or as of a future date designated by USER or RISE, provided RISE can support such future dateHOWEVER, PAID CHARGES ARE NOT SUBJECT TO REFUND SO IF USER CANCELS SERVICE BEFORE THE END OF A BILLING CYCLE, THERE WILL BE NO PRO-RATED REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH PERIODS REMAINING AFTER THE TERMINATION DATEADDITIONALLY, IF USER AGREED TO A SERVICE PLAN THAT REQUIRES A MINIMUM TERM COMMITMENT (“SERVICE TERM”), AND SERVICE IS TERMINATED PRIOR TO THE END OF THE SERVICE TERM, USER WILL BE SUBJECT TO AN EARLY TERMINATION FEE as set forth in the Additional Fee Statement (as defined herein) We sincerely thank you for having been a Rise Broadband customer and we hope this information provides clarification regarding your concerns *** **
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Complaint: ***
I am rejecting this response because: All of this I have heard beforeThis will not be resolved until I have received a check and it has clearedI believe nothing this company has to say
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I had contacted them during the time period they stated that there wasn't any communication.Consumers....Beware....keep good notes. When you call you'll hear customers in the "wherever you live" area are experiencing issues...actively working on it, you're in trouble, or if you hold for plus minutes you might get a tech on the line and they will tell you the same or may even set up a service call for a quick fix but it will go right back to very, very, slow. Paid for M and got 90% of the time. There are much better options out there. Rise Broadband is no longer the only game in town
Sincerely,
*** ***

*** *** Please accept our apologies for any inconvenience this has caused youIt is my understanding that the bill has not hit your credit, but we are unable to access any information about your creditPertaining to the bill in question, we have it on record that our techs were unable to
retrieve the equipment due to accessibility issuesPer our terms and conditions, if we are unable to reclaim our equipment, then a charge of $is appliedAfter the application of this charge, the remaining bill is in the balance of $and this charge is valid***, Escalations Specialist

Dear J*** *** Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe sincerely appreciate the opportunity to address your concernsWe are sincerely sorry to hear that the internet connection is poor/slowWe do note that there is a ticket that is open
that is currently with our Tier II Technical TeamWe are working diligently to resolve any issue you are currently seeingIt is noted that a service credit of $off for months has been added to the account, and we are happy to continue to provide this discount until the issue is resolvedWe highly encourage you to continue to call into our contact center to report any connectivity or speed issuesAdditionally, we would be happy to set up a service call so that a technician may come to the home and try to resolve any possible issues therePlease call us at *** to set up this appointment at your convenienceAfter reviewing the account, our records show that the year agreement was agreed upon in September As part of the agreement, the installation fee of $was waivedThe contract will expire in September We would also like to share with you that this account enjoys unlimited data, something that we as a company are moving away from and is no longer available on residential accountsAny changes to the account will nullify the unlimited data and we are unable to reinstate that featureYour 2-year contracted agreement is confirmed in several formsYou 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 completedIf you should elect to cancel service prior to September 2017, we will be unable to waive the early termination feeHowever, we will continue to strive to resolve any issues you may experienceThank you for being a valued Rise Broadband customerThank you *** Rise Broadband, Executive Services

Initial Business Response /* (1000, 11, 2015/10/14) */
Dear *** ***,
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
Initial Consumer Rebuttal /* (3000, 13, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because my wife and I actually had to cancel service with Rise and move to a different location where we could receive adequate service from a different companyWe had to take this extreme measure because our jobs are dependent on having internet service at a level we were paying Rise for but not receiving
Obviously now that we have cancelled service there is nothing further Rise can do for us, but I do not feel that this matter needs to be cataloged with the Revdex.com as having any kind of satisfactory resolution
Having said that, I do not with to receive any further correspondence from Rise on this matter

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

*** ***, We apologize for any inconvenience we have caused you and appreciate your feedbackAfter investigating your concerns we found the following: All of the contracts that we offer are agreed to verbally when speaking with the sales representativeWe also do offer an email that
outlines what plan was signed up for and asks for verification to ensure the information is correctOur files do show that we sent off this email to: ***Also, on the monthly statement we send out, it states which plan you are onI do apologize for the confusion on this matter, but unfortunately we are unable to waive the early termination fee. ***, Escalation Specialist