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,
* *** ***

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,
*** ***

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 *** ***, 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: 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,
*** ***

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 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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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

*** *** 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 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
***, 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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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

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 *** *** ***,
August 1, Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe appreciate the opportunity to review your inquiry In reviewing the account information, we have noted that the domain expired on August 22, It is our understanding, following our conversation on August 1, that you were successfully able to migrate the domain name over to a new providerWe have cancelled the account effective August 1, following our conversation with you today We have provided a credit of $on the account as requestedWe sincerely apologize for any misinformation that may have been provided by our staff, or any potential miscommunication that may have taken placeRise Broadband strives to provide an exemplary and efficient customer service experience with each and every company contact, and we sincerely apologize that this was not consistent with the experience you encountered Following the issues our Network Team encountered with the server, we were able to successfully regain access to the FTP and the databaseWe have provided a link below where you may view and download the files in question *** Upon further review with our Network Team, we are unfortunately unable to retrieve or recreate the SQL data files as our Network Team does not have the resources to support a third party data baseWe apologize for the inconvenience We hope that this information helps to provide further clarification in regard to your concernsThank you for affording us the opportunity to address your concernsWe sincerely appreciate your time and feedbackThank you for having been a Rise Broadband customer *** **
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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

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 return of the Managed Router and we hope to provide a satisfactory response to your inquiry
Rise Broadband sincerely apologize for any unprofessional conduct that may have been experienced when speaking with any member of our staffIt is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience Our records indicate that the most recent request to speak with a supervisor was on 12/15/2017, when Supervisor Greg took the call and the return of the router was discussedPrior to that, we have record that a Supervisor was requested on 08/13/and Supervisor Jaoquin discussed the duration of the contractThere are a few other Supervisor escalations with a request for contact, and we show that contact was attempted by the Supervisor(s) each time it was requested, however there was no answer and a voicemail was left insteadWe sincerely apologize for any inconvenience caused by our call back policies for supervisorsThis is not meant to confuse or anger our customers, but instead is aimed at allowing the Supervisor time to review the escalation and also allows the agent to proceed with assisting the next customer, helping cut back on hold times Rise Broadband is always looking for ways to provide better services to our customers, and our PC Care service is one such serviceIt is provided to customers as a two-month free trail, and after that becomes $per monthIf the service is not utilized, it can be removed from the account and all charges refunded by requestWe show that the service was first charged to the account on 06/20/2016, and was for $6.60, due to the proration for the service month, and was removed on 04/21/When the service was removed, our systems automatically prorated the service and refunded $to the accountWe have refunded all charges for the PC Care service, a total credit of $87.82, not including the previous automatic correctionsThis will post to your Rise Broadband account within the next one to two business days Rise Broadband offers different promotions on a monthly basis and these promotions are constantly changingWe encourage our customers to contact us by phone or visit us online at www.risebroadband.com if they are interested in finding out more about our promotions, though in most cases they require the renewal or signing of a two-year contract Rise Broadband does not sell our equipment, including our Managed RoutersThey must be returned when service is canceled, and a monthly charge of $is charged to the account per month for the router, and is present on each of your monthly statementsIf the Router is not returned, there may be a charge of up to $ Once all equipment has been picked up and returned, we will refund the remaining credit balance on the account via paper check to the mailing address on fileThe expected timeframe to receive a refund after this process has started is 4-weeks We sincerely thank you for being a Rise Broadband customer and we hope this information provides clarification regarding your concerns David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***, Thank you for contacting us through the Revdex.comWe are pleased to be able to respond with a resolution At this time our records indicate that the account has a credit balance of $We have submitted a request to expedite the refund so that it
arrives sooner than the 6-weeks it generally takesWe are not delaying the refund due to the fact that the equipment is still at your location, but our check refund does take some timeAs mentioned, this has been expeditedWe cannot say with any certainty when the check will arrive, but we expect you will receive it sooner rather than later Regarding the equipment, we currently have a date set of February 1, for a technician to come and remove itIt is not necessary that anyone be home at the timeThe account is in no way being charged for the equipment Again, we want to thank you for reaching out to us regarding this matter, and thank you for having been a valued Rise Broadband customer Dear *** *** Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com