Rise Broadband

*** ***, 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

Complaint: ***
To whom it may concern, I wrote to the Revdex.com to discuss a problem I had with Rise BroadbandThey have not satisfactorily answered my requestInstead they suggested that I re-initiate business with them which is not a response, it is a business pitchThey were not responsive to me and they have poor internal processes and an unwillingness to work with me in these strange circumstancesI would like the business to proceed by refunding me the money they charged me without giving me notice that the free account was no longer free, as well as the same amount per month for the entire time they used the City’s facilities to benefit their company Please follow up with me directly and let me know how to proceed. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWhile Rise did not clearly indicate that they would send a technician to my house free of charge in the previous offer, they did so on this latest oneI will contact them to schedule the appointmentHowever, if the "reloading to a different tower" is not successful in fixing my service issue, I will be lodging another complaintCan this complaint be left open until they complete their work and I can review the results of the change they are proposing?
Sincerely,
*** ***

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

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,
*** ***

Dear Mr***, We thank you for sharing your slow speeds concern with usYour concern is being addressed We apologize for the slow speeds service from our system. We have had the opportunity to look into the system performance and your submitted ticketA number of adjustments and upgrade have been performed at the Access Point-TowerWe feel that progress has been made in terms of performanceThe issue has been resolved and ticket closed. We do recognize your hesitation on calling with your concernsHowever, if you would like to reduce your plan to a level of speeds that will still meet your needsWe invite you to call our office at 844-411-to discuss your options with our tech support or sales team. Again, we apologize for any inconvenience Kind Regards, ***, Escalations Representative Rise Broad

Dear
***, 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. We appreciate you bringing these issues to our attentionOur Network team will be installing a new circuit in the area beginning on July 1st This addition to the network should alleviate the degraded speeds that you are currently witnessing, and help to overall stabilize the area networkWe need to address each customer on an individual basis, if at all possibleThis will help to enable us to assess any issues that may be specific to a particular customer’s accountWe here at Rise Broadband would encourage any customers experiencing issues to call in individually so that we can review their concerns on a case by case basisAdditionally, we can evaluate each customer’s account for credit when they call inThe best number for customers to call would be ***Thank you once again for bringing your concerns to our attentionWe sincerely apologize for this inconvenienceWe greatly appreciate your feedback and your businessWe here at Rise Broadband hope to have the opportunity to continue to serve you, and your community, for many years to comeThank you, *** Escalations Specialist

Initial Business Response /* (1000, 6, 2015/10/21) */
Date 10/21/
Dear *** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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
I have researched your account and do show that you are on a meg packageAll current SOS cases have been closedWe have tried to reach out to you a couple times and have left messages for a call backWe have not heard back from you at this timeI did look and you are not under contract at this timeIf you are still having issues, please contact our acquisition team so that they may be able to better assist youXXX-XXX-XXXX
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
Thank you,
*** ***
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 8, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not acceptableFirst it is addressed to *** *** I am not *** *** I have not only returned the phone calls but have had to continue to call because my service is essentially non-existentI have spoken with numerous agents of the company and been refused to speak with a manager on multiple occasionsI left a message with two different people for *** *** to call me, and have yet to get that callI have spent over hours on hold in the past days alone trying to deal with service issuesAgents on the phone report I am under contract, while this message says I am notI have not been compensated monetarily for the lack of service in any fashion, which is completely unacceptableConsistently my neighbors have service, while I do notI am told there are no other packages than the one that I am on, while I can see my neighbors bill and know that this is not trueIn general I feel like I am not receiving any customer service at allI am making attempts to resolve this without legal ramificationsIf that cannot be done, I will obtain legal counsel to resolve this matter
Final Business Response /* (4000, 10, 2015/11/06) */
11/6/
*** ***
I am showing that we did a service call on 11/We were unable to move you to a different towerHowever the tech was able to repeak you're your equipmentAfter the service call I did call and left a message for Mr*** to see what the speeds were likeI have not heard back from himIf you are still having issues please contact technical support so that we can resolve the issues
My field infrastructure team states that this area is scheduled for an upgrade and they are waiting on the new circuitThey are hoping after the first of the year the upgrades will be done
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
Thank you,
*** ***
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE

Dear *** ***, 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 a positive customer experience for all of our customers, we sincerely regret that
this has not been consistent in your experience with our serviceRise Broadband is a bill ahead service however, our customers are allowed to terminate service at any time upon notice to RiseRise Broadband is unable to credit for paid services if the account is canceled before the end of a current billing cycleFor additional clarification regarding this please see below from our terms and conditions that can be found at our website: https://www.risebroadband.com/legal/broadband-internet-terms-and-conditions-of-s...⇄ CANCELLATION / TERMINATION / CHANGE IN SERVICE 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)However, in light of your concerns and the difficulty that you experienced we would like to honor your request to waive the chargesThe account officially reflects a zero balanceWe regret losing you as a customer and hope that you pleased with the actions that were taken to rectify the situation. Best Regards, Danielle YExecutive 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 ***, and find that this resolution is satisfactory to me I just wish your first tier techs were kept in the loop better and could tell me there are still issues
Sincerely,
*** ***

Dear *** ***, Thank you for contacting Rise Broadband regarding the slow speeds experienced, and we would like to share the following; Rise Broadband apologizes for the delay in the network repairs, however we are pleased to report that the congestion issues that were being
experienced have been corrected as if 12/01/and traffic is now passing normallyWe do see that our Technical Support team as contacted on 11/30/and we apologize that the case for the congestion had not been updated to reflect that we had Field Technicians working to correct the issues at that timeIf service issues are still being experienced, we highly recommend contacting our Technical Support team at ***3, option 1, when the issues are being experienced so that we can assist with trouble shooting the issue In light of the service issues experienced, we have provided a credit of $to the account, equivalent to months of credit, prior to taxes and feesThis credit will post to the account within the next one to two business days Thank you very much for your time and patience in this matter, *** RExecutive Services | Rise Broadband Phone: 844-411-RISE ***@risebroadband.com www.risebroadband.com

Complaint: ***
I am rejecting this response because: Once again I will repeat thisYou have promised many times during our phone conversations that you were upgrading the equipment to the tower we are pointing toThis has not been doneYour service people have told us know several times that "it was not in the budget" this timeYet you continue to collect monthly premiums as though you are providing what we pay for each monthYour speeds have been consistently below 50% of what the package isThis is misleading and borders on fraudYou should not have added more people on a tower that you knew you could not supportI should have a refund of the monies I paid you and did not receive anywhere near the service speeds you claimed
Sincerely,
*** ***

Dear *** *** *** *** We have received your rejection to our response to the Revdex.comUnfortunately at this time, we have no further information on when a resolution will be provided for this issueThe ticket you referenced (***) remains openWe do recognize that there is some degradation and slower speeds during peak hours on this equipmentAs such, we have provided the $discount on the account for months After reaching out to the infrastructure manager in your area, we are unable to give an approximate date when the work will be completed to resolve the speed issues you are currently facingAfter taking a closer look at your location, we have identified two potential towers that we could attempt getting you service fromThis would be at the sole discretion of the service technician who comes to perform that work, should you elect this optionThe technician would have the final say in being able to determine if we would be able to provide line of sight service to your homeHowever, given that there are known issues with the tower you are on, this is an option we may want to considerIf you would like to further explore this option, we would encourage you to call our Contact Center at ***We would need to set up a service call and send technicians out to see if we can provide line of sight to one of the other two towers we are seeing as a possible option for you Thank you for taking the time to correspond with us and that you for being a valued Rise Broadband customer Thank you, ***Escalations Specialist Rise Broadband

Dear *** ***, We would like to thank you for allowing us the opportunity to address your concerns via the Revdex.comAfter having had the opportunity to review the account, we would like to share the following: Rise broadband sincerely apologizes for the level of service that has
been experienced throughout the time the tower has experienced less than optimal speedsWe certainly understand that after an extended period of time with continued speed issues it may seem like Rise Broadband has no intentions to rectify the issue, but that certainly is not the case. Rise Broadband has explored many different options in an attempt to better the service at this residence, we sent a technician to the residence 09/18/to try and point the service to a neighboring towerThis was unsuccessful as our technician discovered we have only one tower option within line of sight to your residence that can provide servicesOur Network Engineers are still unable to provide and estimated completion time as to when the ticket (***) for congestion will be resolvedHowever, although we are unable to provide and estimated completion time Rise can certainly compensate the account for the time speeds have been affected at the towerWe have applied a onetime credit to the account accumulating the months previous that were affected by this issue at our tower for a total credit in the amount of $Additionally, we have added a temporary service discount of $for the next three months for a total credit of $If for any reason at the end of these three months the issue is ongoing the credit amount can be revisited, if necessaryWe hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customerBest Regards, Danielle YExecutive 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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello Mr.***,
Can you provide us with the days that you were without service.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
Thank you

Dear
***, July 18, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We did notice that you have a service call set up for July 20, It appears the radio on your roof may be experiencing an alignment issue, which the technician will evaluate once he arrives on sightIn addition, there is another tower in the area which may provide more stable serviceThe technician will be able to evaluate possible line of sight to the other tower while he is at the property as well We have noted that you have been provided with credit between the dates of May 19, and July 11th, 2016, totaling $In addition to this, we have provided a $discount on the account for a three month duration, due to your service issues 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 comeThank you, *** Escalations Specialist

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 inquiryWe deeply regret any unsatisfactory
customer service you may have experiencedAt Rise Broadband we strive to each a positive and efficient customer service experience on each and every call. We sincerely regret that this was not your experienceWe apologize for any extended hold time as wellOur chat team is unable to troubleshoot issues, but rather is there for billing issues and other inquiries, but not attempting to troubleshootWe sincerely apologize that promised return calls were not made, and that overall, this has been an unpleasant experienceFrom our observations, we see no issues at the tower at this timeWe feel that the best course of action would be to arrange a technician visit the residence to identify and resolve any issues thereAs such, we will be reaching out today by telephone to set up a convenient time for this service callBecause of the combination of service issues as well as poor customer service concerns, a credit to the account has been applied in the amount of $39.95, equivalent to one month’s serviceThank you for your patience as we work towards a resolutionWe are making every effort to provide the best possible internet experienceWe believe that once a service call has been performed, the internet service will be vastly improvedThank you for being a valued Rise Broadband customer Thank you, ***
*** ***
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:
We stand by our decision We did not receive the product/service we paid for each monthWe complained about the service many timesWe were told to do speed checksIf a business won't stand by their service and demands you pay an early termination fee after complaints were noted, then the business is stealing from the customer You demand we pay you for something we don't receive, that's a pathetic way for a business to make money We feel RBB owes us for a product/service refund of $We should add on the amount of data used from the time we were on hold waiting for your employee to answer our callsIn case you don't recall, we were on hold for 50+ minutes many times Is the service so bad that you need to hire additional employees to meet the demand of complaints called in???You can take the $early termination fee out of the money owed to us
*** ***