Rise Broadband

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 *** *** ***,
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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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

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

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 *** ***, 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

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 *** ***, 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

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

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 *** *** *** *** 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

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

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
***, December 7, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe sincerely appreciate the opportunity to address your concerns We apologize for any misinformation that may have been communicated regarding your previous service call on November 28, Rise Broadband requires that someone over the age of be present during all service callsIn the event a customer is not home, our protocol is to have our technician make a note that he visited the property, at which time the customer would be expected to call back to rescheduleWe have discussed your concerns with our dispatching supervisorWe sincerely appreciate your feedback, as it will allow us to provide coaching and further training to our field team, as needed We have noted that there may be an alignment problem with your radio. We have a service call scheduled for today, December 7, It is our hope that the technician will be able to stabilize your radio signal and resolve your recent service issues We have provided a one month service credit on the account totaling $59.95, in light of your recent service issues and any misinformation that may have been providedWe regret any poor customer service you have encountered Thank you once again for bringing your concerns to our attentionWe sincerely apologize for any inconvenience you have experienced. Thank you, *** Executive Services

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe’re sorry to hear that you’ve been having issues with your serviceWe are working diligently on the issue, and per the area field technician
supervisor, we have several plans in place to relieve any issues at the tower site, including having ordered new equipment that will be installed upon arrivalWe currently show that your account has been credited $for downtime experienced between 10/13-10/17, as well as $over months for a total credit of $At this time, the account does not qualify for further creditWe also currently show that you are on a legacy Websurfer plan, which offers a Mbps download speed with Mbps uploadAt this time, we offer up to Mbps in your areaIf you are looking for higher speeds, these other packages may be something to considerIf you would like additional information on these other speed plans, our representatives at *** would be more than happy to assistThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Dear
***, June 29, Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns We have had the opportunity to review your account and would like to share the following: We have noted a recent network issue within the area (please reference case***)However, as we have confirmed with our Area Network Supervisor, the issue has now been resolvedWhile our Network Team is continuing to monitor the area, the packet loss concerns referenced appear to have been alleviatedUpon review of the radio antenna, however, we have noted a very high uptime which can result in issues such as packet loss and speed degradationThe radio antenna has been successfully rebooted, and subsequent tests reflect that the connection has stabilized and should provide far more optimal service moving forward We sincerely apologize for any inconvenience resulting from these issuesWe have placed a service credit on the account in the amount of $63.94, which is the equivalent of one month of internet serviceWe hope that this information has helped to provide further clarification in regard to your concernsThank you for being a valued Rise Broadband customerThank you, *** **
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Dear *** ***, Thank you for contacting the Revdex.com with the concerns regarding intermittent connection issues, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our
customersWe sincerely regret this has not been consistent in your experience with our service We have identified an issue with the tower that causes intermittent connection at timesWe sincerely apologize for the inconvenience caused by the outages you experiencedRise makes every effort to improve the network to provide the best possible service to our customersWe truly understand how frustrating outages can be. After speaking with our Network Engineers, on 2/the issues were resolved and the tower is now stableOn 2/a service credit in the amount of $was applied to your account for the inconvenienceThank you for your time and patience while we work through the tower issues and for being a valued customer Thank you, David R.Executive Services | Rise BroadbandPhone: [email protected]

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