Rise Broadband

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]

Complaint: ***
I am rejecting this response because: The service ticket #*** they say they have resolved as of 01/04/is still unresolvedInternet speeds per multiple "test my speed" sites including Rise's own speed check show speeds to still be severely under what is adequate per contract at least 50-65% of advertised speeds of up to (20mbs)All my tests still come in at under 8mbs download and some under 3mbsI continually experience buffering while trying to stream ***, ***, ***to the point of extreme frustration and end up turning off the TVThe crediting of my account is appreciated but still unacceptable, as what I want is service at a level that is within the acceptable limits of what is stated in the service contract
Sincerely,
*** ***

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
***, 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

Complaint:
I am rejecting this response because:
Sincerely,
*** *** I do not accept what they have to sayand apparently there is nothing I can do, That's so sad that companies do not have to make a customer happy anymorepay your bills on time and gets you no where. Well at least the complaint was filed

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 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

Initial Business Response /* (1000, 19, 2015/09/22) */
Date 9/22/
Dear *** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have 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 your inconveniences
In light of our investigation, we show that you have decided to cancel your account with Rise BroadbandWe would like for you to reconsider, and allow us to improve your customer service experience by upgrading you equipment and getting you the speeds that you requiredWe tried calling you on 09/22/2015, but there was no answer
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
XXX-XXX-RISE
Rise Broadband Internet Services
http://risebroadband.com/
Initial Consumer Rebuttal /* (3000, 21, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Rise Broadband, due to this being an attempt to sweep any issue they have with customers under the rugThis is not the first issue we have had with themThis company has a reputation in our community as not caring about their customersOur subdivision has an app where neighbors communicate about issues within the neighborhood and there are numerous discussions regarding the lack of service provided by Skybeam/Rise BroadbandWe had to cancel our service with Rise Broadband so that we could actually receive a more reliable internet service for our work, school and personal needsIf they would have taken care of the issues our neighborhood was having at the time that we all were customers we, along with our neighbors, would not of had to cancel and connect with other local companiesIts easy to say, as a company, that you have taken every action possible to rectify a problem when in fact you did nothing until the customer leaves and then try to clean up your mess with empty wordsSince we were told, by several employees of Rise Broadband, that our internet issues were not a high priority (they actually said it was a Medium Priority) and would not give us an estimated time of repair, or even an estimated time that a technician would begin looking at our issue, we had to cancel our service with them to make sure we had internet service provided for our daily needs
Final Business Response /* (4000, 23, 2015/09/30) */
Mrs***,
Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersAs for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services
I sincerely apologize for your inconveniences as well as your neighbors and would gladly assist you in restoring your internet services with us in the future, should you change your mind

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11031047, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because: No, I called on 3/to tell Rise not to remove my equipment until I have setup a new service The call I made today had nothing to do with my complaint I did not accept a discount A $a month discount on an $service in which I'm receiving less than 1/mbps download speed is not acceptableI'm canceling my service and I want the early termination penalty waived because per your technician, nothing can be done to improve my service because your tower is full.
Sincerely,
*** ***

*** *** We are sorry to hear about your issues getting the refund checkAccording to our system the check was sent, and has been cashedI would like to double check with you, that you did in fact receive and cash the checkOur records show the check was cashed 6/22/***, Escalation
Representative

Dear ***,
July 12, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns Upon reviewing your account, we noted that a technician is currently set to come out on July 14, between the hours of 12:and 4:Our service call time frames serve as an approximation for the technician’s arrivalTechnicians may encounter unforeseen circumstances that may delay their arrivalWe apologize for any inconvenience that this has caused Additionally, it is legally required that two certified technicians be on sight for any service calls involving a towerThis is for the safety of the technician, and to insure the efficient and proper completion of the jobIt is our understanding that the field technicians that arrived on June 15th and 16th were not legally certified to perform the tower climb required We sincerely apologize for any confusion or misunderstanding that resulted from the delay in your service call due to this being a two person, certified technician job We did note that a service credit was added to the account in the amount of $24.48, on July 5th Thank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedThank you, *** Escalations Specialist

Complaint: ***
I am rejecting this response because: I did not request the upgrade, just to see if it was possibleI was also not notified of the changes to the data planI want the same pricing for unlimited that I had before.
Sincerely,
*** ***

*** ***, After talking to you on the phone we contacted our Texas Technicians about this issue and we are making headwayThere are plans underway to upgrade the towers in your area to support our customers thereA meeting is being held this week to discuss this project and create a timetable
in which to accomplish itI will continue to keep an eye on this project, and ensure that everything happens as quickly as possibleWe do apologize for the inconveniences you have experienced and we are working to resolve this issue***, Escalation Specialist

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issuesIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customersWe sincerely
regret that this has not been consistent in your experience with our serviceRise Broadband has identified an issue with the tower that causes slow speeds at timesWe sincerely apologize for the inconvenience and understand your frustration regarding this matterAt this time, we are unable to provide a specific date regarding when the upgrades to the tower will be completed however, we can assure you that our Network Engineers are treating it with the highest priorityIn light of your concerns, and the difficulty that you have experienced because of this, we have applied a temporary service discount of $to the service for the next three months for a total discount in the amount of $If for any reason our towers issues are not resolved at the end of the discounts days, the discounted amount can be revisited, if necessaryThank you for your time and patience while we work through the towers issues and for being a valued Rise Broadband customer Best Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** *** While we do understand and appreciate what you are asking, we are not able to guarantee that you will not see offers like this in the futureOur Marketing Team occasionally does roll out these types of offers and promotionsThere is no way to exclude one customer from theseWe apologize that we are not able to accommodate your requestUnder the Rise Broadband terms and conditions, we have the right to change service and fees with notification to the customerWe have made a best effort to notify customers of the changeAs previously stated, we are allowing a day free period to provide customers the time to try the service and then make the decision to keep it or discontinue it with no chargeYou may view our full terms and conditions at http://risebroadband.com/legal/general-terms-and-conditions/ I will bring you concerns to our Marketing, Sales and Management TeamsAgain, thank you for your time in communicating your concerns with us***, Rise Broadband Escalations Representative

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/
Dear *** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have 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 your inconveniences
Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersI sincerely apologize for your inconveniences and would gladly assist you in restoring your internet services with us in the future, should you change your mind
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
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 9, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company repeatedly states it apologized that I did not have a satisfactory experience and they did everything they could to provide the best possible solution, which they did not, this answer is unacceptableI was misinformed and misled into a product I paid for and did not receiveThis company stole my moneyThey only acceptable response from this company would be a refund check for money I paid for a service I did not get
Final Consumer Response /* (2000, 12, 2015/10/07) */
I received a refund check in the amount requested on Monday October 5thThis case is now closedThe business did the right thingThank you

Dear *** *** Thank you for contacting us via the Revdex.comWe hope to provide clarification and resolve this issueOur records indicate that paper billing was requested, however, this function was never updated in our systemAs a result, the payment was late and incurred a late
fee ($15) and eventually a reconnect fee ($30)While the price of internet has increased by $for our non-contracted customersThere has been an increase in feesThis is reflected in the higher monthly statement balanceThe Carrier Recovery Fee increased, from $to $The Carrier Recovery Fee increase is companywide and cannot be changedHowever, you could save money if you convert the account to a 2-year agreement The rate increase covers the rising cost to support our high-speed Internet as well as the costs associated with expanding our networkThe rate increase was implemented in an effort to meet the increasing demands on our network and to continue to improve the reliability and speed of our entire customer baseBecause you requested paper billing and that was not provided, we are crediting one late fee of $and one reconnect fee of $30, for a total credit of $At this time the account is paid in full and has a credit in the amount of -$We sincerely apologize for any inconvenience this issue may have causedWe have made no changes to add paper billing to the account, but we can do that if at any time in the future that is requested If you are interested in saving money by moving to the two-year agreement plan, please call us at *** and ask to speak to one of our Sales Specialists Thank you for contacting us and thank you for being a valued Rise Broadband customer *** **
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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:The problem has not been resolved. See the attached screen images of the speed tests. There are date/time stamps also recorded.If this is the speed I'm going to get that's fine, but the billing needs to change to a lower price for the lower service provided.The billing also needs to be credited from the time of the price doubling and the service lowering
Sincerely,
Guy *** *** *** *** ***
*** ** ***
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