Rise Broadband

Dear [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issues 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 Rise 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 upgrades to your tower but we can assure you that our Network Engineers are treating this with the highest priority Due to the ongoing issues in your area, we have applied a $service discount to your accountThis discount is good for 3mths, at which time we are happy to reevaluate your situation to extend this discounted offer if necessary Thank you for your time and patience while we work through the tower issues and for being a valued customer Best regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Ms [redacted] April 18, Thank you for taking the time to notify us of the concerns you have in regards to your service with Rise Broadband and the early termination fee (ETF) associated with cancelling your account Our records indicate an outage on your tower on April 8, in which you contacted the Call Center and your account was documented of this issueThe outage was promptly resolved and service was restored to all affected customers within a 2-hour timeframeIt was noted in the Revdex.com letter that you have, in fact, been without service for a month’s timeUnfortunately, since we do not monitor each customer account individually, we ask that when you do experience connection issues, you make contact with our technical support teamThese representatives are trained to troubleshoot, identify and rectify these issues in a prompt manner as well as note the account so we may take any other actions necessary on the accountThe 2-year contracted agreement is confirmed in several forms The service(s) you are paying for is indicated on your billing statement each monthExcerpts have been included to show exactly where this information can be locatedYou 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 completed We sincerely apologize for the frustrations you’ve encountered and hope this letter has provided clarification on our policyOur Call Center phone line is: 1-844-411-RISE (7473) if you have any further questions, please feel free to call [redacted] Escalations Specialist, Rise Broadband

Complaint: [redacted] I am rejecting this response because:First of all, when I began to call Rise Broadband, I was experiencing more than just extremely slow speeds More often than not, I could not get a page to load because it would go off line That was the problem from the get-goFor whatever reason, the folks in Colorado and other call centers could not see that there were any issues in my area until I began doing speed tests I have been extremely patient, however, it was not until after suggesting multiple times and I finally talked to someone else did your company send an employee to my home to look over my equipment, place newer equipment on my home, and then work from my home to come up with the obvious network issue From that point on, I was told to continue to call as I had problems It was a huge inconvenience for me to be on the phone with your company for lengthy amounts of time and repeat my situation time and time again While all this was going on, I was also trying to continue my full-time online college classes, care for my family, and continue my volunteer work.Over the course of March 2016, I have spent more in fuel due driving to a town minutes away (one-way) do to down internet service than you have credited back to me Escalations, in my understanding, is for dissatisfied customers The Escalations Team was not very helpful due to the fact that they are not informed and taught to know the Network problems and have to talk to other people in the company to get information and relay it back to the customers Often times, I would be told that I would get a return phone call from the Escalations Team and I would not hear from them until I made the effort to call Their department was not the only department I had problems with This happened throughout departments that I dealt with My frustration levels were high because of the repeat of information I had to provide about my terrible service, the lack of customer service (return phone calls back to me), for the constant run around and excuses I was given due to the reasons I was having terrible service, not having consideration for the HUGE inconvenience your company put me through, and for being made to feel stupid by many of your employees Also, what really upset me was when I informed the company that my internet was working back to its original potential, everyone I talked with was rude to me because they kept throwing in my face that my internet "is as good as it's going to get" and if I am not happy I should find another provider Nobody heard me tell them that my internet was working great Instead I was talked down to time and time again Which, by my standards, I do not take lightly I do not appreciate being talked down to or made to feel stupid I wanted to talk to Escalations and I was told time and time again that they would send them a notice I wanted to speak with them, however, nobody ever called So, of course I am going to get upset It was poor customer service On Friday, August 5th, 2016, a Supervisor who I had never spoke with before was extremely rude and degrading where I felt it was necessary to defend myself He in turn shut off my internet to my home I have never been provided any sort of notification on your policies to see where you can deny your customers service because they were defending themselves against Supervisors who are not listening to their customers, talking down to them, and degrading them as well I had even payed my bill on that same day before talking to a manager to try to get to Escalations However, I was then denied access to that department I was on the phone for two hours with Rise Broadband due to all the drama that this one supervisor caused on August 5thWhen the service quality did finally get resolved at the end of June, beginning of July, I was disappointed to receive a bill that was still charging me over $ Nowhere on that bill did I see where the company had provided me with credits In turn, if I have a credit due to me, when will that be coming? I no longer have the equipment on the side of my home, nor do I have any of your equipment inside my home because it was picked up last week on the 9th of August I was told it would be five weeks from the time the equipment was picked upI find that to be unsatisfactory I was also told that my address is an un-serviceable address This is false When Rise Broadband supposedly disconnected me, I was still able to load many web pages and had continual working speeds Even the person who came to my home documented that I was still getting service when he came to get the equipment This also proves that Rise Broadband provided flat out lies to me and has been a thorn throughout the entire process Tell me I didn't have a reason to be angry with the company???? I continued to get hassled and got the run-around all of the timeI have been a customer with Rise Broadband because of the transitions of buy-outs over the years Throughout all of this, I have found that since the later part of to now, Rise Broadband customer service as a whole, has been very disappointing It is pretty sad when the very few employees who have been to my home have also said that the company is not good and the communication is poor I have recommended to the company more vital and improved ways of being more friendly and helpful to their customers, however, it seems I have wasted my time and efforts.Due to all of the inconveniences that I have been put through by your company, I feel that my refund should be coming to me sooner than later, and that I be reimbursed for the additional hassle that I had to endure because my internet was not running effectively from March to the end of June and I had to pay extra for using Mobile Hot Spot on my cell phone and drive minutes one-way for so that I could successfully participate in my online college classes Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] We accept your resolutionThank you Sincerely, [redacted]

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

Mr [redacted] , This was the first increase we have had in four yearsAll of it went to providing better internet for all of our cus***ers including youWe informed all of our cus***ers in a couple of ways, through the home page and through their statementsThe rental fees were increased by $the carrier fee by $for a total of $across the board to all of our cus***ersYes your service fee was also increased by $for a total increase of $that was across the board for all of our cus***ersOur terms of service on our web page, http://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servic...⇄ under Fee Changes states clearly and I quote, “Cus***er acknowledges and agrees that RISE BROADBAND has the right to change its Service fees and to add new fees at any time, upon notice to Cus***er.” To address the termination feeIf at any time during your commitment if the cus***er is to cancel service it is a flat fee of $it is not proratedIn short Mr [redacted] was made aware of both the increase of monthly fees and was fully aware of the Termination fee and was reminded of that fee again before he cancelled service, yet chose to do so anywayRise Broadband will not be waving the early termination feeWe can wave it if Mr [redacted] would like to reinstate his service, then that early termination fee will be waved before the equipment will be picked up on 02/05/If you like to take that option please call us at 844-411-and we will be happy to help you in anywayThank you [redacted]

Mrs [redacted] , Thank you for taking the time to bring forth your concerns via the Revdex.com for a review of your account with Rise Broadband Internet ServicesRise Broadband is an ‘up-to’ speed provider and those speeds are not promised or guaranteed due to the nature of the service providedI have included a few excerpts below from our company’s Terms and ConditionsFor further review of these terms, you may visit our website online at www.risebroadband.com: PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itselfRISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always deliveredYou understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the InternetTERM/CANCELLATION POLICY Termination does not affect your obligations under this Agreement, including your obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such terminationRISE BROADBAND accounts must be paid in full before a cancellation will be considered complete// If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $Early Termination Fee or the remaining portion of the contract, whichever is lessACCEPTANCE By using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this AgreementThese terms and conditions supersede all other written and oral communications or agreements with regard to the subject matterAny waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND By verbally entering into the 2-year contracted term when service was established in September 2015, Rise Broadband extended a free installation and several months of free services which would not have otherwise been offered by agreeing to one of our month-to-month service plansThis agreement also allowed for a 30-day money back trial period, after which, the customer is fully responsible for the remaining months within that Term unless proven by a field technician that the location is no longer serviceable We understand the frustrations that may come along with time spent on the phones trouble shooting your issues, however this is a very necessary step in determining the nature of the issue as well as the best solution to have it rectified After reviewing all of the necessary information within the account, it has been determined that the $early termination (ETF) is a valid charge and will remain applied [redacted] , Escalations Specialist

Dear [redacted] Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the account, and would like to share the following; It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customersWe sincerely regret this has not been consistent in your experience with our service experience when speaking to any representative within our call center Rise Broadband utilizes a point to point technology for our serviceOur technicians make every effort to obtain clear line of sight from an antenna that is installed at your location, to one of our local towersUnfortunately, if there are obstructions such as tree lines or buildings inhibiting the ability to obtain line of sight, we may not be able to obtain service at any given locationDuring a service call on May 2, our technician reported that due to the tree’s foliage growing in the area, there is no longer a clear line of sight which is causing the current service issuesWhile your location has not changed, trees have grown and this is impeding our delivery of a strong internet signal We value you as a Rise Broadband customer and would like to continue to be your provider of choiceWe notice that the account has been discounted $per month for monthsWe can reevaluate after that time if needed, and possibly extend the discount Please call us at 844-411-if we can offer any further support

Complaint: [redacted] I am rejecting this response because: I disagree that the letter sent for this offering (both e-mail and postal mail) was clear that a customer was required to respond and that it is deceptive to force a paid service requiring an opt-out instead of an opt-in I have had several work employees read the letter and give me their assessment of what they would do having received the same letter I think the final verdict will be how many calls you get, once the two month window has expired, from people who suddenly see the additional charge since the letter was not clear Sincerely, [redacted] ***

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your additional concerns.When Rise Broadband transitioned our previous Taccounts into our billing system, we maintained the same rate that you were previously paying through Tat that timeThat said, we underwent a subsequent fee increase in December which impacted the entirety of our customer baseIt does appear that we dispatched a technician on December 16, 2016: in an effort to reload your service to one of our new towers that is capable of supporting the 10mb serviceHowever, due to weather conditions, the technician at that time was unable to proceedWe would encourage you to contact our Customer Care Department to set the service call back upThey can be reached at [redacted] Additionally, we would encourage you to contact our Technical Support Department with any connectivity or speed related concernsOur technical support agents would be the most adept at troubleshooting and diagnosing issuesThey can be reached at [redacted] We can certainly downgrade your account to the residential 5mb package upon your request However, as previously stated, this will result in the loss of your unlimited data, as Rise Broadband no longer offers our unlimited data as an option for residential customers Again, we sincerely apologize for any inconvenience or misunderstanding this has resulted inWe hope this additional information helps to provide clarification regarding your concernsThank you, [redacted] Rise Broadband, Executive Services

Dear ***, I appreciate you taking the time to speak with me on the phone last weekAs I had mentioned at that time, I was investigating the issue in an effort to provide clarification on your concern [redacted] We are charged with gathering information and responding to the Revdex.comOur response was sent to you via the Revdex.com: rather than via phone, as that is our job responsibility At Rise Broadband, we are committed to constantly improving the customer experienceAs we continue to invest in service improvements, there is a need to adjust prices due to increased business cost [redacted] In our continuing efforts to maintain and improve your Internet experience, Rise Broadband instituted a company-wide increase that is necessary to keep up with industry standard [redacted] It has become increasingly costly to support and troubleshoot customer issue [redacted] Growing internet usage puts a demand on our equipment, network and internal resource [redacted] The Carrier Recovery Fee helps cover costs associated with building and maintaining Rise Broadband’s Internet NetworkThis is a standard fee that is charged company-wideThe Equipment Rental fee includes support and replacement of any faulty Rise equipment inside and outside of the home To ensure our customers receive the highest level of service, we are expanding the support of Rise Broadband equipment both inside and outside your homeThis includes replacing equipment, upgrading equipment, and service calls due to failed equipment In September, we updated our Website and Customer Information section on your monthly statement, informing all customers of the change [redacted] You are able to view that notification by visiting your account on the billing portal As previously stated, thecontractedprice remains the sameThe service costs $per month now, just as it did when your service was initiatedThat price has not changed, nor will itThe total amount the bill has increased is $We are unable to modify this price, as the account is presently reflecting a substantial discount of $per month from our current standard package While we certainly apologize for any possible miscommunication when the contract was agreed upon, all of our terms and conditions are available online for public viewing at all time [redacted] Please note the following section, which has been included in our online terms and conditions, which we hope will help to further address your concern [redacted] Other Fees – All RISE Services are subject to additional fees, including, but not limited to an unreturned Equipment fee, an early termination fee, Directory Assistance (411) calls, and late fees, as set forth in the Additional Fees and Payment Terms Disclosure Statement as it may be updated from time to time and which is available at [redacted] Additional Fee Disclosures Statement Unless otherwise stated in a specific promotional offer detail, all Rise Broadband residential Internet service orders are subject to a standard installation fee of $and equipment rental fee of $per monthIn addition to any applicable taxes, each order will be assessed a monthly recurring carrier cost recovery fee of $per monthTwo-year service contracts may be subject to a $Early Termination Fee and one-year service contracts may be subject to a $Early Termination FeeEffective date: 9/18/ We are an internet provider, not a department store, and as such, we would be unable to comment on the analogy used in your rebuttal to the Revdex.comExecutive Services, like you, are not lawyers and so we are unable to address the legalities raised in the previous communication Due to the aforementioned reasons, if you should elect to cancel the account, the Early Termination Fee would be appliedWe sincerely regret that we are not able to offer you the resolution you are seeking, but per company policy, and due to Rise Broadband maintaining the contracted price of service at $per month, we are confident that we are meeting our contractual agreement Thank you, [redacted] Executive Services Representative Phone: [redacted] www.risebroadband.com

Dear [redacted] , We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.comAfter having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact usWhile we are aware that sometimes our hold times can be less than optimal, our Technical Support team has never experienced extensive hold times where we had a hour hold timeBased upon the documentation in our system we have no reported interaction with any member of our Technical Support, or Customer Care team in the past monthsWe encourage you to double check that the phone number that is being utilized to contact us is 844-411-that is our direct phone number and ensures the most direct responses from our representatives However, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issuesWe received confirmation that we have no ongoing problems at the tower providing services to you currentlyThe tower itself was showing an uptime of daysWhile there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residenceFor these issues, we would encourage you to speak with our Technical Support team at 844-411-Option 1, they have an array of tools available to determine what could be causing the issuesIf for any reason you still experience problems getting ahold of a representative at 844-411-please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessaryWe sincerely hope that this provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customerKind Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

[redacted] I dug a little deeper into the issues that are causing these issues for youSo, it is accurate to say that your tower has been up for daysBut the antenna at your residence may be the culpritIt may need to be reset, which is a very easy fixI would ask you to please call us at [redacted] and our tech folks can walk you through this processThis is just one thing I have observed after looking at this briefly They may be able to identify other ways to resolve this as wellAgain, please call us and let’s get you back up and runningPlease accept our apologies for this inconvenience and thank you again for being a Rise Broadband customerI really want to get this resolved for you as soon as possible [redacted] Escalations Representative

Dear [redacted] - [redacted] , 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: It is Rise Broadbands continuous objective to provide an efficient and positive customer service experience for each and every one of our customers, and we sincerely regret that has not been consistent in your experience with our serviceOur Network Engineers were successfully able to upgrade the equipment at the tower providing services as of 01/26/There was a small issue reported 02/01/that was resolved as of 02/19/As of now we have confirmation that our tower is performing as expectedIf for any reason you are still experiencing issues with the service, we would encourage you to speak with our Technical Support team for any further troubleshooting at 844-411-Rise Broadband appreciates your time and patience while we worked through this issue at our towerIn light of your concerns and the difficulty that was experienced with our speeds we have applied a credit to the accountWe recognize that while our tower was affected you were still paying for a 15Mbps service at $(not including taxes and fees) while you were getting speeds closer to our 5Mbps service which costs $(not including taxes and fees)We have applied a credit for a total in the amount of $which is the difference between the two plans so the statement correctly reflects the service you were getting during this timeWe 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 Mrs [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to address your concerns It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret that this has not been consistent with your experienceWe appreciate you brining this to our attention, it gives us an opportunity to provide coaching and additional training Due to the ongoing line of sight issues that resulted in poor connectivity, we have waived the ETF that was tied to the contracted planYour account has been officially disconnected and reflects a zero balance We regret losing you as a customer and hope you are pleased with the purposed solution Thank you, Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** [redacted] August 8, Thank you for taking the time to contact Rise Broadband concerning this matter and allowing us this forum to discuss the Early Termination FeeAfter a thorough investigation, it has been determined that the early termination fee of $is a valid charge and will remain applied to the accountThe 2-year contracted term that was agreed upon between yourself and Rise Broadband is specific to the location that was successfully installed at that given timeAlthough we do offer a transfer of service if a line of sight is established at a new location within our coverage range, we cannot guarantee service anywhere until it tested by a field technicianIt is solely at the customer’s discretion to move during that 2-year timeframe and break the contractThis is stated in our terms and conditions for reference at www.risebroadband.comDue to also offering month-to-month service plans which would allow for a same day cancellation, we stand by our qualification process on early termination feesAgain, thank you for contacting us regarding this matter and thank you for your previous service with Rise BroadbandWe wish you every future success Thank you, [redacted] Rise Broadband Escalations Specialist

Dear [redacted] , Thank you for contacting the Revdex.com with the concerns regarding the outage, and we would like to share the following; Rise Broadband apologizes for the inconvenience of the outage that was caused by our technician when he was replacing the cabling It is our continuous objective to provide an efficient and positive customer service experience on each and every interaction, and we sincerely regret that this has not been consistent with your experience Our records indicate we were contacted on 12/15/with a request for a service call to replace the cabling outside the houseAt the time, it was reported to our Technical Support team that the service was out and slow speed issues had been a problem as wellWe rebooted the equipment and service was restoredA request to have a technician come out and replace cabling was made during this conversationWhen the speeds were tested that morning, the down load speeds were 18.6mbps, upload speeds tested at 9.0mbps, and the current service package being provided is an up to Residential 20mbpsWe agreed to send out a technician free of charge to check the cables, as it had been some time since a technician was last at the service location The Technician went out later that same day, and replaced the cablingUnfortunately, the cable that was used to replace the old cabling was bad, even though the cabling itself was new, causing the loss of serviceRise Broadband prides itself on our technician’s work, and are very sorry to hear that the Technician left the premise prior to ensuring that the service was up and runningWhen we were contacted later that day on 12/15/2017, we offered to send out a technician, however we were unable to guarantee that we would be able to get a technician out by the end of the next day so the service call was declined We were contacted on 12/17/and a Service Call was set up for 12/20/between 8AM and 12PMOn 12/19/we were contacted again with a request to speak with a supervisor to expedite the Service CallThe Supervisor explained that it was past PM and we did not have any technicians available to come out to the service location that same afternoonA technician arrived on 12/20/and was able to restore service that morning Rise Broadband also apologizes for the delay in our technician’s availability, though we make every effort to get out to our customer’s as quickly as possible when a service issue occursThe current service package being provided is a up to Residential 20mpbs service, which is not designed for business purposesWhen speaking with the Supervisor, he explained both business and enterprise services that we offer, which have a quicker response time then our residential services as they pay for expedited services and also include unlimited dataIf a significant amount of money was lost due to the internet outage, we recommend considering upgrading to a service that is better equipped to handle business services In light of the outage caused by our technician, we credited $to the account, equivalent to one month of serviceApplicable taxes and fees will be automatically adjusted for, and this credit will post to the Rise Broadband account within one to two business days Thank you very much for your time and patience in this matter, and for being a valued Rise Broadband customer, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: I am rejecting this response because: there are no trees in the line of site to the tower which is less that a mile from my property I can stand by my antenna and see the antenna on the towerThis has been a long standing issues with this tower we have had techs out only to be told it is a tower issue Sincerely, [redacted]

March 27, *** *** [redacted] Attention: [redacted] Phone: [redacted] RE: Revdex.com – EFT Dispute Dear [redacted] ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your account It is Rise Broadband's continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our service Rise 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 upgrades to your tower but we can assure you that our Network Engineers are treating it with the highest priority We expedited a Service Call to have a technician go out to realign the equipment to improve service on 3/28/2018, per your requestDuring this time, we changed the tower from which services is received from and service has improved Thank you for your time and patience while we work through the tower issues and for being a valued customer Regards, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted] I am rejecting this response because: all the auto pay was cut off after you took and did not pay it back to meYou missed a payment on me due to you had control of taking money out of my accountThis is bad businessYou changed the due date from the time we paid by two weeks earlyYou changed the rules than take out 2x the amountThen you customer service lied to me on two different days telling me: It has been approved to send the money back to my account$for a $bill is for what exactly? You run this bill up by that weeks than say I have a $credit? It this really how you do business? Sincerely, [redacted]