Rise Broadband

Dear *** *** Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe sincerely appreciate your feedback and for allowing us the opportunity to address your concerns When Rise Broadband Marketing team sends out mailings such as the one referenced in
the complaint, it is because we believe that we can provide the advertised speeds to the majority of the residences in a particular areaWhile we generally are able to provide these higher speeds to most customers, there are a few that we are unable toRise Broadband is an speeds company, and we offer the fastest speeds we are able to provideBecause of the nature of the way our services are offered, we never guarantee that we can provide service until an Installation Expert has evaluated the location and determined that we will be able to provide consistent and quality service We sincerely apologize that for this particular address we were not able to offer the 50mbpsWe are pleased to note that the account is currently on a 15mnps plan, and note that we have not received any service related callsWe hope you are enjoying the speeds we are supplyingRise Broadband is always looking to upgrade and improve our networks and infrastructure, so it is possible at some point in the future, a 50mbps plan would be available at this locationAdditionally, it is noted that a credit of $was applied to the account due to the miscommunication Again, thank you for contacting us regarding this issue, and thank you for being a valued Rise Broadband customer ***
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October 28, Dear *** *** Thank you for taking the time to write to us via the Revdex.com regarding the Early Termination Fee that was placed on your accountWe would like clarify our process on this feePer our telephone conversation of October 27, the fee has been removed from the accountOn Monday October 24, 2016, Rise Broadband adopted a new policy regarding our Early Termination FeesShould a customer move to an area that is not serviceable by Rise Broadband, and can provide us documentation of the new address, we will no longer be charging the $ETFWe appreciate you sending in a copy of your leaseAs a result, a credit has been placed on the account, leaving a balance of $You are welcome to pay that balance on-line or call us at *** and speak to one of our billing specialistsWe are genuinely sorry to lose you as a valued Rise Broadband customerWe wish you every success in your new home Our sincerer hope is that this resolution meets your satisfactionThank you for having been a Rise Broadband customer and thank you for giving us the opportunity to resolve this matter for youThank you, *** Executive Services, Rise Broadband

Complaint: ***
I am rejecting this response because: The lack of internet connection has been happening for over two monthsIt should not take over two months for Rise to find a solutionI believe there response is just an excuseI want the service repaired ASAP and I feel that my account should be credited with at least one full month of service
Sincerely,
*** ***

Dear *** ***,
Upon further research here is what we found:
After payment of there was still a balance of This amount was added to the next monthly payment resulting in a bill of A monthly payment was made, bring the bill down again to Another monthly payment was added, as well as a late fee, bring the total up to After two payments we show that there is still a balance of on the accountWe do not show a charge for anytime you were down, only past dues still on the accountThank you for your feedback and we do apologize for any inconvenience we have caused youIf you would like a further break down of this, please feel free to call in and one of our billing agents would be more than happy to help with that
Thank you

Hello *** ***, Thank you for contacting Rise Broadband through the Revdex.com and bringing your concerns to our attentionWe are sorry to hear about your experience with our service and for any frustration that has been causedPlease allow us to sincerely apologize for the incorrect information
you were given by the tech support agent; we have addressed that side of the problemAfter reviewing your account, the final decision has been made that the early termination fee is valid for this accountAccording to our terms and conditions, which can be found at www.risebroadband.com underneath “Broadband Terms” at the bottom of the page, moving from your service location does break the agreed-upon contractOur contracts are for the original location of service for a period of two yearsDue to this, the early termination fee is still a valid charge***, Escalations Representative

(The consumer indicated he/she DID NOT accept the response from the business.)
When check is received we will consider this problem resolvedWill contact you when check receivedThank you for taking this problem and getting results, could not have gotten this taken care of so quickly

Dear *** We appreciate the opportunity to provide further clarification of the issues raised in your communications with the Revdex.comWhen we spoke on the phone, you indicated that you would be out of town until the following MondayI made no commitment to contact your spouse, as this would not have been an option as she is not an authorized user on the accountRise Broadband has a policy that we only speak to the account holder and authorized usersIn an effort to respond to the Revdex.com in a timely fashion I responded to the Revdex.com complaint before you returned from out of townAfter having spoken with our best technical advisor here and reviewing the history of the notes from the field technicians, the tower that you are currently on is the only option we have at this timeIf a new tower were to be built in the area, we could attempt to reload your services there, but at this time none are plannedThe other option is to lower the current plan from 10MB to a 5MB plan, which will decrease the bill by $each month, but also lower the data cap to 150GB (currently the account has unlimited data) Currently the account is receiving a $off discount per month, which will continue until January However, I do not think this is the best option for youRather, I suggest, we continue to apply the $discount per month, which in effect leaves you paying for a 5MB plan, while keeping unlimited dataTypically this is a month discount, but I can insure that we apply that discount on a regular basis to keep the price down. This will result in a savings of $per yearWe will not make any changes to the account without first speaking to youWe can lower the speed package to more closely mirror the speeds you are seeing, but if this change is made we will no longer be able to offer you unlimited data on the accountWe recognize this may be a difficult decision and want you to be fully aware of the outcomeWe deeply regret that we are unable to provide you with a 10MB speed packageBecause you have been paying for 10MB and the tower is only capable of providing 5MB, a credit has been placed on the account today in the amount of $We value you as a Rise Broadband customer and sincerely hope that you have enough information to make an informed decisionThank you, *** Executive Services, Rise Broadband

Complaint: ***
I am rejecting this response because: We were not notified of any changes to our service with this companyJust as it is my responsibility to pay my bill and give them days notice of cancellation they have these same obligations to notify consumers before any changes are made to their accountAnd if they changed our service why has the monthly payment remained the sameHere is the copy of the email that we got this month notifying us that we had use 75% of our service and would be charged more if we went over our service:*** *** *** ***
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*** *** *** * *** ** *** *** * *** *** *** Dear, *** ***You have received this letter because during this billing cycle you have uploaded/downloaded large amounts of data in the amount of 111.43 which equals 75% of your service plans monthly data usage allowance You have yet to use your first-time forgiveness.If usage exceeds 150.00 prior to the end of your current service period, additional charges would have appliedCharges will be based on usage (up and down transfer) in GB (Gigabyte) increments A $charge will apply as you enter each new GB increment If you feel your monthly usage will be consistently over the package threshold we recommend you consider upgrading to a package with an increased monthly transfer allowance Please contact a sales representative at *** (***) for additional details and assistance.You will be notified in the event that your monthly data usage reaches 95% of your plan’s allocated threshold and then for each GB data use increment thereafter. Our goal is to provide you with superior service We are ready to answer any questions or concerns you might have regarding your service plan For more information on bandwidth metering please view the new Terms and Conditions that can found by visiting Rise Broadband Terms and Conditions If you would like a better understanding of our new data thresholds, please don’t hesitate to contact us.Thank you,*** *** *** ***
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*** *** This was the first and only communications we have had from this companyWe have always had unlimited serviceThey cannot change anything without giving us a day notification that they are changing and what they are changing our service tooWe want our service like it was until we get proper notification from company giving us days to make a decision on whether we will stay or find a different serviceWe as consumers still have a choice whether we stay or leave a company depending on what services they provideCompanies just can't change your services anytime they fell like itWhen we moved from camper back to my house after tornado this company let us know that are service with them would stay the same as long as we didn't cancel with them, on our service of unlimited that we would be grandfathered in on our unlimited internet/WiFi and we expect them to honor what they say
Sincerely,
*** ***

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe hope to provide clarification on the issues presentedIn June 2015, Digis went through a name change to become Rise BroadbandWe are the same company and were not bought out We apologize for any
confusionIn regards to our PC Care service, the decision was made to offer this plan as an added benefit in which many have found to be a valuable option; we do recognize, however, this is a service not everyone will maintainA letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a (two) month free trial periodAs we gave customers ample notice, this practice is legal and as mentioned, something that many customers have taken advantage ofWithin the initial 60-day trial period, customers may utilize the service free of charge or contact the Call Center to have the plan removed from their servicesAfter the plan is removed, the customer will not see a charge associated with itWe show that on 9/22, the PC Care service had been and all associated charges (totaling $12.75) had been refunded to the accountIn the event that an autopay method fails, whether that be because the card has expired or there were insufficient funds, the method is suspended and we discontinue any attempts to pull paymentIf an autopay customer calls in after this happens, pays the bill in full, and sets up autopay again, we are more than happy to waive any associated late feesCustomers are free to check their billing statements at www.risebroadband.com at any time in order to verify that the bill has been paidAdditionally, there is an option that customers may opt into to be notified if an autopay method failsLate charges of $were charged each month that the bill was not paid on timeOn 10/15/2015, the account entered a 2-year contractAt this time, the data cap of GB was clearly explained and had a history of being exceededOn 7/11/2016, the plan was upgraded from Mbps to Mbps, which raised the data cap to GBEven with this higher data cap, the limit continued to be surpassedAny charges accrued by exceeding the data limit are validIn addition, due to the aforementioned 2-year contract, the $Early Termination Fee is a valid charge and will not be waivedPer our Terms and Conditions: 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 lessDue to autopay not being cancelled at the time the account was closed, the card on file was charged $This charge has been reversed after your call on 10/11/and can take 3-business days to be completedPlease note that due to this reversal, the account will once again have a balance of $Thank you for having been a valued Rise Broadband customerRegards, *** Escalation Specialist Rise Broadband

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.com regarding these concernsAfter reviewing the account in question, we did find that the 2-year contract is valid, as is the early termination fee, which we will be unable to waiveThis agreement became
effective on 8/28/At that time, the only way to have the unlimited data plan was through a 2-year contractThe representative spoken with on 2/23/did communicate several times that the contract was still in place, as well as that the upgrade would remove the unlimited data plan from the account as the promotion was no longer activePer our terms of service: “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 less.” The last time we were contacted regarding any issues with the service was on 4/12/We sent a technician out per your request to check the equipment at the location as you declined to do any more troubleshooting to find the root issueThe technician then deemed that it was not an issue with our equipment and we have had no further calls regarding degradation in serviceWe did receive a call on 4/13/2016, on which a credit in the amount of $was issued due to work being done on the tower your equipment is connected toWe’re sorry to hear that you have chosen to go with another provider and thank you for having been a valued Rise Broadband customer. Regards,***, Escalation Specialist

The data overages in question happened in June and July, In June, 396GB of 300GB of data was usedRise Broadband did not bill for the overages that month, as we offer a “first time forgiveness” for data overagesIn July 245GB of 300GB was usedThese overages were charged on the July statement in the amount of $In August the data used was only 222GB, so being under the data cap, no charges were incurredBecause we received no payment in July, an $late charge was added to the balanceWe never indicated that data was used after the account was closedThat would not have been possibleAs previously stated, the bill continued to cycle after we received the last payment of $in JulyA balance remained on the account at that time, as it was not paid in fullThe account was closed on August 18, and no additional charges for overages occurred after that dateOur records indicate that the reason the account was closed was due to concerns over our data allowanceOur representative attempted to retain you as a customer by offering our highest data cap, 350GB with a year contract but the offer was declinedAfter a second thorough investigation into the account, we have determined that the charges are valid and the balance is correct. The balance of the account remains at $As of today, November 2, the account is days overdueAfter days Rise Broadband send delinquent accounts to collectionsYou are welcome to call and speak to one of our billing specialists at ***, if you require further clarificationThank you, *** Executive Service, Rise Broadband

Hello Ms*** I reviewed your account and you are correctWe have discontinued the offer of unlimited usageBut it looks like this offer was made to you and we intend to honor itI believe that all the necessary changes have been made to your account so that you will not see any charges for
overages, since you are on unlimitedAdditionally, we will not charge you an early termination fee of $should you choose to discontinue servicePlease let us know how we can better serve you***, Escalation Representative

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsAfter a thorough investigation, we show that there is congestion on the network in your areaWhile we work on a solution to alleviate this congestion,
you may see some degradation in speedWe sincerely apologize for the inconvenience, and have discounted your bill by $for the next three monthsFor more information regarding congestion management, please see the below excerpt from our Open Internet Statement Policy, which is available at www.risebroadband.com: Congestion Management RISE BROADBAND is committed to providing the best online experience possible for all of its subscribersIn order to ensure the best experience, in certain circumstances, managing the network is requiredRISE BROADBAND Network Management techniques are tailored to ensure that under congested network conditions, all subscribers receive their fair share of the serviceNetwork Management is only activated when congestion is detected on the networkIn regular intervals, network equipment is polled to identify what devices may be experiencing congestionWhen a specific device is determined congested, the subscribers serviced from that/those network device(s) are analyzed and then managed based on plan and usage thresholds until the congestion has been alleviated, as described more fully belowSubscribers will still be able to do what they want online, in many cases activities may be unaffected, in other cases, subscribers may see reduced speed in downloads or uploadsNo specific type of usage activity or subscriber aggregate monthly usage is targeted by these techniquesIt is important to note that network management is temporary and based on dynamic network conditionsWe hope this provides clarification and would like to thank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111160, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Im going to again reject your response based on all of the reasons I've previously statedPlease know that I am a very dissatisfied customer and I'm not one to remain quiet about itI will not recommend you to my family, friends or coworkersI will in fact make sure no one I know now or in the future uses your unsatisfactory serviceShame on you
Sincerely,*** ***

Dear *** *** *** *** Thank you for contacting us via the Revdex.comWe appreciate the opportunity to respond to this matter for youWe are sincerely sorry to learn that lower than expected speeds are currently being experiencedAfter having reviewed all the information
regarding this account, we can share the following: We have assessed the tower site that provides service to the locationWe have determined that we are unable to provide service from any neighboring towers in the area We have sent out technicians, with the last one being on August 17, According to this technician’s notes, the current speeds are the best that we can currently provide to this locationIt is never Rise Broadband’s intention to lose customers, however, we do owe it to our customer’s to be honest with themAt this point in time, we cannot provide this location with the contracted speeds as promisedIn regards to your request to refund for past issues, we have credited the account $119.90, the equivalent of months’ serviceWe will have one of our representatives call you to discontinue serviceThey will set up a convenient time to retrieve our equipmentClearly, we will not be charging the Early Termination Fee associated with the contractWe cannot express how deeply sorry we are that we must discontinue serviceWe value you as a Rise Broadband customer, and want you to have the best internet experience possibleWe hope you can find that with another providerWhile we sincerely regret losing you as a customer; we also understand the frustration involved regarding the ongoing connection issuesIf you opt to locate another provider, no penalty will be incurredWe understand that your concerns have been extensive and ongoing in natureUnfortunately, we are not presently able to provide a specific time frame for upgrades to this area network Thank you for submitting this complaint to the Revdex.comWe regret we are unable to meet your internet needs at this time*** **
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Dear
***, October 2, 2017 Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your inquiry We have had the opportunity to research your concerns, and would like to share the following: Our Area Network Supervisor has confirmed an issue within the areaWhile we consider these concerns to be of a critical nature, we unfortunately do not yet have a specific time frame for resolution In light of the ongoing nature of the concerns, we have supplied a three month service discount on the account for $off per month, in addition to a one month service credit (excluding taxes and fees) of $for a total collective credit of $ While we can certainly understand the concerns surrounding speed issues, please be advised that Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredA few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concernsFor a full review of these terms, you may visit our website online at www.risebroadband.com: Rise Broadband offers a range of download speeds to residential subscribers varying from mbps to mbps (megabits per second)The network is designed to support these speeds to help ensure that every subscriber receives the speeds to which they have subscribedRISE BROADBAND however cannot guarantee speeds at all times, as there are many factors and conditions beyond RISE BROADBAND’s control that can affect Internet performanceSome of these external factors and conditions are:aPerformance of subscriber computer and/or router bType of connection to RISE BROADBAND Customer Premise Equipment (i.eWIFI) cCongestion of web sites and services on Internet dWeb site or service limiting speeds on the Internet eInternet performance outside of the RISE BROADBAND NetworkRISE BROADBAND Internet packages are advertised as “up to” certain speeds reflecting performance under ideal conditionsWithout purchasing an expensive “dedicated” Internet connection, no Internet Service Provider can guarantee package speeds at all timesWe sincerely hope that this information helps to provide further clarification regarding your concernsAgain, we sincerely apologize for any inconvenience you have experiencedThank you for being a Rise Broadband customer.Thank you, *** **
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Dear
***, July 25, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We have had the opportunity to investigate your concerns and would like to share the following: In reaching out to our Area Network Supervisor, we have been advised of some recent area network issues (please reference case***)We have confirmed that this particular issue has since been resolvedIn addition, we have noted that our technician visited your property on July 24, Upon review, our technician determined that the radio antenna is currently mounted on a foot mast atop the roof to obtain signal from the existing towerOur upgraded technology is prohibitive in the distance that it can be mounted from the roofUnfortunately, if a mast exceeds feet, we are unable to proceed with the upgradeWe sincerely apologize for any misinformation that you may have received in regard to the upgrade In light of the concerns, we have placed a credit on the account of $ 49.35, which is the equivalent of one month of internet service While we sincerely apologize for any inconvenience experienced, Rise Broadband is an “up to” speed provider, and therefore we are unable to guarantee specific speedsWhile it is our continuous objective to obtain the most optimal service available for all of our customer base, due to the extensive nature of internet technology, we are not able to provide a guarantee for a specific speed threshold at all times Thank you once again for bringing your concerns to our attentionWe sincerely hope that this information helps to provide further clarification regarding your concernsThank you for being a valued Rise Broadband customerThank you, *** **
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Complaint: ***
I am rejecting this response because:
I still maintain that Rise has no intention of repairing or upgrading their equipmentI was told many times by Rise support staff that they were working on the towers or waiting for parts, but it is still hit and miss servicedays of full service is a statementThere is no way that I have ever had days of full serviceIt's not just me, I heard that there are a number of people in Clifton, TX that have had bad experience with Rise serviceYes, I do acknowledge that Rise gave me credit for one month and discounts for months which I appreciate, but the service is still not up to par with Internet America when they were my providersIt's very frustrating!
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,
*** ***