Rise Broadband

Complaint: ***
I am rejecting this response because:The above picture depicts the speeds I am running even though I pay for meg... It has been like this since Aug 2017. They WILL not spend the money to make the fixes THEY KNOW they need to make
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
There has never been a rate adjustment for the actual delivered speedsA business, by law, cannot charge for service, which cannot be deliveredThe FACT that I had my service initiated with an OUT OF DATE, radio transceiver, which would never have received the "up to" Mbps speeds as advertised is another measure by which corners are cut, at the expense of the customer, on the part of the company--through which they amass a great profit The other issue is that a request was made for a copy of the signed service contract, which the company cannot produceWith that, if there is a need to discontinue service, due to continued disruptions and inadequate-significantly lower speeds than those being paid for, Rise has no recourseI do not accept any response from this company in their excuses for service which they charge, and cannot deliverThey have to be held accountable, like all ISP companies, who consistently engage in misrepresenting their service speeds, and charging customers for services which they do not provideI expect partial reimbursement on my bill for the past year to reflect the actual internet speeds, that the company deliversNOT Mgps....because I don't get 20Mgps...
Sincerely,
*** ***

Dear *** ***, Thank you for contacting us via the Revdex.com regarding the speeds you are experiencing with Rise Broadband’s serviceWe appreciate the opportunity to resolve the matter for youAfter reviewing the account information, we can share the following; Rise Broadband
sent a technician out to the location on December 20, at which time the equipment was moved from the house to a pole in hopes of delivering faster speedsThe technician reported favorable speeds at that timeHowever, we also see a large number of calls placed to our call center in which slow speeds were reportedWe opened several cases and worked to resolve the issue, each timeEach case that we have created has been worked on and a resolution has been soughtHowever, based on the findings today, it does not appear that we are going to be able to improve the speeds at your locationOur Network Operations Team, as well as our Field Engineers, are unable to adequality troubleshoot or resolve this issueDue to these reasons, should you elect to cancel service with Rise Broadband, we will not impose the Early Termination FeeWe never want to lose our valued customers, but also understand the need for fast and reliable internetWe are more than happy to continue to try to resolve the matter, but at this time we cannot give an estimated time of resolution; thus, we will waive the Early Termination Fee if the account is closedPlease call 844-411-if you decide to discontinue service with Rise BroadbandThank you for being a valued Rise Broadband customerChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** its very sad and very poor service in several areas on your partThe "service" that you provided in the area per your team ha said that half the time id be paying for service and wouldn't even be able to use my internetI understand that it's not your fault personalyYou would think that if a company really cared about its customers that they would be willing to work with them and not against them

Dear Mr*** ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for youWe are sorry to hear of frequent billing issuesUpon review of the account, two late fees have recently been refunded to the accountThe
account does not show a history of multiple late fees or billing disputes and the account is in good standingThe account is a year 20mb Residential plan, which was opened on January 27,While we certainly apologize about any possible mistakes that may have occurred on the account, they have been rectifiedRise Broadband does not engage in any “fraudulent billing”If a mistake is made, we resolve the issue as soon as we are made aware of itThe contract will end in January If the account is closed prior to that, the Early Termination Fee would be applied to the last statementThank you for contacting us and thank you for being a valued Rise Broadband customerChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because:it is not only in ethical to charge for service not renderedIf I am forced to pay for services not tendered I will be filing a case in small claims court in *** *** *** for the return of the unused portion as well as filing fees and the difference between the speed of the plan that you charged and the service you actually provided
Sincerely,
*** ***

Dear *** ** ***, Thank you for your responseWe hope to provide further clarification regarding our decisionDuring the service call on 12/27/2016, the technician determined that there was degradation in the connection due to the distance from the service location to the access point on
the tower siteIt was at that time that he was given authorization to repoint the equipment to the previous tower and return the account to a Mbps service planPer our original response, any promotional items are not included in the terms of the contractual agreementAt this time, Rise Broadband does not offer unlimited data to residential customersWhile we sincerely apologize for any inconvenience, we will not be able to apply the expired promotion back to the account in questionAgain, thank you for being a valued Rise Broadband customerRegards, *** *** ***
*** ***

Initial Business Response /* (1000, 6, 2015/10/06) */
Date 10/6/
Dear
*** W ***
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
It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersOur network team is working diligently on resolving your issueYou should see the changes to your internet services effective immediately
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, 8, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just ran two speed tests from your site and have included them for your reviewThey show a and a 1.0mbps download speedI am paying for a 5mbps lineIt is 1/5th of the speed I'm paying for and the heavy traffic won't start for a few more hours which I'll be lucky to get on when it doesThank you for at least working on it now since the line is up although inadequate

Initial Business Response /* (1000, 12, 2015/12/22) */
Dear *** ***,
Please accept our sincerest apology for any trouble or inconvenience we have caused youRise Broadband highly appreciate your feedback as it will assist us in becoming better at what we doWhen canceling an account our
policy, which is stated on our website is that you have to call to cancel serviceOur phone number is also provided on our website which is XXX-XXX-RISEUnfortunately we're unable to waived the $charge
Once again please accept our attempts to help you with this matter
Thank you
Rise Broadband
Initial Consumer Rebuttal /* (3000, 14, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did call to cancel my service! I called timesNever was able to speak to an actual personThere was not even an automated voice to prompt me to disconnect serviceSo, I wrote a letterNot one, but twoThe last letter was dated 7-15-I have a copy of the letterI have phone records to prove I made calls to cancel my serviceI was never personally contacted about my problems with your "so called" service that was non-existentI will advocate with Revdex.com until my good name and credit is clearedI hope this feed back will help you to make the right decision
Final Business Response /* (4000, 16, 2016/01/06) */
Dear Mr***
We do apologize for the frustration you are having regarding this issueHowever, when canceling an account our policy, which is stated on our website is that you have to call to cancel serviceOur phone number is also provided on our website which is XXX-XXX-RISEUnfortunately we're unable to waived the $charge

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 an efficient and positive customer experience for all of our customersWe
sincerely regret that this has not been consistent in your experience with our serviceDue to the issues you experienced, we have released you from the contract and have waived the ETF that was tied to the contracted planAll fees and final balances have been clearedYour account reflects a zero balanceWe regret losing you as a customer and hope you are pleased with the actions that were taken to rectify the situationBest Regards, *** ** Executive Services | Rise Broadband Phone: *** *** ***

Complaint: ***
I am rejecting this response because: The agreement between *** and Rise Broadband was for bundled internet/phone serviceRise Broadband is unable to complete the installation of the agreed upon services, periodWe were told that we would not be charged for any services until all services were functionalRise has admitted that they were unable to complete the installationThis experience continues to cost *** money, time and resources to disputeI understand that Rise made an offer to keep the internet portion of the agreement but *** never agreed to itWe need internet and PHONE service, not just internetThat was the agreement, signed and acknowledged
Sincerely,
*** ***

Dear
*** June 13, Thank you for taking the time to reach out to us with your concerns about the addition of our new PC Care service planThe 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 periodWithin 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 itYour account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your servicesYou will see no charges for this going forwardI hope this clearly addresses your concernsIf you would like further clarification on the matter, we encourage you to call *** *** Escalations Specialist, Rise Broadband

Dear ***, July 26, Thank you for submitting your concerns once again to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns The data usage monitor we offer on our website reflects a daily data usage overview from midnight to midnightWe do not currently offer a more detailed breakdown of data that is viewable on the Rise Broadband websiteOur Network Operations Department monitors the accrual of data usage from your specific equipment and the IP address allocated to your homePlease ensure you are utilizing a secured connectionWe would suggest contacting our technical support department for further suggestions on decreasing your data usage They can be reached at ###-###-####We sincerely hope this information provides clarification regarding your concernsThank you once again for bringing your concerns to our attentionThank you, *** Escalations Specialist

Complaint: ***
I am rejecting this response because:I'm confused, if you experienced a rate increase in November of but my service rate didn't increase and my bill did, then what increased? Rise is just throwing an extra $a month in there on the "items" you can increase to make up for it? Because that's what it sounds like on the consumer end.And I will not be updating the auto pay because I am moving before the end of the month and I am already paid through 9/11, so no, I will not be giving you access to my new card numberRise is just as bad as CenturyLink and I will not be returning after cancellation.
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,
*** ***

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,
*** ***

Initial Business Response /* (1000, 6, 2015/09/30) */
Date: 9/30/
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 am showing that on 7/28/15, your account was removed from collection and that you had spoken with a billing specialist to get the billing taken care of
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 /* (2000, 8, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After discussing the situation with someone in their accounting department, it was shown that I indeed owe them the money from a absolute contractual basis, and that I was wrongFine
Given the problems over the years, the lack of customer care, and their focus extracting whatever they can from their customer base without any improvements over my years of a customer, I cannot recommend Rise at allVery disappointed with their serviceThey got their money while I was completely disconnected for a monthI hope they are happy
*** ***

*** *** I do apologize for the issues you are experiencingWhile we do make every effort to maintain the speeds customers are paying for, due to the nature of the equipment we are unable to guarantee full speeds for all customers at all times In the case that the customer does see
degradation in their connection we do urge them to call in so we can troubleshoot the problem and work on a solution as soon as possibleI do show that you are receiving a $a month discount on your account I can see a record of each time you call in to report an issue but I am not sure who *** is or where you might have spoken to herWe are providing you with speeds up to 5MG at a discounted rateThank you ***, Escalations Representative

Dear *** ***, Thank you for contacting Rise Broadband regarding the Early Termination Fee, and we would like to share the following; After reviewing the account, our records indicate that the most recent contact with our Technical Support team was on 08/24/2017, where slow speeds
were reported, prior to the cancelation request on 11/29/The Customer Solutions agent offered to send out a technician to try and improve service levels but this was declinedAs the most recent documentation we have was from August, there were no network issues and our offer for technical assistance was declined, the Early Termination Fee is valid on the account We 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 experienceIf you have further documentation showing contact with our Technical Support team, please forwarded it to the email address, ***@risebroadband.com, and we will review our decision for the Early Termination Fee 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

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns and are sorry to hear that you’ve chosen to go with a different providerOur records show that, since installation in June 2015, we have only been
notified three times of issues in serviceThe first call took place on 7/11/regarding no connectionAnother call was not made until 10/5/2016, which was in regards to slow speeds, with an additional call on that same day to reauthenticate your router after direct connecting to the Ethernet line with a computerUnfortunately, if we are not notified of any issues with your personal connection, we cannot take the necessary steps to troubleshoot and resolve the issueCalls into technical support not only allow us to do the aforementioned troubleshooting, but it also provides documentation for creditsOur technical support department is open from AM to Midnight Monday through Friday and AM to PM Saturday and Sunday and can be reached at ***At this time, the early termination fee of $is valid and will be charged in the event that the account is cancelledPlease see the below excerpt from 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 lessThank you for being a valued Rise Broadband customerRegards, *** Escalation Specialist Rise Broadband