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Rise Broadband

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Reviews Telephones, Internet Service, Web Hosting Rise Broadband

Rise Broadband Reviews (1115)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11112565, and find that this resolution is satisfactory to me I could not figure out how to respond to the complaint #that initiated I see that you sent a message to the business They contacted me this evening and our issue is resolved I do not know if it was a result of your intervention or not I will give you credit Please close this case for me and I appreciate your assistanceSincerely, [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] [redacted]

Complaint: [redacted] I am rejecting this response because:Your offer is not acceptable to resolve this situationThe $credit referenced was provided due to the service being down and/or thoroughly unacceptable for two weeks in April/May; it had no bearing on the intentional over charge of my account for nine monthsIt's also convenient that you reference a "nearly Mbps" speed in your reply, because that number is a true outlierI must have ran 100+ speed tests between February and May and there was literally one time it showed that highWhen it wasn't unacceptably low, between and 2, it usually reached no higher than 4-Your argument is based on the assumption that was a typical speed, which is patently falseThe timeline of my reporting should have no bearing on the fact that I was never received the speed for which I was chargedIt is also convenient that you disregarded the portion of my complaint that references the regular unreliability and common, unacceptable periods of

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regards to servicing your residenceWe sincerely apologize for any miscommunication that may have occurredAs Rise Broadband is a line of sight provider, we can never guarantee service until a technician comes out to do the installationWhile it may seem feasible based on the information we can see in our systems and programs, ultimately it is up to the technician to determine what services we can provide to a specific location We do offer faster speeds in your area, but based on what the technician determined when he attempted to install service, the best we could offer was a 5MB planAfter reviewing the notes in the account, it is indicated that the 5MB plan was declinedRise Broadband is always expanding and growing our networks and infrastructure and working to expand to a larger customer baseWhile we do not have any specific information on planned upgrades at your particular location, we hope to be able to provide faster service to all of our customer base in the coming months and yearsThank you very much for your interest in service with Rise BroadbandAgain, we sincerely apologize that we are currently unable to meet your internet needsThank you, ***, Executive Services, Rise Broadband

Complaint: [redacted] I am rejecting this response because:I believe I already responded to this but I am rejecting the offer at this time unless a time frame can be agreed upon for me to receive the service I'm paying for This has been ongoing for months and I continually hear "it's a network/tower issue" and will be resolved as soon as possible I don't mind allowing another week or so for this to get resolved but if it's not, then I would like out of my contract Sincerely, [redacted]

Dear [redacted] , We would like to thank you for bringing your additional concerns to us via the Revdex.comAfter reviewing the account, we would like to share the following: Upon reviewing the monthly billing statement, the cost for the Internet service plan (not including taxes and additional fees) is $for the Residential 20MB Year contract planThat $amount is also including our Equipment rental fee of $When providing credit to accounts, we advise of the amount of credit prior to taxes and feesWhen the credit posts to the account, applicable taxes and fees are automatically adjusted and credited to the account by an automated system, not including our equipment rental feeThe price of the service per monthWhich brought us to the proposed credit offer of $for the last month of services that were paid, but not fully utilized before cancellation of the accountRise Broadband has applied the promised $credit to the account, leaving a remaining balance of $Please feel free to contact Customer Care at [redacted] for assistance in setting up payment arrangementsWe hope that this provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customerKind Regards, [redacted] Y.Executive Services | Rise BroadbandPhone: 844-411-RISE [redacted] @risebroadband.comwww.risebroadband.com

Dear [redacted] ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for providing us with the opportunity to address the issues concerning slow speeds and connectivity and we hope to provide a satisfactory response to your inquiry Rise Broadband apologizes for any inconvenience caused by service issues experienced while work to improve our network We show that our Social Media Team and Tier Technical Support Team has been working with you about the service issues experiencedDue to present restrictions with our technology, we are not currently able to provide a more optimal service than what is currently being provided We have reduced the monthly service amount from $plus taxes and fees to $plus taxes and feesThis was originally set up on a contracted promotion, however due to the service issues that are ongoing without an estimated time of resolution, if the decision to cancel service is made there would not be a penalty for doing so While we would 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 timeframe for upgrades to the equipment within the area networkOur records indicate that this information was shared previously, and we have since been advised that another provider is being searched forWe do value you as a Rise Broadband customer and would not like to see you leave, however we absolutely understand the need for fast, reliable internet We sincerely hope this information provides clarification regarding your concernsThank you for having being a Rise Broadband customer, and we wish you the best in the future [redacted]

Mr [redacted] , Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesAfter reading yourgrievances with the Revdex.com, we have reviewed your account and found the following: Our sales team was contacted on April 15, and service began with Rise Broadband upon a successful installation at your location on April 16, At that time, you were only required to pay for the first month’s service; free installation was provided with the verbal agreement of a 2-yr contractOur sales team is scripted in their communication when establishing new customer accounts; explaining in detail the promotions going on at any given timeWe apologize if this was translated indistinctly to you, however, your monthly billing statements reiterate this as well, noting the service you are paying for as “Res 10mb-2yr Contract”Copies of your billing statements have been included for your reference Additionally, you can view our terms and conditions at www.risebroadband.com for more informationThe Early Termination Fee (ETF) of $is applied to accounts for customers cancelling this 2-year contract prior to the full duration of that timeframe Notifications began being distributed in November of our rate increaseAll customers received this notification via email and paper statements explaining why this increase was necessaryThis information was also posted on our website for public viewRise had not had a rate increase in over years and as internet usage greatly increases, we must support and continually improve our networks to meet these demandsThis company-wide increase affected your particular account with an additional $Your billing statements had been $56.45/month and it is currently $57.45/monthThe additional amount you see are increases in tax and fees in your specific area and are broken down as follows: Res 10mg Pkg $57.45County Sales Tax $.17State Sales Tax $.22Carrier Recovery Fee $2.27Local Sales Tax $ The total after all of these factors are added together is an increase of $3.35/monthYou are correct that we have applied the remaining credit balance of $(prorated for a partial month of service) to the ETF of $250, thus making the new total $We understand this can come as a burden to you and your family and we would be more than happy to set up a payment option for youThe bill can be divided so that you do not have to come up with the full amount at once Again, thank you for taking time to discuss this with usWe wish you every future success

Dear [redacted] [redacted] 10/31/Thank you for taking the time to contact us via the Revdex.comWe appreciate the opportunity to address your concerns regarding the billing on this accountAfter reviewing the billing statement on this account, we see that there is currently a balance of $Beginning in June, 2016, there has been a balance that has been carrying over and buildingThe bill for July was for a total of $but only $was paid, leaving a balance of $There were no further payments made on the accountThe bill continued to cycle, and large amounts of data were also billedWhen the account was cancelled on August 18, credits were applied to the account as a pro-ration for services not yet utilizedThese credits totaled $This left a balance of $At this time, the account has not been sent to a collection agencyWe will send a bill to collections after daysAs of today, October 31, 2016, the account is days past dueAfter November 18, the bill will go to collectionsAt any time prior to that date, payment may be made by calling [redacted] and speaking to one of our billing specialistAgain, we appreciate you contacting us regarding this billing matter, and we appreciate you having been a valued Rise Broadband customerThank you, [redacted] Executive Services, Rise Broadband

Dear [redacted] ***, We thank you for your inquiry regarding the billing for over usage and service concernsWe are sorry to lose you as a customerWe have researched your concerns and have conclude the following Our service plans all have data caps when they were offeredYour particular plan did have data limits of GB initially, then upgraded to GBWe did email you usage data notices for 75%, 95% and when you went over on usageIn summary, the charges for your usage are valid We only had one incident for your serviceThe incident was for a router issueOur technician concluded that this was a router functionality not connectivity Our records show that our equipment is scheduled to be picked up on 1/21/by our technicianWe wish you well Kind Regards, ***, Escalations Representative Rise Broadband

Dear [redacted] , 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 Rise Broadband’s cancellation policy is that we need the customer to call us and verify all the information on the account before we can close the accountThis is done to protect our customers After a thorough review of the account, we note that no calls were made to our Contact Center prior to May 28, 2017, at which time this process was explainedIt is noted that during the call, you became upset and released the callOur representative attempted to call you back, but was only able to leave a voice message stating that the account remained open and would continue to be billed until the account was closedAnother call was placed on May 30, 2017, and transferred to our Solutions Team, who would be the correct department to speak to regarding cancellationAfter reviewing each of these calls, it is clear that the information conveyed was upsetting to you and that the call was disconnected by youWhile we certainly do apologize, we require that our customers speak with our Solutions Team to cancel an accountWe apologize if there have ever been periods of extended wait times We clearly understand that you no longer wish to receive our services, however, this can only be done by customers call us at [redacted] and speaking to a Solutions Specialist Presently, the account remains open, as there is no documentation that any attempts were made prior to the aforementioned datesAs such, we are unable to place any credit on the account or backdate the cancellation We are most grateful for your patronage for the last many years, and we thank you for having been a loyal Rise Broadband customer [redacted]

Dear [redacted] ***, Thank you for bringing this matter to Rise Broadband via the Revdex.comWe show that the account was cancelled on the same day (8/1/2016) that there was a call in for troubleshooting regarding slow speedsThis call was the only one made regarding any issues with the service for the entirety of your connectionOur technicians in the contact center would not be able to determine that the issue you were experiencing was due to distance from the tower- that is something that a field technician would have to conclude, and, aside from the installation of the equipment back in October of last year, we have not sent a field technician out to the property Unfortunately, with the account being cancelled and the equipment being picked up today, 8/4/2016, we will be unable to continue troubleshooting your connection to try and resolve the problems you had been seeingIn regards to the requested settlement, we will be unable to waive the Early Termination FeePer 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.” We apologize if there was miscommunication regarding thisWe are sorry to hear that you have cancelled and thank you for having been a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

Dear [redacted] ***, After reviewing the account history, it was discovered there were tower related issues that started in early and were resolved in November We apologize for this inconvenience and certainly understand your frustrations regarding this matterThe service adjustment offered in the amount of $is equivalent to a years’ worth of service creditThe goal is to credit the difference between the speeds you were getting and what you were paying for during We hope this response provides additional clarification regarding your concernsWe are pleased to know your service issues have been resolved and we thank you for being a valued Rise Broadband customer Best Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] ***, August 1, Thank you for taking the time to reach out to us via the Revdex.com in regard to the experience you have encountered with our service We appreciate your time and feedback We have had the opportunity to review your concerns, and would like to share the following: Upon conferring with the Area Network Engineering Team, we have noted that there is a known Network issue within the areaWhile we are working toward a resolution and consider this a high priority, we do not yet at this time have a specific time frame for resolution We sincerely apologize for any inconvenience that this situation has caused youIn light of the concerns, we have placed a credit of $ on the account, which is the equivalent of one month of service creditIn addition, we have noted that we placed you on the reduced price “any speed” package plan, at $per month (excluding taxes and fees) We hope that this information helps to provide further clarification in regard to your concernsWe sincerely appreciate your time and feedback while we work toward resolution of these mattersThank you for being a valued Rise Broadband customer Kind Regards, [redacted] [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: There is nothing attachedYou said you were attaching the contract that we signed, but you did NOT attach itIf you have a contract, please attach it for me to see Sincerely, [redacted]

Dear *** ** [redacted] , We thank you for bringing your concern to the Revdex.com our attention regarding the Early Termination Fee We have investigated the concern regarding the year agreement relating to the Early Termination FeeWe have the following information to share The agreement are verbal contracts with a email confirmationdocumentingthe year agreementsThese agreements are typical in our industry All information, options were disclosed with the year planRise Broadband would have not provided free installation without a year contract I have attached a copy of the confirmation email documenting the year agreementsYour statements wereavailable through the billing portal so toverify the year plan Email Confirmation: The Early Termination Fee (ETF)Is a valid feeThe fee has been applied to your account We are most sorry to lose you as a customer Kind Regards, ***, Escalations SpecialistRise Broadband

Dear Ms [redacted] , Thank you for inquiry to our office with your concernsWe apologize for the experience and incorrect information received from our installer We have had the opportunity to investigate your concern about losing unlimited data with a recent plan change Our LTE programs all have data limitsAll pertinent information including data limits was shared by our sales teamThis was communicated when the order was received and establishedConfirmation of order was shared after the service was upgraded Specifically, when you signed up for LTE on 11/03/2015, data limits of 250GB was to be part of the LTE plan, however, a system glitch prevented the changes for data limits to be addedHowever, when your service was disconnected for non payment and new service established, the data limits were addedActually, you have enjoyed no data limits for months We no longer offer any unlimited plans and we provided this information to our customers who chose the LTE plan Our dedicated Technical Support professionals are available to look at your data usage and how to reduce data consumptionWe encourage you to call [redacted] , so our Tech Support Team can assistUnfortunately we are unable to reduce any overage charges for nor revert to any previous plansWe thank you for being a Rise Broadband customer and look forward to serving you Kind Regards, ***, Escalations Specialist Rise Broadband

Complaint: [redacted] I am rejecting this response because:original complaint # Complaint ID [redacted] was closed without contacting meI was not able to access your website to view messages due to slow or no connection speedRise did send a tech to my house to try to put me on a different tower without success, but blatantly lied to the better business complaint by saying they put me on a slower but stable connection there is nothing stable about my connection most times I cannot connect at all, and when I can the speeds are so slow that I cannot even access the most basic of websitesI cannot even run a speed test due to the slow speeds and packet lossI have had three employees of this company tell me that rise has knowingly over sold the capacity on this tower and equipment upgrade is the only thing that will resolve this issueyet they continue to take on new customers and charge existing customers for a service they are unable to deliverI would like my service fixed right away or have my internet fees for the last year refunded as I have been dealing with these issues practically since day one that Rise took over from skybeam Sincerely, [redacted]

Dear [redacted] , After further review of the account, the decision has been made to additionally credited the account in question in the amount of $due to the ongoing issues you experienced between 9/to 10/We sincerely apologize for the inconvenience and thank you for being a loyal Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

Initial Business Response / [redacted] (1000, 7, 2015/10/07) */ Date 10/7/ Dear [redacted] 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 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 can assure you we do not take the complaints lightly I 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, [redacted] Customer Care Supervisor www.risebroadband.com XXX-XXX-RISE Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) To their own admission, they cannot provide the service that is advertised for this location and have no planned schedule to upgrade the equipment to provide the service that is advertisedThey are cheating every customer that is operating off of this towerThey are using a loophole in the law to say that they can't provide the promised service all of the timeTHEY CAN'T PROVIDE THE SERVICE ANYTIME! Maybe there are more but I see two choices, rebate customers in this area and shut-down, rebate customers in this area and provide a schedule for upgrade Final Business Response / [redacted] (4000, 18, 2015/11/02) */ Hello [redacted] ***, Once again we would like to apologize for any experiences that you may have experience, we have taken numerous steps in planning to upgrade the problem areas in our networkWe also added a link on our website that explains our networkPlease take time out to read itAgain we do apologize for any conveniences that you may have had with Rise Broadband Final Consumer Response / [redacted] (4200, 20, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I put in my address and it still offered me mb serviceBy your own people's admission, the equipment that you have in the tower near me cannot possibly provide service even close to thisThis is absolutely and blatantly advertisingI have also not seen any offer to reimburse people for the service that you are charging for, but cannot provide

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Address: 619 14th St SW, Loveland, Colorado, United States, 80537-6329

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