Rise Broadband

Complaint: [redacted]
I am rejecting this response because:  I requested that our location be investigated to see of the 20 MB plan was available.  I did not approve the change.  The customer service rep at Rise made the change without my authorization and also as Rise noted, did not inform me that if I change plans I would have a cap on my usage.  If I had know this was going to occur, I would NEVER had authorized the change.  At this time, all they are really offering is for me to move to a more expensive plan in order to retain the unlimited data plan.  Due to their mistake, I want the same speed that I had before (10 MB) with no increase in pricing.  My understanding is that the plan I was on is $59.95/month and the new plan is $96/month.  Therefore, I want to have a recurring monthly credit of the monthly difference as long as I am on the new plan.
Sincerely,
[redacted]

Dear Mrs. [redacted],      Thank you for bringing this matter to our attention via the Revdex.com, we greatly value your time and feedback.      The area supervisor has been contacted on the situation and has allowed for an expedited service call which is now...

scheduled for tomorrow morning, May 11, 2016 between 8am-12pm. A confirmation of this appointment has been sent to the email address that is set up on your account.      Again, I would like to thank you for contacting us and allowing me to assist in this matter as we highly value your continued support and service with Rise Broadband for your internet needs.   [redacted], Escalations Representative.

Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to explain the charges on your bill. At the time of Sale on January 26th 2017, the following Rise services were selected:     1/26-2/25 Res 25MB 2yr Contract - $59.95 w/$30 Promo Discount - $29.95 Res PC Care - $9.99 – One Month Free Trial Period - $0.00 Res Installation Fee - $150 – 100% Discount - $0.00 Taxes/Fees: $15.55 Total: $45.50   2/26-3/25 Res 25 2yr Contract - $59.95 w/$30 Promo Discount -$29.95 Res PC Care - $9.99 – Full Price/Free Trial Over Taxes/Fees: $15.55 Total: $55.49   We appreciate you joining the free PC Care trial and per your request, I have removed PC Care from your account at this time.     Updated 2/26-3/25 Res 25 2yr Contract - $59.95 w/$30 Promo Discount - $29.95 PC Care Credit Adjustment – ($9.99) Taxes/Fees: $15.55 Total: $45.50   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
Our initial contract was not with Rise Broadband. It was with [redacted] and they were bought out by Rise. I understand they are a line of sight internet company, but I also was about to lose my home due to our landlady selling the property. Does [redacted] list all their tower locations on their website so that I could climb on the roof of each home I looked at to be sure I had line of sight to the tower? No they do not. It is not my fault there is a large tree blocking their tower. The $250 fee is not acceptable and should not be in place in our instance. We contacted them a week before we moved and were told there would be no problem getting service. Also, last week we receive a welcome to the neighborhood letter from Rise stating they could offer Internet to our address. That is false advertising because you cannot offer it to us. We have no control over a tree miles away from us. We should not have to pay for the contract termination especially after the horrible customer service we received from your Mr. [redacted] and being told we could have service when we could not and then being told we had an appointment and wasting an entire afternoon waiting for a technician only to be told we didn't get out on the schedule. Not to mention the fact that my husband contacted your company's customer complaint department and was told they would review everything and we are still without word. We have been in our new home for 2 weeks now and not one word from your company. We have been without service and have just been brushed aside. I have paid that $250 in the time I have wasted trying to deal with this issue over the past 2 weeks, so you can waive that fee for us. 
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding the final balance after cancellation, and we would like to share the following;   As we have previously explained, by using our internet services, you have agreed to the Terms and Conditions, which include our cancellation policies.   We concur that the service was acquired from another provider, however the option to cancel was available at any time. We have never forced anyone to utilize our services. In addition, when the account was canceled, we advised at that time that there would be no proration of services, and the option to allow the services to continue until the end of the service cycle was given. This option was declined and the service was requested to be canceled immediately.   However, as a courtesy for having been a Rise Broadband customer, we have agreed to prorate the service to the 10th of January, 2018, when we were contacted to cancel services. We have credited $25.00 to the account, which is slightly more than 21 days of service. The statement amount for the service was $35.95 + taxes and fees per month. Applicable taxes and fees will automatically be prorated when the credit posts to the account within one to two business days.   We have also started the refund process for the credit provided. We will mail a physical check for the credit balance to the mailing address on file, [redacted] [redacted]. The typical timeframe for it to be received is 4-6 weeks after the request has been made. If you would like to change the mailing address, please feel free to send an email to [email protected] and we will be more than happy to assist with updating the information.   Thank you very much for having been a Rise Broadband customer, and we wish you the best in future,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] i don't feel like that was good enough the tech was here on the 16th and did nothing walked around the house said he nothing he could do. Do to out dated equipment. I've paid ever mouth for 9 mouths and that's the best that can be done I've use a totle of maybe mouth of service cuz it's been down unusable maby rise needs to look at account again show where I've reported it at least 2 times a week sometimes more then that a week I got copy's of ever web Chet to show how many issue we've had

Complaint: 11031849
I am rejecting this response because: no matter what time of day I try and access my connection I am getting better less than 5mbps down. The tech support team has no idea why I'm not getting these speeds and every time I do call tech support they confirm that I should be getting high speeds. My ticket has been open for over three months now and I still don't have any answers. 
Sincerely,
[redacted]

Dear [redacted]                                   ...⇄ 7/21/2016 We appreciate your reply and hope to provide more clarity on our decision. Each Rise Broadband customers concerns are addressed on an individual basis and we do not provide canned responses to them. 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 maintain. A letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a 2 (two) month free trial period. Within 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 services. After the plan is removed, the customer will not see a charge associated with it. Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services. You will see no charges for this going forward. I have gone into the account and credited you in the amount of $14.99, which is the total amount that you were charged for PC Care. A credit had already been place on July 7, 2016 of $8.40. You have been reimbursed for all charges associated with PC Care Support. Regarding the 2 year contract and ETF. Our contracts are verbal and made when a customer calls in to establish service with Rise Broadband. These calls are the property of Rise Broadband and we do not release them. What I can provide you with is a copy of the email that we sent to [redacted] on June 5, 2015, which clearly shows the 2 year agreement. Additionally, this information is available on each month’s bill, which you view when you go to the payment portal to pay the bill. After a second thorough review, our decision to not waive the $250 ETF stands. Please see below for the documents mentioned above. Again, we thank you for your time and for being a Rise Broadband customer. Thank You, Rise Broadband Corporate Escalations

Complaint: [redacted]
I am rejecting this response because: there is perfect line of site to the Walmart Tower. I'm on a tower 6 miles past that tower. But was advised my internet would be slower speeds. I understand that but at least (hopefully) it would stay connected and wouldn't drop my internet throughout the day. Your repeat of what you could do doesn't reflect what you should do. Simply providing reliable internet service to your customer.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/12/22) */
Dear [redacted],
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Rise Broadband highly appreciate your feedback as it will assist us in becoming better at what we do. Please allow us two business...

days to invest this further.
Once again please accept our attempts to help you with this matter. We appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband.
Thank you
Rise Broadband
Complaint Response Date bumped because: Holiday

Dear [redacted]                                   ...⇄ September 15, 2017...

Thank you for contacting us via the Revdex.com so that we may address your concerns. We have reviewed the account and would like to share the following information;  With Rise Broadband’s policy on data overages we offer “First Tome Forgiveness”, meaning that the first time there is a data overage, we waive that fee as a courtesy. Any future overages are the reasonability of the account holder. Upon review of the account, we note that for some reason, you were billed the full amount for the first overage. We are unclear on how this happen, if it was a billing glitch or human error. Regardless, the mistake was on our end and we take full responsibility. As such, today an additional credit of $68.25 was placed on the account, for a total credit for data overages of $136.50. A credit in the amount of $68.25 was placed on the account on September 13, 2017. We sincerely apologize for any miscommunication or misunderstanding and any frustration this may have caused. As stated previously, any future data overages will be considered valid charges and will not be refunded. We appreciate the opportunity to clarify this issue and would like to thank you for being a valued Rise Broadband customer. We look forward to being your internet provider for years to come. Thank you [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding the final balance after cancelation, and we would like to share the following;   Thank you for providing the initial statement for the service, which also supports the initial install receipt that we provided as well. Both show the exact same information about the service provided, with the only difference being that the initial install receipt does not also show a line item for the Early Termination Fee, which is accurate as the Early Termination Fee was not being charged during the initial install. The reason the Early Termination Fee shows as “0.00” on the reflected statement is because there is not a charge for the Early Termination Fee unless the contract is breached. You will also notice that the installation is also shows $0.00, as there was no charge for installation due to the promotion that was signed up for. Our installation fee normally $149.50.  There has been absolutely no changes made to the contract or service since it was first installed.   Rise Broadband has never offered a 2-year contract that could be canceled after the first year without penalty if the customer requests to cancel service because they no longer desire the service.   Rise Broadband does not charge for equipment collection, and currently have 03/02/2018 as the date in which a technician will arrive to collect the equipment. No one is required to be there when the technician shows up to collect the equipment, as he will only be collecting the equipment on the outside of the house. If someone is available when the technician arrives, you may provide him with the VoiP adapter for the phone service, or the VoiP adapter can be mailed back to us free of charge with our mailing label which can be found on our website, or by following the URL https://www.risebroadband.com/wp-content/uploads/2016/06/Rise-Broadband-Return-L...⇄ The VOIP adapter can be mailed back in any box that will fit in.   The final ending balance on the account is $354.33, and all charges on the account are valid.   Thank you very much for having been a Rise Broadband customer, and we wish you the best in future,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank 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 3 Technical Support Team has been working with you about the service issues experienced. Due 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 $55.00 plus taxes and fees to $39.95 plus taxes and fees. This 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 issues. If you opt to locate another provider, no penalty will be incurred. We understand that your concerns have been extensive and ongoing in nature. Unfortunately, we are not presently able to provide a specific timeframe for upgrades to the equipment within the area network. Our records indicate that this information was shared previously, and we have since been advised that another provider is being searched for. We 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 concerns. Thank you for having being a Rise Broadband customer, and we wish you the best in the future.    [redacted]

Dear [redacted],  We thank you for taking the time to bring your concern to the attention of the Revdex.com so we can help resolve the concern.  We have reviewed and investigated your concern. We would like to share the following findings.  Our field supervisors are working on a plan to...

upgrade the towers and Access Points (AP) for your area. In fact they are escalating the activity to make the changes with the upgrades at the earliest possible time.  There may be delays from storms and other immediate needs that may come up. They are most excited to get this work for upgrading done.  We apologize for your experiences. We appreciate your patience as we get these activities completed so to have reliable and consistent services.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We sincerely appreciate the opportunity to address your concerns. We’re sorry to hear that you’ve been having issues with your service. Our records show that on October 26th, 2016, you elected to move from...

the 15 Mbps speed plan to the 5 Mbps plan. Due to ongoing issues at the tower site, we have discounted your bill by $10 per month for the next three months. In addition, it appears that you may be eligible to be moved to another tower in your area. If you are interested in this option, please contact our technical support department at [redacted] and they would be more than happy to assist you. Per our Terms and Conditions, which are viewable at any time at www.risebroadband.com, in the event an account is canceled before the end of a two-year agreement, an early termination fee of $250 will be applied. In this case, the contract will end on 9/21/2017. If the account is cancelled prior to this date, the early termination fee will be considered valid and will not be waived. While we sincerely apologize for any inconvenience you have experienced with our service; we would encourage you to contact customer care to enable us to further explore your service options.  Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

[redacted],   We apologize for the miscommunication. Unfortunately, we will not be able to waive the early termination fee. Per our terms and conditions, any service that requires a minimum term commitment will require an early termination fee should that service be cancelled. http://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servic...⇄ Here is the link to those terms, the information I am quoting is under Term/Cancellation Policy. Again I apologize for the miscommunication but the charges do stand. [redacted], Escalations Specialist.

Dear [redacted]   We sincerely appreciate you taking the time to bring your additional concerns to our attention via the Revdex.com. As previously stated, we communicate to our customers that we are a line of sight provider, and that the technician who visits the property...

will make the final determination regarding the service. Our field technician advised that he was only able to obtain line of sight to a 5mb tower on the day of installation The 2 year contract was agreed upon at the time of sale, requisite upon our ability to provide service at the location. Unfortunately, we are not able to guarantee speeds or speed packages. Additionally, as stated, we provide a 30 day trial period in which we encourage our customers to call in with any service related concerns, or to let us know if the service is not going to work out for them. No such calls were received. While we do now have 20mb towers in the area, the account would need to be brought current before we could send a technician back out to determine if line of sight to one of the other towers would be possible. We will certainly be happy to back date the 20mb package to a 5mb package retroactively back to the date of installation, which was November 4, 2016. Please contact our customer service department if you wish to proceed. They can be reached at [redacted].   We have provided some further excerpts below from our terms and conditions in an effort to provide further clarification.   RISE BROADBAND offers a range of download speeds to residential subscribers varying from 1.5 mbps to 15 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 subscribed. RISE BROADBAND however cannot guarantee speeds at all times, as there are many factors and conditions beyond RISE BROADBAND’s control that can affect Internet performance.   Termination of the Service does not affect USER’s obligations under this Agreement, including USER’s obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such termination. RISE accounts must be paid in full before a cancellation will be considered complete.   We stand by our original decision that the $250.00 early termination fee (ETF) is a valid charge and will be applied to the account in the event of cancelation.   We sincerely apologize for any inconvenience you have experienced, and thank you for being a valued Rise Broadband customer.     [redacted]

[redacted] We apologize for the inconveniences. On your account, there is a service call setup for February 8th to retrieve the equipment. As soon as this equipment is obtained the charges on the account will be removed. Thank you for your time and feedback.   [redacted], Escalations Specialist

Hello [redacted], Thank you for contacting Rise Broadband and bringing your concerns to us via the Revdex.com. Rise Broadband is an “up-to” service provider, and due to how the service is provided, we cannot guarantee full speeds at all times. Below are some of the terms we have that pertain to performance and cancellations. The full terms and conditions can be found at www.risebroadband.com under “broadband terms”. Due to this information, we must stand by our decision to apply the early termination fee. Again, we do apologize for your experience, however, the ETF is still a valid charge on the account   PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itself. RISE 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 delivered. You understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet.   TERM/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 termination. RISE 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 $250 Early Termination Fee or the remaining portion of the contract, whichever is less.   Thank you, [redacted], Escalations Representative.

[redacted] After having talked to you on the phone, we have a way to set you up for a paper bill. However, before doing so I wanted to make sure you are aware that it will add a $3.00 fee to your bill. If that is of no concern, then please responded to this as such and we will place you on the...

paper bill right away. Thank you for your patience and feedback. [redacted], Escalation Representative