Rise Broadband

Initial Business Response / [redacted] (1000, 8, 2015/10/01) */ Date 10/1/ Dear [redacted] L [redacted] 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 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 customersAs for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our servicesI sincerely apologize for your inconveniences and would gladly assist you receiving another month of free service, I would also like to reduce your monthly recurring charge going forward until we can properly resolve your issue 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 Rise Broadband High Speed Internet www.risebroadband.com XXX-XXX-RISE Final Consumer Response / [redacted] (3000, 2, 2015/07/08) */ 7/8/I want a refund for the month of service that I did not receiveI am angry for being sold a service that is falsified

Dear [redacted] Thank you for contacting us via the Revdex.comWe appreciate the opportunity to resolve this matter for youRise has recently adopted a new policy, which can be found at our website and reads, in part: USER may terminate the Service at any time upon notice to RISE Termination is effective on the date you contact RISE to cancel the Service or as of a future date designated by USER or RISE, provided RISE can support such future dateHOWEVER, PAID CHARGES ARE NOT SUBJECT TO REFUND SO IF USER CANCELS SERVICE BEFORE THE END OF A BILLING CYCLE, THERE WILL BE NO PRO-RATED REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH PERIODS REMAINING AFTER THE TERMINATION DATEADDITIONALLY, IF USER AGREED TO A SERVICE PLAN THAT REQUIRES A MINIMUM TERM COMMITMENT (“SERVICE TERM”), AND SERVICE IS TERMINATED PRIOR TO THE END OF THE SERVICE TERM, USER WILL BE SUBJECT TO AN EARLY TERMINATION FEE as set forth in the Additional Fee Statement (as defined herein) However, because originally you were told during the initial call that the services would be prorated, we are going to honor that and have provided credit to the account in the amount of $We apologize for any inconvenience or frustration this may have caused, and thank you for having been a valued Rise Broadband customer

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 concernWe 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 areaIn 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 upThey are most excited to get this work for upgrading done We apologize for your experiencesWe appreciate your patience as we get these activities completed so to have reliable and consistent services Kind Regards, ***, Escalations Specialist Rise Broadband

Dear [redacted] , Thank you for allowing us to further explain our decision via the Revdex.comWe appreciate the opportunity to clarify our position regarding closing the accountAs previously stated, Rise Broadband requires customers call into our contact center in order that we can verify all the needed information on the accountThis process was set into place as an additional security measure for our customer baseWe attempted to proactively reach out to you on June 6, regarding this matter and to initiate closure of the accountUnfortunately, upon review of the call we have noted that the offer to assist was declined and that the call was concluded without resolution after refusal to further discuss the matter with our representativeDue to the communication concerns with this account, as a good will gesture, we have retroactively backdated the account closure to May 30, 2017: the date upon which the initial Revdex.com complaint was submitted to Rise BroadbandWe have noted that the account was not, at any time, under contractWhile Rise Broadband would never refuse to cancel an account, we maintain our account cancellation protocol, which requires the account holder call in, for the security of all our customersRise Broadband offers multiple point of contact emails to include the following: [redacted] just to name a fewIn addition, we offer our online chat resourceWhile we apologize for any misunderstanding, we in no way were attempting to conceal or omit a paper trail in regard to this matterYou will receive a final bill with the remaining balance as of May 30, Again, we will not be able to backdate it to April 6, as there is no documentation to support that this request was madeWe sincerely apologize for any inconvenience this may have causedThank you for having been a Rise Broadband customer [redacted]

Dear [redacted] , Thank you for contacting Rise Broadband via the Revdex.comWe’re sorry to hear that you have cancelled service with usRecords show that the date of installation at your location was on 6/1/We also show that there was a technical support call on 6/3/ regarding a service outageA technician was sent to the service location on 6/4/where he found that the power supply for the equipment had been unplugged; he then plugged it back in and the service was up and runningWith an installation date of 6/1, the 30-day trial period would have been up before the call to cancel on 7/3/As such, the early termination fee is a valid charge and will not be waivedHad the cancellation been within that grace period, we would have honored the agreement without questionThe account was also not fully cancelled out on 7/3/due to us being asked to see about waiving the early termination feeWe did not receive another call until 8/4/In regards to WiFi reception, different factors can come into playWireless signals have trouble going through some housing materialsWe show that the 15-17mbps speeds that were being seen were when the tests were being run on a different floor of the homeOnce the tests were running in the basement, where the router is located, the speeds were running at 33.32mbpsOur technicians did suggest possibly getting a different router that would suit your needs better, as well as suggesting a WiFi range extender since the root cause of the problems you were seeing seemed to be due to the wireless signal not being strong in other parts of the homeWe cannot make guarantees for how third party equipment will performWe apologize for any miscommunication and inconvenience and would like to thank you for having been a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

Dear [redacted] ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns While we do show that a call was made to us on 9/24/regarding missing equipment, resulting in a technician replacing the equipment on 9/25/2015, we do not have records of our company having picked up the original equipmentWe will never remove service equipment without the account in question having been cancelled In the event of a transfer of service, any expired promotions that had previously been applied to an account are subject to removalIn this case, unlimited residential data has not been available since late Due to the promotion no longer being available, we will be unable to reapply the previous data planWe sincerely apologize if there was any miscommunication regarding this The terms of the contract state that the service plan pricing will not change for two yearsPromotions are not included within the contract terms, and would not impact the base package pricing of the contractAgain, we sincerely apologize for any misinformation that may have been communicated in regard to the unlimited data or any other promotions Thank you for being a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

February 28th, *** [redacted] [redacted] Attention: [redacted] Phone: [redacted] RE: Revdex.com – Final Balance Dispute Dear [redacted] , Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your account It is Rise Broadband's continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our service After thoroughly reviewing the account, Rise Broadband was unable to provide phone service due to the local network settings for the businessAs we had previously discussed, we removed the phone service from the account and waived all charges for the phone service on 12/01/ Due to the issues with the phone service, we have reversed the phone charges and waived the Early Term FeeThe internet portion on the account are valid chargesThe final balance on the account is $ We regret losing you as a customer and hope you are pleased with the actions that were taken to rectify the situation Regards, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] , While we understand that having an intermittent connection can be frustrating, unfortunately, that would not be grounds to have the contract be voidWe will always credit accounts in the event of downtimeWe also show that there was a pole on the property partially obstructing line of sight, causing some degradation in the connectionOur field technician suggested during a service call on 8/11, during which the equipment was realigned, that if any issues persisted, the pole be moved to clear the obstructionWe apologize for any inconvenienceUnfortunately, per the agreement, the $early termination fee is valid and we will be unable to waive itThank you for having been a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

Dear [redacted] Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for youAfter looking over the information you provided in this complaint, as well as all of our documentation here at Rise Broadband, we can see that there were some considerable service issues with this accountWe sincerely apologize for any services provided that were less than optimalTypically, we ask that before an account is closed we be allowed to send a technician out to check and see if there is something we can do to improve serviceThis offer was declinedHowever, after consideration, we must agree with you and honor your request to refund the Early Termination Fee of $This credit will show on the account in 24-hours and will result in a zero-dollar balanceWe appreciate you having been a customer and again apologize that we could not provide the internet experience you had expectedThank you, [redacted] PExecutive Services | Rise Broadband Phone: 844-411-RISE [redacted] @risebroadband.com www.risebroadband.com

Complaint: [redacted] I am rejecting this response because: I requested that our location be investigated to see of the 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 (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] ***

Complaint: [redacted] I am rejecting this response because: The agreement between [redacted] 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 [redacted] money, time and resources to disputeI understand that Rise made an offer to keep the internet portion of the agreement but [redacted] never agreed to itWe need internet and PHONE service, not just internetThat was the agreement, signed and acknowledged Sincerely, [redacted]

Dear [redacted] ***, In the event that a customer does not elect to cancel the service before the end of the trial, but does not want the service, we are more than happy to refund them the initial charge at the third monthHowever, we have found that a vast majority of customers that would prefer to opt out do so before the end of the two-month trial due to the notices sent via email, physical letter, and on customer statementsAgain, thank you for being a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

Dear [redacted] , We sincerely appreciate you taking the time to write to the Revdex.com and bring these matters to our attention so that we can attempt to provide a resolutionWe have investigated your concerns and would like to share the following 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 [redacted] : · PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itselfRISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always deliveredWe have reviewed your service history which has your concerns documented as being resolvedThere was one system outage on 6/13/The issue was resolved the same day with minimal interruption We have also followed up with a service call to address your issues with equipment changesWe are always updating and upgrading our equipmentThis is our on going efforts We thank you for being a Rise Broadband customer Kind Regards, ***, Escalations Specialist Rise Broadband

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 Payment was was sent to Rise Broadband since we were alerted that our account was sent to collectionsCan they either return our check or pay refund it if payment has been posted Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/30) */ Date 9/30/ [redacted] , 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 In light of our investigation, we show that some improvement changes were made to your internet services nine days agoIf you're still having issues with your internet please contact us 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

[redacted] Thank you for bringing your concerns to our attention, we appreciate the feedback and take these issues seriously.On 4/15/a service call, intended to restore your service, is shown as completed that morningWith the completion of this service call, you should see your internet service restoredI have been monitoring this account, and did attempt to contact you a couple times after the fifteenth to see if the service call was effectiveUnfortunately I was unable to get in touch with you, but hopefully the technician was able to correct the problemDue to the nature of this issue, we will be assessing a credit of $to the account, for the experience you have had with us and your time downAgain, thank you for taking the time to bring this to our attentionIf you are still seeing issues with the service, please call in at [redacted] , and a technical agent will be more than happy to help***, Escalations Representative

Complaint: [redacted] I am rejecting this response because: I have been hearing the same response for a year They need to use some of the millions they recieved from the goverment to improve rual service and the reduced coperate tax rate to fix the issue Sincerely, [redacted]

Dear [redacted] ***, Thank you for contacting the Revdex.com with the concerns regarding the Visa Gift Card promotion, and we would like to share the following; Rise Broadband sincerely apologizes for the delay in the Visa Gift Card being deliveredWe have reached out and spoke with [redacted] about this, and came to an agreement that we would credit the account for the $instead of the mailing the Gift CardThis credit posted to the account on 1/10/ In addition, we provided an additional $in credit to the account, equivalent to weeks of credit, as an apology for the delay with the Visa Gift CardThis has left a total credit balance of $on the account Thank you very much for your time and patience in this matter, and for having been a valued Rise Broadband customer David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Dear [redacted] , We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com, in regard to your Rise Broadband Internet Service We have reviewed your account and are continuing to research these matters further with our Network Management TeamWe will be back in touch via the Revdex.com shortly to provide further clarification We sincerely appreciate your time and continued patience throughout this process Kind Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I do not in no way shape accept your tech who was at my house sat said he would not recommend putting us on that tower it would drop speed to Mbps and under when where are in a contrac for 15mbps so I won't what our contrac has promised us for past months witch we have no revived what gives rises the right to change our contrac that we have all ready enter in to plus why would I need be on a tower that's 5+ miles away when I have my own in back yard wouldn't that defeat why we bought the tower for all that money