Rise Broadband

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for the opportunity to address the issue concerning your email service and we hope to provide a satisfactory response to your inquiry.   Rise Broadband sincerely...

apologizes for any inconvenience caused due to the service issues experienced, and would like to share the following;   As of 09/14/2017 we have resolved the packet loss issues on the tower itself, and was discussed this morning, we dispatched a Technician to the service location to check and work on our equipment there. There were signs that the antenna that receives the internet signal was also showing signs of packet loss. After working on the equipment, the Technician ran several speed tests and is showing 5 MBPS download speed and a 0.7 MB upload speed and the internet package being provided is up to 5 MBPS download and 1 MBPS upload.   Rise Broadband cannot refund the installation cost of the service from 05/09/2016, however we can credit for the service issues experienced. We have provided a credit of $137.85, which is 50% of the base cost of service for 6 months. This credit should post to your Rise Broadband account within the next one to two business days.   We apologize for the loss of service that may have affected the home business, however the service being provided is for a Residential service and is not designed to support business needs. We offer business accounts and our Sales team can be contacted for additional information.   We thank you for your time and patience while we have worked to correct the service issue and we understand the need for a reliable service to be provided. We greatly appreciate you being a Rise Broadband customer and are sorry to hear that a different service provider is being searched for. Rise Broadband is a same day cancelation service, and charges for service a month at a time. The current statement cycle on the account is from 09/09/2017 to 10/08/2017. When the service is ready to be canceled, please contact our Customer Solutions Team at 844-411-7473 and they will be able to assist with the cancelation of service.   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] Thank you for contacting us through the Revdex.com regarding the Early Termination Fee associated with this Rise Broadband account. We sincerely apologize that we were unable to deliver the internet experience that was expected. Our primary goal is to provide...

the best internet and the best customer service possible. We deeply regret if this was not what you experienced. After reviewing the account, we note that calls were placed to our Technical Support within three days of installation. It appears that we were unable to provide optimal service from the beginning.  As such, we are waiving the Early Termination Fee that was placed on the account.  A credit of $250.00 was applied to the account today, September 7, 2017, leaving a credit balance of $11.22. A check for that will be mailed to [redacted]. Please be aware it can take several weeks for this check to be processed and received. We are grateful that you tried to obtain service with Rise Broadband and are genuinely sorry that we could provide the service you were hoping for. Thank you for your interest in Rise Broadband. All the best, [redacted]

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/2015
Dear [redacted] J [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We 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 feedback. 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 customers. We have credited your account for one of free service starting next month. You have a balance of $62.83 that you should pay first.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We 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

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We are pleased to see that the promotional offer we had in the [redacted] area is the service that has been selected. As...

stated, this was a promotion, with the first 6 month’s being offered at a discounted rate.  We offered free installation (normally $149.00) and a discounted rate for the first 6 months. After this period, the rate will be an additional $10.00 per month for the duration of the 2-year contract.   Rise Broadband offers these promotions frequently for new accounts only. However, we note that this account was recently changed and is now part of the promotion.   The account now currently enjoys the lowest possible rate we offer. We cannot speak on what other customers are paying in the area. It depends on when they originated service with us, if they signed up during a promotion, and the terms of their contract.   Thank you for contacting us and thank you for being a valued Rise Broadband customer.   [redacted] Executive Services Rise Broadband

Dear [redacted], We thank you for responding to our offering of service for your needs. We are sorry that this offering was not acceptable to you. Unfortunately, we don't have any residential plans available that offer unlimited data. We are not able to reverse to a discontinued plan within our system. We understand that you are not interested in a 2 year commitment. However, this is the only way we can offer you service as close to what was offered prior.  Again, we welcome a call from you to ###-###-####, Customer Solutions, to discuss your options. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.  Kind Regards,  [redacted], Escalations RepresentativeRise Broadband.

Complaint: [redacted]
I am rejecting this response because:The sales rep clearly misrepresented the terms of the agreement.  I wouldn't have signed a two year contract because I didn't plan on needing the service for that amount of time. I asked the sales rep multiple times to make sure we would not be in a contract because I didn't want to be locked in.  Each time the rep confirmed I would not be in a contract and could cancel at any time without any fees. I was told I would have an installation fee which I believe I was billed but I can't double check that since I can only view bills back to April 2016, and frankly I don't trust you to pull one now at this point because you could create anything as that bill.The rep clearly wasn't 100% honest with me when we signed up, and this becomes a situation where it is my word against the contract he made us sign believeing we weren't going to be locked into a 2 year contract.  Clearly double and triple checking with the rep didn't help ensure I wouldn't be duped into signing a two year contract.  the wording on that contract doesn't even explain well enough for me to doubt what the rep was telling me.  He indicated my price would be guaranteed for 2 years with out any change so I double checked to make sure I would be able to cancel at any time.  Saturday October first when I went to pay my bill it had gone up also contrary to what the rep promised.  I want a satisfactory resolution. So far everything about this situation is feeling very dishonest to me and as a customer it is extremely frustrating to fight against a company who clearly doesn't care about me or what their sales reps are promising people.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This company has failed to explain their unethical method of requiring all who do not want to be charge for the unwanted service must take time to call them to cancel what already was not asked for and added without authorization.The have explained again that the service that nobody asked for was added to their account without their acceptance.Rise has violated the trust of all their customers by hiding under the rug and adding charges that no one wants.They are now forcing me to carefully look at each and every letter in each billing to make sure they haven't added some other unasked for service clearly to enhance their income and empty everyone's bank accounts.  I would like Revdex.com to analyze this situation and render an opinion.  However, I will be going to the other entities that have enforcement authority in order to knock some sense into their executives so they can remain in business without so many bad marks against them.They fill a need where customers have no other provider of semi-high speed internet.They repeatedly raise rates with no real explanation.  They are just gouging thousands of customers as no one will do anything about their really sneaky methods.All they need to do in this case is like I spelled out before.1.  Apologize to all their customers for adding the charges in a way to keep the money form all of those who didn't ask for the service and were too late to do the forced calling.2.  Do this without anyone needing to call them.3.  Make public their mistake in adding charges to accounts without anybody asking for the extra service.  They just added the charges and explained vaguely that if you don't want the service you must, you must call and cancel before 11/05/2016.3. Publish their misdeeds so anybody can see they were running a scam and they are sorry and they will return any charges.  Without any customer being forced to call in.That's all, however, a promise to become more transparent and not engage in ways to bilk their customers.Believe me, if one of the larger internet providers comes my way it will be the best thing for me and seal the fate of Rise.
Sincerely,
[redacted]

Dear [redacted],                   ...

                                        ...⇄ Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We were sorry to note that you had opted to cancel your service. Upon review of the account, we noted five service calls had been set up within the time the account was active. We sincerely apologize for any inconvenience you experienced with our service, as well as any unprofessional encounters you may have experienced when calling into our Technical Support Department. We sincerely appreciate your feedback and will utilize it in providing coaching and further training to our representatives as needed.  We did note that we were obtaining your signal from a limited sector of our tower, as this was the only option in which our technician was able to provide line of sight to our tower. After a thorough investigation, it has been determined that the early termination fee of $250.00 will be waived.  Thank you once again for bringing your concerns to our attention. We sincerely hope we have addressed your concerns. Thank you,[redacted] Executive Services

Dear [redacted]...

[redacted]                                   ...⇄ October 7, 2016 Thank you for contacting Rise Broadband via the Revdex.com. We look forward to being able to provide you with some clarity on this matter. After a thorough look into the account, we see that there is a credit due to you in the amount of $50.34. We did note that the refund of this remaining credit is pending pick up of our equipment from your location. We have an equipment pick up scheduled for October 11, 2016. Once we have retrieved the equipment, the refund will be forwarded for further processing. We do not require that you be home at this time as long as we have access to the equipment.  We apologize for the time delay in this matter. Typically we are able to retrieve our equipment within a 30 day time frame and we unfortunately were unable to do that in this case.  Again, we sincerely apologize about the delay with this refund.We will mail the refund check to you at[redacted]within 6 weeks after the equipment has been returned. Again, thank you for contacting us regarding this matter. [redacted],Rise BroadbandEscalations Specialist

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/15
Dear [redacted],
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We 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 your.
In light of our investigation we have determined that this is a valid charge. All customers are charged a $6.50 equipment rental. The statement does show the break down of the charges under details for bill period date.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We 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

Dear [redacted], Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We 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 account. This 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 explained. It is noted that during the call, you became upset and released the call. Our 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 closed. Another call was placed on May 30, 2017, and transferred to our Solutions Team, who would be the correct department to speak to regarding cancellation. After reviewing each of these calls, it is clear that the information conveyed was upsetting to you and that the call was disconnected by you. While we certainly do apologize, we require that our customers speak with our Solutions Team to cancel an account. We 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 dates. As 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.com. We show that the account was cancelled on the same day (8/1/2016) that there was a call in for troubleshooting regarding slow speeds. This call was the only one made regarding any issues with...

the service for the entirety of your connection. Our 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 seeing. In regards to the requested settlement, we will be unable to waive the Early Termination Fee. Per 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 $250 Early Termination Fee or the remaining portion of the contract, whichever is less.” We apologize if there was miscommunication regarding this. We are sorry to hear that you have cancelled and thank you for having been a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because: I believe this is unacceptable. I could completely understand paying this fee if I was cancelling this account for any reason other than your lack of service. Specifically because you were well aware that for most of the 45 days I had no service or very subpar service. The idea of moving the pole was only stated by your employee because they didn't want to climb the one that was there to get the clear line of sight.  I shouldn't have to put up a pole in the middle of my front yard to try to get a line of sight that would have still been going through the same trees that were already the problem. If you couldn't get a direct line of sight from my yard to your tower than why would you keep me paying for service you couldn't provide?
Sincerely,
[redacted]

Dear [redacted], We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.com. After having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact us. However, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issues. We received confirmation again that we have no ongoing problems at the tower providing services to you currently. While there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residence. Additionally, we have assigned a specific Technical Support agent to reach out to you and assist with the troubleshooting. Our agent has attempted several times this past week to reach you at the two numbers we have listed on the account, but unfortunately each time received the message that the subscriber was not within cell service. Our Technical Support agent created a ticket (3006548) that you can reference when you do speak with them. For these issues, we still encourage you to speak with our Technical Support team at 844-411-7473 Option 1, they have an array of tools available to determine what could be causing the issues. If for any reason you still experience problems getting ahold of a representative at 844-411-7473 please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessary. We sincerely hope that this provides further clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Renee Recxford                                    ...⇄ June 2, 2017 Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We 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 account. This is done to protect our customers. We need to verify that the account is not being closed by an unauthorized party. In the chat conversation included in this complaint, you identify yourself as “[redacted]”, which is not the name on the account. The only name on the account is [redacted]. Because the chat representative could not positively identify you as the owner of the account, they took no actions. This is Rise Broadbands policy and it is done in a measure to protect our customers. Again, we will state our position: We have a recorded call, made on April 1, 2017. In this call, it is stated that you want services turned off the 24th of April. The representative made it clear, on several occasions, that you would need to call in on the day you want services cancelled. This was not stated once, but several times. The representative offered to transfer you to our Solutions Team, and you stated “I’d rather just talk to you”. The representative said that was fine, and again stated you would need to call back on the day you wished to cancel service. It was made abundantly clear on the recorded call. As previously stated, we apologize for the inconvenience, but as noted in the call on April 1st, clear and complete information was provided. Our agent clearly advised that it would be necessary for you to call back on the date you were wanting the service cancelled. For this reason, we are unable to back date the closure, nor extend any credit to the account. The balance will remain on the account.   Thank you for having been a valued Rise Broadband. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

...

                                           September 18, 2017   Dear [redacted], Thank you for contacting us via the Revdex.com. We are pleased to be able to communicate with you regarding this issue.   We are unsure why there was any possible difficulty regarding the cancelation of the account. We certainly apologize for the inconvenience or stress this may have caused. The account was closed retroactively and appropriate credits were given, dating back to July 5, 2017.   Upon review of the account, it is noted that all charges were reversed and refunded, leaving a balance of $3.43. Due to the inconvenience and frustration this may have caused, we have credited the account so that it now has a zero balance.  Any future billing statements will reflect this zero balance.   We apologize that there were issues encountered during the cancelation of this account, although now all issues referenced have been resolved.   Thank you for having been a valued Rise Broadband customer.   [redacted]

Dear Mrs. [redacted],  Thank you for the sharing the concern regarding credits not being applied properly with the fees remaining on the account. We sincerely apologize for the experiences.  We have concluded our research and would like to share the results.  We have applied the...

following credits which have removed the fees on the account.  A two week service credit has been added. a. $30.00 Reconnection fee b. $5.00 Over the phone payment c. $8.50 Late fee  d. $20.73 2 week service credit.  We appreciate your business and thank you for being a Rise Broadband customer.[redacted], Escalation Specialist Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We apologize for any miscommunication regarding our service plans. At this time, we do not offer a residential plan with an inclusive static IP...

address. We will be unable to apply a free static IP address to the account in question. Unfortunately, at this time, we will be unable to disclose any information regarding billing on the account for security reasons. [redacted] is the sole account holder and has not added you as an authorized user. Unless a person is an authorized on the account, any billing, including rates and credits, cannot be discussed. [redacted] is welcome to add anyone she would like to the account at any time by calling in to our Customer Care representatives at [redacted]. At that time, we would be able to discuss billing matters further. We thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted] We are sorry to learn that our first response to this complaint was unsatisfactory. I will try to clarify the information we have. While we completely understand your skepticism on when a check will arrive at your residence, all we are able to do at this time is reiterate what we communicated in our original response to your Revdex.com complaint. On September 7, 2016 I personally spoke with a member of our corporate billing department. He informed me that while he was unclear as to why the refund had not been issued to date, he was going to specifically insure that it was submitted at that time. I have spoken with him again today, September 9, 2016 and regretfully, he is unable to give me a confirmation number, a reference number or a check number. He did provide me with confirmation that the request was submitted on September 7, 2016 at 3:35pm. In addition to his confirmation that has been submitted, I will personally check up on this issue next week. I have asked the billing specialist to also follow this case and tell me when the check is issued. At that time I will be able to provide you with the date the check is created as well as the check number. I will email that information to you as soon as it becomes available to me. Again, please accept our sincere apology for this situation. Unfortunately, this appears to be one of those cases that has “fallen through the cracks”. While this is not common practice for Rise Broadband, we deeply regret that this has been the circumstance for you. I look forward to emailing you at [redacted] as soon as I have an update. Thank you, [redacted] Escalations Specialist, Rise Broadband

Initial Business Response /* (1000, 7, 2015/10/06) */
Date 10/6/15
Dear [redacted],
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We 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.
On April 21, 2015, there was a service call to repoint you to a different AP. Since that time, it looks like your connection has been stable. If you are still having issues please contact technical support.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We 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 /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Performance has been much better lately. Still slow during peak hours though. I still get less than 3Mbps during the evening which is unacceptable.
Final Business Response /* (4000, 11, 2015/10/15) */
Dated 10/15/2015
Dear [redacted],
I am showing that out technician moved you to a different tower yesterday and when he left you were getting speeds of 12 down and 1.8 up. I am also showing that you called and upgraded your speed package yesterday to the 20 meg.
If you are still having speed issues, please contact technical support so that we may get this resolved in a timely matter.
Thanks
[redacted]
Customer Care Supervisor
XXX-XXX-XXXX
Final Consumer Response /* (4200, 13, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The speeds have been more consistent lately and the test of speeds occurred during light early afternoon traffic not during the heavier loaded evening hours.
I will need to see how this solution performs over the next several weeks before I can proclaim that it is solved.
For instance, last night I ran several speed tests in the evening and got between 12 and 14 Mbps results. While better than previous results, still not the 16+ I would expect during high traffic periods.