Rise Broadband

Dear [redacted] We greatly appreciate your patience while we worked through this difficult issue. After looking into the issues at the tower as well as with the equipment at your residence we were able to isolate and troubleshoot the issue and you should currently be seeing a vast improvement in...

your internet. We regret that it took so long to resolve the issue and hope that the measures taken to restore your service will be long lasting and reliable. In December Rise Broadband had a rate increase, the first one in over 3 years. The decision was made to raise rates at that time so that Rise Broadband could continue to keep up with the growing demand for internet, and to maintain and improve our services. We notified our customers in advance of the rate increase. I apologize for the inconvenience and frustration this brought you. As a measure of good will, we have applied a $25.00 credit to your account to compensate for the time you were without service. We thank you for being a Rise Broadband customer and look forward to serving you for many years to come. Thank you, [redacted] Escalation Specialist, Rise Broadband

[redacted], We apologize for the confusion and inconvenience we have caused you. Pertaining to the bill of $131.14 that was paid twice. The auto pay pulled a payment of $131.14. Then on the same day another payment of $131.14 was made via the online payment portal. We have no control over the online portal.  When you were told you were getting a credit and that it had been approved, this was actually the case. In our system it has been processed correctly and approved. However, because there was no credit card information in our system at the time, the credit could not be applied back to your credit card.  We apologize for the problems this has caused with your personnel bills, but our system did not pull twice. The second payment came through our online portal which was done by you or someone that has access to your online account. Please understand, the amount of $262.28 covered the bill of $131.14 that was owed, and then went towards your next two months of service. The bill for January was completely covered, leaving a balance of $55.55 that will be applied to the month of February. Because these charges are your normal monthly fees and nothing more, we will not be able to credit back that second $131.14. We will however, go in and credit back the late fee you were charged due to our auto pay not pulling.  Other than this, all charges on the account are valid. Regarding the billing cycles. According to your account, we found no evidence that your billing date has changed at all. We have one record of a late fee, which was due to our system not pulling and we will credit that back to you. However, that is the only charge you have received other than your normal bill. [redacted], Escalation Representative

...

                                           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]

Complaint: [redacted]
I am rejecting this response because: I have since terminated my service from this company as I will not waste my time sitting on hold for 30-45 minutes every few months to cancel something I never ordered in the first place. Once other companies pick up on this scam, people with be sitting around on hold for days with multiple companies trying to cancel services they asked for. This practice should be stopped before it gets started. I also did not see any response to Digis adding data caps and charging me for a static IP that I was getting for free with the previous company. I never signed a contract with Digis or was told about any of this until I was charged. Very shady company which is why I canceled my service and moved to a better and cheaper service company. 
Sincerely,
[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

Initial Business Response /* (1000, 7, 2015/10/08) */
Date 10/8/2015
Dear [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.
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. A service called was scheduled on 08/27/2015 that we think resolved your issue. If you're having anymore issues with your services please contact our Tech Support department. We're looking for ways to improve our customer service experience.
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
Initial Consumer Rebuttal /* (4200, 14, 2015/10/22) */
The issue is still on going, as soon as the complaint was dropped from Revdex.com. I was throttled again with no response. Rediculous. Google ratings seem to work better..59 dowmload 1.3 upload. 125 ping
Final Business Response /* (4000, 29, 2015/12/02) */
[redacted]Revdex.com Complaint[redacted] I called [redacted] about the Revdex.com complaint submitted and she states that she had no clue about it and so did her husband.
She states that her son may have been the person that submitted the complaint and when she gets home she will ask him to call back in.
[redacted] or her son can call back into the Call Center and have a service call setup to have them moved to different tower.

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.

Complaint: [redacted]
I am rejecting this response because: Same old response. "We are looking into it". How long should I be waiting, another 6 months? A good team could have this resolved in a day. It's been nearly 10 months.
Sincerely,
[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]

Initial Business Response /* (1000, 6, 2015/10/30) */
Date 10/30/2015
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We have taken 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.
Please give me a call at XXX -XXX-XXXX. My hours of operation is Monday thru Friday 9:30 a.m. to 5:00 p.m. I would like to schedule someone to come out to your location to see what can be done to resolve your issue.
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 Internet Services
www.risebroadband.com

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] 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

Dear [redacted],                                  �...⇄                                   June 15, 2016Thank you for your feedback regarding the ability to opt out of marketing campaigns. While our department doesn't make or change existing policies, your feedback will be provided to the marketing department for review.  Rise Broadband knew, when we launched this program, that it would not be a perfect fit for all customers. As stated previously, we sent out mail and emails letting you know this was being implemented as well as allowing you a 60 day period to opt out before billing.  We understand that opting in is your preferred method of selecting services and we will convey your concerns with the appropriate members of management. We understand your concerns and sincerely appreciate your feedback in this matter. The concerns (perhaps use different word? Concerns is used twice here.) you raise, and the desired settlement you seek in your letter to the Revdex.com will  most certainly be passed on to upper Management and to our Sales and Marketing teams, but the decision will be made by them and will take some time. Thank you for continuing to be a valued Rise Broadband customer. Please let us know if we may be of further assistance. Thank you,[redacted]Escalations Specialist

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding the final balance after cancellation, and we would like to share the following;   Rise Broadband is a bill ahead service, and we charge for a full month of service at a time. Our records...

indicate that we were contacted on 1/10/2017 with a request to cancel services. When the request was made, the representative advised that we do charge for the full service cycle and we can be contacted back at the end of the month to cancel service if that would be preferable, however this offer was not accepted and the service canceled the same day.   We have provided an excerpt from our Terms and Conditions of Service, which can also be found on our website at https://www.risebroadband.com/legal/broadband-internet-terms-and-conditions-of-s...⇄   “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 date. HOWEVER, 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 DATE. ADDITIONALLY, 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).”   We hope that with the information we have provided, we have clarified as to why the service cycle was not prorated to the date in which the service was canceled.   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 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 Team. We 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]

[redacted], Thank you again for taking the time to bring your concerns to our attention. Allow me to extend our sincere apologies for what has happened. I have already brought this matter to the attention of the area supervisor, and asked that we make sure this is addressed. I have also requested they send another tech to gather the discarded equipment from your property. Again I apologize, and will take appropriate actions to ensure this does not happen again. [redacted], Escalations Representative.

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 delivered. We have reached out and...

spoke with [redacted] about this, and came to an agreement that we would credit the account for the $100.00 instead of the mailing the Gift Card. This credit posted to the account on 1/10/2018.   In addition, we provided an additional $20.29 in credit to the account, equivalent to 3 weeks of credit, as an apology for the delay with the Visa Gift Card. This has left a total credit balance of $129.07 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 R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Dear [redacted] Thank you for contacting us via the Revdex.com so that we may provide a resolution to the matters regarding this account. We have thoroughly researched this matter and would like to share the following information. Our records indicate that several calls have been made...

regarding slow speeds and connectivity issues to our Technical Support Team and it appears that the issues persist. We sincerely apologize for any slow speeds or connectivity issues that may have been experienced. It is apparent to us that there are issues at the tower site, with degradation and slow speeds being experienced by some subscribers.  At this time, there are no plans for any upgrades or work scheduled for this site. The performance currently being experienced will not be resolved in the foreseeable future. After discussing this with the Area Field Manager and learning that there are no plans for upgrades or improvements are available for this site, we have decided that when the account is cancelled, Rise Broadband will not impose the Early Termination fee of $250.00. Please call us at [redacted] when you decide to cancel the account. We sincerely apologize that we are currently unable to meet your internet needs. Thank you for having been a valued Rise Broadband customer. [redacted] Executive Services Rise Broadband

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Again let me state that I as never notified or informed that I was under a 2 year contract!! Your people talking to me on the phone can check whatever boxes they need to check. However this does not mean I was actually told I was under a 2 year contract. And gain when I called to upgrade to a faster speed I made certain to ask if this will put me under contract and I was clearly told that I was under no contract!