Rise Broadband

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We sincerely appreciate the opportunity to address your concerns. After thoroughly reviewing the account we are able to share the following with you: Originally the account was on a month...

to month 10mb plan. On July 5, 2016, a call was placed into our contact center in which a request was made to convert to a 2 year contract, to increase speeds and raise the data limit on the account.  We were able to increase your speeds from 10mb to 15mb for the contracted price increase of approximately $3.00 more per month. This also increased your data allowance from 200 GB to 350 GB per month. At this time, PC Care was also removed from the account. While reviewing the account, we noted that you had not been credited for all charges related to PC Care. Today an additional credit has been placed on the account in the amount of $13.90. This, in addition to the $13.09 that was credited on July 5, 2016, fully refunds you for any and all charges related to PC Care. All correspondence from Rise Broadband have been sent to the email we have on record, which is [redacted]. The 2-year contracted agreement is confirmed in several forms. Along with the initial verbal agreement that was made with our Call Center Representative, the field technician was required to capture a signature of approval after the successful installation. The service(s) you are paying for is also indicated on your billing statement each month. Excerpts have been included to show exactly where this information can be located. You may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.com. These terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completed. After a thorough review of the account, we have found that the ETF is valid and will not be waived. After the credit was applied today, the current balance on the account is $214.85. Thank you once again for bringing your concerns to our attention. Thank you for having been a long time, valued Rise Broadband customer. Thank you, [redacted] Rise Broadband, Executive Services

Dear...

[redacted],                                  �...⇄                     October 25, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We were sincerely sorry to note that you had opted to cancel your service with us.   We wanted to apologize for any misinformation you may have received when you phoned in to cancel your services. Upon a thorough review of your account, we have opted to waive the $250.00 early termination fee. It is our understanding that you had been contacted in September 2015 in regard to some package changes we were making. It appears at that time you were upgraded to a two year contract in error. Again, we sincerely apologize for any misinformation you may have received. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. Thank you, [redacted] Escalations Specialist

Dear [redacted]...

[redacted],                                  �...⇄ August 9, 2017      Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your inquiry.   We have had the opportunity to investigate and would like to share the following: In reaching out to our Area Network Supervisor, we have been advised of an area network issue (please reference case [redacted]). While our Engineering Team is presently striving to determine an efficient solution to these concerns, we do not as of yet have a specific time frame. We sincerely apologize for any inconvenience this situation has caused. In light of the concerns, we have placed a credit on the account of $ 49.35, which is the equivalent of one month of internet service. In addition, we have provided a three month temporary service discount for an additional credit of $30.00.   We would like to extend our genuine apology for any misinformation or unhelpful conduct you have encountered in the past with any of our staff members. We strive to provide an effective and positive customer service experience within each and every customer contact. We regret that this has not been your past experience.   Thank you once again for bringing your concerns to our attention. We sincerely hope that this information helps to provide further clarification regarding your concerns. We appreciate your patience as we work through our Area Network concerns and strive toward a resolution. Thank you for being a valued Rise Broadband customer. Thank you,   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 6, 2015/10/30) */
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.
We had a backhaul upgrade done in your area that they just finished a few days ago. We believe the problem has been resolved. I did reach out to one of my supervisors in the Idaho area and he states that he has opened a line of communications with you. If you still have issues please reach out to our tech support department so that we may address your issues.
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

Mrs. [redacted],The 2-year contract you established was for the location that was successfully installed and agreed upon at that time. You may continue with that contract if transferring to a new location, however, it is solely up to your discretion and liability when moving during this 2-year term. Since we are a line-of-sight provider we do not guarantee service at any given location that shows available under our coverage area; all locations must first be tested by a field technician to ensure a quality line of sight for service. Unfortunately, since we were unable to obtain that at your new residence, you are responsible for ending your contract with us prior to its full term and the ETF remains valid. We are regularly upgrading our network and would be happy to provide your internet services if a connection can be established in the future. Please accept our sincerest apologize about your unsatisfactory encounter within our customer service department. We assure you we do not take any feedback lightly; along with upgrading the network, we are always providing new training for employees so we may better relay information to our customers and provide the best experience possible.[redacted], Escalation Specialist

Complaint: I am rejecting this response because: This guys response only refers to the 2nd or 3rd time I told R Broadband the service was terminated in SEPTEMBER 2017; his reference to November is when I finally received a response from them.  At that time the rep. from broadband admitted the request to stop service was in September.  Like my response stated, I paid the billing after the service was suppose to be terminated - they in fact owe me; do they understand that apparently not. Remove the billing of $3.00, [redacted] Response: Dear [redacted],   We appreciate you bringing your concerns to our attention through the Revdex.com. Thank you for providing us with the opportunity to address the additional issues concerning the account balance and we hope to provide a satisfactory response to your inquiry;   Rise Broadband has no record that we were ever contacted with a request to cancel service prior to 11/08/2017. We are a same day cancellation service, and we do not show that a request to speak with our Customer Solutions team, which is the team who handles cancellations, was made, nor was there any information documented that indicated that a request to cancel service was made. We do show that we were contacted in September 2017, with an inquiry into transferring services, but no mention of cancellation was made until 11/08/2017, when the service was canceled.   As was stated in our original response to the Revdex.com, “The current balance on the Rise Broadband account ending in [redacted] is $3.00. The most recent payment received on the account was on 10/18/2017. As a courtesy, we have waived the $3.00 balance on the account, bringing the account to a $0.00 balance.” This was also send to the email address on file[redacted] The current balance on the Rise Broadband account ending in [redacted] is $0.00.     Thank you for having been a Rise Broadband customer, and we wish you the best in the future.   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Complaint: [redacted]
I am rejecting this response because:
 I want my money back for the past three months that we have paid for and have not have had any service.. This is only fair. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You drafted my checking account for June, July and August for a service I did not receive...I want my money returned. If you cannot refund it back the same way then mail me a refund check. 
Sincerely,
[redacted]

Dear Mr. [redacted],  Thank you for your response to our explanation. As we have requested with our last response. We would like to ask againif you can please provide receipts of materials/laborused in this roof replacement.  We would be most happy to review before proceeding with any resolution to your concern.  Again, we are sorry to lose you as our customer.  Kind Regards,  [redacted], Escalations SpecialistRise Broadband

Dear Ms....

[redacted]                                   ...⇄ April 18, 2016      Thank you for taking the time to notify us of the concerns you have in regards to your service with Rise Broadband and the early termination fee (ETF) associated with cancelling your account.   Our records indicate an outage on your tower on April 8, 2016 in which you contacted the Call Center and your account was documented of this issue. The outage was promptly resolved and service was restored to all affected customers within a 2-hour timeframe. It was noted in the Revdex.com letter that you have, in fact, been without service for a month’s time. Unfortunately, since we do not monitor each customer account individually, we ask that when you do experience connection issues, you make contact with our technical support team. These representatives are trained to troubleshoot, identify and rectify these issues in a prompt manner as well as note the account so we may take any other actions necessary on the account. The  2-year contracted agreement is confirmed in several forms The service(s) you are paying for is indicated on your billing statement each month. Excerpts have been included to show exactly where this information can be located. You may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.com. These terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completed.        We sincerely apologize for the frustrations you’ve encountered and hope this letter has provided clarification on our policy. Our Call Center phone line is: 1-844-411-RISE (7473) if you have any further questions, please feel free to call.   [redacted] Escalations Specialist, Rise Broadband.

Dear [redacted], After further review of the account, the decision has been made to additionally credited the account in question in the amount of $17.89 due to the ongoing issues you experienced between 9/13 to 10/1. We sincerely apologize for the inconvenience and thank you for being a loyal Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted]                                   ...⇄ 7/6/2016Thank you for taking the time to bring this issue to our attention, so that we can fully explain our policies.We certainly apologize that your experience with Rise Broadband has been a frustrating situation for you. There are times when we are experiencing high call volumes, and customers may have to wait a bit before we can get a technician on the line. We try very hard to keep these wait times to a minimum, but at times they are unavoidable. While spending almost 3 hours of your time on the phone trying to trouble shoot an issue is an extremely long time, due to the often complex issues they see, this too, is unavoidable. It sounds as if the technician with whom you spoke was trying very hard to do a thorough job; and worked through the list of possible resolutions he could provide. We strive to provide our customers with the best internet service possible. We deeply regret that this was not what you experienced. The account does show that we credited for down time on three separate occasions, $21.74 on 4/11/2016, $4.49 on 4/12/2016 and $53.40 on 7/16/2015. Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service delivered. A few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concerns. For a full review of these terms, you may visit our website online at www.risebroadband.com:* PERFORMANCE LEVELSSpeed 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 POLICYTermination 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.* ACCEPTANCEBy using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this Agreement. These terms and conditions supersede all other written and oral communications or agreements with regard to the subject matter. Any waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND.After an in-depth review of your account and referring back to our company policies, it is our decision that the $250.00 early termination fee (ETF) is a valid charge and will remain applied to the account. You state in your complaint that you changed providers and this would not be a reason that would qualify for waiving the $250 ETF. Additionally, we cannot refund any money that was paid for service provided in the past.  Again, we sincerely thank you for your time as well as your previous service with Rise Broadband.

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/2015
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.
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. In light of our investigation, we have made changes to the network seven days ago, hopefully this has resolved 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 High Speed Internet
www.risebroadband.com
XXX-XXX-RISE

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 taking the time to reach out to us through the Revdex.comwith your concerns about the addition of our new PC Care service plan.  We sincerely apologize if you had a poor customer service experience. We strive to provide exceptional customer service on each...

call, and we regret that this was not what you experienced. We appreciate the feedback and can use it for improvement, going forward.   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.   The account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services. A $9.89 credit has been applied to theaccount.  You will see no charges for this going forward. Again, thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer.  Kind Regards,   [redacted], Executive Services Representative Rise Broadband

Dear [redacted], Thank you for contacting us via the Revdex.com. We appreciate the opportunity to address these issues with you. It is noted that the account was closed today, September 13, 2017. Because the account was closed while the account was under contract, an additional $250...

charge was added, leaving a current balance of $281.87. After thoroughly reviewing the account and speaking with our Network Area Supervisor, we have found several instances where a call was placed to our technical department, indicating issues with slow speeds. The area in which service is being received is currently suffering from Degradation of service during Peak Usage hours, and while we are doing our utmost to improve the network, there is not an estimated timeframe for when the issues will be completely resolved. We are taking measures in the meantime in order to mitigate the impact on our customers, however we completely understand your frustration with the service being provided and decision to get service from another provider. Due to the service issues experienced, Rise Broadband has agreed to waive the Early Termination Fee on the account. This credit should post to the account within one to two business days. This will leave a balance on the account of $31.87. Thank you for having been a valued Rise Broadband customer. [redacted] [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.
Techs showed up the day after I made this review and got me hooked up
Sincerely,
[redacted]

Again I reject Mr [redacted] response in its entirety. In fact, he's just rehashing the same false arguments he presented before. He admits that a 2 year price freeze contract was entered into between Rise and me--and that's the key and binding issue (end of argument). But he thinks that Rise can circumvent their side of the agreement by obscure language hidden in their terms and conditions ( T & C) section. Even if it were relevant, which it's not, I signed up with T6-- who they took over three months afterward. So I did not have access to the Rise T & C page at that time. Further, Rise is constantly updating this section, even after people have locked in to contracts with different T & C terminology at that time. Since Mr [redacted] was kind enough to provide the current Rise T & C, look at the section under Residential Services. It says that "Rise Broadband reserves the right to change this agreement at any time....Your non-termination or continued use of service after changes are posted constitutes your acceptance of this agreement" Well I did object to Rise's change in pricing immediately after they charged me the new, higher price never agreed to--so shouldn't I be exempt? If not, why have this in your T & C section? Also, Mr [redacted] misstates the "Term/ Cancellation Policy" in the document he provided. He says its a flat $250 fee, and that's incorrect. The section clearly states "If a cus[redacted]er chooses a term that requires a minimum term commitment..... the cus[redacted]er will pay a $250 early termination fee or the remaining portion of the contract, WHICHEVER IS LESS." Perhaps Mr [redacted] should read the documents he provides to the Revdex.com. Again it shouldn't matter, because I entered into a price guaranteed contract with T6, and just because Rise took them over, it in no way allows them to rewrite the agreement. Rise can't be allowed to collect a $250 termination fee for a contract they so clearly violated. I see a class action lawsuit in Rise's future, and expect to see my name at the top of the list.

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 service and we hope to provide a satisfactory response to your inquiry.   Rise Broadband is, as has been...

previously disclosed, an “up to” speed service, which means that we cannot guarantee our full speeds to our customers, though we do try to get as close as possible. After speaking with our Tier 3 Technical Support team as well as the Area Network Supervisor, as of August 3, 2017 there is a known issue with the tower from which service is being received from. This is causing slower speeds and higher latency during peak hours of usage and we are currently working to resolve the issue, however there is not an estimated timeframe in which these issues will be resolved. We have noted several towers that we may potentially be able to reload the signal to in an effort to provide a more stable service. We recommend contacting our Technical Support Department at [redacted] to schedule a tower reload at the next earliest convenience.   Our records indicate that we have been contacted only a few times over the last year about service issues, and we apologize for any inconvenience caused by these. If there are ongoing issues, we would encourage you to keep in contact with our Technical Support team so that we are aware the issues have not been corrected and can continue to work to improve the quality of the service. In light of this, we have provided a Temporary Service Discount to the account, which will provide a $10 discount for 3 months on the account.   Rise Broadband also offers special promotions each month for our customers, both new and existing. We recommend speaking with our Sales or Customer Solutions teams to see if we can offer anything that may be of interest to help lower the monthly statement amount of the service.   We sincerely hope this information provides clarification regarding your concerns. Thank you for being a valued Rise Broadband customer.    [redacted]

Dear [redacted],  Thank you for your Revdex.com inquiry regarding your concern for a deposit refund. We apologize for the experience.  We have had the opportunity to investigate your concern regarding the deposit with a previous internet provider in 2007. We have reviewed your documentation...

that you have provided to us. Thank you for providing the documentation. The documentation is a general service agreement, not a contract.  We need to have a copy of a paid receipt with description for the paid amount. Unfortunately at this time, we are not able to provide a refund. We look forward to receiving the documentation.  Kind Regards,  [redacted], Escalation Specialist Rise Broadband