Rise Broadband

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]

Dear [redacted] Thank you for contacting us through the Revdex.com. We are pleased to provide clarification to the issues raised in this complaint. After reviewing the account, we can share the following with you; An email was sent on January 8, 2017 stating: My name is Alejandro,...

I am the representative that worked with Ryan, the supervisor you spoke with, in regards to the promo plan you are on. Today we offered you a 2 year agreement plan for up to 100 MB speeds with a data cap for 500 GB. The early termination fee is $240. Every month that you stay in the 2 year agreement we will take $10 off the ETF, so if you decided to cancel the service a year into the service the ETF will be $120. Also, we can waive an ETF only in the case that we are no longer able to service the home or if you move and we cannot move the service to the new home. If you upgrade or downgrade in the future, there is no penalty for doing so. If you have any other questions about the agreement plan, please, feel free to ask me. Have a great night!     -Alejandro As such, it does appear that Rise Broadband has offered the package that you are seeking. One of our Sales or Customer Care Specialists can make these changes at any time by calling 844-411-7473. In regard to the PC Care Support that was on the account, this is a service that Rise Broadband initiated to help our customers, which many have found to be very helpful. While we recognize that PC Care is not for all customers, we also see that the account was credited for 3 months of this service. A credit was applied to the account on October 25, 2016 in the amount of $24.64. Today we have credited the remaining balance for all PC Care charges, in the amount of $88.85 We hope that if you opt to try our high limit package, this will meet your internet needs. If you do, we would treat that as a new 2-year agreement, as outlined above. Unfortunately, we would not be able to waive the Early Termination Fee. Thank you for taking the time to contact in this venue, and thank you for being a valued Rise Broadband customer. Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Mr. [redacted], We appreciate the time you have taken to bring forward your concerns regarding your former service with Rise Broadband. We also appreciate you for your time to visit and discuss your concerns over the phone. We have performed further research regarding your account with reviewing the history of your service tickets in conjunction with reported service concerns.  We are pleased to share that Rise Broadband will refund the early termination fee (ETF) through a credit to your account.   Again, we would like to thank you for your business as a former Rise Broadband customer. We wish you well and extend our upmost respect and gratitude for your military service.    Kind Regards,    [redacted], Escalations Specialist 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

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

Dear [redacted],  We are sorry that you have rejected our explanation regarding losing your unlimited data with the recent change. Again, we sincerely apologize for any inconvenience this has caused. We have had the opportunity to further investigate your concerns.We noted that you phoned in on August 9, 2016, requesting an upgrade to the 20mbps plan. Our field technician was able to relocate your signal to our upgraded tower, which supports the 20mbps plan. Unfortunately, once a plan is changed within our system, we do not have a means of reverting to the previous plan.   At this time, Rise Broadband does not offer unlimited data on our residential packages. Unfortunately, we are not able to restore your account to the previous plan, as you had requested.  The only other option available is a small business plans. Our small business plans offer unlimited data. You previously had a small business plan. The plan is available to you if you like to call our Customer Service at [redacted].  We verified that your current service plan is $59.95 per month. We did note that you currently have a credit in the amount of $94.71 as a result of credits that have been applied. No other changes have been made to the account.  We sincerely hope our follow up response addresses your concerns. We thank you for being a Rise Broadband customer.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband

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]

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]

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],  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

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

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]                                   ...⇄ 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.

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]

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.

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]

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], 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]

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 [redacted],   I appreciate you taking the time to speak with me on the phone last week. As I had mentioned at that time, I was investigating the issue in an effort to provide clarification on your concern** We are charged with gathering information and responding to the Revdex.com. Our response was sent to you via the Revdex.com: rather than via phone, as that is our job responsibility.   At Rise Broadband, we are committed to constantly improving the customer experience. As we continue to invest in service improvements, there is a need to adjust prices due to increased business cost**   In our continuing efforts to maintain and improve your Internet experience, Rise Broadband instituted a company-wide increase that is necessary to keep up with industry standard** It has become increasingly costly to support and troubleshoot customer issue** Growing internet usage puts a demand on our equipment, network and internal resource**     The Carrier Recovery Fee helps cover costs associated with building and maintaining Rise Broadband’s Internet Network. This is a standard fee that is charged company-wide. The Equipment Rental fee includes support and replacement of any faulty Rise equipment inside and outside of the home.   To ensure our customers receive the highest level of service, we are expanding the support of Rise Broadband equipment both inside and outside your home. This includes replacing equipment, upgrading equipment, and service calls due to failed equipment.   In September, we updated our Website and Customer Information section on your monthly statement, informing all customers of the change** You are able to view that notification by visiting your account on the billing portal.    As previously stated, thecontractedprice remains the same. The service costs $28.45 per month now, just as it did when your service was initiated. That price has not changed, nor will it. The total amount the bill has increased is $3.53. We are unable to modify this price, as the account is presently reflecting a   substantial discount of $21.50 per month from our current standard package.   While we certainly apologize for any possible miscommunication when the contract was agreed upon, all of our terms and conditions are available online for public viewing at all time** Please note the following section, which has been included in our online terms and conditions, which we hope will help to further address your concern**     Other Fees –  All RISE Services are subject to additional fees, including, but not limited to an unreturned Equipment fee, an early termination fee, Directory Assistance (411) calls, and late fees, as set forth in the Additional Fees and Payment Terms Disclosure Statement as it may be updated from time to time and which is available at[redacted].         Additional Fee Disclosures Statement   Unless otherwise stated in a specific promotional offer detail, all Rise Broadband residential Internet service orders are subject to a standard installation fee of $149 and equipment rental fee of $10.00 per month. In addition to any applicable taxes, each order will be assessed a monthly recurring carrier cost recovery fee of $3.12 per month. Two-year service contracts may be subject to a $250 Early Termination Fee and one-year service contracts may be subject to a $125 Early Termination Fee. Effective date: 9/18/16   We are an internet provider, not a department store, and as such, we would be unable to comment on the analogy used in your rebuttal to the Revdex.com. Executive Services, like you, are not lawyers and so we are unable to address the legalities raised in the previous communication.   Due to the aforementioned reasons, if you should elect to cancel the account, the Early Termination Fee would be applied. We sincerely regret that we are not able to offer you the resolution you are seeking, but per company policy, and due to Rise Broadband maintaining the contracted price of service at $28.45 per month, we are confident that we are meeting our contractual agreement.   Thank you, [redacted] Executive Services Representative Phone: [redacted] www.risebroadband.com