Rise Broadband

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]It's your equipment so you can change out any of it you deem necessary.  I will say I have no confidence in this repair, but as I've told everybody I've talked to at Rise, my only desire is to get reliable internet service at a reasonable speed.

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding a credit adjustment for service issues, and we would like to share the following;   Rise Broadband’s records show that we sent out a tech on 08/29/2017 to reload the service to a...

different tower. This was completed the same day, and was done to even out customers on our towers to ensure congestion did not start affecting the network, however this was a preemptive measure and there were no known network issues during this time, and no network issues have been noted since.   The first time our technical support team was contacted and made aware of any issues with the service was on 12/18/2017, when slow speeds were being experienced. Rise Broadband, like other Internet Service Providers, is unable to monitor each and every connection to our service. It is very important to contact the technical support team when service issues occur, as we may not be aware of the issue if it is not affecting the network or tower themselves.   After speaking with the technician who went out to the residence on 12/21/2017, he did advise that we had several new Fixed Wireless Internet Service Providers had started up in the area and were using the frequencies to provide service. In an effort to prevent interference issues with our services, we upgraded the equipment on the tower and reloaded customers to the upgraded equipment. After the service was reloaded, we were not contacted at any point until 12/18/2017.   The service area was deemed unserviceable as we can no longer improve the quality of service at the service location, and potential service issues can occur due to Line of Sight and distance to the tower. We are no longer able to get a strong, steady signal from the tower to the service location due to line of sight issues, as confirmed by the technicians we sent out. This does not mean that service was unusable, only that we are not able to improve the service quality above what was currently being provided.   We show that data usage from the last few months has been high as well. We have listed recent service cycle and data usage below;  08/04/2017-09/03/2017 used 386GB of data. 09/04/2017-10/03/2017 used 343 GB of data. 10/04/2017-11/03/2017 used 504 GB of data. 11/04/2017-12/04/2017 used 572GB of data. 12/04/2017-12/21/2018 used 329GB of data. The last service cycle was a partial service cycle due to the cancelation of service. The data allowance for the service is 350GB of data per month, and usage indicates that the service being provided was not severely impacted by service issues.   We sincerely apologize for any misinformation that may have been provided when speaking with any member of our staff. It is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience. When requested to speak with a Supervisor, our agents should always be advising that the call back will happen with in one to two days (up to 48 hours).   We are very sorry that we no longer will be able to provide reliable service, however Rise Broadband is not responsible for installation of another service provider. The following is an excerpt from our Terms and Conditions of Service; “Service Availability – The Service is subject to availability as it is contingent on available RISE facilities and unique signal path conditions between such facilities and the USER premises. Due to the nature of the Service technology, RISE reserves the right to deem the Service unavailable to the USER up to, including, and after the installation. RISE assumes no liability whatsoever for any claims, damages, losses or expenses arising out of or otherwise relating to the unavailability of the Service in USER’s geographical area, for any reason, even where such unavailability occurs after installation of the Service.”   In light of the potential service issues, we have agreed to credit the remaining balance on the account, a total of $49.56. This credit will post within the next one to two business days to the Rise Broadband account ending in [redacted].   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] www.risebroadband.com

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding the final balance after cancelation, and we would like to share the following;   After fully reviewing the account, Rise Broadband’s records show that when the service was...

signed up for and install, the service was for our “Res 2YR 20MB PROMO”, which was $59.95 per month plus taxes and fees, with the installation fee being waived for signing up with a two-year contract. The data allowance for the service on the two year contract is 350 GB per month. We send an email after the service is requested, identifying the services that will be installed and this includes the amount of the first payment, as we are a prebilling service provider.   Rise Broadband keeps statements on our website and internally for 6 months at a time, and since the start of the service was prior to 6 months ago, we cannot provide a statement for the original installation. However, our internal records are intact, and do show that the original service that was signed up for and agreed to was the service we were providing, prior to the cancelation of the services. There have been no changes to the service itself, from the start of the installation on 12/02/2017 to when it was canceled on 11/30/2017.   Additionally, we show that the data alerts were sent to the email on file for our website, [redacted], were sent 3 times in the month of august, warning of high data usage and that we provide a free month for the first overage, but it did not exceed the 350 GB data allowance. We also sent 6 warning for the September statement cycle, the first two warning of high usage and the other advising that the free month would be used, and also how much the data overage would cost if it wasn’t free. 562 GB of data was the recorded amount of data for the September service cycle. The following service cycle shows 669 GB of data used, which was $112.00 in data overages.   As we have provided all services that were agreed to, the Early Termination Fee is valid.   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 apologize for the confusion and inconvenience caused to you and appreciate the feedback. Upon looking at your account we found the following:
The fee you have mentioned has been added to help maintain our equipment and needs within the company. This fee changes your...

monthly bill but the price of your 2 year contract has not gone up. It remains the same at $49.95. If you have any more questions regarding fees, you may go to our website. Down on the bottom, under information is a link called Broadband terms. This link will take you to our terms and conditions.
Again thank you for your feedback. We hope this helps clear up any confusion for you.

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

Dear [redacted],   Thank you for contacting Rise Broadband regarding the Early Termination Fee, and we would like to share the following;   While the most recent notated contact with our Technical Support team was on 08/24/2017, we do have record that we were contacted on 11/13/2017 and the contract end date was requested and provided at that time. However, since trouble shooting assistance was declined, there would have been no information to notate on our side by the Technical Support team. The trouble shooting process is not designed to frustrate our customers, it is to gather the needed data so we can look into the issue and resolve it. Without trouble shooting, it is not possible for us to identify what is causing the issue unless it is a tower issue. Simply contacting the Technical Support team, advising that you are receiving poor service and then refusing assistance does not allow us to help with identifying or resolving an issue.   There are no reported or known network or tower issues in your area, and have not been since August 7, 2017 when packet loss was detected on the tower. This issue was resolved the same day, and no additional issues have been detected since that time. Due to the listed reasons above, Rise Broadband stands by our decision that the Early Termination Fee is valid.   Thank you very much for your time and patience in this matter,   [redacted] R. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:Your offer is not acceptable to resolve this situation. The $23.30 credit referenced was provided due to the service being down and/or thoroughly unacceptable for two weeks in April/May; it had no bearing on the intentional over charge of my account for nine months. It's also convenient that you reference a "nearly 7 Mbps" speed in your reply, because that number is a true outlier. I must have ran 100+ speed tests between February and May and there was literally one time it showed that high. When it wasn't unacceptably low, between 0.10 and 2, it usually reached no higher than 4-4.5. Your argument is based on the assumption that was a typical speed, which is patently false. The timeline of my reporting should have no bearing on the fact that I was never received the speed for which I was charged. It is also convenient that you disregarded the portion of my complaint
that references the regular unreliability and common, unacceptable
periods of <1.0 Mbps. Furthermore, I would think your company would be more forthcoming with your actual speeds if you allowed your customers to also utilize the "up-to" philosophy, where the percentage of the bill paid was proportional to the average Mbps a customer receives. Maybe then you would actually strive to provide the highest quality and speed internet rather lying to customers, playing lip service, and putting out an significantly inferior product. I do not recall receiving a mailer regarding your bogus PC support package, but based on your company's practices, it seems like just another excuse to siphon more money from your customers, especially ones enrolled in automatic bill pay that may not notice the increase.My counter offer is a $90 refund, the actual amount your company over billed me during the nine months. I'll remove the request for interest as a courtesy.
Sincerely,
[redacted]

Dear [redacted], Per your original complaint, the router was turned off at roughly 6 PM September 29th. Any data that had been used before the update at midnight, September 30th, would not have shown on the statement at that time. This would not mean that 35 GB of data had been used while the router was off, but had been used before that midnight cycle. Data is tracked specifically in relation to the outside equipment at your location. This means that any download or upload transmitted through that equipment, which may only be used by the service household, is tracked and applied to your account. Per our previous response, we suggest performing a virus scan on all equipment that is utilizing an internet connection as well as monitoring what devices are connected to the router. Our technical support representatives at [redacted] would also be more than happy to review additional ways to limit data usage. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns additional concerns regarding the slow speeds, and we would like to share the following;   Our decision to stop providing service was thoroughly explained in our last response, as we outlined the lengths that we have gone through, including sending out multiple technicians to check the equipment and extensive trouble shooting done. We have taken every step possible to improve service at the location, without success. The decision to terminate service did not take the Revdex.com complaint into consideration when it was made.   Rise Broadband did not offer to upgrade the service due to the ongoing service issues and slow speeds, as upgrading the service would likely have no impact on the slow speeds, and would require renewing the two-year contract for the promotion.  We do not wish to cause additional aggravations to our customers by offering a faster speed and a new contract, when the service being received is unable to reach the allotted speeds for the current package. Since the upgrade has already taken place, we will leave the current 50mbps speed package as is and will not charge the Early Termination Fee when the service is canceled.   We would also like to add that on 12/18/2017, a broadcast storm caused by the router being used at the residence caused the tower that is providing service to go down. We were forced to disable the service at the service location to restore service to the tower. We sent a Technician out the next day, who updated the firmware on a new wireless router. Speed tests run at that time showed a download of 9.8 MBPS and an upload of 1.9, far below service levels for a 50MBPS service. No issues were found with equipment and no anomalies were found in our network.   As stated in our Terms and Conditions of service; “….RISE reserves the right to unilaterally terminate or suspend an account at any time, without providing a reason. Further, RISE may terminate USER’s Service for any reason by providing written notice to USER at least thirty (30) days prior to the termination date. If USER’s Service is terminated by RISE for any reason, USER will remain fully liable and responsible to pay any fees that are still owed to RISE pursuant to this Agreement and for all costs RISE incurs to collect such amounts, including, without limitation, collection costs and attorney’s fees.” We have extended the 30-day notice to 60-days as a courtesy, so there is adequate time to find another provider.   Rise Broadband provided two months of credit to the account as a courtesy for the slow speeds experienced, and included a Temporary Service Discount as a lump sum, which lowers the statement balance by $10.00 per month for 3 months. After extensive testing of Rise Broadband’s network, towers and equipment no fault or anomaly was found.   We are greatly appreciative to you for having been a Rise Broadband customer, and thank you for your time and patience in this matter.   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to be disappointing, but I don't want to deal with your company any further. I lowered my requested service  to the lowest option as I was Not interested in paying for a service that was not being provided. I need 15mbps not 5mbps. You can't seem to provide 15mbps as advertised. I cancelled my services today. I will pay my termination fee and you can come get your equipment at any time. I am a very disappointed and I have a feeling that I am not your only customer with this complaint. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2015/10/26) */
Date 10/26/15
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.
We did go out and try to install service for you However, because of where the ridge line is and the trees we are unable to provide you with service. We are a point to point wireless service and if we are unable to get a good line of sight to our tower we will not be able to install service. We did talk to our tech and he cannot tell what trees to cut down, and you may have to put a 50' tower up and even then we still may not be able to get over the ridge line. We cannot be liable for telling customer what trees to cut down.
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, 17, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company made a decision without reviewing the entire complaint. A portion of the complaint was missing in error and submitted as a supplemental report after they posted their decision on 10/26/15. Please have them review the entire report before making an unqualified decision.
They formed their entire decision on an "assessment" from the technician in question, who is not giving truthful information. We do not believe we had an adequate assessment and question his skills as a technician. He claims he has documentation he was at my house to do an assessment, but the agency records show he was never there. We were never given proof of an assessment. There is no indication as to why he would not come out again or would have approached other methods to get service when other neighbors have been given increased attention and up to four assessments to get service.
They state they are trying to rectify the situation, but also stated there is nothing they can do. That is a contradiction.
They made no apology or attempt to rectify the fact we both missed four hours of work without pay due to their direction for us to stay home and wait for a technician when nobody was intending on coming in the first place.
They should have a more qualified and professional technician come to the house to adequately assess and document how services can be installed with or without cutting down trees. We deserve the same amount of service and attention others have been given. They are too quick to write us off, and have not come out to respond to our questions and ability to work with them. There are no other service providers who give the same type of service, and we feel this type of monopoly has caused them to discriminate against those they work with. It is clear they do not like us as customers and are not willing to help us because they do not like us.
Final Business Response /* (4000, 19, 2015/10/30) */
10/30/15
Darren [redacted],
Today we had the supervisor out to your location, he states that he walked the property with you along with walking the adjoining neighbor's property that currently has our service. He was able to point out how the terrain and trees on another adjoining property prevents you from getting our service to their location. He made a call to [redacted] while on site to see if they may be able to provide service to your location as you have a wide area that is open to the north of your property. He also gave you [redacted] information.
Thank you
[redacted]
Customer Care Supervisor
XXX-XXX-XXXX
Final Consumer Response /* (2000, 21, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for sending a qualified person out to our property. [redacted] was great and took the time to answer our questions.

Complaint: [redacted]
I am rejecting this response because:[redacted],You literally just wrote that you have the info I am requesting... I asked Rise for a list of the IP addresses and equipment list accessing my service. In your response, you admitted to HAVING THIS INFO. Please supply me with this list and I will consider this matter resolved...
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting us via the Revdex.com. We appreciate the opportunity to address this issue with you. It is Rise Broadband’s policy that we typically do not credit for slow speeds. The account reflects a small credit of $1.99 was given on September 19, 2017...

for the slow speeds you may have been experiencing at the time. It should also be noted that we fully recognize that there was an issue at the tower that we were aware of and that has now been corrected. As a measure of good will, we have placed a credit of $39.95 (equivalent to one month’s service charges) to the account. Our goal is to always provide the best internet experience possible, and we are sincerely sorry if this has not been your recent experience. We hope this resolves this issue for you. If slow speeds are experienced again, please call our technical support team at [redacted]. Thank you for your patience as we worked though the repairs at the tower, and thank you for being a valued Rise Broadband customer. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted] With due respect, under our terms and conditions it clearly states that Rise broadband has the ability to change service fees at any time upon notice to customer. These terms and conditions were agreed to when you verbally signed up for the contract over the phone.  We placed notice of the change on our website and on your bill a month in advanced. The price quoted to you over the phone was $49.95 which is the price of your 10Mb plan. That is the price that will not change. The fee that you are seeing of $2.27 was applied to all accounts in order to maintain and upgrade our services. This is the first time we have increased our prices in four years, but unfortunately we had to, as the cost of maintenance and upkeep increases. [redacted], Escalation Representative

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.  A full refund is important for service not requested. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The bottom line is that I was never informed of the 'terms' of the promo when I took delivery of the service or every time I called to inquire about it.  The fact that there was an admitted miscommunication is NOT my problem.  That is Rise Broadband's fault.  Additionally the fact that they did not document all of my phone calls and seem to be creating their own narrative of what happened is unacceptable.  I did NOT accept a early termination fee nor was I fine with any of the terms that Rise is saying I accepted.  Their last email is a complete fabrication of the truth.  I don't have any proof of my phone calls because they didn't provide me any.  The fact that they also didn't bill me or even attempt to contact me about this $246 charge until right now by sending this to collections should also be a red flag.  This company's history, their rating with it's customers and reputation on [redacted] and even the Revdex.com is a complete disaster.  They are truly predatory.  If my $246 is so important to them then maybe they should have taken care of me when I was a customer.  The fact still remains that I had a conversation where a rep waived that fee and canceled my service.  This took place on 8/22.  I'm tired of dealing with the company and would like to see this charge waived and my file removed from collections.
Sincerely,
[redacted]

Dear [redacted],  We sincerely appreciate you taking the time to bring your concerns to our attention, in regard to your account with Rise Broadband Internet Services. We sincerely apologize for your frustration and experience.  We have had the opportunity to investigate your concerns.  We...

would like to share our findings. A change was made to your account on 8/9/2016 when you called our contact center to inquire about upgrading from a 10MB to a 20MB plan. You had approved the change with upgrading to the new plan. However, our sales representative didn't communicate to you in advance regarding losing unlimited data prior to approving and initiating this change. As we have communicated previously, we acknowledged that the miscommunication was due to an error on the part of our representative.  We have removed unlimited data from all our residential accounts and unfortunately, we are not able to restore you to your previous plan.  We have researched all other options for similar plans with higher data limits including 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 have applied $59.95 equivalent to 1 month service credit to your account coupled with $10 credit each month for 3 months, in light of 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: The company is unwavering on any of their mistakes.  Including the fact that their own employ told me that I was not under a contract.  Now even if I decided to stay with them they will not give me the same plan that I had.  They say it is not available.  When it obviously is as my mother in law has it.  And any changes made to her plan take away the unlimited data.  I hope that others will see my issue with this company and others and will realize that they will not even attempt to work with their customers in anyway to resolve issues, unless it benefits them (Rise Broadband) in some way.  They supposedly have a recording of me agreeing to the contract but will not produce it.  They should have a recording of their employ  stating that I am not under contract, but will not produce it either.  I am now attempting to refer this to an attorney in regards to their poor business practices.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The last response from Rise, the woman is saying that I used 35Gb of data in one day! That is not possible. They keep recommending that I run scans for viruses. I have done that. Every Tuesday my computer runs a complete diagnostic on my computer. I have the most up to date software available.Here is the chat I had with Rise yesterday. Until last month, I averaged 131GB per month, I am now using almost times that much. Prior to last month, I left the router running 24/7. Since this mess started, I now shut the router off in the evening and do not use it on the weekends except to check email. According to statistics, I would need to watch hours of HD video or hours of regular video to use 200Gb. Since I do not stream any videos, I am not sure where Rise thinks this data is going
System
2:PM
Thank you for
contacting Rise BroadbandPlease do not type until an agent has responded,
Thank you
Agent
2:PM
Thank you for
contacting Rise Broadband, my name is [redacted], how can I help you today?
You
2:PM
[redacted], Can you provide
me with my data usage on a billing cycle since I have started my account with
you?
Agent
2:PM
This link will show your data usage
You
2:PM
I have that linkI am
interested in past months data usage
Agent
2:PM
How far back are you
interested in?
You
2:PM
Since January of this
year
Agent
2:PM
We do keep a few
months past on record, we will not have that information that far back
Agent
2:PM
I can give you what I
have here
Agent
2:PM
Just so I can pull up
the account, can I get your account number or primary telephone number please
You
2:PM
That would be great
[redacted]
Agent
2:PM
Thank youFor
security purposes, may I have your name, street address and email please
You
2:PM
[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]