Rise Broadband

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]

Complaint: [redacted]
I am rejecting this response because:I “verbally” signed up to a contract over the phone that was a fixed price for two years that included “taxes and fees”, and I have the recorded phone call to prove that what I am saying is correct.  This will be turned over to the Colorado Attorney General’s Office if you do not honor your contract, including your statement that “This is the first time we have increased our prices…”, as you are now admitting that you increased the price of your service instead of just adding a “fee”.  So when is the next “fee” increase???  Why will you not honor the contract that you agreed to when I signed up?
Sincerely,
[redacted]

Good Afternoon [redacted], ...

                                        ...⇄  September 13, 2017  We would like to thank you for the opportunity to address your concerns. Which were submitted to us through the Revdex.com (Revdex.com). After having had the opportunity to thoroughly review the account, we would like to share the following:  After reviewing the documentation associated with this account, it is noted that at the time the speed issues experienced were occurring the tower we had the services pointed to was being affected by a possible interference issue that our Network Engineers were working through. Rise Broadband certainly understands that these issues affecting the tower were beyond your control. We are in agreement that Rise Broadband will remove the $250.00 early termination fee that was applied to the account. We regret losing you as a customer, however we also understand the need for reliable services. Additionally, the early termination fee will be removed from the account today leaving the account with a zero-dollar remaining balance.   We sincerely apologize for any miscommunication, or inconvenience this may have caused. Thank you for having been a valued Rise Broadband customer. Kind regards,   [redacted] 
[redacted]
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Dear [redacted],                                  �...⇄ August 3, 2017   Thank you for submitting your additional concerns to Rise Broadband through the Revdex.com. We sincerely appreciate the opportunity to further address your inquiry.     We have confirmed with our Area Network Supervisor that we have installed a new tower in the area. Our Area Network Supervisor has confirmed that reloading the present connection to the new tower appears promising, and will afford higher speed options and greater stability. As we discussed today, we have a field technician set to come out to the service address tomorrow, August 4, 2017: in an effort to reload the connection.  We are confident that reloading the connection to the new tower will help to alleviate these issues moving forward.   We sincerely hope that this information helps to provide further clarification in regard to your concerns.  Again we sincerely apologize for this inconvenience. Thank you for being a valued Rise Broadband customer. Thank you, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear Ms. [redacted],  We at Rise Broadband want to thank you for your email to our office with your thoughts and concerns regarding your recent experiences with our customer service.    We would like to address your concerns individually.   We have responded to FCC...

complaint [redacted] in a timely manner as documented and closed by the FCC. This is part of Rise Broadband full transparency as being in compliance with the Federal regulations.  We have reviewed the reported service concerns that have been shared. Each has been thoroughly investigated and resolved. This was for both individually reported and system reported. Our system is performing as expected. As a consideration, a credit of $28.64 have been applied to the account.   Our service contracts are offered with up to speeds. Our terms and conditions under performance levels have the specifics regarding speed levels. You are most welcome to view by accessing our website at Risebroadband.com.    We are most sorry to see you leave as a customer. The order for equipment pickup has been scheduled for 4/26/2016 which is our earliest possible date. We do wish you well.    Kind Regards,  [redacted], Escalations Representative.  Rise Broadband

Dear...

[redacted],                                  �...⇄ July 12, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We have reviewed your account and are aware that you have been experiencing ongoing service issues. We have provided a discount on your account of $10 off for the next three months. We noted that there has been a recent issue on the network within your area. Please be assured that our field technicians are working to address this issue, and to stabilize the network. Our network team has run a recent analysis and will be continuing to monitor the access point and tower. The case number in regard to this issue is [redacted]. In addition to the network issue, we have noted that there may be an alignment problem with your radio. We would like to dispatch a technician out to your home to ensure that the radio antennae is properly stabilized. Please contact us at [redacted] to move forward with the scheduling of your service call. 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

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]

Dear [redacted],  We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for providing us with the opportunity to address the issues concerning the domain(s) and we hope to provide a satisfactory response to your inquiry.   We sincerely...

apologize for any inconvenience experienced with attempting to transfer the Domain(s) to another provider. Rise Broadband takes customer service very seriously and we are sorry to hear that the customer experience was less than exceptional.   Our records indicate that we attempted to contact you about the domain name [redacted] expiring on 01/13/2017. We attempted to reach out by phone but were unable to reach you and so sent an email to the email address on file for our website, [redacted]. This email indicated that the domain name would expire in 5 days and if we were not contacted then the domain would become unusable. On 01/17/2017 we were contacted and you requested to transfer the domain name away. We advised to send an email request to [redacted].   Rise Broadband’s Technical Support Team was next contacted on 5/18/2017 with a request for assistance with transferring the service to a different provider. We provided a transfer code for [redacted], and a request to cancel the domain for [redacted] was made. The domain was set to expire 6/5/2017 and so we allowed the domain to expire rather than renewing the domain name.   After thoroughly researching the account, we have retroactively refunded the cost of the domain names back to January when the request to transfer the domain was first made. The charge for the domain name is $1.50 per domain per month, and the full month of August was credited back to the account, including the domain charges. We have applied a credit to the account in the amount of $21.00, which would be 7 months of credit for the domain charges.   The credit should post to your Rise Broadband account within the next one to two business days. Once the credit has posted, the refund process will start. We will mail the refund to the mailing address on file, [redacted] and the typical timeframe for the refund to be received is 4 to 6 weeks.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having been a Rise Broadband customer, and we wish you the best in the future.    [redacted]

[redacted]We apologize for the delay. I have just checked the account and everything is in place for you to receive that check. All that needs to happen is for it to be cleared and then sent.  Thank you for your patients, and I will keep track of this to ensure you get your refund. [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.
Sincerely,
[redacted]

Dear Mr. [redacted],

I am responding to your concern regarding cancelling your service. Online cancelling of service is not available. We have communicated the information to you on 11/2/15 via email. You will need to call our office to cancel your service and arrange for equipment pick up....

Please call 1-844-411-7473. Our representative will be most happy to cancel your service and arrange equipment pick up.

Kind Regards,

Rise Broadband

Initial Business Response /* (1000, 8, 2015/10/01) */
Date 10/1/2015
Dear [redacted] L [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. As for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services. I sincerely apologize for your inconveniences and would gladly assist you receiving another month of free service, I would also like to reduce your monthly recurring charge going forward until we can properly 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 High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Final Consumer Response /* (3000, 2, 2015/07/08) */
7/8/2015 I want a refund for the month of service that I did not receive. I am angry for being sold a service that is falsified.

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding the outage, and we would like to share the following;   Rise Broadband apologizes for the inconvenience of the outage that was caused by our technician when he was replacing the cabling....

It is our continuous objective to provide an efficient and positive customer service experience on each and every interaction, and we sincerely regret that this has not been consistent with your experience.   Our records indicate we were contacted on 12/15/2017 with a request for a service call to replace the cabling outside the house. At the time, it was reported to our Technical Support team that the service was out and slow speed issues had been a problem as well. We rebooted the equipment and service was restored. A request to have a technician come out and replace cabling was made during this conversation. When the speeds were tested that morning, the down load speeds were 18.6mbps, upload speeds tested at 9.0mbps, and the current service package being provided is an up to Residential 20mbps. We agreed to send out a technician free of charge to check the cables, as it had been some time since a technician was last at the service location.   The Technician went out later that same day, and replaced the cabling. Unfortunately, the cable that was used to replace the old cabling was bad, even though the cabling itself was new, causing the loss of service. Rise Broadband prides itself on our technician’s work, and are very sorry to hear that the Technician left the premise prior to ensuring that the service was up and running. When we were contacted later that day on 12/15/2017, we offered to send out a technician, however we were unable to guarantee that we would be able to get a technician out by the end of the next day so the service call was declined.   We were contacted on 12/17/2017 and a Service Call was set up for 12/20/2017 between 8AM and 12PM. On 12/19/2017 we were contacted again with a request to speak with a supervisor to expedite the Service Call. The Supervisor explained that it was past 3 PM and we did not have any technicians available to come out to the service location that same afternoon. A technician arrived on 12/20/2017 and was able to restore service that morning.   Rise Broadband also apologizes for the delay in our technician’s availability, though we make every effort to get out to our customer’s as quickly as possible when a service issue occurs. The current service package being provided is a up to Residential 20mpbs service, which is not designed for business purposes. When speaking with the Supervisor, he explained both business and enterprise services that we offer, which have a quicker response time then our residential services as they pay for expedited services and also include unlimited data. If a significant amount of money was lost due to the internet outage, we recommend considering upgrading to a service that is better equipped to handle business services.   In light of the outage caused by our technician, we credited $39.95 to the account, equivalent to one month of service. Applicable taxes and fees will be automatically adjusted for, and this credit will post to the Rise Broadband account within one to two business days.   Thank you very much for your time and patience in this matter, and for being a valued Rise Broadband customer,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

May 11, 2016 Dear Ms. [redacted] We had our Contract Administration team take a deeper look at this situation. They are unable to find any contract associated with [redacted] or account number 81375[redacted]67. If you have any such documentation, we would be happy to look at that. Our original response was in no way a sales pitch, just information that if you wanted to reinstate service, Contract Admins would be the team to talk to, as this is their area of expertise. Our decision remains unchanged; we will not be refunding any money. If you have any contract, agreements or documents to support your argument, again, we will reconsider. However, it has been determined the contract that we agreed to when we acquired [redacted] Online was only effective until July, 2015. Thank you again for contacting us regarding this important matter. Please reach out to us again if you find any contracts or agreements.

Dear Mr. [redacted],  We are sorry to hear that you have rejected our response. We have further looked at your issue. I would like to share the following.  Our online statements have the same information regarding 2 year contract no matter the location. The information is available for our customers to view.  Verbal contracts are common in our industry as other firms have a similar practices.   I hope the information clarifies any concerns you have. Again, unfortunately we are unable to waive the fee for early termination. We are most sorry to lose you as a customer. We do wish you well.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband

[redacted]Thank you for bringing this issue to the attention of Rise Broadband. We have been investigating and trying to isolate where the break down is. We do recognize that you are experiencing slowness with your speeds and that this is a great source of frustration for you. Please know that we...

have contacted the infrastructure team and the reason this  Revdex.com concern has not been responded to sooner is because we are waiting for information from them. We would like to get you loaded onto a tower that is less congested, and they are currently working towards that goal. I will be in contact with you next week at which point we can go over what options the infrastructure team has come up with. In addition to trying to resolve these issues we fully intend to apply credit to your account for the significant slow speeds you are experiencing. Please accept our sincere apologies for these issue and know that we are taking them seriously. I hope to have more solid answers for you by the middle of next week. I will call you and let you know what an estimated time for resolution will be. Again, thank you for contacting us and allowing us this time to resolve your service issues.[redacted], Rise BroadbandEscalation Specialist

Complaint: [redacted]
I am rejecting this response because:This was the first positive action with real potential to resolve this ongoing issue. The timing of the "new tower" seems suspicious (it was never offered until I made this complaint to the Revdex.com) - but in any event the technician did come out and move us to the new tower. That was great for an entire 2 hours. After that the connection dropped completely. We went from slow internet to faster internet for 2 hours to absolutely no internet. I called the support line and got the usual frustrating response....they wanted to know if it was still plugged in (of course it was plugged in - do you really think I'd unplug it, be surprised it stopped working and then call for support??). I am pretty sure the new box on the roof is defective - the light on the power supply went out and only comes back on if you unplug the RJ45 leading to the box - as soon as you plug it back in the light goes back out. I told them that on the phone as soon as they answered but they still wanted to keep trying to log into it remotely and reboot everything - none of which is going to work if the box is bad. Unfortunately the next time I can take time off work to meet a technician is next Friday (which means an entire week with no connection). I asked if someone could come change out the outside box even if no one was home but they refused.The one bright spot in all of this was the technician who came to the house. His name is [redacted] (#[redacted]) and I have dealt with him many times through this almost year long ordeal.  He is the one person with Rise Broadband that has consistently been honest and done exactly what he said he would do when he said he would. He is thorough, does things right the first time (unlike many other techs that have come out) and acts with integrity. This is a person who cares about customers understands how to set and manage expectations. While almost all of my experience with Rise Broadband had been decidedly negative it would not be fair miss pointing out this one positive thing - you guys have at least one person working for you that represents the organization extremely well.
Sincerely,
[redacted]

Dear [redacted],  Thank you for bringing your further concerns to us through the Revdex.com. We would like to elaborate further on our communication process for PC Care. While we certainly apologize for any inconvenience this has caused you, Rise Broadband introduced our PC Care Support service to our customer base in response to a high volume of requests that we provide such a service. As we are a service provider to many rural and remote areas, many customers may not have access to a computer technology specialist within their local vicinity.   Rise Broadband reached out to our customer base to educate and provide information regarding our PC Care Support plan in advance via several different communication methods. At this time, the plan has been removed, and you will not see any further charges associated.     While we understand that the plan is not for everyone, Rise Broadband sought to inform all of our customers of the account changes that would be enacted via email and postal mail. The free trial was provided to allow customers to utilize the service and make the determination regarding their own accounts on an individual, case by case basis.  Due to the structure of our billing system, it was necessary to create our free trial for PC Care Support on an opt-out basis. Again, we sincerely apologize for any inconvenience this has caused you. However, we at Rise Broadband stand by our decision to provide our PC Care Support option to our customer base. 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

Complaint: [redacted]
I am rejecting this response because: They never did notify me of the original increase and if they would check with the [redacted] ,Tx. PO  they would tell them I am not in the city limits. LI live 4 miles out of town.
Sincerely,
[redacted]

Complaint: 11081019
I am rejecting this response because: I agreed to service through skybeam, and their was not an early termination fee. I have attached a copy of the terms and conditions as they were back in june of 2015, which was after starting with skyvbeam and my 15mb service I was supposed to receive. they were then acquired by Rise Broadband and made changes. While you may think you can change terms to a contract, their are limitations to changes. otherwise companies would just charge customers what ever they want and make rediculous changes to terms and conditions. again, I did not agree to a contract, you do not have any signature or agreement. I also do not agree to a termination policy and fee that I did not originally agree to.
Sincerely,
[redacted]