Rise Broadband

[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

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 [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regards to servicing your residence. We sincerely apologize for any miscommunication that may have occurred. As Rise Broadband is a line of sight provider, we can never guarantee...

service until a technician comes out to do the installation. While it may seem feasible based on the information we can see in our systems and programs, ultimately it is up to the technician to determine what services we can provide to a specific location.  We do offer faster speeds in your area, but based on what the technician determined when he attempted to install service, the best we could offer was a 5MB plan. After reviewing the notes in the account, it is indicated that the 5MB plan was declined. Rise Broadband is always expanding and growing our networks and infrastructure and working to expand to a larger customer base. While we do not have any specific information on planned upgrades at your particular location, we hope to be able to provide faster service to all of our customer base in the coming months and years. Thank you very much for your interest in service with Rise Broadband. Again, we sincerely apologize that we are currently unable to meet your internet needs. Thank you, [redacted], Executive Services, 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 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 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

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]

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],                                                         ...⇄ 12, 2017 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to further address your concerns.   A credit in the amount of $39.95 was applied to the account on July 11, 2017. Due to our billing structure, this will not be visible until the following billing cycle. Again, we would like to stress the need for a service call. Please call us at [redacted] and ask that a service call be set up as soon as possible. Thank you for the opportunity to further address these issues. And thank you for being a Rise Broadband customer.   [redacted]

Dear [redacted],   We appreciate you bringing your additional concerns to our attention through the Revdex.com. Thank you for the opportunity to address the issue concerning the slow upload speeds and we hope to provide more information for your inquiry.   As much as we appreciate sending us the speeds tests for review, it does not help with resolving the slow upload speeds as it does not provide us with the information needed to correctly diagnose the issue.   In order for us to provide technical assistance, someone will need to contact our technical support team while at the service location so that we may properly troubleshoot the equipment. Until this happens, there is nothing on our end we can do to assist with the current issues. We would sincerely like to assist and correct your service issues, however we will need your cooperation in order to do so effectively.   We sincerely hope this information provides clarification regarding your concerns. Thank you for being a Rise Broadband customer, and for your time and assistance in this matter.    [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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

Dear [redacted], We would like to thank you for allowing us the opportunity to address your concerns via the Revdex.com. After having had the opportunity to review the account we would like to share the following: While we certainly understand the inconvenience that Rise Broadband...

does not pro-rate the bill if services are cancelled before the end of the services paid for are fully rendered, it remains our policy. Rise Broadband is a bill ahead service, for better clarification of this policy please see below from our terms and conditions that can be found at our website: www.risebroadband.com “USER may terminate the Service at any time upon notice to RISE. Termination is effective on the date you contact RISE to cancel the Service or as of a future date designated by USER or RISE, provided RISE can support such future date. HOWEVER, PAID CHARGES ARE NOT SUBJECT TO REFUND SO IF USER CANCELS SERVICE BEFORE THE END OF A BILLING CYCLE, THERE WILL BE NO PRO-RATED REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH PERIODS REMAINING AFTER THE TERMINATION DATE. ADDITIONALLY, IF USER AGREED TO A SERVICE PLAN THAT REQUIRES A MINIMUM TERM COMMITMENT (“SERVICE TERM”), AND SERVICE IS TERMINATED PRIOR TO THE END OF THE SERVICE TERM, USER WILL BE SUBJECT TO AN EARLY TERMINATION FEE as set forth in the Additional Fee Statement (as defined herein).” We are sincerely sorry if the speeds experienced while utilizing our services were not optimal. However, based upon the documentation noted in our system the last noted call into Technical Support was on 06/05/2017. Additionally, we had no reported tower outages that could have been affecting the connection from our tower within the last 6 months. Unless we receive notification from our customers that the connection is experiencing issues of any kind, and there was no tower outage, its reasonable for Rise Broadband to assume that the connection is performing optimally. It is our continuous objective to provide an efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to cancel the account. In light of these concerns we have applied a credit to the account equivalent to one month of services (not including taxes and fees) for a total credit in the amount of $50.00 leaving a n unpaid balance of $200.00. Please feel free to contact our Customer Care at [redacted] for assistance in making payment arrangements. We sincerely hope that this email provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customer. Kind Regards, [redacted] Y. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because: There is nothing attached. You said you were attaching the contract that we signed, but you did NOT attach it. If you have a contract, please attach it for me to see.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/11/04) */
Date 11/4/15
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.
I have reviewed your account and have waived the $250 early termination fee.
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 /* (2000, 11, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted], While we understand that having an intermittent connection can be frustrating, unfortunately, that would not be grounds to have the contract be void. We will always credit accounts in the event of downtime. We also show that there was a pole on the property partially obstructing line of sight, causing some degradation in the connection. Our field technician suggested during a service call on 8/11, during which the equipment was realigned, that if any issues persisted, the pole be moved to clear the obstruction. We apologize for any inconvenience. Unfortunately, per the agreement, the $250 early termination fee is valid and we will be unable to waive it. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

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]

Complaint: [redacted]
I am rejecting this response because:Yes you did reply to the email (the 2nd one I sent) and I was contacted in the morning via voice, during the day via email and during the late afternoon via voice. The T2 tech I spoke with in the morning and in the evening both agreed that the speeds I'm seeing are not acceptable. I was under the impression that someone would phone me back at 8pm Mountain last night when the speeds were almost assuredly bad (they were). No one phoned me at 8pm, maybe I mis-understood. The situation is not resolved, but I appreciate the effort you're putting in to it. I will respond to the [redacted] email that I expect someone to phone this evening.
Sincerely,
[redacted]