Rise Broadband

Dear...

[redacted],                                  �...⇄ September 7, 2017   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your inquiry.   We have conducted a thorough investigation and would like to share the following: We have noted that a collective payment of $266.12 (which was submitted in three separate payments of $35.00, $35.00 and $196.12 respectively) was submitted through our online system on August 3, 2017. At that time, the bill had already cycled to cover for the next month’s payment. Upon application of the payment, our system credited it to the balance, bringing the account current through September 26, 2017. Unfortunately, as the bill had cycled and the payment was due at the time of payment submission, there is not a credit balance to be refunded.   We sincerely apologize for any misinformation or unprofessional behavior you may have encountered within the communications with our Customer Care Department. We have provided a one month service credit on the account, to exclude taxes and fees, totaling $52.00, in light of your concerns.   Thank you once again for bringing your concerns to our attention via the Revdex.com. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. Thank you, [redacted]

Mrs. [redacted], Thank you for taking the time to notify the Revdex.com of your concerns with Rise Broadband for further review.   I would like to apologize for the extended amount of time this issue is taking to be resolved. Due to the nature of the problem, it is not something that can be rectified...

quickly. I assure you, however, that we are fully aware of the situation and are working in our best efforts to come to a resolution. Currently we are awaiting budget approval to get the equipment to make the necessary adjustments on the tower. For your inconveniences, I have applied a $30 credit to your account which will be reflected on your next billing cycle.   Again, thank you for bringing this to our attention and for giving me the opportunity to address this issue for you. Your service with Rise Broadband is appreciated.   [redacted], Escalations Representative.

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 [redacted],   We appreciate you bringing your additional 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.   As was stated in our last response, there is currently a credit balance $26.17 that will be mailed back to you via check to the mailing address on file, [redacted]. This credit balance is due to Rise Broadband refunding an additional $21.00 to the account after services were canceled and prorated. The typical timeframe for the refund to be received is 4-6 weeks from when the refund request is made.   As there is no longer a balance owed on the account, if a collector contacts you about the amount owed, please feel free to advise them that the account has been settle with us. We have sent out notification as well, however it can sometimes take time for collectors to receive and update this in their systems. There will be no impact on your credit score due to this.   The Domain services were canceled with Rise Broadband as of 8/02/2017, when the request to cancel internet service was done.   The domain for [redacted] is available to be transferred to another hosting service. The release code is [redacted], with the first letter being a lowercase *.   We sincerely thank you for having been a Rise Broadband customer and we hope this information provides clarification regarding your concerns.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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]

Dear [redacted],   We appreciate you bringing your concerns to our attention through the Revdex.com. Thank you for the opportunity to address your issue and we hope to provide a satisfactory response to your inquiry.   We would like to express our sincerest apologies...

for any misinformation that may have been provided in regard to our services or our service contract. We have credited the account in the amount of $59.95, for one month of service. In addition to this credit, we have also credited back the last three late fees that were previously charged to the account as well, totaling $30.00 in credit. The total amount of credit provided is $89.95 and these credits posted to your Rise Broadband account on June 26, 2017.   The price of your service prior to your upgrade was a total of $59.95 for the Small Business 5x2 MBPS, and Equipment Rental Fee of $10.00, Carrier Recovery Fee of $3.12, State Sales Taxes of $0.29, Local Sales Tax of $0.30 and County Sales Tax of $0.07. This totals $73.73. Our Carrier Recovery Fee, which is charged to call customers receiving our internet service, has gone up to $3.92 (an increase of $0.80) on May 10, 2017 when Rise Broadband went through a companywide increase.   We are reflecting that the price of the previous package ($74.52) is the equivalent amount of the package you are currently on, which is a 25x4 MBPS. While in the contract with us your Internet Service price will not change, however taxes and fees are subject to change. Again, we sincerely apologize for any inconvenience that this situation may have caused you. We hope that this information helps to provide clarification in regard to your concerns.   Thank you for your time and patience while we have worked to resolve your problems. Thank you for being a valued Rise Broadband customer.   [redacted]

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

Dear...

[redacted],                                  �...⇄ July 25, 2017     Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We sincerely appreciate the opportunity to address your inquiry.     We have had the opportunity to review the account and would like to share the following: Our Network Engineering Team has confirmed an ongoing network issue within the area (please reference case [redacted]). Our Network Engineering Team are presently preparing to replace an area circuit. While we consider this a high priority, we do not yet have a specific time frame for completion as we are awaiting the completion of several other factors involved with installation of the circuit. We are confident that upon completion, the issues referenced will be resolved. We sincerely apologize for the inconvenience. In light of the concerns, we have placed a credit on the account of $ 45.95, which is the equivalent of one month of internet service. In addition, we have noted that a temporary service discount for $10.00 off per month, for a three month duration, was previously applied, for a collective total credit of $75.95.   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 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

[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

Dear [redacted]...

[redacted],                                  �...⇄     January 31, 2017   Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regard to the addition of the PC Care Support plan to your account.  We appreciate the opportunity to address your additional concerns and we apologize for any inconvenience this has caused you.   Rise Broadband introduced our PC Care Support service to our customer base in response to customer requests and that in many rural and remote areas, our customers may not have access to a computer technology specialist within their local vicinity.  We understand that the service is not for everyone.   Our records show that a refund in the amount of $20.89 was previously issued to you on January 26, 2016. The account has been refunded in full for any charges associated with PC Care.   Thank you again for bringing your concerns to our attention.  We sincerely hope that we have resolved your concerns.  Please feel free to contact me directly if you have any questions or comments.   [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]

Initial Business Response /* (1000, 7, 2015/10/07) */
Date 10/7/15
Dear [redacted] R [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 have tried to reach out to you. We left a couple voice mails for you to give us a call back so that we can confirm if your issues have been resolved. If you are still having issues please contact technical support.
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

Dear [redacted] We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com; regarding your account with Rise Broadband.   After a detailed analysis of the account, we would like to share the following: In October 2016, when the...

account was upgraded to the “Residential 10MB-2 Year” plan, this was for a promotional rate of $49.95 per month, plus fees (a $20 discount). This remains the price until October 2017. The increase you may be referring to is in the Carrier Recover Fee. This has recently gone up from $3.12 and is now $3.92, an increase of $.80. This fee is applied to every Rise Broadband account and cannot be removed or adjusted. There are no taxes associated with this account. More information can be found at www.risebroadband.com regarding the Carrier Recovery Fee as well as the terms and conditions of our contracts.   Reviewing the complaint that was filed with the Revdex.com in March, 2017, (complaint # [redacted]) please note that at that time the account was credited $119.85 and a late fee of $10 was waived.  We are unable to make further credits to the account.     Thank you for submitting your further questions to us, and thank you for having being a Rise Broadband customer.   Thank you, [redacted]

[redacted] I dug a little deeper into the issues that are causing these issues for you. So, it is accurate to say that your tower has been up for 90 days. But the antenna at your residence may be the culprit. It may need to be reset, which is a very easy fix. I would ask you to please call us at [redacted] and our tech folks can walk you through this process. This is just one thing I have observed after looking at this briefly.  They may be able to identify other ways to resolve this as well. Again, please call us and let’s get you back up and running. Please accept our apologies for this inconvenience and thank you again for being a Rise Broadband customer. I really want to get this resolved for you as soon as possible. [redacted] Escalations Representative

Dear [redacted] Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We sincerely appreciate your feedback and for allowing us the opportunity to address your concerns.  Our records indicate that a call was placed by you to Rise Broadband and that...

you spoke with a representative on April 1, 2017. After reviewing that call, the representative informed you that we are a same day cancellation business, and that you would need to call back on April 24th if that was the day you elected to close the account. The recording captures our representative, multiple times, on when to call in to close the account. It was indicated on the call that you needed to vacate the home on the 24th of April and the representative repeatedly said to call on that day to cancel services.  Following the initial conversation, there is no documentation to indicate that any attempt was made prior to May 15th to close the account. At that time, we credited the account in the amount of $82.89, for prorated amounts that had been paid in advance. This left the current balance of $44.65. We apologize for the inconvenience, but as noted in the call on April 1st, clear and complete information was provided. Our agent clearly advised that it would be necessary for you to call back on the date you were wanting the service cancelled. For this reason, we are unable to back date the closure, nor extend any credit to the account. Thank you for having been a valued Rise Broadband. [redacted]
[redacted]
[redacted]

Dear [redacted] Thank you for contacting Rise Broadband with these concerns. Our goal is to provide fast and reliable internet. While we do make every effort to maintain the speeds customers are paying for, due to the nature of the equipment we are unable to guarantee full speeds for all customers....

When you were told that Rise had no intention of upgrading the towers  that was not  an accurate statement. As we continue to grow and have more users on these towers, of course we will be making changes and improvements.   As of today we see 88 days of uninterrupted connectivity.  I also see a bill credit on your account in September for some connectivity issues. Please know that we are making every effort to provide you with the best internet experience. [redacted]   Escalations Representative

Dear...

[redacted],                                  �...⇄                               August 25, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We were sorry to note that you had opted to cancel your account. While we did note several calls in regard to periodic service issues, we also noted that credit was in fact provided in the amount of $18.34 in July 2016. Additionally, a three month service discount for $10.00 off per month was offered. Unfortunately, the account was canceled before the discount, which would have totaled $30.00 over the span of three months, had the opportunity to exhaust. I hope this information helps to clarify your concerns. While we regret losing you as a customer, we thank you for your previous service with Rise Broadband.  Thank you once again for bringing your concerns to our attention. Thank you, [redacted] Escalations Specialist

Complaint: [redacted]
I am rejecting this response because:  I have not been able to do anything on my so called Internet for a week.  They don't let their techs know anything about what is going on.   And even with their policies,  their "up to " speeds are not acceptable at 1.5 mbs and less download speed.  The graph on all speed tests look like a silhouette of a mountain range with extreme peaks and low valleys.  This is not acceptable to me.
Sincerely,
[redacted]

Dear [redacted],
We apologize for the issues and inconveniences you have been caused and we do appreciate the feedback. Upon looking into your issue the following was found:
Due to the fact that your account is disconnected we were unable to see any calls you made or any attempts at...

troubleshooting to help with your email connection. If you do still have an active account with us, please provide either the account number or phone number associated with that account so we can further look into this issue.
Again, thank you for the feedback and apologize again for the inconvenience.