Rise Broadband

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 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]

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]

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]

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]

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.

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], 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

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]...

[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]

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],                                  �...⇄ 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]

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 submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. [redacted], the local Post Master in Paradise, Texas (940-969-3151) they do not have all the information for the tax exemption...

needed for this address. The Wise County District Appeals pdf that was issued to Rise Broadband was not certified and does not specifically state that the address at 394 County Road 3678 Paradise Texas is tax exempt. We will be happy to stop charging tax and refund any monies that have been previously paid once we receive the proper documentation stating the location is tax exempt. We will need a certified letter from either the Post Master or Wise County, stating clearly that this location is tax exempt. This documentation can be sent to Rise Broadband at 619 SW 14th Street, Loveland, Colorado 80537. Below, please see an excerpt from our terms and conditions at RiseBroadban.com:   7.6.2 Taxes: Service rates and charges are exclusive of all taxes, fees, tax-related surcharges and tax-like surcharges, including, but not limited to, the Subscriber Line Charge and those charges set forth in Section 7.6.1. Customer shall be responsible for, and must pay, all taxes, including, without limitation, sales, use, excise, gross receipts, value added, access, bypass, franchise, telecommunications, consumption and other taxes, fees, duties, charges or surcharges, however designated, and imposed directly on the Company based on the provision, sale or use of Service. If Customer believes it, or the Services it receives and uses, are exempt from any tax, Customer will provide Company with a properly executed exemption certificate in a form acceptable to the Company that evidences the exemption claimed. In no event will Customer be responsible for any income taxes levied on Company or any underlying carrier’s net income. Customer’s obligation to pay applicable taxes (and all other charges due and owing for Service) shall survive the expiration of the Agreement.   Again, thank you for submitting your concerns to us via the Revdex.com and thank you for being a valued Rise Broadband customer. We look forward to resolving this tax issue promptly. Thank you, [redacted] Rise Broadband Executive Services

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]
Thank you for responding so quickly to my complaint, but I
believe we still have a couple of issues.
First off, when we talked I though it was understood that I
was going to be out of country the week following our discussion. As such, you took down contact information
for my wife and said that she would be contacted regarding the visit. Well, she received no communication. But, surprisingly enough, when I returned
this weekend I had several calls on my phone regarding the scheduled visit
As far as the tower being unsafe to climb, that location was
chosen by the installers and was climbed as recent as couple of months ago by
your technicians when they had to reinstall everyone's equipment because of
issues on your end. Because the appropriate
phone calls were not made prior to this visit, there was no one here to explain
to why the tower is now deemed unsafe. I
tried to schedule a follow appointment this week, so I would be here to
understand the problem and get it corrected, but the appointment was cancelled
the next day. If my tower is now truly
an issue for one of your folks to climb, I am sure that I can have it corrected
easily, as it is a relatively new tower.
Or the equipment could have been moved to an alternate location that
your techs had used in the past to provide me service.
Regarding the line of sight issue. As we discussed a week ago, and should be
well noted in my calls to technical support, my issues started a couple of
weeks ago and are significantly worse during peak hours. I understand the line of sight issues affect
my ability to be hooked up to a different service tower, but I do not
understand how line of sight issues just started impacting my service a couple
of weeks ago and how line of sight suddenly becomes significantly worse during
peak hours. The online technicians
noted that there were issues on hops downstream of my tower and that congestion
appeared to be the issue. At no time
during the online discussion was my connection to your service tower noted as
being an issue. On the contrary, I was
told that it was a strong signal.
My hopes were that you would correct the issue with the
current tower I am connected to as it did use to provide a 10mb service that I
paid for without issue. It sounds as if
the speeds have been reduced to alleviate congestion on the tower and that there
is no future plans to update the equipment to compensate. While this tower does provide the reduced 5mb
service during non-peak hours, it is barely able to provide 1MB service during
peak hours within the past couple of weeks.
If your plan is to continue to
provide a 5MB service at this tower, not a 1MB during peak hours, I would hope
that we can discuss my plan and that it can be adjusted to reflect the 5MB speeds
that you currently are providing on that tower and apparently have been for
some time. If your plans are to do nothing about the
diminished service that you are providing at this tower, but are going to allow
customers to pay for speeds that continually degrade as congestion increases,
then I believe you need to say as much so that us customers can make an
informed decision
Sincerely,
[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. However, I do not trust these yahoo's I will watch and make sure I do not receive another billing with any amount owed.
Sincerely,
[redacted]

Dear [redacted],                                  �...⇄ July 18, 2016   Thank you for submitting your further concerns to Rise Broadband through the Revdex.com.   As previously stated, we are working on adding more sectors to the region, which should help to alleviate congestion and overload. We are aware that you have been experiencing issues, and we believe this addition to the network should help to resolve your concerns. Our network is actively working on a time frame, although we do not yet have a specific date.  While we await an estimated time frame, we have provided you with $10.00 off on your monthly bill for a three month duration. Following the three months, we can evaluate for further credit on your bill where appropriate.   Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. We here at Rise Broadband hope to have the opportunity to continue to serve you for many years to come.   Thank you, [redacted]
Escalations Specialist

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

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