Rise Broadband

Dear [redacted],   Thank you for contacting Rise Broadband in regard to the [redacted] Gift Card, and we would like to share the following;   We sincerely apologize for the delay in the [redacted] Gift Card being received. We have verified that the [redacted] Gift Card has a tracking number with FedEx...

and the anticipated ship date is today, 12/01/2017. The Tracking number for the [redacted] Gift Card is [redacted].   In addition, we have also provided a credit of $39.95 to the account due to the long delay in the [redacted] Gift Card being received. This credit has already posted to the Rise Broadband account.   Thank you very much for your time and patience in this matter,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

I am rejecting the business response because they cannot produce a written or verbal agreement from me for a two year contract. The company purposely used language indicating a month to month agreement, which means there is no contract. Furthermore, they were going to charge me $3 per month for paper statements, so to save money, I signed up for e bills and direct debit for monthly payments. This was another way to ensure that I did not see the bills and additional charges they added to my bill each month. They are involved in bad, dishonest business practices and I do not owe them any money.

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]   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns regarding the Early Termination Fee associated with your Rise Broadband account.   We do honor our 30-day cancelation policy and will be happy to...

remove the Early Termination Fee from the account. Please be assured that the balance on the account will be zero.   Thank you for giving Rise Broadband an opportunity. We appreciate that as well as you taking the time to write and let us know about this issue, so that we could resolve the issue for you.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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]

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.

[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

Complaint: [redacted]
I am rejecting this response because: I had made numerous calls about my service not working and they offered little to no help. At one point one of their techs said they would need to just drop me as a customer, they are stating that they waived the installation fee when they did not and I was charged $126.07 . They are still continuing to bill me for service I was unable to you.
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.
It would be to the benefit of Rise Broadband to communicate this information freely to their customers.  I wouldn't have had to contact the Revdex.com if someone from Rise would've told me what was going on.  Either let the customer service techs who answer the phones tell customers what is going on or have supervisors or other staff higher up the chain available to talk to dissatisfied customers.  It doesn't seem like it would be that difficult, especially for customers such as myself who have been with Rise Broadband for a long time, paying the bill every month and getting unsatisfactory service. 
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting us through the Revdex.com for further review. We appreciate the opportunity to clarify the matter of data limits.   Upon review of the account, we note that the account was upgraded on December 27, 2017. This upgrade action, in and of itself,...

did not remove the unlimited data from the account. Like most others in the industry, Rise Broadband has moved away from unlimited data on all of our residential accounts. These changes would have eventually been made to the account, regardless of the upgrade in December.   Although we understand data limits may seem inconvenient, we assure these restrictions are put into place for the benefit of all customers within our network. It is vital for us to implement such limits so that equal access is given to the service(s) in which you are paying for and these services are not being obstructed by one or two customers utilizing the full capabilities of any given tower. As the growth of internet usage continues to increase rapidly, we must keep up with the demand and attest that we are putting forth our best efforts to maintain the network to provide the best customer service experience possible.   We are sincerely sorry if these changes were not understood at the time the account was upgraded. We sincerely apologize for any unprofessional conduct that may have been experienced when speaking with any member of our staff. It is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience.   It is true that we cannot place the account on an unlimited plan, as we simply no longer offer any for residential customers. This is not an error, but rather our billing format going forward. We send an email when a customer is at 75% and again at 95% of the total data allotment. There are multiple ways to cut down on data usage, any of our representatives would be happy to go over those with you.   In a measure of good will, Rise Broadband has determined that we are placing a credit on the account of $49, which is one half of the data overages. We are doing this as a onetime credit and will be unable to credit for data overages in the future. This credit will appear on the billing statement within 24-48 hours   We are grateful that this issue was brought to our attention as it is our highest priority to ensure that our customers know the type of service they will be receiving from us, and as this is the best way to make sure that our customers are happy with our services.   Thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer.     Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because: they apparently plan to continue to defraud their customers by adding unauthorized charges without the customer's knowledge. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 23, 2015/12/23) */
Dear [redacted],
Please accept our sincerest apology for any trouble or inconvenience, we have caused you. Rise Broadband highly appreciate your feedback as it will assist us in becoming better at what we do. We have made changes to our...

network and would like to schedule a service call for someone to come and have you moved to a different tower if you are still having issues with your internet. Please call [redacted] so that we can set this up for you.
Once again, please accept our attempts to help you with this matter. We appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband.

Dear [redacted], We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.com. After having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and...

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 contact us. While we are aware that sometimes our hold times can be less than optimal, our Technical Support team has never experienced extensive hold times where we had a 6 hour hold time. Based upon the documentation in our system we have no reported interaction with any member of our Technical Support, or Customer Care team in the past 6 months. We encourage you to double check that the phone number that is being utilized to contact us is 844-411-7473 that is our direct phone number and ensures the most direct responses from our representatives.  However, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issues. We received confirmation that we have no ongoing problems at the tower providing services to you currently. The tower itself was showing an uptime of 94 days. While there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residence. For these issues, we would encourage you to speak with our Technical Support team at 844-411-7473 Option 1, they have an array of tools available to determine what could be causing the issues. If for any reason you still experience problems getting ahold of a representative at 844-411-7473 please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessary. We sincerely hope that this provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:  I did file a complaint with Rise, here is the ticket number they gave me and said, they would come out and fix the problem-[redacted]
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Our records show that $10.64 was refunded to your account after the removal and backdate of our PC Care services. These services were offered as a...

two-month free trial, which was communicated via physical mail, email, and on customer statements. All customers have the option to opt-out of these services, and, in the event the trial ended without being cancelled, there would be a reoccurring $8.99 monthly charge. The aforementioned refund was put towards the outstanding balance on the account, which is currently $241.47. The verbal two-year agreement was entered upon installation on 10/13/2015. Due to this agreement, the installation fee of $99.95 was waived. At no point was the account on a month-to-month agreement with us, and we apologize if this was not properly communicated. While we will be unable to provide you with the requested sales call, the two-year contract is communicated on all of your customer statements, which are visible at any time at www.risebroadband.com via the Billing Portal. We have included a screenshot of your latest statement as an example. Per our Terms and Conditions, any two-year agreements canceled prematurely will result in an early termination fee of $250 or the remaining cost of the contract, whichever is less. Unfortunately, this fee is ineligible to be waived and will not be removed from the account. Thank you for having been a valued Rise Broadband customer. Regards, [redacted] Executive Services Rise Broadband

Mr. [redacted],   Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. After looking into your account, it appears that there was an upgrade to your internet package in May of 2015 putting you into a 2 year...

contract. The billing statements we sent to you every month after this change did include the information about the 2 year contract on page 2.  At this point we will not be able to waive the Early Termination Fee per our terms and conditions that can be found at www.http://risebroadband.com/legal/broadband-internet-terms-and-conditions-o...⇄ any inconvenience this may have caused you.  [redacted] Escalation Specialist  Rise Broadband

Dear [redacted]   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to attempt to resolve this matter for you. After looking over the information you provided in this complaint, as well as all of our documentation here at Rise Broadband, we can see...

that there were some considerable service issues with this account. We sincerely apologize for any services provided that were less than optimal. Typically, we ask that before an account is closed we be allowed to send a technician out to check and see if there is something we can do to improve service. This offer was declined. However, after consideration, we must agree with you and honor your request to refund the Early Termination Fee of $250.00. This credit will show on the account in 24-48 hours and will result in a zero-dollar balance. We appreciate you having been a customer and again apologize that we could not provide the internet experience you had expected. Thank you,[redacted] P. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

March 2, 2018 [redacted]   RE:  Revdex.com Dispute     Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review the charges on your bill. After...

reviewing the account details, we would like to share the following:   It is Rise Broadbands continuous objective to provide a positive customer experience for our customers. After reviewing your account, it does appear the Late Fee charge was applied in error. We apologize for this mistake. It is a Rise policy to collect payment at the time of install. Your account was installed on 1/13/2018 and we appreciate your payment in the amount of $55.73 on 1/29 and $84.65 on 2/15.   The late fee charge has been reversed ($15) and as a goodwill gesture we have also applied a free month for this inconvenience ($39.95).   Thank you for reaching out to us. I hope you are pleased with the adjustments applied to your account.   Thank you for being a valued Rise Broadband customer.   Best Regards,   Regards, Chris P.   Rise Broadband Executive Services

May 2, 2016 Dear Ms....

[redacted],                                  �...⇄ Thank you for contacting the Revdex.com to address your concerns regarding Rise Broadband. We appreciate you taking the time to bring this matter to us for further examination.   When [redacted] Online was acquired, the agreement was extended until July 2015, when Rise Broadband started billing for this account. We continue to provide service to the tenant you mention in your statement; it is likely that he was experiencing another issue at the time, but that has since been resolved and he continues to maintain his service.   After a thorough investigation of this matter, it has been determined that there will be no refund issued. There is currently a credit on the account in the amount of $0.58. Contract Administration has stated that they would be happy to discuss with you the option of starting service again and look at the possibility of having you as a tower host.   Again, thank you for bring this matter to our attention. If you are interested in reinstating service at this location, please contact our Contract Admin. Department at [email protected] . They will be happy to further assist you.   Thank you, [redacted], Escalations Specialist

Dear [redacted] Thank you for taking the time to contact us again regarding this issue. At this time we are able to provide some further details. On August 31, 2016 we sent a Service Technician to the residence in an effort to relocate your signal to a less congested tower. Despite our best efforts, we were unsuccessful in this endeavor. The technician indicates that we are unable to provide high speed internet to your location. We have noted that the connection is stable, but it is unrealistic to expect the 15mb speeds that you currently have on this account. If you would like to, as mentioned previously, we can lower your price plan and put you into a 5mb or 10mb plan, but as you noted, this would incur a decrease in your data limits. As a line of sight provider, and an “up to” speeds company, we cannot guarantee all speeds to all customers at all locations. It is a very unfortunate situation and we deeply regret not being able to provide the fastest internet experience for you. We certainly do not want to lose you as a customer, however, what we are providing at this time is likely going to be the best we can do for some time. We are continually making upgrades and improvements to our infrastructure with the expectation of providing service to more people. While there is no firm date on when we can expect these improvements in your specific area, we do have plans in place for these upgrades. But again, these may not happen for some time. [redacted], this account shows that you are not under contract with Rise Broadband, and as previously mentioned, we would be very sorry to lose you as a customer. But if you feel you can get better service through a different provider, we would certainly understand that. If you wish to stay with Rise Broadband, it would be beneficial to you from a financial standpoint, to lower your speed plan. Because you have been experiencing these slow speeds for a while, we have credited your account the difference in price from the 15mb plan you are on to the 5mb price plan for 1 month.  The account has been credited $20.00. Currently the account is still receiving the $10 off per month discount. Credits have been added to your account from July 2016 to August 2016 totaling $28. 51. With the additional credit I have applied today and the $10 off for three months this is a total of $78.51. We hope that by adding these credits it compensates for the slow internet you have experienced. Again, thank you for allowing us to address this issue more in depth, and thank you for being a valued Rise Broadband customer.