Rise Broadband

Dear [redacted], Thank you for your response. We would be more than happy to clarify to hopefully alleviate any confusion. “Rate increase” is a blanket term used for that transition. Everyone received the same increase with the exception of those on a 2-year contract who only saw their equipment rental fee change from $6.50 to $7.50 and a carrier recovery fee of $2.27 applied. Those on a month-to-month agreement also saw their service rates increase, while those on a 2-year contract did not. Unfortunately, if the autopay method is not updated, we will be unable to waive the $8.50 late fee per company policy. We are sorry to hear that you will not be returning to our service after cancellation and wish you the best. Regards, [redacted], Escalation Specialist Rise Broadband

Initial Business Response /* (1000, 6, 2015/10/06) */
Date 10/6/2015
[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.
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. Our Infrastructure team is working diligently on upgrading our network, it's a timely process and with some budget restraints. We show that you have canceled your account. I sincerely apologize for your inconveniences we hate to see that you have left our company, should you change your mind we would love to see you come back.
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

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: It is Rise Broadbands 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 contact us. While we are aware that at times our hold times can be less than optimal, long hold times are in no way affecting the level of service that we are providing, and Rise is unfortunately unable to waive the early termination fee based on solely that.  The technician that was at the residence 06/30/2017 was able to resolve the issues that were being experienced at that time, the issue that was affecting the service now is a separate issue entirely. What he was able to do in June 2017 would not be related to the issues that the tower was suffering from in December 2017. Rise Broadband certainly understands that after an extended period of time with continuing problems it may seem like Rise has no intentions to fix the issue but that is not the case, and we do not take a lackadaisical attitude towards these types of problems within our Network. Our Network Engineering team was able to confirm that the issue we were seeing at the tower has resolved, and no longer impacting our customers. It is Rise Broadbands 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 trying to contact us regarding the status of the tickets that were escalated. In light of your concerns we have applied a credit to the account equivalent to one month of service (not including taxes and fees) for a credit in the amount of $48.45. Additionally, we have applied a temporary service discount to the account of $10.00 for the next 3 months for a total credit in the amount of $30.00. With the issues at the tower now being resolved, we would still encourage speaking with our Technical Support team, as our Customer Solutions agent mentioned on the phone interaction that took place 01/09/2018 our Technical Support team has an array of tools available to assist with speed issues if you are still experiencing those issues. Since the tower is no longer suffering they would be able to accurately determine where the issues persist. For the above reasons, and because we still have options to alleviate any persisting problems if the decision was made to cancel services the early termination fee of $250.00 is a valid charge, and would apply to the cancellation of the account prior to the service term ending. 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

I am extremely upset at this point.  Your rep ensured
that there would not be a contract.  And when my wife signed it was on an
Ipad and none of the information was visible.  The only thing we could see
was the place to sign.  Screen shot below and attached.  The information
explaining contract was not visible to us so we only had the word of your rep
and he promised us that we would not be bound in a 2 year contract.  I
would not have signed up with you otherwise because I knew that I probably
wouldn't need the service for that long.  Please pull the information for
the rep that sold us on the plan and talk with him.  He caught us as we
were headed out the door. He promised us that there would not be a contract and
I want to hold him to that.  
 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Mrs. [redacted],      We apologize you do not find the previous information satisfactory and we would like to provide further clarification on the matter:            We reiterate that Rise Broadband is an “up-to” speed provider and cannot be guaranteed or promised due to the nature of the service. This is specified by sales agents as well as the online terms and conditions. With the 2-year contracted agreement initiated September 2015, Rise Broadband extended unlimited data, free installation, two free months of internet service and radio equipment rental as well as a reoccurring free router rental and discount to your monthly service plan totaling $411.28 in current savings from our standard rates. The standard monthly rate for the 15MB plan is $57.45 and the 5MB plan is $47.45. With the discounts applied to your account, you are being charged $35.95; these figures do not include taxes and fees.      The $250.00 early termination fee (ETF) is a valid charge for closing the account prior to the full Term. I understand this is not the resolution you were looking for, however, a thorough review of the account was completed and we must stand by our qualification process in regards to the 2-year contracted agreement between both parties. [redacted], Escalations Specialist.

Complaint: [redacted]
I am rejecting this response because:
I know that I did not sign or verbally agree to a contract. If I did, it is incumbent upon you to produce the audio or signed contract. As I stated before, I have a witness who will testify that I was told I was on the month to month plan. I was never told about a cancellation fee. You as a company are engaging in unethical business practices in order to trick people into a contract. I did not sign a contract and you are wrong to make me pay for a contract that I was purposely trying to avoid. When you tell people a service is month to month, that means there is no penalty for cancelling. You intentionally misled me by calling the plan month to month. You have the audio for November 2016. Listen to it and you will hear [redacted] call my plan month to month. My witness is happy to testify to what he heard.
Sincerely,
[redacted]

Dear [redacted], Thank you for your response. We’d be more than happy to provide clarity on the issue. As of the date of our response, 9/15, the only authorized user was [redacted]. As of 9/16, you are confirmed to be verified on the account. At the time of our response, we were unable to discuss any billing issues without that verification. We apologize for the inconvenience. We will be unable to add a free static IP to the account. Per the conversation we had with [redacted] on 8/16, we offered to compensate for one free month of static IP service. This offer was refused. We also have a policy for cancelling a 2-year contract with no penalty within 30 days of installation. This was also conveyed in the aforementioned call. There does appear to have been an issue in the system that caused the applied promotion to be removed from the account. However, this issue has been rectified and the current bill is $47.45 before taxes and fees. The current amount due is $50.24.  Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

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, pending receipt of the refund. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/10/14) */
Date 10/14/15
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.
In reviewing your account, I show that you had called in on September 3, 2015 with no connection. At that time we setup a service call for you and the service call date was September 8. We did replace the equipment on your house. I did look at the tower that you are pointing to and that tower is not having any issues. I show that you are paying for a 5 meg package. Since that time the connection has been stable. If you are still having connectivity issues or speed issues please contact technical support so that we may be able to assist you.
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

Complaint: [redacted]
I am rejecting this response because: all the auto pay was cut off after you took and did not pay it back to me. You missed a payment on me due to you had control of taking money out of my account. This is bad business. You changed the due date from the time we paid by two weeks early. You changed the rules than take out 2x the amount. Then you customer service lied to me on two different days telling me: It has been approved to send the money back to my account. $264 for a $67 bill is for what exactly?  You run this bill up by that 2 weeks than say I have a $55 credit? It this really how you do business?   
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns.   While we do show that a call was made to us on 9/24/2015 regarding missing equipment, resulting in a technician replacing the equipment on...

9/25/2015, we do not have records of our company having picked up the original equipment. We will never remove service equipment without the account in question having been cancelled.   In the event of a transfer of service, any expired promotions that had previously been applied to an account are subject to removal. In this case, unlimited residential data has not been available since late 2015. Due to the promotion no longer being available, we will be unable to reapply the previous data plan. We sincerely apologize if there was any miscommunication regarding this.   The terms of the contract state that the service plan pricing will not change for two years. Promotions are not included within the contract terms, and would not impact the base package pricing of the contract. Again, we sincerely apologize for any misinformation that may have been communicated in regard to the unlimited data or any other promotions.   Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

[redacted] Revdex.com [redacted] Thank you for contacting Rise Broadband regarding your speed issues. We are here to listen to your concerns and try and resolve them.  We do apologize you are that you are being affected with slow speeds. After speaking with the Area Field Supervisor and getting the...

latest update from him indicates that he expects work to be completed on your tower by mid July. We do apologize that this is taking some time to resolve. As a result, we are happy to credit your account with $10 off per month for 3 months. If all issues are not resolved by then, we can certainly revisit the issue. We appreciate you being a Rise Broadband customer and we appreciate your patience as we work to resolve this issue. Again, thank you for contacting us at Rise Broadband.  We look forward to working with you in the future. [redacted], Escalations Specialist Rise Broadband

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.  The base amount you pay for the internet service package is $55.95 per month. No tax is collected on this account....

The only other additional monthly charge is the Carrier Recovery Fee of $3.12, which is a standardized fee applied to  every Rise Broadband account. The payment due date on this account is the last day of the month. The billing cycle is from the 29th of the month through the 28th of the following month. When a bill is 30 days late, we assess a $10 late fee. When an account is 30 days late, we disconnect service on our end, and charge a $30 reconnection fee. Because we received payment beyond the 30 day mark, the account was charged this fee. The terms and conditions of our billing policies can be found at RiseBroadband.com for further details. As a onetime courtesy we will waive this $30 reconnect fee. Please bear in mind that in the future we will not be able to do so. Any late fees or reconnect fees are the sole responsibility of the account holder. Thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer.

[redacted] Thank you for your response with your comments. We apologize for any inconveniences.  We understand your concerns. The rate increase for all plans was across the board which affected all customers. Unfortunately, Grandfathered doesn't apply to increases and fees for any plans. The increase was necessary for improvement for network reliability and coverage.  We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.    Kind Regards,    [redacted], Escalations Specialist    Rise Broadband

Dear [redacted], Thank you for contacting us via the Revdex.com. We sincerely appreciate the opportunity to help resolve this issue. 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. We have credited the remaining balance on the account, $40.39 as a measure of goodwill. The account is at a zero balance and this will have no impact on your credit. We sincerely hope that this information has helped to provide further clarification in regard to your concerns. We apologize for any inconvenience that this situation has caused you. Thank you for having been a valued Rise Broadband customer.     [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband through the Revdex.com. We appreciate the time taken to bring this matter to our attention. After reviewing the account, it appears that a call was made to our Call Center on July 7, 2017, in regards to cancelling the...

account. The representative attempted to transfer the call to our Solutions Team, and the call was ended. The cancellation never took place and the account remains open at this time. We have no documentation of the new address. We will be more than happy to waive the $250 Early Termination Fee, once the account is closed and we receive proof of the new address. At that time, we can go over any further billing issues. We sincerely apologize for any confusion or miscommunication. Our records show that the agent did not disconnect the call, and the account closure was never completed. Please call us at [redacted] to close the account. Please also send any documents showing proof of the new address to [redacted]. Thank you for being a valued Rise Broadband customer. [redacted]

Dear Ms. [redacted]Please accept our apologies for the service issues you have been dealing with. Last week I spoke with the people in the correct department and asked them to please escalate the issue and get it resolved as quickly as possible. The case is currently with our Network Operations Center,...

and I expect they will resolve this fairly quickly. It is the policy of Rise Broadband that we can credit your account, once the issue is resolved. I will be happy to go over your account with you and issue any credit adjustments we can agree to. Unfortunately I will have to wait until the issue is resolved before I can do that. I anticipate this will be fairly soon, given the urgency that is associated with this case.Thank you, [redacted], Escalations Specialist

Complaint: [redacted]
I am rejecting this response because: the company has made it out that my account gets credited all the time. What rise broadband failed to mention in their response about the credits is that I was credited for one month of service because for more than 3 months I had speeds at a tiny fraction of what I was suppose to be getting which made the internet unusable due to a broken tower Component that had to be fixed. In regards to the reconnect fee that was credited last year that was also a rise broadband error because the representative didn't properly credit my account and left a few dollars in tax that should have been removed on my account and without me knowing that my internet was completely shut off and when I called in about it they apologized for their error. In regards to getting a reconnect fee the email I received from the company states a reconnect fee will be issued when a complete disconnect is happened and will be applied when calling in to reconnect service. There is no mention of a soft disconnect fee nor is anything worded that after 50 days you will automatically receive a disconnect fee whether it was disconnected or not. That language is also not in the contract I agreed to with the company. I will be happy to provide the email from rise broadband to the Revdex.com if needed. I continue to insist that I receive my 60 dollar credit.
Sincerely,
[redacted]

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for the opportunity to address the issue and we hope to provide a satisfactory response to your inquiry.   After thoroughly reviewing the account and speaking with...

the Network Area Supervisor, we would like to share the following;   We sincerely apologize for any inconvenience that may have been caused by the intermittent service which is being caused by interference issues in your area. Rise Broadband is a Fixed Wireless Internet Service provider, which means we use different bands of frequency to provide our internet service from our tower to the receiving antenna at the household. Rise Broadband does not own the frequencies we operate in and other competitors/businesses can and do use the same frequencies, causing interference issues. We are doing our upmost to resolve the interference issues, however there is not currently an estimated timeframe for which these issues will be resolved.   Our services cannot be suspended when in a contract, however we do provide credit adjustments for service issues. We show that a credit of $18.04 was applied on 8/20/17 due to service issues to the account and when our Customer Solutions team was contacted, they offered $10 off for 6 months or a month and two weeks of credit, however both credit options were declined when offered.   Rise Broadband notes that the service has been canceled as of 9/4/17 and the Early Termination Fee was waived on the account due to the service issues experienced. There is a credit balance of $11.21 that will be refunded via regular mail to the mailing address on file: [redacted].   We thank you for having been a Rise Broadband customer.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: 11098504
I am rejecting this response because: I have not had a chance to accept their phone call. Please call me to resolve this matter.
Sincerely,
[redacted]