Rise Broadband

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]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this temporary resolution is satisfactory to me for the next 3 months while they work to fix the issue. If after 3 months the technical  issue is not resolved, I would like to cancel service and continue my Revdex.com case against Rise Broadband. This small credit is a nice gesture but if Rise is going to contine to advertise a speed capability, they need to honor their agreement or drop the monthly rate based on the service speed that they are providing. Thank you.
Sincerely,
[redacted]

Dear [redacted] Thank you for taking the time to contacts us regarding this matter. We appreciate the feedback and we are here to listen to you and hopefully resolve your issues. At this point, we are not seeing any major degradation on your equipment. The tower that services you does see heavy...

volume and could be contributing to the slow speeds you are currently experiencing. I have a call out to the area field supervisor, but at this time am unaware of any planned upgrades to the site. He may tell me differently in the future.  I also notice that there is a service call scheduled for this week at your home, in an attempt to make sure all the equipment and cabling is in good working condition. Our sincere hope is that this helps resolve your speed issues. Looking at the account it shows that a credit in the amount of $20.77 was applied in May for a 2 weeks service discount. In addition to that we placed a $10 off for 3 months credit, beginning in June. Today we have applied an additional $20.77 for another two weeks of ongoing issues. This brings the amount of credit to a total of $71.54. Unfortunately, we do not credit for previous service provided so we cannot credit 50% for the last 12 months. We feel confident that the service call this week will improve service to you home. Again we sincerely appreciate you taking the time to contact us and we appreciate you being a Rise Broadband customer. Thank you [redacted], Escalations Specialist

Dear Mr. [redacted], We sincerely appreciate you taking the time to write to the Revdex.com and bring this matter to our attention so that we can attempt to provide a resolution. We have investigated your concern and would like to share the following.  A site survey was completed as...

soon as we were made aware that one was needed.   However, we are most willing to reduce the early termination fee to $2000.00 from the already reduced amount of $3000.00. The already reduced amount is from the initial Early Termination Fee of $6000.00 which was part of the service contract. We feel that we have been most considerate given the nature of the situation. Kind Regards,  [redacted], Escalations Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:I contacted Digis/Rise when the installer was on site about no contract and was assured by customer service that was true. I also obtained a transcript of the ad I signed up on and it clearly states NO Contract. The point of bill pay is to not have to sift thru monthly bills and to have known bills paid on time. Rise broadbands SHADY business tactics are what is known as cramming. I will be following up with the FCC the Utah Consumer Protection Division and The Utah Attorney Generals office. As well I will keep telling posting tweeting blogging and giving my reviews on Rise Broadband until they change there tactics or name of the company.
Sincerely,
[redacted] ###-###-####

Complaint: [redacted]
I am rejecting this response because:They are not attempting to resolve my issue, but trying to sell me a new plan as though I were a brand new customer. Not acceptable!
Sincerely,
[redacted]

[redacted]While we do apologize for the misunderstanding about your VoIP lines, Rise Broadband advised our customers of this change well in advance. We sent a registered letter on November 20, 2016. A second letter was shipped Priority on December 14. We have Tracking number [redacted]...

from the [redacted]. The second letter was received at  12:28pm on December 23,2015 and signed for by [redacted] (last name is hard to make out) and delivered to [redacted].  Given that we gave ample notice to have your lines switched, we feel that this issue was resolved from our end and the new [redacted]r would be responsible for providing new phone service. [redacted], Escalations Representative, Rise Broadband

Mr. [redacted], Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. After reading yourgrievances with the Revdex.com, we have reviewed your account and found the following:     Our sales team...

was contacted on April 15, 2015 and service began with Rise Broadband upon a successful installation at your location on April 16, 2015. At that time, you were only required to pay for the first month’s service; free installation was provided with the verbal agreement of a 2-yr contract. Our sales team is scripted in their communication when establishing new customer accounts; explaining in detail the promotions going on at any given time. We apologize if this was translated indistinctly to you, however, your monthly billing statements reiterate this as well, noting the service you are paying for as “Res 10mb-2yr Contract”. Copies of your billing statements have been included for your reference.  Additionally, you can view our terms and conditions at www.risebroadband.com for more information. The Early Termination Fee (ETF) of $250 is applied to accounts for customers cancelling this 2-year contract prior to the full duration of that timeframe.      Notifications began being distributed in November 2015 of our rate increase. All customers received this notification via email and paper statements explaining why this increase was necessary. This information was also posted on our website for public view. Rise had not had a rate increase in over 4 years and as internet usage greatly increases, we must support and continually improve our networks to meet these demands. This company-wide increase affected your particular account with an additional $1.00. Your billing statements had been $56.45/month and it is currently $57.45/month. The additional amount you see are increases in tax and fees in your specific area and are broken down as follows: Res 10mg Pkg…………………$57.45County Sales Tax………………$.17State Sales Tax………………$.22Carrier Recovery Fee…………$2.27Local Sales Tax……………$.23     The total after all of these factors are added together is an increase of $3.35/month. You are correct that we have applied the remaining credit balance of $40.86 (prorated for a partial month of service) to the ETF of $250, thus making the new total $209.14. We understand this can come as a burden to you and your family and we would be more than happy to set up a payment option for you. The bill can be divided so that you do not have to come up with the full amount at once.       Again, thank you for taking time to discuss this with us. We wish you every future success.

Dear...

[redacted],                                  �...⇄           November 30, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regard to the addition of the PC Care Support plan. We appreciate the opportunity to address your concerns.   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.   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.   We have noted that our representative previously provided a credit totaling $28.12. We have supplied another credit in the amount of $35.40, for a collective credit of $63.52, which was the total amount charged to the account for our PC Care Service from the time it was initially applied in April 2016.   Thank you once again for bringing your concerns to our attention. We sincerely hope that we have helped to provide clarification regarding your concerns. [redacted] Executive Services Representative

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  [redacted]####  Listen......autopay.....that comes out of MY BANK!.......THAT IS A CREDIT CARD. I do not pay two months at a time. I pay one a month!  I do not have control over auto pay that is on your end!  How if I am paying once a month that you are pulling out 2 months at a time??????

Dear [redacted]...

[redacted],                                  �...⇄                               June 30, 2017 Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We sincerely appreciate your feedback and for allowing us to address your concerns. We sincerely apologize for any miscommunication that may have taken place regarding our $100.00 [redacted] Gift Card promotion. In lieu of any potential misinformation that may have been provided, we have applied a credit of $100.00 on the account. Our records indicate that you are currently utilizing a service plan that has had a data cap in place. However, in an audit that took place in February 2017, it appeared that this cap had not been properly applied. This error has been corrected and the correct cap of 350 GB is now in effect. Rise Broadband is moving away from unlimited data for our residential customers, but we do still offer it for small businesses.  We apologize for any inconvenience or misunderstanding in regard to this matter.    If you are interested in raising this cap, we do have other potential options in your area. If you would like to discuss these options, our representatives at [redacted] would be more than happy to assist you. They can also provide suggestions for lowering data consumption.   We sincerely hope that this information has helped to provide further clarification in regard to your concerns. Thank you for being a valued Rise Broadband customer.   Thank you,   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We’re sorry to hear that you’ve elected to cancel services with us. Our records show that we were not notified of any issues with your service until...

the day of cancellation, December 3rd, 2016. At that time, we offered to troubleshoot any issues and potentially send a field technician to the property to make sure your connection was up and running as it should be. This offer was refused. Unfortunately, without the opportunity to troubleshoot, we would be unable to resolve any issues you may have been seeing in your connection. Per our Terms and Conditions, if an account is cancelled prior to the end date of a two-year agreement, an Early Termination Fee of $250 or the remaining portion of the contract, whichever is lower, will be charged to the account. At this time, we find the $250 fee to be ineligible to be waived. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding the service issues and the Early Termination Fee waiver, and we would like to share the following;   Rise Broadband makes every effort to provide the services that our customers are...

promised, and when service issues occur we work to correct and resolve the issue as quickly as possible. Due to the type of internet provider that Rise Broadband provides, which is a Fixed Wireless Internet Service Provider, we cannot guarantee our full speeds at all times, though we do try and get as close as possible.   We show that we were first contacted with slow speeds on 12/28/2017 during the late evening hours. We were contacted again later that evening without service and some basic trouble shooting restored service.   We were contacted again on 01/01/2018 with slow speeds again and the case was escalated to our Tier II (2) Technical Support department. On 01/02/2018 we were contacted and a request to speak with a supervisor was made.   On 01/06/2018 contact was made again about slow speeds and a complaint was made that no supervisor had reached out as was requested. Later that day, a supervisor reached out and the decision to send out a Technician was made. The Technician arrived on 01/08/2018 and replaced some cabling and equipment. This appears to have resolved the issue, and no further contact has been made since. If service issues are still present, we highly recommend contacting our Technical Support team when the service issues are ongoing so that we can do additional tests to help resolve the problem.   In light of the service issues, and the poor customer service received, we have provided a credit of $13.53, equivalent to two weeks of service in credit, not including taxes and fees. Applicable taxes and fees will be automatically prorated onto the account once the credit posts to the account. This credit should post to the account within one to two business days.   Thank you very much for your time and patience in this matter, and for having been a valued Rise Broadband customer.   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

[redacted],   After looking at the account provided we noticed that all fees have been removed and your current balance is 0. If this is not the case then please provide me with the account that is still in dispute and I will work to get that resolved as quickly as possible.  I do apologize...

for the problems you encountered in getting your service disconnect and we greatly appreciate your feedback as we will use it to improve our company.   [redacted], Escalation Representative

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 with one exception: I do not wish my plan to be lowered to compensate for improper advertisement or temporary network issues they may be experiencing - I would rather keep the 20Mbps provided they are able to offer that speed consistently, which since 1/22 they have been (in the past after contacting the speed would work as advertised for 2-5 days then drop again), but if the service quality drops again, I will file a new complaint.
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.
 Technicians showed up today with the proper equipment and within an hour had the service restored to it's previous functionality. [redacted] with Rise Broadband VIP support department was very good at resolving my issues. 
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.  I have no quarrel with the qualifiers.  My problem is I never reach the internet speed that I currently am being billed.  My absolute top speed is 65% of paid for speed.All contacts I have had with your customer service and technical people have been excellent so hopefully in the near future the speed issue can completely resolved.
Sincerely,
[redacted]

[redacted] We would like to sincerely apologize for the equipment charge on your account and for the inconvenience we have caused you. We have reviewed the information and the charge of $300 has been reversed. We also would like to thank you for your feedback and time. If you have any other questions you are always welcome to contact us and address the concern. [redacted], Escalation Representative

Dear [redacted] In our previous conversation we laid out exactly what your options are as far as continuing with a 2 year contract or going to a month to month billing. We included pricing for the 2 options, we provided detail on how long the contract would last. We provided screen shots of both pricing options.  We provided a screen shot of the attempted times we tried without success to email you. We provided copies of your statement while you were on the promotional price plan. As that has expired, we further provided a screen shot of a current bill, with the pricing to match the 2 year contract plan. We explained that our contracts are verbal, and we do not have a signed contract from you and for this reason we extended the offer that if you do not wish to be on a 2 year contract, we will waive the $250 Early Termination Fee. The desired settlement that was requested in your original Revdex.com complaint states: I would prefer to go back to plan they promised us at installation and I would like info or copy of what OUR specific contract is for-i.e.-I would like to see something from them in writing when things change and how long they will change. I no longer want verbal info, since our first verbal info is not being honored.  We have provided for you, in writing, details on each plan and the associated billing. In addition, we have cut the price of the managed router from $6.99 per month to $3.50 per month.  We will need to get an update email, so that we can inform you of any changes to the account. We also send letters by postal mail when such changes are implemented.  As previously stated, you can find more detailed information on our website, where you can read the terms and conditions. Please feel free to read them here: http://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servic...⇄ We have disclosed all the information you have asked for.  We are trying to accommodate your request and would love for you to continue to be a Rise Broadband customer.  At this point the decision is yours in regards to maintaining the two year contract or going to a month to month plan. We will need to know if you would like to go to a month to month plan or stay with the lower priced 2 year contract, with all the terms and conditions, including  a $250 early termination fee. Please call 844-411-7473 within 15 days and let us know your decision. After that time, we will assume you have chosen to stay with the 2 year agreement, the plan you are currently on. Thank you very much, Rise Broadband, Corporate Escalations

Initial Business Response /* (1000, 7, 2015/10/08) */
Date 10/8/15
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, we are showing that on July 23rd we were out there and replaced the equipment on your house. We are not showing that you have called in to technical support with any issues since June 16th. If you are still having issues, please contact technical support so that we may help to resolve these issues.
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 /* (3000, 9, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rise broadband DID NOT replace any equipment on July 23rd. Someone came out, spent 10 minutes at my house and as he explained it, moved me off of an oversubscribed node. They DID NOT resolve my packet loss issue. At my own expense I replaced the Cat5 cable from the radio to the POE injector and resolved that issue myself (I estimate time and materials to be 75 dollars.) I DO NOT consider Rise Broadband to have made a best effort to resolve any issue. I had made attempts to contact support after July 16 but after spending much time on hold for support, and leaving multiple requests for callback I was NEVER contacted by Rise Broadband. It wasn't until I emailed the CEO and other higher level executive that a person named [redacted] out of Durant came out.
Final Business Response /* (4000, 29, 2015/12/02) */
Hello Mr.[redacted],
I tried calling you today so that we can try to resolve your issue. If you are still having issues with your internet please call XXX-XXX-RISE.
Thank you
Final Consumer Response /* (2000, 31, 2015/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)