Rise Broadband

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.   We sincerely apologize for any possible miscommunication that may have...

occurred. After reviewing the account, we are unable to ascertain whether or not the email was sent to the email we have on record for the account. However, judging by the wording in the complaint, we find every reason to believe you did receive it. No changes were made to the account, the price remained the same, the [redacted] gift card was never sent and the speeds were never upgraded. As such, we have determined that the Early Termination Fee is not valid for this account and therefore will be waived. A credit in the amount of $250.00 has been applied to the account today, May 31, 2017. We regret that this error was made and we apologize for any inconvenience this matter has brought you. Thank you for having been a Rise Broadband customer. [redacted] [redacted]

Mr. [redacted],   Thank you for taking the time to read over our response. We understand the frustration you are dealing with and have made every attempt to address your issue.   On April 16th 2015 you entered into a two year agreement. A purchase was made. We came out and installed our equipment so that you could receive our internet service. Please see attached PDF file you signed at the time of install.  It shows the date, time, customer name and address, service speeds and length of contract, along with install codes indicating that we provided free installation.  The Early Termination Fee is valid.   Thank you for your feedback on this matter. It is important to receive both positive and negative feedback as a company. It helps us to provide a better customer experience going forward. [redacted], Escalations Specialist Rise Broadband.

Dear [redacted]
Thank you for being a valued Rise Broadband customer and providing your feedback. After looking over your billing history, I see that we have credited your account in the amount of $14.64 on December 1, 2015 and $3.86 on December 28, 2015. These amounts are for periods of time that we can verify that you were without service. Please know we strive for customer satisfaction and do apologize for any inconvenience and frustration this situation may have caused you. Thank you for the opportunity to try to rectify the situation.

Dear [redacted] Thank you for bringing your concerns to us regarding the speed issues you are having. We hope to provide some clarification on this matter. After reviewing the account, we can see that many calls have been made into our contact center, with the issue primarily being speeds. We document...

each time we receive a call and see that there is a history of this issue. At this time we do have planned upgrades for the systems in your area. However, after speaking with the Area Infrastructure Supervisor, we are at this time unable to provide an estimated time when that work will be completed. We apologize for the delay and for the inconvenience this is causing you. If you would like to lower your plan to a 5Mbps plan, we can certainly do that. The price of that plan is $42.95 per month with a data cap of 150GB. Your current plan of 15Mbps is $62.95 per month with a data cap of 300GB. We are unable to provide the 15Mbps service at a lower rate.  To date we have credited the account $28.51 for slow speed issues and also provided $10 discount to the account for three months. While we appreciate your time and effort in reporting this issue, Rise Broadband will not be meeting your request to put all of the subscribers on this tower at a half priced plan. Each customer’s needs are addressed on an individual basis and our privacy policy prohibits us from discussing account with anyone other than the account holders themselves. Please know that we are aware of the issue and are actively seeking a solution. Again, thank you for allowing us this format to discuss the issue. We value you as a Rise Broadband customer.   Thank you, [redacted] Escalations Specialist Rise Broadband

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.)

Dear [redacted],                                  �...⇄ June 29, 2017   Thank you for submitting your additional concerns to Rise Broadband via the Revdex.com. We appreciate the opportunity to further address your concerns.   We have had the opportunity to review your account and would like to share the following: Our Area Network Supervisors had previously believed the area issues to have been resolved. Unfortunately, it does appear (according to ticket [redacted]) that the issues have persisted. Presently, we are working diligently toward resolution. We sincerely apologize for any inconvenience resulting from these issues. In addition to the previously provided month of service credit, we have additionally added a discount for $10.00 off per month for the next three months. We will reach out to provide further updates as they are forthcoming. Again we sincerely apologize for this inconvenience. Thank you for being a valued Rise Broadband customer. Thank you, [redacted]
[redacted]
[redacted]
[redacted]
[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

Initial Business Response /* (1000, 7, 2015/10/07) */
Date 10/7/15
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.
Looking at your account, it looks like you called on 10/6 stating that you no longer wanted your account cancelled. I also show that you have been making payments on your account. If you still which to have the account cancelled, please contact customer care and they can get the account cancelled for 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
Initial Consumer Rebuttal /* (2000, 9, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customer support is now responsive again and calls are being answered in a timely manner.

[redacted], Thank you for contacting Rise Broadband via the Revdex.com and for bringing your concerns to our attention. We appreciate the opportunity to address your concerns and do sincerely apologize for the experiences you have had recently. Should you choose to cancel, there will be an early termination fee applied to the account, and to avoid this outcome we would like to offer the following as an alternative possibility.   We will be applying a total credit to the account in the amount of $816.40, which is comprised of $650 as compensation for the refunds you have given out, and the remaining $166.40 is a service credit. We will also be upgrading your solution at our cost within the next 60 days. We do apologize for the experiences you have had with our sales representatives and that employee is no longer with Rise Broadband. In regards to the recent problems, these have been weather related issues. Though these issues are outside of our control we do our best to ensure they are resolved as quickly as is possible.   Again we extend our thanks for contacting us and allowing us to search for a resolution. We greatly appreciate you being a Rise Broadband customer and hope we can reach a resolution that will allow us to continue providing you internet for years to come.    Thank you, [redacted], Escalations Representative

Dear [redacted], Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We have done extensive research on both the tower that provides internet for you, as well as the equipment at the...

residence. At this time, we are seeing no issues on either. This leads us to believe that the issue may be at the home, perhaps an issue with cabling or possibly another issue that we cannot troubleshoot remotely. We also note that there is very little data being used with this connection, which is indicative of an issue. It is clear that we are sending the correct amount of power to the home, but it is not being utilized. Having said that, the resolution to this issue would be for us to set up a time that is convenient for you, and send a technician to come to the home and try to ascertain the issue there. There will be no associated cost for the fulfillment of this service call. Please call us at [redacted] and advise our technical support team that a service call needs to be set up, and they can schedule that for you. We have both morning and afternoon appointments available. Thank you for taking the time to write to us regarding this issue. In light of the issues we have credited the account $79.00, the equivalent of 2 month’s charges for internet service. The most expedient means of effectively addressing this issue, is for a call be made to [redacted] to set up that service call. Thank you for being a valued Rise Broadband customer.   [redacted]

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

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com with your concerns. Customers may get notified of changes and updates to their auto payment method by opting in to the feature via our Billing Portal. It is necessary for the customer to select this option to...

enable us to notify of the payment method lapsing. We would be more than happy to waive the late fee, provided that the autopay information is updated to a new active method. Until that method is updated, we will be unable to waive the $8.50 fee. We did go through a rate increase in November of 2015. However, due to the 2-year contract, your service rate did not go up, which is what the contract locks in. Equipment rental and any other associated fees are not included in the price lock-in that is promised with the 2-year contract. In regards to the Early Termination Fee, it is a valid charge and will be applied if the account is cancelled. Per our Terms of Service: “If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $250 Early Termination Fee or the remaining portion of the contract, whichever is less.” The contract on the account does not end until May 2017, making the $250 charge less than what the charge would be if we prorated it for the remaining portion of the contract. We appreciate the time taken to contact us and would like to thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist 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 concerning the equipment fee and we hope to provide a satisfactory response to your inquiry.   Rise Broadband’s records...

indicate we were contacted on 11/20/2017 about the outstanding balance on the account due to the equipment fee. A supervisor was requested and reviewed the account. On 11/22/2017 the decision to waive the outstanding balance due to the delay in picking up the equipment was made and the fees waived. We attempted to reach out to the contact number on file and left a voicemail containing this information.   There is currently an $11.53 credit balance on the account and we have begun the refund process. We will mail the credit balance to the current mailing address on file, [redacted], unless we are contacted within the next few business days to update the email address. If desired, we can be contacted at [redacted]@risebroadband.com and we would be more than happy to update the mailing address for you, or contact us by phone at [redacted] and any Billing or Sales agent would be able to assist with updating the mailing address.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having been a Rise Broadband customer, and we hope the best for you in the future.    [redacted] R. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

Dear [redacted],              ...

                                        ...⇄ 12, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   On June 27th, our technician visited your new property to determine if a service transfer would be possible. As we are a line of sight service provider, we require a clear line of sight from one of our towers to the home where our antennae is installed. The technician determined that, due to a high tree line, we would not be able to accommodate service at the new residence.             After a thorough investigation, it has been determined that the early termination fee of $250.00 is a valid charge and will remain applied to the account. The 2-year contracted term that was agreed upon between yourself and Rise Broadband is specific to the location that was successfully installed at that given time. Although we do offer a transfer of service if a line of sight is established at a new location within our coverage range, we cannot guarantee service anywhere until it tested by a field technician. It is solely at the customer’s discretion to move during that 2-year timeframe and break the contract. This is stated in our terms and conditions for reference at www.risebroadband.com. Due to also offering month-to-month service plans which would allow for a same day cancellation, we stand by our qualification process on early termination fees.   Thank you for your previous service with Rise Broadband. We would be more than happy to provide our services for your internet needs in the future, given a valid line of sight within our network. Thank you once again for bringing your concerns to our attention. Thank you, [redacted] Escalations Specialist

Complaint: [redacted]
I am rejecting this response because:Yes the account is currently suspended due to a past due balance, however that is not the isue here. The information relayed about service issues, by the company is inaccurate. I wouls suggest that they recheck their records and reply appropriately. Or maybe actually contact me as requested.
Sincerely,
[redacted]

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We appreciate hearing feedback from our customers in regard to our customer service. We sincerely apologize if any of your experiences recently with...

Rise Broadband have been lacking. We strive for outstanding customer service and do our best to provide efficient resolution on every case. Again, please accept our apologies for any poor customer service experience or long wait times you have experienced. After an in-depth review of the account, we would like to share the following information:  In the last 3 months our records show that there have been six calls made to our contact center, with three of those calls being made on December 12, 2016. Our technical representative advised that we would need to direct connect in order to provide proper troubleshooting for the issue, and the notes left in the account advise “the customer did not have time to do so right now, will call back later”. Another call was placed later that day, and further trouble shooting was attempted, but not completed. The other 3 calls were billing related. Additionally, we have documentation that on December 14, 2016, a technician visited the home to make modifications.  The technician reports that the router was replaced, and all issues seem to have now been resolved.  We are pleased to see, that after speaking with one of our representatives on December 15, 2016, you reported that the connection had remained stable following the replacement of the router. Unfortunately we will be unable to honor your request of a 3 month or a 6 month refund on the account. In a good will gesture, we have placed a $30 credit on the account, due to a less than satisfactory customer service experience.  Our records also indicate that a credit of $5.12 was placed on the account for the recent down time. As you requested, we have restored internet service to your home and see no other technical issues at this time. Thank you, [redacted], Rise Broadband, Executive Services

Dear [redacted]                         ...

                                        ...⇄ 7, 2016 Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We are without explanation on why it has taken so long for your refund to be processed and sincerely apologize that you had to take these measures to get this matter resolved. Today I have spoken with our Corporate billing personnel, and have insured that payment is now being processed. You can expect a check to arrive in the mail in no more than 3 weeks to [redacted]. Again, please accept our most sincere apology for the duration of time that it has taken to resolve this billing issue. We appreciate your patience as we get this check mailed out to you, and we thank you for having been a Rise Broadband customer. Thank you, [redacted] Escalation Specialist, Rise Broadband

Dear [redacted]...

[redacted],                                  �...⇄                        September 20, 2017   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your inquiry.   We have had the opportunity to investigate your concerns and would like to share the following: In reaching out to our Area Network Supervisor, we have been advised of some recent area network issues (please reference case[redacted]). We have confirmed that this particular issue has since been resolved. In addition, our Network Team has reviewed the surrounding area network, as well as the antenna mounted at your property, and have confirmed that the connection appears optimal at present. We sincerely apologize for any previous issues you may have experienced with our service. In the event that the issues arise again, please contact our Technical Support Department at [redacted] to allow us to conduct further troubleshooting, as necessary.   Although we understand data limits may seem inconvenient, we assure that 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 provided to the entirety of our customer base.   We would like to extend our genuine apologies for any misinformation or unhelpful conduct you have encountered in the past with any of our staff members. We strive to provide an effective and positive customer service experience within each and every customer contact. We regret that this has not been your past experience.   In light of the concerns, we have applied a credit to the account of $49.95, the equivalent of one month of internet service, to exclude taxes and fees.   Thank you once again for bringing your concerns to our attention. We sincerely hope that this information helps to provide further clarification. Thank you for being a valued Rise Broadband customer. Thank you, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive any correspondence regarding this contract because your company had my email incorrect and I did not agree to a contract because I was already struggling to have stable internet connections that I NEED to have for my job working from home.  Please waive this early termination fee for me because I need switch to a company that will help me when I am not getting internet connections and your company did not show support to my needs.
Sincerely,
[redacted]

Dear [redacted],   Thank you for your response. We hope to provide further clarification.   As per our initial response, the congestion is question is actively being worked on. Unfortunately, we do not have an estimated time of repair at this time. Congestion can have many root causes and, while we aim for resolution as quickly as possible, may take an extended period of time to reach full improvement. We sincerely apologize for any inconvenience or frustration this may cause.   Again, thank you for being a valued Rise Broadband customer.   Regards,   [redacted], Executive Services Rise Broadband