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 your service and we hope to provide a satisfactory response to your inquiry.   We sincerely apologize for any...

inconvenience experienced due to the known network issues in the area caused by Hurricane Harvey, and we are happy to inform that we have corrected the tower issues and service has been restored to the area. We understand that the area in which service was being received in was not directly hit by Hurricane Harvey, however the network that provides service to that tower was affected by the wide spread damage caused by the Hurricane.   In light of these issues, we have waived the Early Termination Fee on the account as with that of other Hurricane Harvey victims. The credit for the fee will post to the account within one to two business days. This will leave a $0.00 balance on the account.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having been a Rise Broadband customer, and we wish you the best in the future.    [redacted]
[redacted]
[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. We are not clear what resolution is being sought in this case. The account in question was closed in April, 2017. Based upon our...

research it is noted that prior to that, there had been limited contact with Rise Broadband in regard to service issues. It is apparent to us, based upon the data overages, that the service was working as designed up until the time the account was closed. We certainly apologize for any inconvenience this issue may have caused, however, as the account is now in a closed status, we are unable to perform any troubleshooting measures or understand what the issue may have been several months ago. Thank you for having been a Rise Broadband customer. [redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com regarding these concerns. During select periods of 2015, unlimited data was offered to residential accounts signing into a 2-year contract as a promotion. If, at any time, the service plan is modified, active...

promotions are removed from the account. The 2-year contract does not lock in any promotions that are applied. Our records show that on 4/4/2016, the service plan on the account was changed from a 5mb plan to the 10mb speed plan. At this time, the unlimited data cap would have been removed and the current 300 GB cap was put in place. We apologize if there was miscommunication in regards to this. Unfortunately, we do not offer unlimited data to residential accounts at this time and will be unable to reinstate it on the account in question. In the event that the account is cancelled, the $250 early termination fee is a valid charge and will be applied. Per our Terms and Conditions: 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. If you would like to track your data usage to avoid going over the 300 GB cap, you may do so at any time at [redacted]. There is a $3.50 charge per every 10GB of data overages. At this time, we show that aside from the period between 7/26/2016 – 8/25/2016 during which 348 GB of data were used, the highest amount used was 150 GB between 1/26/2016 – 2/25-2016, which is well within the data limit. We appreciate the time taken to contact us and would like to thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalations Specialist Rise Broadband

Dear Ms. [redacted],      As previously stated, a verbal agreement to a 2-year contract was entered on June 15, 2015 to receive internet services through Rise Broadband. The account was established with a sales representative over the phone where they clearly state all terms of current promotions. Since your son, Brandon Pedelty, was an employee at the time service was set up the $139.95 installation fee was waived and the account was substantially discounted. Additionally, you opted in for paper billing; on this paper statement it notes the services you are paying for as: “Res 10mb-2yr Contract”. Our standard rate for this plan is $56.45; with the employee family discount, your rate was set at $28.22 plus the $1.50 for paper billing at your request, totaling $29.72/month.      I certainly do apologize for any extended hold time you may have experienced, however, I assure you that as a Call Center, we rely primarily on incoming calls and our phone number has never been disconnected.   [redacted], Rise BroadBand Escalations Specialist

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 the account was brought out of collections and that we have giving you credit on your account that brought it to a zero balance. I do show that you also restarted your service with Rise Broadband. If you are still having issues please contact technical support so that they 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

Dear [redacted] Thank you for taking the time to talk to me today regarding internet in your area. I am glad I was able to clear up any confusion on the speeds we offer. Thank you for confirming the address information so that I could look up the towers in the area. As we discussed, the only towers available to service your location would be at the 5mb speed, but those come with a data cap and it sounds like that is not a good fit for your family. I sincerely apologize if this information was not communicated clearly to you by the service technician who was scheduled to do the installation. I am glad that together, we were able to discuss the options available and explore what possible plans may work best for you. As I mentioned on the phone, Rise Broadband is always growing and looking to expand our networks, and there is a possibility that LTE may be available in that area in the not too distant future. I would strongly encourage you to check back with us in 6 months or so and check if we may have faster speeds available at that time. Again, thanks for your time today. It was a pleasure speaking with you. All the best, [redacted] Executive Services, Rise Broadband

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We do recognize that there are some connectivity issues on the equipment. We are currently working diligently to resolve the issue. We apologize for the...

frustration this situation has caused you. The ticket you referenced, #[redacted], remains open. Our network is actively working on a time frame, although we do not have a specific date. While we await an estimated time frame, we have provided you with a $10 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. We sincerely hope to have the matter resolved in a timely fashion and will continue to monitor its progress. Thank you for being a valued Rise Broadband customer and thank you for your patience as we work through resolving this matter. Thank you, [redacted], Escalation Specialist Rise Broadband

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding tracking of data usage, and we would like to share the following;   Rise Broadband makes every effort to be as transparent as possible with our customers, especially when it...

comes to data tracking and overages. Rise Broadband provides ways to check data usage on our website, which will share the current usage and the total monthly usage from the previous service cycle. We also send data alerts via email at 75%, 95% and whenever the data allowance is exceeded and charges are added to the account.   If a customer wishes to dispute the amount of data being tracked, we have several ways of assisting. First, we run a thorough diagnostic on our systems to ensure that we are only tracking one IP address at the service address, and that IP address is singular to the service location. If no duplicate IP addresses are found, we offer a 72-hour shutdown of the service to see if any erroneous data is being tracked. If no erroneous data is tracked and the customer still feels as though we are not tracking the data correctly, we use internal systems to monitor and ensure that the data tracking systems are functioning correctly.   We have checked several times over the last few weeks to ensure that we are only tracking one IP address of service, and each time the results have shown only one IP address. We have also run diagnostics on our data tracking system, and no issues were found. We also recently completed the 72-hour shut down of services, which also resulted in no anomalies found. We have made every effort to identify any issues with our data tracking services, and we have not found issues on our side.   Rise Broadband is unable to provide the names of the internal systems we utilize, as sharing this kind of information publicity can lead to potential electronic security threats to our customers and the company itself.   We do not use information gathered from a 3rd party source for data tracking as there is no way for us to validate what information is being tracked, and what information may not be tracked. We sincerely apologize for this inconvenience.   Rise Broadband is currently in the planning stage on allowing tracking of more specific data usage, such as daily trackers. We are also looking into upgrading the routers we provide to our customers so they come automatically with data trackers and can be reviewed. We do not yet have a timeframe we can provide for when these additional services will be available however.   On 9/21/2017, a Technician arrived at the service address as we had received a complaint about high levels of ping in the evening. When the technician arrived, the service was changed from the North East wedge, also known as Access Points, on the tower to the South East wedge on the tower. This was done to help alleviate the high ping experienced in the evening.  There was no equipment replaced or altered, though slight adjustments to the alignment may have been made.     Thank you very much for being a Rise Broadband customer, and for your patience in this matter,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected]

Dear Mr. [redacted],         Thank you for taking the time to notify us of the concerns you have with your account with Rise Broadband Internet Services.      All necessary information has been gathered from the field technicians as well as...

the supervisor for your area. Although there is a tower closer in proximity to your location, this is not a valid option. Rise Broadband is a line-of-sight provider and, unfortunately, the signal from your location to that tower is restricted due to a large hill and trees. The tower you are currently connected to is the best option for you at this time. This information was in the system from the December 2015 service call and was noted that it was explained to you by the field technician; we sincerely apologize if there was any miscommunication and that information was not clearly presented to you.      Furthermore, in your letter to the Revdex.com you mention that you would like an adjustment on your account for having no internet connection for the past week. Our records show the last technician dispatched to you was February 18, 2016 and on February 22, 2016, you received credits to your account for the down-time after speaking with our Billing Department. Our representatives in the Technical Support Department are trained to pin-point issues and set up a service call if necessary, however, if we are not made aware of the issue we cannot attempt to rectify it. This is a process that must be completed each time there is an issue. A Technical Support representative would be more than happy to assist and can be reached at (1-844) 411 – 7473. [redacted], Escalations Specialist.

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/2015
Dear [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.
In light of our investigation, we have made changes to your internet services as of seven days ago. You should currently be receiving the speeds that you are paying for. Although we would never want to see you go, you're under no obligation to continue your services with Rise Broadband if you choose so. There will not be a cancellation fee if you do decide to terminate.
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]
[redacted]
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE

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: Rise Broadband sincerely apologizes for the level of service that has been experienced while our Network Engineers have worked to resolve the issues at your tower, we understand your frustration regarding this matter. Although we are currently unable to provide a specific date regarding the updates to your tower, we can assure you that our Network Engineers are treating it with the highest priority. As beforementioned Rise Broadband has applied a service discount of $10.00 to your account for the next three months, at which time we are more than happy to reevaluate your situation and extend the discounted amount, if necessary. We sincerely hope that this response provides clarification regarding your additional concerns. We appreciate your time and patience while we work through the tower issues, and for being a valued Rise Broadband customer. Best Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for contacting us again regarding the closure date for your Rise Broadband account. We are happy to provide more clarification. We understand that you are disputing the timeline of events. We have two separate platforms in which our records are kept. Each program is updated each time a customer calls in, and thus  we are very confident in the information previously provided. There are no discrepancies between the two platforms. On April 24, 2017, it is noted we received a call and the notes recorded at that time say, “downgrade to 5mb, month to month plan, transferred to tech support, customer had router questions”. The next call we got was on June 20, 2017 at 6:36pm. Notes state: “[redacted] called in, stated wanting to cancel at the end of the month, advised of same day cancel. Customer no longer wanted to speak to me and the call was disconnected”. To repeat the information again from our original response, we stand by our original comments: Our records indicate that two separate calls were made to our contact center on June 20, 2017. The notes associated with that day reflect that the calls were regarding closing the account. On both occasions, the representative conveyed our policy of “same day cancelation”. An additional call was made on June 28, 2017, in which someone other than you called and was provided the same information. This person was not authorized to add, change or cancel the account as it is in your name only. On July 18, 2017, another call was made and the account was closed. The representative went over the final balance at that time. After the account was closed and charges prorated, the balance remains $75.47. We do see a history of calls requesting information on cancelling the account, but this was not done until July 18. We always strive to provide clear and complete information on all of our calls, and on three separate occasions we advised that we are a same day cancellation company.   Again, we have every reason to believe that our two separate recording platforms are correct. All of Rise Broadbands communications to the Revdex.com are truthful and contain as many details as possible. We keep very detailed records of our interactions with each customer, for this very reason. We are sure of our dates, and regret that you do not agree with them. At this point, our original response remains unchanged. The current balance on the account remains $75.47.   Christine P. Executive Services Rise Broadband

Dear [redacted] Thank you for reaching out to us regarding this matter. I do see on your account that you have been credited.  Credits were placed on your account on January 16 and 18 in the amount of $8.43. Additionally, it appears that a service call is scheduled to look into these issues and to...

resolve them. We have fulfilled your request of crediting you for down times and are actively working to resolve any ongoing issues. [redacted], Escalations Specialist

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. I appreciate you taking the time last week to talk to me on the phone in an effort to resolve the issues you are facing. Rise Broadband acquired the account...

from Node One in November, 2014 ­­­­­­­­­­. At that time, the account reflected a "Wireless Internet Gold" package. The account was converted to a 10MB plan (as this most closely resembles the previous plan and associated pricing therein). While we were only able to obtain line of sight to a 5MB tower within your area, the previous account was translated into our billing system as a 10MB plan. As stated, this was the plan that most closely aligned with your previous package. We sincerely apologize for any inconvenience this has caused you. As we discussed during our conversation on the phone, a service call was set up in an effort to reload your equipment to another tower in hopes of obtaining a better signal. Our technician states that the area is surrounded by tress, the tower is unsafe to climb and after multiple visits to the home, we are unable to provide service to your home unless a climbable tower (taller than the trees) is erected.  Regrettably, this requires a decision be made on your part. The options are; we can lower your price plan to 5MB per month, or you can erect a safe, climbable tower where we can attempt to place our equipment to obtain line of sight. The last thing we want is to lose you as a customer, but if we are unable to provide service to your home, and based on the notes from the technician that is the case, you may need to think about looking for another internet provider. We would love to have been able to resolve this issue for you, but as a line of sight company, it appears that your home is unserviceable at this time. We sincerely apologize for the inconvenience and the frustration this has caused you. We do believe at this time we have done everything in our power to rectify the situation. Please call us at [redacted] in the event that you decide to close the account or if you would like further clarification. Again, thank you for contacting us and for being a valued Rise Broadband customer. [redacted], Executive Services, Rise Broadband

Dear [redacted],        ...

                                        ...⇄ 17, 2016 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns and we sincerely apologize for the ongoing speed issues that you are experiencing in your area.  Please be advised that Rise Broadband does not, under any circumstance, throttle speeds. We do not impose data limits upon our grandfathered packages, nor do we throttle them for any reason. We do acknowledge your concerns in regard to not wanting to upgrade. In the event that you were to upgrade, you would lose your unlimited data. There have been several recent network issues in your area that appear to be the likely source of the speed issues referenced within your correspondence. First, our network team discovered an equipment issue in the area that necessitated rerouting bandwidth while they worked to resolve the issue. This issue has since been corrected. Secondly, our network team is working to offload customers from one of our local sectors, which should further alleviate speed and traffic issues within your area. Please reference cases [redacted] and [redacted]1 in the case you need to call in at [redacted]. The second issue will be completed over the next couple of days. Due to these issues we are adding a discount of 10 dollars off of your bill for the next three months. We hope that this helps to alleviate some of your concerns.  We appreciate you being a Rise Broadband customer and look forward to providing you internet for years to come. Again, thank you for contacting us regarding this matter and allowing us to address your concern.  [redacted], Escalations 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.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 7, 2015/09/24) */
Please cancel. Resolved

Complaint: [redacted]
I am rejecting this response because: There is "nothing" to work out. I was jerked around several times. I refuse to pay for a tower to sit there on my property that does nothing for me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You're making excuses of why you shouldn't pay back the money you intentionally overcharged me. The position of my satellite has not changed since installation. It has always been running off a tower that can only provide 5 Mbps speed. The "insufficient documentation" deflection conveniently ignores that fact. You're lying to me if you claim that no one at Rise Broadband knew I was paying for 10 Mbps and getting 5. That shows your customer service policy is essentially to rip people off until they notice. I have a copy of the service call "receipt" I received upon the last visit on 5/16, which was with the same technician who installed at my house. Notes state "can't keep 10 meg plan company wants this on 5 meg only." My internet is also currently down, so I get to reply on my phone. Thanks again for your impeccable service reliability. I will not accept your so-called gesture of goodwill that only offers 1/3 of what I'm owed. I reiterate that $90 is the amount I was over charged and that I am requesting. I will never be happy with your thoroughly deceitful company, but I would consider the matter closed upon receiving the refund I'm rightfully owed. Until then, I will gladly share my experience and your shady business practices to anyone and everyone I can in this area and beyond. It is beyond comprehension that you're putting my future business and the multitude of people I will share my experiences with over a measly $90. That just shows that your company's greed runs deep. 
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding slows speeds, and we would like to share the following;   After thoroughly reviewing the account, Rise Broadband has found there has been slight congestion from between 8PM to 12AM, local...

time, that was identified October 16, 2017. This has been escalated to our planning team so we can resolve the congestion. There is currently not a timeframe we can specify as to when the congestion will be resolved, and we apologize for the inconvenience.   Our records indicate that our Technical Support team has been contacted on March 4th, October 25th and 26th, and November 26 in 2017 and once since the start of this year on February 22, 2018. There was only one time when slow speeds were mentioned, on October 26, 2017. Rise Broadband is an up to speed provider, and while we do try and get as close as possible to the maximum speeds we offer, we cannot guarantee full speeds at all times. If slow speeds are experienced outside of these hours, we strongly recommend speaking with our Technical Support team for additional assistance. (made some adjustments. I spoke with [redacted] about getting verbiage from her, but the stuff she sent over was for issues that have already been resolved and didn’t know what else you may have been referring to.)   Rise Broadband is a Fixed Wireless Internet Service Provider, and we dispense our services via wireless frequencies. The allowed frequencies are designated by the FCC, and these frequencies are shared for both private and public sectors. When too much information is broadcasted over these frequencies, it will cause them to become saturated, or overloaded, which can then cause service issues, such as packet loss, slow speeds or even intermittent connection in severe cases. Over the last few days, we have noted frequency congestion in the local area and our Network Engineering team is currently running a Spectrum Analysis to try and find a less used frequencies that we can change over to alleviate the issues. In light of the congestion experienced, we have provided a Temporary Service Discount, which will provide a $10.00 credit for three consecutive months, which will prorate to the account overnight.   Thank you very much for having been a valued Rise Broadband customer, and we hope to continue doing business with you moving forward.   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com