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.
Sincerely,
[redacted]

Dear [redacted]...

[redacted],                                  �...⇄ March 30, 2016      Thank you for contacting Rise Broadband concerning PC Care. It is noted that you called in yesterday, March 29, 2016, and had the service removed from your account. You will no longer see this on your billing statements or accrue any charges for it.      Rise Broadband introduced PC Care as a convenient way for customers to have access to two months of PC support as a free trial offer, followed by an affordable option to maintain it if you chose. We are gradually rolling this out to all customers and we greatly value your feedback on the matter, as this helps us understand how it is being received. It was presented in an effort to provide the service to those who find great value in it but otherwise would not have known to “opt in”, thus giving everyone the opportunity to take advantage of the service during the free trial period. Many have found this service to be very helpful and affordable, but we do understand this is not for everyone. Our customer care team makes opting out of this feature an easy alternative for those who decide the service is not something they wish to utilize. Again, we sincerely appreciate your feedback and we will take your suggestions into consideration. Thank you for being a valued Rise Broadband customer. [redacted], Rise Broadband Escalations Representative

Dear [redacted] Thank you for contacting us through the Revdex.com so that we may address the issue of potential damages and our Early Termination Fee.   We have a damage report from the damage done at your property on October 17, 2017. In the report from the Area Field...

Supervisor, he indicates that our technician damaged some PVC pipe and temporarily fixed it using tape. In this report he indicated that the cost to repair the damage would be between $25.00 and $50.00. We sincerely apologize for the damages to your home.   We recognize that there have been concerns with the service you have been receiving. We apologize for any frustration this has caused. We value you as a Rise Broadband customer and wish to honor your request to cancel the account without penalty. Please call us at 844-411-7473 and speak to one of our customer care professionals so that they may close the account and arrange a time for our technicians to come and remove the equipment from the home. Thank you for being a valued Rise Broadband customer.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  I'll accept the outcome but his response is all eye wash.                        As I said I'll accept the end result as they did fix my bill as what lit will be going forward .However his response is all eye wash as I was never notified.!!!!!!!!! I don't appreciate being called a liar. I do know whee I live in the county!  Their customer service is terrible, and they won't let them do anything to solve a problem. Now they changed their mailing address for billing starting the 16 of June 17 and I just get a statement today July 18 17 telling me of the change. Seems they need someone higher up to see this kind of problem doesn't happen.  Next they'll   be sending me a notice that I didn't pay this months bill which I sent the 14th of this month .Time will tell on all counts! [redacted] G [redacted]         th3y

Dear [redacted], Thank you for your response. We hope to provide further clarification regarding your concerns. Per our original response, it does not appear that our company picked up the missing equipment mentioned in your complaint. While we cannot say for certain what happened, we do not remove equipment without prior notification, and would not remove equipment from a location with an active account. In addition, we will not terminate services unless requested or in the event that an account has reached a delinquency status of 75 days or more. It is not our policy to remove equipment without notification. The terms of the contract guarantee the agreed upon service plan pricing for two years. It does not guarantee any promotion in the event the account is modified. While we apologize for any miscommunication regarding this, we are unable to apply inactive promotions to an account. Again, thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services 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.
Sincerely,
[redacted]

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: We are sincerely sorry for the level of service that was being...

provided, we understand that because of the interference issue that was later discovered, the speeds were less than optimal. We appreciate the opportunity that was given in allowing us to send a technician one more time, in hopes of improving the signal. Unfortunately, that was still going to be less than optimal, therefore helping us conclude that the decision to cancel the account would not result in the $220.00 early termination fee. In light of your concerns we have refunded one month of service (excluding taxes), as well as the installation fee for a total refund in the amount of $ 105.00. Rise Broadband recognizes that the speed issues experienced were issues outside of control. We sincerely hope that this response resolves the matter, and thank you for having been a valued Rise Broadband customer. Kind Regards, [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Per our records, a refund amount of $34.71 was processed on 9/2 and subsequently mailed to [redacted] on 9/14. The refund...

may take several days to arrive as it is sent via USPS. Refund checks are issued within 4-6 weeks of equipment pickup. We were unable to complete this equipment pick up until 8/29, which caused a delay in the check being issued. We apologize for any inconvenience. We will be unable to provide the request of interest at a 5% rate. The full check amount will be the aforementioned $34.71. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:There has been NO documentation or disclosure of this fine print up to this date. I also provided a statement of services agreed to  and not a bill."The reason the Early Termination Fee shows as “0.00” on the reflected statement is because there is not a charge for the Early Termination Fee unless the contract is breached. You will also notice that the installation also shows $0.00, as there was no charge for installation due to the promotion that was signed up for. Our installation fee normally $149.50.  There has been absolutely no changes made to the contract or service since it was first installed."   This is my whole point that the initial promotional package and terms I signed up for have been altered.The $0.00 amount for install is on the SAME "statement of service agreement" as the $0.00 early termination fee for the SAME promotional package. Wouldn't this all be one package deal that we agreed to, or at least disclosed on the statement of services. Of course there shouldn't be charges on a statement of services. This is a statement of services that ensures the end user what they signed up for, and not the invoice/bill that shows any charges made to the account. The statement of services should also disclose this contingent information but as you can see it does not.  The way I am reading this "service of agreement" (not invoice) is there is no installation fee or early termination fee, breached or not breached. Hard to tell with out any disclosure or transparency so I have to go off of what I received as a statement of services agreed to.There is no small print or terms on any of the provided documentation I authorized that validates alteration of the initial statement of services/contract. Those are important terms that need to be disclosed in my initial contract and all you have provided  is a "job receipt." Also Mr. David, you are trying to correlate a service statement and a bill. These are two different types of documentation and the service statement I received shows what we had agreed to. No where on there does it disclose any information about how early termination fees can be applicable to my account for the promotional BUNDLE I agreed to. Those installation fee terms and early termination terms are stated simply as a $0.00. with no other indication on my service agreement. 
Kind regards,
[redacted]

[redacted]Having looked into your account, we saw that the tech did report water damage to us the day the equipment was picked up. We have it in his notes and ours that the equipment was checked, as all equipment is, and found damaged. Our techs are trained in how to assess the equipment and...

are the final say on whether there is an issue or not. Under our terms and services, we state that only a technician is  allowed to install, modify, or remove our equipment. Those terms can be found at our website, at the bottom of the page under information -- broadband terms. We also have on record a call on the 22nd of July where we explained the charge that was place on your account on the 15th of July. Given this information the 300 dollar charge to your account is valid.[redacted], Escalation Representative

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. In regards to your service, the last time we received a call regarding slow speeds was on 5/31/2016. At this time, you reported having a 4.75 Mbps...

download speed, which is well in range of the current 5 Mbps plan you are on. If you are interested in upgrading your speed plan, we offer up to 15 Mbps in your area. Please note that all upgrades and service connections are line of sight permitting due to the nature of the service.  An additional call was made on 8/10 regarding intermittent connection; it appears that the problem was resolved while on the phone with our technical support representative. The aforementioned call was the last we have received regarding your connection. If you are experiencing issues, we suggest calling in to our technical support line at [redacted] in order to troubleshoot. The decision was made to offer our PC Care service as an added benefit in which many have found to be a valuable option; we do recognize, however, this is a service not everyone will maintain. A letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a 2 (two) month free trial period. This trial is also communicated on customer statements, which are visible at any time at www.risebroadband.com via the Billing Portal. Within the initial 60-day trial period, customers may utilize the service free of charge or contact the Call Center to have the plan removed from their services. After the plan is removed, the customer will not see a charge associated with it. Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services as of 9/21. You will see no charges for this going forward. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear Ms Roeser,Thank you for your concern regarding slow speeds. We apologize for the impact that the slow speeds and service plans are causing.We are striving to always improve the performance of our Access Point-Tower and matching the services to the customer needs.We are...

pleased that you have accepted our 1 months service credit. The service credit will be applied to your account.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

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]

Dear [redacted]      Thank you for taking the time to address your concerns with the Revdex.com so that we may look further into them and provide assistance and/or clarification.      After a review of the account, it is noted that a call was placed on June 10th to...

cancel the account due to reliability and financial concerns. Our retentions agent offered various options to lower the monthly bill as well as the option speak with a technical support agent in regards to your service, both of which were declined and the cancellation was made final.      Currently the final balance on the account is $111.00, and we unfortunately will be unable to remove the total amount. We show that your account was active until June 10th, when the cancellation call was made. We do apologize for any miscommunication, but we do need the account holder to call in, in order to have the account cancelled, as this is how we verify the account is being accessed and cancelled by the owner. We do, however, understand the confusion and would like to offer a $48.69 credit that will bring the final bill down to $62.31. We understand this is not completely what the desired resolution is, but again, the account was active until June 10th.  We do give a 90 day grace period for these final payments to be made.      We greatly value your previous service with Rise Broadband for your internet needs and would be more than happy to welcome you back, should you choose to utilize our services again in the future.   [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]

Dear [redacted], We thank you for sharing your unlimited plan concern with us. Your concern has been noted. We apologize forinformation not being fully shared when changing plans.We have researched the concern regarding going back to your previous plan.Unfortunatelywe don't have...

any residentialplans that offer unlimited data usage. However, we have a 2 yearresidential plan that have some offerings that may be beneficial for your needs. The data allowance will increase to 250 GB versus the 150 GB that you currently have. Based on your data history, we don't have much information about your usage reaching 250 GB. You can log in to our web site RiseBroadband.com and login to monitor your data usage so to avoid any data overages.The price for a 2 year plan is $47.45 compared to $50.45 for a month to month plan. This is a $3.00 savings.We welcome a call from you to ###-###-####, Customer Solutions, to discuss youroptions. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.  Kind Regards,[redacted], Escalations Team  Rise Broadband

March 2, 2018 [redacted]
*   RE:  Revdex.com – EFT Dispute   Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service...

issues.   It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that has not been consistent with your experience. I appreciate the time you took last week to discuss your concerns over a call with me.   Rise Broadband has identified an issue with the tower that causes slow speeds at times. We sincerely apologize for the inconvenience and understand your frustration regarding this matter. At this time, we are unable to provide a specific date regarding upgrades to your tower but we can assure you that our Network Engineers are treating this with the highest priority.   Due to the ongoing issues in your area, we have applied a $10 service discount to your account. This discount is good for 3mths, at which time we are happy to reevaluate your situation to extend this discounted offer if necessary. There has also been a $30 goodwill credit applied to your account as well.   Lastly, in the event you decide to discontinue service with Rise Broadband due to unresolved services, we will release you from your contract and waive the $250 Early Term Fee.   Thank you for your time and patience while we work through the tower issues and for being a valued customer.   Best regards,   [redacted].   Rise Broadband Executive Services

Dear...

[redacted],                                  �...⇄ August 11, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   On August 8th, 2016 we dispatched a technician to your property to evaluate your connection. He realigned your radio antennae and obtained the best signal he could at that time. Additionally, our area network supervisor is working to reach a resolution for realignment of your connection to one of the new towers within the area.     We have applied discount of $10.00 off for the next three months as a credit for the inconvenience.   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.   Thank you, [redacted] Escalations Specialist

(The consumer indicated he/she DID NOT accept the response from the business.)
My request for better service goes back at least three years now. This is what I would expect from Rise/Digis... look into the issue just enough to get by, but fail at correcting the problem.
Rise/Digis Technicians who have come to my house to troubleshoot have even told me that the access point I'm connected to is over populated with users. The Digis Exec group in Utah told me that they know of the bandwidth constraints on the tower I connect to, but infrastructure is simply overloaded until upgrades can be made.
Really look into the history of my neighbors and myself being customers and you'll see the reliability issues we've reported over and over and over again for months and years.
Hopefully the Weber County Economic Growth department can assist with bringing in a reliable "wired" ISP to our area. If they do, Rise/Digis will loose an entire neighborhood of customers from their monthly billing. This could have been an easy infrastructure upgrade to meet the needs of customers who reliably pay for services we do not get.

Complaint: [redacted]
I am rejecting this response because: This is the exact same scenario I've received every time I've contacted Rise. I get passed off to tech suppor., I have to make myself available for a tech to come to my house only to be told that my equipment is fine, and there's nothing more they can do.    I have made several more calls to rise than what you're indicating and I can tell you for a fact EVERY technician, both over the phone and in person, have told me it's not the equipent on my end.  Having another technician come out and change a part just to pretend you're doing something to fix your problem isn't really addressing the problem, it's patronizing the customer (me).
Sincerely,
[redacted]