Rise Broadband

Dear...

[redacted],                                  �...⇄ July 10, 2017   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We have reviewed your account and would like to share the following.  We have noted that the autopay was removed from the account on July 5, 2017: following a debit of $107.14 for the most recent payment. Please be assured that the autopay has been shut off to avoid any further payment debits going forward.   We genuinely apologize for any unprofessional behavior you may have encountered with any member of our staff. It is always our objective to provide an efficient and exemplary customer service experience on each and every call. We genuinely regret that this has not been your experience.     In light of the inconvenience you have experienced, we have applied a month of service credit to the account totaling $27.62. In addition, in review of the recent issues service issues you referenced, we have placed an additional $10.00 off per month on the account, for the next three months. This will provide a collective total credit of $57.62 on the account.    Thank you once again for bringing your concerns to our attention. We hope that our response helps to provide further clarification in regard to your concerns. Thank you for being a valued Rise Broadband customer. Thank you,   [redacted]
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Dear [redacted], We sincerely appreciate you taking the time to bring your concerns to our attention, in regard to your Rise Broadband Internet Service. Thank you for reaching out to us with your concerns regarding speed levels, network performance, PC Care and Early Termination Fee (ETF).  We...

appreciate you affording us the time to have a service technician out to your location on November 1st. We did follow up with a phone call to verify that the service was performing to your expectations.   We were pleased to learn that the service call successfully resolved your previous connectivity issues.   We have removed PC Care Support from the account. You should not be seeing any charges associated to your account going forward. We have applied a credit of $17.98.Unfortunately, as we have discussed, we are unable to waive your Early Termination Fee (ETF) if you elect to move to another provider. We have provided a copy of your email order noting the services for the residential 5 mbps plan, to include the 2 year contract. The 2 year service agreement information is also referenced on your monthly statement. In addition, you weren't charged an installation fee.  We sincerely hope this information provides clarification on your concerns. We value you as a customer and sincerely appreciate your continued support and service with Rise Broadband.  Kind Regards,     Jerry, Executive Services Representative Rise Broadband

Complaint: [redacted]
I am rejecting this response because:It does not resolve the issue in any way.  I do not want to be 'opted in' to anything without my express approval.  Their campaign is a good way to get consumers to start paying for something that they did not ask for and do not want, as we all know that people do not always read their mail or email.  It is ok to provide a free trial period, but no one should be charged for something without their express consent.  In addition, this is only the first campaign, and the business stated to me that there will be more add-on services that they will automatically opt me in on, and I will have to carefully watch my mail and email to make sure I don't get charged for anything that I don't want.  This is simply unacceptable.
Sincerely,
[redacted]

Dear [redacted]...

[redacted]                                   ...⇄ July 14, 2106 Thank you for contacting us regarding the issue of not receiving your Roku. This has to have been very frustrating for you and we certainly apologize and I am not entirely sure why this did not happen. I looked into it and found that it was mailed on July 7, 2016 and you should have received it by now. I am currently looking for the shipping details, but do not have them at this time. I will check with you in a week or so and insure that it has been delivered. At this time I have no explanation on what held it up for so long, but we certainly do apologize that it has taken this long to get this issue resolved for you. I apologize for the long delay and appreciate your patience while we worked to get this matter resolved. Thank you very much, [redacted], Escalations Specialist, Rise Broadband

Complaint: [redacted]
I am rejecting this response because: [redacted] from Rise stated that since they are a line of sight provider that they cannot guarantee service to all people in all locations yet the service I have was originally installed by skybeam internet many years ago and I did receive the subscribed service level until rise bought skybeam a few years ago and took over. And at first from Rise I did receive the subscribed service level so as a line of sight service I KNOW FOR A FACT that 15mb internet is possible at my locations because I have had it for years here from this company. as for the offer to lower my speed plan and data cap, the service I receive currently does not even equal 10% of your lowest tier of service, as a up to service as you claim when you sell your service in tiers the acceptable range is 60% of your subscribed tier. so how will lowering my speed plan help when you cannot even deliver 10% of the lowest subscribed tier? as far as large amounts of data being used, prior to your technician coming out and moving me from one overloaded backhaul to another overloaded backhaul during off peak hours I could actually get 1 to 3mb so I scheduled software updates and downloads during the middle of the night and would have to get up in the middle of the night to get any work done. since your technician moved me to the other overloaded backhaul my speeds even during off peak hours are under 1mb sometimes as low as dial up speeds and with significant packet loss so it effectively makes it impossible to do anything. Since Rise broadband took over for skybeam I have logged so many hours on the phone with rise tech support and billing that if rise were to compensate me one dollar an hour for every hour on the phone with them it would almost pay for a years worth of service. But rise puts no value on my time. I worked in the I.T. industry for almost 20 years dealing directly with internet and telecom so I am not the average consumer and know when the someone is pulling the wool over my eyes. The long and short of it is I have had 15mb service at this location before Rise committed fraud and continued to oversell capacity and I want it back. or a refund of all service charges for the last year due to lack of service delivered and for the substantial number of hours I have logged on the phone with Rise trying to resolve this issue. My time is just as valuable as yours and your company has robbed me of a lot it. Your company is actively committing FRAUD by selling a service you cannot deliver.

Dear...

[redacted],                                  �...⇄  July 21, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   A service call was dispatched out on July 14th in an effort to relocate your signal. As we are a line of sight provider, we were unfortunately not able to move the signal to the new tower, due to a high tree line. We have noted that a credit in the amount of $89.95 was previously provided on the account on April 15th. Additionally, we have applied a two week credit totaling $44.15 that will reflect on your next bill cycle, due to your tickets with regard to the issue in July. Due to concerns about line of sight in your area, we have also asked that our Enterprise Sales team proactively reach out to you to offer possible alternatives to your present package. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. We here at Rise Broadband hope to have the opportunity to continue to serve you for many years to come. Thank you, [redacted] Escalations Specialist

Dear [redacted]...

[redacted]                                   ...⇄ July 18, 2016 Thank you for taking the time to notify us of the concerns you have in regards to your service with Rise Broadband and the early termination fee (ETF) associated with cancelling your account. Your 2-year contracted agreement is confirmed in several forms.  Our contracts are verbal, and the 2 year commitment is confirmed with our Call Center Representative.  The service(s) you are paying for is also indicated on your billing statement each month. Excerpts have been included to show exactly where this information can be located. You may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.com. These terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completed. This account was created in June 2105. As part of the 2 year agreement, there was no installation charge associated with this account. Below please find a summary of your monthly charges. We recognize that the bill for this account is paid by automatic withdrawal, but this information is available to you at Risebroadband.com. At this time we have determined that the $250 ETF is a valid fee and we are unable to waive it. We value you as a Rise Broadband customer and would like to continue to be your internet provider. One feature that is on this account is unlimited data. This is a plan that Rise Broadband no longer offers and is unavailable to any new customer. If you do make the decision to seek out another provider, it might be beneficial to you to investigate their data caps. Rise Broadband, Corporate Escalations

Mr. [redacted],Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet. When I looked at your case notes it showed a trouble call setup along with the service credit. After looking into your account further we are willing to setup a service call to see what else we can do to help your service out. We will not be able to wave the Early Termination Fee. How ever the temporary service discount can be applied and we can setup a service call and work on getting your speeds up.

Dear [redacted], Thank you for contacting us via the Revdex.com. We appreciate the time taken to correspond with us regarding this matter. We sincerely apologize if you have experienced longer than normal wait times. This is an issue we are aware of and working diligently to...

resolve. Additionally, you can send an email to [email protected], if you cannot reach us by phone. The correct number to call for technical support is 844-411-7473 After reviewing the account, we see that the last time a call was received regarding this account was in August. Prior to that, there is quite a bit of history of calls regarding slow speeds and no connection. Currently we are seeing no issues from the tower, although a major issue was resolved in early November. It is our sincere hope that you are seeing improvement since those repairs have been completed. Our records also indicate that you worked with our Social Media Team in February and was noted on February 22, 2017 “customer says service is much better and this case is resolved”. What is not reflected in the account is any monetary compensation for time when there was no connection. Based on the call records, we are happy to apply credit to the account of $91.90, which equivalent to 2 months internet charges. You will see this credit applied on the next billing statement. Again, thank you for contacting us and always feel free to call or chat in if further issues are experienced. Thank you for being a valued Rise Broadband customer. [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for contacting us through the Revdex.com. We appreciate the opportunity to attempt to resolve this matter for you.   We sincerely regret that we are not able to provide internet service at your location. Please be aware that this has nothing whatsoever...

to do with [redacted]. We happen to be running a special, offering [redacted] as a supplement to our internet plans. We do work with [redacted] and offer their services, where available.   Rise Broadband is always looking for new customers and would love to be able to provide service at your location. We use two separate platforms when we attempt to obtain service for a customer. In this case, when we put the address in, both platforms quickly indicated that we cannot provide line of sight service to this location.  We apologize for any misinformation that may have been conveyed to you in any communications with Rise Broadband.   We often run advertisements and promotions in a wide area. As a fixed wireless internet provider, we can never guarantee that we can provide all services to people in a particular location as we must be able to obtain clear line of sight from the service location to the tower. To provide service at your location, we recognize that it would be a very poor connection and that it would lead to further frustration, as the service delivered would be nowhere near what you’d be paying for.   We thank you very much for your interest in Rise Broadband and wish that we were able to be your internet provider. Regrettably, we are currently unable to meet your needs. Perhaps in the future, as we grow and expand, we will be able to provide service at your location.   Thank you again for contacting us and thank you for your interest in Rise Broadband internet services.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Initial Business Response /* (1000, 9, 2015/10/14) */
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 issue gets rectified and that we are able to...

provide the best solution possible to your inconveniences.
It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customers.
Our Infrastructure team is working diligently on upgrading our network, however, this can be a timely process and has some budget restraints as well.
Our records show that you have canceled your account with us. I sincerely apologize for your inconveniences, we hate to see that you have left our company.
If you should decide to change your mind, we would love to welcome you back and provide a better customer service experience to 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.

Dear [redacted], Thank you for contacting us via the Revdex.com. We appreciate the opportunity to address these issues. After thoroughly researching the issue, we would like to share the following information with you: The tower from which internet is provided to your location is...

3.85 miles from the residence. Our systems provide information that show that this is the only tower we have available in the area that would be able to service this location. There are multiple towers in the area, however, some are quite far away and would not prove to be a good option. The tower that provides service to you offers speeds up to 15mbps, and is very capable of delivering the 5mbps currently on the account. There are currently no known issues at the tower site. Everything is working optimally. Our records indicate that no service call has been requested or performed at the location since September 22, 2014, nearly three years ago. It is not uncommon to see a dish be slightly out of alignment, especially after such an extended period of time. There may be other issues as well, and we have no way of determining what those might be unless we send a technician out to see. This would, of course, be at no cost to you. We would ask that you call us at [redacted] to set up a service call at your earliest convenience. We are confident that this will alleviate most of the issues that you are currently experiencing. Thank you for being a valued Rise Broadband customer. We look forward to being able to improve service for you, once we are able to send a technician to do any needed repairs. Thank you, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted] We are sorry to learn that you have rejected our response to the Revdex.com. We are happy to go over the details again on why we cancelled your account and why we are standing by that decision. As previously stated, we are aware and pleased that we were able to restore service to your location.  We are aware that we resolved all the technical issues involved. Your account has been marked “unserviceable”, not because we cannot provide internet to your home. We know that we were providing it and that we currently could provide it. In our previous correspondence with the Revdex.com, we went over the amount of credits we applied to this account. The speed issues were resolved but at that point it was your decision to not pay the bill. The reason the bill was so high is because there was an unpaid balance from previous months, as well as late charges.  You will receive a check in the amount of $86.49 within 6 weeks. It is a factual statement that we did inform you that the service we were providing at that point was “as good as it was going to be”. We are a line of sight internet provider and thus cannot provide service to every location. Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service delivered. The speeds we were providing were unsatisfactory to you but was the best service we could provide to your particular location at that time. Rise Broadband has deemed your account “unserviceable” due to the nature of the repeated calls into our Contact Center. We chose to not subject our employees to the continuing abusive and insulting statements that have been observed by listening to the recorded calls. The job of our employees is to assist customers, not to be continually berated and harassed. It is for this reason that the account was closed and will not be reopened. Our customer service representatives, and in particular any Supervisor or Escalations Representative are held to a very strict standard, and any “rude” comments from these individuals would have been clearly heard and addressed. Our employees maintained a professional attitude during all of the calls. The last Supervisor you spoke with has a stellar reputation and after again reviewing that call, at no time was he rude or disrespectful in any manner.   The decision to travel to another area or use other means of obtaining internet service were yours alone, and Rise Broadband does not provide compensation for items such as this and we do not reimburse for travel. Again, thank you for your time in writing to us. Thank you, [redacted]

Hello [redacted] I sincerely apologize if my communication with you was not clear. You are correct in saying that I did not provide you with clear documentation. I regret not having sent that to you in my original response. As you know, our contracts are verbal, and we do not have any form of signature from you and therefore we have made the following decision. Originally, you were on a 6 month promotion, which gave you pretty good savings on internet. However, I have no proof that anyone ever told you that at the end of that 6 months, your account would then enter a 2 year contract. Typically, our installers will gather a signature and on that document, and we have a signed contract. Additionally, we send out an email before the installer comes out to do the install. This email details the terms and prices of the contract.  I am not showing a record of these emails. I do see at one point you called in to update the email address and perhaps there was some confusion there. But the point remains, you really have nothing in writing. Below is a list of when we tried unsuccessfully to send emails to you. Unless otherwise stated in a specific promotional offer detail, all Rise Broadband residential Internet service orders are subject to a standard installation fee of $149 and equipment rental fee of $7.50 per month. In addition to any applicable taxes, each order will be assessed a monthly recurring carrier cost recovery fee of $2.27 per month. Two-year service contracts may be subject to a $250 Early Termination Fee and one-year service contracts may be subject to a $125 Early Termination Fee. All this being said, here is where we stand today. Unfortunately we cannot honor your request for call transcripts. Those are the property of Rise Broadband and we do not release those. Records indicate that you have been credited for all charges that were billed during the time period between the time the 6 month promo ended and the 2 year contract began. On 6/11/2016, the account was credited for $114.32 and on 6/23/2016 again for $79.47. So the billing part is right, you did not over pay during this period. The part we need to decide is the 2 year contract part. My records indicate that you called in on 6/11/2016 and wanted the 2 year agreement. If you feel that there is too little documentation or written information, we will let you out of the 2 year contract and obviously not charge you the $250.00 Early Termination Fee. Your plan right now for a 5Mbps is $39.95, plus equipment rental of $7.50 and the managed router at $6.99 a month. If you would like to go on a month to month plan, where no ETF will ever be charged, your rate would be $42.95. The option is yours. We are trying to provide you with a solution that works best for you, since we cannot provide you with the written documents you are asking for. I am going to leave your account as it is for now, however, I will be putting my notes in there indicating that if you call in (844-411-7473) and wish to be taken off the 2 year contract, anyone you speak to will be able to do that for you. Alternately, you can email [redacted]@risebroadband.com and this department can make that arrangement as well. Please accept my sincere apologies if my original response was less than informative. I am trying to give you options and letting you know that we do take your concerns seriously. Respectfully, [redacted], Escalations Representative

Dear [redacted],Thank you for taking the time to bring forth your concerns with Rise Broadband to the Revdex.com so that we may provide assistance and/or clarification. You are set up on our 20MB monthly service plan; this is 20MB download and 4MB upload speeds. Keep in mind, due to the nature of the service...

we provide, we are an “up-to” speed provider and those cannot be guaranteed. This information can be found in more detail on our website www.risebroadband.com under our Terms and Conditions section. On May 23, 2016 credits were applied to your account in the amount of $13.66 and $1.70 for outage cases that have been resolved as well as receiving a temporary service level discount in the amount of $10.00 beginning October 2015 to current; totaling $95.36 in credits received. I sincerely apologize for the frustrations that have resulted from these recent events and have applied an additional credit to your account in the amount of $20.00 for the poor customer service you have received. This, in addition to the previous adjustments now amounts to $115.36. An order was placed for the necessary equipment to rectify your issues, however, this was on a back-order with the vendor therefor we were unable to provide an ETR. That equipment is now in stock and we are pending approval from the site owner to perform the work. Once this approval is given, it will be a fairly quick repair time. Our tentative ETR at this point in time is the first week of July; approximately three weeks. Again, I would like to thank you for bringing this matter to our attention and allowing me to assist. We greatly value your continued support and service with Rise Broadband for your internet needs and thank you for allowing us the opportunity to provide a more positive customer service experience for you in the future. [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 had the opportunity to research the complaint and would like to share the following information with you. This account is...

currently on a 15MB plan, which has a data cap of 250GB. Each month the data cap is exceeded and billed accordingly. There have been consistent and steady increases in the amount of data used for at least the previous 6 months. Although we understand data limits may seem inconvenient, these restrictions are put into place for the benefit of all customers within our network. At this time, we do not offer unlimited data plans to residential customers. We understand that there may be cases in which the data cap is exceeded, and an overage charge of $3.50 is applied per 10 GB of data overage. In order to help prevent unwanted overage charges, we send courtesy emails once 75% and 95% of the in place data cap has been reached. We also offer data monitoring on our website, which is updated every 24 hours. On line gaming is a large consumer of data, and the settings on [redacted] can be changed to “standard definition” rather than HD, and this will help save data, as well. We do offer a higher data limit for accounts that enter into a 2 year contract. This would allow you to keep the speeds you currently have, but increase the data limit from 250GB to 350GB. Our contracted accounts also enjoy a lower monthly rate. If you would like to take advantage of this offer, please call us at [redacted] and one of representatives will be happy to go over the details of our 2 year contracts with you. After a thorough review of this account and the data overages, we find that there are no “bogus” charges. The charges for data usages are valid, and are based on the amount of data used per month. Thank you for contacting us regarding data overages, and thank you for being a valued Rise Broadband customer.               .

Dear [redacted] Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns.   At this time, there are no known issues with the tower that provides service to your location.   We utilize a tool within our system to see an...

aerial view of your location. From the information that we see today, there are a large amount of tree’s at and near your home. As a line of sight provider, trees prove to be a huge hindrance in providing optimal service. We are unable to say with certainty that this is the issue. We would need to schedule a service visit, and let the technician ascertain if this is a line of sight issue or if there is something else going on.   We are more than happy to arrange a service call for you. Please respond to the email address below to schedule that. Alternately, you may call us at 844-411-7473 and any of our representatives will be able to schedule that appointment.   In light of the slow speeds you may have experienced recently, we have placed on the account a $10 credit per month for 3 months, for a total credit of $30.00   Thank you for contacting us regarding this matter and we look forward to being able to send a technician out as soon as possible. Thank you for being a valued Rise Broadband customer.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com    Dear [redacted]Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns. At this time, there are no known issues with the tower that provides service to your location.  We utilize a tool within our system to see an aerial view of your location. From the information that we see today, there are a large amount of tree’s at and near your home. As a line of sight provider, trees prove to be a huge hindrance in providing optimal service. We are unable to say with certainty that this is the issue. We would need to schedule a service visit, and let the technician ascertain if this is a line of sight issue or if there is something else going on. We are more than happy to arrange a service call for you. Please respond to the email address below to schedule that. Alternately, you may call us at 844-411-7473 and any of our representatives will be able to schedule that appointment.  In light of the slow speeds you may have experienced recently, we have placed on the account a $10 credit per month for 3 months, for a total credit of $30.00 Thank you for contacting us regarding this matter and we look forward to being able to send a technician out as soon as possible. Thank you for being a valued Rise Broadband customer. Christine P.Executive Services | Rise BroadbandPhone: [email protected]    Dear [redacted]Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns. At this time, there are no known issues with the tower that provides service to your location.  We utilize a tool within our system to see an aerial view of your location. From the information that we see today, there are a large amount of tree’s at and near your home. As a line of sight provider, trees prove to be a huge hindrance in providing optimal service. We are unable to say with certainty that this is the issue. We would need to schedule a service visit, and let the technician ascertain if this is a line of sight issue or if there is something else going on. We are more than happy to arrange a service call for you. Please respond to the email address below to schedule that. Alternately, you may call us at 844-411-7473 and any of our representatives will be able to schedule that appointment.  In light of the slow speeds you may have experienced recently, we have placed on the account a $10 credit per month for 3 months, for a total credit of $30.00 Thank you for contacting us regarding this matter and we look forward to being able to send a technician out as soon as possible. Thank you for being a valued Rise Broadband customer. Christine P.Executive Services | Rise BroadbandPhone: [email protected]

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 for the present time-- as long as the charges do not show up in the future as the business assured me they will not, and as long as other services do not get added to my account without my permission. In that case, I will open another complaint case.However, I would like to note that it appears that the company intends to continue its predatory marketing practice of adding additional services to customers' accounts without an opt-in, in order to make unearned money from people on auto-pay who do not notice the addition to their monthly bills.  Thank you for your assistance with this issue.
Sincerely,
[redacted]

Dear...

[redacted],                                  �...⇄ June 30, 2016 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We have reviewed your account and are aware that you have been experiencing ongoing service issues. We have provided a one month service credit on the account totaling $53.26 due to the recent issues with the tower. Our network team is working on establishing a time frame to rebuild the tower. Unfortunately at the moment we do not yet have a specific date. Rise Broadband did a rate change in December which encompassed its customer base. This was the first rate change Rise Broadband had done in a four year period. Letters were mailed out starting in October 2015 in regard to this. The base package price for your contract did not alter since the initial contract was signed. We sincerely apologize for the long hold times you experienced when you attempted to reach us. We are constantly striving to improve our call volumes and wait times. We did note with regret that you had opted to cancel your service. After an in depth review of your account and referring back to our company policies, it is our decision that the $250.00 early termination fee is a valid charge and will remain applied to the account. Again, we sincerely thank you for your time as well as your previous service with Rise Broadband. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. Thank you,[redacted] Escalations Specialist

[redacted]  Thank you for taking the time to notify us of your experience with Rise Broadband Internet Service. We have sent out notifications  both by email and via your statements and it was posted on our website of this rate...

increase.The rate increase was implemented in December of 2015. All of out plans experienced a price increase.Unfortunately we cannot get you back into your old plan because it no longer exists.  I understand your frustration on the rate increase. Please understand that these changes are necessary to improve ournetwork reliability and bandwidth for all of our customers. I hope that you accept our sincerest apology for any trouble or confusion this may have caused you.[redacted], Escalations, Specialist.