Rise Broadband

Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. While reviewing the account, we note that there are a number of phone calls placed into our contact center. The vast majority of these calls are related...

to billing inquires. We also note that there is currently one open SOS case, [redacted], which was opened on November 18, 2016 and is currently assigned and being actively worked on. This SOS was opened as routine maintenance work. Once this is resolved, we expect that the speeds you are experiencing now will improve. Once this issue is resolved, credits may be placed on the account, but it is the policy of Rise Broadband that these issues be fully resolved before any credits are applied to the account. While it is true that Rise Broadband does not offer any “discounts” when there is a known issue, we do apply credits to the account. To date, the following credits have been placed on this account. Over $121.00 has been credited. 6/23/2016-$30.00 8/30/2016-$5.14 8/30/2016-$16.24 9/29/2016-$20.00 9/29/2016-$20.00 11/11/2016-$30.00 A customer may call us at any time at [redacted] to get updates on repair status. Rise Broadband is not “dragging our feet” on providing a resolution. We are working diligently to resolve any speed issues our customers encounter. We also recognize that there are no less than 8 internet providers that serve the Alvarado, Texas area. Currently the account in question is closed due to nonpay, and has an outstanding balance of $ 337.06. To discuss and arrange payment, you may call us at [redacted]. Thank you for being a valued Rise Broadband customer. [redacted], Executive Services, Rise Broadband

Dear [redacted],                    ...

                                        ...⇄ Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   Upon review of the account, we have made the following determination. On June 1st, 2015 Rise Broadband acquired Upper Space, along with its existing customer base. All contractual agreements made under Upper Space are to be maintained and enforced by Rise Broadband. We have noted that you signed a 24 month contractual agreement with Upper Space on April 15, 2015.   As a result of this agreement, the initial installation fee on your account was waived.   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.   Thank you once again for bringing your concerns to our attention. We sincerely hope we have addressed your concerns. Thank you, [redacted] Escalations Specialist

Dear [redacted]Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.We sincerely apologize about the delay in getting the equipment picked up, resulting in a delay of your refund check. It is...

never our intention for this type of delay to occur. Today we have been in contact with the Area Field Supervisor, who states that he will pick up the equipment himself today, January 30, 2017.Please accept our sincerest apologies that this issue was not resolved sooner and thank you for bringing it to our attention.Thank you for having been a valued Rise Broadband customer.

Hello [redacted] I received your complaint today and have spent the better part of the day looking into these issues. I would like to apologize for the customer service you have experienced when you call in. We strive to have knowledgeable and helpful tech agents available to assist you when you...

call. I hope you give us another chance to improve on that. I am also sorry to hear of the hardships you and your family are dealing with right now. But let me address the concerns I can. I spent a great deal of time looking into your system and your network. I do see some latency and some slow times that I am sure you are referencing. The first thing that came to mind was the router, but I am sure you have reset that in an attempt to speed things up. What I am doing is reaching out to the Infrastructure Manager for your area to see if we could move you to another tower. This may result in you having faster speeds. I do not yet know if that is a feasible option or not, but if it is we will go that route, after confirming with you, of course. Unfortunately, when you were told we cannot give you all billing invoices, service invoices, service calls and phone calls that was correct.  I have no doubt at all when you say that your family is under emotional stress right now but it is not the fault of Rise Broadband. We are an internet provider. While we do make every effort to maintain the speeds customers are paying for, due to the nature of the equipment we are unable to guarantee full speeds for all customers at all times. We are working to improve your service. Rise Broadband will reach out to you next week and advise if moving you to a new tower will in fact improve your speeds. Please know that we are taking your issues seriously and actively looking for a solution to resolve the internet issues you are having. Thank you.

I am rejecting this response because: I appreciate your response and the offer to provide me some credit to my account, but this is the same excuse I am given each time I call to complain about the poor service quality. I realize that I need to do a better job at recording the dates/times that I call to complain, but I'd also like to note that my phone uses my internet connection and when the service is poor, I can't use my phone. I have tried to call on several occasions but either can't make a call at all, or the call is cut off during the conversation with the customer service person at Rise. On at least two occasions when speaking to the Rise customer service department I had to actually leave my house to drive into Brighton to make a call. Then the customer service person requires me to do the same troubleshooting steps they always ask for. Like resetting the router, or reset their equipment, or bypass the router. Of course I cannot perform those steps because I’m not at home, because I can’t make a call there because my internet isn’t working properly….. This is the frustration.   As noted by Rise, there is a known issue with the tower that serves me. It's infuriating to be asked to troubleshoot issues at my home when Rise knows that this is just busy work to make it seem like they are trying to help. When I ask for a technician to come to the house, they tell me I have to pay $75 for the service call. It seems like since there is a known issue we're half of the way to fixing the issue - let's fix it! If there is sincerely wrong with my equipment then please call me at [redacted] to schedule a visit from a Rise technician to address those issues. I understand you don't guarantee your speeds, but please take some pride in your service and stop placing the responsibility to make things work correctly on me, your customer. I rely on your service to work from my home office. I've spent too much time already trying to troubleshoot an issue that I cannot repair myself. Send your technician to my home, free of charge, and complete the tower work you know needs to be completed. Sincerely, [redacted]    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 the inconvenience caused by the service issues experienced. As was stated within our previous reply, we are more than willing to set up a timeframe to send out a technician to attempt to reload the connection to another tower in your area, which should alleviate the issues being experienced. There will be no associated charge for this service call. We do not show we have been contacted to set up a date and time since our last response, however we have scheduled a technician to come out on 9/5/2017 between 12:30 and 4:30 PM, local time. Our Technical Support Team can be contacted at [redacted] if the appointment time or date needs to be changed. No trouble shooting in the event we simply need to change the date and time of the service call.   Rise Broadband internet service is a Fixed Wireless internet service, and the service in which is currently being provided is our RESIDENTIAL 20 MBPS Month to Month service. This service is not designed to support Business Services, though we are dedicated to providing the best possible service we can. We do offer Business plans, and if interested, we recommend speaking with our Sales Team and they can go over our Business plans and prices. They can also be reached at [redacted].   We sincerely hope this information provides clarification regarding your concerns. Thank you for being a valued Rise Broadband customer.    [redacted]
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Revdex.com:
After speaking with company representatives, I feel that we have come to a reasonable resolution for the current situation.
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] In response to the rejection of our communication via the Revdex.com, please allow us to explain further. In regards to your complaint about PC Care; as stated, this has been removed from the account and you will see no further charges for it. 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 two month free trial period. We apologize if you did not receive these communications. In regard to your concerns about autopay, please be advised that our customers can discontinue auto pay at any time by calling [redacted], or by visiting our Rise Broadband billing portal.   We have made the following determination based upon a second extensive review of our documentation, there is insufficient documentation to indicate, with any certainty, that service was less than 10Mbps. As a courtesy to you, we offered a $30 credit, as a gesture of goodwill. A possible statement from a service technician does not verify or nullify the information we see in our systems. Unfortunately, we were not there to hear the conversation and we have no evidence to confirm what may have been said, and as such, will not base our decision on that.  The information we are going off of are the notes left in the account after conversations with two separate supervisors at Rise Broadband, who explained that the equipment was capable of delivering acceptable speeds under the plan at that time.  For further clarification on our up-to speeds, please visit our website at www. Risebroadband.com. Again, we thank you for being a valued Rise Broadband customer and for allowing us to further explain our decision. Thank you, [redacted] Escalation Specialist, Rise Broadband

Dear [redacted],                                  �...⇄ August 23, 2016 Again, we appreciate you taking the time to write to us regarding this matter. We have gone back and looked at the account more thoroughly. As previously mentioned, you were given credit for slow speeds, as well as a $10 per month discounted rate once we became aware of the issue. Prior to July 2016, our records indicate that almost every contact made to us was regarding billing, inquiring on the balance of the account, access to the payment portal or concerns over data usage. On August 5, 2016, when the account was cancelled, our representatives made repeated offers to try to resolve any speed issues that were being experienced at that time, and we did have a ticket opened for you and it was being worked by our Tier 2 Technical Support Team, but the account was closed before that particular issue was resolved. The agent spoken with made offers to not only troubleshoot the issue, but also to send a technician to the residence to check the equipment at the residence. These offers were declined and the account was closed. Rise Broadband offers a 30 day money back  guarantee, and if, during that time, the speeds where not adequate the account could have been closed with no Early Termination Fee applied. We can find no record of a call with a technical support agent who indicated that the service levels were unacceptable, nor was any suggestion made that the Early Termination Fee would be waived. The account has been credited for unused service. On August 5, 2016, the account was credited $67.28, for the partial unused but previously billed amount. A payment of $83.20 was made on August 10, 2016. The decision to not waive the ETF stands, and this leaves a balance of $182.72. There is a 90-day period for this amount to be paid before any further action is taken. We appreciate your point of view, but unfortunately we do not have sufficient documentation to waive the ETF. We thank you for having been a customer of Rise Broadband. Thank you, [redacted], Escalations Representative Rise Broadband

Dear Mr, [redacted],  Thank you for your inquiry regarding your service termination and billing concerns.  We have done research regarding your service termination date.   We are please to share that adjustments have been made to reflect your termination date to 1/21/2016....

Our team is in the process of scheduling for equipment recovery from your residence.  Once we have retrieved the equipment, a refund check will be mailed to you. Please expect to receive this check in 4 to 6 weeks.     We do thank you for your business. Again we apologize for any inconveniences due to the concerns brought to our attention.    Kind Regards,    [redacted], Escalations Specialist    Rise Broadband

Dear Mr. [redacted], Thank you for your concern regarding slow speeds. We apologize for the impact that the slow speeds are causing.  We are striving to always improve the performance of our Access Point-Tower and matching the services to the customer needs. There are...

plans to have upgrades implementedfor our system. Unfortunately we don't have a defined time table in place on when this upgrade will occur. 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

Dear [redacted],   Thank you for contacting the Revdex.com with the concerns regarding the slow speeds, and we would like to share the following;   Rise Broadband is aware of the congestion that is ongoing in the network, and are working as quickly as possible to resolve it,...

however we have run into several problems. We were originally planning to add additional circuits to the network to increase bandwidth to the area, however we were unable to run the new circuit needing to run though rail road tracks, which we cannot get permission to dig under.   We are currently investigating several other new locations to feed the network from so we can increase the bandwidth in the area and resolve the degradation. We do not have a firm estimated timeframe we can provide for when we will have resolved the current degradation on the network, however we expect to be able to complete the circuit upgrades within the next few months.   In light of the slow speeds experienced during peak hour usage, we have provided a credit to the account of $35.00, equivalent to one month of service. This will post to your account within the next one to two business days. We have also provided a temporary service discount, which will discount the service by $10.00 per month for the next 3 months. This will be a total credit of $65.00.   Thank you very much for your time and patience in this matter,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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]

Initial Business Response /* (1000, 7, 2015/10/08) */
Dear [redacted] L [redacted],
I sincerely apologize for the inconveniences that you have experienced with Rise Broadband. We do admit that our network has encountered some issues, however, our records do not show that your internet services have...

been completely down. Our billing process is to prorate the amount paid by the customer for the days that you were completely down in your services. On 09/02/2015 there was approval for you to cancel your service and the cancellation fee to be waived. Please accept my apology as we are diligently making efforts to provide a better customer service experience.

Complaint: [redacted]
I am rejecting this response because:There is still not an escalation path provided and contrary to the claim that credits have been issues I did receive my June statement since their original response and there are no credits listed; the invoice amount is the same as it has always been! 
Sincerely,
[redacted]

Dear Ms. [redacted],  Again, we apologize for the experience and incorrect information received from our installer and representative. We have had the opportunity to further investigate your concern about losing unlimited data with a recent plan change.  Our LTE programs all have data limits. Grandfathering of unlimited data was not possible for these plans.  All pertinent information including data limits was shared by our sales team. This was communicated when the order was received and established. Confirmation of order was shared after the service was upgraded.  Specifically, when you signed up for LTE on 11/03/2015, data limits of 250GB were part of the LTE plan, however, a system glitch prevented the changes for data limits to be added. However, when your service was disconnected for non payment and new service established, the data limits were added. Actually, you have enjoyed no data limits for 4 months at no charge.  We no longer offer any unlimited plans and we provided this information to our customers who chose the LTE plan. There simply is no way to get you on an unlimited plan, as this is something we no longer offer any of our customers.  Our dedicated Technical Support professionals are available to look at your data usage and how to reduce data consumption. We encourage you to call [redacted], so our Tech Support Team can assist. Unfortunately we are unable to reduce any overage charges for nor revert to any previous plans. We stand by our original decision and have determined that these charges are valid.  We thank you for being a Rise Broadband customer and look forward to serving you.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband.