Rise Broadband

Dear Mr [redacted] 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 accountWe apologize for your experience during your interactions with our representative We had the opportunity to investigate your concernsOur terms and conditions provide information for fees that may be added to the costsThese fees can be added at any time upon notice to our customersThe terms and conditions can be viewed at Risebroadband.com under Terms and Conditions We have looked at your account for the concern for installation as you have mentionedWe don't have any record of a callWe would have been most happy to address with a site visit and possible relocation of your pole mast Closing your account will result in early termination fees for your Residential MB year planYou are welcome to visit our website under terms and conditions for early Termination and associated fees We are sorry to lose you as a customerIf you would like to disconnect service, please call [redacted] to schedule your disconnect and set up your equipment pickupKind Regards, ***, Escalations Specialist Rise Broadband

March 2, [redacted] RE: Revdex.com Dispute Dear [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review the charges on your billAfter reviewing the account details, we would like to share the following: It is Rise Broadbands continuous objective to provide a positive customer experience for our customersAfter reviewing your account, it does appear the Late Fee charge was applied in errorWe apologize for this mistakeIt is a Rise policy to collect payment at the time of installYour account was installed on 1/13/and we appreciate your payment in the amount of $on 1/and $on 2/ The late fee charge has been reversed ($15) and as a goodwill gesture we have also applied a free month for this inconvenience ($39.95) Thank you for reaching out to usI hope you are pleased with the adjustments applied to your account Thank you for being a valued Rise Broadband customer Best Regards, Regards, Chris P Rise Broadband Executive Services

Dear [redacted] , We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.comAfter having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact usHowever, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issuesWe received confirmation again that we have no ongoing problems at the tower providing services to you currentlyWhile there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residenceAdditionally, we have assigned a specific Technical Support agent to reach out to you and assist with the troubleshootingOur agent has attempted several times this past week to reach you at the two numbers we have listed on the account, but unfortunately each time received the message that the subscriber was not within cell serviceOur Technical Support agent created a ticket (3006548) that you can reference when you do speak with themFor these issues, we still encourage you to speak with our Technical Support team at 844-411-Option 1, they have an array of tools available to determine what could be causing the issuesIf for any reason you still experience problems getting ahold of a representative at 844-411-please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessaryWe sincerely hope that this provides further clarification regarding your concerns, and thank you for being a valued Rise Broadband customerKind Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for bringing your concerns to us regarding the speed issues you are havingWe hope to provide some clarification on this matterAfter reviewing the account, we can see that many calls have been made into our contact center, with the issue primarily being speedsWe document each time we receive a call and see that there is a history of this issueAt this time we do have planned upgrades for the systems in your areaHowever, after speaking with the Area Infrastructure Supervisor, we are at this time unable to provide an estimated time when that work will be completedWe apologize for the delay and for the inconvenience this is causing youIf you would like to lower your plan to a 5Mbps plan, we can certainly do thatThe price of that plan is $per month with a data cap of 150GBYour current plan of 15Mbps is $per month with a data cap of 300GBWe are unable to provide the 15Mbps service at a lower rate To date we have credited the account $for slow speed issues and also provided $discount to the account for three monthsWhile we appreciate your time and effort in reporting this issue, Rise Broadband will not be meeting your request to put all of the subscribers on this tower at a half priced planEach customer’s needs are addressed on an individual basis and our privacy policy prohibits us from discussing account with anyone other than the account holders themselvesPlease know that we are aware of the issue and are actively seeking a solutionAgain, thank you for allowing us this format to discuss the issueWe value you as a Rise Broadband customer Thank you, [redacted] Escalations Specialist Rise Broadband

Dear *** ***, June 30, Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe sincerely appreciate your feedback and for allowing us to address your concernsWe sincerely apologize for any miscommunication that may have taken place regarding our $ [redacted] Gift Card promotionIn lieu of any potential misinformation that may have been provided, we have applied a credit of $on the accountOur records indicate that you are currently utilizing a service plan that has had a data cap in placeHowever, in an audit that took place in February 2017, it appeared that this cap had not been properly appliedThis error has been corrected and the correct cap of GB is now in effectRise Broadband is moving away from unlimited data for our residential customers, but we do still offer it for small businesses We apologize for any inconvenience or misunderstanding in regard to this matter If you are interested in raising this cap, we do have other potential options in your areaIf you would like to discuss these options, our representatives at [redacted] would be more than happy to assist youThey can also provide suggestions for lowering data consumption We sincerely hope that this information has helped to provide further clarification in regard to your concernsThank you for being a valued Rise Broadband customer Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because:Yes you did reply to the email (the 2nd one I sent) and I was contacted in the morning via voice, during the day via email and during the late afternoon via voiceThe Ttech I spoke with in the morning and in the evening both agreed that the speeds I'm seeing are not acceptableI was under the impression that someone would phone me back at 8pm Mountain last night when the speeds were almost assuredly bad (they were)No one phoned me at 8pm, maybe I mis-understoodThe situation is not resolved, but I appreciate the effort you're putting in to itI will respond to the [redacted] email that I expect someone to phone this evening Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/10/08) */ Date 10/8/ Dear [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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 Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersWe tried calling you today to resolve this issueWe left a phone number where we can be reached atWe're looking for ways to improve our customer service experience Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 Rise Broadband High Speed Internet www.risebroadband.com XXX-XXX-RISE

May 2, Dear Ms ***, Thank you for contacting the Revdex.com to address your concerns regarding Rise BroadbandWe appreciate you taking the time to bring this matter to us for further examination When [redacted] Online was acquired, the agreement was extended until July 2015, when Rise Broadband started billing for this accountWe continue to provide service to the tenant you mention in your statement; it is likely that he was experiencing another issue at the time, but that has since been resolved and he continues to maintain his service After a thorough investigation of this matter, it has been determined that there will be no refund issuedThere is currently a credit on the account in the amount of $Contract Administration has stated that they would be happy to discuss with you the option of starting service again and look at the possibility of having you as a tower host Again, thank you for bring this matter to our attentionIf you are interested in reinstating service at this location, please contact our Contract AdminDepartment at [email protected] They will be happy to further assist you Thank you, ***, Escalations Specialist

Dear Mr [redacted] Thank you for contacting Rise Broadband concerning your speed issuesPlease know that we take our customers concerns seriously and are continually looking for ways to improve our service and reliabilityGenerally what we ask is that you call in to 844-411-when you are experiencing speed or connectivity issues so that we may do the required trouble shootingIf at that time we attempt all trouble shooting steps without success and are unable to resolve the issue, we can then visit the idea of crediting your accountI do apologize for the issues you are facing, but again I encourage you to give us a call so we can detect any patterns in disruptions and try to get these resolved for you as quickly as possibleThank you for being a Rise Broadband customer***, Escalations Representative

Initial Business Response / [redacted] (1000, 6, 2015/10/30) */ Date 10/30/ Dear [redacted] ***, Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have taken 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 I would like to inform you that we do have other options for viewing your invoiceYou can go to our website at www.risebroadband.com and select "My Account"You should be able to view your invoice and make a payment online Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it [redacted] assist us in becoming better at what we doWe 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 Rise Broadband Internet Services www.risebroadband.com

I don't understand why they haven't yet provided a response when I've gotten numerous emails from them stating I'm getting close to going over this limit they added to my account and now they are charging moreIt was 2$ for each gb over and now they are charging 3.50$ for each gbI want my old service back they promised wouldn't change back

Complaint: I am rejecting this response because: I will accept nothing less than the termination fee being removed from my account I am not liable for your companies shady and unethical business practices Sincerely, [redacted]

Dear [redacted] , Thank you for contacting Rise Broadband via the Revdex.comAfter a thorough investigation into the account, we have found the following: On 2/17/2015, a Mb residential two-year contract was agreed upon, with installation occurring on 2/21/This agreement included a waived installation fee and the service plan pricing of $per month being locked in for the length of the contract, as well as an early termination fee of $in the event of cancellation prior to the contract end dateAdditionally, a promotion for a free [redacted] was available under the stipulation of the account not becoming delinquent within the first days of the contractWhile the first statement of $was paid in full, the next statement of $53.40, generated on 3/7/2015, was not paid until 4/20/2015, resulting in a delinquent balance and subsequent late chargeAt this point, the account lost eligibility for the [redacted] promotionWe sincerely apologize for any miscommunication regarding thisUnfortunately, we do not reflect any records of calls regarding technical support matters within the time the account was activeOn 8/19/2016, we received a call regarding account cancellationAt that time, it was disclosed that while the service itself was working fine, another provider in the area offered speeds that would better suit the needs of the householdThe agent then went over the terms of cancellation, including the early termination fee that would be appliedAfter some discussion regarding this fee and the [redacted] promotion, a supervisor was brought on the lineThe supervisor offered to investigate the promotional gift situation, which was declinedShe also went back over the early termination fee, as well as disclosing that if the account balance was not paid within days, it would be sent to collectionsPer your request, the account was then closed and the fee was applied, leaving a balance of $on the accountWe did not receive additional correspondence until yesterday, 1/16/2017, which was in regards to the balance being sent to collectionsThe requested supervisor again went over the early termination fee and collections processHe also went over the [redacted] promotion, including why it was not considered valid for the account in questionWhile we apologize that a manager was not available at the requested time, the email address given by the floor supervisor goes straight to the Executive Services department for reviewThe Executive Services team works closely with upper management to ensure a timely and accurate responseAt this time, the early termination fee is not eligible to be waivedThank you for having been a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

Hello [redacted] I sincerely apologize if my communication with you was not clearYou are correct in saying that I did not provide you with clear documentationI regret not having sent that to you in my original responseAs you know, our contracts are verbal, and we do not have any form of signature from you and therefore we have made the following decisionOriginally, you were on a month promotion, which gave you pretty good savings on internetHowever, I have no proof that anyone ever told you that at the end of that months, your account would then enter a year contractTypically, our installers will gather a signature and on that document, and we have a signed contractAdditionally, we send out an email before the installer comes out to do the installThis email details the terms and prices of the contract I am not showing a record of these emailsI do see at one point you called in to update the email address and perhaps there was some confusion thereBut the point remains, you really have nothing in writingBelow is a list of when we tried unsuccessfully to send emails to youUnless otherwise stated in a specific promotional offer detail, all Rise Broadband residential Internet service orders are subject to a standard installation fee of $and equipment rental fee of $per monthIn addition to any applicable taxes, each order will be assessed a monthly recurring carrier cost recovery fee of $per monthTwo-year service contracts may be subject to a $Early Termination Fee and one-year service contracts may be subject to a $Early Termination FeeAll this being said, here is where we stand todayUnfortunately we cannot honor your request for call transcriptsThose are the property of Rise Broadband and we do not release thoseRecords indicate that you have been credited for all charges that were billed during the time period between the time the month promo ended and the year contract beganOn 6/11/2016, the account was credited for $and on 6/23/again for $So the billing part is right, you did not over pay during this periodThe part we need to decide is the year contract partMy records indicate that you called in on 6/11/and wanted the year agreementIf you feel that there is too little documentation or written information, we will let you out of the year contract and obviously not charge you the $Early Termination FeeYour plan right now for a 5Mbps is $39.95, plus equipment rental of $and the managed router at $a monthIf you would like to go on a month to month plan, where no ETF will ever be charged, your rate would be $The option is yoursWe 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 forI 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 year contract, anyone you speak to will be able to do that for youAlternately, you can email [redacted] @risebroadband.com and this department can make that arrangement as wellPlease accept my sincere apologies if my original response was less than informativeI am trying to give you options and letting you know that we do take your concerns seriouslyRespectfully, ***, Escalations Representative

Dear [redacted] , We apologize for the issues and inconveniences you have been caused and we do appreciate the feedbackUpon looking into your issue the following was found: Due to the fact that your account is disconnected we were unable to see any calls you made or any attempts at troubleshooting to help with your email connectionIf you do still have an active account with us, please provide either the account number or phone number associated with that account so we can further look into this issue Again, thank you for the feedback and apologize again for the inconvenience

Dear [redacted] ***, Thank you for reaching out to us again for further clarificationUpon thorough review of the account and your requests, we would like to share the following information: The changes made to the account were fully disclosed at the time of the upgrade, including the loss of unlimited data, and were, in no way, any form of dishonesty or made in an effort to harm our customers However, Rise Broadband has moved away from unlimited data, like most internet providers, except for our business accounts as previously statedAlthough we understand data limits may seem inconvenient, we assure these restrictions are put into place for the benefit of all customers within our networkIt is vital for us to implement such limits so that equal access is given to the service(s) in which you are paying for and these services are not being obstructed by one or two customers utilizing the full capabilities of any given tower We value you as a Rise Broadband customer and would like to honor your request due to the frustration you may have experienced regarding the changes to the accountRise Broadband has no ability to put you back on the plan that you were on previously, the plan simply no longer existsIf you would like to change from a two-year contract, which enjoys a lower monthly rate, to a month to month service plan, we will waive the Early Termination FeeAdditionally, we will waive the $Residential Upgrade fee as well as waive the current data overage fee of $If the account is converted to a month to month service, the price will increase and the data allotment will be reduced to 300GBIf you wish to cancel this account and move to a month to month service plan, please call us at 844-411-and one of our customer care specialists will be happy to make those changes for youChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Initial Business Response / [redacted] (1000, 23, 2015/12/23) */ Dear [redacted] , Please accept our sincerest apology for any trouble or inconvenience, we have caused youRise Broadband highly appreciate your feedback as it will assist us in becoming better at what we doWe have investigated your complaint and have found the following: Our records show that you called on several occasions and spoke with tech assisted you running a speed testThe speed test shows that you are getting the speed that your plan allowsWe also reached out to our Network team for more support please allow a hour turnaroundOnce again, please accept our attempts to help you with this matterWe appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband

Dear [redacted] Thank you for reaching out to us regarding this matterI do see on your account that you have been credited Credits were placed on your account on January and in the amount of $Additionally, it appears that a service call is scheduled to look into these issues and to resolve themWe have fulfilled your request of crediting you for down times and are actively working to resolve any ongoing issues***, Escalations Specialist

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

Dear ***, August 11, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns On August 8th, we dispatched a technician to your property to evaluate your connectionHe realigned your radio antennae and obtained the best signal he could at that timeAdditionally, 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 $off for the next three months as a credit for the inconvenience We hope that this helps to alleviate some of your concernsWe appreciate you being a Rise Broadband customer and look forward to providing you internet for years to comeAgain, thank you for contacting us regarding this matter and allowing us to address your concern Thank you, [redacted] Escalations Specialist