Rise Broadband

Complaint: [redacted] I am rejecting this response because: I believe this is unacceptableI could completely understand paying this fee if I was cancelling this account for any reason other than your lack of serviceSpecifically because you were well aware that for most of the days I had no service or very subpar serviceThe idea of moving the pole was only stated by your employee because they didn't want to climb the one that was there to get the clear line of sight I shouldn't have to put up a pole in the middle of my front yard to try to get a line of sight that would have still been going through the same trees that were already the problemIf you couldn't get a direct line of sight from my yard to your tower than why would you keep me paying for service you couldn't provide? Sincerely, [redacted]

Dear [redacted] Thank you for contacting us again via the Better Business BruereWe appreciate the opportunity to review the details of this accountRise Broadband’s contracted prices are for our Internet only, unless otherwise stated, such as a promotional rate that would also include VoIPThis account is an HSD only contractIt was originally set up as a 10MB Residential account in October 2015, and that remains the same at this timeOne of the reasons the account is showing an increase is because on March 13, a 3-month discount of $per month was placed on the account, and the three-month period ended in MayThe late fee of $was applied on March 2, and was legitimateA payment had been made but there was a remaining balance of $The late fee was removed as a matter of goodwill, but was in fact a valid chargeWhile this is not the legal department, we can share with you the following: Consistent with FCC rules and policies, many service providers have adopted Regulatory Cost Recovery fees (ours is called Carrier Recovery Fee) as legitimate means of recouping their regulatory expensesThe Carrier Recovery fee is something that is charged on every Rise Broadband accountThe monies collected from this fee are used to maintain, upgrade and improve our networks and infrastructure in our ongoing efforts to provide outstanding internet serviceThis money is channeled back into the infrastructure and networks of Rise Broadband so that we are able to continue to provide the best possible internet experience for all of our valued customersPer the terms of service, all services from Rise Broadband are subject to additional fees which are clearly set forth in our Additional Fees and Payment Terms Disclosures Statement which is available on our websiteAn excerpt from that reads as follows: Unless 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 monthWe sincerely apologize for any confusion or frustration regarding this issue, however, this is a charge we are unable to remove from the accountIf you have any further questions regarding our billing or charges on your account, please do not hesitate to contact us at [redacted] and one of our representatives will be happy to go over the details with youThank you [redacted]

Complaint: [redacted] I am rejecting this response because:It is unethical to require anyone to opt out in order to not be charged a fee.You took an unusual approach to "offer" your extra fee assessment where if a customer did not respond to your "hey, we are going to charge for this whether you realize it or not so here is the offer, we charge you if you don't respond".I'll try this and see if I can make some money!Sounds like a better than ever scheme to me.Wonder where you get your brain trust that came up with this scheme.Scheming Rise broadband, watch out before they empty your bank account I can see them looking at all those autopays set up and wondering how they can get more money for nothing.Untrustworthy!I do not trust you.Do you deserve any trust?Keep your job as more complainants from different agencies are coming Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:They continue to run in circles1)Did not sign up for 5mb service 2)Rise agent explained it wouldn't be available for a couple of months3)NEVER even used the service that was "available"4)Called the agent two times within days of extremely poor install (have the pics of it to show if you'd like)5)Show me anything with my signature showing I agrr d to any of the nonsense you're talking about Sincerely, [redacted]

April 18, *** [redacted] [redacted] Attention: [redacted] Phone: ( [redacted] RE: Revdex.com – EFT Dispute Dear [redacted] , Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your account; It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our service After reviewing the account, we have released you from your contract and have waived the ETF that was tied to the contracted planThis will leave a final balance on the account of $Payments can be made through our website, www.risebroadband.com, as well as by phone automation at 844-411-7473, option then We also accept physical check payments at the mailing address provided below; Rise Broadband PO BOX 844580, Boston, MA 02284- We regret losing you as a customer and hope you are pleased with the actions that were taken to rectify the situation Best regards, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Ms [redacted] , We at Rise Broadband want to thank you for your email to our office with your thoughts and concerns regarding your recent experiences with our customer service We would like to address your concerns individually We have responded to FCC complaint [redacted] in a timely manner as documented and closed by the FCCThis is part of Rise Broadband full transparency as being in compliance with the Federal regulations We have reviewed the reported service concerns that have been sharedEach has been thoroughly investigated and resolvedThis was for both individually reported and system reportedOur system is performing as expectedAs a consideration, a credit of $have been applied to the account Our service contracts are offered with up to speedsOur terms and conditions under performance levels have the specifics regarding speed levelsYou are most welcome to view by accessing our website at Risebroadband.com We are most sorry to see you leave as a customerThe order for equipment pickup has been scheduled for 4/26/which is our earliest possible dateWe do wish you well Kind Regards, ***, Escalations Representative Rise Broadband

Dear ***, We are sorry that you have rejected our explanation regarding losing your unlimited data with the recent changeAgain, we sincerely apologize for any inconvenience this has causedWe have had the opportunity to further investigate your concerns.We noted that you phoned in on August 9, 2016, requesting an upgrade to the 20mbps planOur field technician was able to relocate your signal to our upgraded tower, which supports the 20mbps planUnfortunately, once a plan is changed within our system, we do not have a means of reverting to the previous plan At this time, Rise Broadband does not offer unlimited data on our residential packagesUnfortunately, we are not able to restore your account to the previous plan, as you had requested The only other option available is a small business plansOur small business plans offer unlimited dataYou previously had a small business planThe plan is available to you if you like to call our Customer Service at [redacted] We verified that your current service plan is $per monthWe did note that you currently have a credit in the amount of $as a result of credits that have been appliedNo other changes have been made to the account We sincerely hope our follow up response addresses your concernsWe thank you for being a Rise Broadband customer Kind Regards, [redacted] , Escalations Specialist Rise Broadband

May 21, *** [redacted] [redacted] Attention: [redacted] Phone: ( [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 Broadband’s continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret this has not been consistent in your experience with our service Rise Broadband has identified an issue with the tower that causes slow speeds at timesWe sincerely apologize for the inconvenience and understand your frustration regarding this matterAt 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 it with the highest priority Due to the ongoing issues in your area, we have applied a $service discount to your accounts ending in *** and ***This discount is good for months, at which time we are happy to reevaluate your situation to extend this discounted offer if necessary With the information provided, we were only able to locate two accountsIf you would like to see if we can extend this discount to your other accounts, please send a request to the email address [email protected] with the account(s) information and will be more than happy to assist We sincerely hope that this response provides clarification regarding your concerns, thank you for being a valued Rise Broadband customer Best regards, David RExecutive 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 meI do hope that Rise Broadband recognizes that their service is not what has been promised and will really expedite getting infrastructure in place to provide the level of service they advertise and that I pay them for Sincerely, [redacted]

Dear [redacted] , Thank you for your responseWe would be more than happy to clarify to hopefully alleviate any confusion“Rate increase” is a blanket term used for that transitionEveryone received the same increase with the exception of those on a 2-year contract who only saw their equipment rental fee change from $to $and a carrier recovery fee of $appliedThose on a month-to-month agreement also saw their service rates increase, while those on a 2-year contract did notUnfortunately, if the autopay method is not updated, we will be unable to waive the $late fee per company policyWe are sorry to hear that you will not be returning to our service after cancellation and wish you the bestRegards, [redacted] , Escalation Specialist Rise Broadband

Complaint: [redacted] I am rejecting this response because:Apparently you didn't read the full complaint, I have made several attempts to have your representatives, technicians, whom ever you require to come out and get your equipment well before I sold the houseI never received a call, never received an email, and unfortunately, I am not able to make your representatives return a call or respond to meIt is been over a month now since I sent you the router and attached equipment from inside the house, the equipment you mentioned that was on the outside of the house is your responsibility to get, as I made every effort before I sold my house to reach out to you, several times, to have your representatives meet me so I would open the gate and make sure the dogs are put awayYou never responded nor did any of and I will not accept responsibility for your lack of accountability or response to my efforts If I do not hear back with the appropriate refund I asked for, I will have no choice but to take this further by filing a dispute with my credit card and completing a Yelp review reflecting this, as well as notifying everyone on Nextdoor (social app covering Waxahache) of my experience with your company and your lack of accountability Sincerely, [redacted] ***

Dear ***, Thank you for taking the time to reach out to us through the Revdex.comwith your concerns about the addition of our new PC Care service plan We sincerely apologize if you had a poor customer service experienceWe strive to provide exceptional customer service on each call, and we regret that this was not what you experiencedWe appreciate the feedback and can use it for improvement, going forward The decision was made to offer this plan 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 maintainA 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 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 servicesAfter the plan is removed, the customer will not see a charge associated with it The account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your servicesA $credit has been applied to theaccount You will see no charges for this going forwardAgain, thank you for contacting us regarding this matter, and thank you for being a valued Rise Broadband customer Kind Regards, ***, Executive Services Representative Rise Broadband

Initial Business Response / [redacted] (1000, 7, 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 are taking every action possible to make sure that this problem has been rectified and that we are able to provide the best solution possible to you In reviewing your account, we are showing that on July 23rd we were out there and replaced the equipment on your houseWe are not showing that you have called in to technical support with any issues since June 16thIf you are still having issues, please contact technical support so that we may help to resolve these issues 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 www.risebroadband.com XXX-XXX-RISE Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rise broadband DID NOT replace any equipment on July 23rdSomeone came out, spent minutes at my house and as he explained it, moved me off of an oversubscribed nodeThey DID NOT resolve my packet loss issueAt my own expense I replaced the Catcable from the radio to the POE injector and resolved that issue myself (I estimate time and materials to be dollars.) I DO NOT consider Rise Broadband to have made a best effort to resolve any issueI had made attempts to contact support after July but after spending much time on hold for support, and leaving multiple requests for callback I was NEVER contacted by Rise BroadbandIt wasn't until I emailed the CEO and other higher level executive that a person named [redacted] out of Durant came out Final Business Response / [redacted] (4000, 29, 2015/12/02) */ Hello Mr.***, I tried calling you today so that we can try to resolve your issueIf you are still having issues with your internet please call XXX-XXX-RISE Thank you Final Consumer Response / [redacted] (2000, 31, 2015/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted] Thank you for bringing your concerns to us through the Revdex.com and allowing us this forum to explain Rise Broadband’s decisions on this matterAfter looking into your account, we see that starting in March there were multiple calls into the contact center with the concern being slow speedsAt that time, after speaking with our Supervisor, he recognized and acknowledged that there were some issues with speedsAt that time, he placed a discount on the account of $per month, which actually remained on the account up until the time it was closed, totaling $Additionally, in March a credit of $was applied to the accountAfter speaking to our Escalations Representative in early May 2016, a credit of $was appliedThe total of credits on this account is $After the payment made on August 5, there is a credit balance of $86.49, which will be mailed to S West Street, Macksburg, IA Our representatives have worked diligently to provide reliable internet service to your homeEvery effort was made to improve the service at your location, including multiple service calls to the residence After several conversations with both the Supervisor as well as the Escalations Representative, it became apparent that the service we were providing was unsatisfactory to youUnfortunately, despite our best efforts and the improvement in speeds that we were providing, multiple calls continued to come in to the contact centerAs is mentioned in your complaint to the Revdex.com, the speed issues have, in fact, been resolvedWe did receive the emails that were sent and they were read and reviewed by managementOur Executive Managers do not interact directly with our customers, and that is why we have an Escalations Department as well as SupervisorsUltimately the decision was made that we would no longer provide service to this account due to the harassing and verbally abusive nature of the calls that our call center began continuously receivingWhile we certainly understand your frustration, we had done everything possible to a) improve the connection at your residence and b) provide good customer serviceWe were unable to conduct conversations that did not evolve into unproductive and abusive dialogues directed at our employeesWhile our top priority is our customers, we also have an obligation to our employees and do not wish to further subject them to the offensive and often personal attacks that have been observed when reviewing calls regarding this matterAgain, thank you for contacting Rise Broadband regarding this issue, and we wish you every future successThank you, [redacted] Escalations Specialist

March 15th, [redacted] [redacted] Attention: [redacted] RE: Revdex.com – Final Balance Dispute Dear [redacted] , Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your concerns about the final balance on the account In order to cancel services with Rise Broadband, our Customer Solutions team must be contacted by phone, however trouble shooting options for service issues are available by phone, chat and emailData usage is noted on the account up to when services were disconnected for non-payment We show that the Customer Solutions team was contacted on 3/15/and services were canceledThis will leave a final balance on the account of $ Thank you for your time and for having been a valued Rise Broadband customer Best Regards, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

[redacted] With due respect, under our terms and conditions it clearly states that Rise broadband has the ability to change service fees at any time upon notice to customerThese terms and conditions were agreed to when you verbally signed up for the contract over the phone We placed notice of the change on our website and on your bill a month in advancedThe price quoted to you over the phone was $which is the price of your 10Mb planThat is the price that will not changeThe fee that you are seeing of $was applied to all accounts in order to maintain and upgrade our servicesThis is the first time we have increased our prices in four years, but unfortunately we had to, as the cost of maintenance and upkeep increases***, Escalation Representative

Dear [redacted] ***, Thank you for contacting Rise Broadband via the Revdex.com regarding these concernsDuring select periods of 2015, unlimited data was offered to residential accounts signing into a 2-year contract as a promotionIf, at any time, the service plan is modified, active promotions are removed from the accountThe 2-year contract does not lock in any promotions that are appliedOur records show that on 4/4/2016, the service plan on the account was changed from a 5mb plan to the 10mb speed planAt this time, the unlimited data cap would have been removed and the current GB cap was put in placeWe apologize if there was miscommunication in regards to thisUnfortunately, we do not offer unlimited data to residential accounts at this time and will be unable to reinstate it on the account in questionIn the event that the account is cancelled, the $early termination fee is a valid charge and will be appliedPer our Terms and Conditions: If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $Early Termination Fee or the remaining portion of the contract, whichever is lessIf you would like to track your data usage to avoid going over the GB cap, you may do so at any time at [redacted] There is a $charge per every 10GB of data overagesAt this time, we show that aside from the period between 7/26/– 8/25/during which GB of data were used, the highest amount used was GB between 1/26/– 2/25-2016, which is well within the data limitWe appreciate the time taken to contact us and would like to thank you for being a valued Rise Broadband customerRegards, [redacted] , Escalations Specialist Rise Broadband

Complaint: [redacted] I am rejecting this response because: I have since terminated my service from this company as I will not waste my time sitting on hold for 30-minutes every few months to cancel something I never ordered in the first placeOnce other companies pick up on this scam, people with be sitting around on hold for days with multiple companies trying to cancel services they asked forThis practice should be stopped before it gets startedI also did not see any response to Digis adding data caps and charging me for a static IP that I was getting for free with the previous companyI never signed a contract with Digis or was told about any of this until I was chargedVery shady company which is why I canceled my service and moved to a better and cheaper service company Sincerely, [redacted]

March 23, *** *** [redacted] Attention: [redacted] Phone: ( [redacted] RE: Revdex.com – EFT Dispute Dear [redacted] ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review the final charges on your accountAfter reviewing the account details, we would like to share the following: When we were contacted on 3/19/2018, we offered to send out a technician to review for service issues, as there are no known network issuesWe also offered to upgrade the service speed, as faster speeds are offered in your area, however both of these offers were declinedThe service being provided was a 10mb 2yr contract with a data allowance of 300GB Prior to contacting to cancel services, we were contacted on 2/26/with connectivity issues, and troubleshooting with a Technical Support agent was donePrior to this, the most recent time our Technical Support team was contacted was on 10/ As there are no known issues with the service and our offers for assistance were declined, the final balance and Early Termination Fee on the account are valid We sincerely hope that this response provides clarification regarding your concernsWe wish you the best in the future and thank you for having been a valued Rise Broadband customer Best regards, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] September 21, Thank you for contacting us via Revdex.com regarding the billing on this accountWe hope to resolve this issue to your satisfactionAs stated in the complaint, the account was closed in early JulyWe sincerely apologize for any possible lack of communication wherein the request for a return call from a supervisor did not take placeOur goal is to reach out to all of our customers within a timely and expedient mannerWe regret that this has not been consistent with your experienceWhen this account was set up, Rise Broadband did not collect any personal identification information, such as a social security numberWhile we do send overdue balances to a third party, they do not impact anyone’s credit scoreWithout a social security number, it is not possible for this to impact your credit in any wayCurrently there is a balance on the account of $The system continued to bill the account after closure and this was done in errorToday we have placed a credit on the account in the amount of $84.06, leaving a zero-dollar balanceIt is possible that the collection company may send another letter, due to the timingPlease disregard any such notices, as they will be sent in errorThe account is now closed and no money is owedAgain, we apologize for any inconvenience this situation may have caused and want to assure you that it will, in no way, affect your creditThank you for having been a Rise Broadband customer [redacted]