Rise Broadband

Dear [redacted] , Thank you for taking the time to contact us via the Revdex.com regarding you concernsWe appreciate the feedback and seek to resolve these issues as quickly as possibleWe do apologize for the length of time it has taken to fix your tower, however we have been working diligently on the issueWe did have to replace some equipment and that took time to ordered and be deliveredWe have begun the project but there are multiple steps and the total project will be completed next week, weather permitting Once this has been resolved you will see a return of your service and again we do apologize for the delay with this fixIf you do see any more issues, please feel free to call in, anyone of our tech agents would be more than happy to help assist you***, Escalations Representative

Complaint: [redacted] I am rejecting this response because: I am on the accountI just double checked a second agoAlso this was not just a miscommunication, this was two representatives of Rise telling me that the fixed IP address was included in the $package to induce me to sign upRise has their sales person on tape offering the fixed IP address along with a $all inclusive package that they later billed over $forWe did not find out that the fixed IP address was not included in the package until after Rise did a very difficult installation and they tried to charge us extraIf we had agreed to less than a two year contract Rise would have had to honor it fixed IP address offer under Nebraska lawAs I said before, by offering us a $package including a fixed IP address, not following up on the fixed IP address offer, urging us to use automated payment and then charging us $for the package (not including the fixed IP) which we would not have caught if we were using automated payment, all seems to be part of what consumer organizations warn us about when seeing bait and switch offers Sincerely, [redacted]

Dear ***, July 12, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns On June 27th, our technician visited your new property to determine if a service transfer would be possibleAs we are a line of sight service provider, we require a clear line of sight from one of our towers to the home where our antennae is installedThe technician determined that, due to a high tree line, we would not be able to accommodate service at the new residence After a thorough investigation, it has been determined that the early termination fee of $is a valid charge and will remain applied to the accountThe 2-year contracted term that was agreed upon between yourself and Rise Broadband is specific to the location that was successfully installed at that given timeAlthough we do offer a transfer of service if a line of sight is established at a new location within our coverage range, we cannot guarantee service anywhere until it tested by a field technicianIt is solely at the customer’s discretion to move during that 2-year timeframe and break the contractThis is stated in our terms and conditions for reference at www.risebroadband.comDue to also offering month-to-month service plans which would allow for a same day cancellation, we stand by our qualification process on early termination fees Thank you for your previous service with Rise BroadbandWe would be more than happy to provide our services for your internet needs in the future, given a valid line of sight within our networkThank you once again for bringing your concerns to our attentionThank you, [redacted] Escalations Specialist

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: Your account was past due at the time of disconnection in which a $re connection is charged once service is reconnectedNo credit is due at this timeOnce 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 Thank you Rise Broadband Complaint Response Date bumped because: Holiday

Dear [redacted] , Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe apologize for any miscommunication regarding our service plansAt this time, we do not offer a residential plan with an inclusive static IP addressWe will be unable to apply a free static IP address to the account in questionUnfortunately, at this time, we will be unable to disclose any information regarding billing on the account for security reasons [redacted] is the sole account holder and has not added you as an authorized userUnless a person is an authorized on the account, any billing, including rates and credits, cannot be discussed [redacted] is welcome to add anyone she would like to the account at any time by calling in to our Customer Care representatives at [redacted] At that time, we would be able to discuss billing matters furtherWe thank you for being a valued Rise Broadband customerRegards, [redacted] , Escalation Specialist Rise Broadband

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 qualityI 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 phoneI 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 RiseOn 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 callThen the customer service person requires me to do the same troubleshooting steps they always ask forLike resetting the router, or reset their equipment, or bypass the routerOf 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 meIt'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 helpWhen I ask for a technician to come to the house, they tell me I have to pay $for the service callIt 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 issuesI 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 customerI rely on your service to work from my home officeI've spent too much time already trying to troubleshoot an issue that I cannot repair myselfSend your technician to my home, free of charge, and complete the tower work you know needs to be completedSincerely, [redacted] Dear [redacted] ***, We appreciate you bringing your concern to our attention through the Revdex.comThank 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 experiencedAs 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 experiencedThere will be no associated charge for this service callWe 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/between 12:and 4:PM, local timeOur Technical Support Team can be contacted at [redacted] if the appointment time or date needs to be changedNo 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 MBPS Month to Month serviceThis service is not designed to support Business Services, though we are dedicated to providing the best possible service we canWe do offer Business plans, and if interested, we recommend speaking with our Sales Team and they can go over our Business plans and pricesThey can also be reached at [redacted] We sincerely hope this information provides clarification regarding your concernsThank you for being a valued Rise Broadband customer [redacted]

Dear [redacted] , September 7, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your inquiry We have conducted a thorough investigation and would like to share the following: We have noted that a collective payment of $(which was submitted in three separate payments of $35.00, $and $respectively) was submitted through our online system on August 3, At that time, the bill had already cycled to cover for the next month’s paymentUpon application of the payment, our system credited it to the balance, bringing the account current through September 26, Unfortunately, as the bill had cycled and the payment was due at the time of payment submission, there is not a credit balance to be refunded We sincerely apologize for any misinformation or unprofessional behavior you may have encountered within the communications with our Customer Care DepartmentWe have provided a one month service credit on the account, to exclude taxes and fees, totaling $52.00, in light of your concerns Thank you once again for bringing your concerns to our attention via the Revdex.comWe sincerely apologize for the inconvenience you have experiencedWe greatly appreciate your feedback and your businessThank you, [redacted]

Dear Mrs [redacted] , Thank you for the sharing the concern regarding credits not being applied properly with the fees remaining on the accountWe sincerely apologize for the experiences We have concluded our research and would like to share the results We have applied the following credits which have removed the fees on the account A two week service credit has been addeda$Reconnection fee b$Over the phone payment c$Late fee d$week service credit We appreciate your business and thank you for being a Rise Broadband customer.***, Escalation Specialist Rise Broadband

Complaint: [redacted] I am rejecting this response because:This was the first positive action with real potential to resolve this ongoing issueThe timing of the "new tower" seems suspicious (it was never offered until I made this complaint to the Revdex.com) - but in any event the technician did come out and move us to the new towerThat was great for an entire hoursAfter that the connection dropped completelyWe went from slow internet to faster internet for hours to absolutely no internetI called the support line and got the usual frustrating response....they wanted to know if it was still plugged in (of course it was plugged in - do you really think I'd unplug it, be surprised it stopped working and then call for support??)I am pretty sure the new box on the roof is defective - the light on the power supply went out and only comes back on if you unplug the RJleading to the box - as soon as you plug it back in the light goes back outI told them that on the phone as soon as they answered but they still wanted to keep trying to log into it remotely and reboot everything - none of which is going to work if the box is badUnfortunately the next time I can take time off work to meet a technician is next Friday (which means an entire week with no connection)I asked if someone could come change out the outside box even if no one was home but they refused.The one bright spot in all of this was the technician who came to the houseHis name is [redacted] (#***) and I have dealt with him many times through this almost year long ordeal He is the one person with Rise Broadband that has consistently been honest and done exactly what he said he would do when he said he wouldHe is thorough, does things right the first time (unlike many other techs that have come out) and acts with integrityThis is a person who cares about customers understands how to set and manage expectationsWhile almost all of my experience with Rise Broadband had been decidedly negative it would not be fair miss pointing out this one positive thing - you guys have at least one person working for you that represents the organization extremely well Sincerely, [redacted]

James [redacted] RE: Revdex.com – [redacted] Dear James ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to address any issues with your accountIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret if this has not been consistent in your experience with our customer serviceWe can be reached for Customer Care M-F 6AM-8PM (MT) Sat-Sun 7am-5PM (MT) and for Technical Support Tech Support M-F 5am-midnight (MT) Sat-Sun 8am-5pm (MT) Upon reviewing the account, it is noted that in December we received a call requesting services be restored after a brief interruption due to billing issuesThe account was not cancelled at that timeWe also note that in February we performed a service call at the location to obtain service from another surrounding tower and since that time we have received no communicationThe last time we received any service related calls was in If at any time you are experiencing slow speeds or dropped connections, please call us at [redacted] so that we can help to resolve these issues Best regards, Christine [redacted] Executive Services Rise Broadband

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

Dear [redacted] We are sorry to learn that our first response to this complaint was unsatisfactoryI will try to clarify the information we haveWhile we completely understand your skepticism on when a check will arrive at your residence, all we are able to do at this time is reiterate what we communicated in our original response to your Revdex.com complaintOn September 7, I personally spoke with a member of our corporate billing departmentHe informed me that while he was unclear as to why the refund had not been issued to date, he was going to specifically insure that it was submitted at that timeI have spoken with him again today, September 9, and regretfully, he is unable to give me a confirmation number, a reference number or a check numberHe did provide me with confirmation that the request was submitted on September 7, at 3:35pmIn addition to his confirmation that has been submitted, I will personally check up on this issue next weekI have asked the billing specialist to also follow this case and tell me when the check is issuedAt that time I will be able to provide you with the date the check is created as well as the check numberI will email that information to you as soon as it becomes available to meAgain, please accept our sincere apology for this situationUnfortunately, this appears to be one of those cases that has “fallen through the cracks”While this is not common practice for Rise Broadband, we deeply regret that this has been the circumstance for youI look forward to emailing you at [redacted] as soon as I have an updateThank you, [redacted] Escalations Specialist, Rise Broadband

Dear Mr [redacted] ,We thank you for your inquiry regarding the billing error and issuesWe have researched the issueWe apologize for the importation of customer data during the transition between OneWave and DigisThis was the root cause for you being billed for servicesAs of May 6th, all charges have been reversed, thus a balanceOur records have been updatedAccording to our records, a call was made to you on May 6, with an explanation of the issue and the resolutionWe typically send out notices to collection companies to notify for updating and request removal of accounts for collectionsKind Regards, ***, Escalations RepresentativeRise Broadband

Complaint: [redacted] I am rejecting this response because:I want them to mail me my statements as they used to do, I never asked for electronic statements Please mail my statements every month and refund any late charges Sincerely, [redacted]

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 meHowever, I do not trust these yahoo's I will watch and make sure I do not receive another billing with any amount owed Sincerely, [redacted] ***

Dear [redacted] , Thank you for contacting the Revdex.com with the concerns additional concerns regarding the slow speeds, and we would like to share the following; Our decision to stop providing service was thoroughly explained in our last response, as we outlined the lengths that we have gone through, including sending out multiple technicians to check the equipment and extensive trouble shooting doneWe have taken every step possible to improve service at the location, without successThe decision to terminate service did not take the Revdex.com complaint into consideration when it was made Rise Broadband did not offer to upgrade the service due to the ongoing service issues and slow speeds, as upgrading the service would likely have no impact on the slow speeds, and would require renewing the two-year contract for the promotion We do not wish to cause additional aggravations to our customers by offering a faster speed and a new contract, when the service being received is unable to reach the allotted speeds for the current packageSince the upgrade has already taken place, we will leave the current 50mbps speed package as is and will not charge the Early Termination Fee when the service is canceled We would also like to add that on 12/18/2017, a broadcast storm caused by the router being used at the residence caused the tower that is providing service to go downWe were forced to disable the service at the service location to restore service to the towerWe sent a Technician out the next day, who updated the firmware on a new wireless routerSpeed tests run at that time showed a download of MBPS and an upload of 1.9, far below service levels for a 50MBPS serviceNo issues were found with equipment and no anomalies were found in our network As stated in our Terms and Conditions of service; “ .RISE reserves the right to unilaterally terminate or suspend an account at any time, without providing a reasonFurther, RISE may terminate USER’s Service for any reason by providing written notice to USER at least thirty (30) days prior to the termination dateIf USER’s Service is terminated by RISE for any reason, USER will remain fully liable and responsible to pay any fees that are still owed to RISE pursuant to this Agreement and for all costs RISE incurs to collect such amounts, including, without limitation, collection costs and attorney’s fees.” We have extended the 30-day notice to 60-days as a courtesy, so there is adequate time to find another provider Rise Broadband provided two months of credit to the account as a courtesy for the slow speeds experienced, and included a Temporary Service Discount as a lump sum, which lowers the statement balance by $per month for monthsAfter extensive testing of Rise Broadband’s network, towers and equipment no fault or anomaly was found We are greatly appreciative to you for having been a Rise Broadband customer, and thank you for your time and patience in this matter David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] , July 12, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We have reviewed your account and are aware that you have been experiencing ongoing service issuesWe have provided a discount on your account of $off for the next three monthsWe noted that there has been a recent issue on the network within your areaPlease be assured that our field technicians are working to address this issue, and to stabilize the networkOur network team has run a recent analysis and will be continuing to monitor the access point and towerThe case number in regard to this issue is [redacted] In addition to the network issue, we have noted that there may be an alignment problem with your radioWe would like to dispatch a technician out to your home to ensure that the radio antennae is properly stabilizedPlease contact us at [redacted] to move forward with the scheduling of your service callThank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedThank you, [redacted] Escalations Specialist

Dear [redacted] , Thank you for contacting us through the Revdex.com with your concerns about the addition of our PC Care service planThe 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 periodThis began on your account in May 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 itYour account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your servicesYou will see no charges for this going forwardWe see that a partial refund of $was given on January 29, PC Care was charged to the account times at $and times at $and one partial month at $With the credit already given we have now credited an additional $This credit will be evident on the account within to hoursThank you for bringing this matter to our attention and giving us the opportunity to rectify itThank you for being a valued Rise Broadband customerChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] and [redacted] ***, Thank you for contacting us through the Revdex.comWe look forward to helping resolve this matter with youAfter a thorough review of the account and related documentation, we have learned that the tower that provides service to your location is operating at its optimal performanceWe see traffic leaving the tower as expectedWith the considerable amount of data being used, it establishes that signal is being received and used at the homeIt is also noted within the account that there is a Play Station being used within the homeThis is a large consumer of data and this is evident in the data chargesThe only way to resolve this is to talk to our technical support team and have them troubleshoot the issueWe are certainly sorry to hear that you have experienced longer than wait timesWe would like to have one of our best technical support professionals call you, so that you do not have to wait on holdWe will arrange for this call to occur this week, no later than December 15, Thank you for contacting us regarding these issuesWe have every confidence that with a little troubleshooting, the speed issues will be alleviatedIf you should wish to cancel the account, the early termination fee of $would be added to the final balanceThank you for taking the time to reach out to us about these important mattersWe will have a technician contact you this week for some basic troubleshootingThank you for being a valued Rise Broadband customer

Dear [redacted] [redacted] July 14, Thank you for contacting us regarding the issue of not receiving your RokuThis has to have been very frustrating for you and we certainly apologize and I am not entirely sure why this did not happenI looked into it and found that it was mailed on July 7, and you should have received it by nowI am currently looking for the shipping details, but do not have them at this timeI will check with you in a week or so and insure that it has been deliveredAt 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 youI apologize for the long delay and appreciate your patience while we worked to get this matter resolvedThank you very much, ***, Escalations Specialist, Rise Broadband