Rise Broadband

Dear *** *** Thank you for contacting us via the Revdex.comWe hope to provide clarification and resolve this issueOur records indicate that paper billing was requested, however, this function was never updated in our systemAs a result, the payment was late and incurred a late
fee ($15) and eventually a reconnect fee ($30)While the price of internet has increased by $for our non-contracted customersThere has been an increase in feesThis is reflected in the higher monthly statement balanceThe Carrier Recovery Fee increased, from $to $The Carrier Recovery Fee increase is companywide and cannot be changedHowever, you could save money if you convert the account to a 2-year agreement The rate increase covers the rising cost to support our high-speed Internet as well as the costs associated with expanding our networkThe rate increase was implemented in an effort to meet the increasing demands on our network and to continue to improve the reliability and speed of our entire customer baseBecause you requested paper billing and that was not provided, we are crediting one late fee of $and one reconnect fee of $30, for a total credit of $At this time the account is paid in full and has a credit in the amount of -$We sincerely apologize for any inconvenience this issue may have causedWe have made no changes to add paper billing to the account, but we can do that if at any time in the future that is requested If you are interested in saving money by moving to the two-year agreement plan, please call us at *** and ask to speak to one of our Sales Specialists Thank you for contacting us and thank you for being a valued Rise Broadband customer *** **
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePayment has been made, please see attachment.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The problem has not been resolved. See the attached screen images of the speed tests. There are date/time stamps also recorded.If this is the speed I'm going to get that's fine, but the billing needs to change to a lower price for the lower service provided.The billing also needs to be credited from the time of the price doubling and the service lowering
Sincerely,
Guy *** *** *** *** ***
*** ** ***
***
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Dear ***, Thank you for submitting your additional concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We have noted that you signed a month contractual agreement with Upper Space on April 15, 2015. As a result of this agreement, the initial installation fee on your account was waivedPer your request, please find the signed contract attachedWe apologize for any misinformation you may have been provided with on the phone; in regard to a verbal contractRise Broadband acquired Upper Space, along with its existing customer base and all contractual agreements therein Based upon the contract that was signed with Upper Space; it has been determined that the early termination fee of $is a valid charge and will remain applied to the account Thank you once again for bringing your concerns to our attentionWe sincerely hope we have addressed your concernsThank you, *** Escalations Specialist

Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the 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 experienceWe apologize for any poor customer service that may have been experienced with our representatives We acknowledge that there were ongoing issues during the month of March and on April 3rd a tech was dispatched to improve the serviceWe are pleased to hear the Tech was able to resolve the issues at that time I would be happy to personally work with you to ensure that your service is working properlyPlease email me anytime at [email protected] and I will work diligently to get any issues resolved Thank you for being a valued Rise Broadband customer, and I look forward to speaking to you soon Regards, Christine P Rise Broadband Executive Services

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/
Dear *** ***
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
In light of our investigation, we have made some changes to your internet services, you should be receiving the speeds that you are paying forWe also would like to issue you a credit for your monthly recurring charge for the next three months
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,
*** ***
*** ***
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (2000, 9, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will agree to be satisfied as long as I do receive full months of credit for my monthly charges which would be dollars a month for months
Final Consumer Response /* (4200, 15, 2015/10/07) */
I need to reopen this caseI only agreed to be satisfied if I received full months of credit of dollars per month.rise has not given the proper creditI was told I will only receive $credit which is wrong I only agreed to $210.they way they applied the credits is a rip offI have a bill right now for and they say they applied all the creditsWhich if they were true to their word I would have a balancePlus more months of service on themHow did I receive credit if I haven't received one free month yet
Final Business Response /* (4000, 17, 2015/10/08) */
Dear *** ***,
I sincerely apologize for the inconveniences that you have experienced with Rise BroadbandWe do admit that our network has encountered some issues, however, our records do not show that your internet services have been completely down since JanuaryOur billing process is to prorate the amount paid by the customer for the days that you were completely down in your servicesWe issued a credit to your account for a total of months, which is more than what we offer with our proration ratePlease accept my apology as we are diligently making efforts to provide a better customer service experience

Mr *** I understand your frustration regarding this situationHowever, there are some things you should be aware ofTeams have been dispatched to work on this issue with an ETA for resolution of MarchI know this is far away and not of any condolenceI do not want to give you any expectations Work is being done on the tower to help alleviate the issueA $per month credit is set to kick in on February 16, 2016, but I am not sure if that is for this current situation or for some other reason. I will insure that appropriate credits are placed on your account once the issue is resolved fullyWe are not holding you for ransom in anyway. Again, let me apologize on behalf of Rise Broadband for this frustration***, Escalations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Rise broadband knowingly over sold the tower that my service is on, this was verified by a onsite technician who came to my home and by his supervisorBy continuing to sell tier internet on a tower that is overloaded Rise committed fraudRise claims to be an up to service yet sells its service in tiers therefore since it is sold in tiers service speeds should not drop below the next tier below the subscribed serviceThe service that I currently receive is below 60% of Rise broadband's lowest tier of serviceRise should credit its tier three subscribers at least half of their bill until this known issue is resolved not expect its customers to reduce their speed plan and data cap until they can afford to fix the problemI have logged over sixty four hours so far this year on the phone with Rise tech support due to numerous issues with speed and overall service...Is my time not valuable to Rise? Should I have to sacrifice so much of my time to get what I pay for?
Sincerely,
*** ***

It's quite easy to say someone told me I was under contract when the actual fact is I was told that I was not! It's easy for a company to bully an old lady and say something that is in fact an absolute lie! If I knew your company had no integrity I would have never done business with them in the first placeI will be letting all of my friends and neighbors know that much better service is now available in our area and urge them to switch providers and let them know that Ride has no integrity what so ever!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear *** Thank you for bringing this matter to us through the Revdex.comWe appreciate your time and effort in doing soAfter a thorough investigations into the issues you have raised, it has become apparent that we were unable to provide you the service that we contracted with you
to provideAs you mentioned, there are known issues at the tower and we note that you called in numerous times for technical supportDespite our best efforts at trouble shooting and sending technicians to your home to try to resolve your connectivity problems, the issue persistedIt is for this reason we have determined that we will be waiving the $Early Termination FeeTypically in this situation we would try to correct any issues and restore service, however, those steps have already been taken and no resolution could be offeredWe certainly apologize for any aggravation or frustration this has caused you and we appreciate your patience while we investigated this matterAfter the $was removed from the balance on this account, there will be a credit of $A check will be issued and mailed to *** ** *** *** *** *** ***You can expect that check within weeks***, we appreciate you having been a Rise Broadband customer and we sincerely apologize that we were unable to deliver reliable internet service at your locationRespectfully, *** Rise Broadband Escalations Specialist

Dear *** ***, Thank you for contacting the Revdex.com with the concerns regarding service outages and we would like to share the following; Rise Broadband sincerely apologizes for any inconvenience caused by the outages that have been experiencedWe make every
effort to continually improve our network to provide the best possible service to our customers, and understand how frustrating outages can be Rise Broadband sincerely apologizes for any inconvenience caused by the outages that have been experiencedWe make every effort to continually improve our network to provide the best possible service to our customers, and understand how frustrating outages can be We have been experiencing recent circuit issues that have been identified and are being addressedRise will continue to monitor the outages to help reduce and eliminate downtime as much as possibleWhen an outage is identified for any reason, we work to quickly restore service and resolve the service issuesRise Broadband is a Fixed Wireless Internet Service Provider, and while we make every effort to provide the best possible service to all of our customers, due to technology constraints, we do not have the ability to guarantee connectivity 100% of the time, as much as we would love to be able to do soIf an outage is experienced, we recommend contacting our Technical Support team at 844-411-7473, option 1, and they will be more than happy to assist Our records indicate that there were days total of full or partial outages since 12/15/2017, and have provided a credit of $69.95, equivalent to one month of service not including taxes and fees, which posted to the account on 2/16/Applicable taxes and fees have also prorated and posted to the account Thank you very much for being a valued Rise Broadband customer, and for your time and understanding in this matter, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** and *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current issues and provide further clarification on your Rise Broadband account It is Rise Broadbands continuous objective to provide an
efficient and positive customer experience for all of our customersWe sincerely regret that this has not been consistent in your experience with our serviceAfter reviewing the account details, I can see that on December 13, a 2-year 20Mb service plan, with a data cap of 350GB was agreed upon at a rate of $per month (Not including taxes and fees)However, in light of your concerns and any miscommunication that there may have been around the Service plans terms, we would like to honor your request to waive the ETF fee of $The remaining balance on the account is $Feel free to process your payment through our automated system at (844-411-7473), or by mailing a check to our Processing center in Boston: Rise Broadband P.OBox Boston, MA02284- We sincerely hope this response provides clarification regarding your concernsWe appreciate your time and thank you for having been a valued Rise Broadband customer Regards, Christine P Rise Broadband Executive Services

Initial Business Response /* (1000, 8, 2015/10/01) */
Date 10/1/
Dear *** ***
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 show that you decided to cancel your account with Rise Broadband Internet ServicesWe would like for you to reconsiderWe'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,
*** ***
Customer Care Supervisor
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Final Consumer Response /* (3000, 2, 2015/06/11) */
6/11/Forwarded message From: *** *** Date: Tue, Jun 9, at 3:PMSubject: Revdex.com Regarding Complaint #XXXXXXXXTo: ***@wynco.Revdex.com.orgI would like to revise my resolution to include disconnect of my internet service alsoMy Phone service disconnected back to mid April when it stopped working and my Internet that hasn't worked in a month disconnected back to 5/15, monies refunded or waivedAlso I would like the antenna removed from my home ASAP.Thank you *** ***

Dear *** ***, Thank you for contacting the Revdex.com with the concerns regarding the slow speeds, and we would like to share the following; Rise Broadband has made every effort to improve service quality at the service locationThere is no congestion, latency or
packet loss currently affecting the network, and we have sent out two different technicians this month to ensure that the equipment itself was not having any issuesWe did replace our managed router and some of the other equipment as a courtesy, however there was no fault found when testing the equipment Our records indicate we were first contacted on 05/01/for intermittent service issues, and a supervisor was requestedA supervisor returned the call later that morning and a time frame was set up to have a technician come out and change the tower that service was being provided on as there was congestion noted on that tower at the timeThe technician came out on 05/04/and attempted to reload the service, however, due to trees blocking the signal, we were not able to reload the serviceSpeed tests run by the technician showed down load speeds of and upload speeds of Rise Broadband’s Technical Support team was again contacted on 05/07/about intermittent connectivity, and the technical support agent also advised of the trees blocking line of sight to the tower, just as the technician who went out on 05/04/We were again contacted on 05/31/and advised that the tree had been removed, and signal statistics were showing improved on our sideWe were contacted twice in June and once on July 2, about slow speeds and intermittent connectionAt the time, we had advised of a known network issue that was causing congestion during peak usage hours, however the congestion issue was resolved on 07/14/when adjustments were made to the tower, and no further network issues have been found The next contact with our Technical Support team was on 10/07/with a complaint about intermittent connectivityThis was escalated to our Tier Technical Support team and they monitored the tower for any unusual latency or packet loss on the tower, and after monitoring the tower manually for several days, no issues were noted on the tower We were again contacted on 10/21/for slow speeds, and speed tests were run through a router, showing an overage of 2mbps download and 1.5mbps upload speedsUnfortunately, at this time there was not a way for us to finish the trouble shooting process as there was no device available to run direct connect speed tests to a device by bypassing the routerAdditional speed tests were ran with our Technical Support team on 10/29/and still showed slow speeds, but once again we were not able to finish trouble shooting due to no device being available to directly connect We reached out to you on 11/19/to continue trouble shooting and we were able to directly connect and run speed tests at that timeWe were testing an average of 4.2mbps down load speedsThis case was escalated to our TTechnical Support team and on 11/20/2017, it was noted that a small portion of the tower was reaching maximum capacity for bandwidth, causing slow speeds downstream when this happens during peak hours usageOn 12/04/2017, additional adjustments were made to the tower and we showed no further issues on the tower and an email was sent out advising that the network issues had been resolved and if further issues were experienced to contact us On 12/02/2017, our Customer Solutions team was contacted to see about canceling the service as additional credit was desired for the service issues experiencedWe offered to send out a Technician to check the equipment and this was accepted and agreed to, though a request to speak to a supervisor was made for additional credit. The service call was set up for 12/04/and when the Technician arrived, he thorough checked and tested our equipmentBefore leaving, the Technician was showing speed tests of 9.7mbps download and 1.8mbps upload, though the router was replaced as a courtesyA supervisor attempted contact on 12/04/as well, though we were not able to reach you When we were contacted on 12/05/about slow speeds, and a second Service Call was set up for 12/06/so we could extend the cable between the wall and our equipment to make it easier to do direct connect speed testsA supervisor call back request was made at this time as wellNo issues were found during the visit When our Technical Support supervisor reached out on 12/06/2017, he advised that there were no network issues or equipment issues foundSeveral speed tests were run with the supervisor, the first of which was ran with multiple devices connected to the internet, showed download speeds of 1.4mbps and upload at 1.3mbpsThe next speed test was run with only an iPhone connected, and showed 8.49/9.12/download speed on each of the three tests ran, respectivelyA laptop was connected and the speed test through the laptop showed 2.1mbps download speeds, however the iPhone still showed download speeds of 9.2mbps All our tests indicate that there are no network issues present and no issues with our equipment, and no other customers on the tower are experiencing similar issuesThe issue present is not due to our network or our equipment, and we have exhausted all forms of trouble shooting attempting in an attempt to resolve the issueIn light of the previous network issues experienced, we have provided a credit of $to the account, equivalent to one month of service and will post to the account within the next one to two business daysThis will bring the credit provided to $124.80, and including credit for the PC Care service, this will be a total credit of $ Thank you very much for your time and patience in this matter, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***, We would like to thank you for allowing us the opportunity to 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 an efficient and
positive customer service experience for every customer on each and every interaction, and we sincerely regret that has not been consistent in your experience when speaking with any representative with our Call CenterIt is notated from our technician that was sent to the residence on 02/09/that after replacing the cabling the equipment was performing as expectedIf for any reason there are issues still being experienced with our service since the technician was at the residence, we would encourage you to speak with our Technical Support team at 844-411-Option However, in light of your concerns and any extended hold that there may have been we have applied a credit to the account in the equivalent of one month of service (not including taxes and fees) for a total credit in the amount of $We hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customerBest Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***,
July 19, Thank you for submitting your concerns to Rise Broadband via the Revdex.com in regard to the addition of the PC Care Support plan to your accountWe sincerely appreciate the opportunity to address your concerns and we apologize for any inconvenience this has caused youRise Broadband introduced our PC Care Support service to our customer base in response to customer requestsOur customers who reside within rural and remote areas may not have access to a computer technology specialist within their local vicinity We understand that the service is not for everyoneOur records reflect that a total of $for the PC Care Support services were billed to your account since September This amount has been refunded in its entirety and will reflect as a credit balance on the accountWe sincerely regret any inconvenience that this situation has caused youWe hope that this information provides clarification in regard to your concernsWe value you as a customer and sincerely appreciate your continued support and service with Rise BroadbandKind Regards, *** **
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Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issues It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customersWe
sincerely regret that 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 Although we are unable to provide a specific timeframe for when the upgrade will take place, we are able to provide compensation for the time that the speeds have been less than optimalIn light of your concerns and the difficulty you have experienced we have applied a temporary service discount of $for the next months for a total credit in the amount of $If for any reason the issues are not yet resolved at the end of the daysWe would be happy to revisit the credit amount with you, if necessary We sincerely hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer Best Regards, *** *Executive Services | Rise Broadband Phone: *** ***
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Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe appreciate hearing feedback from our customers in regard to our customer serviceWe sincerely apologize if any of your experiences recently with
Rise Broadband have been lackingWe strive for outstanding customer service and do our best to provide efficient resolution on every caseAgain, please accept our apologies for any poor customer service or unprofessional behavior you may have encounteredOur records indicate that you did, in fact call in on December 15, We sincerely apologize that the call was dropped and that no one called you back to finalize the closure of the accountThe account will be back dated, to reflect that it was closed during that initial call on December 15, and a credit of $has been placed on the account for this time periodIn November 2015, the account was changed from a 7MB plan to a 5MB planAt this time the data cap was changed from 200GB per month to 150GB per monthPrior to this change, the account reflects that there were data overages on a consistent basisRise Broadband sends email notifications to our customers when they reach 75% and again at 95% of their monthly data allotmentThese emails were sent to the email address we have on file, ***These emails are sent to advise customers that they are nearing their data limits for that billing cycle so that they are not surprised by a large billWe have thoroughly reviewed the billing for this account and find that there was no “double billing.” All the charges for data overages are valid and for this reason, we are unable to waive themThere is currently a credit balance on the account of approximately $A check will be mailed to you in the coming weeks for this amount Again, thank you for taking the time to contact us regarding this matter, and thank you for having been a valued Rise Broadband customer***, Rise Broadband, Executive Services

Initial Business Response /* (1000, 7, 2015/10/06) */
Date 10/6/
Dear *** ***,
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
On July 8, 2015, there was a service call to upgrade your equipment and point you to a different towerI did apply months of credit to your accountSince that time, it looks like your connection has been stableIf you are still having issues please contact technical support
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,
*** ***
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE