Rise Broadband

Dear ***We received your Revdex.com complaint today and I wanted to take the time to thank you and respond quicklyAfter looking at your account I see that you called in yesterday March 17, and at that time PC Support was removed from your accountYou will not be charged for itI have taken a
picture of part of your accountThe “Payasyougo” is just a place holder we use, it tells us that you have opted out of that serviceYou will notice it is a zero dollar amount You will not see this on your billI thank you for being valued Rise Broadband customerI will take your concerns on how this was presented to you to managementMy contact information is below, should you need any further assistanceI will monitor your account to insure this charge never shows upIf it does, I will have it promptly removed. ***, Escalation Specialist***

Dear ***
*** 7/6/2016Thank you for taking the time to bring this issue to our attention, so that we can fully explain our policies.We certainly apologize that your experience with Rise Broadband has been a frustrating situation for youThere are times when we are experiencing high call volumes, and customers may have to wait a bit before we can get a technician on the lineWe try very hard to keep these wait times to a minimum, but at times they are unavoidableWhile spending almost hours of your time on the phone trying to trouble shoot an issue is an extremely long time, due to the often complex issues they see, this too, is unavoidableIt sounds as if the technician with whom you spoke was trying very hard to do a thorough job; and worked through the list of possible resolutions he could provideWe strive to provide our customers with the best internet service possibleWe deeply regret that this was not what you experiencedThe account does show that we credited for down time on three separate occasions, $on 4/11/2016, $on 4/12/and $on 7/16/Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredA few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concernsFor a full review of these terms, you may visit our website online at www.risebroadband.com:* PERFORMANCE LEVELSSpeed is a function of the traffic experienced upon the wider network architecture of the Internet itselfRISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always deliveredYou understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet.* TERM/CANCELLATION POLICYTermination does not affect your obligations under this Agreement, including your obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such terminationRISE BROADBAND accounts must be paid in full before a cancellation will be considered complete// 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 less.* ACCEPTANCEBy using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this AgreementThese terms and conditions supersede all other written and oral communications or agreements with regard to the subject matterAny waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND.After an in-depth review of your account and referring back to our company policies, it is our decision that the $early termination fee (ETF) is a valid charge and will remain applied to the accountYou state in your complaint that you changed providers and this would not be a reason that would qualify for waiving the $ETFAdditionally, we cannot refund any money that was paid for service provided in the past Again, we sincerely thank you for your time as well as your previous service with Rise Broadband

September 27, Dear *** *** Thank you for contacting us via the Revdex.com so that we can address this issue with you and provided some options for the account moving forwardWe are pleased to learn that you were happy with Rise Broadband’s service and that you would like to continue service with usWe believe we have a solution that will make that possibleThe outstanding balance at the time the account was closed was $The account was closed due to non-payAt that time, the $Early Termination Fee was added to the account, as it was under a 2-year contractOur records indicate that there were a few calls made in May, with some connection issuesThis very well could be related to the routerIt is also noted that the issues persisted for a few days and then was resolvedAdditionally, it is noted that the data limit of 350GB was exceeded, indicating the service was functioning optimallyAt this point, for services to be fully restored is payment of $is needed, at which point the $Early Termination Fee would be waived and the account would continue as originally set upIf this is the course you would like to proceed with, please call us at *** and we will be happy to come to the home and reinstall services, including a new routerIt is still the same one that we offered previously and would be available, free of chargeHowever, we would recommend looking into purchasing one with extended range or possibly a extenderThank you for being a valued Rise Broadband customer and for allowing us the opportunity to address this matter*** **
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Dear *** ***, We did review the communication into our Contact Center on 2/23/Over the phone, the agent, Kyle, did clearly state multiple times that you are under a 2-year contract, as well as let you know that the data cap on the account is higher than a standard plan due to the contractHe also went over how to avoid going over the data allowance, including going over Netflix settings, as well as letting you know that the unlimited data plan you were on was due to the 2-year contract promotion specificallyAt no point during the call was this contract disputed, nor was it asked if this would put you on a contract as it was communicated several timesThe 2-year contract service is also communicated on every statementWe realize that the statement in question is paid through our Autopay service, however, a copy of each statement is available online at our Billing PortalWe have included a screenshot of your last bill as an exampleThe early termination fee is a valid charge and will not be waivedThank you again for having been a valued Rise Broadband customerRegards, ***, Escalation Specialist Rise Broadband

*** ***, Thank you for your patience and understanding during the investigation of this problemAfter speaking with our technicians the following information was obtained; by the end of the month we will have placed the order for the materials we needAfter that, it will take three to four months to receive the materials and complete the upgradeWe have added a discount to your bill of Ten dollars off for the next three months due to time frame for this upgradeWe apologize for any inconvenience caused and we are working to resolve this quicklyUnfortunately, an upgrade of this scale does take time to complete and we thank you for your patience as we proceed forwardWe appreciate your understanding in this matter and thank you for your feedback***, Escalation Representative

Dear *** ***, We are sorry that you have not accepted our responseI had the opportunity to further investigate your concernsI have the following information to share Although Rise Broadband is an up to speed provider, we strive to provide the best consistent speeds. Our Tech Support team have further analyzed the issueThey have made a determination to reload service to another locationWe have set up a follow up service call to reload your service to another Access Point (AP) near you as this will help improve service The service call is under our job number ***, set up for July 27, between the time of 12:and 4:PMPlease feel free to reach out to our tech support if you have any questions We thank you for being a Rise Broadband customer Kind Regards, ***, Escalations Specialist Rise Broadband

Mrs***, Thank you for your kind words in regards to our field technicianWe are pleased to hear that he was able to provide a positive experience and will most definitely pass the information to his supervisorIn addition to the credits already placed on your account for $for the two days to complete your service call as well as the $for poor customer service, we will apply $for one month of your internet services due to the incurred issues totaling $***, Escalations Specialist

Complaint: ***
I am rejecting this response because:They simply do not care that they have wronged me and my family I know that this will not go any further than where it is at right now Their response is typical It is a shame that people can't use common sense anymore Instead, they have used their "contract" to justify what they have done I also don't understand how the Revdex.com can give this company such high marks when you look at the comments left by their customers There were only comments left on the Revdex.com site regarding Rise Broadband Nineteen (19) of the twenty (20) were very negative! All of them basically deal with the same issues
Sincerely,
*** ***

Dear *** ***, Per our original response, the PC Care service was an opt-out program that began as a two-month free trial and was communicated in many forms, including customer statements, physical mail, and email notificationsCharges only occur in the event that the service is not cancelled prior to the end of the two-month trialIn the cases where a customer has not viewed these notifications and accrues an unwanted charge, we are more than happy to credit the account and remove the serviceWe will bring your concerns to the attention of our marketing departmentThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Dear *** ***, We are sorry that you have rejected our explanation regarding your concern of speeds We have further investigated your concerns and would like to share the following Again, Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service deliveredA few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concernsFor a full review of these terms, you may visit our website online at ***: Unfortunately, we are not able to offer any service credits for slow speeds We have furthered investigated your concernWe have made additional adjustments the Tower/AP (Access Point) which can contribute to your serviceAnalysis shows that the adjustments have been favorableAs a consideration, I have credit your account for a month of service for $ We thank you for being a Rise Broadband customer Kind Regards, ***, Escalations Specialist Rise Broadband

Initial Business Response /* (1000, 10, 2015/10/09) */
Date 10/9/
Dear *** L ***
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
We have attempted to call you a couple times and have a left voice mails for you to reach back out to us so that we may trouble shoot your issuesIf you still are having issues, please call technical support so that we may resolve your 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,
*** ***
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (2000, 12, 2015/10/19) */
Rise has contacted me
Thank you

Dear *** ***, We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com, in regard to your account with Rise Broadband. We have had the opportunity to further review your concernsIn speaking
with the Area Network Supervisor, we would like to share that we are actively aware of an issue with our equipment within the areaWhile we recently resolved several area problems, we are still continuing to see issues with degradation at our backhaulOur Area Network Team are working diligently to determine resolution for these issuesUnfortunately, at this time, we do not yet have a specific time frame for resolution We have noted that a previous credit of $was applied to the accountIn addition, we have placed a three month temporary service discount on the accountWe sincerely appreciate your patience while we work toward a resolutionThank you for being a valued Rise Broadband customer Kind Regards, *** *** *** *** Rise Broadband

Dear *** ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning the slow speeds experienced and we hope to provide a satisfactory response to your inquiry Rise Broadband sincerely apologizes for the slow speeds experienced and the delay in fixing themThere were several issues that happened within the network in your area and we have been working to fix them as quickly as possibleWe have dispatched a Technician to work on the tower today, 11/27/2017, however additional troubleshooting will be required before we can fully isolate and correct the issueWe do not yet have a hard timeframe that we can provide for when the issues will be resolved, it is expected that the issue will be resolved within the next few weeks In light of the service issues experienced, we have provided a service credit in the amount of $to the account, in addition to the Temporary Service Discount which was previously provided, totaling $in creditThe $in credit should post to the account within the next one to two business days We sincerely hope this information provides clarification regarding your concernsThank you for having been a Rise Broadband customer, and we hope the best for you in the future. *** *Executive Services | Rise Broadband Phone: 844-411-RISE ***@risebroadband.com www.risebroadband.com

Dear Sir I had to remove your antennae immediately as soon as I discovered the leak to prevent further damage Again I would recommend guidewires installed on a foot antennaeI installed a new steel roof at a cost of $ All I am asking is a termination of service and waiver of early termination fees If I hadnt removed the antennae, it would have been destroyed when it fell afterworking the three screws loose from its base *** ***

Complaint: ***
I am rejecting this response because:
When I tried to rectify this on the phone, we were told we were under verbal contract - and that you all had a recording of it, but we weren't allowed to hear itNow, you are saying we signed a 24-month contractWe do NOT remember signing any such thingHowever, if you have a document proving otherwise, then please attach it so we can see it, and this can be resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is as good as it's going to get apparently.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am not so much interested in a discount although I will take itI expect the company to fulfill it's obligations to the hundreds of users on this segment whose service has been degraded because of inadequate equipmentThe level of service being delivered is nowhere near what was promised and I do not feel the company has done enough to rectify this in anything resembling a timely fashionNot even a hint as to when the equipment upgrade will be performed
Sincerely,
*** ***

Dear *** * ***, Thank you for contacting the Revdex.com with the additional concerns regarding the Early Termination Fee, and we would like to share the following; After fully reviewing the account and listening to the calls, Rise Broadband has determined that we will waive the Early Termination Fee of $due to the misinformation provided by the Sales agentThis credit will post to the account within the next one to two business days We sincerely apologize for any unprofessional conduct that may have been experienced when speaking with any member of our staffIt is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience Rise Broadband does not currently have a 30day cancellation policy, where you can get out of the contract if you cancel within days, though we have provided it in the pastRise Broadband also has data limits associated with all of our Residential accounts, including the service that was signed up for, and once again apologize that this information was not provided upfront by the Sales agent We are grateful that this issue was brought to our attention as it is our highest priority to ensure that our customers know the type of service they will be receiving from us, as this is the best way to make sure that our customers are happy with our services If you have further questions or concerns, please feel free to reach out to us at [email protected] and we will be more than happy to follow up with you Thank you very much for being a loyal Rise Broadband customer, and for your time in this matter, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because: The contract that you so call say I have with you you can not prove, I am asking for a recorded verification of me saying yes to the contract, you have also added a service plan to my contract that I want removed and refunded back to the date when it was added because I did not ask for itI did not appreciate a canned responsive to the problemprove to me that I said I have a contract for years and I will abide by it, just putting it on the statement does none of that.
Sincerely,
*** ***

Dear *** ***, Thank you for taking the time to allow us the opportunity to address your concerns via the Revdex.com After thoroughly investigating the account we would like to share the following: Upon review of the account, we have noted extensive documentation in
regard to ongoing service issues that were various in natureUpon reviewing each insistence it is also noted that out of those cases, of the instances resulted in downtime greater than 24hoursIn addition, our documentation reflects that there was difficulty contacting usOur primary contact number is ***We hope that this will alleviate any future confusion in regard to which number to call for assistanceWe sincerely apologize for any inconvenience this may have causedIn light of these concerns we have applied a onetime credit on the account in the amount of $100.00, based off those instances when there was considerable down time, all of that amounted to roughly months of serviceThank you for being a valued Rise Broadband customerKind Regards, *** **
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