Rise Broadband Reviews (1115)
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Rise Broadband Rating
Address: 619 14th St SW, Loveland, Colorado, United States, 80537-6329
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Dear ***We appreciate your follow up questions to our two previous responses to the Revdex.comAt this time there is limited new information we can provideUnfortunately, we are not able to address comments that may have been made in passing, by Rise Broadband technicians or employees .We were not there and cannot confirm nor deny any conversations between you and other peopleOur towers have different capacities, as far as how many subscribers they can handleWe at Rise Broadband strive to provide superior internet service to all of our customersWe sincerely apologize if this has not been your experienceWe are currently in the process of upgrading and improving the network in your area but we do not have an estimated date on when this work will be completed We have made every effort to resolve the issue you are facing, and have been unable to do so to your satisfaction Rise Broadband is a line of sight provider, and as such cannot guarantee service to all people in all locationsAs we previously stated, we are able to offer internet to you at a lower rate than you are paying now, to align with the speeds you are seeingThis will lower your data cap It is logical to have a lower priced plan, and we can place you on either a 5MB plan or a 10MB plan to reduce your monthly billOur representatives will be happy to go over the various pricing plans and associated data allotmentSince July 2016, we have credited the account $We are unable to meet your request of refunding all charges for the last yearOur records indicate that substantial data is being used on this account, thus indicating that internet is being provided and usedPlease feel free to call us at *** if you are experiencing slow internet, or wish to discuss moving to a different price planThank you***Rise Broadband Escalations Representative
Dear *** ***, We sincerely appreciate you taking the time to bring your concerns to our attention, in regard to your Rise Broadband account. We have had the opportunity to investigate your concerns. We sincerely apologize for any inconvenience that this has caused you.
Upon review of your account, we have noted that you were on a 5mg legacy unlimited data plan with your previous internet provider. We truly apologize that you were erroneously transferred to a new plan with a data cap. Your account has been reinstated to a 5mg plan with unlimited data. Again, we are sincerely sorry about the miscommunication regarding your unlimited data and wanted to assure you that this error has been corrected. We sincerely hope this information provides clarification on your concerns. We value you as a customer and appreciate your continued service with Rise Broadband Regards, ***, Escalations Specialist Rise Broadband
Dear *** ***, Thank you for taking the time to reach out to us via the Revdex.com in regard to the experience you have encountered with our service We appreciate your time and feedback After a thorough review of the account, we can share the following
information: The account was set up on October 11, on a year 20MB plan at a discounted rate of $per month (normally $69.00) It is noted that there were issues with the service shortly after services were installed, and these were effectively addressed and corrected by several service calls dispatched out to the locationWe strive to perform all service calls within a to 48-hour time frame whenever possible We also reflect that a handful of calls were made for technical support and that these issues were resolved after appropriate troubleshooting measures were conducted, during the course of the calls The account has always carried a balance, with the exception of November, and January, The account was subject to several late fees which resulted from numerous late paymentsThe account was disconnected due to non-paymentOur documentation reflects that no payments had been received since March 8, Ultimately, this resulted in a disconnection for non-payment which took place on June 6, At that time the balance was $We applied the applicable credits (as we are a bill ahead company) and this brought the balance down to $The Early Termination Fee was added and the balance remains $We are unable to waive any of these charges, as they are all valid Thank you for having been a Rise Broadband customer ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Please, DO NOT add any additional services to my account without my prior approval
A letter after the fact does not constitute "prior approval"
Sincerely,
*** ***
Dear *** *** Thank you for contacting us via the Revdex.com regarding your additional concernsTo clarify; it is Rise Broadband policy that we deduct money from accounts set up on autopay at the beginning of the billing cycleAs stated in our Terms and Conditions, which can be found at: https://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servi...⇄ USER may terminate the Service at any time upon notice to RISETermination is effective on the date you contact RISE to cancel the Service or as of a future date designated by USER or RISE, provided RISE can support such future dateHOWEVER, PAID CHARGES ARE NOT SUBJECT TO REFUND SO IF USER CANCELS SERVICE BEFORE THE END OF A BILLING CYCLE, THERE WILL BE NO PRO-RATED REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH PERIODS REMAINING AFTER THE TERMINATION DATEADDITIONALLY, IF USER AGREED TO A SERVICE PLAN THAT REQUIRES A MINIMUM TERM COMMITMENT (“SERVICE TERM”), AND SERVICE IS TERMINATED PRIOR TO THE END OF THE SERVICE TERM, USER WILL BE SUBJECT TO AN EARLY TERMINATION FEE as set forth in the Additional Fee Statement (as defined herein)We did not base our response on the fact that this issue was presented to the Revdex.com, but rather as a measure of goodwillIn the Executive Services Department, we have the flexibility to work with customers to insure the best possible outcomeWe are affording the credit, not because of the Revdex.com complaint, but because we are advocates for the customerAfter the credits were applied and the final bill was determined, there is a total credit of $While we have sent a request to expedite the refund, we can make no promises on when it will arrive at your locationWe apologize for any inconvenience this may causeWe will do everything in our power to get this refund to you as expediently as possibleThank you for having been a Rise Broadband customer*** **
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Dear *** *** Thank you for bringing this matter to our attention via the Revdex.comWe are happy to work with you in providing a resolutionIt is noted in the account that a call was placed to our contact center on October 15, During this call you spoke with our
representative and also a supervisorThe information you were given was correct at the timeEarly this week, Rise Broadband made some changes to some of our policies regarding the Early Termination FeeOne of these changes falls under the situation you explain in this complaintThis change is one that is still being implemented and put into placeHowever, it results in good news for youBecause you moved to a location where we are unable to provide you with line of sight service, we will be waiving the early termination fee from this accountWe recognize that you were loyal Rise Broadband customers, dating back to before we changed our name from Sky BeamBecause you made every effort to keep us as your internet provider and because this happen through no fault of your own, the decision has been made that we will be placing a $credit on your accountWe would like to apologize for any miscommunication that took place during the callYou were not given wrong information; the policy has changed since that call took placeBut again, we sincerely regret if you had a poor customer service experience when callingAfter crediting the account, there remains a balance of $Please call us at *** or log into your account to pay the balanceThank you for having been a valued Rise Broadband customer, and thank you for taking the time to write to usWe are happy that we were able to resolve this matter for you*** Executive Services Specialist Rise Broadband
Dear *** We appreciate you giving us the opportunity to discuss this issueAs you are aware, there is an ongoing issue and an open case regarding your serviceWe are aggressively trying to resolve this in order to provide you with quality internet serviceWhile researching this issue I noticed
that you called in last week, February 5, We agreed to issue a credit to you in the amount of $off your bill for monthsHowever, the way our system works is that we issue those credits once the issue is resolvedYou have an active case right now, but you will see those credits on your account once that case is closedWe apologize for any inconvenience and frustration brought about by this situation and we thank you for being a Rise Broadband customer
Mr***, We would like to apologize about the frustrations you sustained in the past and are pleased that those have been corrected for youWe value you as a customer and your continued service with Rise BroadbandAs it currently stands, the total amount due on your account is $$of that total is days past-due and will incur an additional reconnect fee if it is not paid prior to day This 50-day late disconnect as well as the reconnect fee is further explained on our website www.risebroadband.com under the Payment and Billing section of our Terms and Conditions***, Escalations Specialist
Complaint: ***
I am rejecting this response because: The issues have not been resolved in there responseThey have identified that we downloaded an amount of data over their service but they do not address the constant slow speeds only 25% of what is promised and that we are asked to pay forWe have called on numerous occasions and have been told that a technician will contact us but this doesnt happenI have been told that those notes are on our accountTo say that there has not been any issue with down load speeds is a very dishonest s*ment to make. We "did" say that we are happy to pay for the service if they could provide with one that works as quoted in Rise Broadbands response however they have failed to do thisOnly one device could connect at one time most of the time and the downloads were at best 25% of what is contractedIt is like me buying a car which is delivered with only wheelIt is not what we bought and we want it fixing or taking awayWh would accept that? Who would pay for it?The issue of increased charges has also not been addressedWhen we contracted with the company there was one fee for unlimited dataThis changed without any agreement from us and of course poor service continuedOur internet price double, our service was terrible and we were told there is nothing anyone can do.I require a complete cancellation of my bill and our contract cancellingAgain if you look on line there are hundreds of very unhappy customers with the lowest CS scores I have foundWe are not alone in these same complaintsMany are talking about filing complaints with the FCC for their practices and I will add my name to that list if necessary. Sincerely
Sincerely,
*** ***
Dear *** ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for providing us with the opportunity to address the issues concerning slow speeds and connectivity and we hope to provide a satisfactory response to your inquiry
We sincerely apologize for any inconvenience or misinformation provided about our serviceWe have no record or information indicating that the tower that service was being received from was oversold, and a technician from another company would not be aware if our towers were oversold or not Rise Broadband is a Fixed Wireless service provider, and in order to receive service our antennas need to be pointed towards our towerOur records indicate that when we were contacted on 6/19/to cancel service, we did offer to send out a technician to see if we could improve service but the request was declined We also show that our technical support team has only been contacted times since We show contact for slow speeds on 3/17/2017, however there was no one at home in order to do troubleshootingWe were next contacted on 5/17/with questions about using a netgear nighthawk with our services, and our Technical Support agent advised of how to set it upFinal contact with our Technical Support Team was on 5/24/2017, and slow speeds were noted at that time It is part of our processes to have a Technician go out to a residence prior to cancellation of service due to technical issues to see if they can be corrected prior to cancellation, and if not then we waive the Early Termination FeeSince this process was refused, and there are no known network issues, the Early Termination Fee would be validHowever, as a courtesy for being a long-time customer and noted service issues, we have decided to waive the Early Termination Fee as a courtesy in this caseThis will leave a credit balance on the account of $83.66, which will be mailed to the mailing address on file, *** * *** *** *** ** ***If you would like to change the mailing address, please contact our Customer Care department at *** and they will be more than happy to update the informationThe typical time-frame for the refund to be received is 4-weeks once the credit has posted to the account, which will occur in 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 wish you the best in the future. *** **
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Complaint: ***
I am rejecting this response because:I have received the response from *** at Rise Broadband via the Denver Revdex.comI appreciate the information you have sent, however, we are still very confused and feel like we keep corresponding, but in different languages. So here, is what I think you are saying: We can enter a year contract with Rise for $a month which includes everything from Rise, except for required taxes. (Our previous taxes were a month)We can go month to month for $month to month plus required taxesIf the information above is correct, we will enter the year contract at the above price. If this is not correct, I need Rise to contact me ASAP, in writing only, what is not correct*** *** Account: *** ** *** ***
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11092975, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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,
*** ***
ACTUALLY, I DON’T BELIEVE THE BUSINESS RESPONSE THEY NEVER SENT ME PROOF OF, AS IN A DETAILED STATEMENT , OF DATA OVER USE I WILL MAKE PAYMENT ARRANGEMENTS WITH THE BUSINESS TO PUT THIS UNFORTUANTE EVENT BEHIND ME I BELIEVENTHIS BUSINESS IS LESS THAN ETHICAL
Dear *** ***, Thank you for contacting the Revdex.com with the concerns regarding the data overages after cancelation, and we would like to share the following; Rise Broadband sincerely apologizes for the inconvenience for the data overages that were charged to the
accountAfter fully reviewing the account, it is noted that the case was escalated to our corporate team on 1/15/to gain approval to credit for the data overages, as the total charged to the account was $The following day, the credit was approved and posted to the Rise Broadband account ending in ***This has left a balance of $on the account, which is due on 1/28/ 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
Dear *** *** Thank you for contacting us through the Revdex.com regarding the billing questions with your Rise Broadband accountAfter reviewing the account, we see that services were cancelled on January 6, Because Rise Broadband is a bill ahead company and the account
was already paid, we have credited the account in fullThe representative with whom you spoke may have been unaware of this due to our billing systemOnce an account is closed it takes at least hours for the correct balance to showAt this time, we show a balance on the account of $Payment will be sent in the form of a check to the address on file, *** *** *** *** *** ***Please allow to weeks for processingThank you for having been a valued Rise Broadband customer and thank you for bringing your concerns to us via the Revdex.comThank you, Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com
Dear Ms*** *** Thank you for contacting us through the Revdex.comWe appreciate the opportunity to clarify the billing statement which is causing concernAfter reviewing the account and the billing ledger, we have found where and why the account was charged the $During the
billing cycle between 6/29/and 7/29/2017, the data limit of 250gb was exceededThis is a charge for data overages, as seen on the billData used during this cycle was 383gb with a data cap of The previous month was a similar situation, with 413gb having been used and billed at (and paid) $For every 10gb used over the data limit, a $charge is appliedRise Broadband also sends out data alerts when a customer has reached 75% of their usageA second email is then sent when 95% of the data limit is reachedOnce 100% of the data limit is reached, Rise Broadband will send an email for every 10gb increment used above and beyond the set data cap of 250gbThe $in question was charged to the account on July 31, and is a valid charge for data overagesThank you very much for contacting us and we hope this provides clarity to the questions you hadThank you for having been a valued Rise Broadband customer*** PExecutive Services | Rise Broadband Phone: 844-411-RISE ***@risebroadband.com www.risebroadband.com
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
The Technician came out today and he was very helpful in explaining to me what the issues are with my service.
Sincerely,
*** ***
Dear *** ***,
We sincerely appreciate you taking the time to bring your concerns to our attention, in regard to your Rise Broadband Internet Service We have reviewed your account and we would like to share the followingOur network team opened Case number *** on June 13th, in regard to an interference issue they were evaluating in the areaWe are continuing to monitor the network to ensure that the issue is rectifiedAdditionally, our network team is working on adding more sectors to the region, which should help to alleviate congestion and overloadUnfortunately we do not yet have specific dates We have previously provided a credit of $on your account in light of the service issues and the inconvenience We sincerely hope this information provides clarification on your concernsWe value you as a customer and sincerely appreciate your continued support and service with Rise Broadband Kind Regards, ***, Escalations Specialist Rise Broadband
Initial Business Response /* (1000, 9, 2015/12/22) */
Dear *** ***,
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 doOur records indicate that a
$credit has been issued to your monthly recurring charge for the next three months until an upgrade is available in your areaI have reached out to our Network Team for an exact date at to when this will happenPlease allow a hour turnaround for a resolution
Once again, please accept our attempts to help you with this matterThank you
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 11, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although things are still not perfect they have improved somewhat and I have received the credit mentioned in Rise Broasband's responseI sincerely hope to equipment upgrade happens soon rather than later
Complaint: ***
I am rejecting this response because:Still cant get ahold of anyone at there phone number or chat...this is total garbage, our neighbors can not get through to them either
Sincerely,
*** ***