Rise Broadband

Dear Mr*** ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for youWe are sorry to hear of frequent billing issuesUpon review of the account, two late fees have recently been refunded to the accountThe
account does not show a history of multiple late fees or billing disputes and the account is in good standingThe account is a year 20mb Residential plan, which was opened on January 27,While we certainly apologize about any possible mistakes that may have occurred on the account, they have been rectifiedRise Broadband does not engage in any “fraudulent billing”If a mistake is made, we resolve the issue as soon as we are made aware of itThe contract will end in January If the account is closed prior to that, the Early Termination Fee would be applied to the last statementThank you for contacting us and thank you for being a valued Rise Broadband customerChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Initial Business Response /* (1000, 6, 2015/10/06) */
Date 10/6/
Dear
*** W ***
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
It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersOur network team is working diligently on resolving your issueYou should see the changes to your internet services effective immediately
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
Initial Consumer Rebuttal /* (3000, 8, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just ran two speed tests from your site and have included them for your reviewThey show a and a 1.0mbps download speedI am paying for a 5mbps lineIt is 1/5th of the speed I'm paying for and the heavy traffic won't start for a few more hours which I'll be lucky to get on when it doesThank you for at least working on it now since the line is up although inadequate

Complaint: ***
I am rejecting this response because: The agreement between *** and Rise Broadband was for bundled internet/phone serviceRise Broadband is unable to complete the installation of the agreed upon services, periodWe were told that we would not be charged for any services until all services were functionalRise has admitted that they were unable to complete the installationThis experience continues to cost *** money, time and resources to disputeI understand that Rise made an offer to keep the internet portion of the agreement but *** never agreed to itWe need internet and PHONE service, not just internetThat was the agreement, signed and acknowledged
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:it is not only in ethical to charge for service not renderedIf I am forced to pay for services not tendered I will be filing a case in small claims court in *** *** *** for the return of the unused portion as well as filing fees and the difference between the speed of the plan that you charged and the service you actually provided
Sincerely,
*** ***

We apologize about the confusion with the check and all of the issues that resulted from thatWe are going to credit your account back the $which was the balance of the checkthere was a balance on the account of $which the credit will cover and you will receive a check for the
balance in the amount of $Again we apologize for the inconvenience we have caused you

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** its very sad and very poor service in several areas on your partThe "service" that you provided in the area per your team ha said that half the time id be paying for service and wouldn't even be able to use my internetI understand that it's not your fault personalyYou would think that if a company really cared about its customers that they would be willing to work with them and not against them

Complaint: ***
I am rejecting this response because:The above picture depicts the speeds I am running even though I pay for meg... It has been like this since Aug 2017. They WILL not spend the money to make the fixes THEY KNOW they need to make
Sincerely,
*** ***

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 and we hope to provide a satisfactory response to your inquiry Rise Broadband currently shows
that the service package on the account is an up to 5mpbs download and an up to 1mbps upload speedRise Broadband does not throttle our speeds below what the package maximum speeds entailWe do try and get as close as possible to the speeds as possible, though being a Fixed Wireless Internet Service Provider, we cannot guarantee our maximum speeds at all times It is noted on the account from our Technical Support team from when we troubleshooted that the likely cause of the slower upload speeds is from background usage from programs such as: - VPNs, peer-to-peer or Windows-style network file sharing - Certain "smart home" devices such as security cameras and internet-enabled appliances - Viruses, spyware, or other malware It is recommended to run in-depth anti-malware scans and turn off all programs or devices listed above and re-test the speedsIf the upload speeds are still slow, we would ask you to contact our Technical Support team at 844-411-7473, option 1, so we can do additional troubleshooting while directly connected so we can further research the issue based on fresh data as the previous information was done through a router We sincerely hope this information provides clarification regarding your concernsThank you for being a Rise Broadband customer, and for your time and patience in this matter. *** ** Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ** ***, Thank you for your responseWe hope to provide further clarification regarding our decisionDuring the service call on 12/27/2016, the technician determined that there was degradation in the connection due to the distance from the service location to the access point on
the tower siteIt was at that time that he was given authorization to repoint the equipment to the previous tower and return the account to a Mbps service planPer our original response, any promotional items are not included in the terms of the contractual agreementAt this time, Rise Broadband does not offer unlimited data to residential customersWhile we sincerely apologize for any inconvenience, we will not be able to apply the expired promotion back to the account in questionAgain, thank you for being a valued Rise Broadband customerRegards, *** *** ***
*** ***

Complaint: ***
I am rejecting this response because:
There has never been a rate adjustment for the actual delivered speedsA business, by law, cannot charge for service, which cannot be deliveredThe FACT that I had my service initiated with an OUT OF DATE, radio transceiver, which would never have received the "up to" Mbps speeds as advertised is another measure by which corners are cut, at the expense of the customer, on the part of the company--through which they amass a great profit The other issue is that a request was made for a copy of the signed service contract, which the company cannot produceWith that, if there is a need to discontinue service, due to continued disruptions and inadequate-significantly lower speeds than those being paid for, Rise has no recourseI do not accept any response from this company in their excuses for service which they charge, and cannot deliverThey have to be held accountable, like all ISP companies, who consistently engage in misrepresenting their service speeds, and charging customers for services which they do not provideI expect partial reimbursement on my bill for the past year to reflect the actual internet speeds, that the company deliversNOT Mgps....because I don't get 20Mgps...
Sincerely,
*** ***

Dear *** * ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review the final charges on your accountIt 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 serviceDue to the issues you experienced, we have released you from the contract and have waived the ETF that was tied to the contracted planAll fees and final balances have been clearedYour account reflects a zero balanceWe regret losing you as a customer and hope you are pleased with the actions that were taken to rectify the situationBest Regards, *** ** Executive Services | Rise Broadband Phone: *** *** ***

Dear
*** June 13, Thank you for taking the time to reach out to us with your concerns about the addition of our new 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 periodWithin 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 forwardI hope this clearly addresses your concernsIf you would like further clarification on the matter, we encourage you to call *** *** Escalations Specialist, Rise Broadband

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,
*** ***

Initial Business Response /* (1000, 6, 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 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
I am showing that on 7/28/15, your account was removed from collection and that you had spoken with a billing specialist to get the billing taken care of
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, 8, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After discussing the situation with someone in their accounting department, it was shown that I indeed owe them the money from a absolute contractual basis, and that I was wrongFine
Given the problems over the years, the lack of customer care, and their focus extracting whatever they can from their customer base without any improvements over my years of a customer, I cannot recommend Rise at allVery disappointed with their serviceThey got their money while I was completely disconnected for a monthI hope they are happy
*** ***

Complaint: ***
I am rejecting this response because:I'm confused, if you experienced a rate increase in November of but my service rate didn't increase and my bill did, then what increased? Rise is just throwing an extra $a month in there on the "items" you can increase to make up for it? Because that's what it sounds like on the consumer end.And I will not be updating the auto pay because I am moving before the end of the month and I am already paid through 9/11, so no, I will not be giving you access to my new card numberRise is just as bad as CenturyLink and I will not be returning after cancellation.
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,
*** ***

Dear ***, July 26, Thank you for submitting your concerns once again to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns The data usage monitor we offer on our website reflects a daily data usage overview from midnight to midnightWe do not currently offer a more detailed breakdown of data that is viewable on the Rise Broadband websiteOur Network Operations Department monitors the accrual of data usage from your specific equipment and the IP address allocated to your homePlease ensure you are utilizing a secured connectionWe would suggest contacting our technical support department for further suggestions on decreasing your data usage They can be reached at ###-###-####We sincerely hope this information provides clarification regarding your concernsThank you once again for bringing your concerns to our attentionThank you, *** Escalations Specialist

Initial Business Response /* (1000, 10, 2015/10/09) */
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
In reviewing your account, I am showing that we had a technician out to your location for a service call on May 21stThey replaced and moved the equipment at your locationWe have also resolved the interference issues on the tower that you point toIf you are still having issues please contact technical support so that we may resolve the 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, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear *** ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue, we hope to provide a satisfactory response to your inquiry After a detailed review of the account, we would like to share the
following information; To begin with, we sincerely apologize for any miscommunication and promised phone calls that were not returnedPlease accept our apologies for any lapses on our end regarding possible lack of communicationWe have reviewed the phone call, dated June 1, We do not believe there was any misinformation provided, but rather a lack of full informationIt is clear that the representative made no mention of a data capHad it been mentioned, it would have been easier for you to make a decision based on all the data usage in the householdBecause this was not conveyed during this phone call, we have determined that we will most certainly not be charging the Early Termination FeeWe have credited the account $250.00, which leaves a zero-dollar balanceAgain, we apologize for any frustration or inconvenience this situation has caused youWe sincerely appreciate you having been a valued Rise Broadband customerThank you, *** **
*** *** * *** ***
*** ***
***
***

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns and are sorry to hear that you’ve chosen to go with a different providerOur records show that, since installation in June 2015, we have only been
notified three times of issues in serviceThe first call took place on 7/11/regarding no connectionAnother call was not made until 10/5/2016, which was in regards to slow speeds, with an additional call on that same day to reauthenticate your router after direct connecting to the Ethernet line with a computerUnfortunately, if we are not notified of any issues with your personal connection, we cannot take the necessary steps to troubleshoot and resolve the issueCalls into technical support not only allow us to do the aforementioned troubleshooting, but it also provides documentation for creditsOur technical support department is open from AM to Midnight Monday through Friday and AM to PM Saturday and Sunday and can be reached at ***At this time, the early termination fee of $is valid and will be charged in the event that the account is cancelledPlease see the below excerpt from our Terms and Conditions: If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $Early Termination Fee or the remaining portion of the contract, whichever is lessThank you for being a valued Rise Broadband customerRegards, *** Escalation Specialist Rise Broadband