Rise Broadband

Dear *** ***, Thank you for contacting Rise Broadband regarding the Early Termination Fee, and we would like to share the following; After reviewing the account, our records indicate that the most recent contact with our Technical Support team was on 08/24/2017, where slow speeds
were reported, prior to the cancelation request on 11/29/The Customer Solutions agent offered to send out a technician to try and improve service levels but this was declinedAs the most recent documentation we have was from August, there were no network issues and our offer for technical assistance was declined, the Early Termination Fee is valid on the account 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 experienceIf you have further documentation showing contact with our Technical Support team, please forwarded it to the email address, ***@risebroadband.com, and we will review our decision for the Early Termination Fee Thank you very much for your time and patience in this matter, *** RExecutive Services | Rise Broadband Phone: 844-411-RISE ***@risebroadband.com www.risebroadband.com

*** *** I do apologize for the issues you are experiencingWhile we do make every effort to maintain the speeds customers are paying for, due to the nature of the equipment we are unable to guarantee full speeds for all customers at all times In the case that the customer does see
degradation in their connection we do urge them to call in so we can troubleshoot the problem and work on a solution as soon as possibleI do show that you are receiving a $a month discount on your account I can see a record of each time you call in to report an issue but I am not sure who *** is or where you might have spoken to herWe are providing you with speeds up to 5MG at a discounted rateThank you ***, Escalations Representative

Dear ***
*** October 11, Thank you for contacting us through the Revdex.comWe appreciate your time in reaching out to us so that we may provide clarification on this matterWhen the account was created, in May, 2015, as part of the agreement to the 10MB-Year contract, we provided free installationThis fee is normally $but is waived when customers agree to a year planWe charge an Early Termination Fee of $on any account closed before the year term has expiredIn this case, the contract would have ended in May, Please 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 lessAdditionally, when our service is initiated, we collect a signature from the customerI have included the signature we have on file from the joint account holder, stating agreement for a 10MB Year planWhile we certainly apologize for any misunderstanding, after a thorough review of the account, we have found that the ETF is valid in this caseAfter the payment that was made on October 10, 1026, there is a remaining balance of $Please be aware that we allow a full days for that payment to be madeWe welcome you to call and speak to one of our billing specialists at *** We are sorry to lose you as a valued Rise Broadband customerThank you, *** Escalations Specialist, Rise Broadband

Complaint: ***
I am rejecting this response because: I will accept this if my payment made on 04-03-is credited the $for that month also, because we did call billing and were denied at the timeThere reasoning is we had not called to complain of the slow speed, my response is until the tower issue is resolved the problem will remain and I feel I should not have to call every month to remind them. So also I would like to have a note put on my file/account stating this, so I don't have to explain it every time I call a billing agent for the creditWe realize that there are issues you are trying to solve, but you must also realize this has been on going since march of and explaining every time we call is a waste of time for everyone.If this is agreeable then I will accept your response, .
Sincerely,
*** ***

Dear Monique Strickland, Thank you for contacting the Revdex.com with the concerns regarding the amount being charged for service and the *** Gift Card, and we would like to share the following; Rise Broadband sincerely apologizes for the delay in the *** Gift Card being
deliveredWe are currently researching as to why this wasn’t delivered, and are working with *** TV to ensure that the second *** Gift Card is received as quickly as possible We have been attempting to work with *** TV to have the name of the account updated to the business account we have on file, “Abundant Hands of Hope”, but *** TV will only allow a business service to be set up at specific locations, and generally will not allow business accounts at a home residenceWe recommend contacting *** TV about the name on the account, as *** TV will not allow Rise Broadband to change the name on the services Rise Broadband is not able to see the billing for *** TV services, as we are not the same companyRise Broadband is an authorized reseller of their services; however, we do not have any access to their systemsWe sincerely apologize for the inconvenience, but Billing disputes will need to be brought to the attention of *** TV as we have no access to their information Since the service was installed, there has been a total of two late fees and two reconnection fees have been charged to the accountWe have previously waived one late fee and one reconnection fee on 1/25/We have credited both the remaining fees, and the combined credit of $will post to the account within one to two business days We are more than happy to follow up with you next week with more information about the *** Gift CardPlease send an email to ***.com if there is different email address or contact number that would be best to reach you on than the one on file and we will be more than happy to assist youThank you very much for your time and patience in this matter, and for being a Rise Broadband customer, David ** Executive Services | Rise Broadband *** *** ***.comwww.risebroadband.com

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Hello *** After speaking with you on the phone I felt like we got this issue resolvedWe spoke on January 27, after I returned your callSorry we had a hard time catching up with each otherSo, it is my belief that we have resolved this issue, but in the event that I am mistaken, please email me at *** Attn:*** Thank you ***, Escalation Specialist

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 Rise Broadband apologizes for any inconvenience caused by service issues experiencedWhen service issues are experienced, we strongly recommend contacting our Technical Support Team to enable us to conduct necessary troubleshooting measures and to work towards a resolution Our records indicate that we were last contacted about service issues on 02/13/2017, with additional contact on the previous dates of 02/12/and 02/11/As we have noted, there were intermittent connection issues at that time due to a tower related issue Our Tier Technical Support sent an email on 02/16/advising that we had fixed the network issue causing these issues and if any additional issues were experienced to contact us as soon as possibleThe only prior contact on record to our Technical Support Team was on 05/12/with a request for assistance with logging into a wireless router When we were contacted about the data overages and then later about cancellation of service, we do not show that there was any mention of service issues at that timeAs we were not contacted about service issues, and are not showing any network issues in the area, we are not able to waive the Early Termination Fee or the Data Overages on the accountAs was explained in our original correspondence through the Revdex.com, the rate that is being charged for the service is the rate in which the service was contracted for We sincerely hope this information provides clarification regarding your concernsThank you for having being a Rise Broadband customer, and we wish you the best in the future. *** **
*** *** * *** ***
*** ***
***
***

Initial Business Response /* (1000, 8, 2015/09/30) */
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
Rise Broadband, is dedicated
to resolving your issueWe scheduled a service call on 07/14/2015, a service
tech realigned your dishWe spoke on 07/16/2015, you stated that there were no
improvements in your internet serviceWe informed you that your area is scheduled
for an upgrade by August 10, 2015, you should see improvement and if not then
we will discuss other alternativesWe also offered you a credit in the amount 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
Thank
you,
*** ***
Customer Care Supervisor
XXX-XXX-RISE
http://risebroadband.com/

Complaint: ***
I am rejecting this response because: it wasn't just a lack of speed that was the issueMost of the month was spent without service at all which is why I was credited those amountsAlso, I did not receive a $a month credit for months due to speed, that was part of the promotion package I signed up forIf you can't provide the service that you were contracted to then why should I be contracted to stay with you?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:On multiple occasions I have asked how accurate Rise's data usage web page is. I have been told more than once that it is accurate and up to date every hours. I only see a change to usage after midnight. I had an online customer service agent tell me that even with the router off, I am using data. When I called her on it, she stated that she was sorry I felt that way and she disconnected the chat. I kept a screen shot of that conversation. I also re verified that they update their data usage information every hours. The data should have updated at midnight of the 29th and should have shown no data usage until Monday night at midnight on the 2nd. During that time frame, according to them I used 35Gb.Screen shot where I was told I was using data while the server was off:
Live Chat
Ended
System
8:AM
Thank you for
contacting Rise BroadbandPlease do not type until an agent has responded,
Thank you
Agent
8:AM
Thank you for chatting
with Rise Broadband, my name is ***To whom am I chatting today?
You
8:AM
*** ***
Agent
8:AM
How can I be of
assistance?
You
8:AM
***, I have been
having data usage issuesExcessive amounts of data for the last monthCan you
tell me how much data I have used the last days?
Agent
8:AM
I can notWe do not
break it down by each day, we just have the grand totatl
Agent
8:AM
You can see that here:
http://datausage.riseb.net/usage/
Agent
8:AM
Did that link work for
you?
You
8:AM
***, I have been to
that pageOn Thursday, I had used GBI turned the Rise box off
completely for the entire weekend and never turned it on until just now
According to your page, I used almost GB with the box turned offHow is
that possible?
Agent
8:AM
I am sorry but I can't
give you detailed information about the dataWe do not break down the usage by
day or program because that's really sensitive / secure information that we'd
have to look at
Agent
8:AM
I can give you general
information about things that are known to use a lot of data, such as streaming
videos or playing games on a console
You
8:AM
***, are you kidding
me? You must beIf the Rise broadband box is turned off, I cannot use dataNone
what so ever
Agent
8:AM
Here is what I can
give you: Netflix, Hulu or any online movie / video streaming uses a large
amount of data, especially if there are multiple users in the household that
stream at a timeGaming online can also use a lot of data as well (Xbox or PS
or anything along those lines)Another larger use can be if you have any
neighbors nearbyI recommend changing your router password frequently to
ensure that nobody can be using your data or routerThe last type of large data
usage we tend to see can be virus activityI recommend running a virus swipe
on all of your devicesAny virus that could be actively running on any device
would be obtaining quite a large amount of data to keep the virus running
You
8:AM
The router was turned
OFF for DAYS! You cannot use data with the router turned OFF!
Agent
8:AM
The router is not the
device the brings the signal into the home
Agent
8:AM
The device that brings
the signal into the home would be the little box that's hooked into the router,
it would be plugged into the WAN, internet slotAs long as that is powered on,
it's sending the signal to you and data can be used
You
8:AM
The router is what
lets people access the signal
You
8:AM
Bull!
Agent
8:AM
I am sorry that you
feel that way, but that is how our service worksYou do not have to have a
router on or even installed to get service with Rise
Agent
8:AM
You do, however, need
that little boxIt's called a Power Over Ethernet
Agent
8:AM
I have not received a
response in this chat from you in a few minutesI am going to end this chat,
but if you need further assistance you can come into chat againYou can also
call ***
Here is the exchange today verifying data is accurate every hours:
System
2:PM
Thank you for
contacting Rise BroadbandPlease do not type until an agent has responded,
Thank you
Agent
2:PM
Thank you for
contacting the Rise broadband support chatMy name is ***, how may I help
you today?
You
2:PM
***, I am curious as
to your data usage page and how often does it update? Every hours? Every
hours?
Agent
2:PM
Every hours
You
2:PM
I am trying to track
my data usage so if I shut all devices down but one, and track it for hours
it should tell me how much data that device used in that hour time frame?
Agent
2:PM
Yes
You
2:PM
Thank you very much
Sincerely,
*** ***

Dear *** ***, After reviewing the account history, it was discovered there were tower related issues that started in early and were resolved in November We apologize for this inconvenience and certainly understand your frustrations regarding this matterThe service adjustment offered in the amount of $is equivalent to a years’ worth of service creditThe goal is to credit the difference between the speeds you were getting and what you were paying for during We hope this response provides additional clarification regarding your concernsWe are pleased to know your service issues have been resolved and we thank you for being a valued Rise Broadband customer Best Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because:I believe the appropriate response from Rise Broadband would be to issue monthly credits for each month the problem has not been resolved, which is august of to the time the issue is fixedThe problem is completely on Rise's side , not the customersIt is in fact ridiculous that I have been told that if I change the plan I am currently paying for , that I would lose the terms of my plan, and that any such credits have to be issued after the your problems are fixedThat is literally holding the customer credits as RANSOM as no such credits would be received if the customer left your service, which is THEFT in my book.I would also like to point out that this problem originated because Rise deliberately over sold their 15mbps plans knowing the equipment couldn't handle the bandwidth from the quantity of customers they accumulated Your customers deserve betterDoing something meaningful for your rural customers to remedy the problem would be met with a very positive response
Sincerely,
*** ***

Dear *** *** Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for you We sincerely apologize that the Visa Gift Card was never receivedRise Broadband does not engage in any “bait and switch” tactics,
nor advertisingThere was a complication in getting the Visa Gift Cards sent to us by a third partyThis is not said to place blame on anyone elseIt was our promotion and the cards were delayed through no fault of our customersWe sincerely apologize for the extended delay Unfortunately, at this time we no longer have the ability to get the cards out to our customersThe resolution we have established is that we can place a credit on the accountWe will not be able to fulfil your request of doubling the amount of the value of the Visa CardHowever, a credit has been place on the account in the amount of $This credit will show on the account within 24-hours Thank you for your patience during this extended period of time it has taken to get this resolvedAgain, we offer our most sincere apologies that the cards are not being mailed out, and we hope the above solution will resolve the matter for you Thank you, *** PExecutive Services | Rise Broadband Phone: *** ***@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
Sincerely,
*** ***

Dear Holly *** Thank you for contacting us through the Revdex.comWe appreciate the opportunity to further address your concernsWe would like to share the following: As previously mentioned, our Technical Support team reported that when following up with you regarding the speeds on 3-15-you were not home at the time to test the speeds, but would follow up with them if issues with the service still persistedUnfortunately, our Technical Support team has not been contacted since that dateAt this time our recommendation is to have you call our Technical Support team at your convenience to peruse the necessary troubleshooting steps to identify what is affecting your services currentl** They can be reached at 866-988-We sincerely hope that this response provides further clarification regarding your concerns and thank you for being a valued Rise Broadband customerBest Regards, Danielle ** Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** *** ***, 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 After thoroughly reviewing the
account, we have concluded that we will be able to close the account without charging the Early Termination due to the service issues you have been experiencing In addition, we have provided three months of credit, totaling $to the account due to the service issues that were experiencedWe are not able to credit you for the full duration of the service as the internet service was being provided and our records indicate that data was used during this timeframe The Rise Broadband account *** is still open currently, however you can contact our Customer Solutions Team by phone to cancel your service and they will be able to further assist you and to provide details regarding account closure We are continuously working to expand and improve our network and we continue to explore ways to improve the customer service experience. Your feedback is very valuable to us. We hope that this information helps to provide clarification in regard to your concernsThank you for being a Rise Broadband customer. *** **
*** *** * *** ***
*** ***
***
***

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

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/
*** ***,
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 show that you submitted this complaint on 07/05/Since filing your complaint we set up a service call on 08/18/to have you moved to a different tower, we also came out on 09/09/to make sure that your internet is up and runningIf you still have issues on-going issues please let us know
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

Complaint: ***
I am rejecting this response because: This is a terrible businessI have barely had service since oct yet I still have to wait for you to resolved your issues but yet still be billed full priceWhat a rip off!
Sincerely,
*** ***