Rise Broadband

Dear *** ***, We appreciate you bringing your concerns to our attention through the Revdex.comThank you for providing us with the opportunity to address the issues concerning the account balance and we hope to provide a satisfactory response to your inquiry; Rise
Broadband has record of being contacted on 11/08/with a request to cancel service and the request was completed the same dayRise Broadband is a bill ahead service, so the statement for 11/14/to 12/13/was created on 11/01/and mailed outAs service were canceled prior to the start of the December statement cycle, these charges were removed upon canceling the service We charge for a full service cycle at a time, and per the Terms and Conditions of our service, we do not prorate for statement cycle when canceling serviceThe following can be found on our website, risebroadband.com; 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) The current balance on the Rise Broadband account ending in *** is $The most recent payment received on the account was on 10/18/As a courtesy, we have waived the $balance on the account, bringing the account to a $balance If you have further questions or concerns about the final balance, please feel free to respond to this email and we will be more than happy to assist, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***, July 21, 2016 We sincerely appreciate you taking the time to bring your further concerns to our attention, in regard to your Rise Broadband Internet Service We have reviewed your account with the area network supervisorWhile, as you referenced, there was a previous ticket open on the account (SOS ***) which may have resulted in the issues you’ve described, the ticket has been resolvedOur network team continues to monitor the area to ensure that any problems are promptly acted upon and addressed Upon reviewing the connection to your individual antenna, things appear stable as wellThe field technician who visited your residence on July 9th concluded that there was no issue found with the radio antennaWe would suggest contacting our technical support team to proceed with further troubleshooting if your issues have not subsidedThey can be reached at ###-###-####As previously stated, a credit in the amount of $was applied to the account due to the service issues experienced from the ticket that has now been resolvedWe 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

Dear *** *** August 22, Thank you for contacting us via the Revdex.com again so that we may further address the issues associated with the accountRespectfully, we must repeat what was stated in our original correspondenceThere have been no service calls to the location since September, We would be more than happy to set up a service call, but this would require a call to *** to set up a time that is convenient for youWe have both morning and afternoon appointments availableWe have again, today, checked the tower that provides service to the location and there are no known issues at this timeAll diagnostics run on this equipment shows expected performance levelsWith this information, it is clear the issue is at the residence, and every indication is that it would be resolved with a service callWe show no documentation stating that there was to be a $discount on the account, however we are more than happy to apply that to the account at this timeThis discount will provide $off per month for three monthsThis will be reflected on the next billing cycle, but has been place on the account todayThank you for contacting us again regarding this issuePlease call us so that we may schedule a convenient time to resolve the issues at the locationAnd thank you for being a valued Rise Broadband customer *** **
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Final Consumer Response /* (2000, 5, 2015/12/02) */
Thank you but this situation has been resolved
*** ***

Initial Business Response /* (1000, 6, 2015/10/14) */
Date 10/14/
Dear *** ***,
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have taken 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 there was a $reconnect fee charged to your accountAnytime there is an account that goes into a non-pay status this fee is appliedWe show that your credit card information on file recently changedPlease keep in mind, when updating your credit card information in the system it may take anywhere from to days to take effectIn the meantime, it is always best to make a one-time payment via phone or online to avoid these late fees or any disruption in your servicesWe also show that a letter was sent to your email address ***@YAHOO.COM informing you of your overagesOur infrastructure team is always looking for ways to improve our networkAt your convenience please feel free to contact our technical support department so they may address the issues with you concerning your speeds
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 Internet Services
www.risebroadband.com

Complaint: ***
I am rejecting this response because:Ms*** *
So, what you are saying is that you can advertise and
promise anything to lure me in as a customer, and then because of your “Through
Put Volume” policy loophole, you can discontinue the unlimited data plan I was promised without notifying me because it is my responsibility to check and
make sure that you haven't decided to change my data plan without
letting me know? And yet, if I am not
happy with the change you have decided to make, too bad, I
am still locked in to a 2-year contract with a $cancellation fee? How is this fair? How is this honest?
I will accept nothing
less than to have my contract with Rise Broadband cancelled immediately, to
settle this complaint I no longer trust Rise nor do I want to be one of their customers
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: no data was used after canceled and you said data was continued to be used after canceled not the case and the the person who contacted us had the wrong account usage attached to my accountWrong address she said we were in SeminoleAnd I think this needs to be looked into a little more. Thanks
Sincerely,
*** ***

Mr***,We have reviewed the information on your account, and I will attempt to help make sense of what happenedAccording to our records, the bill of was taken out as an autopay, but on that same day, the 5th, there was also a web payment made of the same amountIt appears that after
this, your card information was taken off autopayCorrect me if I am wrong, but on the 5th, did you remove yourself from autopay and then pay your bill via our online payment option? From what we understand, the card was not taken off Autopay before that month cycled, this resulted in the double paymentDue to the fact that we no longer have any card information on record, the adjustment we made to fix this issue did not go throughThis is why you have not seen any credit for that double paymentNow, the double payment that was made in error has gone towards your bill for January, and has covered it completelyLeaving a credit of on your accountIf you would like, we can write a check of this amount and send it to you, or we can leave that credit in the account and it will go towards your next bill, when that cyclesJust so you are aware, though you card was charged double, the money you paid into the account has gone towards your bill and nothing elseIn essence you paid for your next month of service in advanceAt this point, we can not credit you back anymore than the because the rest has gone to your bill for the next month. ***, Escalation Representative

Dear *** *** Thank you for contacting us through the Revdex.comWe appreciate the time opportunity to address this issue We are aware of an issue with the tower that provides service to your homeOur Network Engineers and Technicians have been working towards
a resolution, with the last update as recently as November 27, It is a known issue within our network that is getting much attention and a lot of activity is being directed into resolving the issueWhile we are currently unable to provide an Estimated Time of Resolution, we can confirm that our teams are exhausting every attempt to resolve the issue as soon as possible We sincerely apologize for the slow speeds that you have experienced in the recent weeks, but we feel that a resolution is within the near futureTo help compensate for the issue, we have placed a credit on the account in the amount of $91.90, which is equivalent to months internet chargesWe will be unable to offer credit for the future at this pointIf the issue should happen to continue, we will be happy to reconsider that amount if needed Thank you for contacting us regarding this matter and for being a valued Rise Broadband customer *** PExecutive Services | Rise Broadband Phone: 844-411-RISE ***@risebroadband.com www.risebroadband.com

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***Being that they are admitting they were intending on taking away the unlimited data at some point and the upgraded speed had nothing to do with this is simply not true we had no notification whatsoever by Rise they were taking away our unlimited and we needed to chose a different billing plan prior to this fiasco with their trickery in this email to upgrade speed onlyIt contradicts what we were told by their supervisor Joe when we called in about the 6th time regarding the charges to the account - we were told we did not talk to anyone and therefore we could not be held to the year plan for upgrade and he would credit the upgrade fee and keep us at 15mps which we have never had more than 3-so of course we were elated that they were offering increased speed which we have never received since responding to email - I want verification that we are not on year plan month to month as Joe told us and that we are back to 15mps since we have never gotten more even since December with the supposed speed upgrade we were tricked into and never contacted by Rise regarding any other issue of losing our unlimited in any way shape or form email , by phone , or the many many times (12) times by phone we contacted them in JanJoe informed us on Jan that Rise had taken it away when we accepted 25mps upgrade and being that we never spoke to a person he would put us back on 15mps and not hold us to year upgrade because we were not given the correct information or contacted properly by Rise as to the other changes that would take effect if we accepted the email offer If we had talked to Rise prior to accepting terms on email he said he could not help us I want credited the $upgrade fee as Joe said he would , be put back on 15mps monthly , and not be held to year as it was offered in a very nefarious way to trick long time customers into this very situation to fight for what they had instead of what the company decided without contacting customers they were going to do to our existing plan- If their true intention was to make it fair to all customers as stated in their response a letter should have been given to current customers prior to many changes in existing contract and it was not !! ever!!I want the $credited as stated for overcharges which it should be all of it we were never informed they were changing our plan in any way !!!I want $upgrade credited as we have never received any different speed than we were receiving prior to December and it was a fraudulent offer if you cannot give what you are offeringIt was a 2yr agreement trick which did not offer anything but 25mps speed upgrade with no mention of any other changes to current terms .I want to know we are month to month on 15mps plan so I can drop ASAP when other service is offered that cares to be honest with their customers and inform them when they intend on CHANGING PRICE AND TERMS OF AGREEMENT PRIOR TO DOING SO NOT making the customer deal after the fact.** Changing terms of contract without informing customers is just wrong and expecting me to believe the email and the discussion with your supervisor was all incorrect information and coincidental is a lot to swallow and I simply think you are exercising unfair business practices when you hide behind coincidence and I AM GIVING YOU FACTS

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsWe’re sorry to hear you’ve been experiencing issues with your connectionUnfortunately, it appears that during the last communication with us on
11/30/2016, troubleshooting was refusedDue to the length of time between the aforementioned call and any previous troubleshooting that may have been done, we would require the appropriate troubleshooting steps to be completed in order to determine if a technician would need to go out to the service locationWe sincerely apologize for the inconvenienceIn addition, please note that Rise Broadband is an “up-to” speed provider, and, while we will always aim to deliver the highest speeds possible, we are unable to make any speed guarantees due to the nature of the serviceMore information on this can be found at www.risebroadband.com under our Terms and Conditions and Open Internet Statement PolicyThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Dear
***, *** *** *** Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regard to the addition of the PC Care Support planWe appreciate the opportunity once again to address your concerns The 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 1-844-411-RISE (7473)Thank you once again for bringing your concerns to our attention*** Escalations Specialist

Mr***, Thank you for taking the time to notify us of your unsatisfactoryexperience with Rise Broadband Internet ServicesWe have taken every action possible to make sure this problem has been rectified and that we are able to provide the best solution possible to
your inconveniencesOur field techs are always working hard to keep the network working at the best possible service levels for all of our customersPlease accept our sincerest apology for any trouble this am 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. ***, Escalations, Specialist

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to provide clarification on this issueUnfortunately, for customer privacy reasons, we are unable to determine any specific causes of data usageWe sincerely apologize for the
inconvenienceHowever, due to a Rise Broadband router being used, we are able to see connected devices at any time with a call into our technical support line at *** for that information; it could help determine if a device that does not belong to your household is currently connected, which is sometimes the culprit of high usageAdditionally, you may call the technical support team if you would ever like to update your router passwordAt the time this is being written, we see five (5) devices connected to the router: two computers connected wirelessly, an iPad, an Android device (this is usually a phone or tablet,) and a Dell device (more than likely a computer,) connected directly to the router via an Ethernet cablePlease note that our data usage tool is not updated in real-time and can take 24-hours to reflect accurate usageThis would not mean that GB of data were used during the time the router was turned off, but that the data count had been updated while you were not onlineWe also suggest running a virus scan on all devices as some viruses can transmit high amounts of data whenever they are connected to the internetAt this time, your account has not accrued any data chargesWe always waive the first month of overages as a good will to our customers, and always send notices to the email address on file whenever a customer hits 75% and 95% of their data limitThank you for being a valued Rise Broadband customerRegards, ***, Escalation Specialist Rise Broadband

Complaint: ***
I am rejecting this response because:
So basically what I am taking away from this whole episode is one of three things....take your pick:a) Either your technician installed the equipment wrong orb) Your equipment was faulty orc) Your assessment that your service would work in my area was incorrectYour explanations never address the single overriding issue that your service didn't not work. You may hide behind the excuse that I didn't give you ample opportunities to fix your mistakes or I waited months instead of month to cancel, it still doesn't address the fact that I never received the service I originally contracted for. I'm sure lawyers much smarter than me have written an iron clad business friendly contract that I am obligated to pay, but I hope that potential customers will take heed and think twice before entering into any service agreement with your company. It is very telling when a company basically says "We know our service didn't work, but you are under contract, so you're still obligated to pay us". I will pay your $despite the fact that I received no benefit from your service. I take solace in the fact that I hope this whole episode will at least discourage one person from being taken advantage of in such a manner.I now consider the matter closed
Sincerely,
*** ***

Dear *** ***, Unfortunately, while we want nothing more than to restore your connection to its fullest potential, resolution in this matter will take timeFrequency interference caused by third party broadcasts are not something that we are able to control, and we must work around it in order to end any degradation in the connectionWhile we do not have a specified date when this work will be completed, we are diligently working to resolve this issueOur records indicate that you received a credit of $on October 10th, due to these ongoing service interruptionsWe have additionally credited your account $31.63, the equivalent of two weeks of serviceDue to the $discount over the next three months, your account will have been credited $in totalAgain, thank you for being a valued Rise Broadband customerRegards, ***, Executive Services Representative Rise Broadband

Dear
***, June 22, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concernsWe have reviewed your account and are aware that you have been experiencing ongoing service issuesWe have provided a one month service credit on the account totaling $Our network team is currently working on a time frame to upgrade to fiber in the area, which should help to alleviate congestion and help to stabilize the networkThank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedWe greatly appreciate your feedback and your businessWe here at Rise Broadband hope to have the opportunity to continue to serve you for many years to comeThank you, *** 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 meWITH THE EXCEPTION THAT SPEEDS IN PEAK HOURS ARE NOT CONSISTENTLY HOLDING AT LEAST TO 6MBPS IN THIS CASE, I WILL BEGIN A NEW COMPLAINT THROUGH Revdex.com I am aware of a packet loss issue with this tower as mentioned by a technician on or about April 4th or 5th when I once again called in to see why evening speeds had dropped to less than half of the (now) 10mbps that has been set for my account Apparently a ticket was created for repairs and the issue resolved
Sincerely,
*** ***

Complaint: ***
I appreciate this step in the right direction by Rise Broadband I accept that you will not be able to refund the equipment rental fees, but I would like to point out that in our case, the equipment actually ended up being the problem after two months of outages You mention that the rental fee is in part to cover the servicing of that equipment, but you did not order a technician to come service the equipment until October 3rd I accept that you will not be able to refund the loss of service that we observed days prior to us calling to report the outage But again, I would like to point out that it is your obligation to provide the service Good customer service does not rely on the customer having to prove that the service is being provided I feel that Rise should carry some of the accountability in knowing if they are providing the service they are supposed to
I am rejecting this response because: My understanding is that my case was changed from a service outage to a slow speed issue on 9/13/ I appreciate the offer of a one week refund for the slow speed issue, but the slow speed issue persisted until we requested a change in the location of our services on 10/7/ That is over three weeks of slow speeds that rendered our internet unusable If Rise would refund us an additional two weeks in conjunction with the one week offer for a total refund of weeks, I would consider the matter resolved Sincerely,
*** ***

Dear *** ***, Thank you for contacting Rise Broadband with the additional concerns regarding the slow speeds, and we would like to share the following; We have responded to the email sent to us and have scheduled a Technical Support agent to contact you between AM to PM (MST) today, 12/11/2017, per the email that was received on Friday, 12/08/ The Trouble shooting process allows us to identify the most likely cause of an issue, however, if there is another issue causing similar problems, then we may not be aware of it until we have resolved the first issue and see that there are still problems with the networkIn this case, there have been ongoing efforts to improve service quality in your area and several adjustments made over the last few months, coming to a head with several When an issue is identified, we take action to correct it and then test the system to see if additional issues are still present or notThe equipment we added to the local network to correct the congestion in mid to late November had a specific case for it, and this case was closed on 12/01/The delay in the closure of this case was due to a system error on our end, as was explained in one of our previous responses, which is why the agent with whom you spoke with on 11/30/advised that the congestion was still ongoingWe continued to monitor the network and saw that there was a spike in latency on the days mentioned priorWe have also resolved this issue now and no further issues have been detected on the network, though we are still monitoring to ensure no other issues come up 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