Rise Broadband

Complaint: ***
I am rejecting this response because: I didn’t agree to the $support fee and knew nothing about itI will not pay itI want it removed.
Sincerely,
*** ***

Dear *** ***, Our data usage monitor rolls over every hoursData utilized on the final day of the cycle would not be visible until the first day of the following cycleAs a result, there may be a slight delay in the courtesy emails sent outThe additional $you referenced is not an overchargePlease note the breakdown included within our original responseAlso, per our original response, while we send out overage emails as a courtesy, the charge reflected on the statement would be considered to be the final and most accurate amountThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Dear Mr. ***, Thank you for your inquiry concern regarding your Early Termination Fee (ETF)We apologize for your experience. We have had the opportunity to investigate your concernWe could like to share the following information. The year
contact was established when service was set upThis was a verbal contract thenNo signature was required.The service(s) you are paying for is also indicated on your billing statement each monthExcerpts have been included to show exactly where this information can be locatedYou may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.comThese terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completed. Unfortunately we are unable to waive the fee for early terminationWe are most sorry to lose you as a customerWe do wish you well. Kind Regards, ***, Escalations SpecialistRise Broadband

Mr***Thank you for taking the time to contact the Revdex.com in regards to your service concerns with Rise Broadband so that we may provide clarification and/or assistance where needed. Per our records, you have a month contract in which you have been billed for months of those to date
During that time frame the required SLA has been met up until ***ch For April and May of 2016, the SLA was slightly under the accepted number, however, with the crediting system the account has been adjusted accordingly to make up for this which is acceptable in your agreed upon contract TermsYou have a total of months remaining on the contract at a rate of $per month, the total balance left is $7,While we are sympathetic to your recent connectivity issues, Rise Broadband has upheld the Terms of our service agreement and met the 99.5% SLA. I am not at liberty to discuss alleged actions of individuals employed or formerly employed with the company. Ultimately, Rise Broadband has no control over the policies you have in place for your customers due to internet complaints or otherwiseThose decisions solely at the discretion of your business practicesWe are only able to reimburse compensation for confirmed service interruptions, which has been provided up to date. We sincerely apologize for your recent frustrations and highly encourage you to continue to contact us when you have service interruptions or concerns so they may be addressed promptly. Thank you for your continued service with Rise Broadband. ***, Escalations Representative

*** ***, Thank you for bringing your concerns to our attention via the Revdex.comWe appreciate the feedback and take these matters seriouslyWe are sorry to hear about your poor experience with us, and for the frustration it has causedConcerning the rate increase, we implemented it in order to
continue providing our service and improving upon our networkThe money from the rate increase goes back into our network and allows for upgrades and improvements to be madeThere are currently multiple upgrade projects happening throughout the company, with more on the way, all intended to improve the services we offerWe apologize that the rate increase happened at the time of your discount, but that increase is what has allowed us to move forward in fixing these issuesAs of April 8th, the upgrade was completed on your tower, however another piece of equipment failedWe are currently waiting to receive the new equipment with an ETR of April 28th for this issue to be completely resolvedWe will be issuing a credit of $for the account for the days of bad service between the 8th and the 28th as well as for the lack of information and customer service givenAgain, we do apologize for the delay and ask for your continued patience as the issue is scheduled to be resolved on the 28thIf the Issue persists past the 28th, please call in and speak with one of our techsThey will be more than happy to assistIf there are any other problems or you do not see an increase in service performance, please also email ***This will go directly to myself and I am more than willing to help see this to a resolutionAs weather is a factor and on occasion can disrupt or interfere with our service, we are willing to give credit when these occasions ariseHowever we have no documentation showing weather has caused outages with your towerI would welcome you to email the above address if there are situations in which the weather is a factorI again am more than willing to look into this and assist in any way I canAgain, thank you for taking the time to inform us about this issue***, Escalations Representative

Dear
***, July 10, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns We have had the opportunity to further research your concerns, and would like to share the following: We have noted that our technician was sent out to the property in May At that time, he evaluated to determine if line of sight to one of our alternate neighboring towers would be viableUnfortunately, due to line of sight concerns, we were not able to provide service via an alternate towerWhile our Network Team is aware of concerns in the area, we unfortunately do not yet have a specific time frame for resolution of this matterWe sincerely apologize for any inconvenience this issue has caused We additionally would like to extend an apology for any unprofessional behavior or miscommunication you may have encountered with our field staff, or otherwiseRise Broadband strives to provide a positive and efficient customer service experience within each and every transactionWe sincerely apologize if this has not been consistent with your experience In light of the concerns with our area network, we have placed a one month service credit on the account totaling in addition to a temporary service discount for $off per month, for the next three months: for a total collective credit of $ While we would sincerely regret losing you as a customer, in the event you opt to cancel our service we will waive the $early termination fee typically associated with our year contract Thank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedWe thank you for being a Rise Broadband customerThank you, *** **
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Complaint: ***
I am rejecting this response because: My discount from Rise Broadband was due to my complaining about my bill going up every month, not the reliability of the connectionThe same day I was given the discount and a free month of "service" (to placate me for the bill issue), my neighbor had Rise installedThe correlation between the two went by me until recentlyI was not complaining to the techabout my internet connection, on THAT dayI told him about my bill and tried to warn my neighbor, but she was faced with the same thing I was last year; wait for the (only other) internet provider (which could be weeks and weeks) or take Rise now. The line of sight BS came a week or two after my neighbor was hooked up when they sent out a tech to look into my connectivity issue, and it was their excuse for over-selling the tower! I thought it was because they gave me a break on my bill, and now expected me to just be grateful no matter what service they provided from that point on, but I finally realized it's because they hooked up my neighborAfter year and months of nearly flawless internet, it suddenly started going out.I would accept the "line of sight" garbage had the feet trees just suddenly appeared overnight At first the internet was going out around pm every night after my neighbor was added to the tower(Amazingly, the "line of sight" was fine during the day)When I called about it, and they saw I wasn't buying the "line of sight" garbage, I was told the microwaves are weaker at nightThey have laid it at my feet to resolve their issue of over-selling the tower by going to all my neighbors and asking them to cut down their treesUntil I do this, they expect me to pay for a service I no longer have! I called Monday (5-14-18) about my internet being completely out all weekendThe excuse du jour was, "Ma'am, you are out in a rural area and it's spottier that far out." I AM NOT IN A RURAL AREA! At the very least this company is guilty of advertising as they boast (in their messages, when one is on hold) "the fastest internet no matter where you are"Unreal!No one I've spoken to, at Rise, will admit the REAL reason of an over-loaded tower! How can I have perfect service for over a year, and then all on the same day my neighbor was added to the tower I no longer have reliable service and/or very spotty (meaning a minute or two here and there)? Amazingly today, on a very windy day, with those big trees blowing all around, my internet connection is solidSo much for "line of sight"Is it a coincidence, today they replied to the Revdex.com, and suddenly I have internet service? HmmmmIt seems finally they are listeningSince I've also reported them to the FCC, they may be scrambling to make sure my internet (at least) is continuousIt's amazing what holding someone to their commitment will doIt has been effective (at least, up until now, for today)This company's business practices are deplorable and their customer service horrible to say the least! I don't know how a company is allowed to NOT provide the service someone is paying for, then tell the customer one lie after another to shut them upI don't shut up when I'm being ripped offI hope the contact from the Revdex.com and FCC will also help others from being run around by Rise Broadband's unethical business practices.I am on a waiting list, for the only other internet service in my town, and as soon as they have an opening on the tower (as they don't add people just to make a buck) they will install my internetThen I will be able to say goodbye to Rise Broadband.I want to make it clear, I will not be done with Rise until they stop screwing over the very people who keep them IN business. I am using the local news station's investigative services to look into this issueThey called Rise yesterday and was put on hold when they identified themselves, and no one ever came backWhy am I not remotely surprised?I will go as far as getting customers on board with boycotting if they won't provide what we pay forWe are who keep them in business and pay their salaryIt's like they're cutting their own throat to save a pinky finger!
Sincerely,
*** ***

Dear *** ***, Thank you for contacting the Revdex.com with the additional concerns regarding tracking of data usage, and we would like to share the following; Rise Broadband would like to send out a Technician to the residence in a final effort to resolve the data disputeWe have scheduled a Technician to come out to the service address on 2/15/between and PM local timeIf this time/date does not work for your schedule, please feel free to reply to the email address, [email protected], or contact an agent at 844-411-and we will be more than happy to reschedule the appointment Rise Broadband has run several tests on our own equipment and network to ensure our tracking of the data usage is accurate as requested, and no errors have been foundWe have made every effort to help and provide assistance during the data dispute, and if no errors are found by the technician, we have exhausted all forms of assistance that we can provide for the data dispute Thank you very much for your time and for your patience in this matter, David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] 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
We hope that this good feeling will continue in the days ahead
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I live feet from my mother in laws house, she has Rise internet service and receives the unlimited speedMy mother in law has one of you little receivers on a pole attached to her house so that there is a line of sight to your towerHer monthly service price is dollars and some changeThere are no trees in my yard and I am higher on the hill the she is, I do not think line of sight is an issue nor am I a trained professionalThe installer did not ever look at my situation because we spoke over the phone while he was on his wayBefore he arrived I postponed the installation based on his off site assessment of the available serviceI feel that Rise just does not want to honor their advertised price offered on their website based on my area codeI know that it is possible to receive unlimited speed at my location
Sincerely,
*** ***

April 21, RE:
*** Dear *** ***, Thank you for taking the time to contact the Revdex.com about this issueWe are happy to try to answer your concerns The decision was made to offer the PC Care 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 it Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services, effective April 13, You will see no charges for this going forwardWe hope this clearly addresses your concerns Again, thank you for the opportunity to clarify our business decision to offer PC Care support to our customersWe apologize for any confusion or frustration this has caused

Dear Mr***,
I am responding to your concern regarding slow speedsWe have looked into your concern and concluded the followingWe have not had any calls from you since 5/21/regarding the speed concerns you mentionedThere is connection and we show that service is being provided to
the up to speeds for your area
We would welcome the opportunity to work with youPlease call ###-###-#### and reach out to our technical support team so we may trouble shoot and attempt to resolve your slow speed concerns
Kind Regards,
Rise Broadband

Dear *** ***, Thank you for contacting the Revdex.com with the concerns regarding services provided and we would like to share the following; We are not showing a ‘*** ***’ as an authorized user on the account in questionRise Broadband takes the security
and integrity of our accounts seriouslyUnfortunately, we can only discuss specific account details to authorized users We recommend having the account holder update the authorized user section with Rise to further address any questions or concernsFeel Free to contact us by phone 844-411-to make the necessary updates Thank you for your time and patience in this matterWe look forward to working with you David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because: this is unacceptable business practice, we will not accept a $7,termination fee. please work out better terms, we are not getting the service we are promised, every time it rains our service is out, the technician him self said our equipment is for a residential client, not for an enterprise account/business. We want to be taken off this contract, and end service, we will pay up until we terminate service, THAT IS THE ONLY ACCEPTABLE RESOLUTION TO THISIF WE MUST WE WILL FIGHT THIS AND HAVE OUR ATTORNEY CONTACT YOU, ALONG WITH OTHER HOTEL ASSOCIATIONS
Sincerely,
*** ***

Dear *** ***, We wanted to take the time to thank you for giving us the opportunity to address your concerns via the Revdex.comAfter thoroughly reviewing the account we would like to share the following: After reviewing the notes, we are pleased to report that as of 10/08/
the account was upgraded, including a higher data package that we hope suits the needs of your residence betterAs was before mentioned, the plan will be $a month before taxes and fees, for the first year, at the beginning of year the plan will then be $a month before taxes and feesThroughout the length of the contract there will be a 250GB data allowance monthlyWe sincerely hope that this adjusted plan serves your data needs better, we appreciate your business and allowing Rise Broadband to continue to service your internet needsIn light of your concerns we have placed a one-time credit to the account in the amount of $30.00, for any miscommunication, or misinformation that there may have been regarding specific details of the previous plans data packageKind Regards, *** **
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Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsThe service in question was our PC Care Plan, which allows us to troubleshoot any personal computer issues you may experience, while we are normally
only able to troubleshoot problems in your internet connectionWe implemented our PC Care service with a two-month free trial, which was communicated via customer statements as well as both physical mail and emailsIn the event that the trial ended without the customer opting out of the service, $would be charged per month unless otherwise cancelledWe sincerely apologize for any inconvenienceWe show that a credit of $was applied to your account on 11/4/to refund any PC Care chargesYou will see no additional charges moving forwardThank you for being a valued Rise Broadband customerRegards, ***, Executive Services Rise Broadband

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12786876, and find that this resolution is satisfactory to me
Sincerely,
Jami ***

Initial Business Response /* (1000, 6, 2015/11/17) */
Date 11/17/
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 have applied a credit on your account in the amount of $Your account is at a zero balance
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, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted Rise Broadband's response as they honored my request to zero out my account with no remaining balance

September 6, Dear *** *** Thank you for contacting us again via the Revdex.com so that we may follow up on your concernsOur initial response to the Revdex.com did not specify a date when a check would be sent out, but rather that it wouldWe are uncertain as to who may have given the impression it would be within three weeksDue to our billing structure, it can take up to weeks, and sometimes a bit longer, for a refund to be processedAfter the final credits were applied to the account and the Early Termination Fee was waived, the balance comes to a credit of $We are processing payment as fast as we can and it will be sent to you as soon as possibleWe cannot guarantee a date; however, it is currently with our Accounts Payable team We have requested that this refund be expeditedWe have no further indication on when the check will be sentThank you ***
*** ***
*** ***

Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .***, and find that arbitration is necessary