Rise Broadband

Dear Mr***, We are sorry that you have not accepted our initial responseAgain we apologize for the impact that the slow speeds are causing. We are striving to always improve the performance of our Access Point-Tower and matching the services to the customer needs including minimum levels We are making all reasonable efforts to delivery the best possible performanceAgain, there are plans to have upgrades implemented for our systemUnfortunately we don't have a defined time table in place on when this upgrade will occur. We do value your businessAgain we apologize for any inconveniences due to the concerns brought to our attention Kind Regards, ***, Escalations Specialist Rise Broadband

Complaint:
I am rejecting this response because:i want to keep this open until we receive the check.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because the stated service level of 15mbs were never at any time from installation of service to termination by me were reached. Delivering 1/10th of service levels (1.5mbs) despite repeated calls to technical support and pleas to customer service is unacceptable. The response dismisses any responsibility of Rise Broadband to rectify the situation. Technical support agreed during the last call that service levels were unacceptable and that termination of contract on my end for failure to deliver agreed upon services was justified. After a week of waiting for technical support to even look at the ticket I submitted I terminated service for cause.I restate my original complaint and request termination of contract with no penalties and a refund for unused service
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:We have been told this for the past several weeks, nothing has changed as a matter of fact, it has gotten worse A tech was at my house today and changed the equipment all out an ensured the cables and connections were all good He was able to connect when he first got here then it did what it always does and went unresponsive, he was sure it was the box or a connection After he finished, he was gone about minutes when the internet stopped responding againWhen I tried to do a speed test, it took 5+ minutes before the page even started to load and the download speed was Mbps and upload was Mbps We haven't had enough internet for the past weeks to say we have had any We really haven't had internet for over a month unless we use our Mobile Data and we don't have unlimited Data I don't feel that we should even have to pay a bill until they get our internet fixedThey should have to pay any overages we have on our Mobile Data! We are not going to settle for promises, when we see results then I will close this complaint.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although this resolution isn't satisfactory to me, I will accept it to gladly put this experience behind me
Sincerely,
*** ***

Mr***, After reviewing your account, our records show we gave credit back for the month of July and also for a reconnect fee in September Partial payments have been made from October - February 2016, however the account has not been made current with a $balanceAs the
account continues to accrue a higher balance for back payments owed, the ‘nonpay’ status is linked to your services and you will continue to see the reconnect fees applied once that 50th day is metAlthough you may not see a disruption in service, the account still goes through the process of a soft disconnect from buiof past payments owedThe best solution to rectify the situation, get payments caught up and avoid future frustrations would be to get the total amount of $paid in full and enroll your account with our auto-pay systemOnce auto-pay is established, we can give an additional credit to the account covering one of the current pending reconnect fees*** Escalations Specialist

Complaint: ***
I am rejecting this response because:The newest credit that is referred to for $has NOTHING to do with a service credit but has to do with me reducing my package down to a lower plan based on the horrible service until we can get a new provider out hereOur house and roof line has NOT movedWe are in the same location with the same trees from when we first signed upThe fact that you have a new tower has nothing to do with the tower we are currently and originally pointed toThe Enterprise Sales person (***) did call and was professional in explaining our optionThat would be to spend $per month to have a dedicated box just for us with new equipmentWe are NOT interested in spending more money with your companyThat amount is ridiculous and will not be considered. This problem is one that your company has created by OVER SELLING your services and not being able to facilitate that which you already had set upOnce again today we were told that your tower simply cannot handle the customers currently on itYour company is still taking in profits every single month from mine and my neighbors billings being nearly $per month for the worst service ever and nowhere near what you had promised usAgain we receive less than 50% of this speed and most of the time much less than what we are supposed to have receivedYour company has mislead us and other customers yet you continue to collect the monthly amount as if you were providing what you agreed; and you are not fulfilling your part of the agreementThe only reason we continued to pay our bill is the promises each month that you were upgrading your equipment on the tower we were pointed toWe have proof of those conversations and will produce them when the time comesWe are owed months of reimbursement and do not plan to let this matter go nor do many of the other customers we are referring to that we have spoken to
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The signature on the PDF File you posted is definitely not my signatureYou may want to check with the technician who did the installation, as it looks like he has signed that document instead of meAs such I understand there is no contract verbal or written so Rise Broadband still owes me a refund for $Please let me know if you can electronically forward me my refund and I will send you my routing number and account number.
Sincerely,
*** ***

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns and hope to provide clarification on the issue Unfortunately, without a call into our technical support line at ***, we cannot
address any issues you may be experiencing in your connectionNot only does a call into technical support help resolve any problems, but it also provides documentation of service interruptionsWithout this documentation, we are unable to provide credit for connectivity issues due to us not being made aware of any problems We show that a call was made to technical support on 9/We sent a technician out on 9/and it appears he was able to resolve the issueBecause of the downtime between the call and us being able to get a technician to the property, you were credited in the amount of $Because we have no documentation prior to 9/18, per company policy, we will be unable to credit any further amountWe apologize for the inconvenience Our technical support department is open between AM and Midnight Monday through Friday and AM to PM Saturday and SundayIn the future, please feel free to give us a call as soon as you notice any issues in connectivityWe’d be more than happy to help restore your connection Thank you for being a valued Rise Broadband customer Regards, ***, Escalation Specialist Rise Broadband

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to address your concernsAfter reviewing the account details, we would like to share the following: It 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 in speaking with any representative of our call centerRise Broadband has identified an issue at the tower that is causing the service to be intermittent, and/or completely down at timesWe sincerely apologize for the inconvenience and understand your frustration regarding this matterAs of this morning (3/28/2018) our Network Engineers confirmed that they have the necessary equipment needed to replace the malfunctioning unit at our tower, and were waiting for inclement weather to pass so they can replace the equipmentOur Networks team is confident that this replacement, as soon as replaced on the tower, will resolve the service issues you are experiencingIn light of your concerns and the difficulty that you have experienced from this, we have applied a 2-week service credit to the account in the amount of $We sincerely hope that this response provides clarification regarding your concerns, thank you for being a valued Rise Broadband customerBest Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***, Thank you again for contacting Rise Broadband via the Revdex.comWe hope to provide clarity on the situationWhile we would like to apologize for any frustration, we would need to replace the aforementioned equipment in order to aid in restoring full service connectivity at the locationAfter reviewing the equipment again due to the rebuttal, we do still reach the same conclusion as our previous responseWe have rebooted the radio equipment from our end to hopefully help alleviate the issue, but if you continue to see problems in the connection, we ask that you call *** to speak with a technical support representative in order to set up a service call to replace the Power Over Ethernet adapter, which is the power supply for the radio at the service locationWe would like to thank you again for being a valued Rise Broadband customerRegards, ***, Escalation Specialist Rise Broadband

Dear *** *** Thank you for taking the time to contact us via the Revdex.com regarding this matterThank you for allowing us to investigate this issueAfter reviewing the account, we can share the following: When our Dispatch team made contact originally on July 26, 2017,
it was a courtesy call, letting our customers know that we needed to update the equipment at the homeNotes in the account from that day reflect that it was stated that you were moving, but then when transferred to our Retentions Team, the account was not cancelledVarious options for higher speeds were made and the representative noted that you would discuss it with your husband and call back on MondayOn August 8, 2017, the account was closedBecause the land lord has denied the installation of our equipment, we will certainly waive the Early Termination FeeAdditionally, because it is stated on our website that charges will be prorated, we have placed a credit on the account of $This may increase, as any taxes associated with that amount will also be refundedWe will not be able to apply additional credits dating back to July 26, 2017, as at that time, the account remained open as it was stated that the option of faster speeds was something that was going to be discussed and the account was not closed at that time We apologize for any confusion or inconvenience this issue may have causedThank you for having been a valued Rise Broadband customer Thank you, ***
*** ***
*** ***

Initial Business Response /* (1000, 7, 2015/10/08) */
Date 10/8/
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
Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersWe tried calling you today to resolve this issueWe left a phone number where we can be reachedA service call has been scheduled for 10/14/between 12:p.mto 4:p.min order to upgrade your equipmentIf this is not a good time please call and rescheduleWe're looking for ways to improve our customer service experience
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

Complaint: ***
I am rejecting this response because: I've continued to contact Rise regarding constant outages and speeds of less than 5% of my rate planDue to the constant issues and the inability of Rise to resolve the issues, I've changed internet providers and cancelled my account as of today.
Sincerely,
*** ***

Dear *** *** Thank you for contacting us again regarding the Early Termination Fee on this accountIn my original response to you, I made a mistakeThe email we have on account is ***We have separate systems and this is the verified in both, as well as this communication with the Revdex.comInitially we had on file the email address of ***, and after that it was updated to *** and finally to ***Please excuse my mistake in my previous correspondenceThe determination has been made that the ETF is a valid charge and will not be waivedThe account enjoyed a lower monthly rate than it would have had it been on a month to month planThe year contract is available on each month’s billing statement, as well as on-line, by logging into your Rise Broadband account. It is noted that you called in on December 28, and spoke to one of our representatives about re-opening the account at a lower, discounted bundle price, but that order was not completedWe will waive the ETF if you choose to re-open the account, and this will start a new year contract on that datePlease call us at *** if you decide you would like to reinstate services with Rise BroadbandThank you *** Rise Broadband, Executive Services

Dear *** ***, Thank you for contacting us via the Revdex.com, after having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive Customer experience for all of our customers
We sincerely regret that this has not been consistent in your experience with our serviceRise Broadband has identified an issue (Case # ***) with our tower that is causing intermittent drops in connectivity for our customers at timesWe sincerely apologize for this inconvenience, and understand your frustration regarding this matterAt this time, we are unable to provide a specific date regarding resolution but we can assure you that our Network Engineers are treating it with the highest priorityAlthough we are currently unable to provide a specific timeframe for the resolution, this issue was identified in early February, and is being reviewed by our Network teamsHowever, in light of your concerns and the difficulty you have experienced because of this, we have applied a service credit in the equivalent of one month of service (not including taxes and fees) for a total credit in the amount of $We sincerely hope this response provides clarification regarding your concernsWe appreciate your patience as we work through the tower issues, and thank you for being a valued Rise Broadband customerBest Regards,

Dear Mr***, Thank you for your inquiry sharing your concern regarding not being informed of the rate increase and being charged city tax We have had the opportunity to investigate your concernI would like to share the following findings. Our rate increase have been
communicated in advance to taking affectThe announcement was through mail, our website and statementsThis is our first increase in years. All addresses are based on the US Postal Service Address SystemThe system determines whether an address is in or out of a given city limitsThen our systems factors and performs the sales tax calculations for the addressThis process have been in existence for a good number of years We hope we have addressed your concernsWe thank you for being a Rise Broadband customer Kind Regards, ***, Escalations Specialist Rise Broadband

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issuesIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customersWe sincerely
regret that this has not been consistent in your experience with our serviceRise Broadband has identified an issue with the tower that causes slow speeds at timeWe sincerely apologize for the inconvenience and understand your frustration regarding this matterAt this time, we are unable to provide a specific date regarding upgrades to the tower, but we can assure you that our Network Engineers are treating it with the highest priorityAlthough we are unable to provide a specific time frame for the upgrade, Rise Broadband has provided $over the course of the last several months to compensate for our current service issuesWe sincerely hope that this response provides clarification regarding your concernsWe appreciate your ***ience as we work through the tower issues, and thank you for being a valued Rise Broadband customerBest Regards,Danielle Y.Executive Services | Rise BroadbandPhone: [email protected]

Complaint: ***
I am rejecting this response because: You fail to acknowledge the problem of of your employees telling us that the cancellation fee would be $50. Yes, we talked to your "representative" and we paid the $My problem remains that your people, your employees told us, on two separate occasions that the fee would be less than half of that. Regardless of anything else, two of your people LIEDWhen we pushed them to clarify and double check their information, they again reassured us that it would only be $I want to know what is going to happen to these employees, and what you are going to do in the future to fix this problem from happening again! We took the time to see what it would cost us to cancel your poor service, and then when the bill comes due, you have to back track on what two different individuals told us and then charge more than double what we were promised. That is a really crappy way to do business! Hence why you are getting this complaint through the Revdex.com.
Sincerely,
Dr*** ***

Complaint: ***
I am rejecting this response because: I have still not received a copy of the signed service agreement as requested with the initial Revdex.com response rejection, and over the phone/chat with a customer service rep on 7/11/A statement and service explanation on a website is not legally binding contract...it is informational onlySo please provide me with the following: a copy of the signed service agreement, and an incident # to refer to in case the so called account adjustment doesn't appearIt isn't the first time that the company has stated they would do something, and hasn't followed through
Sincerely,
*** ***