Rise Broadband

The bank is going to look in the archivesThis is years oldI contacted Rise Broadband years ago when I was have all the trouble with my internestI had to ask my step Dad to sit here for the tech to come out three different times to try to get my internet fixedThat did not happen and the last time he came out he took the equipment and left me with no internetthis is a poor way to treat a customer of years plusThe deposit shows in the contract and it will be hard to get a copy after this many yearsEven the IRS only require you to keep years backRise knows I may not be able to get the reciept and they can take my deposit and expenses to their goodThat is theft if my funds.*** ***

Mr***,Thank you for taking the time to address your concerns via the Revdex.com for consideration.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 prior to it taking affect, which also initially begins as a (two) month free trial period. Within 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 itPer our records, however, your account has been voluntarily terminated at this point and is pending an equipment pickupI sincerely apologize for your frustrations and would like to extend our gratitude for your previous services with Rise BroadbandWe would be more than happy to welcome you back as a valued customer should you decide to utilize our services again in the future. ***, Escalations Representative

Dear *** What I had said previously was trueThere was some error in our system that prevented checks from printing to some people last monthI do not have an estimated time of when that issue will be resolved but I can tell you that in your case, we are going to bypass the system and do a manual checkI had no idea this issue was ongoing or I would have kept you aware of what was going onI spoke to someone in cooperate billing this morning and was told “it usually takes one to two days” to send those outI sure hope this is resolved for you this time, and again, I apologize for this very long delay. ***, Escalations Specialist

Dear *** ***, We are sorry to learn that our first response to this complaint was unsatisfactoryPlease allow us to clarify the reasoning behind our decisionPlease be aware that the previously stated information was documented by reviewing the recorded calls that took place on the dates providedRise Broadband has provided you with an honest and factual summary of those callsDue to the nature of our system, any time an account is reviewed, there is documentation even in the event that direct notes are not leftOur records indicate that the last time the account was reviewed, other than during the call on 1/16/17, was during the correspondence on 8/19/During that previously mentioned correspondence in August, it was clearly stated, on several occasions, by both the agent and the supervisor that the $balance would be sent to collections after days of delinquencyThe early termination fee was accepted as part of the contract in placePlease see the below excerpt from our Terms and Conditions: If USER agreed to a Service 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 Fees and Payment Terms Disclosure Statement as it may be updated from time to time and which is available at http://risebroadband.com/wp-content/uploads/2016/10/Additional-Fees-and-Payment-...⇄ The previous decision that the early termination fee is a valid charge still standsAt this time, as advised by the supervisor on 1/16/2017, the balance has not been completely charged off of the accountIn the event that the balance is paid in full to Rise Broadband, we will notify the collections agency of payment and they will remove the balance from their recordsIn the event that the balance is left unpaid, resulting in the account being closed and completely turned over to collections, we will be unable to assist or accept paymentRegards, ***, Executive Services Rise Broadband

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your concerns about the service charges on the accountIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our
customersWe sincerely regret this has not been consistent in your experience with our serviceOur records indicate our technical support team was last contacted on 2/10/2017, and prior to that was in December of We are more than will to assist our customers with any service issues, and can be contacted at 844-411-7173, option We also have chat and email contact options as wellAfter reviewing the account, there have not been any recent network issues in your areaThe most recent payment received was on 12/22/2017, for $and paid for the service cycle 12/21/to 1/20/This service is our Residential 5MB 2yr Contracted plan, that was agreed to on 3/21/Service has been interrupted due to non-paymentIn order to restore service, a payment can be made by calling 844-411-7473, or by mailing a payment to PO Box 844580, Boston, MA If you would like to cancel services, please contact our Customer Solutions team at 844-411-7473, option then 4, and they will be able to assist you David RExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

A couple of days ago, I called Rise Broadband and got to talk to Warren, your tech, about an ongoing problem I've had for six weeks or longer. I want to compliment him on getting right to the root of the issue. I didn't have much luck talking to a female techs the previous week. In the previous week before that, I couldn't even get one to pick up the phone.

Warren didn't waste my time by telling me to unplug everything, reset the router, etc. I had done all that stuff multiple times before I even got Warren on the line.
I explained to him that everything in the entire house that runs on internet keeps shutting off. Sometimes it comes back on, and sometimes it doesn't.

What concerns me most is that I get repeated dialogue boxes on my SmartTV screen, when the Internet is working, that says that I must have high speed Internet in order to view the program. I've been paying for high speed all along, so I cannot believe that the issue is mine. It's Rise Broadband's.

Warren put me on hold for a bit, and, when he returned, he said he'd be send a tech to my home to address the issue. Sweet relief! .

James [redacted]
[redacted]
[redacted]   RE:  Revdex.com – [redacted]     Dear James [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address any issues with your account. It is Rise Broadbands...

continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret if  this has not been consistent in your experience with our customer service. We can be reached  for Customer Care M-F 6AM-8PM (MT) Sat-Sun 7am-5PM (MT) and for Technical Support Tech Support M-F 5am-midnight (MT) Sat-Sun 8am-5pm (MT) Upon reviewing the account, it is noted that in December 2017 we received a call requesting services be restored after a brief interruption due to billing issues. The account was not cancelled at that time. We also note that in February 2018 we performed a service call at the location to obtain service from another surrounding tower and since that time we have received no communication. The last time we received any service related calls was in 2015. If at any time you are experiencing slow speeds or dropped connections, please call us at [redacted] so that we can help to resolve these issues.   Best regards, Christine **   Executive Services Rise Broadband

Mrs. [redacted]
[redacted]     RE:  Revdex.com [redacted]...

                                        ...⇄                                         ...⇄   Dear Mrs. [redacted]                                   ...⇄                                  March 13, 2018   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review the final charges on your account.   It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.    Due to the service issues you experienced, your account has been officially disconnected and reflects a zero balance.    We regret losing you as a valued customer and hope you are pleased with the outcome.    Best regards, Christine P.   Rise Broadband Executive Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your prompt handling of this matter. Had Rise simply provided this information directly, the need to involve your assistance would have been unnecessary.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 Payment was was sent to Rise Broadband since we were alerted that our account was sent to collections. Can they either return our check or pay refund it if payment has been posted. 
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review your concerns. After reviewing 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 service. We sincerely apologize for any miscommunication that there may have been around the cost of the ETF if the account was canceled before the end of the services term. After reviewing the account details, I can see that a Customer Care supervisor was able to speak with you on 05/22/2018 regarding the concerns that you had with the final balance. It was clarified at this time that the ETF was actually $250 however, at that time and for the miscommunication, it was agreed that we would honor the buyout of contract rate at $119.70. After the final adjustments were made the final balance on the account is $114.94. Please feel free to make that payment via our automated system 844-411-7473, our Online Billing portal, or through our payment processing center in Boston: Rise Broadband P.O. Box 844580 Boston, MA. 02284-4580   We sincerely regret losing you as a customer, but hope that you are pleased with the actions that were taken to rectify the situation.   Sincerely, Danielle Y. Executive 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 12755372, and will accept it at this time, the offer isn't getting better, hopefully it will be resolved soon enough and can be useful. We still feel upset that we are having to pay for service through a cell phone carrier for internet until this is resolved.
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review your current service issues. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that...

this has not been consistent in your experience with our service. Rise Broadband has identified an issue with the tower that causes slow speeds at times. We sincerely apologize for the inconvenience and understand your frustration regarding this matter. At this time, we are unable to provide a specific date regarding the upgrades to the tower but can assure you that our Network Engineers are treating it with the highest priority. In light of your concerns, and the difficulty you have experienced because of this we have applied a discount to the service in the amount of $10.00 for the next 3 consecutive months for a total discount of $30.00. If for any reason at the end of the 90-day period the towers issues are not resolved the discounted amount can be revisited, if necessary. We sincerely hope that this response provides clarification regarding your concerns. We appreciate your patience as we work through the tower issue and thank you for being a valued Rise Broadband customer. Best Regards, [redacted]. Executive Services | Rise Broadband Phone: [redacted]

Mrs. [redacted]     RE:  Revdex.com – [redacted]   Dear [redacted],   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review the final charges on your account. It is...

Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.  Due to the service issues you experienced, we have released you from your contract and have waived the ETF that was tied to the contracted plan. Your account has been officially disconnected and reflects a zero balance.  We regret losing you as a valued customer and hope you are pleased with the outcome.  Best regards,     Regards, Chris P.   Rise Broadband Executive Services

Dear [redacted] Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review the account, and would like to share the following;   It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our...

customers. We sincerely regret this has not been consistent in your experience with our service experience when speaking to any representative within our call center.   Rise Broadband utilizes a point to point technology for our service. Our technicians make every effort to obtain clear line of sight from an antenna that is installed at your location, to one of our local towers. Unfortunately, if there are obstructions such as tree lines or buildings inhibiting the ability to obtain line of sight, we may not be able to obtain service at any given location. During a service call on May 2, 2018 our technician reported that due to the tree’s foliage growing in the area, there is no longer a clear line of sight which is causing the current service issues. While your location has not changed, trees have grown and this is impeding our delivery of a strong internet signal.   We value you as a Rise Broadband customer and would like to continue to be your provider of choice. We notice that the account has been discounted $10 per month for 6 months. We can reevaluate after that time if needed, and possibly extend the discount.   Please call us at 844-411-7473 if we can offer any further support.

Dear [redacted], Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issues. 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 service.   Rise Broadband has identified an issue with the tower that causes slow speeds at times. We sincerely apologize for this inconvenience and understand your frustration regarding this matter. At this time, we are unable to provide a specific date regarding the upgrades completion at the tower, but we can assure you that our Network Engineers are treating it with the highest priorit** Although we are unable to provide a specific time frame for the upgrade, the issue was identified in January and is being reviewed by our Networks teams.   In light of your concerns and the difficulty that you have experienced there was a $20 service credit assessed to the account along with a discount of $10 for the next three months due to the ongoing tower issues. If for any reason the issues are not resolved at the end of the discounts 90 days the discounted amount can be revisited, if necessar**   We sincerely hope that this response provides clarification regarding your concerns. We appreciate your patience as we work through the tower issues, and thank you for being a valued Rise Broadband customer.   Best Regards,   Danielle ** Executive Services | Rise Broadband [redacted] [email protected] www.risebroadband.com

March 15th, 2018 [redacted]                                   ...⇄ [redacted] [redacted]
[redacted] Attention: [redacted]     RE:  Revdex.com – Final Balance Dispute   Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your concerns about the final balance on the account.   In order to cancel services with Rise Broadband, our Customer Solutions team must be contacted by phone, however trouble shooting options for service issues are available by phone, chat and email. Data usage is noted on the account up to when services were disconnected for non-payment.   We show that the Customer Solutions team was contacted on 3/15/2018 and services were canceled. This will leave a final balance on the account of $145.40.   Thank you for your time and for having been a valued Rise Broadband customer.   Best Regards,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

April 18, 2018 [redacted]...

[redacted]                                   ...⇄ [redacted] [redacted]
[redacted] Attention: [redacted] Phone: ([redacted]     RE:  Revdex.com – EFT Dispute     Dear [redacted],   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review the final charges on your account;   It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.   After reviewing the account, we have released you from your contract and have waived the ETF that was tied to the contracted plan. This will leave a final balance on the account of $90.32. Payments can be made through our website, www.risebroadband.com, as well as by phone automation at 844-411-7473, option 2 then 1. We also accept physical check payments at the mailing address provided below;   Rise Broadband PO BOX 844580, Boston, MA 02284-4580   We regret losing you as a customer and hope you are pleased with the actions that were taken to rectify the situation.   Best regards,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:I want them to mail me my statements as they used to do, I never asked for electronic statements.  Please mail my statements every month and refund any late charges.  
Sincerely,
[redacted]

Dear Cory [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review the final charges on your account. 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 service. Due to the service issues that you experienced, we have released you from your contract and have waived the ETF that was tied to the contracted plan. All fees and final balances have been cleared. Your account reflects a zero balance. We regret losing you as a customer and hope that you are pleased with the actions taken to rectify the situation. Thank you, Danielle ** Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com