Rise Broadband

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...

experience for all of our customers. We sincerely regret that this has not been consistent in your experience with our service. After reviewing the account details, I can see that on 03/01/18 a phone call was made into our Customer Care regarding a phone call that you received regarding the past due balance on the account, at that time our representative advised of the accounts past due balance. It was stated to our representative at that time that the payment was sent the previous day. We sincerely apologize that the services were not reestablished after the payment was made on 4/29/18, additionally we apologize for any delay that there may have been in our service technician getting to your residence, and that ultimately was unable to reestablish the service at that time. In light of your concerns, and the difficulty that you experienced from this we would like to honor your request to waive the ETF that was tied to the service, as well as the reconnect fee that was applied to the account. The remaining balance on the account after these adjustments is $101.13. Please feel free to make that via our Automated system at 844-411-7473, our online Billing Portal, or through our Payment processing center in Boston at:   Rise Broadband P.O. Box 844580 Boston MA. 02284-4580   We regret losing you as a customer and hope that you are pleased with the actions taken to rectify the situation.   Thank you.   Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Tell us why here...June 5, 2018[redacted]...

[redacted]                                   ...⇄ /> [redacted]Attention: [redacted]Phone: ([redacted]RE:  Revdex.com – Contract Dispute Dear [redacted],Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your concerns and would like to share the following;When our technical support team was contacted on May 30th, we found an issue that was causing packet loss at times. We scheduled a technician to go out on June 2nd to replace the equipment and are pleased to see that the connection has been stable since this time and no further issues have been found.If you are still experiencing service issues, please contact our technical support team at 844-411-7473 for additional assistance. If you need additional assistance after contacting the technical support team, please feel free to reach out to me at the email address, [email protected], and I will be more than happy to assist.Thank you very much for your time and for being a valued Rise Broadband customer.Best regards,David R.Executive Services | Rise BroadbandPhone: [email protected]

March 23, 2018 [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. After reviewing the account details, we would like to share the following:   When we were contacted on 3/19/2018, we offered to send out a technician to review for service issues, as there are no known network issues. We also offered to upgrade the service speed, as faster speeds are offered in your area, however both of these offers were declined. The service being provided was a 10mb 2yr contract with a data allowance of 300GB.   Prior to contacting to cancel services, we were contacted on 2/26/2018 with connectivity issues, and troubleshooting with a Technical Support agent was done. Prior to this, the most recent time our Technical Support team was contacted was on 10/2016.   As there are no known issues with the service and our offers for assistance were declined, the final balance and Early Termination Fee on the account are valid.   We sincerely hope that this response provides clarification regarding your concerns. We wish you the best in the future and thank you 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

Dear [redacted],   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review your concerns about the service issues experienced.   It is Rise Broadband’s 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.   We make every possible effort to get technicians out to locations without service as quickly as possible. We are glad to see that we were able to dispatch a technician to the service location this morning, May 15th, and restored the service to optimal levels. We have also provided a credit to the account in the amount of $9.98 for the down time experienced.   If you are still experiencing service issues, please contact us at 844-411-7473, option 1, and we will be more than happy assist you.   We sincerely hope that this response provides clarification regarding your concerns, thank you for being a valued Rise Broadband customer.   Best regards,   David R. 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]   RE:  Revdex.com – [redacted]   Dear [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to review 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. Having reviewed the account, we see that the account is currently signed up for paperless statements. Since the account is set up for electronic billing, you should receive an email notification around the 1st of every month when the account cycles and the monthly statement can be viewed 24/7 via the Online Billing Portal. The email address to which these notifications are sent to is [redacted] . This email address can be changed, if needed, by logging into our website, www.risebroadband.com, and updating the email address. In addition, the last 6 months of statements can be found on our website as well. We have several options to make payments for your convenience, such as setting up automatic payments, paying online, through the mail and by automated system at 844-411-7473. You will receive a monthly notification from Rise when your statement is available online so you will be aware of the date and the amount of that months statement. If you would prefer to have Paper Statements you can enroll by logging into your account and update your billing preferences in your account profile. You can log into your account at www.risebroadband.com and select “Manage My Account”. When an account becomes past due, Rise Broadband will always send a physical statement through the mail at no charge to ensure notification is being received about the state of the account. We try to make sure that the state of the account is known and apologize for any undo alarm this may have caused.  We sincerely hope this response provides clarification regarding your concerns. Thank you for your time and for being Rise Broadband customer.   Regards, Christine P.   Rise Broadband Executive Services

May 21, 2018 [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 your current service issues;   It is Rise Broadband’s 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.   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 upgrades to your tower but we can assure you that our Network Engineers are treating it with the highest priority.   Due to the ongoing issues in your area, we have applied a $10 service discount to your accounts ending in [redacted] and [redacted]. This discount is good for 3 months, at which time we are happy to reevaluate your situation to extend this discounted offer if necessary.   With the information provided, we were only able to locate two accounts. If you would like to see if we can extend this discount to your other accounts, please send a request to the email address [email protected] with the account(s) information and will be more than happy to assist.   We sincerely hope that this response provides clarification regarding your concerns, thank you for being a valued Rise Broadband customer.   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: Although I appreciate your response, you typing information into a word document is not proof. I need to see analytics that actually shows there was data overage.
Sincerely,
[redacted]

March 13, 2018 [redacted] [redacted]
[redacted]     RE:  Revdex.com-[redacted]   Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review the final balance on your account.   It is...

Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret this has not been consistent in your experience.   On December 18, 2017, a request was received to review the current pricing of the monthly plan with Rise - Res Plan $55.95. At that time there was a promo offer in the Pingree area for a 2yr Contracted 5MB plan for $19.95.   Our records reflect that all disclosures were covered at the time of call regarding the contract and Early Term Fee. The service plan was updated and a credit adjustment was processed in the amount of $81.21 to reduce the monthly bill per your request on 12/18/17.   We regret losing you as a valued Rise customer. Your account was officially disconnected on 2/27/18 and we have waived the $210 Early Term Fee as a goodwill gesture. The last payment received was on 12/19/17 in the amount of $28.97 and the final balance due on the account is $94.87.   We sincerely hope that this response provides clarification regarding your concerns and you are pleased with the final balance adjustments.   Thank you, Christine P.   Rise Broadband Executive Services

Complaint: [redacted]
I am rejecting this response because: I do not believe that I should be held responsible for paying for service I did not receive and had requested the termination of my service. Their response was that I should have called the company at a different time when calls were being answered faster. Really, I have a job and cannot be on the phone for hours and hours waiting for them to answer. I attached a copy of my on-line attempt to cancel service.
Sincerely,
[redacted]

Dear Holly [redacted], Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns. 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 our customers. We sincerely regret that this has not been consistent in your experience with our service. We sincerely apologize that you were without resolution from our Technical Support team for two weeks, we understand your frustration regarding this matter. After reviewing the account details, it is noted that our Technical Support team identified an issue within our Network that they were able to internally resolve that has improved the speeds at the tower. Additionally, we had a member of our Technical Support team reach out on 3-15-18 to follow up that you have seen improvement in the speeds, since our team made the changes to the tower. It is noted that while you were not home to test the speeds at the time of the call, that you would follow up with us if the speed problems with the service still persisted. At this time, we have not heard back regarding the speeds since our Networks team has made the changes, if you are still experiencing issues with the service we urge you to reach out to our Technical Support team again at [redacted] We sincerely hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Thanks, Danielle ** Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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 that this has not been your experience with our service. Due to the issues that you have experienced with our service, we have released you from your contract and waived the ETF that was tied to the contracted plan. Your account officially reflects a zero balance. We regret losing you as a customer and hope that you are pleased with the actions that were taken to rectify the situation. Best Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

March 19, 2018 [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 concerns about ongoing services issues and a request for a credit adjustment.   It is Rise Broadband's 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.   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. Currently, we are unable to provide an estimated timeframe regarding upgrades to your tower.   We have provided a $10.00 discount per month for three months for the ongoing issues in your area. In addition, we have provided a full month of credit, $52.95.   We understand your frustration regarding this matter and we regret to inform you this is the best service we can provide in your area at this time.   We sincerely hope 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,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:  I am not interested in what additional services cost from [redacted] nor am I disputing any of that. My [redacted] dispute involves the services offered by Rise which includes services sold on behalf of [redacted] by Rise. Listen to the recorded order which we both have access to do and correct however necessary for the services and channels offered.  I have left several emails to “David” at the resolution offices for Rise, no response.  Please listen to the order and advise what was offered during the call and what price was given.  I’m tired of the back and forth messages, and would appreciate a call [redacted]ly to resolve once and for all.  Again, please read what im asking for and reply.1. What services were offered during the recorded call?2. What was the total price quoted? As the prices were NOT broken down by provider on the call.3. What are the total fees for late/disconnect I was charged and credited? Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Nobody should be forced to make account balance $0, especially when fees are in error, to receive resolution. Nobody should be forced to set up auto pay to receive a credit- in this case, of fees that should have never been charge... I've been a customer 3 years. I've complained time and again that others in my town get unlimited for under $65 per month and you insist my $100 a month package is the best you can do. I have an average of 2 service interruptions a month since Rise took over.  Numerous phone calls, live chats and I was inconvenienced of 3 hours of my time (on this issue alone) to get the credits I was due. Your reps simply repeat the same "I can credit you, but you must pay the balance and set-up auto pay". I called a call center 3 times and was told there are no supervisors available EVERY TIME? When I finally receive a call from a supervisor, he repeats the same crap the rep says "pay the fee you do not owe and set up auto pay and I will refund you the fee you should not owe" My time is billed at 47.50 per hour. You've only refunded the fees you put on in error and made no remedy for my wasted time or inconvenience, despite the fact I pay about $30 more a month than others who receive the same service.When you were [redacted], customer service was flawless. Your company bought out a great company and now treats its customers horribly. My time is valuable and you act as if all the inconvenience that was caused and time wasted is nothing. I should have gotten the original credit promised and had a credit on my bill. I should have never been disconnected (with 3 years of service history) for a $13 past due amount, even if I had owed it and it were not only there because your tech support did not issue credit. I should have gotten the $30 reconnect fee refunded without arguing with 3 or 4 reps and 2 supervisors. All of Rise's mistakes could have been fixed in moments, but you want to force people to pay fees they don't owe and set up auto pay. 
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns. After having 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 when speaking with any representative within our call center regarding the referral credit. Additionally, we apologize for the miscommunication, and any delay that there may have been in receiving the promised Referral credit to your account. We have applied the $100.00 credit to the account ([redacted]), it should post to the account in approximately 24-48 hours. We sincerely hope that this response provides clarification regarding your concerns, and that you are pleased with the actions that we have taken to rectify the situation. Thank you for being a valued Rise Broadband customer.     Best Regards,   Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:I was told that I will get my $152.00 with no problems. I called the same day payment was made to tell them of the error, they are the one's that told me to wait until it posted to account. I feel like I was set up and taken advantage of. This caused me to get behind on my bill, and they careless. I should not had been told by [redacted] that there will be no problem. I trusted them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:while I appreciate your response and specifically the information about the data cap, which of the two times I had asked to be changed to 5mb and I had not been told of a data cap, I respectfully still do not agree.  Through conversations with Rise employees when this part of the company was Essex and then T6, the Gold plan as it was called would only give 5mb.  When the price increase came and it states 10mb I was willing so I could increase my speed.  If this is a misunderstanding on my part Then I am sorry.  But how can any company offer and charge for a speed that can not be produced to the customer. I would like to understand how that could be.  This sounds like I am paying more so I don't have a data cap. Which I will have to consider which way to go now.  The speeds are very inconsistent.  Usually about 1-2mb.  Not even close to 5.  I am using my phone data plan most of the time due to not even being able to connect to the Internet in evenings.  When I started with Essex and then T6 there was a cap of how many customers could use a tower. It is my understanding from your company it is now a tower with no caps and that is the major reason of slow service. When the service call was scheduled the roof could not be accessed due to snow.  I have not been contacted now that the snow is gone to reschedule. Should I reschedule myself? I assumed there was an open ticket. I am not trying to cause trouble and sure don't mind paying my bills.  But to not even be able to connect is wrong. In light of the info about caps, like I said, I may stay with the 10.  
Sincerely,
[redacted]

Dear Ms....

[redacted]                                   ...⇄ May 5, 2016 Thank you very much for bringing this billing issue to our attention. I would be happy to provide some clarification on the matter. You are correct in saying that you did, in fact, have two accounts with Rise Broadband; the account that is currently active is 8137[redacted]857. I apologize for the confusion that incurred from the previous account not being closed properly at the time of your move and any misinformation that was provided during that time as well. After reviewing your current account, our records show that multiple credits have been applied throughout April 2016 as follows: $33.11, $38.23, $160.62 and $73.51. All of these credits total an amount of $305.47. As it stands today after these credits and the charges on your account, you have a credit amount of $94.92. This was an unfortunate experience and I sincerely apologize again for all of the frustrations caused on our behalf. At this time, it is determined that we have applied all appropriate credits and done everything in our power to rectify the situation to be in good standing. We would like to thank you for your continued service with Rise Broadband.  [redacted], Escalations Specialist

Complaint: [redacted]
I am rejecting this response because: It has been over 8 weeks since we cancelled our service. We cancelled our service 12 weeks ago and have called multiple times to get the refund and get this equipment taken off of our porch.
Sincerely,
[redacted]