Rise Broadband

Dear [redacted],Thank you for your response. We hope to provide further clarification as to the reason for our decision.In addition to not being notified about any service issues, we also have a 30-day free trial in place for all new customers signing into a two-year contract. If at any point the account had been cancelled within those 30 days, the Early Termination Fee would not have been applied. Unfortunately, the account was cancelled nearly two months after installation, which would mean that it is not qualified for the early termination fee to be waived.Our initial decision of the $250 fee being valid still stands. We apologize for the inconvenience and would like to thank you again for being a valued Rise Broadband customer.Regards, [redacted], Executive ServicesRise Broadband

Dear Deb [redacted], We would like to thank you for allowing us the opportunity to address your concerns via the Revdex.com. After having had the opportunity to review the account, we would like to share the following: Rise broadband sincerely apologizes for the level of service that...

has been experienced throughout the time the tower has experienced less than optimal speeds. We certainly understand that after an extended period of time with continued speed issues at the tower it may seem like Rise Broadband has no intentions to rectify the issue, but that certainly is not the case.   Rise Broadband has explored many different options in an attempt to better the service at this residence, however issues specific to this can be extensive and our Network Engineers are still unable to provide an estimated completion time for the ticket that is escalated to our Networks team ([redacted]). However, there is documentation of several adjustments to the bill for the times the speeds were affected by any tower related issue. In light of your concerns, and inconvenience the degragated speeds at the tower have caused until our Network Engineers are able to rectify the issue we have placed a temporary service discount to the account in the amount of $10.00 for the next 3 months for a total credit in the amount of $30.00. If for any reason the tower is still affected by this outage at the end of the 3 months this amount can certainly be re-evaluated, if necessary. We hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, [redacted]. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because: I was lied to and it's not right to lie to a customer. I guess that's something to expect according to the other complaints on Revdex.com.
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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/12/22) */
Dear [redacted],
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Rise Broadband highly appreciate your feedback as it will assist us in becoming better at what we do. We have investigated your...

complaint and have found the following:
There was additional $8.99 for PC Care and no record of any dispute until 11/2015. Please allow us extend a credit for one month of free service. Once again please accept our attempts to help you with this matter. We appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband.
Thank you
Rise Broadband
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 14, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/08) */
Date 10/8/15
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We 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.
In reviewing your account, I am showing that we had a technician out to your location for a service call on September 30th. They replaced the equipment at your location. If you are still having issues please contact technical support so that we may resolve the issues.
Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you better in the future, and we thank you for your continued support.
Thank you,
[redacted]
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 9, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company ignored my first complaint. Why did it take months and months to send a technician out to change my account due to not being on the right system (changed from Wichita Online). Internet still doesn't even come close to the speeds I pay for and still randomly kicks me off throughout the day...unacceptable
Final Business Response /* (4000, 11, 2015/10/20) */
10/20/15
[redacted],
I have had my infrastructure team and my field technicians working on your issue. The field techs have been out to your location and was able to get you back online. However, do to your location and the Line Of Site to the tower, this is going to be the best we can do for you. You may still experience intermittent connectivity.
If there is anything more we can do for you, please reach out to our technical support department.
Thank You
[redacted]
Customer Care Supervisor
XXX-XXX-XXXX
Final Consumer Response /* (2000, 13, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For the last several weeks it has been wonderful being able to get in contact with customer support via 1-800 number. It has clearly improved. I was also to give a special thanks to the area supervisor Shane Stinchcomb and his tech [redacted]. They came out on Monday 19th and had be back online within minutes. Both were very respectful, courteous and valued my business and concerns. They did advised me until the new equipment arrives for that specific tower LNC that my internet might be jumpy and fully explained why. I was pleased with their help and treating me as a valued customer. Thanks
[redacted]

I am looking for the company to make some kind of restitution to customers for not providing services as advertised. This can be:Lowering Advertised Connection speeds, as they are misleading. Saying you could get "up-to" a certain speed but consistently never getting customers that level of...

service is a misleading way to sell their product. In theory they could get up to 1000 mbps doesn't mean that would ever happen and would be misleading product to sell.orUnder Internet Terms and Conditions agreement put in some kind of minimum expected speed, and some kind of agreement to outages and repairs. Repair should not take longer than a month to complete, and if there is such a circumstance they should be some kind of restitution to the customers.

[redacted]
I am rejecting this response because: We receive a 10 dollar discount a month because we have a tower that also supplies other customers off of our property. [redacted] is the contract supervisor in the northern illinois office in belvidere illinois. If you cannot supply the internet that we pay for and the speeds that our contract says you supply then you can take the tower that supplies other customers and our equipment down and we will find a company that will stand by there customers.
Sincerely,
[redacted]

Dear [redacted] Thank you for contacting us via the Revdex.com regarding this issue. We are sincerely sorry to lose you as a customer and will be happy to refund your money. However, it is noted that credits have previously applied to the account for the following dates and amounts. ...

9/25  $10.00 9/13-9/26  $18.64 8/17-9/13  $36.08 Based on the amount of credit that has already been applied in connection with this request, the credit amount at this time is $13.32. This has been credited to the account today October 2, 2017. Thank you very much for having been a Rise Broadband customer. Rise Broadband Executive Services [redacted]

Final Consumer Response /* (2000, 6, 2015/11/04) */
Thank you for the information. I spoke with the main office number yesterday when I called to pay my bill and they seemed to think it should be fixed soon. They said on their side it is saying I am enrolled for the paper billing now but didn't...

know why I hadn't received one. You may drop the complaint if you'd like and we can see what they do.
[redacted]

Dear [redacted]...

[redacted]                                   ...⇄ 10 July 2017 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We apologize for any frustration or miscommunication this issue may have caused. We have credited the account for the remaining balance, which was $2.96. This leave the account at a zero-dollar balance. Again, thank you for contacting us and please accept our apologies for any issued that were happening while you a customer with us. And thank you for having been a valued Rise Broadband customer. Thank you, [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.
With some of the new information that I have received, I feel more comfortable.  I do hope that with the service calls that I will have, better luck connecting continuously will be achieved.  
Sincerely,
[redacted]

Dear [redacted],                                                     ...⇄ 22, 2017   Thank you for contacting Rise Broadband again via the Revdex.com so that we may provide further clarification on the issues involving this account. The account is noted as having been closed on August 18, 2017. As previously disclosed, the account was not cancelled on July 7, 2017. Rise Broadband has a same day cancellation policy. The Early Termination Fee of $250 was waived as we received documentation from the new address. It is never the intention of Rise Broadband or its associates to imply any “threat” of associated cancelation fees. However, our representatives are trained to disclose the parameters of our contractual agreements. We would like to extend an apology for any unprofessional or less than helpful exchanges you may have encountered during your interactions with our contact center.  We strive to provide a strong customer service experience and we regret that this was not your experience.      Per the terms and conditions listed on our website at www.risebroadband.com  Rise Broadband continues to charge up until the day the account is closed. However, in a measure of good will, and based on any poor customer service that may have been experienced, we have placed a $30 credit on the account. This $30 will be reimbursed in the form of a check within 6 to 8 weeks. Thank you for having been a Rise Broadband customer. [redacted]
[redacted]
[redacted]
[redacted]
[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.
Sincerely,
[redacted]

Dear [redacted], We wanted to take the time to thank you for giving us the opportunity to address your concerns via the Revdex.com. After thoroughly reviewing the account we would like to share the following: Rise Broadband will never decommission a tower unless it is necessary, as...

our primary goal is to provide reliable internet services. Unfortunately, if any one of our towers does end up being commissioned it is because it is beyond our capabilities to repair, and or continue using. Additionally, when a tower is decommissioned we try to provide as much notice as possible to our customers affected. However, if a tower unexpectedly needs to be decommissioned there are situations when notification does not happen until the decommission has already taken place. As was discussed when the account was cancelled, there will be no early termination fee for breaking the 2-year agreement, since the services were terminated because we were unable to provide service. We sincerely apologize for any inconvenience this may have caused, and that we are no longer able to be your internet service provider. Thank you for having been a valued Rise Broadband customer! Kind Regards, [redacted] [redacted]

Dear [redacted] Thank you for taking the time to contact us through the Revdex.com regarding PC Care. We appreciate hearing feedback from our customers. While we certainly apologize for any inconvenience this has caused you, Rise Broadband introduced our PC Care Support service to...

our customer base in response to a high volume of requests that we provide such a service. As we are a service provider to many rural and remote areas, many customers may not have access to a computer technology specialist within their local vicinity. We recognize that this service may not be for all customers, but many have found it to be a valuable service. Due to the structure of our billing system, it was necessary to create our free trial for PC Care Support on an opt-out basis. Again, we sincerely apologize for any inconvenience this has caused you. The account reflects that PC Care has been removed and on November 23, 2016 a credit in the amount of $17.98 was made to the account. Today, we have credited an additional $28.17, thus reversing all charges for PC Care. There will be no further charges made to the account regarding PC Care. Again, we sincerely appreciate hearing from you and want to thank you for being a valued Rise Broadband customer.   Thank you, [redacted] Executive Services, Rise Broadband

Dear...

[redacted],                                  �...⇄ July 19, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We have reviewed your account and would like to share the following.   Although we understand data limits may seem inconvenient, we assure these restrictions are put into place for the benefit of all customers within our network. It is vital for us to implement such limits so that equal access is given to the service(s) in which you are paying for and these services are not being obstructed by one or two customers utilizing the full capabilities of any given tower. An additional fee of $3.50 for every 10GB of data used is applied to the account once the allotted limit is met during the billing cycle. An excerpt from the Terms and Conditions has been provided below in regards to this: * Throughput Volume Each account has a standard quota for disk space and data transfer throughput volume usage. At RISE BROADBAND’s discretion additional quota may be added to your account for a recurring fee, based on RISE BROADBAND’s then-current rates. Usage above Your quota limits will result in additional charges as described in the then-current RISE BROADBAND pricelist. To alleviate excessive data usage, we would suggest monitoring your daily usage on our website. Additionally, ensuring you are on a secured router connection is critical. We monitor the data usage based on the IP address that belongs to the radio antenna installed on the roof. We sincerely hope this information provides clarification on your concerns. We value you as a customer and sincerely appreciate your continued support and service with Rise Broadband. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. Thank you, [redacted] Escalations Specialist

Thank you for contacting us through the Revdex.com again so  that we can provide further clarification to the matter of refunding the money owed to you. As previously stated, the equipment is scheduled to be picked up on February 1, 2018 between 8am and 12pm. There is no need to be home while our technicians come to retrieve the equipment. We have worked with our dispatch but have been unable to get this moved to an earlier date, and for that we are very sorry. Regarding the refund due to you in the amount of $84.73, I will again reach out to our Corporate Billing team and see what progress has been made and what is an expected date that they will mail a check. We are sincerely sorry that this matter has taken so long to resolve, but please be assured that all monies due to you will be refunded as expediently as possible. Thank you for your patience while we work to expedite a check to you, which will be mailed to you at [redacted] in the amount of $84.73.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] ** [redacted],   We thank you for bringing your concern to the Revdex.com our attention regarding the Early Termination Fee.  We have investigated the concern regarding the 2 year agreement relating to the Early Termination Fee. We have the following...

information to share.   The agreement are verbal contracts with a email confirmationdocumentingthe 2 year agreements. These agreements are typical in our industry.  All information, options were disclosed with the 2 year plan. Rise Broadband would have not provided free installation without a 2 year contract.  I have attached a copy of the confirmation email documenting the 2 year agreements. Your statements wereavailable through the billing portal so toverify the 2 year plan.  Email Confirmation:  The Early Termination Fee (ETF)Is a valid fee. The fee has been applied to your account.  We are most sorry to lose you as a customer.  Kind Regards,  
[redacted], Escalations SpecialistRise Broadband

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 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 this with the highest priority.   Due to the ongoing issues in your area, we have applied a $10 service discount to your account. This discount is good for 3mths, at which time we are happy to reevaluate your situation to extend this discounted offer if necessary.   Thank you for your time and patience while we work through the tower issues and for being a valued customer.   Best regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com