Rise Broadband

Initial Business Response /* (1000, 7, 2015/10/07) */
Date 10/7/15
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.
I am sorry for the issues that you had when trying to setup Internet Service with Rise Broadband. I have sent this request over to the Sales supervisor to have him reach out to you to see if you still would like our service.
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, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted this complaint in early July 2015. It was summarily ignored with no response until October 2015. I do not accept your response at this time.
Final Consumer Response /* (4200, 13, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated previously, it cost me a day's vacation to wait for someone from Rise to never show up nor call to reschedule or anything. This occurred at the end of June, beginning of July. I filed the Revdex.com complaint at the beginning of July. No contact was attempted until October. No apology was given for costing me a day's vacation with no contact for over 3 months. Your response is much too little, much too late. I do not consider you a reputable company due to the way you have treated my family.
Final Business Response /* (4000, 15, 2015/10/30) */
Thank you for your feedback. It is important to us as a company to not only hear positive reviews,
but the negative as well so we may better assist our customers.
We sincerely apologize for your inconveniences and would gladly assist you in restoring your
internet services with us in the future, should you change your mind.

Complaint: [redacted]
I am rejecting this response because:original complaint # Complaint ID [redacted] was closed without contacting me. I was not able to access your website to view messages due to slow or no connection speed. Rise did send a tech to my house to try to put me on a different tower without success, but blatantly lied to the better business complaint by saying they put me on a slower but stable connection there is nothing stable about my connection most times I cannot connect at all, and when I can the speeds are so slow that I cannot even access the most basic of websites. I cannot even run a speed test due to the slow speeds and packet loss. I have had three employees of this company tell me that rise has knowingly over sold the capacity on this tower and equipment upgrade is the only thing that will resolve this issue. yet they continue to take on new customers and charge existing customers for a service they are unable to deliver. I would like my service fixed right away or have my internet fees for the last year refunded as I have been dealing with these issues practically since day one that Rise took over from skybeam.
Sincerely,
[redacted]

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for the opportunity to address the issue concerning your email service and we hope to provide a satisfactory response to your inquiry.   Rise Broadband sincerely...

apologizes for any inconvenience caused or misinformation provided due to the issues with logging into Graymail to retrieve emails, and thank you for your patience while we have worked toward a resolution.   We do not have an Administrative Username or Password to provide for Graymail services as we do not use them to log into the email accounts in Graymail, we use an alternate program to access Graymail.   Rise Broadband shows that after a Supervisor was spoken with on 9/12/2017, we reached out to [redacted], where the email server is hosted, and spoke with a consultant. As per the email sent by the Technical Support Supervisor on 9/12/2017, the [redacted] consultant advised they had changed the frequency of receiving Graymail setting to Daily, though it can take up to 24 hours for the settings to update. In addition, they advised that by going to [redacted] and imputing the full email address and password, there should not be any issues with logging in Graymail. We have been able to successfully verify that Graymail can be accessed successfully by going to the above listed URL and using the Username ([redacted]) and Password provided by our Technical Support Team previously. In order to protect the integrity of the account, we cannot provide the password in this platform, however our Technical Support Team can be contacted at [redacted] and will be more than happy to provide this information as well as assist with changing the password if so desired.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having been a Rise Broadband customer, and we wish you the best in the future.    [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], In the event that a customer does not elect to cancel the service before the end of the trial, but does not want the service, we are more than happy to refund them the initial charge at the third month. However, we have found that a vast majority of customers that would prefer to opt out do so before the end of the two-month trial due to the notices sent via email, physical letter, and on customer statements. Again, thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [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: It is Rise Broadbands continuous objective to provide an...

efficient and positive customer service experience for each and every one of our customers, and we sincerely regret that has not been consistent in your experience with our service. Our Network Engineers were successfully able to upgrade the equipment at the tower providing services as of 01/26/18. There was a small issue reported 02/01/2018 that was resolved as of 02/19/2018. As of now we have confirmation that our tower is performing as expected. If for any reason you are still experiencing issues with the service, we would encourage you to speak with our Technical Support team for any further troubleshooting at 844-411-7473 Rise Broadband appreciates your time and patience while we worked through this issue at our tower. In light of your concerns and the difficulty that was experienced with our speeds we have applied a credit to the account. We recognize that while our tower was affected you were still paying for a 15Mbps service at $49.95 (not including taxes and fees) while you were getting speeds closer to our 5Mbps service which costs $29.95 (not including taxes and fees). We have applied a credit for a total in the amount of $20.00 which is the difference between the two plans so the statement correctly reflects the service you were getting during this time. We hope that this response provides clarification regarding your concerns and 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

Dear [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: While we understand that rate increases may seem inconvenient, these are...

necessary in order for Rise to continue to strengthen our Network and continue providing reliable services to all of our customers. Before any of the rates increases affected our customers Rise made every attempt to notify our customers of this change. At least one month before the change affected customers there was a banner on our website: www.risebroadband.com notifying of our upcoming change in prices. Additionally, this information was also on both physical statements, as well as our online statements.It is Rise Broadbands continuous objective to provide and efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience with our services. Upon reviewing the documentation in our system, it is noted that the last phone call into our call center was on 09/20/2017, for a connection issue that was resolved the same day. We would encourage you to speak with our Technical Support team if you are experiencing ongoing issues with our service, they can be reached at 877-910-6207. Currently our tower has no reported issues, and should be performing optimally. As mentioned our Technical support team has an array of tools available to possibly diagnose any equipment or interference issues that could be affecting services. We sincerely hope that this provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards,Danielle Y.Executive Services | Rise BroadbandPhone: [email protected]  Tell us why here...

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.
Although it does not completely satisfy me.  I believe they should have something in place to be able to change a plan back when it is done in error like this situation.
Sincerely,
[redacted]

Dear [redacted], We would like to sincerely apologize that the equipment was not picked up from the residence on the previously enclosed date. I have set this up this pick up again with our Dispatch Manager, it is expected to be retrieved tomorrow (Wednesday October 11th, 2017) morning. Our technician has your equipment retrieval setup to be picked up first thing tomorrow morning at 8:00am local time. He will also call you tomorrow morning when he is on his way to give you at least a 30 minutes notice. If for any reason the equipment does not get picked up tomorrow please reach out to me directly through [redacted] Thank you for having been a valued Rise Broadband customer. Kind Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11112565, and find that this resolution is satisfactory to me.
 I could not figure out how to respond to the complaint #11112565 that initiated.  I see that you sent a message to the business.  They contacted me this evening and our issue is resolved.  I do not know if it was a result of your intervention or not.  I will give you credit.  Please close this case for me and I appreciate your assistance. Sincerely, [redacted]

Dear...

[redacted],                                  �...⇄ October 28, 2016 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concern**After taking an in-depth look at the account, we would like to share the following information.  The account was created in August of 2015 and a 2 year contract was initiated at that time. As part of the 2 year agreement, we waived the $79.00 installation charge. Additionally, this account enjoys a considerably lower monthly rate than the present standard. This plan is discounted $21.50 each month, as part of a promotion when the contract was signed. If a customer were to call today and sign up for the same services: their rate would be $52.95, plus associated fees and taxe** While the two-year contract locks in the service plan pricing (in this case, the $28.45 charge,) it does not affect any associated fees, which includes the equipment rental and carrier recovery charge** While we sincerely apologize for any misinformation you may have received during the initial call, the changing of these fees does not void the agreed upon contract. Please also see our terms and conditions at risebroadband.com for further information regarding our rate plans and associated taxes and fee** Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. Thank you,[redacted] Executive Services Representative

Initial Business Response /* (1000, 23, 2015/12/23) */
Hello [redacted],
Thank you for taking the time to communicate to us concerning a billing issue that you are having. we have reviewed your account and we have issued an adjustment in the amount of $25.00. Please accept our sincerest...

apology for any trouble or inconvenience we have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.
Rise Broadband
Final Business Response /* (1000, 25, 2015/12/23) */
Hello [redacted],
Thank you for taking the time to communicate to us concerning a billing issue that you are having. we have reviewed your account and we have issued an adjustment in the amount of $25.00. Please accept our sincerest apology for any trouble or inconvenience we have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do.
Rise Broadband

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/2015
Dear [redacted] L [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We 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 feedback. It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customers. We decided to change your monthly recurring charge from $79.99 to $46.45 before taxes until the network is upgraded.
.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
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE

Dear [redacted]...

[redacted]                                   ...⇄ August 8, 2016   Thank you for taking the time to contact Rise Broadband concerning this matter and allowing us this forum to discuss the Early Termination Fee. After a thorough investigation, it has been determined that the early termination fee of $250.00 is a valid charge and will remain applied to the account. The 2-year contracted term that was agreed upon between yourself and Rise Broadband is specific to the location that was successfully installed at that given time. Although we do offer a transfer of service if a line of sight is established at a new location within our coverage range, we cannot guarantee service anywhere until it tested by a field technician. It is solely at the customer’s discretion to move during that 2-year timeframe and break the contract. This is stated in our terms and conditions for reference at www.risebroadband.com. Due to also offering month-to-month service plans which would allow for a same day cancellation, we stand by our qualification process on early termination fees. Again, thank you for contacting us regarding this matter and thank you for your previous service with Rise Broadband. We wish you every future success.   Thank you,[redacted] Rise Broadband Escalations Specialist

Dear [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: It is Rise Broadbands continuous objective to provide an efficient...

and positive customer service experience for each and every customer, we sincerely regret that this was not consistent with the level of service that you experienced while having our services. While we understand that it seems inconvenient that Rise Broadband does not provide prorations to the bill if services are cancelled in the middle of a billing cycle, Rise is a bill ahead service even if the full month of service is not utilized. We have included from our terms and conditions, for further clarification regarding this: https://www.risebroadband.com/legal/broadband-internet-terms-and-conditions-of-s...⇄ 7.    CANCELLATION / TERMINATION / CHANGE IN SERVICE USER may terminate the Service at any time upon notice to RISE. Termination is effective on the date you contact RISE to cancel the Service or as of a future date designated by USER or RISE, provided RISE can support such future date. HOWEVER, PAID CHARGES ARE NOT SUBJECT TO REFUND SO IF USER CANCELS SERVICE BEFORE THE END OF A BILLING CYCLE, THERE WILL BE NO PRO-RATED REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH PERIODS REMAINING AFTER THE TERMINATION DATE. ADDITIONALLY, IF USER AGREED TO A SERVICE PLAN 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 Fee Statement (as defined herein). However, in light of your concerns; and for the times that the speeds may have been less than optimal we have provided a credit to the account equivalent to one month of service (not including taxes and fees) for a total credit in the amount of $45.95. The credit will be sent in the form of a check and arrive within 4-6 weeks. We sincerely hope that this provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for the opportunity to address the issue concerning the slow speeds being experienced and we hope to provide a satisfactory response to your inquiry.   Rise Broadband...

sincerely apologizes for any inconvenience experienced while the slow speeds are experienced. We are not intentionally slow down the speeds we provide to our customers for any reason. The congestion on our network that is causing the slow speeds is being investigated. We believe we have isolated the issue and are reviewing solutions to correct the issue and remove the congestion on the network. After speaking with the Area Network Supervisor, this issue is currently being worked by our Network Engineering team and we will hopefully be able to provide an estimated timeframe for when the issue will be completed soon. However, at this time we are not able to provide a specific timeframe for when the issue will be resolved. In light of this, we have provided one month of service credit, $59.95, to the account. In addition to this, we have provided a Temporary Service Discount as well, which normally reduces the price of the service by $10 per month for 3 months. However, in this case we have provided the credit as a lump sum, bringing up the credit to $89.95, not including previous credit provided. This credit will post to your account within the next one to two business days.   We sincerely hope this information provides clarification regarding your concerns. Thank you for being a Rise Broadband customer, and for your time and patience in this matter.    [redacted] Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Refunds can take anywhere from 4-6 weeks to process after our equipment has been picked up from the service location.  We show that the account...

was cancelled on 7/19 and that there was equipment at two locations. On 7/27, we picked up the equipment at [redacted]. We were unable to pick up the equipment at [redacted] until 8/31.   We have been told by our Corporate Billing team that a refund in the amount of $37.55 has been processed and should arrive to [redacted] in two to three weeks. We appreciate the time taken to reach out to us and would like to thank you for having been a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

[redacted]Thank you for bringing your concerns to our attention, we appreciate the feedback and take these issues seriously.On 4/15/2016 a service call, intended to restore your service, is shown as completed that morning. With the completion of this service call, you should see your internet...

service restored. I have been monitoring this account, and did attempt to contact you a couple times after the fifteenth to see if the service call was effective. Unfortunately I was unable to get in touch with you, but hopefully the technician was able to correct the problem. Due to the nature of this issue, we will be assessing a credit of $29.25 to the account, for the experience you have had with us and your time down. Again, thank you for taking the time to bring this to our attention. If you are still seeing issues with the service, please call in at [redacted], and a technical agent will be more than happy to help. [redacted], Escalations Representative.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. We accept your resolution. Thank you. 
Sincerely,
[redacted]

Dear Mr. [redacted] C [redacted]Thank you for contacting us through the Revdex.com. We hope to be able to provide an answer to your concerns.We certainly understand the frustration caused by the reoccurring circuit issue. We deeply apologize for any inconvenience this may have caused you....

We always work diligently to resolve issues as quickly as we can so that they have the least impact possible for our valued customers. Due to the time that you were without reliable service, we have compensated the account $39.95, the equivalent of one month’s internet service. We are pleased to note that this issue was resolved November 30,2017.Thank you for contacting us and thank you for being a Rise Broadband customer,

Complaint: [redacted]
I am rejecting this response because:I believe I already responded to this but I am rejecting the offer at this time unless a time frame can be agreed upon for me to receive the service I'm paying for.  This has been ongoing for months and I continually hear "it's a network/tower issue" and will be resolved as soon as possible.  I don't mind allowing another week or so for this to get resolved but if it's not, then I would like out of my contract.
Sincerely,
[redacted]