Rise Broadband

Dear [redacted],  Thank you for taking the time to reach out to us through the Revdex.com with your experiences you have encountered with your service. We apologize for any unprofessional experiences you may have encountered during your interactions with our contact center. We have researched your...

concerns and would like to share our findings. Unfortunately the upgrades to the tower in this area isn’t scheduled for the foreseeable future. The most recent estimated timetable for any possible upgrade is well over a year away. There are a number of constraints that are affecting this tower, namely, the terrain and remoteness. Since we are not able to address the immediate issues that you are experiencing, we will be waiving your Early Termination Fee of $250.00.  A check for the amount of $38.10 will be mailed to your address at [redacted]. It will take approximately 4 to 6 weeks to receive the check. We sincerely apologize that we are unable to provide internet service to your home. Thank you for having been a valued Rise Broadband customer.  Kind Regards, [redacted] Rise Broadband

Complaint: [redacted]
I am rejecting this response because: this account has already been sent to collections and the call my wife and was very rude and mean. used words to cause anger and was not trying to resolve the issues. You say it has not been sent to collections and that it will be sent at 120 days when I called to get this situation resolved the answer was it was sent by an automated system and to give me a number to collections and the legal dept. please go listen to the tape.The equipment was picked up on 10/8/2016 that is when my time started to pay this account. And you not looking at the complaint and stating things that do not deal with the issue.I have never said that I do not owe this company money but what has happen now sense you do not want to fix the problem of sending this to Collections way to early and not willing to fix the problem and just trying to point the finger at me. You had a great opportunity to make this right and now I will be forced to give bad reviews and word of mouth to never use this company due to collections and equipment pick up. I hope this was the outcome you were wishing for? I hope you change the start date to 10/8/16 the date you removed your equipment pull this out of collections and deal with your collection company practices.
Sincerely,
[redacted]

Dear [redacted],                                  �...⇄             October 5, 2016   Thank you for submitting your additional concerns to Rise Broadband through the Revdex.com in regard to the addition of the PC Care Support plan. We appreciate the opportunity to revisit your concerns.   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.   In regard to your request for an apology to our customer base, please be advised that many of our customers have found this added benefit to be a tremendously helpful resource. While we understand that the plan is not for everyone, Rise Broadband sought to inform all of our customers of the account changes that would be enacted via email and postal mail. The free trial was provided to allow customers to utilize the service and make the determination regarding their own accounts on an individual, case by case basis.   In regard to your request for a public apology regarding our PC Care Support program, please be advised that Rise Broadband reached out to our customer base to educate and provide information regarding our PC Care Support plan in advance via several different communication methods. We stand by our decision to provide this promotional plan to our extensive customer base who have found benefit within this option.   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. However, we at Rise Broadband stand by our decision to provide our PC Care Support option to our customer base.   Thank you once again for bringing your concerns to our attention. [redacted] Escalations Specialist

Dear [redacted],   Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns.   The decision was made to offer this 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 maintain. A letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a 2 (two) month free trial period. This trial is also communicated on customer statements, which are visible at any time at www.risebroadband.com via the Billing Portal.   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 services. After the plan is removed, the customer will not see a charge associated with it.   Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services as of 9/26. You will see no charges for this going forward.   Thank you for being a valued Rise Broadband customer.   Regards,   [redacted], Escalation Specialist Rise Broadband

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 Ms. [redacted], We thank you for your inquiry concerning the service in your area. We extend ourapologizes for the service experiences, and have conducted further investigation to the issuesOur service technicians have been at the site for service adjustments, some equipment...

repairs and replacements. The service is performing as expected and meeting the needs of the customers. However, we are always striving to make more improvements. Further research has determined that there is an opportunity to upgrade you to better access point on the tower. We understand that a service call has been scheduled so our field supervisor and team can perform the upgrade. I will be most happy to follow up in about a week with a call to see if the upgrade was satisfactory completed. As shared earlier, we are always striving to make improvements for service in your area and will continue to do so. We thank you for being a Rise Broadband customer. Kind Regards, [redacted], Escalations Specialist. Rise Broadband.

Complaint: [redacted]
I am rejecting this response because: This is not the first time I have heard this, when I receive the check I will be satisfied. This is the same things I have been told for 4 months
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. I do hope that Rise Broadband recognizes that their service is not what has been promised and will really expedite getting infrastructure in place to provide the level of service they advertise and that I pay them for.  
Sincerely,
[redacted]

Dear [redacted],                                  �...⇄                         September 12, 2016   Thank you for submitting your further concerns to Rise Broadband through the Revdex.com. We were certainly sorry to hear that you did not accept our initial response.   We hope to provide further clarification on your concerns with the following.  While we have noted several calls in between the dates of July 26, 2016 and August 9, 2016, we have also noted that you were credited for downtime totaling an amount of $16.66 as compensation for downtime between those dates.   Within your initial inquiry, you had requested that we refund your installation fee. The account was connected on July 26th. Due to the 2 year contract that was agreed upon, the installation fee was waived.   Most recently, due to a non payment issue on the account, the service has now been suspended. Unfortunately this does not allow us to review the equipment for further potential issues.  We would encourage you to contact our Customer Care Department to discuss further concerns regarding the bill. They can be reached at [redacted].   It is our hope that the above information helps to further clarify your concerns. Thank you once again for bringing your concerns to our attention.   Thank you, [redacted] Escalations Specialist

Dear Mr. [redacted], Thank you for your inquiry regarding service levels. There is connection and we show that service is being provided to the up to speeds for your area. This is how our plans are offered and communicated to customers. I have reviewed the service ticket that you provided...

us. Usage at the access point can be high at certain times of the day like 6pm to Midnight and on weekends. This affects all users. Other times of the days service is very favorable. Our technicians will continue and monitor the performance and will make the necessary adjustments. We do welcome you call our office at 1-844-411-7473 to engage our Tech Support team to perform additional troubleshooting for your particular service.We thank you for being a Rise Broadband customer. Kind Regards, [redacted], Escalations RepresentativeRise Broadband

Dear [redacted], Thank you for taking the time to contact us via the Revdex.com regarding you concerns. We appreciate the feedback and seek to resolve these issues as quickly as possible. We do apologize for the length of time it has taken to fix your tower, however we have been working diligently on the...

issue. We did have to replace some equipment and that took time to ordered and be delivered. We have begun the project but there are multiple steps and the total project will be completed next week, weather permitting.    Once this has been resolved you will see a return of your normal service and again we do apologize for the delay with this fix. If you do see any more issues, please feel free to call in, anyone of our tech agents would be more than happy to help assist you. [redacted], Escalations Representative

Complaint: [redacted]
I am rejecting this response because:As of today 9/14/2017 we cannot get into the graymail, We have never set up a password for this or user name?? So if we have never set up the username and password How do we change the password. I tried to change it and itand had no luck, Got the message that my user name and password can not be identified.... I need to get this fixed, What would you suggest me to do now because I tried logging in and changing it but I could not because my username/password?????We have tried everything that Rise Broadband has suggested, We have been told stories for months nobody from Rise broadband knows what they are doing. The response from them has changes yet again about this graymail issue......We cannot believe this
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]

Dear [redacted], Thank you for allowing us to further explain our decision via the Revdex.com. We appreciate the opportunity to clarify our position regarding closing the account. As previously stated, Rise Broadband requires customers call into our contact center in order that we can verify all the needed information on the account. This process was set into place as an additional security measure for our customer base. We attempted to proactively reach out to you on June 6, 2017 regarding this matter and to initiate closure of the account. Unfortunately, upon review of the call we have noted that the offer to assist was declined and that the call was concluded without resolution after refusal to further discuss the matter with our representative. Due to the communication concerns with this account, as a good will gesture, we have retroactively backdated the account closure to May 30, 2017: the date upon which the initial Revdex.com complaint was submitted to Rise Broadband. We have noted that the account was not, at any time, under contract. While Rise Broadband would never refuse to cancel an account, we maintain our account cancellation protocol, which requires the account holder call in, for the security of all our customers. Rise Broadband offers multiple point of contact emails to include the following:[redacted] just to name a few. In addition, we offer our online chat resource. While we apologize for any misunderstanding, we in no way were attempting to conceal or omit a paper trail in regard to this matter. You will receive a final bill with the remaining balance as of May 30, 2017. Again, we will not be able to backdate it to April 6, as there is no documentation to support that this request was made. We sincerely apologize for any inconvenience this may have caused. Thank you for having been a Rise Broadband customer. [redacted]
[redacted]
[redacted]

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 later identified that the issue with the speeds that was being experienced at the residence was because of an issue at our tower. Rise is in agreement that we will waive that $220.00 early termination fee that was applied to the account. The account is now satisfied in full with a $0.00 balance, we hope that this response provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customer. Best Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We sincerely appreciate the opportunity to address your inquiry.   We sincerely regret learning of the damages that were incurred and the delay in response time which further...

exacerbated the situation.  It is the continuous objective of Rise Broadband to provide a positive and efficient customer service experience. We genuinely apologize that this was not consistent within these multiple encounters. Our Executive Services Team resolves all damage claims for Rise Broadband, unfortunately this information was not forwarded to the appropriate department prior to the Revdex.com complaint. We will be happy to work with you to get this matter resolved and any necessary repairs done as quickly as possible. I will be handling this damage claim personally, and I give you my full assurance that I will work diligently to get this matter resolved in an expedient matter moving forward. Thank you for bringing this matter to our attention and again, we sincerely apologize that this was not communicated to us until this time. Thank you for being a valued Rise Broadband customer, and I look forward to working with you to get this resolved. Thank you, [redacted]
[redacted]
[redacted]

Mrs. [redacted], I appreciate all of your time today, it was a pleasure speaking with you. I hope I was able to better explain the breakdown of your billing statements for you. I have an appointment now created to send a technician out to your home on Thursday March 3, 2016 between 8am-noon as...

requested. An email confirmation of the upcoming appointment was also sent to this email address for your records. [redacted] – Escalation Specialist

Dear [redacted] Your complaint was read in its entirety. We completely understand what your concerns are and have replied accordingly. We apologize if there was a lack of communication in regards to getting a time set up to retrieve the equipment.  Rise Broadband did contact you prior to June 6. On May 23 a service call was set up to come get our equipment, with a note saying “[redacted]MUST CALL HAS DOGS AND GATED AREA[redacted]. It also notes Beware of dog, call first, and gate code req. Our technicians were unable to get the equipment. We have made arrangements so that there will be no charge for the equipment that was on the outside of the home. So the only issue is the router. We show no record of the router being returned to us. We never received it. If you have proof of shipping, we would encourage you to send that in. Until such time, we cannot refund any money for this account. Thank you, Rise Broadband, Corporate Escalations

Complaint: [redacted]
I am rejecting this response because: I am on the account. I just double checked a second ago. Also this was not just a miscommunication, this was two representatives of Rise telling me that the fixed IP address was included in the $50.00 package to induce me to sign up. Rise has their sales person on tape offering the fixed IP address along with a $50 all inclusive package that they later billed over $70.00 for. We did not find out that the fixed IP address was not included in the package until after Rise did a very difficult installation and they tried to charge us extra. If we had agreed to less than a two year contract Rise would have had to honor it fixed IP address offer under Nebraska law. As I said before, by offering us a $50.00 package including a fixed IP address, not following up on the fixed IP address offer, urging us to use automated payment and then charging us $70 for the package (not including the fixed IP) which we would not have caught if we were using automated payment, all seems to be part of what consumer organizations warn us about when seeing bait and switch offers.
Sincerely,
[redacted]

Dear Sir Our system automatically generates bills to all of our clients. I am sorry that you received a bill during this frustrating time. I assure you that the bill will be adjusted and you will be credited for any services we were unable to provide. A credit of $253.44 has been applied to your account today, January 21, 2016. I again apologize that we are no longer providing service in your area and agree that you have been an outstanding customer. However, I can only confirm what I have already stated. We notified our customers of this change in November and again in December. We had said we would only provide VoIP service until January 1, 2016 but it continued until the 5th. We are not [redacted]empting to “blame [redacted]” but we can only control our end of it. I am sorry this has had a negative impact on your business. That was never our intention.  We strive to provide reliable and quality services to all our customers and we extend our most sincere apologies that this situation was elevated to this point. [redacted], Escalation Representative