Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. As mentioned in your complaint, our PC Care service has proven to be a valuable benefit to many of our customers. At this time, we show that the...

service has been removed from your account and you will not see any charges moving forward. In the event that a customer was not aware of the PC Care service after the ending of the trial, we are more than happy to refund them the charged amount and discontinue any further charges. We strongly urge customers to check the “Customer Information” segment of their statements each month as we will often communicate important notices there in addition to any physical mail and/or emails that are sent out.   We appreciate your feedback and thank you for being a valued Rise Broadband customer. Regards, [redacted] Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:You have failed miserably to address all of my complaints, and question** You've waisted yours and my time doing a detailed explaination of your fees and what they cover--I never asked for such explanations as they are a moot point in this case. I'm concerned that you do not know how to read a question and answer it. You do not need to be a department store to answer the simple quesiton: what legal ground do you have EVEN AS A INTERNET COMPANY to hold a customer contracturally liable to an agreement that does not exist. You are not lawyers, that is correct, but you better darn well learn how to operate within law if you want to stay a busines** To say you are exempt form following law and explaining how you follow law because you are not lawyers is possiblly the most irresponsible thing I've ever heard from a company or busines** You are stating tha you can do whatever you wish, despite any confines of law because you are too incompitent to understand it. Again, as I stated before, this will not just disappear. I will be communicating with other outlets to see what options there are to help Rise actually take some portion of responsibiity. All communication will be presented openly and fairly--as it is on the Revdex.com and in our written communicaiton. 
Sincerely,
[redacted]

Dear [redacted] We appreciate you taking the time to bring this concern to us via the Revdex.com and give us the opportunity to answer your questions. I am sorry that it has been your experience that you do not get your issued addressed or questions answered when you call in to get help. That is not the kind...

of customer service experience we want our customer to have. This matter has been brought to the attention of the management team and there will be follow up with the tech support agents. This account was on a 6 month promotional plan, and that has expired. I called and spoke with you on June 23 and at that time we removed the VoIP from the plan, and changed the plan over to a 5MB with a managed router. At that time it was my understanding that we had reached an agreement on your services and that you were now on a plan that fit your needs. I hope that is still the case. Unfortunately, the 6 month promotional package that you were on is no longer available. I understand that going forward you would like written confirmation on what exactly your plan is and what you are being billed for. This is a most reasonable request.  All information, including your rates and contract terms are available on our website wwwrisebroadband.com, under Broadband Terms, bottom of the home page) and you would see this information on the billing portal each time you pay your bill. I sincerely apologize for any lack of clear communication and any frustration you have experienced as a result of this situation. I hope going forward this will not be the case and that we can move forward and in the future you will receive far better customer service when you call in. Again, thank you for taking the time to contact us and allowing us to communicate in this format. [redacted], Escalations Specialist

Dear [redacted] Thank you for contacting us regarding this serious issue. We sincerely apologize that you were removed from unlimited data when changes were made to the account.  Here is a brief description of what happen. When we acquired Digis, we also acquired their customers and their package...

plans. In November, Rise Broadband converted these plans to a price point plan that was more closely aligned with our plan prices. This process knocked you off the unlimited data. Rise Broadband no longer offer unlimited data to any of our customers with the exception of small business plans. All this being said, after looking into your account, it is clear that this happened through no fault of yours and it is simply unfair for the data cap to have been placed on your account. We are removing the data cap from your account and placing you back on unlimited. Because this is a “system generated” error, it may take a little while for the account to reflect that; if you encounter any date overages in the meantime, I will refund those charges to your account. Additionally, you may continue to see emails warning you that you are nearing or exceeding your limit.  Please disregard these notices as they are system generated and will not be relevant to your account. In the event that you see any abnormal billing for overages, please contact me and I will insure that any billing issues are taken care of. You may contact me at [email protected]  (attention [redacted]) Again, please accept our sincere apology about this error that was made on your account. We apologize for any frustration and confusion this has caused you and we appreciate your patience while we tried to determine the cause. We appreciate you being a valued Rise Broadband customer and look forward to providing internet for your family, with unlimited data, well into the future.   [redacted], Escalations Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because: Lets see, if I understand your position. On April 6,2017 you didn't cancel my service, because I didn't cancel by your rules. On May 30,2017 you did cancel my service, because I didn't cancel by your rules. Maybe, the only reason you cancelled the service at all is because I filed a complaint with the Revdex.com.
Sincerely,
[redacted]

Dear [redacted]...

[redacted]                                   ...⇄ August 12, 2016 Thank you for contacting the Revdex.com to notify Rise Broadband of the issues you have experienced.  The records on the account provide confirmation that installation was delayed due to the construction of your new home.  Rise Broadband does not provide service to homes currently undergoing construction and we were unable to provide installation until the home was completed.  We see that you called in twice for slow speeds.  At that time, the account was credited with a $10.00 discount for 3 months, as well as a credit for $22.55 in July 2016. We highly encourage our customers to call into our technical support line when they may be experiencing any issues in service so that we may properly troubleshoot the issue. We have credited the account for the times that calls were made to our contact center. Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service delivered. A few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concerns. For a full review of these terms, you may visit our website online at www.risebroadband.com: * PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itself. RISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always delivered. You understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet. * TERM/CANCELLATION POLICY Termination does not affect your obligations under this Agreement, including your obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such termination. RISE BROADBAND accounts must be paid in full before a cancellation will be considered complete. // If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $250 Early Termination Fee or the remaining portion of the contract, whichever is less. * ACCEPTANCE By using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this Agreement. These terms and conditions supersede all other written and oral communications or agreements with regard to the subject matter. Any waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND. Below please find the email that was sent confirming installation, as well as a copy of the monthly statement, which both clearly provide confirmation of the 2- year agreement.  After an in-depth review of your account, we have deemed that the $250.00 early termination fee (ETF) is a valid charge and will not be waived. Again, we sincerely thank you for your time and for having been a valued Rise Broadband customer. [redacted] Escalations Representative, Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address these concerns. After investigating the equipment in question, we show errors that would indicate that the piece of equipment that powers the radio at the service...

location needs to be replaced. This would not be an issue at the tower site. We would be more than happy to schedule a service call to have a technician replace that equipment to hopefully resolve the issue if you would like to continue service with us. We show three calls into our contact center regarding service; these took place on 4/22, 5/03, and 8/17 of this year. Only one of these calls, the one dated 5/03, was related to a tower issue, which has since been resolved. On 8/17, the ticket created in regards to the call was escalated to our Tier 2 team. It was then that we discovered the first signs of errors coming from the power supply of the equipment, and we sent a technician out to inspect the issue. Unfortunately, this particular issue can be somewhat hard to diagnose if it’s intermittent, which it appears to be. We have credited your account for a week’s worth of service, totaling to $10.30, as compensation for the inconvenience and frustration. Unfortunately, if the account is cancelled, the $250 early termination fee is valid and will not be waived. Per our Terms of Service: “If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $250 Early Termination Fee or the remaining portion of the contract, whichever is less.” Our contracts are verbal, however, every statement in regards to the account reflects the commitment. You may view these statements at any time at [redacted] via the Billing Portal. We have included a screen shot of the last statement issued as an example. We appreciate the time taken to contact us and would like to thank you for being a loyal 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 [redacted]...

[redacted],                                  �...⇄ September 11, 2017 Thank you for bringing this matter to us via the Revdex.com. We appreciate the opportunity to address this issue. Rise Broadband is a bill in advance company, with services being paid for in one month for services delivered the following month.  This particular account has a payment cycle of the first of the month to the 30th/31st. Our records indicate that the account was closed on September 8, 2017.  As such, we will be charging for eight days of service, for a total of $10.52.  The remaining balance of $38.21 will be mailed to you via [redacted] mail at [redacted]. Please be aware that due to our billing and payment structure, it can take up to 8 weeks for this payment to be processed and mailed. We apologize for any inconvenience this may have caused and for the extended amount of time that it will take for the refund to reach you. Thank you for having been a valued Rise Broadband customer. [redacted]

Mrs. [redacted], Thank you for your kind words in regards to our field technician and your experience while using Rise Broadband for your internet services at your former residence. After a review of your account, our records show you entered into a 2-year contract with us upon successful...

installation on May 7, 2015. Terms under that 2-year agreement included a free installation and unlimited data as well as a $250 early termination fee if the full term of the contract was not met. The fee is also explained under the Terms and Conditions on our website, risebroadband.com, in the section labeled “Terms / Cancellation Policy”. We apologize for the frustration, however the ETF is valid and due in full.    [redacted], Escalation Specialist.

Dear [redacted],   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to try to work through this issue together.   Each call that comes into the call center is recorded on 2 separate platforms by our system. Our records indicate that the account...

was cancelled on October 19, 2017. Prior to that date, the last contact we have is on August 29, 2017, which was a chat conversation when autopay was set up for the account. There were no interactions between these two dates.   We attempted to retrieve our equipment on October 24, 2017. The equipment has since been removed by the new home owner, resulting in the charge of $300 that was placed on the account. All Rise Broadbands calls are recorded. We have searched our recordings and have none from either phone number, [redacted], for “mid-September”.   If you have cell phone records to document that you called us at that time, we would be interested in seeing them and perhaps at that time be able to remove the $300.00 fee. However, at this time, we are unable to waive the fee, as we do not have no supporting documentation of you calling in September. Additionally, if a call took place at this time, the representative would have simply informed you that we are a same day cancelation company, and ask that you please call in on the day you wish to cancel.   We apologize we are not able to remove this charge, but as stated, we will be willing to take another look at it if your phone records indicate a call was placed to our center. If you would like to send a copy of that bill to us at [redacted], we would be more than happy to see what we can do from there.   Thank you for having been a valued Rise Broadband customer.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], We would like to thank you for bringing your additional concerns to us via the Revdex.com. After reviewing the account, we would like to share the following: Upon reviewing the monthly billing statement, the cost for the Internet service plan (not including taxes and additional fees) is $59.95 for the Residential 20MB 2 Year contract plan. That $59.95 amount is also including our Equipment rental fee of $10.00. When providing credit to accounts, we advise of the amount of credit prior to taxes and fees. When the credit posts to the account, applicable taxes and fees are automatically adjusted and credited to the account by an automated system, not including our equipment rental fee. The price of the service per month. Which brought us to the proposed credit offer of $50.00 for the last month of services that were paid, but not fully utilized before cancellation of the account. Rise Broadband has applied the promised $50.00 credit to the account, leaving a remaining balance of $195.97. Please feel free to contact Customer Care at [redacted] for assistance in setting up payment arrangements. We hope that this provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customer. Kind Regards,  [redacted] Y.Executive Services | Rise BroadbandPhone: 844-411-RISE[redacted]@risebroadband.comwww.risebroadband.com

Dear...

[redacted]                                   ...⇄ August 3, 2016Thank you very much for bringing these issues to our attention via the Revdex.com. We hope to be able to provide some clarity on the matter.The current plan you are on is a 15mb plan, with a data cap of 300gb. The price of this plan is $62.95 per month, plus associated fees and taxes. We certainly do not “deny” any of our customer’s service, and we certainly apologize if you have been experiencing slow speeds. You are correct that the ticket has been sent to our Tier 3 Team. It is currently being addressed. It is also noted on the account that a service call has been set up to have one of our skilled technicians to come and get your service reloaded to a different tower, in an attempt to resolve this issue. If the technician deems that we can provide better Line of Sight service from another tower, you will see a significant improvement. That service call is scheduled for the afternoon of August 4, 2016. It is never our intention to make a customer feel like they are being “kicked to the curb”. Our customer’s satisfaction is our number one concern. Your issue is being addressed in a very timely manner and we hope to have it resolved by tomorrow, 8/4/2016.This being said, at this time we are able to credit you for 2 weeks of service, due to the slow speeds you are seeing and for the inconvenience. A credit in the amount of $30.45 has been placed on your account today August 3, 2016.We appreciate you taking the time to bring these issues to us and we appreciate you being a valued Rise Broadband customer.Thank you,[redacted]Escalation Specialist

Initial Business Response /* (1000, 6, 2015/10/09) */
Date: 10/9/2015
Dear [redacted],
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. As for the representatives you had been in...

contact with,
I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services.
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.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted],...

                                        ...⇄ 1, 2017   Thank you for taking the time to reach out to us via the Revdex.com in regard to the experience you have encountered with our service.   We appreciate your time and feedback.   We have had the opportunity to review your concerns, and would like to share the following: Upon conferring with the Area Network Engineering Team, we have noted that there is a known Network issue within the area. While we are working toward a resolution and consider this a high priority, we do not yet at this time have a specific time frame for resolution.   We sincerely apologize for any inconvenience that this situation has caused you. In light of the concerns, we have placed a credit of $ 39.95 on the account, which is the equivalent of one month of service credit. In addition, we have noted that we placed you on the reduced price “any speed” package plan, at $49.95 per month (excluding taxes and fees).   We hope that this information helps to provide further clarification in regard to your concerns. We sincerely appreciate your time and feedback while we work toward resolution of these matters. Thank you for being a valued Rise Broadband customer.   Kind Regards,  [redacted] 
[redacted] 
 
[redacted]

Had Conversation with Mr. [redacted] the morning of 2/15/2016 and resolved the matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12535553, and find that this resolution is satisfactory to me.
Sincerely,
Claes Thelin

Complaint: 12582999
I am rejecting this response because: there are no trees in the line of site to the tower which is less that a mile from my property I can stand by my antenna and see the antenna on the tower. This has been a long standing issues with this tower we have had techs out only to be told it is a tower issue.
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, 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.
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. I can assure you we do not take the complaints lightly I 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.
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, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To their own admission, they cannot provide the service that is advertised for this location and have no planned schedule to upgrade the equipment to provide the service that is advertised. They are cheating every customer that is operating off of this tower. They are using a loophole in the law to say that they can't provide the promised service all of the time. THEY CAN'T PROVIDE THE SERVICE ANYTIME! Maybe there are more but I see two choices, rebate customers in this area and shut-down, rebate customers in this area and provide a schedule for upgrade.
Final Business Response /* (4000, 18, 2015/11/02) */
Hello [redacted],
Once again we would like to apologize for any experiences that you may have experience, we have taken numerous steps in planning to upgrade the problem areas in our network. We also added a link on our website that explains our network. Please take time out to read it. Again we do apologize for any conveniences that you may have had with Rise Broadband.
Final Consumer Response /* (4200, 20, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I put in my address and it still offered me 15 mb service. By your own people's admission, the equipment that you have in the tower near me cannot possibly provide service even close to this. This is absolutely and blatantly false advertising. I have also not seen any offer to reimburse people for the service that you are charging for, but cannot provide.