Rise Broadband

Dear Mr. [redacted] We sincerely apologize we were not able to provide service to your location and that you had difficulty with billing issues. However, at this time your account indicates that we have refunded you for the $250.00 early cancellation fee on December 4, 2015. I hope this resolution...

meets with your satisfaction and wish you continued success.

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Our records show that the account in question was credited in the amount of $27.91 due to downtime between 9/14 – 10/6. Please note that 9/14 was the...

first time we were made aware that the connection was down, and we will be unable to backdate any credits as we were not contacted before that date. We would like to sincerely apologize for the extended period of time it took to get a technician out to the property. We have credited the account an additional $9.02, which is the equivalent of one week’s worth of service, due to this delay. It is never our intention to mislead our customers, and apologize if there was any miscommunication regarding your communication history. Per our Terms and Conditions, which can be viewed at www.risebroadband.com, in the event an account is cancelled prior to the two-year agreement in place has ended, an early termination fee of $250 will be applied. If the account is cancelled before 1/10/2018, the fee will be considered valid and will not be waived. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Representative Rise Broadband

Dear Mr. [redacted] Thank you for contacting Rise Broadband concerning your speed issues. Please know that we take our customers concerns seriously and are continually looking for ways to improve our service and reliability. Generally what we ask is that you call in to 844-411-7473 when you are...

experiencing speed or connectivity issues so that we may do the required trouble shooting. If at that time we attempt all trouble shooting steps without success and are unable to resolve the issue, we can then visit the idea of crediting your account. I do apologize for the issues you are facing, but again I encourage you to give us a call so we can detect any patterns in disruptions and try to get these resolved for you as quickly as possible. Thank you for being a Rise Broadband customer. [redacted], Escalations Representative

Hello [redacted] Thank you for contacting Rise Broadband via the Revdex.com, we appreciate the opportunity to address your concerns and reach a resolution. We would like to extend our apologies to you regarding the experiences you have had with Rise. After having reviewed the...

account, it appears that service has been restored and a credit of $44.98 has been applied to the account. There were no late fees nor reconnect fees assessed and as such your current bill stands at $6.77. We do thank you for taking the time to explain your situation and bring it to our attention. We will most certainly will take this feedback into consideration going forward, as we continue to improve upon our company. If you have any further issues with your service, please contact our tech support at [redacted], any one of our representatives will be more than happy to help address any concerns you have.     Thank you again for contacting us. [redacted], Escalations Representative.

Mr. [redacted], Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet. I called and talked to you the morning of 2/01/16 to confirm that a service call had been setup for you and there will be a field tech will be out there on...

2/02/16. Please accept out 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 your continued support. [redacted], Escalations, Specialist.

Dear [redacted] We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com; in regard to your account with Rise Broadband. After a detailed analysis of the account, we would like to share the following: In August 2016, when service...

was installed, the original plan was for a “Residential 20MB-2 Year” plan, with free installation ($149.00 for non-contracted customers). This was for a promotional rate of $47.45 per month, plus taxes and fees (a $20 discount). We underwent a companywide price increase of $2.50 in October, 2016, bringing the rate to $49.95. Rise Broadband does impose a late fee of $10 in the event the account becomes past due. If the account is delinquent over 50 days, it is also subject to a $30 reconnect fee as is reflected on the monthly billing statement, as well as within our terms and conditions which can be found at risebroadband.com.   At this time the account remains open, with a balance of $265.86. To prevent further charges, if you wish to close the account, please call [redacted] and speak to our Customer Care team.   Thank you for being a valued Rise Broadband customer.   Thank you, [redacted]

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/2015
[redacted] P [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.
We are currently looking into ways to improve our scheduling process. Unfortunately, we do not issue credit for time taken off of work for scheduled appointments. Our records show that your internet was in idle on 07/28/2015 and was back up and running on 08/17/2015. For this time we are going to issue the appropriate credit to your account for one month of 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

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. In regards to DISH Network billing, we will unfortunately be unable to assist you. While we are a certified reseller of DISH service, we do not handle...

their accounts. We will not be able to adjust any DISH Network pricing. Our sales agents will always go over a breakdown of the bill and any promotions before signing any customer up for either service. We are sorry to hear that we were unable to provide service at your location. After a thorough investigation, we show that there are 3 potential towers to connect to in your area. Unfortunately, we were unable to achieve line of sight for two of the towers, and the third, the Hoosier tower you mentioned, is not able to accept new customers at this time. Due to the nature of the service, we never guarantee being able to provide a connection to a location until one of our field technicians has gone out to the property to attempt an installation. We do provide service to the area and have several customers currently connected to all three towers previously mentioned. While we were unable to provide said connection at your home, this does not mean we do not service the area at all, and, as such, we will not discontinue advertising in the area. Thank you for your interest in Rise Broadband. 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.   When the internet is not working and you have to use your phones data, the chat team can do whatever they want and it won't drop the connection.  The problem is that by the time you get through to anyone the connection would start working again.  They would then tell me there is nothing I can do.  Luckily Nicole Warden got in contact with an area supervisor who made some internal changes that resolved the issue.  It is sad that twice now I've been having issues due to internal problems but I get told the problem is my equipment or that since the connection is back up there's nothing they can do.As for the LTE upgrade you have been telling me the same thing for four years.  Stick with 3MB connection and one day we will be able to get you 5 or faster.  Then its always the same story that upgrades are coming and being worked on.  You even have a team in Wichita County that is working on them now and still can't give any kind of time frame.
Sincerely,
[redacted]

Dear [redacted]                                   ...⇄ />
                                        ...⇄ 27, 2017 Thank you for contacting us via Revdex.com. We appreciate the opportunity to resolve this matter for you. Sometimes what our sales people can see on their computers is different than what the technician can see when he goes out for an installation. It is not our practice to “bait and switch” any customer. We are sorry that we could not get you the 50Mbps, but hope you are enjoying the 20Mbps plan that is currently on the account. After a complete review of the account, we have determined that the description of events described by you match the documentation we see within our systems. As such, we are more than happy to honor your request. We have placed a credit on the account of $50.00. $37.50 for the installation and $12.50 for poor customer service. We regret that this matter was not handled in a timelier manner and if this has caused you any inconvenience. Thank you for being a valued Rise Broadband customer. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted], Thank you for reaching out to us again for further clarification. Upon thorough review of the account and your requests, we would like to share the following information: The changes made to the account were fully disclosed at the time of the upgrade, including the loss of unlimited data, and were, in no way, any form of dishonesty or made in an effort to harm our customers.  However, Rise Broadband has moved away from unlimited data, like most internet providers, except for our business accounts as previously stated. 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.    We value you as a Rise Broadband customer and would like to honor your request due to the frustration you may have experienced regarding the changes to the account. Rise Broadband has no ability to put you back on the plan that you were on previously, the plan simply no longer exists. If you would like to change from a two-year contract, which enjoys a lower monthly rate, to a month to month service plan, we will waive the Early Termination Fee. Additionally, we will waive the $75.00 Residential Upgrade fee as well as waive the current data overage fee of $49.00. If the account is converted to a month to month service, the price will increase and the data allotment will be reduced to 300GB. If you wish to cancel this account and move to a month to month service plan, please call us at 844-411-7473 and one of our customer care specialists will be happy to make those changes for you. Christine P. 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. Unfortunately, unless a call is made into our technical support department at [redacted], we are unable to credit for downtime. A call to technical...

support not only allows us to be made aware of any issues that may be occurring, but also to provide documentation for credits once an issue is resolved. We show a credit of $39.61 was applied for the downtime experienced between 8/13 (the initial date we were contacted,) to 9/13. We sincerely apologize for any inconvenience and frustration caused by the service interruption. While we are more than happy to provide credit of any service downtime, this credit does not extend to any equipment rental or associated fees. Equipment rental fees are in reference to our equipment being located at the property, with services such as replacement or any other associated maintenance of said equipment. Even in cases where service is down, the equipment is still at the location and is being supported. In regards to the slow speed issue, it appears that the equipment at the service location had an issue properly connecting to the tower, either from something blocking the signal or the equipment being out of alignment. We apologize that this was not initially properly diagnosed and have credited your account in the amount of $8.70, which is the equivalent of one week’s worth of service. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Good Afternoon [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: We sincerely apologize for any difficulty, or extended wait time that...

there may have been when you were attempting to reach out to Rise Broadband to cancel your account. Generally, as long as the account is cancelled the day before the new billing cycle starts, we can prevent the payment from being withdrawn, and we fully recognize that it was our fault it was not cancelled the day before the new cycle started in this circumstance. Please see below where this information is listed at our website under our terms and conditions: 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 the difficulty that was experienced throughout these interactions Rise Broadband will refund the final payment that was made to the account, for a refund in the amount of $63.11. The refund will come via mail in approximately 4-6 weeks. We hope this response resolves the matter, thank you for having been a valued Rise Broadband customer. Kind Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:  I requested that our location be investigated to see of the 20 MB plan was available.  I did not approve the change.  The customer service rep at Rise made the change without my authorization and also as Rise noted, did not inform me that if I change plans I would have a cap on my usage.  If I had know this was going to occur, I would NEVER had authorized the change.  At this time, all they are really offering is for me to move to a more expensive plan in order to retain the unlimited data plan.  Due to their mistake, I want the same speed that I had before (10 MB) with no increase in pricing.  My understanding is that the plan I was on is $59.95/month and the new plan is $96/month.  Therefore, I want to have a recurring monthly credit of the monthly difference as long as I am on the new plan.
Sincerely,
[redacted]

Dear [redacted],  We thank you for your inquiry regarding the billing for over usage and service concerns. We are sorry to lose you as a customer. We have researched your concerns and have conclude the following.  Our service plans all have data caps when they were offered. Your...

particular plan did have data limits of 250 GB initially, then upgraded to 300 GB. We did email you usage data notices for 75%, 95% and when you went over on usage. In summary, the charges for your usage are valid.  We only had one incident for your service. The incident was for a router issue. Our technician concluded that this was a router functionality not connectivity.  Our records show that our equipment is scheduled to be picked up on 1/21/2016 by our technician. We wish you well.  Kind Regards,  [redacted], Escalations Representative Rise Broadband

Dear [redacted]Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your additional concerns.When Rise Broadband transitioned our previous T6 accounts into our billing system, we maintained the same rate that you were previously paying through T6 at that time. That said, we underwent a subsequent fee increase in December 2015 which impacted the entirety of our customer base. It does appear that we dispatched a technician on December 16, 2016: in an effort to reload your service to one of our new towers that is capable of supporting the 10mb service. However, due to weather conditions, the technician at that time was unable to proceed. We would encourage you to contact our Customer Care Department to set the service call back up. They can be reached at [redacted]. Additionally, we would encourage you to contact our Technical Support Department with any connectivity or speed related concerns. Our technical support agents would be the most adept at troubleshooting and diagnosing issues. They can be reached at [redacted]. We can certainly downgrade your account to the residential 5mb package upon your request.  However, as previously stated, this will result in the loss of your unlimited data, as Rise Broadband no longer offers our unlimited data as an option for residential customers.  Again, we sincerely apologize for any inconvenience or misunderstanding this has resulted in. We hope this additional information helps to provide clarification regarding your concerns. Thank you,[redacted]Rise Broadband, Executive Services

Complaint: [redacted]
I am rejecting this response because: if you can lower my bill to 28.45 a month and guarantee it'll stay that price for 12 months I'd be happy.   My bill hasn't been that low for quite a while.   It was raised when broadband took over without anyone telling us.   My neighbor's all had the same issue.    I at this time want the router paid for.  The reason as I explained previously is the fact we replaced it at the beginning of Feb when service reps kept telling us that was the issue.  We replaced, and it didn't get better.   I purchased another router on 3/8 again after being told that was the issue.  We tried again and in fact that wasn't the issue.   It was the equipment on the roof that was faulty the whole time.    And the 2nd new router was needed since the faulty equipment blew out the power source in the 1st new one purchased.    Technically I am out almost $150 in the ou chase of them, all I am asking is for reimbursement of one of them.  $74.86.   I can email a receipt if I need to as proof.   But if you lower my by bill to $28.45 for 12 months guaranteed, which as more of a savings I'd be happy with that as well.  I am not trying to be a pain, but I am still really upset with the way your supervisor [redacted] spoke with me.  He is so many words said because I was a residential customer I didn't matter.    I pay my bill on time monthly, so to me I matter as much as the business customer.  
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to explain the charges on your bill. At the time of Sale on January 26th 2017, the following Rise services were selected:     1/26-2/25 Res 25MB 2yr Contract - $59.95 w/$30 Promo Discount - $29.95 Res PC Care - $9.99 – One Month Free Trial Period - $0.00 Res Installation Fee - $150 – 100% Discount - $0.00 Taxes/Fees: $15.55 Total: $45.50   2/26-3/25 Res 25 2yr Contract - $59.95 w/$30 Promo Discount -$29.95 Res PC Care - $9.99 – Full Price/Free Trial Over Taxes/Fees: $15.55 Total: $55.49   We appreciate you joining the free PC Care trial and per your request, I have removed PC Care from your account at this time.     Updated 2/26-3/25 Res 25 2yr Contract - $59.95 w/$30 Promo Discount - $29.95 PC Care Credit Adjustment – ($9.99) Taxes/Fees: $15.55 Total: $45.50   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
Our initial contract was not with Rise Broadband. It was with [redacted] and they were bought out by Rise. I understand they are a line of sight internet company, but I also was about to lose my home due to our landlady selling the property. Does [redacted] list all their tower locations on their website so that I could climb on the roof of each home I looked at to be sure I had line of sight to the tower? No they do not. It is not my fault there is a large tree blocking their tower. The $250 fee is not acceptable and should not be in place in our instance. We contacted them a week before we moved and were told there would be no problem getting service. Also, last week we receive a welcome to the neighborhood letter from Rise stating they could offer Internet to our address. That is false advertising because you cannot offer it to us. We have no control over a tree miles away from us. We should not have to pay for the contract termination especially after the horrible customer service we received from your Mr. [redacted] and being told we could have service when we could not and then being told we had an appointment and wasting an entire afternoon waiting for a technician only to be told we didn't get out on the schedule. Not to mention the fact that my husband contacted your company's customer complaint department and was told they would review everything and we are still without word. We have been in our new home for 2 weeks now and not one word from your company. We have been without service and have just been brushed aside. I have paid that $250 in the time I have wasted trying to deal with this issue over the past 2 weeks, so you can waive that fee for us. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Rise Broadband is either lying or incompetent or both. I am not an it. If I had called on June 20 I would have cancelled then as both I and my tenant had moved out, and I no longer owned the house. I called several times between the time my house sold and when I moved out about cancellation,I moved out on June 4 2017 and the tenant moved out on June 7 or 8. Possibly the new owner called on the 20th, but it was not me. I agree that I owed money for June, which I paid but the bill for July is not legitimate.
Sincerely,
[redacted]