Rise Broadband

Dear [redacted] Thank you for contacting us via the Revdex.com. We appreciate the opportunity to resolve this matter for you. Rise has recently adopted a new policy, which can be found at our website and reads, in part: 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, because originally you were told during the initial call that the services would be prorated, we are going to honor that and have provided credit to the account in the amount of $45.10. We apologize for any inconvenience or frustration this may have caused, and thank you for having been a valued Rise Broadband customer.

Dear Mrs. [redacted],      Thank you for bringing this matter to our attention via the Revdex.com, we greatly value your time and feedback.      The area supervisor has been contacted on the situation and has allowed for an expedited service call which is now...

scheduled for tomorrow morning, May 11, 2016 between 8am-12pm. A confirmation of this appointment has been sent to the email address that is set up on your account.      Again, I would like to thank you for contacting us and allowing me to assist in this matter as we highly value your continued support and service with Rise Broadband for your internet needs.   [redacted], Escalations Representative.

Complaint: [redacted]
I am rejecting this response because:What your are doing is, if not technically illegal. highly unethical. What is not in dispute is that you are adding a charge to your customers' bills without their consent. That is the fact - no matter how you try to dress it up. The further  fact that you stand by this decision is even more troubling. I have submitted a complaint to our Attorney General's office here in Colorado and have begun contacting others online who have been the victims of this scam. We intend to prevent you from continuing the defraud Colorado residents in this way
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding the final balance after cancellation, and we would like to share the following;   As we have previously explained, by using our internet services, you have agreed to the Terms and Conditions, which include our cancellation policies.   We concur that the service was acquired from another provider, however the option to cancel was available at any time. We have never forced anyone to utilize our services. In addition, when the account was canceled, we advised at that time that there would be no proration of services, and the option to allow the services to continue until the end of the service cycle was given. This option was declined and the service was requested to be canceled immediately.   However, as a courtesy for having been a Rise Broadband customer, we have agreed to prorate the service to the 10th of January, 2018, when we were contacted to cancel services. We have credited $25.00 to the account, which is slightly more than 21 days of service. The statement amount for the service was $35.95 + taxes and fees per month. Applicable taxes and fees will automatically be prorated when the credit posts to the account within one to two business days.   We have also started the refund process for the credit provided. We will mail a physical check for the credit balance to the mailing address on file, [redacted] [redacted]. The typical timeframe for it to be received is 4-6 weeks after the request has been made. If you would like to change the mailing address, please feel free to send an email to [email protected] and we will be more than happy to assist with updating the information.   Thank you very much for having been a Rise Broadband customer, and we wish you the best in future,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] i do not in no way shape accept your tech who was at my house sat said he would not recommend putting us on that tower it would drop speed  to 4 Mbps and under when where are in a contrac for 15mbps so I won't what our contrac has promised us for past 8 months witch we have no revived what gives rises the right to change our contrac that we have all ready enter in to plus why would I need be on a tower that's 5+ miles away when I have my own in back yard wouldn't that defeat why we bought the tower for all that money

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] i don't feel like that was good enough the tech was here on the 16th and did nothing walked around the house said he nothing he could do. Do to out dated equipment. I've paid ever mouth for 9 mouths and that's the best that can be done I've use a totle of maybe mouth of service cuz it's been down unusable maby rise needs to look at account again show where I've reported it at least 2 times a week sometimes more then that a week I got copy's of ever web Chet to show how many issue we've had

Dear [redacted]   We sincerely appreciate you taking the time to bring your additional concerns to our attention via the Revdex.com. As previously stated, we communicate to our customers that we are a line of sight provider, and that the technician who visits the property...

will make the final determination regarding the service. Our field technician advised that he was only able to obtain line of sight to a 5mb tower on the day of installation The 2 year contract was agreed upon at the time of sale, requisite upon our ability to provide service at the location. Unfortunately, we are not able to guarantee speeds or speed packages. Additionally, as stated, we provide a 30 day trial period in which we encourage our customers to call in with any service related concerns, or to let us know if the service is not going to work out for them. No such calls were received. While we do now have 20mb towers in the area, the account would need to be brought current before we could send a technician back out to determine if line of sight to one of the other towers would be possible. We will certainly be happy to back date the 20mb package to a 5mb package retroactively back to the date of installation, which was November 4, 2016. Please contact our customer service department if you wish to proceed. They can be reached at [redacted].   We have provided some further excerpts below from our terms and conditions in an effort to provide further clarification.   RISE BROADBAND offers a range of download speeds to residential subscribers varying from 1.5 mbps to 15 mbps (megabits per second). The network is designed to support these speeds to help ensure that every subscriber receives the speeds to which they have subscribed. RISE BROADBAND however cannot guarantee speeds at all times, as there are many factors and conditions beyond RISE BROADBAND’s control that can affect Internet performance.   Termination of the Service does not affect USER’s obligations under this Agreement, including USER’s 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 accounts must be paid in full before a cancellation will be considered complete.   We stand by our original decision that the $250.00 early termination fee (ETF) is a valid charge and will be applied to the account in the event of cancelation.   We sincerely apologize for any inconvenience you have experienced, and thank you for being a valued Rise Broadband customer.     [redacted]

[redacted],   We apologize for the miscommunication. Unfortunately, we will not be able to waive the early termination fee. Per our terms and conditions, any service that requires a minimum term commitment will require an early termination fee should that service be cancelled. http://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servic...⇄ Here is the link to those terms, the information I am quoting is under Term/Cancellation Policy. Again I apologize for the miscommunication but the charges do stand. [redacted], Escalations Specialist.

Complaint: [redacted]
I am rejecting this response because: there is perfect line of site to the Walmart Tower. I'm on a tower 6 miles past that tower. But was advised my internet would be slower speeds. I understand that but at least (hopefully) it would stay connected and wouldn't drop my internet throughout the day. Your repeat of what you could do doesn't reflect what you should do. Simply providing reliable internet service to your customer.  
Sincerely,
[redacted]

Dear [redacted] We are sorry to learn that our first response to the Revdex.com was rejected. Again, we will be happy to provide clarity on our contracts. In the original response, we included a capture of the signature that we gather at the time of installation. On this document, dated 5/04/2015, it clearly states, “2 Year Contract” (not once, but twice.) Additionally, this information is available on each monthly statement. We do not have the ability to go back and find the original bill, but after looking at the ledger for this account, it is noted that on May 4, 2015 there was a $49.95 Installation Fee, that was waived as part of a 2 year commitment. If this account had not been on a 2 year contract, the monthly rate you would have paid would have been $47.95 per month rather than the contracted price of $44.95. We sincerely apologize if there was any miscommunication, but our representatives clearly explain all terms and conditions when an account is set up. Again, if this information was not relayed correctly, we sincerely apologize. However, with the signed document, which is again included in this document, we find that the contract is valid and the ETF will not be waived. Thank you, [redacted], Escalation Specialist Rise Broadband

Dear [redacted]                                   ...⇄ 7/21/2016 We appreciate your reply and hope to provide more clarity on our decision. Each Rise Broadband customers concerns are addressed on an individual basis and we do not provide canned responses to them. 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. 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. You will see no charges for this going forward. I have gone into the account and credited you in the amount of $14.99, which is the total amount that you were charged for PC Care. A credit had already been place on July 7, 2016 of $8.40. You have been reimbursed for all charges associated with PC Care Support. Regarding the 2 year contract and ETF. Our contracts are verbal and made when a customer calls in to establish service with Rise Broadband. These calls are the property of Rise Broadband and we do not release them. What I can provide you with is a copy of the email that we sent to [redacted] on June 5, 2015, which clearly shows the 2 year agreement. Additionally, this information is available on each month’s bill, which you view when you go to the payment portal to pay the bill. After a second thorough review, our decision to not waive the $250 ETF stands. Please see below for the documents mentioned above. Again, we thank you for your time and for being a Rise Broadband customer. Thank You, Rise Broadband Corporate Escalations

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/2015
Dear [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.
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. 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
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE

Complaint: [redacted]
I am rejecting this response because: our internet usage has not materially changed since becoming a customer.  Overages did not begin until our antenna was changed by the technician visit on 9/21/2017 and they have persisted since.  The usage being tabulated and billed is so ridiculous that it is clearly an error.  The usage being claimed would required many hours of HD streaming every single day and that simple DOES NOT OCCUR.....EVER.Rise Broadband needs to resend a technician to the home to fully to investigate the settings and function of the antenna.
Sincerely,
[redacted]

Dear [redacted]                                   ...⇄ September 15, 2017...

Thank you for contacting us via the Revdex.com so that we may address your concerns. We have reviewed the account and would like to share the following information;  With Rise Broadband’s policy on data overages we offer “First Tome Forgiveness”, meaning that the first time there is a data overage, we waive that fee as a courtesy. Any future overages are the reasonability of the account holder. Upon review of the account, we note that for some reason, you were billed the full amount for the first overage. We are unclear on how this happen, if it was a billing glitch or human error. Regardless, the mistake was on our end and we take full responsibility. As such, today an additional credit of $68.25 was placed on the account, for a total credit for data overages of $136.50. A credit in the amount of $68.25 was placed on the account on September 13, 2017. We sincerely apologize for any miscommunication or misunderstanding and any frustration this may have caused. As stated previously, any future data overages will be considered valid charges and will not be refunded. We appreciate the opportunity to clarify this issue and would like to thank you for being a valued Rise Broadband customer. We look forward to being your internet provider for years to come. Thank you [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted],  We thank you for taking the time to bring your concern to the attention of the Revdex.com so we can help resolve the concern.  We have reviewed and investigated your concern. We would like to share the following findings.  Our field supervisors are working on a plan to...

upgrade the towers and Access Points (AP) for your area. In fact they are escalating the activity to make the changes with the upgrades at the earliest possible time.  There may be delays from storms and other immediate needs that may come up. They are most excited to get this work for upgrading done.  We apologize for your experiences. We appreciate your patience as we get these activities completed so to have reliable and consistent services.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for providing us with the opportunity to address the issues concerning slow speeds and connectivity and we hope to provide a satisfactory response to your inquiry. ...

  Rise Broadband apologizes for any inconvenience caused by service issues experienced while work to improve our network.   We show that our Social Media Team and Tier 3 Technical Support Team has been working with you about the service issues experienced. Due to present restrictions with our technology, we are not currently able to provide a more optimal service than what is currently being provided We have reduced the monthly service amount from $55.00 plus taxes and fees to $39.95 plus taxes and fees. This was originally set up on a contracted promotion, however due to the service issues that are ongoing without an estimated time of resolution, if the decision to cancel service is made there would not be a penalty for doing so.   While we would sincerely regret losing you as a customer; we also understand the frustration involved regarding the ongoing connection issues. If you opt to locate another provider, no penalty will be incurred. We understand that your concerns have been extensive and ongoing in nature. Unfortunately, we are not presently able to provide a specific timeframe for upgrades to the equipment within the area network. Our records indicate that this information was shared previously, and we have since been advised that another provider is being searched for. We do value you as a Rise Broadband customer and would not like to see you leave, however we absolutely understand the need for fast, reliable internet.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having being a Rise Broadband customer, and we wish you the best in the future.    [redacted]

Dear [redacted], Thank you for contacting us through the Revdex.com. We look forward to being able to provide clarification to the data limit on your Rise Broadband account.   Upon review of the account, we note that the current plan was agreed upon and a 2-year contract entered...

into on April 7, 2017, at a monthly rate of $39.95 plus $10 per month for equipment rental. At the time the 2-year agreement was made, the account had a 350GB limit. This is not something that is new and no changes have been made to the account.   Rise Broadband tracks our customers data usage for a 6-month period. We can see how much data has been used but not what it has been used on. Looking over the last 6 months of records, we see that on average, 240.50 GB of data are used monthly. We send email notifications when customers reach 75% and 95% of the data allotment usage for the month. During the December to January billing cycle, the data usage exceeded the allotment of 350GB. You received emails, as the usage for that month exceeded 411GB.   We apologize if there was a possible miscommunication, but this account has been on a data cap since its conception, it just recently became an issue as the limit was exceeded.   We hope this provides more complete information to your questions regarding the data usage for this account.   Thank you for being a valued Rise Broadband customer.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: 11031849
I am rejecting this response because: no matter what time of day I try and access my connection I am getting better less than 5mbps down. The tech support team has no idea why I'm not getting these speeds and every time I do call tech support they confirm that I should be getting high speeds. My ticket has been open for over three months now and I still don't have any answers. 
Sincerely,
[redacted]

[redacted] After having talked to you on the phone, we have a way to set you up for a paper bill. However, before doing so I wanted to make sure you are aware that it will add a $3.00 fee to your bill. If that is of no concern, then please responded to this as such and we will place you on the...

paper bill right away. Thank you for your patience and feedback. [redacted], Escalation Representative

[redacted] We apologize for the inconveniences. On your account, there is a service call setup for February 8th to retrieve the equipment. As soon as this equipment is obtained the charges on the account will be removed. Thank you for your time and feedback.   [redacted], Escalations Specialist