Rise Broadband

Hello [redacted], Thank you for contacting Rise Broadband and bringing your concerns to us via the Revdex.com. Rise Broadband is an “up-to” service provider, and due to how the service is provided, we cannot guarantee full speeds at all times. Below are some of the terms we have that pertain to performance and cancellations. The full terms and conditions can be found at www.risebroadband.com under “broadband terms”. Due to this information, we must stand by our decision to apply the early termination fee. Again, we do apologize for your experience, however, the ETF is still a valid charge on the account   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.   Thank you, [redacted], Escalations Representative.

Complaint: [redacted]
I am rejecting this response because:Even if the warnings were sent to the wrong email address, it doesn't change the fact that the rep told me that data overages would not be enforced, just as they hadn't been since 2016. I will not accept any response less than full data charges credit.
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/12/22) */
Dear [redacted],
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Rise Broadband highly appreciate your feedback as it will assist us in becoming better at what we do. Please allow us two business...

days to invest this further.
Once again please accept our attempts to help you with this matter. We appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband.
Thank you
Rise Broadband
Complaint Response Date bumped because: Holiday

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We sincerely appreciate the opportunity to address your concerns. We’re sorry to hear that you’ve been having issues with your service. Our records show that on October 26th, 2016, you elected to move from...

the 15 Mbps speed plan to the 5 Mbps plan. Due to ongoing issues at the tower site, we have discounted your bill by $10 per month for the next three months. In addition, it appears that you may be eligible to be moved to another tower in your area. If you are interested in this option, please contact our technical support department at [redacted] and they would be more than happy to assist you. Per our Terms and Conditions, which are viewable at any time at www.risebroadband.com, in the event an account is canceled before the end of a two-year agreement, an early termination fee of $250 will be applied. In this case, the contract will end on 9/21/2017. If the account is cancelled prior to this date, the early termination fee will be considered valid and will not be waived. While we sincerely apologize for any inconvenience you have experienced with our service; we would encourage you to contact customer care to enable us to further explore your service options.  Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Dear [redacted],   Thank you for contacting the Revdex.com with the additional concerns regarding the final balance after cancelation, and we would like to share the following;   Thank you for providing the initial statement for the service, which also supports the initial install receipt that we provided as well. Both show the exact same information about the service provided, with the only difference being that the initial install receipt does not also show a line item for the Early Termination Fee, which is accurate as the Early Termination Fee was not being charged during the initial install. The reason the Early Termination Fee shows as “0.00” on the reflected statement is because there is not a charge for the Early Termination Fee unless the contract is breached. You will also notice that the installation is also shows $0.00, as there was no charge for installation due to the promotion that was signed up for. Our installation fee normally $149.50.  There has been absolutely no changes made to the contract or service since it was first installed.   Rise Broadband has never offered a 2-year contract that could be canceled after the first year without penalty if the customer requests to cancel service because they no longer desire the service.   Rise Broadband does not charge for equipment collection, and currently have 03/02/2018 as the date in which a technician will arrive to collect the equipment. No one is required to be there when the technician shows up to collect the equipment, as he will only be collecting the equipment on the outside of the house. If someone is available when the technician arrives, you may provide him with the VoiP adapter for the phone service, or the VoiP adapter can be mailed back to us free of charge with our mailing label which can be found on our website, or by following the URL https://www.risebroadband.com/wp-content/uploads/2016/06/Rise-Broadband-Return-L...⇄ The VOIP adapter can be mailed back in any box that will fit in.   The final ending balance on the account is $354.33, and all charges on the account are valid.   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:They continue to run in circles. 1). Did not sign up for 5mb service 2). Rise agent explained it wouldn't be available for a couple of months3). NEVER even used the service that was "available"4). Called the agent two times within 7 days of extremely poor install (have the pics of it to show if you'd like). 5). Show me anything with my signature showing I agrr d to any of the nonsense you're talking about. 
Sincerely,
[redacted]

Dear [redacted],  We sincerely appreciate you taking the time to write to the Revdex.com and bring these matters to our attention so that we can attempt to provide a resolution. We have investigated your concerns and would like to share the following.  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 [redacted]:    ·         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. We have reviewed your service history which has your concerns documented as being resolved. There was one system outage on 6/13/2016. The issue was resolved the same day with minimal interruption.  We have also followed up with a service call to address your issues with equipment changes. We are always updating and upgrading our equipment. This is our on going efforts.  We thank you for being a Rise Broadband customer.  Kind Regards,  [redacted], Escalations Specialist  Rise Broadband

Dear [redacted] and [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. These services were offered as a two-month free trial, which was communicated via physical mail, email, and on customer...

statements. All customers have the option to opt-out of these services, and, in the event the trial ended without being cancelled, there would be a reoccurring $8.99 monthly charge. 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. We recognize that not all customers will utilize this service, but many have found it to be a useful resource. The account reflects that [redacted] had a chat conversation today, November 21, 2016 with one of our support agents and PC Care has been removed from the account. At that time the agent credited the account $13.04. The total amount the account was charged for PC Care was $39.16. The account has now been credited for the entire amount (an additional $26.12.)   Again, we sincerely apologize for any inconvenience this has caused you and we appreciate you being a valued Rise Broadband customer.   Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I still have not gotten all of the info we had discussed on the phone. I was told it was a recorded conversation, so please send me a transcript of the conversation.I was told I would receive an email regarding what we had spoken about-I have not.She told me she would be sure I received an understandable agreement to what we were agreeing to, I.e. Length of agreement, how much it would cost, etc.-I have not.She also stated I would receive a credit for the time period I didn't know had expired and immediately put me on higher rate-I have not.More upsetting is the reference she makes in her Revdex.com letter to refer to specific info on website that everyone says to read....I have now read it several times and it still does not tell me how long I would be in a contract with Rise nor does it state what rate I will be paying.Very disappointing as I thought we were on the road to mend-obviously I listened to another sales bait and switch? And don't even know the switch.I hope you will help me get transcript of our previous phone call to and ask them to respond to me in written get.
Sincerely, 
[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: Rise Broadband sincerely apologizes for any miscommunication that may...

have been experienced when speaking with any member of our staff. Rise certainly does not take a lackadaisical approach to our Customer Service, it is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience. Upon reviewing the documentation, it is noted that at the time the account was transferred Rise Broadband did not charge the fee to transfer the service.  The $36.61 charge listed as a transfer on the statement under account # [redacted] was the remaining because on account# [redacted] for service period of 8/17/17 through 9/2/17. However, there was no late fee associated with the first statement, as the balance of $103.95 consisted of the $36.61 for account [redacted] as well as the first month of services at your new location for service period 9/5/17 through 10/4/17. The due date on the account did change to properly reflect the billing cycle of the new account at the point it was transferred, which resulted in the due date being the 5th of every month instead of the 17th like it was before. However, since we are a bill ahead service when the bill for services from 10/05-17-11/04/17 generated Rise Broadband had not received payment for the first month after the transfer occurred the balance of $103.95 was not satisfied, this brought the account to a total balance of $184.18. On 9/7/17 Rise Broadband applied a credit to the account for the inconvenience caused, which brought your 10/5 balance down to $156.21. At this time, it was expressed to Rise Broadband the difficulty experienced with our Automated phone system not reflecting the correct balance. As a courtesy, we waived the $15.00 late fee bringing the balance down to $141.21. Our Executive Services team was then notified of the issues experienced with paying the bill, as well as the miscommunication with our Dispatch, for those issues Executive Services applied a credit in the amount of $47.57 then bringing the balance down to $93.69 at that time letting you know that only the past due amount of $36.61 was needed to be paid in order for services to be reestablished. Unfortunately, this amount was not satisfied before the next statement generated on 10/20/17, bringing the balance back to $157.32 and making the past due amount higher then what was expressed by our Executive Services team member, resulting in why our agent Candy explained that the past due amount was no longer $36.61 when you called in on 10/23/17 to make a payment. At the time the account was charged off the account was backdated to the original date that the account was suspended from non-payment leaving a balance of $277.71 including the $250.00 early termination fee.   Rise Broadband sincerely hopes that this response provides clarification regarding your concerns, and thank you for having been a valued Rise Broadband customer. Kind Regards,  Danielle Y.Executive Services | Rise BroadbandPhone: [email protected]

Dear [redacted],   Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns.   After a thorough investigation of the account, we have applied a credit of $3.60, the equivalent of three days of service, due to...

recent outages on 10/7, 10/12, and 10/13. Unfortunately, while we did receive several communications via chat, our technical support team at [redacted] has not been called to do further troubleshooting of the connection to resolve any issues you may be seeing in your personal connection. Our chat team is not able to provide extensive troubleshooting as certain steps would disconnect the internet and therefore disconnect the chat. If you are still seeing problems in your connection now that the aforementioned outages have been resolved, we highly encourage giving us a call to further troubleshoot.   At this time, we are unable to provide a timeframe for LTE services to be available in your area. While we are always working to upgrade our network, these upgrades do take time. We sincerely apologize for the inconvenience.   Thank you for being a valued Rise Broadband customer.   Regards,   [redacted], Escalation Specialist 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.
In researching your account, you were on seasonal suspend from October 1 to May 26th. During that time the internet would not have been working. I can give you a refund from May 26th to June 4th that would total around $21.74
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 /* (2000, 8, 2015/10/07) */
They have finally paid me, so I am through with this company. Thank you for your efforts in this matter. I would still never recommend this company to anyone. I still feel they were dis-honest in their representations and then would not make things right until the Revdex.com got involved.

Dear [redacted],I am responding to your concern regarding your service levels namely slow speeds. We have not had any calls from you since 5/21/2015 about your service.We really want to help you on addressing the slow speeds. However, we need to have you call our office at ###-###-#### so you can confer with our Tech Support Team. Our Tech Support representative can work with you, engage with troubleshooting and if necessary schedule a site visit. This is really the only way for us to address your concerns.We apologize for any inconvenience.Kind Regards,[redacted] Escalations RepresentativeRise Broadband.

Hello [redacted] It appears that  there are some ongoing issues with the tower and the Network Field Infrastructure Manager is aware of them and is looking for a solution. I know this probably does not sound very encouraging but we are working on the issue. I do not have an estimate of when that work will be completed. The contract that you have with Rise is "Rent will be exchanged for $10 off your high speed internet package". I am unable to meet your request of paying half of your monthly bill. What I would encourage you to do is call us at [redacted] and have them do some speed tests on your system so that we can get a clearer picture of what speeds you are. We apologize for any inconvenience and frustration this situation has caused and we appreciate you being a Rise Broadband customer. Thank you, [redacted]. Escalation Representative

Complaint: [redacted]
I am rejecting this response because: I do not believe they made good on their efforts, I believe they provided poor customer service, I believe they misinformed me of my options, and I am terribly unsatisfied with the company as a whole.  I will consider this closed if they are unwilling to do the right thing, and ensure that I warn all consumers in my area about the issues I experienced.  I don't think there is much more to discuss.
Sincerely,
[redacted]

Dear [redacted] Thank you for contacting us again via the Better Business Bruere. We appreciate the opportunity to review the details of this account. Rise Broadband’s contracted prices are for our Internet only, unless otherwise stated, such as a promotional rate that would also include VoIP. This account is an HSD only contract. It was originally set up as a 10MB Residential account in October 2015, and that remains the same at this time. One of the reasons the account is showing an increase is because on March 13, 2017 a 3-month discount of $10 per month was placed on the account, and the three-month period ended in May. The late fee of $10 was applied on March 2, 2017 and was legitimate. A payment had been made but there was a remaining balance of $106.14. The late fee was removed as a matter of goodwill, but was in fact a valid charge. While this is not the legal department, we can share with you the following: Consistent with FCC rules and policies, many service providers have adopted Regulatory Cost Recovery fees (ours is called Carrier Recovery Fee) as legitimate means of recouping their regulatory expenses. The Carrier Recovery fee is something that is charged on every Rise Broadband account. The monies collected from this fee are used to maintain, upgrade and improve our networks and infrastructure in our ongoing efforts to provide outstanding internet service. This money is channeled back into the infrastructure and networks of Rise Broadband so that we are able to continue to provide the best possible internet experience for all of our valued customers. Per the terms of service, all services from Rise Broadband are subject to additional fees which are clearly set forth in our Additional Fees and Payment Terms Disclosures Statement which is available on our website. An excerpt from that reads as follows: Unless otherwise stated in a specific promotional offer detail, all Rise Broadband residential Internet service orders are subject to a standard installation fee of $149 and equipment rental fee of $10.00 per month. In addition to any applicable taxes, each order will be assessed a monthly recurring carrier cost recovery fee of $3.92 per month. We sincerely apologize for any confusion or frustration regarding this issue, however, this is a charge we are unable to remove from the account. If you have any further questions regarding our billing or charges on your account, please do not hesitate to contact us at [redacted] and one of our representatives will be happy to go over the details with you. Thank you. [redacted]

Dear Mr. [redacted],We at Rise Broadband appreciate your sharing your concern regarding service and requesting a cancellation fee refund.  We have done research regarding the concerns of delivering service. We have opened a number of service tickets to investigate the service issues reported. Each...

issue has been investigated and resolved as our delivery of service is performing as expected.  We offer up to speeds with our service plans. I have included a passage from our terms and conditions regarding 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.A number of credits have been provided to offset any experiences that have been encountered.  a. 9/26/2015 $44.95 b. 10/01/2015 $34.95 Unfortunately we are unable to refund the early termination fee that is being requested.  We would like thank you for your business and wish you well. Again we apologize for any experience.   Kind Regards,  [redacted], Escalations Specialist Rise Broadband.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11121237, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:No one came to pickup the equipment, or called to notify us they would not be coming.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/10/09) */
Date 10/9/2015
Dear [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. We show that a refund check in the amount of $42.26 was sent out to on 09/10/2015. We only have a record of you calling on 07/21/2015 concerning your 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.
Thank you,
[redacted]
Customer Care Supervisor
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 9, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No refund was ever sent to me. Please advise me of the check number that you claim to have sent
Final Consumer Response /* (3000, 15, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The router they brought was defective, and I had to go out and purchase my own in order to get the service to work. They took the defective router with them the day that they installed service. In addition too that they are reporting that I owe $155 to them on my credit report which is damaging my credit. There is no balance due to them or they would not have continued my service.
Final Business Response /* (4000, 23, 2015/12/02) */
Hello [redacted],
The amount of $42.26 was sent out on 11/06/2015. If you have not received your check please call XXX-XXX-RISE.
Thank you