Rise Broadband Reviews (1115)
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Rise Broadband Rating
Address: 619 14th St SW, Loveland, Colorado, United States, 80537-6329
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Dear [redacted] Thank you for contacting us through the Revdex.com, we appreciate the opportunity to explain the charges on your bill. Below captures the service charges at the time of Sale/current billing: Services from 1/26 - 2/25 Res 25MB-2yr Contract $59.95 w/$30...
Discount - $29.95 Res-PC Care Support $0.00 – Free Month trial period Res Installation $150 w/100% Discount - $0.00 Taxes/Fees $15.55 Total: $45.50 Payment processed via the Billing Portal $45.50 (Thank You) Service from 2/26 – 3/25 Res 25MB-2yr Contract $59.95 w/$30 Discount - $29.95 Res-PC Care Support $9.99 Taxes/Fees $15.55 Total: $55.49 If you feel there has been a mistake with your current services, I would be happy to discuss this over a call to ensure you are on a plan that best meets your household needs. We sincerely hope this response provides clarification regarding your concerns. Thank you for being a valued Rise Broadband customer. Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com
Dear Mr. [redacted], We thank you for sharing your concerns regarding service to your home. We apologize for your experiences. We have investigated your concern. We would like to share our findings. We have reached out to the Field Supervisor to review options for improving your...
service. He has been to your home review and analyze the situation. He has proposed in securing and installing a 50' telescopic pole mast on your property. They are currently considering this option. They will be reaching out to you to discuss the option and setting up a follow up service call. We hope this option is acceptable to you and will meet with your satisfaction. We thank you for being a Rise Broadband customer. Kind Regards, [redacted], Escalations SpecialistRise Broadband
Dear...
[redacted], �...⇄ September 14, 2017 Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We appreciate the opportunity to address your inquiry. We have had the opportunity to review your account and would like to share the following: We sincerely apologize for any inconvenience that you may have encountered when attempting to contact our Email Support Department. While we understand the difficulty in phoning in to conduct diagnostic troubleshooting, it is our process to refer customers to the Technical Support Department to ensure that the issue is handled by our specialized agents and that the appropriate troubleshooting measures are therefore followed accordingly. In terms of your inquiry regarding the pin number, please be advised that Rise Broadband does not provide a pin number associated with a phone number port. [redacted] would simply need to initiate a port request at which time our VOIP Department would be alerted and our vendors would move forward to reallocate the number to the new provider. Any additional questions regarding the number port would therefore best be directed to the new provider. We sincerely apologize for any miscommunication or misunderstanding regarding this matter. With regard to the correspondence with our Chat Team, we do see that some necessary setting changes were performed remotely in an effort to help alleviate the issues. We have also noted an area network ticket, [redacted], that we have confirmed has now been effectively resolved. In light of the previous issues, we have applied a credit for two months of service credit, for both lines, for a total credit of $63.80. We hope that this information has helped to provide further clarification in regard to your concerns. Thank you for being a valued Rise Broadband customer. Thank you, [redacted]
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Dear...
[redacted], �...⇄ June 30, 2017 Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We appreciate being afforded the opportunity to address these matters. We have researched the account and would like to share the following: In conferring with our Area Network Supervisor, we have confirmed a known network issue associated with the tower the signal is currently aligned with. We would like to dispatch a technician to your location to reload the signal to an upgraded neighboring tower. We are confident this will help to alleviate the connection issues referenced within the concern. Please contact our Technical Support Department at [redacted] or email us at [redacted] to schedule a time for us to dispatch a technician out to the residence. We sincerely apologize for any inconvenience the service issues have resulted in. In light of the concerns, we have applied a service credit of $37.34, the equivalent of one month of internet service, to the account. Thank you once again for bringing these concerns to our attention. We hope that this information has helped to provide further clarification. Thank you for being a Rise Broadband customer. Thank you, [redacted]
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Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address this matter. We received a letter from you dated May 19, 2016. In the letter you state that you had cancelled your account and wanted the Early...
Termination Fee waived. We promptly responded to this letter, and at that time we let you know we would not be waiving the Early Termination Fee. After a secondary review we have again decided that the Early Termination Fee is valid and will remain on your account. Your 2-year contracted agreement is confirmed in several forms. Along with the initial verbal agreement that was made with our Call Center Representative, the field technician was required to capture a signature of approval after the successful installation. The service(s) you are paying for is also indicated on your billing statement each month. You may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.com. These terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completed. We are including in this response, the email that we sent to the email we have on file for your account, [redacted] This email was sent in advance of our technician coming out and getting you signed up for service. This document provides the details about the service you were signing up for, including the two year agreement. Thank you for allowing us to provide further details on why we have determined that the ETF is a valid charge and will remain on the account. At this time the account has a balance of $238.65. One of our billing specialists would be happy to work with you in arranging payment, and you may reach them by calling [redacted]. Again, thank you for having been a Rise Broadband customer. [redacted], Rise Broadband Escalations Specialist
[redacted]Thank you for bringing your concerns to our attention and we apologize for the confusion. Paper billing has been added to the account and you should start receiving those this next billing cycle. To ensure this does not happen again we will monitor this account and make sure the paper...
bills are being sent out. The notices you were receiving were in regards to a past due balance that has already been paid. We send out those noticed to inform our customers of the state of the account. We are not threatening or harassing, just seeking to keep you informed. Again thank you for your feedback and patience in this matter. [redacted], Escalations Representative.
I'm not even getting 1.0mbps and all you are willing to credit me is $10.00 a month for a speed of 0.6mbps download/0.1mbps upload. You are charging me for 5mbps minus $10.00 that would make me paying for have 4 mbps download per the flyer left at my door. You can surely credit me more than $10.00 for my time lost from work as I work from home sporadically. I have not called this in because I continue to get the same response after an hour and sometimes 2 hours to no avail.
Final Consumer Response /* (2000, 8, 2015/09/24) */
I did NOT place a complaint against Rise Broadband company on September 22, 2015. I DID make a complaint several months ago, and although Rise (Skybeam at the time) never responded, their service has since improved to an acceptable...
level.
Please contact Rise Broadband to clarify that no new complaint has been made.
Dear [redacted] Thank you for contacting us via the Revdex.com regarding this issue. We are sincerely sorry to lose you as a customer and will be happy to refund your money. However, it is noted that credits have previously applied to the account for the following dates and amounts. 9/25 $10.00 9/13-9/26 $18.64 8/17-9/13 $36.08 Based on the amount of credit that has already been applied in connection with this request, the credit amount at this time is $13.32. This has been credited to the account today October 2, 2017. Thank you very much for having been a Rise Broadband customer. Rise Broadband Executive Services [redacted]
Dear [redacted] Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We have had the opportunity to review the account and would like to share with you the following information: The account had previously been on what was...
called a “Wireless Internet Gold” plan (this was essentially a 10MB speed plan). We underwent some changes, and converted the names of our plans to more closely represent the speeds each plan provides, for example, 5MB Residential, 10MB Residential, etc. This was a name change only. In December 2015 we had a rate increase, which we advised our customers of through both postal mail and email. This information was also on the monthly billing statements. We sincerely apologize that our representative committed to returning a phone call and failed to do so. We appreciate hearing feedback from our customers in regard to our customer service. We sincerely apologize if any of your experiences recently with Rise Broadband have been lacking. We strive for outstanding customer service and do our best to provide efficient resolution on every case. Again, please accept our apologies for any poor customer service or unprofessional behavior you may have encountered. We would be more than happy to lower your plan to a 5MB speed plan if that is what you wish to do. However, please be aware that in doing so, the unlimited data which is currently on the account will no longer be available. The data cap on a 5MB plan is 150GB. Any changes made to any account relinquishes the unlimited data. As is very common in this industry, Rise Broadband is moving towards data caps on all our residential accounts. It is entirely at your discretion if you would like to lower the account to a 5MB plan, but we want you to be fully aware that we would be unable to provide unlimited data moving forward, if you chose that route. If you would like to make that change, please call us at [redacted] and our representatives will be happy to assist. Rise Broadband does not recognize that there have been any over charges on this account. None of the services have changed, other than the name. The rate is higher, due to the rate increase. Therefore, there are no overcharges to be refunded. We genuinely appreciate you being a long time, valued Rise Broadband customer, and again, thank you for contacting us regarding this matter. Thank You [redacted] Rise Broadband, Executive Services
Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns and hope to provide clarification. Our records indicate that on 9/6/2016, the account was moved from a month-to-month plan to a two-year contract in order...
to take advantage of our $39.95 service promotion, which included VoIP phone service and a free router through us. While this was agreed to via a verbal contract, this two-year contract is also clearly communicated on all customer statements. We have provided an excerpt from your previous statement below as an example. We apologize if there was any miscommunication in regards to the terms of the agreement. Per our Terms and Conditions, any contractual agreements cancelled before the end of the agreed upon period, which is 9/6/2018 in this case, will be subject to an early termination fee of $250 or the remaining price of the contract, whichever is less. At this time, in the event of cancellation of the aforementioned contract, this fee would be considered valid and would not be waived. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband
Dear [redacted], �...⇄ June 30, 2016 Thank you for submitting your concern to Rise Broadband through the Revdex.com. We appreciate the opportunity to respond to your additional concerns. We are sincerely sorry to see that you have decided to cancel our service. Upon reviewing your account, we have noted that there is a credit balance in the amount of $56.28 resulting from the previous credit that was provided for poor service. A check is being issued out to you for the credit balance. While we genuinely apologize for any issues you experienced with Rise Broadband, please be assured we are continuously working to improve our network and the services we provide. We are working to upgrade our overall network and we do not always have the specific dates at hand in which these changes will take place. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. Thank you, [redacted] Escalations Specialist Tell us why here...
Complaint: [redacted]
I am rejecting this response because: We have been customers of Wispertel/Skybeam/Rise for 16 years. I have paid my invoices on time and I do expect to receive speeds better than 20% of what I’m paying for during peak hours. I won’t go into a lot of details because Rise has terminated our service in 60 days. I could go item by item from their response and add missing information but it's not worth my time given the situation. They responded saying they can’t find the issue and have exhausted all the reasons that it may be. There was also mention that they were spending a lot of time on this and because I filed with the Revdex.com it would be best for me to find a new provider. I can’t help but determine they are miffed I filed. At the time I filed, I kept going though the same items with the level 1, was unable to connect with a level 2 and had no communication about what was done to remedy my situation. I have continued to pay despite the slow speeds and received 2 months of credit for the 10 months of sub-par speed. I asked several times if we could bump up the speed and test it. My husband found out this weekend that there is a plan close to what we are paying that would yield 50 mbps. I’m not sure why this wasn’t ever presented as an option or why any of the folks I talked to wouldn’t allow me to change to this plan when I asked if we could bump up the speed to see how it would work. During this process, I let Rise know I needed them to exhaust their options before I would hire a vender to come out to start troubleshooting. I didn't wan to pay for troubleshooting and find out it was Rise's issue so I needed them to complete diagnostics of all their equipment! I listened to Rise’s suggestions and took action to check for viruses, malware and replacing the router. We also spent time testing on our own. I think we have spent 30-40x more time on this with the hold times and diagnosing the same things over and over again. Since this issue is only during peak hours I can’t imagine it would be anything other than Rise’s issue but I will willing to throw money at it once Rise had did their part. All 4 of our computers would have to have the same issues at the same time. One of them was purchased in August and was completely clean. It will be interesting to see how things work with a new vender. I just wanted the service I was paying for. Not 20% of it and I wanted to be able to have it fixed quickly and not have to re-diagnosis with each call. I don’t think that’s unreasonable.Sincerely,
[redacted]
Dear Deb [redacted], We would like to thank you for allowing us the opportunity to further 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 the level of service that has been experienced throughout the time the tower has experienced less than optimal speeds. We certainly understand that after an extended period of time with continued speed issues at the tower it may seem like Rise Broadband has no intentions to rectify the issue, but that certainly is not the case. Rise Broadband has explored many different options in an attempt to better the service at this residence. Rise has sent a technician to fully replace and reposition the radio signal, in hopes of bettering the service any way that we were able to. However, issues specific to this can be extensive and our Network Engineers are still unable to provide an estimated completion time for the ticket that is escalated to our Networks team ([redacted]). We understand the frustration regarding the slow speeds being experienced in the meantime, and that the issues have been ongoing for as long as they have. Unfortunately, our Network Engineers are still unable to provide an estimated completion time for this specific tower. As previously stated while we are currently unable to provide an estimated completion time we are at least able to compensate the account for the issues, as well as any downtime associated, which Rise Broadband has done each time as was necessary. We sincerely hope that this provides further clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, [redacted]. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com
Dear...
[redacted], �...⇄ September 7, 2016 Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We have had the opportunity to review your account, and we have determined the following. While we did note several calls in regard to periodic service issues, we also noted that credit was in fact provided in the amount of $16.66 due to service issues in the months of July and August. We would encourage you to call in with any future concerns, so that we can evaluate for further credit on the account as needed. I hope this information helps to clarify your concerns. We sincerely apologize for any inconvenience you have experienced. We greatly appreciate your feedback and your business. We here at Rise Broadband hope to have the opportunity to continue to serve you for many years to come. Thank you, [redacted] Escalations Specialist
Initial Business Response /* (1000, 6, 2015/11/04) */
Date 11/4/15
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.
I have review the flyer that the sales agent had given you when you signed up for service. The flyer does say a 30-day money back guarantee. Also to get the free install this does require a 2 year contract. You can go to risebroadband.com and go to legal and look at the terms and conditions of the contract.
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, 8, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed for a two year contract with rise broadband, why would I sign for something I was just trying out to see if I liked it or not. Good you say you have the flyer the sales agent gave me with my signature where I signed a contract for a two year contract. if you can send me a copy of it with my signature where I signed up for a two year contract with Rise broadband, or send a copy to Revdex.com, I'll gladly work away and just regard it as a misunderstanding between I and the sales agent.
Final Business Response /* (4000, 10, 2015/11/09) */
11/9/15
[redacted],
In order to get the free install, you had to agree to the two year contract. You can go to our terms and conditions on risebroadband.com under legal and read the teams and conditions.
[redacted]
Customer Care Supervisor
XXX-XXX-XXXX
Final Consumer Response /* (4200, 12, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In your last response you claimed you have a flyer with my signature where I signed for a 2 year contract, now you claim for me to get a free install I have to agree to a two year contract. SERIOULEY!!!.All I'm telling you is that one of your agents showed up on my door on a Saturday morning, he claimed you are running a promotion for people in my area, for free two months of rise broadband. And if I don't like it I can cancel before the two months was up with no strings or contract, I even talked to my next door neighbors and they can testify to that too. My two months is not even up and you want to charge me $250 cancelation fee. it's either you trying to run a fast one on me or your agent tricks people to sigh up with false advertising.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11101386, and find that this resolution is satisfactory to me however I expect that my service be consistent with no down time from now on.
Sincerely,
[redacted]
[redacted], Thank you for taking the time to submit your concerns to the Revdex.com so we may address them further. I sincerely hope to be able to clarify and provide assistance to your satisfaction. Rise Broadband is an ‘up-to’ speed provider and this is clearly noted by our agents as well as on our...
website. You may view our full Terms and Conditions online at www.risebroadband.com, however, I have provided an excerpt of these below for your convenience. · 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. I apologize for the stress of the hold times for our technical team, however, troubleshooting is a vital part of the process in determining the nature of each customer’s issue so that we may rectify it in our best efforts and as promptly as the schedule allows. Unfortunately, some issues are more difficult to pinpoint than others and may require multiple efforts. I have reviewed the history in your account and have applied a credit in the amount of $38.30 due to the poor customer service you have experienced and the instances of idle connections under our qualification process. Again, thank you for bringing this matter to our attention and allowing me to assist. We greatly value you as a customer as well as your time and continued service with Rise Broadband for your internet needs. [redacted], Escalations Representative.
Dear [redacted], Thank you for sharing your concerns regarding your service speeds and credits. We apologize for your experience. I had the opportunity to investigate your concerns and have the following to share. Although Rise Broadband is an up to speed provider, we strive to...
provide the best consistent speeds. We have responded with service calls at no cost to trouble shoot, analyze and adjust equipment to ensure the best service. We have a follow up service call on 7/16/2016 12:30 to 4:30 to address the concerns. We had provided credits due to service issues. Specifically on 4/11/2016 a credit of $47.54 and on June 16 a credit of 59.95 was provided. We feel that we have more than compensated for the documented related issues. We thank you for being a Rise Broadband customer. Kind Regards, [redacted], Escalations Specialist Rise Broadband
Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We’re sorry to hear that you’ve cancelled your Rise Broadband services. We would like to clarify that our data caps are measured in gigabytes, not...
megabytes. 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. As the growth of internet usage continues to increase rapidly, we must keep up with the demand and attest that we are putting forth our best efforts to maintain the network to provide the best customer service experience possible. Regarding the phone adapter, we do not have any record of it being returned at installation or otherwise. In the event of it being returned, it would be scanned into our system and removed from your account. Due to the promotion applied to the account, with the adapter being included, it is common practice to leave it at the location, in the box, if it is not being utilized. At this time, with the information presented, we will be unable to waive the $70 unreturned equipment fee. We apologize for the inconvenience. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband