Rise Broadband
1.9
4.1
Overall Score
G. W. Hudson, CO
Over the last 2 years our service with Rise Broadband has continually gotten worse. We paid for a 20mb service and the best they were able to provide was about 9mb.
And that was very intermittent. When you call to cancel they charge you for an extra 30 days because they require a 30 day notice. Glad not all business charge for service they are not able to provide. The standard answer when you call customer service has been that it is a router problem. At first it was with there router. Since they could not get to us in a timely manner we purchased our own. Still the same problem. At last we got tired of the constant apologies and endless waits on hold. We found a new provider. When we called to disconnect the service we were told they wanted to look into our problem. Our service continually dropped. They told us during this call that they could see 40 some drops in our service in the recent past and offered us a discount on our bill. We have a neighbor that has the same problem as well. But we are still told it must be our equipment (router, cable, etc). I am so glad to be done with Rise Broadband. The apology with every call does nothing to fix the service and they don't listen very well to what you have to say. Definitely stay away. Service is terrible!
5 years ago
Reply from Rise Broadband
We are terribly sorry you had an unsatisfactory experience with us. Thank you for letting us know how we can do better in the future.
Thank you,
Rise Broadband
Thank you,
Rise Broadband
Apr. 12th, 2021
Deidre Durrschmidt Arlington, TX
If I could leave no stars, I would. They have been absolute crap since we signed up less than a year ago. We had problems a month or so after signing up with slowness, so they switched us to a new tower. This made the whole thing even worse. We have called NUMEROUS times to try to find a solution with no luck at all. Their only solution has been to unplug the router for a few minutes, then plug it back in. This solves the problem for, at max, an hour. We can't download and watch a movie without it stopping 10+ times. We can’t play video games without it freezing multiple times. We can't complete work on our laptops because of how much it cuts in and out. Just absolute trash. We really were hoping they would be good or provide a solution, since our house can only receive satellite internet at the moment, but no such luck. DON'T WASTE YOUR MONEY, TIME, OR ENERGY.
5 years ago
Reply from Rise Broadband
Deidre , Thank you for providing your feedback and letting us know about this issue. Sounds like we may have dropped the ball, but it's in our court now and we'll make sure we get this resolved for you. Please forward this email along with your account information to us at feedback@risebroadband.com and give us the chance to make things right.
You've been through enough already! Let's get to some solutions!
Kind Regards,
Rise Broadband
You've been through enough already! Let's get to some solutions!
Kind Regards,
Rise Broadband
Feb. 1st, 2021
Moses Omaha, TX
I was with the company that eventually became Rise for many years, and generally had no problems (at least before it was Rise). The company I started with got bought and that was bought and then JAB changed to Rise, and my basic service generally worked. However, the last time I did need service it took them almost 2 weeks to get someone out to replace a bad radio, and of course there was no discount for those lost weeks of service.
They also started raising the amount of each bill with no explanation. I finally called, and they signed me up for a 2 year contract at a somewhat better rate, but I had to pay an extra fee to get that. Then after the 2 years were up they started raising the rates again with no explanation.
The final problem I had was when I moved recently and I called to cancel my service. The person I talked to was friendly and all and told me I had a balance of $0.0, and since my equipment was older they did not want to get it back, and that they would disconnect service that day. As they said, service was disconnected that day and the internet stopped working and I unplugged the radio.
Next thing I know I got another bill from them for the next month of service. So I called them to see what was up, and they said that since I cancelled a few days after the next billing session had started (which I did not know - I called by the due date of the bill), I owed for the next month because they don't pro-rate bills.
So I told them what I had been told when I cancelled, and they said it didn't matter and I owed the full amount. So I asked to speak to a supervisor and was told they were all busy, but they asked if I wanted a supervisor to call me back. I said YES, but never received a call back. Instead a couple weeks later I get a notice from a collections company!
Now all this would not have been so bad if the person had told me when I called to cancel service that they don't pro-rate bills, that the new billing cycle had already started, and asked me if I wanted to have the service cancelled at the end of the billing cycle since I had to pay for it anyway!!! Yet instead, they told me everything was clear, shut the service off, and then billed me for service not received and refused to change anything.
Now if it was only me that had ever had this problem that would be one thing, but the little company I work for used them in the past and had the exact same kind of problems when they cancelled - except their service was worse overall.
Avoid Rise Broadband if you have any other options, and watch your bill like a hawk if you must use Rise, because it seems any more that their main interest is getting as much of your money as possible while rendering as little service as possible.
5 years ago
Reply from Rise Broadband
Thank you very much for providing your feedback and letting us know about this issue. We are sending you a private message to gather your account information.
Thank you,
Rise Broadband
Thank you,
Rise Broadband
Jan. 11th, 2021
Lisa Bloyer Rockford, IL
For the last 2 months rise has said bills have not been paid. Sent proof of payment, internet has been shut off, stating same bills were not paid. plus they wanted to charge late fees three different times. THE WORST CUSTOMER SEREVICE EVER!!!! I have been hung up on six different times. Told I was going to be called back which had NEVER happened. I have asked to speak to Manager on several occasions, and have never been connected to a manager. This company is a scam, or they have no idea what they are doing. We will be finding a new provider... RUN FROM THIS COMPANY AS FAST AS YOU CAN!!!!
5 years ago
Reply from Rise Broadband
DearLisa Bloyer ,
Thank you for your feedback. We are sorry to learn you are unhappy with your service. We hope you will give us an opportunity to address your concerns. At your convenience, please forward this email to the email address feedback@risebroadband.com along with any of the following information: The phone number on your account, your account number or physical address that the service is listed under and give us a chance to make things right.
Thank you,
Rise Broadband
Thank you for your feedback. We are sorry to learn you are unhappy with your service. We hope you will give us an opportunity to address your concerns. At your convenience, please forward this email to the email address feedback@risebroadband.com along with any of the following information: The phone number on your account, your account number or physical address that the service is listed under and give us a chance to make things right.
Thank you,
Rise Broadband
Nov. 23rd, 2020
John Martini Mead, CO
This is my second review on this site. If you read earlier you will see the abysmal service we have received. .
I did receive contact from Morgan with Rise VIP customer support after that first review. A phone message and email stating she had seen we were now all better with a service call to our residence, getting close to a dozen now in the last few months. (requires being home for their 4 hour window). No other attempt at contacting me.
I replied to the Rise email, (phone message was not returnable), stating that the service was going to briefly be acceptable but I was certain it would degrade per usual after a service call, and that I requested she contact me again in a week....of course they did not.
Our service is now horrendous again. 30 seconds of connection in a 5 minute period, perhaps. I am so disappointed with the Rise "VIP customer service" response...or lack there of. I have spent so many hours on the phone talking to tech support, waiting for field service, etc. The VIP pseudo response is insulting. I only wish we had other options in our rural setting.
We had excellent service for years before SKYBEAM became Rise, so I know it is possible to have good service at our location.
Waiting for a brief window of connectivity to submit this review!!!!
6 years ago Edited September 14, 2021
Reply from Rise Broadband
Thank you very much for providing your feedback and letting us know about this issue, John . We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us regarding your concerns. I will send you a private message to gather more information.
Thank you,
Rise Broadband
Thank you,
Rise Broadband
Aug. 21st, 2020
Stacy McElfresh Tuscola, TX
This is absolutely the WORST service I’ve ever had! We’ve been held hostage by rise broadband bc it’s the only service in our area for the past 3 years. We have almost had to call customer service on a monthly bases to have our bill explained. If they offer you a 39.99 deal, just beware you’ll go over! Our bill has never been under 100.00 and we’ve amped up to the highest service we can get. We have even had no service for a week long span, twice! I’ve called and they said, we will call you back when it gets fixed and we will adjust your bill. No call! Glad I didn’t hold my breath!
The customer service department is a total joke. It’s obvious that they read a script just to get you to shut up. I’m Sorry! They must say that a lot reading all the reviews. Look up BBB! If you have any other options, I would think twice about going with this company.
6 years ago
Retired MAC Eagle Mountain, UT
I started when this company’s name was Digis, a local company with great speeds, great connectivity and great customer service...then came Rise Broadband. The first thing I noticed is my monthly bill went up. The speed and connectivity remained good...until about two years ago when we started losing connection randomly throughout the week. I would call and after an extensive wait on the phone, we’d do the “reset the router” dance. That would fix it for a while then we’d be back to the same old thing again. Well the coronavirus just made a difficult relationship unbearable. Constantly losing connection in meetings, or with a secure document up via VPN and can’t save it. When I call now I get the same old “ there’s a connectivity problem in your area” and my reply “ Yeah I know you’ve told me that for the last six months!” Finally, today, I’ve had enough. The tech walks me through the dance with the router again, he says the router may be bad. I tell him you just sent me this router a few months ago That’s when he says “ Well routers don’t last forever”. Really? Seriously? Three months in their garbage router when in fact it’s their worthless network that has not been upgraded at all. My advice...stay far away from Rise Broadband!!!
6 years ago
Reply from Rise Broadband
Thank you very much for providing your feedback and letting us know about this issue, Retired . We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us regarding your concerns. Please feel free to provide your account information to us at the email address feedback@risebroadband.com and we will be more than happy to assist you.
Thank you,
Rise Broadband
Thank you,
Rise Broadband
May. 21st, 2020
Kelly Taylor Marlow, OK
This ISP sells bandwidth that they don't actually have to sell. I highly recommend not giving this company any money. This service is not good enough to watch Netflix. This service is not good enough to play online games. This service is only good for slowly browsing the web and checking email. Today my speedtest results were 200+ms, .1 mb/s down and .2 mb/s up. The website says that they offer up to 20mb/s downloads. But over the phone and chat they say they only offer up to 5mb/s in my area. I wish mine got up to 5 instead of .1. When I complain about it the only thing they do is tell me to unplug my antenna and router for 1 minute and plug it back in. Obviously this doesn't work because the problem is them selling something they don't even have to sell.
6 years ago Edited September 14, 2021
Reply from Rise Broadband
Thank you for providing your feedback and letting us know about this issue, Kelly. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with us. Please get in touch with us on (844) 411-7473 and we'd be happy to help you out.
Regards,
Rise Broadband
Regards,
Rise Broadband
May. 7th, 2020
LindaB Salt Lake City, UT
After more than a week of heated phone calls with customer service, the final result was that I cancelled my service with Rise Broadband after more than 16 years! After more than 16 years, Rise wanted to start charging me for equipment that I purchased over 16 years ago when I originally set up the internet service at my home. Rise literally attempted to charge me for equipment they claim was installed 4 years ago. Yet, they could not provide proof/documentation of this installation. They could not provide any documentation with my signature indicating any equipment was changed or approved over 4 years back. The first contact I made was in response to a rather disturbing email from Rise indicating I had gone over my data limit. After 16 years, I have never received such an email. The customer service rep that I spoke with during my first encounter indicated she could change my plan to an unlimited/2000GB plan for $3 more per month. That seemed acceptable. But, when she attempted to update my account she came back with an additional $10.99 per month for an equipment rental fee. Yet, there was going to be no change in any equipment, no upgrades, absolutely no change, absolutely no tech was going to come out to my residence and install anything different than what I currently had working. After several minutes explaining that I would not pay a monthly equipment fee for something I was not getting, I requested to speak with a supervisor. Per their standard operating procedure, I was set up for a callback from the supervisor. Amazingly, a supervisor, Amy, did call back a couple of hours later. Again, she repeated the standard response that they HAD to charge this monthly $10.99 equipment fee to everyone. I reminded her that there was no change in my equipment. I would not pay for something that they were not providing. She finally decided that she needed to escalate the issue and thereby create a ticket. Two days later, I called, as I had not heard anything back. The customer rep, Brenda, indicated they were still working on the case. They were waiting for a response from corporate. Another two days with no call back. I called to request an update and resolution. Now, they are asking me for documentation that I paid for my hardware. Per their request, I sent them the original contract from 16 years ago whereby I did pay for all of the hardware installed at my home. The next day, I called, again. After an hour of discussion and being put on hold numerous times throughout the call, they are now coming up with the excuse that they replaced the SM in 2016 and this what they are now claiming as a justification for adding the $10.99 per month equipment fee. I requested that they send me documentation of this equipment being changed at my home with my signature as proof on this document. After three days of waiting for Rise to provide the requested documentation and another heated conversation, I cancelled the service.
6 years ago
Dennis London Pahrump, NV
If I could give Rise Broadband minus 5 stars, I would. Been with them going on 3 years. First 1-1/2 years were decent. Since then, crap. I am paying for a 20-down, 4-up plan, the best available in my area. Speeds are OK early morning. After then, terrible. At best 6 or 7-down and 3-up. I call and open problem ticket after ticket after ticket. The response is always the same. "We are having network issues in your area. We are working hard to resolve the issues as soon as possible." Or, "upgrades and new equipment are coming to your tower soon." This nonsense has been going on for months.
My rating: minus 5 stars. As soon as an alternative ISP is available in my area -- and I hear that one is coming very soon -- I am ditching Rise Broadband in a New York second!
6 years ago
Jamie Sanchez Seminole, TX
Very courteous excellent service quick and easy installations I give this 5 stars including the technician was on top of point very respectful professional and courteous
6 years ago
Reply from Rise Broadband
Jamie, Thank you for the awesome review of Rise Broadband! We are so pleased that you are happy with your service. Thank you for being a valued Rise Broadband customer. Have a great day!
Apr. 7th, 2020
Jason Cooper Crawford, TX
Constant underwhelming service and customer service. No way to accurately track your data usage besides the "total used" that is constantly several days behind. According to t2 Tech.
No way to convince the company the are wrong. If they see 60g used in a week, out of 250. Nothing to do to convince them that your own side shows under 10g used in the same time frame.
Get told by one call center guy that the company themselves have no way of tracking day to day, hour to hour usage. Couple days later, different guy says t2 tech CAN actually do it but wont expound more.
Constant incompetence, lies, unwillingness to do anything to help their customers. No reliable way to track your own data useage.
DO NOT USE THIS DIRTBAG COMPANY!
6 years ago
Stacey Orfordville, WI
I have been a Rise customer for about 6 months. I do not like it at all. Daily we have multiple interruptions with the internet going out. The only advise is to unplug to restart. I pay to much for daily issues. I would not recommend Rise. If you dont mind the repeated loss of connection then they are great! We will be looking for another provider.
6 years ago
Lauren Ralls, TX
AWFUL. I'm tired of calling and reporting "intermittent" issues only to be told "oh well there's a known issue with your tower in town...just keep track of the outages and call back for a bill credit". That doesn't fix my problem. Fix the freaking equipment. Like. I DO NOT care if there are only 3 of us in town that use this service, it is YOUR job as a provider to fix your systems. We left another awful company for Rise and for a while it was better but for MONTHS now we've had these reported "intermittent" issues. My home security system doesn't work if my internet is down, I work from home which means I can't get work done if my internet is down. It's infuriating. We've been a customer for a few years now and I'm over it. The tech support guys try but it's useless if the problem is faulty tower service that they REFUSE to address. UGH.
6 years ago
Reply from Rise Broadband
Lauren , Thank you for providing your feedback and letting us know about this issue. We certainly dropped the ball, but it's in our court now and we'll make sure we get this resolved for you. Please email your account information to us at feedback@risebroadband. com and give us the chance to make things right.
You've been through enough already! Let's get to some solutions!
Regards,
Rise Broadband
You've been through enough already! Let's get to some solutions!
Regards,
Rise Broadband
Feb. 26th, 2020
TexasBel Waxahachie, TX
Title: Deceitful. I was originally on a plan where I was charged for overages (which no other company does by the way). When I cancelled my dish, I called Rise to check on our data would support the streaming and they said that it should be enough and they would send multiple emails when we got close to our limit before charging extra. 3 months later I see for those three months I was charged 2 and 3x our original bill (I started a new job, was distracted, and had auto billing!) I looked for the warning emails, found none and called to see if they had sent them. They said they did indeed, but when I asked for forwarded copies or printed ones with date stamps, they “didn’t have that capability” (a technology company, really?) So, since I was charged out the %## for service, I started watching and monitoring speed at all hours, since I knew our service had always been spotty. After logging speeds, we NEVER had 60-100% of our contracted 25 speed. It was typically 6-7 or below. I have called, and had their repair people here 5 times in 3 weeks. We have had everything replaced (model, radio, changed towers, etc) and they refuse to admit they have oversold the towers. We are done with this deceptive business. Never again.
6 years ago
Reply from Rise Broadband
Dear TexasBel, Thank you for your feedback. We are sorry to hear that this has been your experience with our service and would like an opportunity to address your concerns, and will be sending you a private message regarding this.
Jan. 6th, 2020
Mitchell Coupland, TX
Internet service works great, however I was disappointed in the punctuality of the installer. Installation was supposed to take place between 8am-noon but the installer arrived at noon which caused me to miss the entire day of work.
The company was unwilling to waive the installation fee and said that they were still within the time range even though he showed up at the very end of that window..
6 years ago
Reply from Rise Broadband
Dear Mitchell, Thank you for your feedback. We are sorry to hear that this has been your experience with our service and would like an opportunity to address your concerns, and will be sending you a private message regarding this.
Dec. 17th, 2019
Hans Chambers Morgan, UT
My experience with Rise Broadband is the same as the other people that have ridiculously bad internet speed and a bunch of heartburn when they try to get resolution.
Do not use this company. All the internet companies are bad but Rise seems to be hitting a new low.
I tested my internet yesterday and was at 0.16 mbps. Later it was so slow that the test would not run. Now if I go to Rise's site and use their speed test, it shows 30 mbps. That is a very close to fraud.
Do not use Rise Broadband. All the internet companies are bad but Rise is the worst.
I gave them 1 star because the site won't let me give them zero stars. They deserve zero.
6 years ago
Reply from Rise Broadband
Dear Hans, Thank you for your feedback. We are sorry to hear that this has been your experience with our service and would like an opportunity to address your concerns, and will be sending you a private message regarding this.
Dec. 16th, 2019
Forest Wills Point, TX
THIS IS A BORDERLINE SCAM. Ladies and gentlemen, I would like to introduce you to the most rage-inducing company I've ever had to deal with. Let me explain, do you love to experience awfully slow speeds that your internet is left completely unusable to the modern entertainments that today's generation love and enjoy? Because I sure don't! Well, what can you do about it? Unfortunately, for several years, I've continued to call their support nonstop. What do I get in return? An idiot on the other line insisting that its either my area being "Congested" or their tower in need of maintenance. "Well, that's not so bad, I can deal with it," I hear you say from behind my computer screen. Well, I would say the same thing too if it didn't happen every day of every week of every year. "Why would they do that," well I don't know either but in their Terms and Conditions they basically say they can do what they want! SPLENDID!
Let's also talk about the particular issue that made me write this review. Every night, around 6 pm to 9 am, the speed of my internet is AWFUl! I can only assume they purposely slow everyone down during this time. I knew I was right when I approached the support team about this. They told me that EVERY INTERNET PROVIDER DOES IT, SO WE CAN DO THE SAME! Are you kidding me?!!!??? I am NOT an idiot. I literally have a friend with me while I'm writing this review, saying his internet never does this. (Too far to get his provider.)
This company is awful. They have terrible services and terrible reviews. It must be hard though to come across such bad reviews because guess what? This company, at some point, attempted to make their "rounds" at ever site and requested the removal of public reviews. Pathetic.
Let's talk about congestion. This is constantly told to me over the phone that I'm literally ticked off. Congested from what? All the costumers you constantly make deals with because you care about money over experience? Stop and think for a moment, if adding more people can congest the area, then use the money you greedy Neanderthals and add SOME UPGRADES PEOPLE! INVEST IN BETTER SUPPORT! PLACE MORE TOWERS! GO BIG OR GO BROKE!
I'm writing this review because this company is literally the worst. Soon, my area is expecting optic fiber cords to be around the block. I might get my hands on some and thus, I'm thrilled about the possibility of that experience. Because then, this company in my area will go out of business and sink into the grounds of its own failure.
I'm paying 100+ or so for what I can assume is 25mbs. I receive 500kbs. For you nontech people. 500kps is half of a 1mb. That means I need 50 more 500kbs to reach my package. But hey, they don't care because they put in their Terms and Conditions that they only advertise "Up to" which means you're gonna like it or you're gonna screw off. There is nothing you can do about it.
This review is going to get deleted, if not then point the middle finger to this company and run with your wallets.
All they are is a bunch of boomers. I highly doubt they know what a "Vee-de-o Ga-em-" is. ..
Get dunked on.
6 years ago
Reply from Rise Broadband
Dear Landon, Thank you for your feedback. We are sorry to hear that this has been your experience with our service and would like an opportunity to address your concerns, and will be sending you a private message regarding this.
Dec. 4th, 2019
Good Samaritan Whitewright, TX
WORST INTERNET PROVIDER EVER!! I wish there was a zero star option for these guys. My internet stopped working a week ago and their customer service people keep telling me they can't get a technician out for another two weeks! That's almost an entire billing period with zero service, but I promise they'll expect me to pay the full bill. Every time I call their support team, I'm on hold for 45 minutes, then all the representatives can tell me is they'll submit a dispatch request and get back to me. When I threatened to change providers, they transferred me to their retention department where another representative said she would call me back, but she never did. What kind of retention department doesn't call you back??? If/when they ever show up, I'm having them remove their equipment to make room for another provider!
6 years ago
Reply from Rise Broadband
Dear Good Samaritan, Thank you for your feedback. We are sorry to hear that this has been your experience with our service and would like an opportunity to address your concerns, and will be sending you a private message regarding this.
Dec. 4th, 2019
FED UP! Krum, TX
I never had any issues with Rise prior to July 2019, other than a few outages after storms. But my router went out in July (after a storm), and they sent me one of theirs. I have had nothing but trouble since then. In the last 3 weeks, I’ve probably made over 10 calls to customer service due to extremely slow service, or no service at all. Most of those calls took 1+ hours of my time. Tonight, no internet again. After an hour on the phone, the service rep thinks it’s my router, but they won’t send me a new router because I have no way to hard wire it and check (MacBooks only at my house). I really don’t want to stay at work every night until 9 or 10pm just so I can use the internet & get work done. And after talking to someone in billing, they’re only willing to credit me $25! Therefore, I’m going to go buy my own router tomorrow, and then I’m going to find a new internet provider. Rise CAN SHOVE THEIR SERVICE! I’m done wasting my time with this company!
7 years ago
Reply from Rise Broadband
Dear Valued Customer,
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
Oct. 28th, 2019
Kelly arnell Montpelier, ID
Enjoying it for now the speed is awesome compared to direct communications no in and out in the picture on the TVs no waiting for internet to connect our phones
7 years ago
Reply from Rise Broadband
Kelly, Thank you so much for your 5 star rating! We are so pleased that you are happy with your service. Do you know about our referral program? Refer a friend or neighbor and get $50 for every referral. Here's more information: Thank you for being a loyal Rise Broadband customer. Have a great day!
Oct. 21st, 2019
Levi Carthage, MO
If i pay for a service "50 down - 5up" and only come close to hitting that mark 2 times in 3 months, we have a problem. The absolute best speedtest result was at 6:38AM and was 31 down. I have recorded my speeds for 3 months and average 6.5397 download and 2.02047 upload. These speeds are actually 13% of my upgraded 50 plan on the download and 40% of my upload speeds. I have called many times and always get the same thing, "We made a mistake with your settings on your wireless receiver on your residence, or your tower is heavily congested at the moment". I don't want to be a synical person, but it seems your networking engineers are working with a single 100MB line or forgot to show up for class. If I pay for a service over the standard tier 1 (25MB), I should at least average the previous tier speeds even with congestion on the system.
I never once have hit my "up to speeds" for my tier. I have only hit the speeds for tier 1 twice in 3 months.
As an educated consumer, stay away.
7 years ago
Reply from Rise Broadband
Dear Levi,
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
Oct. 21st, 2019
NK Nevada, TX
If I could give them zero stars that would be the best option.
This was the only company that was available when we bought our house. Speeds were terrible and never lived up to even 1/4 of the promised speeds towers were always out or upgrading, the customer service team is a total joke.
We got the option to sign up for fiber and cancelled them as soon as possible. However even that wasn’t an easy task they argue and try every way to keep you as a customer besides fur filling their end of the contract. I am not struggling with them getting their equipment off my roof and refunding my payment when I canceled 10 days into a billing cycle. I was told refunds couldn’t be sent until they received the router back... that is all complete the new story is that yes I was told that refunds can’t be sent with outstanding equipment but I was never told that I would receive a refund when it was returned. I’m “expecting” a call from them in the next 24/48 but I highly doubt anyone will call they never do!!
Stay away! Just use a hotspot or something I’m sure it will be more reliable and less of a headache
7 years ago
Reply from Rise Broadband
Dear NK,
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
Oct. 8th, 2019
Brock Snow Inkom, ID
Terrible, Terrible, Terrible company never use them I have them cause its my only option out where I live if I could switch I would immediately. Bills are high but I can live with that. the speeds you are paying for are no where near the speeds you get, I've been having problems the last 3 months I can hardly use my internet the only time I can is at 2 in the morning for some reason. I've called numerous tech supports they say its the tower and that they are resolving it but that's clearly not gonna happen. I tried to have them send someone out to my house to fix it but its been two weeks and every time I call they say there aren't any available. Do not use this company if you have any other options and I mean anything.
7 years ago
Reply from Rise Broadband
Dear Brock,
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
Oct. 1st, 2019
Duane Morgan, UT
Rise Broadband customer service is poor and the speeds paid for are never realized. At least before Rise bought out Digis, one could get a credit for service outages and poor service. Called Rise customer service last week to complain about a plan upgrade that was supposed to have no effect on our bill - would not go up. Went up 15 dollars. After multiple attempts to get an English-speaking customer service tech, was finally able to get the plan put back to what we had before. After multiple attempts to provide me with a detail cost break down, he finally made the change and gave me yet another price for the new/old service. I asked for a credit for the month we had been overcharged for. He said he could not do that. I asked to talk to management multiple times - he indicated that he could not do that but would send them an email telling them I wanted to talk with them. I did not get a call back, in fact I never get a call back when this commitment is made.
This is a poorly run company with misleading practices and service that never meets what is promised.
7 years ago
Reply from Rise Broadband
Dear Duane,
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
We are sorry to hear that this has been your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message.
Oct. 1st, 2019
Warren Chickasha, OK
Absolutely terrible. I have been a long time customer, but only because they are the only option where I live. The speeds never live up to what I pay for. Even worse, the signal drops out all the time. I can't think of a single day where I didn't have an outage for at least part of the day. Their customer service is also terrible. Every time I call, they always blame the tower. If that's really the issue, FIX THE TOWER!!! I feel like they're just making excuses and don't care to fix the issue because I live in a rural area, and theres not much money being made out here for them. Thankfully there's another company running some fiber optics out here. I'll be switching as soon as I possibly can. If I could leave 0 stars I would.
7 years ago
Reply from Rise Broadband
Dear Warren, Thank you for your feedback. We are sorry that this has been your experience. We are going to send you a private message to look into this further for you.
Sep. 17th, 2019
josh Denison, TX
i have had rise broadband for a while i can genuinely say its the worst service ive ever had before they put a booster in i was running 2mbs max and now i am supposed to run 20 but i dont ive called them mutiple times and get the same awnser “looks like youre router is sessioning we need to get some one out thier to fix it” guess what it takes them a week to get here and when they get here its works just fine and they guy does nothing i call them again bc its still happening they say the same exact thing im so fed up with thier service and customer support i do not recommend this company to anyone who wants decent internet
7 years ago
Reply from Rise Broadband
Dear Josh, Thank you for your feedback. We are sorry that you are not pleased with your experience with our service. We would love for an opportunity to address your concerns and will be sending you a private message
Sep. 9th, 2019
steve s Idalou, TX
Two weeks ago I posted that I was having trouble with my internet. I said I was extremely unhappy with Rise to get my internet fixed. To date it is still isn't fixed. Have called numerous times they say there are congestion problems and they are working on it.
shortly after posting I got a message from Danielle saying if I would provide account number , address, and phone number she would look into it.
I promptly supplied what she asked, waited a couple days resummitted info.
10 days later, nothing, still no internet
Don't believe a work they say about getting back to you, all lies, just to make them look better to other people considering their service.
Rise Broadband....Don't do it!!!
7 years ago
Reply from Rise Broadband
Dear Steve, Thank you for providing us with your feedback! We are sorry to hear that this has been your experience with us. We are more than happy to look into any concerns you might have and will be sending you a private message.
Aug. 12th, 2019
Jason Ludke Baileyville, IL
How ironic they only respond to high star ratings! Shouldn’t a good company want to respond to all reviews and help satisfy the customers having problems? I have been a customer since Rise purchased from T6 and have been on the same network for years prior to that. The service has always been poor no matter who owned it, but the customer service with Rise has gotten worse. Unfortunately I have few options for service which appears to be the market they prey on. They obviously know they can not complete well in most areas so they take advantage of the areas with little competition. If I received close to what I pay for on a consistent basis and received good customer service I would rate them much higher possibly a 5 star. I am paying for 25mbps and have struggled to receive 5mbps for 8 straight months with some days of no service. Multiple calls into tech support and I am told they are working on a solution but have no timeline for it! Check your options for service providers before choosing them. If they are the only choice over satellite we’ll good luck is all I can say.
7 years ago
Reply from Rise Broadband
Dear Jason, Thank you for providing us with your feedback! We are sorry to hear that this has been your experience with us. We are more than happy to look into any concerns you might have and will be sending you a private message.
Aug. 6th, 2019
debbie williams Granbury, TX
When the technician tells you Rise Broadband has no intentions of ever upgrading the tower you are on and it is horrible service and they know it, then there is an issue! If I could rate them a 0, I would! If you live outside of Granbury, don't go with Rise Broadband. Looking for someone new today! Twenty years and we have the same equipment as we did 20 years ago on the tower we are on. Really?!!
I've bought expensive routers to try to improve our service. Their plastic ones are junk!!
I've done my part. Rise Broadband, do your part! We don't have service half the time and you tend to forget that when you send our bill. Discount it for the time lost please.
Debbie Williams
7 years ago
T Canning Kingston, OK
I would like to give a rating of zero but maybe it is a blessing in disguise. Two months ago I had Rise come out to install Wifi services, it was raining and the tech said he couldn't get any service on his phone, never got on the roof as I stated it was raining. I have called 4 times asking for another tech to come out and am told the notes say you are in a non serviceable area due to the trees and I asked my co-worker to verify. Keeping in mind that they are using an outdated Google Map. I had another company come out and the tech got on my roof and can see the tower in plane sight. So end of story, I have never had a Supervisor call me nor will they send another tech out. Like I said, maybe a blessing in disguise.
7 years ago
Cat Taylor, TX
Just caught this company in deceptive billing scenario. They charge $5 on your statement if you do not opt for paperless billing. As a small business owner, paper statements are a must for audit purposes. When I questioned the excessive charge I began to look on their online system and it plainly states that paper statement billing would incur 'up to $3 fee'. So they have been billing $2 more than their policy every month. Does not stop here. By violating their own policy knowingly and by sending that through the mail each month, it is now not only deceptive practice, but mail fraud. Consulting an attorney because if they did this to my account, they have done it to others and this becomes racketeering punishable by up to $250,000 per instance. Review your statements and question all fees.
7 years ago
Ben Campbell Tooele, UT
Wish I could give less than one star. 2 of my next door neighbors have this service. One of which said to stay away from Rise. My current provider sucks with service at times. Thought I would switch and try it out. Called them 2 months ago and they claimed they would send a tech out Monday to install. I got cold feet and told them I wasn't interested yet and cancelled the install. Today I thought I would try it since I got a flyer in the mail. Called customer service and told them I was ready to try it. The lady on the other end told me that my area was unserviceable due to trees blocking the satellite. However I have no trees that would do that. She also wasn't able to tell me which direction the satellite pointed either. Come to find out, she explained to me that she seen it in her notes that I cancelled 2 months ago and therefore my area was not serviceable. Horrible despicable company!
7 years ago
Tyson Ogden, UT
I would give zero stars if it were an option. I had to reset my modem multiple times a day and dealt with buffering all day long, even during non peak times. After I cancelled it took them months to remove their equipment from my roof. They would schedule an appt with an 8:00-12:00 window and not show up. When I called back I was told that they rescheduled it. They didn’t reach out to me to inform me they rescheduled, I had to call them. After the third time of this I called and told them I wanted to speak to a manger about this issue and I was told that this was not an option. Do managers not work there? There was no concern for my time or the fact that I had someone at my house the theee times they were supposed to come and no one on their side showed up. What a disrespect of my time and ya really telling in the way they treat their customers. Maybe because I cancelled my service they didn’t care as I was no longer a customer - and will never be one again.
7 years ago
Kate Matson Brighton, CO
When I signed up for internet and phone service 6 years ago it was another company who sold ( without telling us) to Rise Broadband. Never had problems until they sold. It has been all down hill since. Service went out on March 11, 2019 and this company can not send anyone out until April 2,2019. Customer service and the tech service is horrible. They continued to blame my Router. I plugged the direct line into the house to my computer which will show if you are getting a signal. No signal. I finally went up on the roof to see what the problem was. Their installer who came last fall to upgrade the wiring had the wire to the dish so tight it wore away exposing the line. I have been on hold for 4 1.2 hours - fed nothing but useless information and lied to. I have since switched my provider and this company owes me a $230.00 refund.
7 years ago
RW Colorado Springs, CO
Used for 2 years. First year great-- fast, reliable. Since then horrible. Still decently fast- when it works. Connection drops many times every day with no indicators. Have spent probably 8 hours on 5-6 CSR calls over the year. I am a technical guy and they do not tell the truth about their service outages. There is no way to escalate to Tier 2 or management. Finally one CSR told me the truth last week that the problem has been with their tower all along. But no plan in place to fix or time frame-- outrageous. I am stuck for now with them but getting off as soon as I can. BTW, I am in north Colorado Springs.
7 years ago
Derrick Greeley, CO
Unfortunately where we are located we do not have any options. It is either Satellite Internet or Rise Broadband. We have had it for a year, and have spent over 6 weeks down out of 52. We did get a credit for 3 of the weeks, but not the others. Network is completely unusable between 5 pm and 9 pm. We had hoped to cut the "chord", but found out the hard way that they have caps on their downloads. Can't cut the chord, and it is completely unusable. Download speeds are between 1 mbps and 2 mbps, never seen anything above 2 mbps. Customer service is fine, but unfortunately for a year they have been saying they will upgrade their sites to improve everything but haven't. If you have a choice, do not go with them.
7 years ago
Brinley Knowles Smithfield, UT
The wide variety of options that Rise Broadbands offered really made my husband and I’s decision super easy. They were great to work with and very affordable.
7 years ago
Reply from Rise Broadband
Thank you so much for your kind words, Brinley. We really appreciate you taking the time out to share your experience with us. Cheers, Rise Broadband
Jul. 22nd, 2019
Alec V Lafayette, CO
The best speed I can buy in my area is 5mbps down 1mbps up. I usually get close to that with <50 ping. They've been telling me for 2 years now that "any day now" they'll upgrade my tower to a 20mbps connection. Still hasn't happened. Outages are semi-frequent, and when they happen, I'm pretty sure technical support just turns the phones off, since you can wait on the phone for hours until they close the lines and you'll get no one.
The price for this service is absurd. I pay over $50 a month for these terrible speeds. If they weren't a monopoly in my area, I'd use a different ISP in a heartbeat. 1 star.
7 years ago
Norma Buckley Saratoga Springs, UT
This is the WORST internet company. My internet in Saratoga Springs, UT goes out approximately 3x per week and they NEVER answer the phone. They claim to be open until 10 pm and on weekends but they don't answer the phone except during 8-5 hours. The "technicians" don't ever know what's wrong and just say it will be up in a few hours. But the same problem occurs only a few nights later and they don't seem to have a solution. When you call customer service and complain about waiting on the phone for more than an hour, they say you're not the only customer. DO NOT go with Rise Broadband. They really really SUCK.
7 years ago
Michael Springtown, TX
This internet service is so dang horrible. You can not get a liable stream going and it drops out all the time. I stream and need atleast 2 up to get it going. But they can't even give me that when i pay for more. It seems that the network is so crowded that it is very unreliable. I am so mad right now and i will be switching companies on Friday. Also they offer all these promotions for new people but make you pay more for less. Very crappy company and they are ripping people off. I do not get what i pay for and you better not get on during peak hours for the tower is loaded. Come on guys, i will cancel you in a couple days and continue to tell people not to give you guys a chance. Stop ripping us off. Look at your reviews, 1000's of reviews don't lie!!!
7 years ago
Walter Hudson, CO
Rise Broadband is horrible. If you can go with anyone else, do. We have no other option. The tower we have doesn’t support their current offers of 25 or 50 Mbps, only 20. Not that it matters. The tower is overcrowded and your lucky if you get 5 Mbps. They charge the same as any other provider who would give you 3x as fast and more consistent service. When you have to call in to find out why your service is not working again, plan on wait at least 20 mins to talk to them. We,be been lied to for at least 2 years about getting another tower in our location. Crazy what they get away with, when the have a monopoly for rural locations.
7 years ago
Stacey Little Hubbard, TX
I am about to file a complaint with BBB about this company. Charges were to be less than $70 a month, is over $200. Explanation for the disparity is data overage. Switched to unlimited plan (that isn't really unlimited they just throttle your use instead of charging you) and supposedly it will cost less than $100. How much is it again, you guessed it over $200. Calls to customer service are answered by bored untrained employees. Each one telling you it's an overage or a past due overage and always different amounts due. Sounds like they are just reading from a script and put you on hold frequently to ask questions of someone else. Worked with them to pay my bill down and be set at the unlimited plan, guess what? Always over $200. No supervisor ever available. Internet is slow and sometimes connection is spotty. I did tell them I was going to file a complaint with Better Business Bureau and they really didn't care so they probably hear this plenty.
7 years ago
Richard Higgins Kingston, OK
Wait time to get ahold of the tech department is between 30 minutes to 1 hour. The internet went down October 09 2018 except google owned sites, it is now as i write the review November 15 2018 and still not able to access any site besides Google owned. I call them and wait on hold forever just to be told it is a unusual problem and that their tech team is working on it. 38 days and that is the answer i get everytime i call them. I do not recommend rise broadband at all. I am under a 2 year contract and can not get out of it and they have my area monopolized besides for satellite internet which is almost as bad as rise. To save yourself the trouble do not get them. It says when you call them by automated voice that "it is the fastest internet available ". Well ots not.
7 years ago
Donald Mack
Changed source account of autopay. Told takes 45 days. Upon expected date of new auto source disbursement received overdue notice for service with threat of cancellation of service if not paid in 48 hours. Took several hours of frustrating attempts to wade through phone tag waits and chat attempts. No one home at either contact. Searched internet for additional contacts and finally contacted some one who would accept payment from another account to continue service. This service is located in office of company that I have sold. As soon as office is sold the service will be terminated. Will never contract with Risebroadband again . Would indicate NO STAR rating if available. PS I rate the ser vice as average or slightly below after several years of usage by my business.
8 years ago
Jack McWherter Florissant, CO
To Rise Broadband, Skybeam Acquisition Corp., Skybeam LLC, Suburban Broadband LLC, Rhino Communications Inc., JAB Wireless Inc., LP Broadband Inc.:
I'll refer to Rise Broadband and all associated trade name entities as the Company. My account with the Company was duly cancelled on July 30th at 3:24pm (MDT) through a recorded conversation between Greg W (sic) and my wife. The conversation was recorded in anticipation of having difficulty with the Company. Apparently the anticipation of said difficulty did in fact come to fruition given that this letter and this bad review is necessary.
To add injury to insult, it appears that the Company is again ignoring yet another telephone call, specifically that of July 30, 2018, as well as the assurance of the $33.62 refund committed to by Greg which has resulted in my policy to never again contact this Company by telephone.
I have to date received no refund from the Company. I am not surprised that the Company has failed to refund my overpayment, as ignoring customers and failing to live up to commitments is a typical Company business practice and one of my reasons for cancelling the so-called service.
I demand that a check in the amount of $33.62, as was committed to by Greg W on July 30th, be mailed to me forthwith.
8 years ago
Robert Roberts, ID
We paid $70 a month for service that we got to use part of the time, like 20% of the time. The other 80% of the time we had to use our Verizon phones for service, which means we had to go with unlimited data at Verizon, costing us another $120-$160 a month.
When we would call and complain, we would sit on hold for hours at a time, the never fixed the problem nor did a technician ever come out to the house.
Their faulty, cheap chinese pos router stopped working after 2 months, again we were on hold for 2 hours, then technical support told us they were aware of the faulty routers and told us to throw it away (continued below) so we had to go to best buy and spend $180 to get a new router.
(Continued from above) fast forward 3 years---> we are moving back to Oregon and on the phone to cancel our service, they said send in their equipment or a technician would come pick it up: Satellite dish, router, cable etc... oh you mean the router your technical support told us to throw away because it stopped working?? Now you want it back and since we dont have it, you're going to charge us $55 for it..???? WTF?????
IF YOU'RE THINKING ABOUT AN INTERNET PROVIDER, DO NOT GO WITH THIS COMPANY!!!! TURN AROUND AND RUN AWAY!!!
HORRIBLE CUSTOMER SERVICE!!! HORRIBLE TECHNICAL SUPPORT!!! YOU PAY FOR A PRODUCT YOU CAN ONLY USE 20% OF THE TIME!! PAY A LITTLE MORE TO USE SOMEONE RELIABLE!!!
8 years ago
Charles McHaley Eagle Mountain, UT
If I could give a -100 stars I would. I could go on and on. After a data dispute, proving they were charging a good $100 for 4 months they credited me $380. My bill is $60. Somehow that got eaten up in two months. I originally signed up for an unlimited plan. Two different people said they have never had that option. When bbn I called to cancel they said they did. For some stupid reason I signed up. Now after then messing up on my bill one month later. I just spent two hours on the phone. After one hour a guy picked up just to put me on hold for smrt hour. He sent me to technical support. I called billing. Horrible company horrible employees. DO NOT SIGN UP!
8 years ago
Cheryl Eagle Mountain, UT
This company is an absolute Joke! We’ve been wth them for almost 3 years now & have had the worst internet connection EVER! My husband has called them several times to report that we cannot get our electronics to work - just buffers & buffers & buffers, then connection FAILS! They’ll put him on hold for a few min & come back and say we have a strong signal. But NOPE no signal!! Called them today to cancel service (went to Direct Communications) and the technical support lady told us our equipment had been knocked off of alignment with the tower & that a Tech should of been dispatched to come out along time ago! This was never even an option wth them!! They DON’T care about your service all the care about is taking your $!!!
8 years ago
Rena Wolf Pahrump, NV
We moved here in 2015 and have had Rise for as long as we've moved here so i can safely say Rise is garbage but for where we live it's considered "good" and was recommended by the realtor we got the house from. Not only does there customer service blow by having you wait an hour + for service but i have random latency spikes on whatever game i'm playing or i get disconnected randomly for no reason and tonight i've been unable to safely do anything without having the net crap out on me after 30 minutes.
I live in a smaller town so honestly there already isnt alot to choose from we've tried others like Hughes but they turn out to be even WORSE somehow. But we are sick and tired of this net and will be looking into one more option we haven't tried, and if you live in a town where this is the only option then i hope it isn't absolute hot fiery garbage where you live.
8 years ago
