Rise Broadband
1.9
4.1
Overall Score
John Halgren Garden Prairie, IL
We have had Rise since they entered the area (Northern Illinois). They purchased our old provider and within a few months service levels (speed) began to suffer. We suffer slow speeds and service tells us 'it's a tower issue' that they're working on . They promise phone calls when the issue is identified/fixed. Those don't happen. We just switched to a different tower for 'faster' speeds at the suggestion of a tech. Initial speeds were great.... 30-40 mbps... Tonight we're hovering at 1.5-2mbps. Less than 10% of the contracted price. Good luck, hope to get fiber optic cable some day.
8 years ago
Robert Baird Royse City, TX
My broadband has gone out numerous times with very poor customer service. The last time it was out for at least a week and took an additional week to 10 days to get a technician out to check my connection. The technician got everything working and two weeks later the router completely shut down. I tried reaching technical support and after waiting nearly an hour on hold I heard someone answer the call and say it was a bad connection and to call back. I tried using the chat line and had a similar issue connecting and finally received a message that the office had closed and to call back. Worse customer service I have ever experienced!
8 years ago
Richie rasmussen Jefferson, SD
Tower constantly has issues. They never give you adjustments for the outages or extremely slow internet. We pay for 15 and have never received 15. I have to call in constantly. They replaced our router with a bigger pile of garbage router. They are the worst internet provider available. I reported them to the bbb since that is the only way they seem to care. If you want spotty internet, long wait times on the phone 25-35 minutes just waiting for a human to answer, slow internet that is not what you are paying for. Expect less than half the speed you pay usually 3 mbs never 15. Being in a contract they breach daily and zero customer service than you found the prefect company!
8 years ago
Lew Wheelwright Ogden, UT
When I sighed up I was told that my speed would be min 10 mb and all was well for seven months at a price of 39.95 per month ( 2 year contact) then 49.95. Then speeds slowed to a average of 2 mb was told cell tower congestion and would be fixed no time line next began to revive text that I was over my data limit called said that would investigate. Turned of service for a few days called them back and was told there was a data leak. Speed still around 2. Got my months bill for 252.00 . Now every one at Rise just points the finger to someone else or give me some lame excuse. I want a refund for the over charge that was there leak. I use by past record very little data per month . PS I have moved to another provider and in the process of dumping Rise. I strongly advise you to not go through what I have.
8 years ago
Ken Jones Springtown, TX
Absolutely worse company. And I’m just trying to become a customer. That is “was” trying to become a customer. No more. 3 times they have scheduled an install. Three times they have been unable to do it.
This is a “tower” install. A 40 foot tower. Quite common in rural. A roof top antenna will not work.
I told them when setting up the appointment it was a tower.
Guy shows up, says, ”oh, that’s a tower. I can’t do that. You need them to send the tower certified person.” Yes, I know. That’s why it was setup as a tower install. Second time same thing.
(The second time installer even actually said, I should try another company. Rise is bad and I won’t be happy with their service. A guy wearing a Rise shirt in a Rise truck said that. Should have listened)
Third time. I literally called every day for 3 days prior to the install and verified this was a tower install. Every time they would say, yes it is setup as a tower install.
This time they don’t even bother to show up. They just call and say they can’t do it because it’s a tower install and they have it scheduled as a roof top. “So, you’re looking at some sort of setup screen that says it’s a tower, otherwise how do you know since you didn’t bother to show up, and yet you didn’t set it up for the correct person even though it’s right there on the screen”.
And the dispatcher, or whomever, on the phone acted like he couldn’t possibly care less and we would just have to try another week.
I guess the saving part to this is, I found out what they’re e like before getting locked in. Went with another wireless and all good now.
8 years ago
Ameda Holmes Farmersville, TX
Horrible customer service! Their rather self-serving "Our goal is to provide you with superior customer service" is a load of guano.
My recommendation? Look elsewhere.
I got an email two days prior to the end of my billing cycle saying that I had gone over my data allotment, and was charged an additional $3.50. The communication also stated that I would be notified if there were additional charges. No notifications, and I was charged four times what I was told I would be.
I contacted their Live Chat, and got absolutely nowhere. Megan (their rep) would not pay the slightest attention to my position. Even though I quoted directly from their email that they would send me notifications if I went further over my data cap, her rather robotic stance was that the overage charge was valid. I politely pointed out several times that my problem was with the lack of promised communication. Her reply was that I could have used their data use tool online. My problem was that I could not get into their website until AFTER my billing period ended. I was dubious of their accounting. 30GB use in two days? Not likely. Speed test is very, very slow. (My cell phone is likely faster) No adjustments, even though they didn't follow through.
I'm looking for a different provider.
Reason of review: Poor customer service.
8 years ago
R Woody Stephenville, TX
Started with an ISP that gave the same quality that I get now, but it was unlimited gigabytes of bandwidth. That company was bought out by Keyon, then Keyon was bought out by Skybeam, who was bought out by JAB which is now Rise. Last year they said that I was losing my unlimited service and if I wanted to avoid paying an arm, leg, and left family jewel, I would have to sign up for a two year contract and lose my paid up no contract status. At first the monthly price seemed reasonable but the monthly cost has been going up on a regular basis. Seems very unfair, especially when they say I have to pay a large penalty to sever the service, especially since they continued to use the same equipment that had been long paid for.
8 years ago
Julie Domberg
Terrible internet connection. But worse than that is the follow up customer service. I called and got an appointment because our Internet was out. Then, being put on a flex timing schedule I was offered a new, sooner appointment. During the pre-scheduled 4 hour time frame, I received yet another call saying that they could get me in within two hours. After that two hours, no one showed up. I called and was told that I wasn’t scheduled for the morrning but for the afternoon. (That would never happen, because I work every afternoon). I have yet another appointment for next Tuesday. Zero accountability for the inconvenience.
8 years ago
Brandy Brenham, TX
There really should be a Zero star option here because RISE Broadband is just awful. I have had 5 people out this month to try to install my internet service. The installers are extremely dirty and just the type of people you don't want in your home. The service is interrupted constantly. I mean every couple hours we have to reset the equipment. That works for a while then you have to take off work to wait for a toothless installer to show up hours late and scratch their head and say they don't have the right part. The customer service reps when you call might be even worse then the installers. Completely no idea how to do anything. Im shocked this business has remained in business this long. This is just way too much work for terrible internet connection, speeds, and service.
8 years ago
Adriana Palmer, TX
Don’t get Rise Broadband. I had got the business package with them which said I had 15 mbps. Well, I would get 690 Kbps. So I was paying $111 for Kbps, that’s just ridiculous. I called tech out to get it resolved. It would pick back up but I would have the issue again. Another tech came, I was told they had an issue on their tower and they didn’t know when it would get fixed. How am I supposed to run a business like that? I’m sure Rise Broadband doesn’t. I called Rise to ask when the issue would be resolved but they couldn’t tell me either. So I call to cancel and they are still charging me $350 early termination fee. If your service didn’t suck I wouldn’t cancel. I need the internet with good speed to run a business. I even took snapshots of the speed I was getting as proof but they wouldn’t take that into consideration to even lower the fee. Don’t waste your time and money with them.
8 years ago
Steve Tucker McKinney, TX
Absolutely the worst customer service I have ever experienced. I have no idea if there internet or phone service works since, after almost a full year, they were unable to complete the installation. Poor communication, poor everything. After months of waiting, they finally installed the antennae. The internet service was on and off. Had to wait an additional several months to get the phone equipment in. It sat for weeks with no communication. Finally they sat all the phones on all our office desks but did not hook them up. They left. After many emails to Rise, someone came out and delivered some equipment, then left. More time goes by, then someone shows up to hook up the router to get the phones going but was unable to and left without saying a word...at least they are consistent. More appeals and another tech comes out and determines he cannot "make it work" because of our network configuration. Which just happens to be using an Untangle firewall, very popular and nothing out of the ordinary. Then I get billed for all the months I waited. They did deduct the phone service portion but expected me to pay full price for the internet service while I was having to pay for my old internet service. Now I am in collections for refusing to pay for an incomplete install. First call to Rise was in November 2016. Called several times in December along with a request on their website. Nothing. Finally received a call from a rep in February. Contract states: "The Initial Term of this SOA shall begin on the date the Service(s) are first made available to Customer (the "Commencement Date") and shall continue for the service term indicated herein (the "Initial Term")." Don't believe for one minute that this means ALL of the agreed upon services because apparently, Rise believes that it means any part of the agreed upon service, despite not being operable and complete. The agreement also states: "Only upon the completion of successful testing of the connection to Customer's location will the Service be activated and made available to Customer. The date the Service is made available to Customer shall constitute the Commencement Date of this Agreement. If Rise Broadband is not able to successfully provide the Service to Customer, then Customer shall have no obligations under this Agreement." Again, not exactly true according to Rise Broadband and Sky Beam. My order was never completed. I would not recommend this company to perform any work or provide any service. Extremely poor communication. Neglectful techs that even corporate apologizes for. Negative 5 stars all the way! Yelp should allow for negative ratings, 1 star is too good for this outfit.
8 years ago
Marion
We had been very satisfied with service from a company that was sold to Rise Broadband. Using the same equipment and tower we were getting 0-2.5 in down load speeds. Called Rise and asked to have someone come out and check out. Was told that all we could expect is no more than 3 mbps. we were paying for 10. Did change so payment was for 5. Out of service in December for several days said they would give credit. Cancelled (not under contract) 1/18/18 and still waiting for the credit check as of 2/25/18. They do NOT prorate the unused days in the billing cycle for a refund check. Check your speed! Very Dissatisfied.
8 years ago
C. Freeman Pueblo, CO
I have had them for 2 1/2 years. Paid for 10mbps only received about 4 to 5mbps. Had thier Tech come out check service he said I could get more if I go with the 20mbps. So I go with it, now I'm getting 7 to 8 mbps. Internet was constantly buffering and after 10:00 p.m., my service would go down to 3 to 4 mbps. So frustrating watching streamed moving constantly buffering. Finally went with other internet company. Called to cancel my service and kept getting put on hold. Then I'm informed since I upgraded to the 20mbps I agreed to a 2 year contract. If I want to cancel I have to pay a $250.00 early disconnect fee. I told them really I paid for service I NEVER EVER received and not happy with it and I having to pay $250.00 to disconnect my service. I was informed as long as I had a "USABLE" signal I had to pay the fee. So glad I am done with them, not happy I'm out the money but to heck with them.
8 years ago
Donald Hughes Leonard, TX
If I could give zero stars, that's more what is deserved. I ve had rise for just over a year now. I wanted the 20mb plan. Their installer put me on a 50mb plan LTE and pointed it at the wrong tower. I only found this out because 2 weeks ago my internet shut down completely. The service tech that came to fix it told me what the problem was. Never should have been on LTE 50mb plan and wrong tower. He got me fixed up. Rise could do nothing about the overcharge for a year, but the internet was working so I let it go. Yesterday it went out again. No rhyme or reason, called rise again to see what was up. The useless guy that answered the phone (devon) sounded upset to have to do his job. By the end of the call of this fella not being able to do anything to help I was informed that a tech couldn't be here for 2 AND A HALF WEEKS!!!!! Are you serious?????? Rise broad band is a joke. If you have any other option in internet service, do it. Rise couldn't care less about the customer. There's a reason thier 1 1/2 stars.......
8 years ago
Deborah avants McGregor, TX
I guess I first to say I am tired of losing service and still getting billed for it. Every time I call into customer service they act as though I am disturbing them and I finally had to start asking if I was. Now to top it off they automatically draft my payment out of my account and they are now claiming, although we were gone for three weeks in one month for the holidays that we went way over our usage. This seems funny to me since no one was home and since I have supposedly went over my usage now I have had no service and every time I try to call customer service of course it is all my fault that they are overcharging me. So today I called and asked them why in all the years I have beeen with them have I never gone over and now when speeds are slower I am getting charged for more usage. Not to mention the fact that they have n0o better plans for me in the country in either, so basically I just have to pay the overages. I think this company needs to be reported to the public utilities commission for fraud and false advertising and abuse of charging to customers personal bank assetts. That is exactly what they are doing when they illegally withdraw an unapproved amount out of your account.
8 years ago
Candace Barrow Venus, TX
We have been with Rise or one of their other incarnations since 2006. This past November, my husband and I began looking to reduce our monthly outgoings and looked at more service for our money. We wanted to start live streaming our TV programs rather than be tied to a satellite dish with 300 channels we have absolutely interest in watching. I called Rise and cancelled our service on the 29th of November and was assured that the monthly automatic payment would not be taken on the 4th of December. They took the payment and when I called them, I was informed that it would take at least 6 weeks for my money to be refunded to me. I waited until Jan 19th and wrote asking where my check was. I received an email today telling me that they needed to retrieve their radio and they would not be able to do that until Feb 23rd and only then would my money be refunded. I have heard many bad reviews of this company, but never thought that I would be one of the ones so ill used.
8 years ago Edited September 14, 2021
Blake Ridgway Durant, OK
Blake Ridgway DO NOT, I REPEAT DO NOT USE THIS COMPANY!!! TERRIBLE CUSTOMER SERVICE AND BUSINESS. THEY LIE ABOUT WHAT YOU CAN GET AFTER EVERYTHING IS INSTALLED THEN THEY SAY YOU CANNOT GET OUT OF A BOGUS CONTRACT. I WAS PROMISED 50 MBPS AND THEN AFTER EVERYTHING WAS INSTALLED, WAS TOLD 25 MBPS WOULD BE THE FASTEST. SPEEDS ARE NOW LESS THAN HALF OF PROMISED. THEY SEND TECHS OUT BUT SPEEDS STAY SLOW AFTER. MY CONTRACT WAS LESS THAN 30 DAYS AND THEY STILL WOULDN'T LET ME CANCEL WITHOUT AN OUTRAGEOUS CHARGE. I HAVE NEVER EVER SEEN A COMPANY THIS HORRENDOUS OR BUSINESS PRACTICES THIS BAD. I WILL BE CONTACTING THE BBB AND POSTING A NEGATIVE REVIEW WHENEVER AND WHEREVER I CAN.
8 years ago
Shae Bitton Ogden, UT
They have terrible connection, slow downloads, backed up customer service (average wait time to talk to someone 40 min; a lot of times longer). Their technicians don’t have any idea how to fix download speed and problems whenever they come out. Their products are made for apartments and therefore can’t handle more that a couple hundred square feet of broadcasting. They make promises they never keep and they charge you for service calls! This is the WORST company I have ever dealt with in 44 years! Worse than a company even a cartoon can made up ! Pay the higher price at another company because at least you’ll be able to use it. Half the time I log on and it won’t even work.
8 years ago
Mark Frogley Phoenix, AZ
I was a paying customer of Rise Broadband when I received a promotion for them through the mail. The promotion was for service at a significantly discounted price compared to what I was paying. The advertisement did not say that it was for now customers only so I called on it. They would not honor their advertisement and were a bit rude about it. I canceled my service right then and there. They even transferred me to a customer relations representative who tried to retain me by discounting my current price (by $2 a month) but not even he would honor the advertisement. I would not recommend Rise Broadband to anyone. I did not enjoy my experience with their customer service team and their internet service was not anything extraordinary.
8 years ago
Brent Edmondson Alvarado, TX
Overall the internet works okay but it has taken multiple technicians coming out to get everything set up correctly. Originally our equipment was set up to receive the low end speed while we were being billed for the fastest speed option. Be sure to check your speeds yourself to be extra cautious. Also, be prepared to block out an hour or two if you have to contact customer service for anything.
8 years ago
john
Rise was good until consolidated into a larger company in May of 2015. Since then, they do not miss an opportunity to gouge their customer. My latestest example involved a 55 minute service call to get a $30 reconnection fee removed. My service had not been disconnected. My bill is current. Yet, Rise billed me for a future reconnection, 12 days from now. Watch their bills closely!
8 years ago
Russ Norfolk, NE
I live in a medium sized community in the Midwest and used Rise Broadband for both my internet and VOIP. My phone number is considered in a city other than where I am located which costs my family and friends long distance fees. The rep tried to give me a new number in a completely different area code than what we had. I told the rep to give us back the 402 area code number and he said that he no longer has it. He argued that we have to have a 308 area code which is nowhere near where we are. We live in the 402 area code. We have had issues trying to get a landline and now we cannot even get the 402 area code back.
8 years ago
Kurt Smith Justin, TX
I pay my bill several months ahead. I recently moved. Rise was very slow to close my old address account then apply my credit to my new address. I called in and they indicated that I owed nothing and my bill was current. Think I was was 3 months ahead I din't worry about my bill which had been switched to paperless without my knowledge. My rate also jumped from 27 per month to around 60 per month so according to Rise I started getting behind on my payments.
I called in and was told not to worry and that everything was corrected but 2 weeks later I got a 95 dollar past due notice. Every time I call in I get different information. I decided to check Rise's reviews online and to my surprise Rise has the worst rating. Not only is their customer service bad their internet speed is very slow. I am dropping Rise for a competitor.
8 years ago
Cindy Hellewell Syracuse, UT
Customer Service Department is not responsive. They don't consistently email us when we get close to our data limit. We decided to change companies. We purchased the unit on our roof so we didn't have to rent. Because at some point they upgraded the unit...and didn't re-imburse us-they took 'their' equipment. They won't return phone calls. They didn't call before they came like requested. They are non-responsive at this point. Our only recourse may be to sue them, but it's not worth it. Perhaps our story will help someone else find a better company to go with.
8 years ago
CJ Cleburne, TX
I've had a contract with Rise for a little over a year now out here in Texas, and I have to say this is the worst internet experience I've had in my life. Prior to Rise I had AT&T, and unfortunately after I moved to a more country area, AT&T couldn't provide services where I was located, so the only company that I could get internet from at the time was Rise. Off the bat I knew things were sketchy since they offered me and my neighbor the same service at different prices, then around our 3rd month our internet usage supposedly went up resulting in an extra $20 or so added to the bill, even though we looked and our data usage and it never changed from the previous months. This random fluctuation of supposed excess data usage has happened multiple times throughout our contract with them, with them claiming that we are using an excessive amount of internet even though back with AT&T we had more people in our house using more data and still never reached anywhere near the amounts that Rise has said that we've hit while with them. Then to top off the crap cake that is Rise Broadband services, for the last 4 months our internet has repeatedly cut out, ranging from a few seconds to as bad as a few hours, sometimes it's so bad that it's physically impossible to even watch a simple video. After calling 10+ times to tech support (with the techs all contradicting each other with one telling me that I had over 200 errors in one day, to calling back the next day and the tech saying that apparently they didn't see that on his end), replacing my router with them, and having 2 techs coming out (one of whom said he'd talk to his tech friend when he left, and that I'd be contacted, just to never hear from anyone), their grand conclusion is that there's nothing wrong with my internet even though I have several recordings of the internet cutting out, and multiple witnesses to my internet cutting out. Also, after digging around I was able to access my router settings by using the ip address, I temporarily fixed the issues by changing my router to another wireless channel instead of the default one that everyone else was on, now for some strange reason I'm no longer aloud to access those settings, seems kind of strange that the only thing I'm able to access to help me, just so happens to be the only place I'm now not aloud to go.
9 years ago
NJ Shamrock, TX
Let me just say that normally I don't leave a review for things because I feel like people complain about the smallest things, but this company SUCKS!
First, it seems like NONE of them have any idea what they are doing besides "delivering internet". I work as a network administrator and was tasked with finding a new ISP when our old one started to fail to deliver 1Mbps on 10Mbps connection. One day a lady shows up at our office and tells us about the service and how the business connections "are alone and don't share bandwidth" but it was obvious she didn't really understand what she was talking about because even basic questions caused her to start reading through notes and papers. I disregarded this as a sales woman who didn't actually have a part in the technical side... Turns out, even the techs installing the equipment don't know much about it...
SECOND, They've obviously allowed their equipment to be overloaded, when the internet DOES work these days (which seems to be getting farther and fewer in between) it goes to an INCREDIBLE .5Mbps around 3PM and stays there until around 11:00PM which would obviously be peak times for children getting out of school and hopping onto the wifi. This being the "not sharing bandwidth" business connection and home connection both. Be it neglect to their limits or horrible equipment this company will be happy to rip you out of $70+/Month for the horrible service you will receive and if you call about outages they just say "Record your downtime and tell us so we can compensate you" , but when that was done they said "You must have problems with your equipment, we don't have that much downtime" and then charge me full price despite total downtime adding up to over 48 hours A MONTH!
9 years ago
Steven Powell TX
We live in Texas, called to set up service and they were most helpful with setup and scheduling. It wasn't until the installer showed up that problems began. First of all, when I answered the door he was a jerk from the start. Second, after looking around and telling me well we have direct line of sight to the tower, he told me that he needed another ladder to reach our peak even though he had already told me where he was that he could see the tower. I work 3 jobs, taking an afternoon to sit around and wait on an installer is bad enough but having to reschedule because they don't show up with the proper equipment is unacceptable. A simple question during the phone call to setup or a preliminary call from the installer before they come out could've saved everyone some time. He then reschedules me for 2 days later to come out between 12:30 and 4:30. So I make arrangements to be there. At 11:03 on the day of the appointment the field supervisor calls me to tell me that they have 2 of the pieces of equipment that they need but neither are available so they need to reschedule me to another day the following week. After contacting the main office of Rise Broadband and explaining the situation, I was told they would call me back. 2 hours later, I called them back and was told they need a ladder they don't have and they could not make it out to our appointment. Since these are the people I would be dealing with regarding on-site issues with equipment or outages, I decided to stop them right there and cancel the service all together. Do not use these people if your time is important to you, they have no control over their installers and will do nothing to respect your time.
9 years ago
Miteykwin Geronimo, OK
rise broadband? Beware these bottom dwelling snakes! They bought out my internet company and soon after they did I sent emails to some of their leader types and called them to ask about the possibility of faster service. I was on a 1.5 mbps, no data limit plan at the time. Yeah, I know.... terrible but it was the ONLY option that we had. I was told that I could be moved to a "up to" 3 mbps plan but I'd have to give up the unlimited data plan. After speaking with Two different supervisors, I was assured that we would be able to get the 3 mbps that were promised. I decided to take a chance and try it out. WRONG!!!!!!
Not only did the all around speed go down a little bit but, late at night (12 a.m. and after) the speed would drop to about .5 mbps. Pretty much just unusable! And, oh yeah, the price per month more than doubled for the new, slower service. Just awesome!
I sent several emails to a couple of the high up guys that had been really happy to communicate with me when I was asking about faster, more expensive service and things like that but when my emails were about the slow, terrible service, nothing. No response at all. And, oh yeah, the price per month more than doubled for the new, slower service. Just awesome!
Service calls, new equipment, clouds, trees, blame on my wireless router, solar flares, demons, and still no better speeds.
But wait, there's more! They also enrolled me in a two year contract for my slower, more terrible service without my knowledge (I signed nothing) and when I did finally get a better company to go with, they told me I owed them for early cancellation of my contract. After much arguing I told them to get stuffed and was turned into a collection agency. I have disputed their claims but nothing is finalized yet. I have also filed a complaint on them with the BBB which is also under dispute from them.
Read all of the other reviews on this site and other similar sites. You'll see. New potential customers beware! Please do your homework and if you have any other options, you should look at them first.
rise blahband, you guys stink
9 years ago
Jennifer Day Greenville, TX
Rise Broadband, connected to Caddo Mills, TX tower. Slow speeds and intermittent connections. I'm paying for 15mb. During the day and evenings I get anywhere from nothing to .25 mb, to 4 or 5mb. But amazingly at 2:30 or 3 in the morning I get almost 16mb! It is obvious they have overloaded their towers, but they will not admit it, even though their technicians who have been to my house tell me that's exactly what is happening, and proved there is nothing wrong with my equipment or set up. I can't get any direct answers by calling, emailing or chatting with them on their web site. All they want to do is standard trouble shooting and make me reset my router, which has NOTHING to do with the problem. They need to fix the problem, but they won't even admit it, and they have no plans to! At least I can't get ANY answers about it from them. Every time I call they insist it's something on my end, and it's NOT. They won't even listen to their own techs! ALSO... they are currently offering a $29 special for 25mb. (I'm paying $50 for 15mb) When I asked about it, they laughed and said... we can't even do 25mb on the Caddo Mills tower. They must be loving having all of us people living out in the sticks with no other choice but them as an internet service in our area. They have us over a barrell and they know it. I keep demanding they at least come up with a plan to fix this... but they continue to say they don't have a problem. I'd drop them in a heart beat if I had something else to go to.
9 years ago
Doug Spence Loveland, CO
I have been with this company since they were call SkyBeam. The delivered speed is typically 10 to 20% of advertised. The techs sent out to diagnose the speed issue (five separate occasions over the last few years) have consistently identified the problem as "oversold capacity". The persistent feedback is that new equipment installation with increased speed and capacity is eminent. It is not evident from speed performance that this has ever happened. I stayed with this company and its predecessor because there was no other option in our area. Now that competition has arrived, I am gone without regret!
9 years ago
Rick
Service was decent 4 years ago, I had 0 problems then. Now in mid 2017, I have to get their technicians out at least twice a month. The customer support on the phone only helps you half the time, until they finally give up and send someone that can actually help and fix the problem. The techs are actually very helpful in my area. The last time one came out, they had to move me to a new tower further away in a more remote area where less people were connected to. Which bumped my latency up by 50ms. Which isn't a big issue for me. Another problem now is from noon to nine, the connection cuts in and out, and my ping is a constant 200-700ms. Acting exactly like it was on the old tower. Rise only makes money because they market to areas where there are no other providers. When you try to get help from customer support, they just tell you to power cycle your modem. Like I haven't tried doing this multiple times every morning. It never fixes the problem in my case. I've been hung up on twice, and get put on hold around 5 times per call. Whoever runs this company needs to learn how to conduct buisness, and not sell a product they can't deliver. I'm looking into reporting them to the FCC, if they can't figure out how to fix my connection.
9 years ago
Kelly Anderson Franklin, TX
This is hands down the WORST service I have ever used. They installed a hideous 30 ft tower on top of my house. My speeds have NEVER been over 3mbps over the last two years and they refuse to let me out of my contract even though this is the direct opposite of what we were promised. Their own website mentions watching Netflix which clearly we cannot do with this service - it is too slow.
On top of that it is also some of the worst customer service I've ever encountered. The representatives have always been rude and insist on walking me through the exact same steps of resetting the router, as if that is the problem. (it isn't, and it never helps, but they don't care)
Best part is, they keep RAISING THE RATES!!!
I cannot WAIT for my contract to be up. Don't ever use this service!
9 years ago
James Barth Cheyenne, WY
I purchased the 20 MB plan I only see 5-6 MB speed average with a 2.3 MB upload speed. I can never get a friendly support person they claim "we are an up to speed provider" great then get me up to 20mb speed. But here is the kicker, they say I am at the limit on distance from the tower and they cannot get the speed I need. Furthermore, I work from home, and I am required to download large.ISO packages, but because their tower distance is hindering my connection the connection resets and causes the download to "start again" throwing my cap way over. Stay away from these jokers, stay far away. I call customer service and get ticket numbers and they say we will call you in 24 hours, i get no call. They are supposed to email me with bandwidth warnings, no warnings come. They are PIRATES.
9 years ago
Justin Rohrbaugh Electra, TX
I was originally with New Source Broadband II, then it was bought out and changed to Rhino Communications, and now Rise Broadband. My speed was originally 1.5Mbps and when Rhino took over they told me I would get 5Mbps. that was back in late 2012 or early 2013. My speeds have been as fast as 3.5Mbps but usually slower. The first major issue I had was after they switched the name to Rise Broadband, my internet went out. I called and the tech kept telling me it was my router and I needed to plug a device into it and not use wireless. Even though it was a pain, I did and the internet still didn't work. He basically said the fault was my equipment and hung up on me. Then I told them that if I ran a tracert the packet would infinitely bounce between two IP addresses there were not mine. Then they said the problem was on there end. I had to file a complaint with the BBB for them to fix it and to credit me for the down time.
Every time you call the techs will never say what the problem is or any kind of eta on a fix. They just say its a known issue being investigated. I had no internet for a week because a tower was out. They kept saying it was the tower I'm connected to and it was being worked on. Well the tower is maybe 200 yards in front of my house and I never saw a tech over there.
There have been several times where my internet will go off every 20 minutes or so. Its really frustrating not having cable so relying only on streaming services when your internet doesn't work. Each time I'll leave a comment on there facebook page because customer support will just tell me its being worked on. Each time the facebook page will delete my comment and message me saying they are forwarding it to a specialist to look into.
They even raised my bill to include an equipment rental fee even though all the equipment is the original equipment from New Source Broadband II and the router is mine. They have been promising me faster speeds and even told me LTE upgrades are coming with speeds of 25Mbps. Two towns 20 minutes to either side of me both got LTE upgrades but they now say I'm not getting upgrades in my area.
9 years ago
Phatcowgirl Rigby, ID
Service: Very slow
Customer Servcie AWFUL --on hold for hour and half for help only to be hung up on when they answer (several times since they were so slow on internet speed).
I did not have any internet speed issues until Microserv was take over by Rise.
Billing: service cancelled 7 mos ago. They say I still owe and sent me to their collection agency. Neither Rise nor the Collections company are able to provide or send an invoice detailing the service time they are billing.
I cannot say enough bad things about Rise. I work in a Call Center doing Customer Service and if we provided such awful service like Rise we would be out of business fast.
Never ever sign up Rise as your ISP
9 years ago
Brittany Taylor
Do not sign up for internet here! This company was amazing when it was digis but since rise broadband took over its AWFUL! They will lie to to get as much money as they can from you. Oh and don't sign up for autopay because somehow you will still get a past due Balance and with that comes with a late and reconnection fee. But they are only allowed to take one fee off so even though they messed up somehow you still get charged a fee. They also will put PC support on your account without your knowledge that costs $8.99 a month ( I don't even have a computer). I had unlimited data with digis, nobidy informed me that rise doesnt offer it so i had to pay a $430 bill for overage charges. Im so over this company and there is no other Internet available in my area so I'm screwed!
9 years ago
Tony Bartel Irving, TX
This is the worst internet service provider that I have ever dealt with. Their product is very spotty, rarely even providing 40% of the paid-for speed levels. Calling technical support is an adventure in frustrating patience as hold times are long, and then their "troubleshooting" protocol is cumbersome and never produces any learnings. Often they simply disconnect you or don't call back with the "hit 1 to keep your place in line and we'll call you back." Invariably, it is something on their end, and they even admit that they are not investing in equipment because there are no other alternatives in my rural area.
I left several voicemails to the CEO, which prompted a phone call a day later from a rude customer service rep who wanted to make sure that I never contacted Jack Koo again. Never bothered to solve my issue of low speed and actually hung up on me.
Stay away from this company at all costs!
9 years ago
kenny frazier Alvarado, TX
Been with them 5 years, signed up for UNLIMITED data. Called in for support about a year ago. Rep says have we have better plans now then you are on. Faster speeds lower rates. Nothing else would change, BUT low and behold I get hit with overage charge just from watching netflix. I call and they say "oh you gave up unlimited data when you changed plans" No I didnt as I wouldn't have changed as matter of fact I asked specifically. Rep said yes you were told, REALLY, said they record all calls. Ok let me here the call, NO that is for their internal use only. LIARS!!!!!!!!!!!!!!!! I hate unscrupulous companies and I will find a different provider. BEWARE!!!!!!!!!!!!!!!!
9 years ago
Daniel Bowling
My plan (5mb download/1mb upload) price has increased from 39.95 a month (plus taxes and fees) to 48.95 a month (plus taxes and fees) in a one years time frame. They also added a 8.99 PC Care support that I was unaware of for 4 months (my fault for not paying closer attention to my statement). I was supposed to have a 2 yr agreement but was told that they could raise the equipment rental fee (which is not listed seperately from my monthly service plan price). This is false advertising as it states a 39.95 price for 2 yrs. They don't tell you that the equipment fee will skyrocket the first year. If I had more options available to me living out in the country, I would drop them.
9 years ago
Mark Logan, UT
Rise Broadband is one of the worst companies we have ever had to deal with, and we're stuck with them for another year, as we refuse to pay the $250 early termination fee! Here are some reasons why you should avoid them like the plague:
1. Horrible customer service. We call them and complain regularly about terrible service, billing issues, etc. and they are rude, unapologetic, and completely unhelpful. You get nowhere with these people, and it is absolutely infuriating.
2. We've requested paper statements for the entire year we've been with them (we don't check email very often). We've managed to get ONE paper statement in that time. Their system is buggy and reverts to paperless statements every month. When we call them about it, NOTHING is done about it (see point 1 above).
3. The service itself is terrible. We get nowhere near the advertised speeds, and the connection is spotty and unreliable at best (no it's not my router).
4. We switched to Rise Broadband from Comcast hoping to save some money, but the time and frustration we've spent dealing with the fallout of this decision has made it a very expensive mistake. A mistake that we regret everyday.
I could go on and on, but the moral of the story is to stay away from Rise Broadband!
10 years ago
Rob Emmett, ID
Data usage jumped from 165Gb one month to 330Gb the next even though we reduced our time on the internet drastically. We do not use streaming and were shutting the router down at night. I shut the router down for 84 hours straight and Rise said I used 35Gb during this time. A customer service rep said I use date while my router is off and I do not have access to Rise. Rise has no idea how it happened even though they have admitted their is a problem, according to them I am still using an average of 10Gb per day whether I am using the internet or not. For 10Gb per day over, it will cost $3.50. At this rate I will be paying $35 to $45 in overages fees per month for data I am not using.
10 years ago
Krista Mapleton, UT
Had a bunch of company at our house the first month of service and received a notification stating we were getting close to our limit for the month. Thinking we maybe we used so much because we had so many people at our house, we shut the internet off for some days as to not go over. Messaged them on chat wondering how we could be getting close to our maximum usage as we were told that we would have more than enough for our family. Not knowing that we would need more because we have never had to track it, I believed what I was told several times, that 350 was more than enough for us. Have since messaged two or three times more concerned with usage as ten days into our new month we received another alert. Was barely told yesterday that we should lower our settings on Netflix and limit the time our kids are on games. The second person I talked to when I asked to talk to the person in charge, said we would have to pay a $250 early termination fee, and when I asked to talk to the President of the company was told that was the answer and it wasn't going to change. Then at 3:07 asked me if I had anymore questions. As I was in the middle of typing and sending a response at 3:07 my message was sent and she closed out the chat. Well to give the benefit of the doubt if it was accidentally closed, they had my phone number and I would receive a call right? Never got a call. Emailed them this morning and a new guy told me they would not waive the $250 cancellation fee and never offered an apology for the rudeness that happened yesterday getting shut off the chat before making sure I was done, until I brought it specifically up and told him they have really poor customer service. It's not like we've had the service for months, or that I didn't make it known several times that this probably wasn't going to work for us. I realize there has to be rules and guidelines, but each individual circumstance also should be taken into consideration. We were with Comcast for years and just recently moved to an area we can't get them. Never had an issue with customer service and honestly they went above and beyond to make sure we were happy. So we've now had Rise for 54 days today, and expected to go another twenty two months not having enough data to support our families usage. Very poor management and customer service. I left both of my phone numbers with two different people asking that the President or a person in charge call me and still have not received a call.
10 years ago
Ron Lehi, UT
I have been with Rise Broadband for 6 years now. Everything was great until Rise Broadband bought out Digis. As soon as that happened my speeds took a nosedive. I used to be able to stream multiple devices at the same time. Then they said I was using to much data and were going to charge me. They said I could sign a two year contract to get unlimited data. I was fine with that because I had great speeds. Well speeds have went down ever since. Now at night when everyone is streaming all I get is buffering and we can't stream anything. I called to increase speeds and they told me that if we change speeds they will put a cap on the data we use and will charge me if I go over. They are not polite at all and are completely unwilling to work with me. I have a year left on my contract and if I cancel they will charge me a $250 cancellation fee. I feel completely helpless, overcharged, and underservised. I can not wait for the day when I am not under contract anymore so I can cancel. This is a terrible company. Never use them!
10 years ago
Shane Provo, UT
Pretty rough company to work with and for - I started working for them when the Utah division was still Digis. I feel like they're more concerned about making the extra buck than taking care of their customers. Most of their towers seem to be overloaded, which won't allow for the speeds you're paying for, and a lot of times you get less than 10%. They recently started adding fees as well that weren't technically part of the service price so they could get away with saying "we won't change your monthly service bill" even if you're in a contract with them. Personally, I would look elsewhere. Spotty service at best with shady business practices.
10 years ago
Chad Reynolds Sanger, TX
Your internet service is ridiculous. The worst customer service I have ever experienced!!! Short story: Internet is barely working most of the time and extremely slow now. When it works like its suppose to, it's great.
I spend more time rebooting my router and the dish more than I actually use the service. When I call about the extremely slow speed, I get treated poorly. As if your company could care less if I'm a customer or not. I am currently writing as May reviews on as many websites as possible about my experience with your company. I will and have been telling everyone in my area to stay away from your internet service!!! I will be contacting BBB soon and file a complaint. I pay for 20 g speed and I barely get 2 g most nights. Been like this for almost a month and none of you care...
Keep treating your customers like you have been and provide the worst internet service can buy, your company will suffer greatly!!!
Have a nice day :)
10 years ago
Review Source
Ponch Thompson South Jordan, UT
We have used their Wireless Internet option. The install team was great. The customer and technical support was also great.
Rise has acquired other Wireless broadband providers over the years. Their offering is solid but the prices have gone up A LOT over the past few years making the option too cost prohibitive.
7 years ago
Reply from Rise Broadband
Thank you so much for your kind words, Ponch. We really appreciate you taking the time out to share your experience with us. Cheers, Rise Broadband
Jul. 22nd, 2019
Review Source
Angela Nelson Pleasant Grove, UT
We used to have Rise Broadband but have since switched to cable internet because we had too many fluctuations in service. It seemed like any bad storm affected our service. The speed was also very slow and I did not like the data cap. During the summer of school vacations, watching movies or other streaming TV easily puts you up against the data cap. Customer service was decent, though, and if satellite internet is your only option then this service works ok.
7 years ago
Review Source
Jo Lars Pleasant Grove, UT
I had Digis, then Rise Broadband, because there were very few options in my neighborhood. My service was constantly going out and my speeds were slow. Technicians came out fairly quickly to resolve the issues and customer service agents were always very helpful but the frequency for service interruption led to me switching as soon as a new carrier came to my neighborhood.
8 years ago
Jacob Galvan OK
It's ok, but it goes down quite a bit. And if you are in the country, if that's all you got, what else can you do buy bend over and take it. Even without dinner or a kiss first. It is what it is. Of I had other choices, I would take it! 🤷♂️
5 years ago
Reply from Rise Broadband
Jacob, We are terribly sorry you had an unsatisfactory experience with us. If you'd like to get in touch with us regarding your dissatisfaction, please send an email to feedback@risebroadband.com along with your account information and the nature of the situation. Give us a chance to make things right.
Thank you,
Rise Broadband
Thank you,
Rise Broadband
Jul. 8th, 2021
Anthony Dallas, TX
What goes on I am not a customer probably never will be on the way to work Friday March 12th at 5:45 a.m. a Salesman or a installer in a Chevy Silverado crew cab pickup with a ladder rack ran through three stop signs almost hit caught up with him on interstate sing the sign rise broadband so I'm leaving a message that's the way your workers Act and drive put people's lives in danger for what I will let everybody know y'all have a great day
5 years ago
Reply from Rise Broadband
Anthony, Thank you for letting us know about this situation. We take your report very seriously. We'd like to contact you to gather more information about where this occurred so we can take corrective actions. I am going to send you a private message. Thank you
Mar. 15th, 2021
