ComplaintsforRise Broadband

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Firstly, we previously had a different provider that was doing just fine. We never had any problems or issues. However, a rise broadband salesman (had their company shirt on) came to our door and made promises. He told us that the install would be free, the equipment would be free, and our first month would be free. The price per month was also lower than what we were paying. We decided to switch because we were promised faster speeds as well. Our previous providers price was about $35-40 more, but I would have rather paid more for a service that did not have so many issues compared to rise broadband. When the person came to install, they asked for payment up front and we had to pay them. First red flag. I refuse to pay them, so they left and scheduled another appointment date. When they came back they said that we could pay through the website. So we did that instead, needless to say we did not get the first month free like promised. Second red flag. After having the service for a month we began to have several outages, and the internet speed is significantly slower than what we are paying for. It's also slower than are previous provider. To my understanding the installers are sometimes third party contractors. They left the lines all over our yard. Someone came back a week later who might also be a third party contractor to bury them in our yard. Third red flag. We have now had rise broadband fiber internet for close to 7 months since December 2023. We have consistent outages that can last for hours, overnight, or the entire day. This is a huge inconvenience since we do work from home and we also homeschool. We pay a full price for a service that we are not getting full satisfactory for. The customer service is not that great since we don't even get discounted for the days that we do not have service. Be aware, especially if you rely on Internet for work or schooling. You will definitely have to figure out a way to compensate for the days that there are outages.

  

  Business response

  07/26/2024

  7/26/2024
  Customer Name: *********************************
  Attention: *******************************
  
  RE:  FCC Case #******** Connectivity Issues
  
  Dear *******************************,
  
  Thank you for contacting us through the BBB. As we discussed over a call, we identified several outages in your area over recent months. We know outages are an inconvenience and frustrating. We want to assure you that our teams are working to improve the stability of our network to meet our high expectations to provide a reliable, quality service.
  
  During our call you also expressed concerns regarding slow speeds but after some additional speed testing the issue appears to be resolved. If you experience slow speeds in the future, please call our technical support teams to evaluate your connection. We are available to help!
  
  We apologize your experience as a new Rise customer has been difficult and frustrating. We value your feedback, and we are dedicated to improving your experience.
  
  A two-month credit has been applied to your account because of the service issues and poor customer experience. The adjustment will reflect on your next statement.
  
  Thank you for being a valued Rise customer!
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services
  

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Rise Broadband customer for over 6 months. At first the fiber internet worked great but now it is always down and I work from home remotely and it is very hard to do my job when your internet service is down. Lately it has been down every day to every few days this just isnt great customer service and something needs to be done with the situation.

  

  Business response

  07/26/2024

  Dear *****************************,
  
  Thank you for contacting us through the BBB. We attempted to contact you by phone to discuss your concerns but were unable to reach you.
  
  We identified several outages in your area over recent months. We want to assure you that our teams are working to improve the stability of our network to meet our high expectations to provide a reliable, quality service.
  
  We have applied a one-month credit due to the service interruption. The adjustment will reflect on your next statement.
  
  Thank you for being a valued Rise customer!
  
  Best regards, 

  *************************
  Rise Broadband
  Executive Services
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on a call back list several times in regards of poor service and have been dodged every way possible by management, customer service is a joke and doesnt help anything nor anyone. Im expected to pay bills while my service cant be used 99% of the time. They went around my town advertising a fast and reliable internet service however I cannot use my internet at night or early mornings, and most times not even during the day, their service goes out almost everyday and the company has done absolutely nothing to make it better. Management does NOT care about the problems and they do NOT care about making sure their customers are happy with the service. They will gladly take your money while your service remains off and unable to be used. This business needs to be sued into the ground for advertising a product the way they did.

  

  Business response

  07/26/2024

  7/26/2024
  Customer Name: ***************************
  Attention: ***************************
  
  RE:  FCC Case #******** Connectivity Issues
  
  Dear ***************************,
  
  Thank you for contacting us through the BBB. As we discussed over a call, we identified multiple outages that have impacted your service recently. We apologize for the inconvenience and appreciate your patience as our field teams worked through resolving the issues in your area. 
  
  Additionally, we apologize for the lack of follow through from our leadership team. We have provided a one-month credit that will be reflected on your next statement.
  
  We appreciate your feedback. Thank you for being a valued Rise customer!
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been numerous disruptions of service within the last 2 months. The frequency of outages has increased over the last 2 weeks. **************** lacks the ability to provide information about service restoration. The lack of service has been community wide. Numerous customers have been affected for extended periods of time.

  

  Business response

  07/24/2024

  BBB #******** - Service Issues
  
  Dear *************************,
  
  Thank you for contacting us through the BBB.?As discussed over a call, we identified network issues in June and July that impacted the performance of your service at times. We have confirmed with our field and network teams that the issues are now resolved.
  
  Additionally, there were configuration issues with your router that were contributing to the service issues and those settings have since been corrected and the issue is resolved.
  
  We apologize for the connectivity issues; we understand these situations can be frustrating. We have provided the requested service adjustment which will reflect on your next billing statement.
  
  We hope this response provides clarification regarding your concerns. Thank you for being a valued Rise customer.
  
  Best Regards,
  
  ***************************
  Rise Broadband
  Executive Services

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rise Broadband advertise to bring fiber internet to the entire town of ******, **. All the billboards, advertisement, the customer case representatives, ATT&T technicians, and ************ assured that fiber internet service to our area/street. As they started to ***** the lines, they decided not to do the construction as it was first stated, yet their advertisement online and billboards say that they cover all of ******. They cut off construction a street right before city limits, when we were told that our street was getting fiber optic internet. With this decision, they have denied over 100+ families, including the fire fighter station, of getting good reliable internet. Again, their online advertisement and billboards state that all of ****** has access to their fiber internet services.

  

  Business response

  07/26/2024

  BBB #******** Serviceability inquiry
  
  Dear ***********************,
  
  Thank you for contacting us through the BBB. As discussed over a call, we are in the process of scheduling a site survey with field leadership to determine serviceability options for your location. I will be reaching out to you once scheduling has been finalized, per your request.
  
  Thank you for bringing attention to this opportunity. We hope to get you connected.
  
  Best Regards,
  
  ***************************
  Rise Broadband
  Executive Services

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last two months since the beginning of May 2024, ************* got spotty in May, but sometimes it actually worked. Then in June we noticed that while we were on vacation, we didnt have any service most of the time which affected our home security camera. Since we arrived at home on 6/27/2024, a week ago, we have had no service. I am having to plug my phone into my computer to access the Internet in order to pay bills or access our accounts or to update any spreadsheets or files, or to input our time sheets for volunteer work for an ************ by using our ******* cellular service, because we cannot get on the Internet at all. Even to print something on our printer, we have to print directly to the printer through our router because we cannot use the Internet provided by rise broadband to access the printer. My husband called Rise as soon as we realized that our Internet was down and after doing the usual things of rebooting our router, turning everything off and turning everything back on etc. They said they could probably get somebody here by July 8 two weeks from the date my husband called them. This is absolutely ridiculous when Im paying them $90 a month for service that were not receiving and having to use my cellular service for stuff that I should be able to use the Rise broadband service for. I see that they have a 30 day notice cancellation policy. Ill probably be stuck having to pay them another $90, for service, we are not going to receive. I want a two month credit $180 and the only equipment they have at our house is on the roof.

  

  Business response

  07/09/2024

  ***********************
  Attention:*********
  
  RE:  BBB Case #******** *************** Issues
  
  Dear ***********************,
  
  Thank you for contacting us through the BBB. We have made several attempts to reach you to discuss over a call but have been unsuccessful.
  
  On Monday,July 6th, a technician evaluated your local connection and determined there is a line of sight issue that is impacting the quality of service. Unfortunately, there is nothing more Rise can do to improve the service. Please let us know how you would like to proceed.
  
  We hope this response provides clarification regarding your concerns. Thank you for being a valued Rise customer.
  
  Best Regards,
  
  *************************
  Rise Broadband
  ********* Services

  Customer response

  07/10/2024

   
  Complaint: 21933701
  
  I am rejecting this response because:
  We will need a credit for two months of service you are unable to provide. $90 / month is rather steep if you dont have other towers to point your receivers at. The trees your tech pointed at arent even in our neighborhood much less our yard.  Additionally we spoke with your personnel multiple times, due to the lackadaisical attitude about scheduling a tech to even show up. We were told you would have a tech in the area on the 8th. Then on the 8th an attempt to reschedule the tech for the 22nd was made. Meanwhile we are paying $90 a month for that kind of crappy service? With the city putting in fiber optic lines and Starlink increasing its satellites, it seems you should be bending over backwards trying to keep customers, not giving them an excuse to dump you. 
  Sincerely,
  
  *********

  Customer response

  07/29/2024

  *****

  

  Business response

  07/31/2024

  ***********************
  Attention: *********
  
  RE:  BBB Case #******** *************** Issues (Rebuttal)
  
  Dear ***********************,
  
  Due to the reported service issues and the timing of the service call, a one-month credit was issued on July 8th.
  
  We would like to schedule a site survey with field leadership for a final review of service options at your location.
  
  We have attempted to reach you by phone and email but have not been successful. Please reach out to use directly at ************************************* so we can work through the scheduling details.
  
  Thank you!
  
  Best Regards,
  
  *************************
  Rise Broadband
  ********* Services

  Customer response

  07/31/2024

   
  Complaint: 21933701
  
  I am both rejecting & accepting this response because:
  First, I dont know where you got *****. It is *********************** and *************************. There is no ***** at this address, so somebodys gotten confused at some point.
  
  Second, we do not need somebody to come by to check anything out because that has already been done. The gentleman that came by, tried his darndest to get it to work, but because of trees in another neighborhood, not ours were blocking the view of the only tower he couldnt get it to work. There was not another tower he could point it at.
  However, we do need somebody to come by and remove the Rise equipment from the top of our house. Its accessible from the Front of our house without needing to enter the yard or the house. We bought our Linksys router at Best. It is not Rise equipment. We have canceled the ************ as of July 29, especially since we cant cut down trees that arent even in our neighborhood or our property.

  Third, we will accept the small credit that has been provided, despite the lack of service this past 3 months, which has caused us to use our cell phones as hot spots. Unfortunately, that doesnt work with our security camera which requires consistent Wi-Fi service. 
  
  Sincerely,
  
  **** and *************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rise broadband recent cane to our neighborhood and we where on of the first residential customers to sign up when it got to our street. Since then, we have had issue after issue in terms of reliability. We pay for 500mbs per second on fibre, but the reality is, when we do have internet it has extremely high latency, and most of the time, we dont even have that internet. It goes out every evening between 5:30 - 8:30 with no explanation from an support lines. We have had 3 techs and 11 phone calls with support all to no avail. This is a distribution center issue plain and simple. I know that, you know that, and yet we have gotten blamed for the problem multiple times. When we do get a person who is even willing to look into the issue, they always promise to send a ticket to the service center and send a tech out, but the tech never fixes the issue. They might fix in temporarily, but it just goes out again very soon after. We have even been told we would get a call about the reason our service keeps cutting out, but that was over 4 days ago and nothing. Its getting to a point where "turning it off and wait a minute" just doesn't cut it anymore.

  

  Business response

  07/02/2024

  6/28/2024
  Customer Name: ***************************
  Attention: ***************************
  
  RE:  FCC Case #******** Frequent Outages
  
  Dear ***************************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  There is a scheduled service call for today Tuesday, July 2nd to evaluate your connection. I will follow up after the service call is complete to ensure your service issues are resolved.
  
  Best regards,
  
  *************************

  Rise Broadband

  Executive Services

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The internet service at one of our locations has not been working for a week and the internet service provider doesn't provide any solution. They say that they can send a technician but they can't do that until June 13th. This outage affects our business really bad and the *** is not helping.

  

  Business response

  06/12/2024

  6/10/2024
  Customer Name: *******************
  Attention: *******************
  
  RE:  BBB Case #******** Technician Expedite Request
  
  Dear *******************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  Our attempts to discuss this matter over a call have been unsuccessful.
  
  Rise Broadband was able to expedite a Technician appointment to work on our equipment to today, June 10th, and services have been restored.
  
  Due to the issues experienced, we have provided two weeks of credit to your Rise Broadband account.
  
  Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
  
  Best Regards,
  
  

  *************************

  Rise Broadband Executive Services

• Initial Complaint

  05/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  System problems that have been recurring lately involving days of downtime and unable to use. **************** is unable to help with information of when service will be restored. Paying for days for no service is bad customer service.

  

  Business response

  06/03/2024

  May 31st, 2024
  *******************************
  RE:  BBB Case #******** Refund Request 
  
  Dear *******************************,
  
  Thank you for contacting us through the?BBB.?After reviewing the history on your account, we would like to share the following: 
  
  We have identified an issue with the tower that causes slow speeds at times. We apologize for the inconvenience and understand your frustration regarding this matter. This issue was resolved on May fully resolved on May 30th,2024.
  
  Rise is working to enhance our customer ********************** via email and text. Our goal is to automate our notification process in the future to improve the overall experience. Currently, there is an upfront status message system in place that provides notification of outages when customers call into Rise. Thank you for your patience while we are actively reviewing solutions to improve our customer **********************.
  
  We have provided 2 weeks of credit to your Rise Broadband account due to your service issues.  
  
  Thank you for being a valued Rise customer. We appreciate your patience as we worked through your service concerns. 
  
  Best Regards,
  

  Customer response

  06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called this company to cancel service on 1.27.24. Was told a case would be opened to have someone call us back for cancellation. On 1.29.24 we were charged $94.40. Got no return phone call from case opened on the 27th. Called again on the 1.31.24. Our service was disconnected on 1.31.24. At this time we requested a refund for the charge of $94.40 since the service was disconnected.Called the company a 2nd time to request a refund again and was told a refund would be issued. As of 5.18.24, no refund has been issued.

  

  Business response

  05/22/2024

  *************************
  
  RE:  BBB Case #******** Refund
  
  
  Dear *************************, 
  
  As discussed over the phone, after reviewing the account details there was a delay to your refund because of the unreturned Rise equipment. We have scheduled an appointment to retrieve the equipment and you can expect to receive a refund in the amount of $99.40 within 2-3wks.
  
  Thank you for your patience.
  
  Best,
  
  
  ***************************
  Executive Services
  
  ****************;St
  *******************
  
  
  E: *************************************  
  

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as the refund of 
  $99.40 is what I was seeking.

  However, it is worth noting that the return of the equipment was on the fault of Rise Broadband, not mine, as I asked for the equipment to be picked up and was told someone would call to arrange pickup. No call was made to me for arrangements. I, in fact, offered to deliver the equipment to them but was told i could not since there is no office local to me. I disagree with Rise Broadband that the return of the equipment is the reason for no refund. The lack of follow through on the company's part is the reason I did not receive my refund as I was told I would be.

  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩