Rise Broadband
3.3
4.8
Overall Score
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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.
4 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!
4 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.
4 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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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!!!
5 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.
5 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.
5 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.
5 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.
5 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.
5 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!!!
5 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!
5 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 $!!!
5 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.
5 years ago
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.
5 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!
5 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!
5 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.
5 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.
5 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.
6 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.
6 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.
6 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.
6 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.
6 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.
6 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.
6 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.
6 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.......
6 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.
6 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.
6 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.
6 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.
6 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.
6 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.
6 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!
6 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.
6 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.
6 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.
6 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.
6 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!
6 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.
6 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
6 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.
6 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!
6 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.
6 years ago
