My services with Rise began in February of 2018, using them as the internet source for our small business, [redacted] ***Since this time we have experienced the following issues with the only resolution being very limited compensation for days the internet was out Upon Rise informing us that our location would not support internet phone, or VOIP, they admittedly proceeded in error to port our business phone number which had been in use by our customers for many yearsIn doing so they left us without a phone at our restaurant for customers to call for over daysUpon escalation of this issue to their corporate offices and our request for compensation related to the loss of sales, the company only offered to provide a month of free internet for the inconvenience, leaving us to take the blow financially for the hundreds of dollars lostTo make matters worse, we were unable to get our number back from them, and were forced to get a new phone number and pay to adv
I have been a customer since 2012; first with ***, and now Rise Broadband, since they bought out *** In February 2017, I received a letter inviting me to lower my monthly payment from $a month to $a month for the very same service, and I would also receive a gift card for $150.00, if I extended my contract for another years It sounded like a great deal, and I had been pretty happy with my service up to this point, so I called and took advantage of the offer Then the problems started! Problem # The representative on the phone told me an email would be sent to me containing information about how to get the $gift card The email never came I called a month later and was told it should be coming in the next week or so, it did not It still has not come Problemt # I was billed $in February and in March In April, I was billed $and told I used more than data than my plan allowed I am on an unlimited data plan, so how could th
I received a Advertisement in the mail from Rise Broadband that was advertising the Company's "faster high speed internet is now available in your area" so I contacted the company through its website at www.risebroadband.comThe FIRST information they wanted was to be able to tell me if I was in their service areaI put in my zip code as required and a few seconds the screen came back saying that I WAS in their service area The next step is to complete the their form so they could make an appointment for installAfter starting to fill out their form with my name and address a "Chat " screen became available and I did have questions about how to reference the level of service I wantedThe chat person (sorry, I don't remember her name) asked me if I would be interested in [redacted] **? I informed her that I already had [redacted] **The next information I received was that they could not provide me with internet service because I already had [redacted] Well I was not calling for satell
Rise Broadband added "PC services" to my contract without proper notificationWhen contacted Rise said notification was sent by email but no dates could be providedI receive billing emails from Rise but cannot find any emails describing additional charges When challenged, only then months of improper billing could be removed unless I agreed to stay on with the service for additional monthsThis is unacceptable business practices I was further instructed to the web site to see the detail billing, but viewing the detailed statement for each month does not show the details of the additional chargesThey are hidden somewhere in the monthly service charge
After a power outage, I began to receive data overage charges In one instance Rise claimed that I had used 150+ GB of data in two days when I have never used more than 360GB in a month prior On top of that, nobody was even in my house for one of those days After dealing with rude customer service agents for several weeks and paying multiple overage charges that I am certain were false, I decided to cancel my service I paid the $200+ dollar early termination fee as well as all charges due The technician that came to retrieve the equipment heard our story and agreed that there was no way that we could have used that much data That being said, I was satisfied to just terminate my service and move on I changed service to [redacted] and according to them, my data usage has returned to the ~300-350GB per month range Now, over a month later I received ANOTHER bill from Rise for more data overages It seems clear to me that the issues were with Rise Broadband and not
I have been a customer of Rise since they bought out [redacted] several years agoWas also with [redacted] prior to the aquisition so the changeover was seamless to meInternet service (speed and availability) began to deteriorate with RiseAfter a few months of unacceptable service and several calls without resolution, I contacted Rise to see if a better plan was availableI was advised that I was grandfathered on an old mb plan that had been discontinued, but a better plan with 5mb download speed was now available for only a few $'s more, however a year contract was reguiredNo equipment change was necessaryI agreed to the contract expecting improved peformanceSince the beginning of the agreement the service has been no better than beforeIf fact it had been worseSpeed has been slow at less than mb and thats when connectivity could be accomplishedAccess has been very sporatic, sometimes down for days and a couple of times for over a weekEvery time I have called for proble
I called Technical support of Rise Broadband on: 01/24/after a complete service interruption NO INTERNET CONNECTION at all After being on hold for 20+ minutes to speak to "Theodore" in technical support, he told me after minutes of disconnecting and reconnecting equipment he has to call me back He called me back 15-minutes later and explained that he cannot "see" his own equipment and that he has to send a technician out at the earliest available date: 02/08/ No earlier date available! He put me on the "Flex-schedule" in case an earlier date would become available But no such luck! When I called again today: 02/01/to either re-establish service or cancel my current service, another technical support rep "Brenda" or "Chris" was able to remotely fix my issues in (five) minutes I was then transferred to customer support to get a credit for the time of no internet connection After waiting for 20+minutes to get connected to customer service I was then
• 5/15/I called Rise Broadband regarding the change in monthly billing amount from $to $Taylor, in billing department explained that my 2-year contract had expired I was transferred to Hector, in new accounts departmentHector presented a new 2-year planFirst year would be $a monthSecond year would be $a monthPlan to expire May There would be a $residential installation fee that would be split over the first three months ($+ $49.95) for $ I accepted the new contract-PAY-AS-YOU-GO-SUPPORT, RES 2YR 5MB PROMO as verbally presented to me by Hector • 07/17/I called Rise Broadband regarding billed amount of $95.74, spoke with TaylorHe was unable to assist; a supervisor would call me in hours • 7/20/I called Rise Broadband as no supervisor returned a call to meSpoke with Ricardo, he explained that Hector’s plan would not be honored and that I would be paying $a month for two years I wanted a supervisor to
Brief summary: CrammingPlacing unauthorized charges/services on account with vague and deceptive notification that you must contact them to opt-out of a service you did not request Details: Rise Broadband sent a letter advertising an optional service called "PC Care" At first, I dismissed the notification because it is presented as an optional service and not something I wanted However, the wording in the letter caused me concern and I decided to contact the company via on-line chat They confirmed that "Yes", they did sign me up as of Sept without my permission Further, they acknowledged that they signALL residential customers Their excuse was their terms and conditions allow changes in services and fees Changes in services and fees are price changes- not cramming optional services with required opt-out Further, the initial letter clearly states "To take advantage- call xxx" indicating you would call to enable the service This is not the case In my on-
Rise is overbilling on overages for uploaded/dataThey state in their Notice of Purchase email's: You have received this letter because during this billing cycle you have uploaded/downloaded large amounts of data in the amount of which has exceeded your purchased monthly data usage of and you have now purchased GB of additional usageA $charge has been applied to your account, your current data usage balance is $You will be notified in the event that you use the full GB of data and you purchase additional usageThen you get your monthly statement and the amount you have been charged is different from the last email you were sent On My 7/30/Notice of Purchase they show I owe $but on the billing they show I owe $a difference of $ On my 8/30/Notice of Purchase they show I owe $but on the billing they show I owe $a difference of $ On my 9/30/Notice of Purchase they show I owe $but on the bill
I am making this complaint through your agency as this is the address they show as their corporate address I am located in [redacted] *** Rise Broadband is continuously raising rates without delivering on promised upgrades and better internet service My service is constantly being interrupted Each of the last months my rate has increased from $to $to my most recent billing of $(these are a few of the examples, rates are raised virtually every month) I have contacted the company numerous times, sometimes by email to which I have never received a response, to calling customer service only to be told rate increases were due to equipment upgrades I believe this company is operating under pretenses They are making statements concerning rate increases are to provide better customer service and then failing to provide that better customer service I feel they need to be investigated Thank you for your help!
The service this company provides has become less and less satisfactoryIt has downgraded my serviceAnd, when I called to ask whythey denied doing soI'm still having intermittent connectivity issues Recently, this company wanted to add additional services for which it could charge-without my permissionAll without my knowledgeI discovered this by inquiring about an increase on my monthly bill I opted out of this additional service and told them not to charge me for itI don't like this company's business practices
I called June to ask about slow internet I was told by [redacted] that she had reset the roof dish twice and the speed got a little better but still not great She said she would have a tier two person contact me No one called me so I called again on June First I spoke with [redacted] who said she was fixing some stuff Speed did not improve She lost our connection, called back, and then lost me again No call back I called back and talked to *** He said there might be a problem with the tower and he was going to put me on hold Twenty-eight minutes later the phone disconnected and he did not call back Tried to live chat with [redacted] and she told me I needed to call in I told her I had spent two and a half hours already trying to call in and I needed a manager I was told I would have to call in to get a manager Very poor customer service Why am I paying for internet when I can't get it properly and they can't or won't fix their problems
I am paying for Mbps download speeds and Mbps upload speedsWith ONLY one wired device connected (not WiFi), I only get down and up I am seeking consistent Internet speeds Numerous support tickets in their system in the past year If only phone or chat support was able to "do" more or escalate in real-time, then issues might be resolved quicker (yes, support is pretty horrible) Long wait times to reach a human, all circuits busy when called, chat hangs up on you, etc I get that they can't "guarantee" it will always be 20Mbps, but come on...MOST of the time it should be right there or within a couple
I am paying for high speed service through Rise Broadband and I have contacted their technical support team several times to see why the service is not performing since I am in a two year contract I am getting tired of paying for a service I am not receiving
Rise Broadband has got to be one of the worst internet providersI have had their service for months and I am constantly calling to say I am not getting what I pay for and what I pay for is mbps at a monthly rate of $Let say this I have never got the mbps Im lucky if I get one or two but I still pay them every monthWhen I call to complain I get the run around First I was told it was my router, so I buy a new router and after a month they shut me down saying my router had become an access pointSo the only solution was to rent their router at $a monthThis still did not resolve the speed problemFor months we are constantly having to reset itOur nightly programming is "buffering" This is what we watch 90% of the timeSo they sent a tech out once and the other time he just called and upgraded me to mbps I thought for sure I would at least see by doing thatBut hers the catch he never told me that by upgrading from the to the that I would lose my u
We upgraded our equipment and signed a yr contract with Rise in June Everything was fine until the end of July when we noticed that our download speeds were slow - less than mbp and we are paying for Have contacted them and spent hours on the phone and the problems continues Always get the same line - We are passing it up to Tier and please call back if the problem is not resolved in the next few days This has been going on for almost weeks now We can't do any work at home and our children can't complete school work because of the download speed I was told on the first phone call that the problem is with some software program that keeps reverting us back to our old plan The problem is with them and not our equipment I will be pursuing legal action if this is not resolved this week as I cannot keep wasting my time every week on the phone with them going through the same crap every time And then they try to sell me [redacted] in the process What a lousy compan
I signed a contract with this company back in early March. The contract states that I am entitled to 350gb of data per billing cycle. Every month since then they have charged me for every gb of data Ive used over 150gb. They have cancelled my service twice due to non-payment of these overages which comes out to another $70 added to my bill for reconnection fees. Every month since March they have also tacked on a $15 late fee charge to my account for not paying these data overage charges in time. I, in fact, do not owe these monies due to the error being completely on their end. I have called at least four times a month since March to rectify this problem with no solution. I have been promised a call back by a supervisor every time Ive called and havent received one to date.
I had internet service with [redacted] in [redacted] and was unhappy with their service Rise Broadband dba [redacted] came to town and was offering their service that they advertised as faster, more reliable, no bundling required and for a slimited time free installation I went into their agents office which also offers Hughes network, [redacted] **, [redacted] , and *** Lady I talked to said [redacted] (Rise Broadband) would be the way to go for me They offered mbps, mbps, and mbps service at a reasonable price and since they were new in town, they were offering, for a limited time, service that would included unlimited data and free installation We scheduled the install for about a week later for their mbps services Their Tech came and installed the antenna and wiring and got me sand running No where in their advertising, nor in conversation with their agent, nor in conversation with their installer mentioned anything about a two-year contract I was please with their speeds
My services with Rise began in February of 2018, using them as the internet source for our small business, [redacted] ***Since this time we have experienced the following issues with the only resolution being very limited compensation for days the internet was out Upon Rise informing us that our location would not support internet phone, or VOIP, they admittedly proceeded in error to port our business phone number which had been in use by our customers for many yearsIn doing so they left us without a phone at our restaurant for customers to call for over daysUpon escalation of this issue to their corporate offices and our request for compensation related to the loss of sales, the company only offered to provide a month of free internet for the inconvenience, leaving us to take the blow financially for the hundreds of dollars lostTo make matters worse, we were unable to get our number back from them, and were forced to get a new phone number and pay to adv
I have been a customer since 2012; first with ***, and now Rise Broadband, since they bought out *** In February 2017, I received a letter inviting me to lower my monthly payment from $a month to $a month for the very same service, and I would also receive a gift card for $150.00, if I extended my contract for another years It sounded like a great deal, and I had been pretty happy with my service up to this point, so I called and took advantage of the offer Then the problems started! Problem # The representative on the phone told me an email would be sent to me containing information about how to get the $gift card The email never came I called a month later and was told it should be coming in the next week or so, it did not It still has not come Problemt # I was billed $in February and in March In April, I was billed $and told I used more than data than my plan allowed I am on an unlimited data plan, so how could th
I received a Advertisement in the mail from Rise Broadband that was advertising the Company's "faster high speed internet is now available in your area" so I contacted the company through its website at www.risebroadband.comThe FIRST information they wanted was to be able to tell me if I was in their service areaI put in my zip code as required and a few seconds the screen came back saying that I WAS in their service area The next step is to complete the their form so they could make an appointment for installAfter starting to fill out their form with my name and address a "Chat " screen became available and I did have questions about how to reference the level of service I wantedThe chat person (sorry, I don't remember her name) asked me if I would be interested in [redacted] **? I informed her that I already had [redacted] **The next information I received was that they could not provide me with internet service because I already had [redacted] Well I was not calling for satell
Rise Broadband added "PC services" to my contract without proper notificationWhen contacted Rise said notification was sent by email but no dates could be providedI receive billing emails from Rise but cannot find any emails describing additional charges When challenged, only then months of improper billing could be removed unless I agreed to stay on with the service for additional monthsThis is unacceptable business practices I was further instructed to the web site to see the detail billing, but viewing the detailed statement for each month does not show the details of the additional chargesThey are hidden somewhere in the monthly service charge
After a power outage, I began to receive data overage charges In one instance Rise claimed that I had used 150+ GB of data in two days when I have never used more than 360GB in a month prior On top of that, nobody was even in my house for one of those days After dealing with rude customer service agents for several weeks and paying multiple overage charges that I am certain were false, I decided to cancel my service I paid the $200+ dollar early termination fee as well as all charges due The technician that came to retrieve the equipment heard our story and agreed that there was no way that we could have used that much data That being said, I was satisfied to just terminate my service and move on I changed service to [redacted] and according to them, my data usage has returned to the ~300-350GB per month range Now, over a month later I received ANOTHER bill from Rise for more data overages It seems clear to me that the issues were with Rise Broadband and not
worst company ever paying for speeds up to 20mbps and getting if lucky
I have been a customer of Rise since they bought out [redacted] several years agoWas also with [redacted] prior to the aquisition so the changeover was seamless to meInternet service (speed and availability) began to deteriorate with RiseAfter a few months of unacceptable service and several calls without resolution, I contacted Rise to see if a better plan was availableI was advised that I was grandfathered on an old mb plan that had been discontinued, but a better plan with 5mb download speed was now available for only a few $'s more, however a year contract was reguiredNo equipment change was necessaryI agreed to the contract expecting improved peformanceSince the beginning of the agreement the service has been no better than beforeIf fact it had been worseSpeed has been slow at less than mb and thats when connectivity could be accomplishedAccess has been very sporatic, sometimes down for days and a couple of times for over a weekEvery time I have called for proble
I called Technical support of Rise Broadband on: 01/24/after a complete service interruption NO INTERNET CONNECTION at all After being on hold for 20+ minutes to speak to "Theodore" in technical support, he told me after minutes of disconnecting and reconnecting equipment he has to call me back He called me back 15-minutes later and explained that he cannot "see" his own equipment and that he has to send a technician out at the earliest available date: 02/08/ No earlier date available! He put me on the "Flex-schedule" in case an earlier date would become available But no such luck! When I called again today: 02/01/to either re-establish service or cancel my current service, another technical support rep "Brenda" or "Chris" was able to remotely fix my issues in (five) minutes I was then transferred to customer support to get a credit for the time of no internet connection After waiting for 20+minutes to get connected to customer service I was then
• 5/15/I called Rise Broadband regarding the change in monthly billing amount from $to $Taylor, in billing department explained that my 2-year contract had expired I was transferred to Hector, in new accounts departmentHector presented a new 2-year planFirst year would be $a monthSecond year would be $a monthPlan to expire May There would be a $residential installation fee that would be split over the first three months ($+ $49.95) for $ I accepted the new contract-PAY-AS-YOU-GO-SUPPORT, RES 2YR 5MB PROMO as verbally presented to me by Hector • 07/17/I called Rise Broadband regarding billed amount of $95.74, spoke with TaylorHe was unable to assist; a supervisor would call me in hours • 7/20/I called Rise Broadband as no supervisor returned a call to meSpoke with Ricardo, he explained that Hector’s plan would not be honored and that I would be paying $a month for two years I wanted a supervisor to
Brief summary: CrammingPlacing unauthorized charges/services on account with vague and deceptive notification that you must contact them to opt-out of a service you did not request Details: Rise Broadband sent a letter advertising an optional service called "PC Care" At first, I dismissed the notification because it is presented as an optional service and not something I wanted However, the wording in the letter caused me concern and I decided to contact the company via on-line chat They confirmed that "Yes", they did sign me up as of Sept without my permission Further, they acknowledged that they signALL residential customers Their excuse was their terms and conditions allow changes in services and fees Changes in services and fees are price changes- not cramming optional services with required opt-out Further, the initial letter clearly states "To take advantage- call xxx" indicating you would call to enable the service This is not the case In my on-
Rise is overbilling on overages for uploaded/dataThey state in their Notice of Purchase email's: You have received this letter because during this billing cycle you have uploaded/downloaded large amounts of data in the amount of which has exceeded your purchased monthly data usage of and you have now purchased GB of additional usageA $charge has been applied to your account, your current data usage balance is $You will be notified in the event that you use the full GB of data and you purchase additional usageThen you get your monthly statement and the amount you have been charged is different from the last email you were sent On My 7/30/Notice of Purchase they show I owe $but on the billing they show I owe $a difference of $ On my 8/30/Notice of Purchase they show I owe $but on the billing they show I owe $a difference of $ On my 9/30/Notice of Purchase they show I owe $but on the bill
I am making this complaint through your agency as this is the address they show as their corporate address I am located in [redacted] *** Rise Broadband is continuously raising rates without delivering on promised upgrades and better internet service My service is constantly being interrupted Each of the last months my rate has increased from $to $to my most recent billing of $(these are a few of the examples, rates are raised virtually every month) I have contacted the company numerous times, sometimes by email to which I have never received a response, to calling customer service only to be told rate increases were due to equipment upgrades I believe this company is operating under pretenses They are making statements concerning rate increases are to provide better customer service and then failing to provide that better customer service I feel they need to be investigated Thank you for your help!
The service this company provides has become less and less satisfactoryIt has downgraded my serviceAnd, when I called to ask whythey denied doing soI'm still having intermittent connectivity issues Recently, this company wanted to add additional services for which it could charge-without my permissionAll without my knowledgeI discovered this by inquiring about an increase on my monthly bill I opted out of this additional service and told them not to charge me for itI don't like this company's business practices
I called June to ask about slow internet I was told by [redacted] that she had reset the roof dish twice and the speed got a little better but still not great She said she would have a tier two person contact me No one called me so I called again on June First I spoke with [redacted] who said she was fixing some stuff Speed did not improve She lost our connection, called back, and then lost me again No call back I called back and talked to *** He said there might be a problem with the tower and he was going to put me on hold Twenty-eight minutes later the phone disconnected and he did not call back Tried to live chat with [redacted] and she told me I needed to call in I told her I had spent two and a half hours already trying to call in and I needed a manager I was told I would have to call in to get a manager Very poor customer service Why am I paying for internet when I can't get it properly and they can't or won't fix their problems
I am paying for Mbps download speeds and Mbps upload speedsWith ONLY one wired device connected (not WiFi), I only get down and up I am seeking consistent Internet speeds Numerous support tickets in their system in the past year If only phone or chat support was able to "do" more or escalate in real-time, then issues might be resolved quicker (yes, support is pretty horrible) Long wait times to reach a human, all circuits busy when called, chat hangs up on you, etc I get that they can't "guarantee" it will always be 20Mbps, but come on...MOST of the time it should be right there or within a couple
I am paying for high speed service through Rise Broadband and I have contacted their technical support team several times to see why the service is not performing since I am in a two year contract I am getting tired of paying for a service I am not receiving
Rise Broadband has got to be one of the worst internet providersI have had their service for months and I am constantly calling to say I am not getting what I pay for and what I pay for is mbps at a monthly rate of $Let say this I have never got the mbps Im lucky if I get one or two but I still pay them every monthWhen I call to complain I get the run around First I was told it was my router, so I buy a new router and after a month they shut me down saying my router had become an access pointSo the only solution was to rent their router at $a monthThis still did not resolve the speed problemFor months we are constantly having to reset itOur nightly programming is "buffering" This is what we watch 90% of the timeSo they sent a tech out once and the other time he just called and upgraded me to mbps I thought for sure I would at least see by doing thatBut hers the catch he never told me that by upgrading from the to the that I would lose my u
We upgraded our equipment and signed a yr contract with Rise in June Everything was fine until the end of July when we noticed that our download speeds were slow - less than mbp and we are paying for Have contacted them and spent hours on the phone and the problems continues Always get the same line - We are passing it up to Tier and please call back if the problem is not resolved in the next few days This has been going on for almost weeks now We can't do any work at home and our children can't complete school work because of the download speed I was told on the first phone call that the problem is with some software program that keeps reverting us back to our old plan The problem is with them and not our equipment I will be pursuing legal action if this is not resolved this week as I cannot keep wasting my time every week on the phone with them going through the same crap every time And then they try to sell me [redacted] in the process What a lousy compan
I signed a contract with this company back in early March. The contract states that I am entitled to 350gb of data per billing cycle. Every month since then they have charged me for every gb of data Ive used over 150gb. They have cancelled my service twice due to non-payment of these overages which comes out to another $70 added to my bill for reconnection fees. Every month since March they have also tacked on a $15 late fee charge to my account for not paying these data overage charges in time. I, in fact, do not owe these monies due to the error being completely on their end. I have called at least four times a month since March to rectify this problem with no solution. I have been promised a call back by a supervisor every time Ive called and havent received one to date.
I had internet service with [redacted] in [redacted] and was unhappy with their service Rise Broadband dba [redacted] came to town and was offering their service that they advertised as faster, more reliable, no bundling required and for a slimited time free installation I went into their agents office which also offers Hughes network, [redacted] **, [redacted] , and *** Lady I talked to said [redacted] (Rise Broadband) would be the way to go for me They offered mbps, mbps, and mbps service at a reasonable price and since they were new in town, they were offering, for a limited time, service that would included unlimited data and free installation We scheduled the install for about a week later for their mbps services Their Tech came and installed the antenna and wiring and got me sand running No where in their advertising, nor in conversation with their agent, nor in conversation with their installer mentioned anything about a two-year contract I was please with their speeds