I signed up with Skybeam which is now Rise Broadband on March 16, because it was the only internet company other then satellite that could be used for where I livedI signed up believing that there was no contract since it was never mentioned to me Knowing that I was only going to live at my place for year I figured I'd just have to stick with Rise Broadband for that entire year since it was my only optionEvery month I would pay my bill of $on timeHowever, in December Rise Broadband has changed the terms of our agreement of paying $for "10mbps" to $I was never notified of the up-charge and discovered it upon paying my monthly billI immediately contacted a service representative and they explained that the reasoning for the up-charge is because, "the increase is needed for the increasing demand." I argued with the representative saying that I never agreed to pay any more than what I was promised in the beginning which is $for 10mbps I was getti
They took money out of my account without my permission They tell me they have no record of it even though it shows in my account from the bank and when I talk to them they hang up on meHalf the time this summer the service wasn't available and they didn't give discounts or reimbursements for the service we lost also
Rise Broadband has provided internet service under a year contractFor the last months we have not had internet service I spoke to them on 8/where they disclosed that the problem was a technical one where their tower was dropping internet service frequently I called again on 8/asking for an update and was told there was no expected resolution date but that my contract required them continuing to bill me I stated that they had not honored their contractual obligation as noted in their policies and asked them to suspend billing until technical resolution had occurred They noted that they had no ability to do that I have suspended autostart payments and feel thus company is fraudulent as they are charging for a service that they are not providing
I have signed a two year contract agreement with arise Broadband in Sept I am paying for 15mbps and am consistently getting 3mbps.The Mbps is not always during peak usage times eitherThis morning I am getting .80mbps I've been working with tech support for two monthsI went as far as to get a new router because they claimed that was the problemTwo weeks ago they admitted that there is data loss issue on A piece of equipment on their towerTwo weeks and nothing has been done to fix itThey keep telling me they've escalated the issue I am not sure how I can be charged an early cancellation fee on a service that they aren't even really providing if they are not even meeting 25% of the speed of the internet they claim to provide on a consistent basis how is the remotely okShouldn't they have to meet a minimum of their internet speed to uphold their side of the contract
I've had more problems Way more often with my internet service, since Rise Broadband took over the previous company I signed on with, than I Ever had with Texas Communications (the company Rise took over) These people only offer excuses or try to blame the customer IF I could afford to change to a new ISP then I would do so in a heartbeat I Really don't recommend this company as an ISP and frankly I'm Completely dissatisfied with their ability to run this type of operation
For two months I have been having problems with the internet service that I am paying Rise Broadband for Constantly having the service drop and not being able to use the internet I have called them several times during the last two months and have been told repeatedly that they don't know what the problem is but will "escalate the ticket to tier two" Nothing has been fixed and the service has continued to get worse It appears that they have no intentions of fixing it
Rise Broadband enrolled me and all of their customers in PC CARE SERVICE PLAN
They did not ask, they just enrolled me and from the phone call I just made, all of their customers
The PC CARE PLAN is free for days
They say if you do not want to continue, you must call them!
If you do nothing, THEY WILL CHARGE $PER MONTH for this service
I am used to getting advertising for all things but I have never had a vendor take upon themselves to enroll me in a plan that will be billed even if I did not ask for it
Again, if I do nothing regarding this, I will be charged $per month
This is totally unethical at the minimum and I suspect it is illegal
How can they enroll me in a plan I never asked for? How do they get away with this when people assume it's just another plan they would like to sell you and later find out oh, you are now being charged for PC CARE---Why?? Well you didn't cancel, Why? Cancel what, I never enrolled or seeked or asked for PC CARE
Inconsistency with internet speeds, randomly raises prices because "they have more customers"Gives credits MONTHS later then what they tell you, instead of applying it to the current bill that you have an issue withFrequent internet outagesLimits your internet usage
I signed up for service in 10/ Install was delayed until 1/ At the time of install the promised service was ~15mbs Installed speed as tested was ~1.5mbs I questioned the tech at the time as the speed was 1/10th of advertised speed and what I was being billed for The tech said that the speed issue would be improved over the coming weeks months later there has been NO improvement in throughput If anything it has declined There have been multiple calls to technical support to correct the situation The most recent call has been open for over a week with no resolution Today (8/5) I called to cancel my service as the company has consistently failed to deliver contracted speed or even approach the speeds that are being paid for I was informed that there is a $cancellation fee (early termination fee) for less than years of service As Rise Broadband has consistently failed to deliver product and failed to correct the issue it is fully within my rights as a cu
The statement that was sent to me for the month of August is entirely different than what the company has in their system I called into the customer service department to discuss this with them different timesThe first two times, I was sent to the "Satisfaction Survey" mid-sentence of me talking to someoneThe third time I called, once the woman I was talking to took my information, she hung up on meThe fourth time I called, I asked to speak to a manager to discuss the issueI was told that I would have to wait hours for someone to call me backAccording to the statement they sent me, my bill should be almost $less than what they are trying to charge meThey are telling me that they can't send me a new statement to reflect the correct information that I am being billed and it will have to wait until the September statement to reflect the correct information
Our service is often out, and my fiance sometimes works from home and relies on the internet, but often has to go to the local cafe for wifi because the wifi in the home goes out at random timesToday, we haven't had internet all dayWhen I called and asked for details about why our internet is out, they told me they have no timeline for it to be fixed, and that they are doing repairsThere was no prior warning, and it's very frustrating that I pay for this, and that I'm stuck on a contractI was promised fast service, and when they deliver, we get itThat is, WHEN we get itThe internet goes out very often, and at times where it is totally inconvenientAlso, in the very beginning, they offered their highest internet cap of 350GB a month and told me that nobody ever goes that high monthly, and we trusted that 350GB was good, and it wasnt at all, and we got charged extra on the very first billI am extremely frustrated with the service, and I'm truly tired of calling about servi
I have been with Rise Broadband, a.k.aRhino Communications, Skybeam, off and on since I was with another company for less than two years and returned as a customer when Skybeam entered the area Overall their service somewhat improved when Skybeam entered the area and the two companies merged Subsequently the company was repackaged under the name RiseBroadband Since we have seen two price increases primarily under the auspices of equipment improvements, carrier fees and equipment maintenance We have seen insignificant improvement in performance or reliability The company continues to overload the towers reducing customer bandwidth during peak periods, and outage times although infrequent remain about the same There is a wide variety in the technical staff, but there has been some slight improvement in weeding out the bad ones With respect to the price increases and the ability of a customer to arbitrate based on Rise Broadband's poor system performance, that is essentially a non-starter since per the Terms of Use, they only have to provide speeds up to the plan you purchase It doesn't matter that they may throttle you to less than dispeeds a significant portion of the day or monthIn all honesty, the discenario seldom happens .only occasionally, but the performance is significantly less, roughly percent, than the purchased plan a majority of the day and month I confirmed this with Cassandra on September 26, at 08:A.M She stated "correct" the company will not arbitrate She also stated she could not provide a plan of action when service would be improved or upgraded in the area This company knows they have a monopoly in this rural area Bottom line, if you can find something in a rural that has better network performance and more reliable with a reasonable price do it Otherwise, you are stuck with these guys and their price is significantly more reasonable than Satellite or Cellular for a residential setting My issues are the monopoly, inability to deliver a plan of action for performance upgrades and the fact they won't arbitrate issues as discussed in the terms of use
I canceled my service with Rise Broadband on or around August 16, At that time, I was informed there was a credit balance on my account The customer service representative informed me about what I need to do to return the equipment I had been renting from Rise (equipment was located inside my house) The equipment was mailed to them around August 23, At the time I canceled my service, I requested to receive a call from the service technician who would come to remove the remaining equipment from my house rooftop As of today (more than five weeks after canceling my service and four weeks after returning my rental equipment) I have yet to receive the credit balance from my account and have not received a call informing me about when the service technician is scheduled to come pick up the remaining equipment
I called customer service yesterday (September 20, 2018) and was informed I would not receive my refund until to weeks after the Rise service technician remo
July 29th, I installed service with Rise Broadband and agreed to up to MB download speed
Within first week, service fluctuated and speeds never exceeded MB downloadContacted Rise and they wanted to charge me to have a service tech come outAfter arguing that I should not have to pay for a service call, they sent out a tech
New tech installed satellite higher to get a better position on the nearby tower
Same week, internet fluctuated in and out and speeds less than MB downloadNumerous calls throughout the month of August always getting a new help ticket request with no resolution
By the 35th day, I was fed up with not being able to do my daughter's homework online and I called to cancelThey told me I was past the day money back period and that I would have to pay a cancellation fee if I cancelledSaid that they don't guarantee speeds
I felt like I didn't have a choice so I continued service
Second whole week of September nothing but three days o
Incompetent and unethical companyI moved to some townhomes in Sandy, UT that did not have ComcastThere was basically zero options for internet, except Digis (now known as Rise Broadband)Well, as bad as Comcast is, at least they are reliableIn the last years our internet has probably been down 20% of the timeWe have had technicians come out probably ten or timesWith both people in my house working from home, it has been a pain in the ***To add insult to injury, every single month we go over our data limitBut we can't get on a higher plan because we are already on the higher oneSo they are just happy to tack on charges for every 10gb we go over on our crappy limitAnd, when it comes to being unethical: I realized my bill was more than expected this month (as usual) and I called inI had my usual data charges and another $for a "PC Care Plan" that I ABSOLUTELY NEVER ASKED FORThe rep told me that they decided to give it to *all* customers for months free and then they just left it on everyone's account to auto-charge unless they called in to "opt out"They said they sent out an email about it, I checked my emails which I always check and never delete, and I received NONEI have had enough of this sorry excuse for a company and will be cancelling this weekI'd rather go back to 56k than deal with Rise or Digis or whatever other name they change to in attempt to escape their past
Rise Broadband Case # *** 5/24/I received an unauthorized charge from Rise Broadband for $
7/25/I called Rise Broadband and let them know that I was charged after I already canceled my accountI spoke with a supervisor, and the supervisor confirmed that I should not have been chargedHe also confirmed I would receive a refund for the unauthorized charge
8/8/I called again since I did not receive my refund and they apologized and assured me that check was on the way
9/22/I called again since I never received a checkThe employee said the check was never mailed and that it would be
Today is 10/26/2018, and I still have not received a check or refund
Rise Broadband is our internet providerAfter purchasing from our previous provider they have done nothing but add fees and make our rates go up continually without notice or reason Service daily cuts in a out, never a full day of serviceOur service was out for weeks in spring of and we were not prorated on actual service for that monthMy service started at this month they say the bill is our service is prepaid each month per Riseband policy yet they charge a late fee if not paid within their time frameMy service began on the 27th of the month, so I pay by the 27th of the next month in December I paid (they had changed their billing to begin on 16th yet again not prorating our advance payment for services) the second week of January they had disconnected my service before the 16th so it wasnt even late, I had to pay to get the service back on, at which they told me they had been adding fees and taxes to make the bill so high, they also told
I have been having slow service with our internet service for close to year I went back to work full time months ago so the primary days I use the service is Friday-Sunday I have worked with Rise for an outcome by having a technician come out and adjust the dish, we took down a tree as suggested, I do all the tests they requested I found out weeks ago this never got escalated to a higher level because a direct connect test wasn't done which wasn't communicated Communication is ridiculous! I have service issues on holidays and Friday-Sundays Yet they still make me jump through hoops to diagnose it and I still don't have it resolved I have called almost every weekend for the last months and my time is worth something! Since I work during the week the time I have to use *** streaming, my home phone (VOIP), *** streaming, and *** to buy movies is on the weekends which is a high traffic time I pay the same amount everyone else does yet I can't use the ser
Rise Broadband runs a con-service for former customers We have not lived at our former address for over two months We informed them to discontinue service September 11, We received a final bill and paid it; we then received another bill the following month for services we never had, but we again paid itNow three months later we have received another bill We have tried to call their contact number several times (1-844-411-RISE (7473), they never answer We have stayed on the line for minutes with no answer; their website gives no way to contact them except by the phone number We are not paying for services we discontinued in September
I signed up with Skybeam which is now Rise Broadband on March 16, because it was the only internet company other then satellite that could be used for where I livedI signed up believing that there was no contract since it was never mentioned to me Knowing that I was only going to live at my place for year I figured I'd just have to stick with Rise Broadband for that entire year since it was my only optionEvery month I would pay my bill of $on timeHowever, in December Rise Broadband has changed the terms of our agreement of paying $for "10mbps" to $I was never notified of the up-charge and discovered it upon paying my monthly billI immediately contacted a service representative and they explained that the reasoning for the up-charge is because, "the increase is needed for the increasing demand." I argued with the representative saying that I never agreed to pay any more than what I was promised in the beginning which is $for 10mbps I was getti
They took money out of my account without my permission They tell me they have no record of it even though it shows in my account from the bank and when I talk to them they hang up on meHalf the time this summer the service wasn't available and they didn't give discounts or reimbursements for the service we lost also
Rise Broadband has provided internet service under a year contractFor the last months we have not had internet service I spoke to them on 8/where they disclosed that the problem was a technical one where their tower was dropping internet service frequently I called again on 8/asking for an update and was told there was no expected resolution date but that my contract required them continuing to bill me I stated that they had not honored their contractual obligation as noted in their policies and asked them to suspend billing until technical resolution had occurred They noted that they had no ability to do that I have suspended autostart payments and feel thus company is fraudulent as they are charging for a service that they are not providing
I have signed a two year contract agreement with arise Broadband in Sept I am paying for 15mbps and am consistently getting 3mbps.The Mbps is not always during peak usage times eitherThis morning I am getting .80mbps I've been working with tech support for two monthsI went as far as to get a new router because they claimed that was the problemTwo weeks ago they admitted that there is data loss issue on A piece of equipment on their towerTwo weeks and nothing has been done to fix itThey keep telling me they've escalated the issue I am not sure how I can be charged an early cancellation fee on a service that they aren't even really providing if they are not even meeting 25% of the speed of the internet they claim to provide on a consistent basis how is the remotely okShouldn't they have to meet a minimum of their internet speed to uphold their side of the contract
I've had more problems Way more often with my internet service, since Rise Broadband took over the previous company I signed on with, than I Ever had with Texas Communications (the company Rise took over) These people only offer excuses or try to blame the customer IF I could afford to change to a new ISP then I would do so in a heartbeat I Really don't recommend this company as an ISP and frankly I'm Completely dissatisfied with their ability to run this type of operation
For two months I have been having problems with the internet service that I am paying Rise Broadband for Constantly having the service drop and not being able to use the internet I have called them several times during the last two months and have been told repeatedly that they don't know what the problem is but will "escalate the ticket to tier two" Nothing has been fixed and the service has continued to get worse It appears that they have no intentions of fixing it
Rise Broadband enrolled me and all of their customers in PC CARE SERVICE PLAN
They did not ask, they just enrolled me and from the phone call I just made, all of their customers
The PC CARE PLAN is free for days
They say if you do not want to continue, you must call them!
If you do nothing, THEY WILL CHARGE $PER MONTH for this service
I am used to getting advertising for all things but I have never had a vendor take upon themselves to enroll me in a plan that will be billed even if I did not ask for it
Again, if I do nothing regarding this, I will be charged $per month
This is totally unethical at the minimum and I suspect it is illegal
How can they enroll me in a plan I never asked for? How do they get away with this when people assume it's just another plan they would like to sell you and later find out oh, you are now being charged for PC CARE---Why?? Well you didn't cancel, Why? Cancel what, I never enrolled or seeked or asked for PC CARE
Inconsistency with internet speeds, randomly raises prices because "they have more customers"Gives credits MONTHS later then what they tell you, instead of applying it to the current bill that you have an issue withFrequent internet outagesLimits your internet usage
I signed up for service in 10/ Install was delayed until 1/ At the time of install the promised service was ~15mbs Installed speed as tested was ~1.5mbs I questioned the tech at the time as the speed was 1/10th of advertised speed and what I was being billed for The tech said that the speed issue would be improved over the coming weeks months later there has been NO improvement in throughput If anything it has declined There have been multiple calls to technical support to correct the situation The most recent call has been open for over a week with no resolution Today (8/5) I called to cancel my service as the company has consistently failed to deliver contracted speed or even approach the speeds that are being paid for I was informed that there is a $cancellation fee (early termination fee) for less than years of service As Rise Broadband has consistently failed to deliver product and failed to correct the issue it is fully within my rights as a cu
The statement that was sent to me for the month of August is entirely different than what the company has in their system I called into the customer service department to discuss this with them different timesThe first two times, I was sent to the "Satisfaction Survey" mid-sentence of me talking to someoneThe third time I called, once the woman I was talking to took my information, she hung up on meThe fourth time I called, I asked to speak to a manager to discuss the issueI was told that I would have to wait hours for someone to call me backAccording to the statement they sent me, my bill should be almost $less than what they are trying to charge meThey are telling me that they can't send me a new statement to reflect the correct information that I am being billed and it will have to wait until the September statement to reflect the correct information
Our service is often out, and my fiance sometimes works from home and relies on the internet, but often has to go to the local cafe for wifi because the wifi in the home goes out at random timesToday, we haven't had internet all dayWhen I called and asked for details about why our internet is out, they told me they have no timeline for it to be fixed, and that they are doing repairsThere was no prior warning, and it's very frustrating that I pay for this, and that I'm stuck on a contractI was promised fast service, and when they deliver, we get itThat is, WHEN we get itThe internet goes out very often, and at times where it is totally inconvenientAlso, in the very beginning, they offered their highest internet cap of 350GB a month and told me that nobody ever goes that high monthly, and we trusted that 350GB was good, and it wasnt at all, and we got charged extra on the very first billI am extremely frustrated with the service, and I'm truly tired of calling about servi
I have been with Rise Broadband, a.k.aRhino Communications, Skybeam, off and on since I was with another company for less than two years and returned as a customer when Skybeam entered the area Overall their service somewhat improved when Skybeam entered the area and the two companies merged Subsequently the company was repackaged under the name RiseBroadband Since we have seen two price increases primarily under the auspices of equipment improvements, carrier fees and equipment maintenance We have seen insignificant improvement in performance or reliability The company continues to overload the towers reducing customer bandwidth during peak periods, and outage times although infrequent remain about the same There is a wide variety in the technical staff, but there has been some slight improvement in weeding out the bad ones With respect to the price increases and the ability of a customer to arbitrate based on Rise Broadband's poor system performance, that is essentially a non-starter since per the Terms of Use, they only have to provide speeds up to the plan you purchase It doesn't matter that they may throttle you to less than dispeeds a significant portion of the day or monthIn all honesty, the discenario seldom happens .only occasionally, but the performance is significantly less, roughly percent, than the purchased plan a majority of the day and month I confirmed this with Cassandra on September 26, at 08:A.M She stated "correct" the company will not arbitrate She also stated she could not provide a plan of action when service would be improved or upgraded in the area This company knows they have a monopoly in this rural area Bottom line, if you can find something in a rural that has better network performance and more reliable with a reasonable price do it Otherwise, you are stuck with these guys and their price is significantly more reasonable than Satellite or Cellular for a residential setting My issues are the monopoly, inability to deliver a plan of action for performance upgrades and the fact they won't arbitrate issues as discussed in the terms of use
I canceled my service with Rise Broadband on or around August 16, At that time, I was informed there was a credit balance on my account The customer service representative informed me about what I need to do to return the equipment I had been renting from Rise (equipment was located inside my house) The equipment was mailed to them around August 23, At the time I canceled my service, I requested to receive a call from the service technician who would come to remove the remaining equipment from my house rooftop As of today (more than five weeks after canceling my service and four weeks after returning my rental equipment) I have yet to receive the credit balance from my account and have not received a call informing me about when the service technician is scheduled to come pick up the remaining equipment
I called customer service yesterday (September 20, 2018) and was informed I would not receive my refund until to weeks after the Rise service technician remo
July 29th, I installed service with Rise Broadband and agreed to up to MB download speed
Within first week, service fluctuated and speeds never exceeded MB downloadContacted Rise and they wanted to charge me to have a service tech come outAfter arguing that I should not have to pay for a service call, they sent out a tech
New tech installed satellite higher to get a better position on the nearby tower
Same week, internet fluctuated in and out and speeds less than MB downloadNumerous calls throughout the month of August always getting a new help ticket request with no resolution
By the 35th day, I was fed up with not being able to do my daughter's homework online and I called to cancelThey told me I was past the day money back period and that I would have to pay a cancellation fee if I cancelledSaid that they don't guarantee speeds
I felt like I didn't have a choice so I continued service
Second whole week of September nothing but three days o
Incompetent and unethical companyI moved to some townhomes in Sandy, UT that did not have ComcastThere was basically zero options for internet, except Digis (now known as Rise Broadband)Well, as bad as Comcast is, at least they are reliableIn the last years our internet has probably been down 20% of the timeWe have had technicians come out probably ten or timesWith both people in my house working from home, it has been a pain in the ***To add insult to injury, every single month we go over our data limitBut we can't get on a higher plan because we are already on the higher oneSo they are just happy to tack on charges for every 10gb we go over on our crappy limitAnd, when it comes to being unethical: I realized my bill was more than expected this month (as usual) and I called inI had my usual data charges and another $for a "PC Care Plan" that I ABSOLUTELY NEVER ASKED FORThe rep told me that they decided to give it to *all* customers for months free and then they just left it on everyone's account to auto-charge unless they called in to "opt out"They said they sent out an email about it, I checked my emails which I always check and never delete, and I received NONEI have had enough of this sorry excuse for a company and will be cancelling this weekI'd rather go back to 56k than deal with Rise or Digis or whatever other name they change to in attempt to escape their past
Very poor customer service Unreliable serviceQuestionable billing practicesI would not recommend this company to my worst enemy
Rise Broadband Case # *** 5/24/I received an unauthorized charge from Rise Broadband for $
7/25/I called Rise Broadband and let them know that I was charged after I already canceled my accountI spoke with a supervisor, and the supervisor confirmed that I should not have been chargedHe also confirmed I would receive a refund for the unauthorized charge
8/8/I called again since I did not receive my refund and they apologized and assured me that check was on the way
9/22/I called again since I never received a checkThe employee said the check was never mailed and that it would be
Today is 10/26/2018, and I still have not received a check or refund
Rise Broadband is our internet providerAfter purchasing from our previous provider they have done nothing but add fees and make our rates go up continually without notice or reason Service daily cuts in a out, never a full day of serviceOur service was out for weeks in spring of and we were not prorated on actual service for that monthMy service started at this month they say the bill is our service is prepaid each month per Riseband policy yet they charge a late fee if not paid within their time frameMy service began on the 27th of the month, so I pay by the 27th of the next month in December I paid (they had changed their billing to begin on 16th yet again not prorating our advance payment for services) the second week of January they had disconnected my service before the 16th so it wasnt even late, I had to pay to get the service back on, at which they told me they had been adding fees and taxes to make the bill so high, they also told
I have been having slow service with our internet service for close to year I went back to work full time months ago so the primary days I use the service is Friday-Sunday I have worked with Rise for an outcome by having a technician come out and adjust the dish, we took down a tree as suggested, I do all the tests they requested I found out weeks ago this never got escalated to a higher level because a direct connect test wasn't done which wasn't communicated Communication is ridiculous! I have service issues on holidays and Friday-Sundays Yet they still make me jump through hoops to diagnose it and I still don't have it resolved I have called almost every weekend for the last months and my time is worth something! Since I work during the week the time I have to use *** streaming, my home phone (VOIP), *** streaming, and *** to buy movies is on the weekends which is a high traffic time I pay the same amount everyone else does yet I can't use the ser
Rise Broadband runs a con-service for former customers We have not lived at our former address for over two months We informed them to discontinue service September 11, We received a final bill and paid it; we then received another bill the following month for services we never had, but we again paid itNow three months later we have received another bill We have tried to call their contact number several times (1-844-411-RISE (7473), they never answer We have stayed on the line for minutes with no answer; their website gives no way to contact them except by the phone number We are not paying for services we discontinued in September