I have been trying to get this service disconnected since 4/1/ I also contacted the company again on 5/8/and 5/15/to get rid of this company Today I received a bill for services with a late fee asking me to pay I sold this house and had to be out of it by 4/28/ I have gotten no where with this company and I'm having to ask for your help Please and thanks for everything that you can do
I am currently using Rise Broadband for my internet service providerThe company has had service issues for at least the last 3-months and periodic issues since 2/I have spoke to the company numerous times regarding slow speeds and loss of signal issuesThere have been minor credits issued to the account, however there is still no ETA for the completion of the repairsThe company does not offer any type of discounts, even when they know there is a known issue with their towerThere is no way for a customer to get updates on the repair status, or to contact the corporate office for a resolutionAs a customer I am expected to pay full price for unreliable serviceThe company policy is to issue credits, once the issue us resolvedI feel that since we are limited with providers in our area, the company is dragging their feet in regards to completing these repairs
We have had rise broad for over yrs, when they switch from sky beam to rise broad we started having troubleI have called everyday to see why the tower in our area is down, they always tell me that they have pocket lose or its our towerWe are on a tower with a bunch of other people, the one that we were on is now unsafe to climb so they had to put us on a tower were they had thousands of other customers on towerEvery time I call al they want me to do is either a speed test or to unplug itWhen I asked them to refund or give me credit they send me to a phone that has nobody at it and then it hangs upYesterday 9/15/I called to talk to them and I told them I wanted a answer when they transferred me to the "Billing Dept." I was on hold for hrsand nobody answeredThis is ridiculous I shouldn't be paying a month if my internet is never gonna workAnd lets not mention the fact that I had them change my account to unlimited and they put me in a contract that I never a
The problem I have is for the past months my service has been crapThe speeds have been so slow that you can not load a simple web page Our packet loss has been so severe it's caused connectivity issues We repeatedly asked for rise broadband to send out a technician They finally sent out a technician and found that our radio and cable was damaged due to what the technician called static dischargeTwo hours after the technician left we had The same continuing issues Every time we call the technical support line we get told that they can't see the complaint that we're having where we should be having great service from what they see and then all of a sudden we hear oh wait there's the packet loss We get told that we have multiple cases open which are at a what they classify at tier two and they always say let's see what our tier supervisor can do to get this escalated to the next tier Nothing is ever done and I'm stuck paying almost $a month for Internet tha
My internet provider was bought out by Rise BroadbandThe service continued to worsen to the point that about eleven months ago I signed up for a two (2) year agreement that was for Mps (with a guaranteed Mps)things were okay for about four months but the speed would decrease to 3-MbsI called them on numerous occasions about the problem, but it was never fixed permanentlyAbout two months ago I was told by them it was probably the "router"They supplied their own, but it was worse than before so I purchased a new oneStill no relief, so I called again and was told by customer service that their engineers had known about the problem for months but had no solution and did not known when it would be fixedAt Rises' insistence I next tried to see if I could fit into their Mbs coverageMy location precludes that packageAfter consulted the Rise Broadband agent I canceled the contract early since the had failed on numerous times to reach appropriate speeds I thou
After signing up for service there were numerous amount of issues The phone service did not work, and my internet was not consistent, and the service was not set up correctly to begin with An additional installation had to be set up to include the Supervisor to ensure services would exist Upon signing up with the service I was never informed there would be a year contract Initially they had my contact information incorrect I had to contact them to request a bill, because I never received one After finally maybe resolving these simple issues of installation, the issue with consistent service is addressed After realizing the services were not going to be fixed, I cancelled At no time was I ever told I would have to be a customer for years, and even if I was what about their agreement to supply me with service I gladly gave back the equipment but have been informed I must pay $ If I had signed a contract, I would understand However, never was I informed b
I will refer to Rise Broadband as the CompanyMy 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 subsequent complaint is necessary
To add injury to insult, it appears that the Company is once again ignoring yet another telephone call, specifically that of July 30, 2018, as well as the assurance of the $refund committed to by Greg which has resulted in my policy to never again contact this Company by telephone
I have to date Sept 17, 2018, 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
For the last months in West Texas this has been the most horrible internet I've ever used, outage after outageCurrently I'm on the 2nd day with no service, I call rise broadband and wait minutes on hold, finally a woman answers I tell her I want a credit for the time I didn't have service, she puts me on hold then hangs up on me, I'm currently on hold againI hate this company and I hope the Revdex.com review will actually do something
Started in May of 2017, I called and cancelled my internet service and it was paid in full In fact I actually received a refund Two months later I received a bill for two month of internet service I called and they finally cancelled the service This May I called just to get my password for my email and the girl I spoke to said that I did not have to pay a fee to get the password to my email accountWhich by the way I never got the password and have not been able to access the email since my laptop died last year The next thing I know they send me a bill for email serviceThey did not inform me that they were going to charge me for the ability to access an email that I have had for years On top of the bill there is a late charge for $20, that's really funny since I never received a bill for the first charge I have lived in the same place with the same address since 1997, so I don't know how you can justify a late charge on top of a bill that I did not ask for
When we initially signed up for Rise Broadband they promised a specific level of serviceHowever, we had problems from the beginning and after a few months of sending techs out, etcit was deemed that they couldn't provide the level we originally signed up for because there was a hill in the way which was disrupting our serviceIt has gotten so bad that our internet doesn't work the majority of the time and they keep telling me there's nothing they can doI am now trying to cancel the service since they cannot provide what I originally signed up for (and they charged us for for several months until we said something and they credited us back) and they did not tell us that they couldn't provide that service until after it was already installed and in useNow they want to charge us a $early termination fee since they locked us into a year contract before determining or notifying us that they couldn't provide the level of service we originally orderedThe rep that I just talke
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
Since rise acquired my previous internet provider my service, ability to get reliable communication, and resolution process has continually deteriorated I have had several significant issues that have taken multiple phone calls and weeks to get corrected Although all these issues probably deserve to have their own complaints and to be discussed further I will only focus on the most recent issue that I am currently experiencing
Although paying for a10mb speeds on download and 2mb on upload, I am currently experiencing high latency (700-800ms), and extremely slow speeds (1mb download upload) if it is able to connect at all Upon research by tech support, after contacting them for help, it was discovered that the 15mb tower that I am connected to has had its speeds reduced by rise to a maximum of 5mb download speed So, not only am I not getting 20% of the speed that rise has reduced the tower to, but I am being charged for a package in which I get less than 10% of the
The phone line for customer service often has an hour waitWe have called in multiple times about bad reception, and lower than advertised bandwidth speed, with no resolution from Rise
Our bill states that we have used our GB data limit, with no accounting of when or how the data was usedThe company provides no logs of how much data is used on any given dayWe do not believe it is even possible for our data limit to be used with the amount of time we spend at home
The Chat Help service has never workedI have waited hours online waiting to connect to a chat representative, during the company's advertised business hours, and I have not received a support chat person to assist
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
I have been a customer of Rise Broadband for several years, and have always had good customer service up until nowI had called to set up an extension and was told I had until the 21st to make my payment, and yet they cut my service off on the 20thThe man I spoke to was absolutely no help, even after I told him my calls are recorded on my phone and I have the recording of being told the 21st, he said well too bad it doesn't say that in the notes, and I can't help youI asked to speak to someone else, he said he was the only one there and refused to transfer me to another supervisorAfter this experience I will no longer do business with them, they have now lost a long time faithful customer
This service horribleWe have always had extremely slow service and lots of down timeWe had a bill every month regardless of their problems thoughYou never get any help from technicians eitherThey have them all read off the same spill about how they know your service and down and they are working on itIt is by far the worst internet provider I have ever seenI don't know how these people are still in businessI've tried to stay with them but I'm done paying for a service that they aren't providing
Absolutely the worst customer service I have ever experiencedI have no idea if there internet or phone service works since, after almost a full year, they were unable to complete the installationPoor communication, poor everythingAfter months of waiting, they finally installed the antennaeThe internet service was on and offHad to wait an additional several months to get the phone equipment inIt sat for weeks with no communicationFinally they sat all the phones on all our office desks but did not hook them upThey leftAfter many emails to Rise, someone came out and delivered some equipment, then leftMore 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 consistentMore appeals and another tech comes out and determines he cannot "make it work" because of our network configurationWhich just happens to be using an Untangle firewall, very popular and nothing out of the
I currently have a 200gb monthly data usage allowance with Rise I have never used more than 165gb since signing up with them We pay for a 10mbps upload rate and were getting anywhere from .75mbps to 2mbps so I called and complained multiple times Eventually a technician called and made some changes to our router We now get anywhere from 5mbps to 7mbps Not the we pay for but it is good enough However during this time our data usage jumped drastically The following month we used (according to Rise) 330Gb which is not possible When we started getting overage notifications during that month, my wife and I stopped using our internet except for work and necessary things like checking work email During non-usage we started shutting down the router Mostly at night Nothing changed We then had a chance to turn the router off completely (no power) from the evening of September 29th at about pm until Monday morning at am on the 3rd of October For hours our route
I have been trying to get this service disconnected since 4/1/ I also contacted the company again on 5/8/and 5/15/to get rid of this company Today I received a bill for services with a late fee asking me to pay I sold this house and had to be out of it by 4/28/ I have gotten no where with this company and I'm having to ask for your help Please and thanks for everything that you can do
S
Y SERVICE PAY FOR HIGH SPEED AND HARDLY HAVE ENOUGH TO HOOK ONE PHONE OR TV UP FOR $A MONTH FRAUDULENT
I am currently using Rise Broadband for my internet service providerThe company has had service issues for at least the last 3-months and periodic issues since 2/I have spoke to the company numerous times regarding slow speeds and loss of signal issuesThere have been minor credits issued to the account, however there is still no ETA for the completion of the repairsThe company does not offer any type of discounts, even when they know there is a known issue with their towerThere is no way for a customer to get updates on the repair status, or to contact the corporate office for a resolutionAs a customer I am expected to pay full price for unreliable serviceThe company policy is to issue credits, once the issue us resolvedI feel that since we are limited with providers in our area, the company is dragging their feet in regards to completing these repairs
We have had rise broad for over yrs, when they switch from sky beam to rise broad we started having troubleI have called everyday to see why the tower in our area is down, they always tell me that they have pocket lose or its our towerWe are on a tower with a bunch of other people, the one that we were on is now unsafe to climb so they had to put us on a tower were they had thousands of other customers on towerEvery time I call al they want me to do is either a speed test or to unplug itWhen I asked them to refund or give me credit they send me to a phone that has nobody at it and then it hangs upYesterday 9/15/I called to talk to them and I told them I wanted a answer when they transferred me to the "Billing Dept." I was on hold for hrsand nobody answeredThis is ridiculous I shouldn't be paying a month if my internet is never gonna workAnd lets not mention the fact that I had them change my account to unlimited and they put me in a contract that I never a
The problem I have is for the past months my service has been crapThe speeds have been so slow that you can not load a simple web page Our packet loss has been so severe it's caused connectivity issues We repeatedly asked for rise broadband to send out a technician They finally sent out a technician and found that our radio and cable was damaged due to what the technician called static dischargeTwo hours after the technician left we had The same continuing issues Every time we call the technical support line we get told that they can't see the complaint that we're having where we should be having great service from what they see and then all of a sudden we hear oh wait there's the packet loss We get told that we have multiple cases open which are at a what they classify at tier two and they always say let's see what our tier supervisor can do to get this escalated to the next tier Nothing is ever done and I'm stuck paying almost $a month for Internet tha
My internet provider was bought out by Rise BroadbandThe service continued to worsen to the point that about eleven months ago I signed up for a two (2) year agreement that was for Mps (with a guaranteed Mps)things were okay for about four months but the speed would decrease to 3-MbsI called them on numerous occasions about the problem, but it was never fixed permanentlyAbout two months ago I was told by them it was probably the "router"They supplied their own, but it was worse than before so I purchased a new oneStill no relief, so I called again and was told by customer service that their engineers had known about the problem for months but had no solution and did not known when it would be fixedAt Rises' insistence I next tried to see if I could fit into their Mbs coverageMy location precludes that packageAfter consulted the Rise Broadband agent I canceled the contract early since the had failed on numerous times to reach appropriate speeds I thou
After signing up for service there were numerous amount of issues The phone service did not work, and my internet was not consistent, and the service was not set up correctly to begin with An additional installation had to be set up to include the Supervisor to ensure services would exist Upon signing up with the service I was never informed there would be a year contract Initially they had my contact information incorrect I had to contact them to request a bill, because I never received one After finally maybe resolving these simple issues of installation, the issue with consistent service is addressed After realizing the services were not going to be fixed, I cancelled At no time was I ever told I would have to be a customer for years, and even if I was what about their agreement to supply me with service I gladly gave back the equipment but have been informed I must pay $ If I had signed a contract, I would understand However, never was I informed b
I will refer to Rise Broadband as the CompanyMy 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 subsequent complaint is necessary
To add injury to insult, it appears that the Company is once again ignoring yet another telephone call, specifically that of July 30, 2018, as well as the assurance of the $refund committed to by Greg which has resulted in my policy to never again contact this Company by telephone
I have to date Sept 17, 2018, 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
For the last months in West Texas this has been the most horrible internet I've ever used, outage after outageCurrently I'm on the 2nd day with no service, I call rise broadband and wait minutes on hold, finally a woman answers I tell her I want a credit for the time I didn't have service, she puts me on hold then hangs up on me, I'm currently on hold againI hate this company and I hope the Revdex.com review will actually do something
Started in May of 2017, I called and cancelled my internet service and it was paid in full In fact I actually received a refund Two months later I received a bill for two month of internet service I called and they finally cancelled the service This May I called just to get my password for my email and the girl I spoke to said that I did not have to pay a fee to get the password to my email accountWhich by the way I never got the password and have not been able to access the email since my laptop died last year The next thing I know they send me a bill for email serviceThey did not inform me that they were going to charge me for the ability to access an email that I have had for years On top of the bill there is a late charge for $20, that's really funny since I never received a bill for the first charge I have lived in the same place with the same address since 1997, so I don't know how you can justify a late charge on top of a bill that I did not ask for
When we initially signed up for Rise Broadband they promised a specific level of serviceHowever, we had problems from the beginning and after a few months of sending techs out, etcit was deemed that they couldn't provide the level we originally signed up for because there was a hill in the way which was disrupting our serviceIt has gotten so bad that our internet doesn't work the majority of the time and they keep telling me there's nothing they can doI am now trying to cancel the service since they cannot provide what I originally signed up for (and they charged us for for several months until we said something and they credited us back) and they did not tell us that they couldn't provide that service until after it was already installed and in useNow they want to charge us a $early termination fee since they locked us into a year contract before determining or notifying us that they couldn't provide the level of service we originally orderedThe rep that I just talke
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
Since rise acquired my previous internet provider my service, ability to get reliable communication, and resolution process has continually deteriorated I have had several significant issues that have taken multiple phone calls and weeks to get corrected Although all these issues probably deserve to have their own complaints and to be discussed further I will only focus on the most recent issue that I am currently experiencing
Although paying for a10mb speeds on download and 2mb on upload, I am currently experiencing high latency (700-800ms), and extremely slow speeds (1mb download upload) if it is able to connect at all Upon research by tech support, after contacting them for help, it was discovered that the 15mb tower that I am connected to has had its speeds reduced by rise to a maximum of 5mb download speed So, not only am I not getting 20% of the speed that rise has reduced the tower to, but I am being charged for a package in which I get less than 10% of the
The phone line for customer service often has an hour waitWe have called in multiple times about bad reception, and lower than advertised bandwidth speed, with no resolution from Rise
Our bill states that we have used our GB data limit, with no accounting of when or how the data was usedThe company provides no logs of how much data is used on any given dayWe do not believe it is even possible for our data limit to be used with the amount of time we spend at home
The Chat Help service has never workedI have waited hours online waiting to connect to a chat representative, during the company's advertised business hours, and I have not received a support chat person to assist
I have to give them a one because I can't give them a zeroThey want to charge me a late fee but don't want to send me my bill
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
I have been a customer of Rise Broadband for several years, and have always had good customer service up until nowI had called to set up an extension and was told I had until the 21st to make my payment, and yet they cut my service off on the 20thThe man I spoke to was absolutely no help, even after I told him my calls are recorded on my phone and I have the recording of being told the 21st, he said well too bad it doesn't say that in the notes, and I can't help youI asked to speak to someone else, he said he was the only one there and refused to transfer me to another supervisorAfter this experience I will no longer do business with them, they have now lost a long time faithful customer
This service horribleWe have always had extremely slow service and lots of down timeWe had a bill every month regardless of their problems thoughYou never get any help from technicians eitherThey have them all read off the same spill about how they know your service and down and they are working on itIt is by far the worst internet provider I have ever seenI don't know how these people are still in businessI've tried to stay with them but I'm done paying for a service that they aren't providing
Absolutely the worst customer service I have ever experiencedI have no idea if there internet or phone service works since, after almost a full year, they were unable to complete the installationPoor communication, poor everythingAfter months of waiting, they finally installed the antennaeThe internet service was on and offHad to wait an additional several months to get the phone equipment inIt sat for weeks with no communicationFinally they sat all the phones on all our office desks but did not hook them upThey leftAfter many emails to Rise, someone came out and delivered some equipment, then leftMore 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 consistentMore appeals and another tech comes out and determines he cannot "make it work" because of our network configurationWhich just happens to be using an Untangle firewall, very popular and nothing out of the
I currently have a 200gb monthly data usage allowance with Rise I have never used more than 165gb since signing up with them We pay for a 10mbps upload rate and were getting anywhere from .75mbps to 2mbps so I called and complained multiple times Eventually a technician called and made some changes to our router We now get anywhere from 5mbps to 7mbps Not the we pay for but it is good enough However during this time our data usage jumped drastically The following month we used (according to Rise) 330Gb which is not possible When we started getting overage notifications during that month, my wife and I stopped using our internet except for work and necessary things like checking work email During non-usage we started shutting down the router Mostly at night Nothing changed We then had a chance to turn the router off completely (no power) from the evening of September 29th at about pm until Monday morning at am on the 3rd of October For hours our route