August 15,
I have been a customer of Rise Broadband since July of when I signed a 2-year contract stating that I get unlimited internet and people without said contract had data capsAround the beginning of the year I got roommates and it was taking a toll on the internetThat’s when I called Rise Broadband to up my mbps from to I asked her how much it would cost? She said that it would cost around $I agreed, then I asked her if this would change anything? She said no, thus I agreed againIn July I noticed overage fees on my bill, which did not make senseI am supposed to have a 2-year contract that says I have unlimited internet and assumed that it had to be mistakeTherefore, I called again and talked with a customer service agent and her supervisorThey told me that when I switched from mbps to mbps that it did not void my contract, that it did not change my contractThat the mbps was a different code than the and there was nothing they c
About year ago I received a flier on my door with an internet promo for Rise BroadbandI called the representative listed on the flier (I have a copy of the flier and number if needed)He explained to me that they are currently offering internet at $a month which included taxes, fees, everything, if I agree to a two year term of serviceHe never mentioned at any time during the conversation that prices could change during the term, he never mentioned an online agreement I would have to give my consent toOnly that I would be paying a fixed price of $a month, which includes all fees, taxes, and service** I gave my consent to those terms verbally and even asked the technician that showed up later to install to please let me review and sign the two year agreementHe told me there was nothing to sign and they do not provide any sort of signed agreementEverything is verbalI thought this was a little disconcerting, but agreed to the $a month for two year** Everything star
Rise Broadband automatically adds services to your account without your express permission, and will automatically charge you for these services, such as "PC Care" If you do not see the email or mail they send about this, you will be charged for it even if it is not something you would ever want to buy You can 'opt out' of a specific service by calling and cancelling the thing you didn't order in the first place Rise Broadband states that they will NOT provide a blanket opt-out for all future add-ons of this kind, and state that for every one, you will have to make sure you watch your email and your mail, and if you don't want the aservice, you must call to cancel it by calling them
Rise Broadband provided an unstable internet connection and proveded no customer service to help me with this problem After being a customer for over years, I decided to cancel my service and switch to company with all around better service Today, when I called in to cancel my service they informed me that I was in a year contract with their company They would cancel my service only after charging me an early termination fee of $for canceling I had not agreed nor signed any sort of contract with Rise Broadband I asked to listen to the recording of the verbal contract that obviously never took place and the supervisor told me that it wasn't available He also told me that my contract information was sent to my account that I didn't have access to? Very sketchy! This is fraud! Utah Statute of frauds says that a verbal agreement is void if the contract cannot be completed in one yearVerbal agreements in Utah (and most other states) are deemed to be void if the cont
I pay Rise Broadband for internet service, with a limit of gb with a speed of 15kbs download and 3kbs upload a month at the cost of $a month
As of the 07/23/I have been denied service and have barely been getting 2kbs or up tp kbs speedWhen I called in to report the problem, I have been given the runaround and advised someone would look into it and correct itI call in every day, to see if anything is being done to correct the problem and was told it had been sent up to a Tier technician to solveWhen I called back the next day was informed it had not been, that nothing had been done to correct the problem
On 07/27/I asked for a supervisor and wanted to know why nothing was being done, the person I talked to was *** ***, ***She stated that she would send a notification to the Tier Network Engineers to correct the problem
When I called back on 08/02/2016, I was informed that it had been sent to tier 3, but they had failed to
I have signed up for the MBPS speed and out of the hours I maintain a speed that is somewhere between 35-MBPSThis is acceptableThe problem is that in the evening hours there are severe slow downs, sometimes dropping my speed to below 5MBPSThe bigger problem is my pingMy ping will shoot up to above during the evening hours making it hard to use the internet for anything that needs a solid ping (gaming and video chat.) The problem only appears during the evening hours, which everyone knows that it is because all of my neighbors are browsing at the same time, causing all of the bandwidth to be used upRise continues to ignore this and do anything about itAll they want to do is to continue to send someone out to my houseMy house is not the problem, as evidenced by the rock solid connection I get hours out of the dayRise needs to add more capacity to the towers Pretty frustrating to get less then half of what I pay for
My husband mistakenly paid $to Rise Broadband, instead of the $we owedThis created an urgent problem for us, because it is our entire monthly budgetThus far we have only been able to reach call tree workers, who have given us faulty information, failed to give us critical information needed to facilitate a reimbursement, lost the ticket regarding our concern, and have been completely unable to help resolve the problemWe were originally told it would take 4-weeks to reimburse the money, but, due to the large amount of the error, we asked if the problem could be resolved more quicklyWe were told they would try to handle it by one week from that dateThat would have been August Today we learned a new complaint ticket was generated on August 6, postponing the return by yet another week
I pay for 20GBPS a monthWhen I first purchased this my service was greatThey proceeded to max out the customers that the tower can handle and the only tower available to meI now get no service during peak timesI have called and had a tech to my house, who confirmed that the only issue I was having was due to Rise broadband having too many customers on the towerThe do not cap out there towers to make sure the customer is getting what they pay forWe run at an average of 5GBPS and have no service at all when the peak times hitI have filed a case # and someone email me 3-weeks later saying the case was closed and if I wanted help with my equipment to give them a callI have repeatedly told them through email, chat and phone calls that there tower is the issueThey will not discount the months my service hasn't ran and they will not acknowledge nor address the issue that they are taking peoples money and not even remotely meeting there obligation for what you are payingI
About three weeks ago I called to cancel my service with Rise Broadband after having them for yearsI would frequently have billing issues of charges for the router box which was supposed to be freeWhile talking with the customer service rep she said that I could lower my account to 39.99/ mo and still keep the same service that I hadI made sure to ask if I was receiving the fastest speed available because me family does use the internet for everythingI work from my computer as well as go to school full time and my children range in ages so ***, *** or the *** are always onI was assured that the price included the top of the lineNever once did she mention there would be a data cap or that the service that I had was unlimitedHad I known there was a data cap I would have canceled and found a company that would be more compatible for our daily usageSince three weeks ago I have been receiving emails about goin over our allowed dataI asked if my data had just been o
I have contacted Rise Broadband via phone and their online tech supportI have attempted to call them every day this week and have experienced impossibly long hold times
The internet has been out at my house for multiple monthsThey have refused to send out a technician to repair it, as they have unreasonably limited tech support periods, consecutive times days a week during business hours
They refuse to even attempt to schedule a technician without continually forcing me to performs 30+ minutes of diagnostics with every support call or charge me $Since this has been out and unchanged for months, this is just an effort to waste my time
I contacted Rise Broadband to provide service in a very rural area They said they would be able to provide 20mb of internet service I entered into a 2yr contract based on their guarantees After months of service and only receiving less than 2mb of service, I decided to cancel I was paying for 20mb and not receiving what I contracted for They did not fulfill their end of the contract I don't feel I should have to pay a $cancellation fee for services not rendered
I signed up with Rise broadband a little over a year agoyear mbs service with unlimited dataFirst offense they removed my equipment from my roof without my knowledge or permissionNo resolution other than to reinstall equipmentSecond offense, called to transfer service to location next door, was assured that would keep my unlimited planFound out today that I am no longer unlimited, but still bound by year agreementNo resolution
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-
A fee for RES PC care support for the amount 0f $was added to my Rise Broadband account back in June without my knowledge or consentI was told on the phone today by the billing department that it was a free month trial added for all customers that could be cancelled at any time after the monthsI believe this is a very shady way of doing business by requiring me to cancel a subscription I never agreed to in the first placeI had not noticed the extra charge until now because I have had so many issues and credits on my account since I have had the service that it has been a never ending headache of calling in for my credits each and every monthDue to service outages because I was trying out new equipment that frankly was not working as they or I had hoped
I was given information from a rise Broadband employeeDue to this misinformation I chose a new internet plan that ended up not working for meI was lied to by the employee and then when I tried to rectify the situation and go back to my original plan I was told it was no longer availableI was told by four employees that I would be contacted by a supervisor within Hours, it has been days and I have heard nothing and mean while my bill is just being raised higher and higher and higherMy main complaint is that I was lied to and that I was never contacted, nor is there a number that I can call to contact a supervisor directlyI have tried online chats, phone conversations, social media, and email in order to get in touch with someoneAll to no avail
Rise Broadband contacted me to increase speed on my internet serviceI informed them I could not pay higher than current pricing and I was not interested in signing a one year contractOn multiple occasions with multiple representatives I was promised the cost would remain the same as my current pricing if I was willing to commit to one yearI informed them the moment the pricing was elevated in any way I would be cancelling the agreementRise increased my pricing over $a month and are saying they have no control over what their employees promised..and that I am now locked into a year contract with a $early termination feeThere were at least phone calls prior to the upgrade stating cancel the contract as the service was unavailable for over a week I was promised the adjustment would be made as well as a full months credit for the continued discrepancies in the bill as well as the almost day outage and less than promised speedsNone of this has happened and the la
The service paid for is internet connection Each month they are allowed to collect a monthly fee, however why are they not required to actually provide the service? I have tried to cancel my service and am being charged a cancellation fee for early termination I explained to them that it is not fair to lot a customer in if they are paying for mb speed and they only receive A download speed of one cannot even be used to check email If we did not have a speed of 1, we would have no service at all! Any time that you attempt to contact the company you are either disconnected or spend hours on the phone on hold When a customer pays for a service they should not be required to take additional time off of work for service calls in order to get the product they believed they were purchasing It is almost fraudulent in my opinion, that there is no oversight for them to provide what you have signed up for If they are not providing what you agreed to, they should not be allowe
There a lot problems with this company One we’ve never had the right amount of Internet as we pay for The other problem is their service department is horrible rude and inconsiderate They lie all the time and tell you different things For instance they keep switching the dates that they’re going to come out on usI had one service representative argue with me today that the time was supposed to be to I have it on my machine it says that they were going to be here between and 4:PMI also got a call that they were sitting at my door and if I gave them permission that they could go ahead and do the workWhen I called back the lady wouldn’t even call to see if they were still at my house she was very rude tried to sell me some other service I don’t want other serviceI want my internet fixed May have told us that they didn’t know stuff that was made very clear to them they don’t always log when we call in They have called and canceled on usWe have asked to
Rise Broadband asked us to sign a two year contract based on our cost remaining the same for the duration of the contract then asked for more money per monthWhen my wife and I called to inquire about the extra fee (they were on speaker with us both) they were extremely rude talking over my wife with a louder voice and said that an added "fee" doesn't count and they only agreed to not raise the "rate"We feel this is less than honest
Also, the installer that installed the dish put it on a pole feet high and bolted to the roofMy wife mentioned that the pole seemed very high and with the dish at the top she was concerned about the high Texas winds blowing it offThe installer told her "that has never happend." During winds that were neither light nor strong we heard a creaking noise and observed the pole waiving back and forthWe removed the giant pole and dish in March just before the onset of high winds and severe stormsWhen I removed the pole and dish I observed that the
August 15,
I have been a customer of Rise Broadband since July of when I signed a 2-year contract stating that I get unlimited internet and people without said contract had data capsAround the beginning of the year I got roommates and it was taking a toll on the internetThat’s when I called Rise Broadband to up my mbps from to I asked her how much it would cost? She said that it would cost around $I agreed, then I asked her if this would change anything? She said no, thus I agreed againIn July I noticed overage fees on my bill, which did not make senseI am supposed to have a 2-year contract that says I have unlimited internet and assumed that it had to be mistakeTherefore, I called again and talked with a customer service agent and her supervisorThey told me that when I switched from mbps to mbps that it did not void my contract, that it did not change my contractThat the mbps was a different code than the and there was nothing they c
My internet actually works and isn't that bad so can't relate lol
About year ago I received a flier on my door with an internet promo for Rise BroadbandI called the representative listed on the flier (I have a copy of the flier and number if needed)He explained to me that they are currently offering internet at $a month which included taxes, fees, everything, if I agree to a two year term of serviceHe never mentioned at any time during the conversation that prices could change during the term, he never mentioned an online agreement I would have to give my consent toOnly that I would be paying a fixed price of $a month, which includes all fees, taxes, and service** I gave my consent to those terms verbally and even asked the technician that showed up later to install to please let me review and sign the two year agreementHe told me there was nothing to sign and they do not provide any sort of signed agreementEverything is verbalI thought this was a little disconcerting, but agreed to the $a month for two year** Everything star
Rise Broadband automatically adds services to your account without your express permission, and will automatically charge you for these services, such as "PC Care" If you do not see the email or mail they send about this, you will be charged for it even if it is not something you would ever want to buy You can 'opt out' of a specific service by calling and cancelling the thing you didn't order in the first place Rise Broadband states that they will NOT provide a blanket opt-out for all future add-ons of this kind, and state that for every one, you will have to make sure you watch your email and your mail, and if you don't want the aservice, you must call to cancel it by calling them
Rise Broadband provided an unstable internet connection and proveded no customer service to help me with this problem After being a customer for over years, I decided to cancel my service and switch to company with all around better service Today, when I called in to cancel my service they informed me that I was in a year contract with their company They would cancel my service only after charging me an early termination fee of $for canceling I had not agreed nor signed any sort of contract with Rise Broadband I asked to listen to the recording of the verbal contract that obviously never took place and the supervisor told me that it wasn't available He also told me that my contract information was sent to my account that I didn't have access to? Very sketchy! This is fraud! Utah Statute of frauds says that a verbal agreement is void if the contract cannot be completed in one yearVerbal agreements in Utah (and most other states) are deemed to be void if the cont
I pay Rise Broadband for internet service, with a limit of gb with a speed of 15kbs download and 3kbs upload a month at the cost of $a month
As of the 07/23/I have been denied service and have barely been getting 2kbs or up tp kbs speedWhen I called in to report the problem, I have been given the runaround and advised someone would look into it and correct itI call in every day, to see if anything is being done to correct the problem and was told it had been sent up to a Tier technician to solveWhen I called back the next day was informed it had not been, that nothing had been done to correct the problem
On 07/27/I asked for a supervisor and wanted to know why nothing was being done, the person I talked to was *** ***, ***She stated that she would send a notification to the Tier Network Engineers to correct the problem
When I called back on 08/02/2016, I was informed that it had been sent to tier 3, but they had failed to
I have signed up for the MBPS speed and out of the hours I maintain a speed that is somewhere between 35-MBPSThis is acceptableThe problem is that in the evening hours there are severe slow downs, sometimes dropping my speed to below 5MBPSThe bigger problem is my pingMy ping will shoot up to above during the evening hours making it hard to use the internet for anything that needs a solid ping (gaming and video chat.) The problem only appears during the evening hours, which everyone knows that it is because all of my neighbors are browsing at the same time, causing all of the bandwidth to be used upRise continues to ignore this and do anything about itAll they want to do is to continue to send someone out to my houseMy house is not the problem, as evidenced by the rock solid connection I get hours out of the dayRise needs to add more capacity to the towers Pretty frustrating to get less then half of what I pay for
My husband mistakenly paid $to Rise Broadband, instead of the $we owedThis created an urgent problem for us, because it is our entire monthly budgetThus far we have only been able to reach call tree workers, who have given us faulty information, failed to give us critical information needed to facilitate a reimbursement, lost the ticket regarding our concern, and have been completely unable to help resolve the problemWe were originally told it would take 4-weeks to reimburse the money, but, due to the large amount of the error, we asked if the problem could be resolved more quicklyWe were told they would try to handle it by one week from that dateThat would have been August Today we learned a new complaint ticket was generated on August 6, postponing the return by yet another week
I pay for 20GBPS a monthWhen I first purchased this my service was greatThey proceeded to max out the customers that the tower can handle and the only tower available to meI now get no service during peak timesI have called and had a tech to my house, who confirmed that the only issue I was having was due to Rise broadband having too many customers on the towerThe do not cap out there towers to make sure the customer is getting what they pay forWe run at an average of 5GBPS and have no service at all when the peak times hitI have filed a case # and someone email me 3-weeks later saying the case was closed and if I wanted help with my equipment to give them a callI have repeatedly told them through email, chat and phone calls that there tower is the issueThey will not discount the months my service hasn't ran and they will not acknowledge nor address the issue that they are taking peoples money and not even remotely meeting there obligation for what you are payingI
About three weeks ago I called to cancel my service with Rise Broadband after having them for yearsI would frequently have billing issues of charges for the router box which was supposed to be freeWhile talking with the customer service rep she said that I could lower my account to 39.99/ mo and still keep the same service that I hadI made sure to ask if I was receiving the fastest speed available because me family does use the internet for everythingI work from my computer as well as go to school full time and my children range in ages so ***, *** or the *** are always onI was assured that the price included the top of the lineNever once did she mention there would be a data cap or that the service that I had was unlimitedHad I known there was a data cap I would have canceled and found a company that would be more compatible for our daily usageSince three weeks ago I have been receiving emails about goin over our allowed dataI asked if my data had just been o
I have contacted Rise Broadband via phone and their online tech supportI have attempted to call them every day this week and have experienced impossibly long hold times
The internet has been out at my house for multiple monthsThey have refused to send out a technician to repair it, as they have unreasonably limited tech support periods, consecutive times days a week during business hours
They refuse to even attempt to schedule a technician without continually forcing me to performs 30+ minutes of diagnostics with every support call or charge me $Since this has been out and unchanged for months, this is just an effort to waste my time
I contacted Rise Broadband to provide service in a very rural area They said they would be able to provide 20mb of internet service I entered into a 2yr contract based on their guarantees After months of service and only receiving less than 2mb of service, I decided to cancel I was paying for 20mb and not receiving what I contracted for They did not fulfill their end of the contract I don't feel I should have to pay a $cancellation fee for services not rendered
I signed up with Rise broadband a little over a year agoyear mbs service with unlimited dataFirst offense they removed my equipment from my roof without my knowledge or permissionNo resolution other than to reinstall equipmentSecond offense, called to transfer service to location next door, was assured that would keep my unlimited planFound out today that I am no longer unlimited, but still bound by year agreementNo resolution
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-
A fee for RES PC care support for the amount 0f $was added to my Rise Broadband account back in June without my knowledge or consentI was told on the phone today by the billing department that it was a free month trial added for all customers that could be cancelled at any time after the monthsI believe this is a very shady way of doing business by requiring me to cancel a subscription I never agreed to in the first placeI had not noticed the extra charge until now because I have had so many issues and credits on my account since I have had the service that it has been a never ending headache of calling in for my credits each and every monthDue to service outages because I was trying out new equipment that frankly was not working as they or I had hoped
I was given information from a rise Broadband employeeDue to this misinformation I chose a new internet plan that ended up not working for meI was lied to by the employee and then when I tried to rectify the situation and go back to my original plan I was told it was no longer availableI was told by four employees that I would be contacted by a supervisor within Hours, it has been days and I have heard nothing and mean while my bill is just being raised higher and higher and higherMy main complaint is that I was lied to and that I was never contacted, nor is there a number that I can call to contact a supervisor directlyI have tried online chats, phone conversations, social media, and email in order to get in touch with someoneAll to no avail
Rise Broadband contacted me to increase speed on my internet serviceI informed them I could not pay higher than current pricing and I was not interested in signing a one year contractOn multiple occasions with multiple representatives I was promised the cost would remain the same as my current pricing if I was willing to commit to one yearI informed them the moment the pricing was elevated in any way I would be cancelling the agreementRise increased my pricing over $a month and are saying they have no control over what their employees promised..and that I am now locked into a year contract with a $early termination feeThere were at least phone calls prior to the upgrade stating cancel the contract as the service was unavailable for over a week I was promised the adjustment would be made as well as a full months credit for the continued discrepancies in the bill as well as the almost day outage and less than promised speedsNone of this has happened and the la
The service paid for is internet connection Each month they are allowed to collect a monthly fee, however why are they not required to actually provide the service? I have tried to cancel my service and am being charged a cancellation fee for early termination I explained to them that it is not fair to lot a customer in if they are paying for mb speed and they only receive A download speed of one cannot even be used to check email If we did not have a speed of 1, we would have no service at all! Any time that you attempt to contact the company you are either disconnected or spend hours on the phone on hold When a customer pays for a service they should not be required to take additional time off of work for service calls in order to get the product they believed they were purchasing It is almost fraudulent in my opinion, that there is no oversight for them to provide what you have signed up for If they are not providing what you agreed to, they should not be allowe
There a lot problems with this company One we’ve never had the right amount of Internet as we pay for The other problem is their service department is horrible rude and inconsiderate They lie all the time and tell you different things For instance they keep switching the dates that they’re going to come out on usI had one service representative argue with me today that the time was supposed to be to I have it on my machine it says that they were going to be here between and 4:PMI also got a call that they were sitting at my door and if I gave them permission that they could go ahead and do the workWhen I called back the lady wouldn’t even call to see if they were still at my house she was very rude tried to sell me some other service I don’t want other serviceI want my internet fixed May have told us that they didn’t know stuff that was made very clear to them they don’t always log when we call in They have called and canceled on usWe have asked to
Rise Broadband asked us to sign a two year contract based on our cost remaining the same for the duration of the contract then asked for more money per monthWhen my wife and I called to inquire about the extra fee (they were on speaker with us both) they were extremely rude talking over my wife with a louder voice and said that an added "fee" doesn't count and they only agreed to not raise the "rate"We feel this is less than honest
Also, the installer that installed the dish put it on a pole feet high and bolted to the roofMy wife mentioned that the pole seemed very high and with the dish at the top she was concerned about the high Texas winds blowing it offThe installer told her "that has never happend." During winds that were neither light nor strong we heard a creaking noise and observed the pole waiving back and forthWe removed the giant pole and dish in March just before the onset of high winds and severe stormsWhen I removed the pole and dish I observed that the