I am writing with an unresolved complaint In December I responded to an ad saying we can upgrade our speed with our home internet service via Rise We had previously been with Digis on an unlimited but slow date plan I "upgraded" the account Now that we began streaming some video we are getting notified that we have a new 150M max on our account I was never informed of this at the time I spoke today, June 6th, to ?***? in tech support and [redacted] in customer service who said nothing could be done I believe that is bait and switch, since we did not have truth in advertising What I would like is our old, even slower data stream with no limit on quantity There is no way I would have switched had I known I am angry and disappointed Please help [redacted] , MD cc Revdex.com
I was informed that I would be issued a credit for months of service that I did not receive because Rise Broadband changed towers for the Burns, wy location and no longer were we getting internet service in this area, this is per the technician that services Burns, wy area I was charged for three months of service and I only received one month of service Per Cameran I was issued a credit for $I was informed that I would receive a check 6-weeks When I called in July about the check I was told that it would take another 6-weeks to process the credit I called today 8/11/to check the status of the check for $and I was informed my account was out No credit to be issued
Rise Broadband provides internet services in and around [redacted] The service provided to us has been slow (less than 50% of advertised speed) and consistent loss of service for 2+ hoursWe have contacted them on numerous occasions for resolutionNone has been providedThe technician even came to our house different times and still the issue continuedHe said the tower has been degraded for many monthsThere is only one tower available for service in our locationThey cannot switch us to another tower Spoke with a representative in October who assured us they were performing upgrades on the tower that would be done in NovemberContacted Rise again in December to inquire about the upgrades since the representative who said she would contact us when the upgrades were finished never calledThe representative stated there never were upgrades to the tower This issue has been going on since JulyI started documenting our speed tests starting in OctoberWe pay for 5mbps
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 [redacted] (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
I needed assistance with an Internet outage I have the Internet and the phone service; so when the Internet goes out, I have no home phone My cellphone has very weak signal and I need to use a 'microcell' to boost my connection...the microcell is fuled by the InternetWhen the Internet goes down, I have no cellphone, no home phone and no Internet I work a lot from home for my job and my job is an hour away This was an urgent situationWhen the company was contacted the representative stated that the technician was re-routed and would be at the location 1/hours later than originally requested and documented in our file electronically I was then told the next appointment would be a week away! Then I talked to someone else, it became MondayThe representative was rude and obnoxious! [redacted] at Rise Broadband needs to be fired due to lack of customer service Telling a paying customer who is having problems with your service (or the company you represent) that speaking with a supervisor, "Will do you no good" and THEN he threatened to cancel my service call to my home! I tried talking to another representative in the dispatch department and [redacted] actually intervened on that call continuing to harass me with the threat of cancelling my service I finally was able to talk to Tim, a manager, who made sense of it all and did send a technician the same day; however, the damage has been done based on the experience I received
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
Long time customer of RiseBroadband (formerly Digis) At first, we had major stability issues, then we were switched to the new equipment on the same tower, our hardware was changed on the house, and things worked much better We have the 5M unlimited plan, and while doing all the testing we were getting 5M Download and 2M upload We were fine with that In the last few months, our upload speed dropped to 0.48M At that speed when using our VOIP phone service, phone conversations drop out some RiseBroadband has been "working" on the issue for weeks nowBeing a network tech, I had them change my routers MAC address to a new one (I setup the new MAC on my existing router, no other changes), and when it connected, we got over 15M download and over 15M upload I could access secure web sites without authenticating to RiseBroadband, so I ran like this for hours Always getting over 15M download AND upload speedsI could not access non-secure web sites without getting the RiseBroadband re-direct to authenticate with our account number and phone number So I did that and as soon as I was authenticated, our speeds went right back to 5M download and upload And they try to tell me the issue is on my endWen we are changing to an new ISP that runs similar equipment due to where we are located I hope they are a little wiser
I had Internet Service with Rise Broadband for a few years The service was poor and a number of times I was not able to watch a movie because of constant buffering I found a new Company in my area that was advertise as faster I switched companies in August of this year While with Rise Broadband I had set up automatic billing/withdrawal from my checking account I disconnected my service with Rise Broadband on August 10, and the last bill was automatically withdrawn from my accountIn October I began receiving bills saying I owed $dollars for over the allowed amount internet usageWhen I called asking for an actual statement showing the over usage they just sent me the same statement, which does not show proof of over use, just an amount owing I have yet to receive an actual statement showing what I actually owe for Now they have referred my account to a Collection Agency called Credit Management located in [redacted] ***
The internet service we pay for and receive is poor quality The download speed and upload speed are considerably lower than what we are paying for I have called customer service numerous times and the service does not improve In the last approximately weeks, I have called the number three times about the same issue - latency and slow speed of our internet Each time I ask to talk to someone higher up than the customer service rep who answers the phone Each time, they take my phone number and tell me that a supervisor will call me within days A supervisor has never contacted me The customer service rep tells me they will "escalate" my ticket for this issue to their "tier 2." I'm not sure what that is exactly but the issue does not change Sometimes it will get better for several weeks but then it always slows down again They never credit our bill when our service is substandard The tech I spoke with this last weekend actually said he understood my frustration
Rise Broadband bought [redacted] a couple of years ago (not sure of exact timing)We had often had issues with [redacted] 's service to our residential location, but these would generally be resolved within a month of complaintsRise has been informed of consistently poor quality internet to us since late They have informed us that the connection to our location is over loaded with traffic but have given no estimate of when the over loading issue will be resolvedIn the meantime, our internet service has generally been poor or non-existent and getting worseNot only are we still being charged full subscription price by Rise, but we have subscriptions for other services that require high speed internet service that we can only use occasionally (like [redacted] )
This company continues to call our home and harass my wifeI am a retired disabled veteran undergoing medical and mental careMy wife has authorization to handle our finances and make the household decisionsI stress easily and it has severe consequences to my healthI have asked this company to stop calling me yet they continue to do soWhen my wife answers the phone they hang up on her when she asks what the nature of their call is regardingWhen she has gotten them to stay on the line long enough she has complained about the hang upsShe is then told it is a computer glitch and then they hang up on her againWe are being harassed, woken up to their hang up calls, and subjected to their rudeness in the privacy of our own homeThis is NOT the freedom I gave my life protecting
my Rise goes off about am and comes on about amnot just once but many times since I have been a subscriber looking for a carrier who can stay awake all night will not pay bill [redacted] until we get a resolutionif you contact me, please use a supervisor who is authorized to make a decision brian [redacted]
Rise is the WORST ISP I have ever hadThe speed advertised are a flat out lie, Data caps? Are you kidding me?? This is home internet, not a damn data planUnbelievableIt blows my mind that they have an A according to this websiteThey deserve an FI hope they get in trouble for advertising of their service
I have never received the download speeds my contract specifies. Despite numerous calls and chats on-line I was always told there was nothing wrong on their end. Well obviously there was because I have found a new provider that delivers the speeds promised. Despite my not receiving the speeds specified in my contract they still are charging an early termination fee.
This company is charging all its customers a $"PC support" fee without their permissionA customer has to call in and cancel the unauthorized service to stop the billing
Started using Rise Broadband about a year agoFor most of that time they were pretty good except for their billingWe were told $per month for up too 20mp and 90% of the time we got that speed or very closeBut the bill would be anywhere for $to $per monthEvery month would get an e-mail of the bill and would open it with treadBecause I knew I would have to spend to minutes on the phoneThey would correct itAnd then in the last months they are down about every other dayWhen you call its a to minutes hold time if you can get someone at allOne time they were down for a hold week and you could not get anyone one phone
Purchased service from company around Feb-March I was attracted to them because they offered meg download speedMy u-verse could only provide download when they promised meg I switched to RiseThey promised meg down For first days or so, it would approach on a good day, but hovered around or less most of the timeThey said it was due to excess traffic from other usersIt never improved much from that to meg download I used it the best I couldA couple months later, the service deteriorated more Their service would drop completely to zeroTotal loss of signalI am located within air miles line of site from towerI called for supportTechs would arrive and correct problem Tech's said equipment at tower site, my modem and overall equipment performance was compromisedIt had been hackedEquipment lost its identity Tech's repaired and equipment worked OK again I experienced a couple more outages, but Rise was able to restore itSometim
It's what I knowRise Broadband charges an extravagant price for5mbps download speedI have been with them for several yearsI have yet to get anywhere near this speed except maybe at 5:amAs soon as most people get online, the speed drops down to .35-1.5mbps if your luckyIt also is down several times/monthWhy pay $50/month, no competition, I'm in a low spot and only alternative is satellite which is higher and has a low data capSorriest company to deal withcan't get them on the phone most of the time
I received notifications saying my internet had reached it's max and that I would be charged overages if I continued to use the serviceThis happened days before my service started overThirteen days later I received another notice of heavy use, this now being in the new statement cycle, making me believe they did not reset my servicethe total ended up equating to double my usage ( in a two month span) and overage charges of over $I reached out to Rise to have this addressed but they claim they could not see a breakdown and said I would need to shut my internet down for days to see if it continues to drawThis lack of responsibility and ownership of the issues has led to a massive charge and something I cannot allowThis is the only service I have available and that is not an excuse for them to be able to rake me over the coals
I pay $+ dollars a month for internet service This company is down at least half the tine Today I have tried to call different number for them and it rings once then hangs up Could not contact them thru their internet service or any port that I am aware of This has been an ongoing problem since I signed up with them a few years ago and has never been taken care of They come back with BS as to the lack of service, and its "not their fault" I would like to have my bill adjusted for the down time as they are not providing service according to contract, or their advertising
I am writing with an unresolved complaint In December I responded to an ad saying we can upgrade our speed with our home internet service via Rise We had previously been with Digis on an unlimited but slow date plan I "upgraded" the account Now that we began streaming some video we are getting notified that we have a new 150M max on our account I was never informed of this at the time I spoke today, June 6th, to ?***? in tech support and [redacted] in customer service who said nothing could be done I believe that is bait and switch, since we did not have truth in advertising What I would like is our old, even slower data stream with no limit on quantity There is no way I would have switched had I known I am angry and disappointed Please help [redacted] , MD cc Revdex.com
I was informed that I would be issued a credit for months of service that I did not receive because Rise Broadband changed towers for the Burns, wy location and no longer were we getting internet service in this area, this is per the technician that services Burns, wy area I was charged for three months of service and I only received one month of service Per Cameran I was issued a credit for $I was informed that I would receive a check 6-weeks When I called in July about the check I was told that it would take another 6-weeks to process the credit I called today 8/11/to check the status of the check for $and I was informed my account was out No credit to be issued
Rise Broadband provides internet services in and around [redacted] The service provided to us has been slow (less than 50% of advertised speed) and consistent loss of service for 2+ hoursWe have contacted them on numerous occasions for resolutionNone has been providedThe technician even came to our house different times and still the issue continuedHe said the tower has been degraded for many monthsThere is only one tower available for service in our locationThey cannot switch us to another tower Spoke with a representative in October who assured us they were performing upgrades on the tower that would be done in NovemberContacted Rise again in December to inquire about the upgrades since the representative who said she would contact us when the upgrades were finished never calledThe representative stated there never were upgrades to the tower This issue has been going on since JulyI started documenting our speed tests starting in OctoberWe pay for 5mbps
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 [redacted] (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
I needed assistance with an Internet outage I have the Internet and the phone service; so when the Internet goes out, I have no home phone My cellphone has very weak signal and I need to use a 'microcell' to boost my connection...the microcell is fuled by the InternetWhen the Internet goes down, I have no cellphone, no home phone and no Internet I work a lot from home for my job and my job is an hour away This was an urgent situationWhen the company was contacted the representative stated that the technician was re-routed and would be at the location 1/hours later than originally requested and documented in our file electronically I was then told the next appointment would be a week away! Then I talked to someone else, it became MondayThe representative was rude and obnoxious! [redacted] at Rise Broadband needs to be fired due to lack of customer service Telling a paying customer who is having problems with your service (or the company you represent) that speaking with a supervisor, "Will do you no good" and THEN he threatened to cancel my service call to my home! I tried talking to another representative in the dispatch department and [redacted] actually intervened on that call continuing to harass me with the threat of cancelling my service I finally was able to talk to Tim, a manager, who made sense of it all and did send a technician the same day; however, the damage has been done based on the experience I received
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
Long time customer of RiseBroadband (formerly Digis) At first, we had major stability issues, then we were switched to the new equipment on the same tower, our hardware was changed on the house, and things worked much better We have the 5M unlimited plan, and while doing all the testing we were getting 5M Download and 2M upload We were fine with that In the last few months, our upload speed dropped to 0.48M At that speed when using our VOIP phone service, phone conversations drop out some RiseBroadband has been "working" on the issue for weeks nowBeing a network tech, I had them change my routers MAC address to a new one (I setup the new MAC on my existing router, no other changes), and when it connected, we got over 15M download and over 15M upload I could access secure web sites without authenticating to RiseBroadband, so I ran like this for hours Always getting over 15M download AND upload speedsI could not access non-secure web sites without getting the RiseBroadband re-direct to authenticate with our account number and phone number So I did that and as soon as I was authenticated, our speeds went right back to 5M download and upload And they try to tell me the issue is on my endWen we are changing to an new ISP that runs similar equipment due to where we are located I hope they are a little wiser
I had Internet Service with Rise Broadband for a few years The service was poor and a number of times I was not able to watch a movie because of constant buffering I found a new Company in my area that was advertise as faster I switched companies in August of this year While with Rise Broadband I had set up automatic billing/withdrawal from my checking account I disconnected my service with Rise Broadband on August 10, and the last bill was automatically withdrawn from my accountIn October I began receiving bills saying I owed $dollars for over the allowed amount internet usageWhen I called asking for an actual statement showing the over usage they just sent me the same statement, which does not show proof of over use, just an amount owing I have yet to receive an actual statement showing what I actually owe for Now they have referred my account to a Collection Agency called Credit Management located in [redacted] ***
The internet service we pay for and receive is poor quality The download speed and upload speed are considerably lower than what we are paying for I have called customer service numerous times and the service does not improve In the last approximately weeks, I have called the number three times about the same issue - latency and slow speed of our internet Each time I ask to talk to someone higher up than the customer service rep who answers the phone Each time, they take my phone number and tell me that a supervisor will call me within days A supervisor has never contacted me The customer service rep tells me they will "escalate" my ticket for this issue to their "tier 2." I'm not sure what that is exactly but the issue does not change Sometimes it will get better for several weeks but then it always slows down again They never credit our bill when our service is substandard The tech I spoke with this last weekend actually said he understood my frustration
Rise Broadband bought [redacted] a couple of years ago (not sure of exact timing)We had often had issues with [redacted] 's service to our residential location, but these would generally be resolved within a month of complaintsRise has been informed of consistently poor quality internet to us since late They have informed us that the connection to our location is over loaded with traffic but have given no estimate of when the over loading issue will be resolvedIn the meantime, our internet service has generally been poor or non-existent and getting worseNot only are we still being charged full subscription price by Rise, but we have subscriptions for other services that require high speed internet service that we can only use occasionally (like [redacted] )
This company continues to call our home and harass my wifeI am a retired disabled veteran undergoing medical and mental careMy wife has authorization to handle our finances and make the household decisionsI stress easily and it has severe consequences to my healthI have asked this company to stop calling me yet they continue to do soWhen my wife answers the phone they hang up on her when she asks what the nature of their call is regardingWhen she has gotten them to stay on the line long enough she has complained about the hang upsShe is then told it is a computer glitch and then they hang up on her againWe are being harassed, woken up to their hang up calls, and subjected to their rudeness in the privacy of our own homeThis is NOT the freedom I gave my life protecting
my Rise goes off about am and comes on about amnot just once but many times since I have been a subscriber looking for a carrier who can stay awake all night will not pay bill [redacted] until we get a resolutionif you contact me, please use a supervisor who is authorized to make a decision brian [redacted]
Rise is the WORST ISP I have ever hadThe speed advertised are a flat out lie, Data caps? Are you kidding me?? This is home internet, not a damn data planUnbelievableIt blows my mind that they have an A according to this websiteThey deserve an FI hope they get in trouble for advertising of their service
I have never received the download speeds my contract specifies. Despite numerous calls and chats on-line I was always told there was nothing wrong on their end. Well obviously there was because I have found a new provider that delivers the speeds promised. Despite my not receiving the speeds specified in my contract they still are charging an early termination fee.
This company is charging all its customers a $"PC support" fee without their permissionA customer has to call in and cancel the unauthorized service to stop the billing
Started using Rise Broadband about a year agoFor most of that time they were pretty good except for their billingWe were told $per month for up too 20mp and 90% of the time we got that speed or very closeBut the bill would be anywhere for $to $per monthEvery month would get an e-mail of the bill and would open it with treadBecause I knew I would have to spend to minutes on the phoneThey would correct itAnd then in the last months they are down about every other dayWhen you call its a to minutes hold time if you can get someone at allOne time they were down for a hold week and you could not get anyone one phone
Purchased service from company around Feb-March I was attracted to them because they offered meg download speedMy u-verse could only provide download when they promised meg I switched to RiseThey promised meg down For first days or so, it would approach on a good day, but hovered around or less most of the timeThey said it was due to excess traffic from other usersIt never improved much from that to meg download I used it the best I couldA couple months later, the service deteriorated more Their service would drop completely to zeroTotal loss of signalI am located within air miles line of site from towerI called for supportTechs would arrive and correct problem Tech's said equipment at tower site, my modem and overall equipment performance was compromisedIt had been hackedEquipment lost its identity Tech's repaired and equipment worked OK again I experienced a couple more outages, but Rise was able to restore itSometim
It's what I knowRise Broadband charges an extravagant price for5mbps download speedI have been with them for several yearsI have yet to get anywhere near this speed except maybe at 5:amAs soon as most people get online, the speed drops down to .35-1.5mbps if your luckyIt also is down several times/monthWhy pay $50/month, no competition, I'm in a low spot and only alternative is satellite which is higher and has a low data capSorriest company to deal withcan't get them on the phone most of the time
I received notifications saying my internet had reached it's max and that I would be charged overages if I continued to use the serviceThis happened days before my service started overThirteen days later I received another notice of heavy use, this now being in the new statement cycle, making me believe they did not reset my servicethe total ended up equating to double my usage ( in a two month span) and overage charges of over $I reached out to Rise to have this addressed but they claim they could not see a breakdown and said I would need to shut my internet down for days to see if it continues to drawThis lack of responsibility and ownership of the issues has led to a massive charge and something I cannot allowThis is the only service I have available and that is not an excuse for them to be able to rake me over the coals
I pay $+ dollars a month for internet service This company is down at least half the tine Today I have tried to call different number for them and it rings once then hangs up Could not contact them thru their internet service or any port that I am aware of This has been an ongoing problem since I signed up with them a few years ago and has never been taken care of They come back with BS as to the lack of service, and its "not their fault" I would like to have my bill adjusted for the down time as they are not providing service according to contract, or their advertising