In July 2015, internet services were initiated through Rise Broadband, under the Mbps monthly priceWe were always receiving less than Mbps, with an occasional trouble shooting call for tech supportI was told that I may not always get the Mbps, due to variability, however, with a call placed in May 2016, and a service call for technical trouble shooting on May 24, 2016, the technician removed an old "antiquated" Rise Broadband radio which was originally put into service back in July I was informed by the technician providing the service, that the equipment SHOULD NEVER HAVE BEEN PLACED IN SERVICE, and that I would NEVER have received the contracted speeds with the deviceI still have thee old device in my possession, should I need to take the matter furtherI let the matter go, until now with a call placed to Rise concerning additional internet speed problemsI spent an hour on the phone with an unresolved problemSpeaking with the technician named "***" and his
I agree with everything all the other customers are complaining about! I too would no star them if I could! I have spent over hours on the phone with them in the past couple months to no availI too live in a rural area and don't have a lot of choicesWe were with T-and had no complaints until it became RiseWe have terrible serviceWhen my router (which was their equipment) took a dive I was told I could take it in to the store that I drive by every day and exchangeI about broke my nose on the door as they are closed! Shouldn't they know that? Said it would take over a week to get new one I told them forget it my daughter is in online college and I would Amazon oneProceeded to try and get a refund for the time we had been without service, it had already been a couple of weeksI was told they would give me $and some odd cents for my troublesWow!! I told them my time was worth more than that and I wanted them to make it rightThey offered me $credit for monthsI told them that was a good start but I really wanted to talk to a manager as our service is really terrible and wanted an explanation after all I pay them over $per month for nothingThey said they could save me moneyI said howThey said they could switch my tower and put me on as a new customer and drop my monthly bill with a year contractI laughed and said why would I switch to a different tower when I was looking right at the antenna nowIt literally is in my backyardNo trees no nothing to obscure it in any way and I can't get service nowWhy would I switch to a tower far away and expect any betterTold them first chance I get I would cancel their service so I certainly don't want to be in a contract! I'm sure my words were Hell No! I continued to ask for a managerThey said they would have one call me back within hours and I left it at thatSurprise! No one ever called me backA few months went by and I called them about an email I recieved that I was over my limitWhat limit I thought, I have been on an unlimited plan since day and have never been told I wasn'tI called to ask why I was over on an unlimited planThey said they had done away with the unlimited plan years prior! What! No one informed me! No call, no email, no letter, no nothingI said what am I paying $and change for every month thenThey said my bill was only $What! They argued with me about what I had been paying so I said I'd call them backSure as st I had been paying $a month except for the last month and currentI called back just to find out why my bill had changedI have only gotten an email from them about overages nothing else everBoy was I surprised to find out I had been switched to a different plan! Not only that, my lucky prize came with a bonus of a year contract!! WHAT!!! I never, ever said sure sign me up for more years of your st service and who needs unlimited, I'll gladly pay all your overages, it would be my pleasure! I couldn't believe itI said I never agreed to a contractThey said sure it says so right hereAfter hours on the phone I finally got a manager his name was PeterHe said he would have to investigate my case, I told him to listen to the call log from my number on that date and he would see that I never agreed to a contractIf I was right he agreed to place me on an unlimited plan for $per month with no contract and waive the $equipment fee as, duh, I already have the equipmentHe promised to get back with me asapHA!! Called them back weeks later, never spoke to Peter even though I asked toThey said they were going to hold me to the contract I knew nothing about but they would let me sign up for the $unlimited with a one year contract but they would waive the $fee and, bless their hearts not charge me for the early termination fee from leaving the year contract I was already inAww so nice of themFinally I relented figuring year was better that and I thought for sure I was going to stroke out by this timeSo on 11/9/at 1:p.m*** switched me to the unlimited plan..all set! I also reminded him about the fact I only get overage emails and nothing else as they have swore they have sent me emails about all the changes to my plansSo why then at the end of November am I getting overage notices again? Another phone call and guess what?!? The plan that THEY offered ME is not good in Illinois! WHAT!! Shouldn't they know that BEFORE they offer it to someone that lives in Illinois? After all the first thing they do when you call them is verify your addressSo now that's my problem! After another minutes and telling the new guy all about the fact that I NEVER agreed to a contract he said the best he could do was $per month gig limit with no contractAgain I was happier to have no contract even if I can't have unlimitedSo I said that sounded ok but wanted to make sure they weren't going to sock me with an early termination fee on a contract I never agreed to to begin withHe said he would let me out of it but I would have to pay an upgrade fee of $Notice he didn't lead with that or mention it until I asked himI said I would be happy to switch to that but I was not going to pay the $upgrade fee as I DON'T HAVE A CONTRACT!!!!!!!! He just kept talking over me when I was trying to explain that I didn't feel I should have to pay a fee for their mistake but I was willing to take the lesser deal anywayHe says look we been on the phone over minutes what do you want me to doMind you 80% of the time I was on holdI said I want you to waive the $fee and be done with itHe says then I will have to pay the over $in early termination fees because I am in a year contract! MY GOD!!! I DONT HAVE A CONTRACT, I NEVER AGREED TO A CONTRACT!!!! WTF! HOW CAN THEY GET AWAY WITH THIS!!! DON'T THEY HAVE TO HAVE SOMETHING SIGNED OR A VOICE RECORDING OF AN AGREEMENT???? I had to hang upI just can't anymoreI don't know what to do and there is no way to get to someone higher up, they just won't let it happenIt's been a long rant and I apologize for that but this really should never ever happenI hope people would choose any other option besides Rise that they haveI have also found out that they have done the same thing to my neighbors around me as we are all in the same boatThere should be a law
I overpaid them by $via bill pay from my bank first of JuneContacted immediately and was told refund would take to weeksAt weeks I called again, was told I needed to send proof of payment from bank, and proof that it cleared my bank and was not in pending statusEven though it was paid through a EFT not with a credit card or debit cardI sent to them as I was on the phone with representative and he acknowledged he received themWe called a week later to check status and was told it would take another to weeks, after we got angry with them and discussed litigation they said they would expedite it to to daysI called again a week later and they told me they now need a letter from my bank stating they would not reverse the chargeEven though it was not paid with a charge cardThey could have explained to us from day what they needed, here it is over months and we still do not have our money
I have contacted Rise Broadband times regarding this particular issue without resolutionAs a point of fact my internet speed has decreased to less than what it was prior to an upgrade approximately 6-months agoAt that time my speed was supposed to be up to mbs I upgraded to a yr contract with speeds up to mbsThe internet went down on DecSince that time my internet speed has been so slow I can't use the internet hardly at all without it freezing up let alone stream any kind of TV ie *** or ***I have contacted both tech support and billing multiple timesTech support (Erica Dec26) said they could see that something was wrong with their tower that we receive our signal from and they would have a technician address the issueAs of Dec Our speeds have decreased even moreI have contacted Rise on numerous occasions for poor internet service particularly sporadic serviceTheir customer service and internet service is poor to horribleIt is rare to ever
They have the worst customer service I've ever dealt withThey do not return calls when they say that they are going toThey seem to have no interest in fixing my slow internetWhich I've been dealing with for months
In June of internet tower went down in our area Since then we have not been able to get the download/upload speeds that we were getting before this happened Every time we contact customer service they say there is no update on the ticket they have submitted Our download speeds is less than mbps and our upload speeds are mbps Even whenever we do get a hold of a technician they agree that our speeds are very low for the price we are paying Also, the wait time for connecting with a technician varies from to minutes
I initially signed up for the 20MBPS internet service with Rise Broadband When the technician came out to install my service I was told that it could not be offered at that location and offered to connect me to 5MBPS service Immediately there was sever connection issues with the service and sub par speeds when service was available The Technician came out to attempt to correct the issue and was unable to Speaking with the customer service I was informed it was a known issue in that area due to a defective tower and their was no resolution
There is only one provider of Internet services in our community The company has a practice of offering promotions which lower the cost for a period of time (understandable) However after that time months, individuals are charged different rates for the same service I am not allowed to cancel my plan and receive the same discounts as others because I am not a new customer So I am being charged more for the same services and have no way to access the opportunity that others are receiving
With only one internet provider in the area, I have not options to go elsewhere
My internet company was bought by Rise Broadband I have had this service for years or more I have had issues in the past and they have been addressed in a timelt matter However for the past weeks we have had connectivity issues intermitantlt and there tech department has an open ticket but nothing has been resolved I have accounts with them which we use for business and personal use Its bad enough when the advertise mb per second and I only get on a good day For the last weeks it only works half the time the rest its totally down There tech department will not say when it will be fixed just that there is an open ticket I think they shoul offer a discount on service no rendered but they refused
Our company has four accounts with Rise Broadband It has been a constant struggle to have them correctly apply our payments This causes late fees, costs to stop payments that they reject, and monthly phone calls to correct the accounts They have completely rejected the last two payments for one of the accounts We tried to resolve the issue by putting our account number on the pay stub and sending in the remittance coupon and was told that wasn't good enough We don't believe it is our fault the payments are not being applied correctly, and therefore do not believe we should have to pay late fees This continued run around is ridiculous We are a reputable company and pay our bills in a timely manner, there is no reason for our accounts to be in default While the customer service reps have been very nice up to this point, they have not been helpful We would like to be able to pay our bill and continue service with them but they have made that impossible
After several correspondences with Rise Broadband regarding our slow or nonexistent internet, I decided to cancel and find another internet service providerI called Rise Broadband today to cancel, effective immediatelyI had paid $to cover the entire month of January, I asked to be reimbursed at a pro-rated rate for the month of January since my cancellation was effective immediatelyThe customer service representative refused to give me my money backI told her this was very poor business ethics
I am caretaker for my ex-husband We moved to Pahrump NV and I chose a one year contract because he would be going into extended care at a VA facility and I would be moving to AZ until they decide if they will release him for hospice He has gotten worse and after months of being with RISE fulfilling the contract I signed up for, I have tried to cancel because we will be moving tat the end of this month I was told that they have changed my contract to two years which I specifically told them not to and why when I signed up I will be living with a friend in AZ until a decision is made on my ex-husband - they already have WIFI and Rise doesn't even offer their service in AZ They have charged me over $in cancellation fees which I refuse to pay because of the above issues On four occasions I have called and tried to discuss I have gotten promises of a supervisor would call back within hours but never a call, just a closing bill for $
Hello,
I am writing to file a formal complaint about the Rise Broadband service and lack of support and resolution of issueWe have been a customer for a few years and have experienced numerous issues which eventually get resolved however they take months to find a resolutionThis is in reference to ticket #*** for the tower issue and ticket #*** that was noted on our account
The current issue we are having is our internet is dropping out anywhere from to times per hour - sometimes for seconds other times for up to minutesWe've even had the internet go down over night and not come back up until 8am or 9am the next dayThis is beyond unacceptable as this issue has been happening for the past or weeksWe work from home and do presentations, skype calls, and other applications that require constant connectivity
Ultimately we want to know why this issue has been able to persist for so long with what feels like little to no attention by techniciansRi
We have been with Rise Broadband for a little over a year at our old houseWe called to tell them we were moving and wanted to cancel service because we weren't too happy that it was costing us $per monthI was then offered an option with a new tower in Anna and a lower monthly cost of $per month so I decided to stick with them and transfer serviceWhen they came out on the 31st to set up service, I was informed by the tech that the new tower in Anna was not in fact up yetIt would not be active until the 9thSo we have waited until the 9th for them to come outThe tech came out lateI ended up taking the day off because it was noon before they were doneFinally had service but was mentioned that it was a brand new towerI was basically a guinea pig and that their supervisor was living in town and was the first one on it and it may have issues being so newSo it quit working that nightMy husband calls the next morningThey say it will be two more days before someone can come out againFrustrated, I call back to cancel service and am told I will be charged an early cancellation feeAnd no apologies just constant argumentsSaying according to their computers, there is a signalJust saying, I wouldn't bother with being a guinea pig on this new tower unless you don't want consistent serviceTheir integrity is seriously questionableI'm just asking to walk away so I don't have to continue to wait to get service
Original contract was for unlimited dataWe upgraded to a faster plan with unlimited data alsoAfter having service issues a tech down graded us to the lower package to improve our signal strengthNow they are saying we agreed to a limited data packageWe never agreed to thatThey say we did because we called and asked about different packagesWe still have poor serviceThey have now tried to nail us with over data usage and still claim that we agreed to the limited dataIt was not our choice to be down gradedWe did not agree to the limited dataThey have breached the contract but won't let us out of it without paying $
If I could no star, I wouldThis company has been a nightmare They don’t adhere to the service level agreement I signed up for, customer service is poor, and they end up trying to charge you moreAfter multiple issues, I got my services disconnected finally I got what was supposed to be my final bill but it didn’t show my credits The rep said they will send me out another bill that will show the credits I was also informed I would charged $since it’s a paper bill The rep said theirs no way to opt out or to go paperless to avoid that $charge Even with disconnected services they are still trying to get money for services I don’t have or a bill I don’t needMy concern is customers don’t know about this $charge that they can’t opt out on, end up missing a payment, and could go into collections This company has been a nightmare to deal with Please avoid all the issues you will have with this company and find an alternative ISP
I started internet service with *** many years agoSince then the business has been sold several times and the service has gone from outstanding to abismalIt has finally come to Rise Broadband and this is the worst service I have ever experiencedFor almost one year now I have routinely had internet speeds below .25Mbps (I had modems faster and more reliable than this years ago)I have been on the phone with Rise countless times for many hours and had technicians out multiple timesThe end result is always the same - there is absolutely nothing wrong with the equipment on my end - Rise has over subscribed the tower and they know itThe technicians always tell me this and each time I call (after wasting time through various levels of support) I eventually get to a manager who confirms that the tower is oversubscribed and informs me that either a.) Rise is aware of the problem and working on it, or b.) Rise is awaiting approval for an equipment upgradeAfter explaining my cas
Rise provides horrible service with even worse customer serviceOur internet service has been spotty over the last couple months which sadly seemed to become the normRecently, the service area-wide became completely unusableI tried contacting technical support only to be met by automated messages acknowledging the service outagesHowever, while attempting to work with customer support about alternative services, I was passed around to multiple agents who did not communicate as evidenced by asking the same questions repeatedlyUltimately their service reps begin to sound like a broken record saying the same things repeatedly and obviously able to neither make decisions nor place customers in contact with someone who canBuyer beware as they will try to make you pay for services they do not provide and fail to admit fault on their end through both services provided as well as processes
For the last years we have had issues with the service being unreliableWhen we call support it is always a tower issuefor the last weeks we have been down more than up and it was escalated days ago still no updates in their systemwhen we are up we only get 1/10th the speed we pay for
Rise Broadband has failed to provide service agreed upon in the contract agreement for internet service Signal frequently drops (minutes per hour, every hour) and cal centers have been unwilling to help They notified me in November that there were tower issues and would contact me when resolved They notified me in December that there were still tower issues and they would elevate the ticket and contact me, as well as contact me with information about account credits available due to their lack of agreed upon service They did not contact me After waiting for minutes on hold today, I was returned to hold for minutes and then told I would not be let out of contract, nor given account credits, even though they knew there were tower problems and a technician had been out in June to "fix" the radio on our house
In July 2015, internet services were initiated through Rise Broadband, under the Mbps monthly priceWe were always receiving less than Mbps, with an occasional trouble shooting call for tech supportI was told that I may not always get the Mbps, due to variability, however, with a call placed in May 2016, and a service call for technical trouble shooting on May 24, 2016, the technician removed an old "antiquated" Rise Broadband radio which was originally put into service back in July I was informed by the technician providing the service, that the equipment SHOULD NEVER HAVE BEEN PLACED IN SERVICE, and that I would NEVER have received the contracted speeds with the deviceI still have thee old device in my possession, should I need to take the matter furtherI let the matter go, until now with a call placed to Rise concerning additional internet speed problemsI spent an hour on the phone with an unresolved problemSpeaking with the technician named "***" and his
I agree with everything all the other customers are complaining about! I too would no star them if I could! I have spent over hours on the phone with them in the past couple months to no availI too live in a rural area and don't have a lot of choicesWe were with T-and had no complaints until it became RiseWe have terrible serviceWhen my router (which was their equipment) took a dive I was told I could take it in to the store that I drive by every day and exchangeI about broke my nose on the door as they are closed! Shouldn't they know that? Said it would take over a week to get new one I told them forget it my daughter is in online college and I would Amazon oneProceeded to try and get a refund for the time we had been without service, it had already been a couple of weeksI was told they would give me $and some odd cents for my troublesWow!! I told them my time was worth more than that and I wanted them to make it rightThey offered me $credit for monthsI told them that was a good start but I really wanted to talk to a manager as our service is really terrible and wanted an explanation after all I pay them over $per month for nothingThey said they could save me moneyI said howThey said they could switch my tower and put me on as a new customer and drop my monthly bill with a year contractI laughed and said why would I switch to a different tower when I was looking right at the antenna nowIt literally is in my backyardNo trees no nothing to obscure it in any way and I can't get service nowWhy would I switch to a tower far away and expect any betterTold them first chance I get I would cancel their service so I certainly don't want to be in a contract! I'm sure my words were Hell No! I continued to ask for a managerThey said they would have one call me back within hours and I left it at thatSurprise! No one ever called me backA few months went by and I called them about an email I recieved that I was over my limitWhat limit I thought, I have been on an unlimited plan since day and have never been told I wasn'tI called to ask why I was over on an unlimited planThey said they had done away with the unlimited plan years prior! What! No one informed me! No call, no email, no letter, no nothingI said what am I paying $and change for every month thenThey said my bill was only $What! They argued with me about what I had been paying so I said I'd call them backSure as s
t I had been paying $a month except for the last month and currentI called back just to find out why my bill had changedI have only gotten an email from them about overages nothing else everBoy was I surprised to find out I had been switched to a different plan! Not only that, my lucky prize came with a bonus of a year contract!! WHAT!!! I never, ever said sure sign me up for more years of your s
t service and who needs unlimited, I'll gladly pay all your overages, it would be my pleasure! I couldn't believe itI said I never agreed to a contractThey said sure it says so right hereAfter hours on the phone I finally got a manager his name was PeterHe said he would have to investigate my case, I told him to listen to the call log from my number on that date and he would see that I never agreed to a contractIf I was right he agreed to place me on an unlimited plan for $per month with no contract and waive the $equipment fee as, duh, I already have the equipmentHe promised to get back with me asapHA!! Called them back weeks later, never spoke to Peter even though I asked toThey said they were going to hold me to the contract I knew nothing about but they would let me sign up for the $unlimited with a one year contract but they would waive the $fee and, bless their hearts not charge me for the early termination fee from leaving the year contract I was already inAww so nice of themFinally I relented figuring year was better that and I thought for sure I was going to stroke out by this timeSo on 11/9/at 1:p.m*** switched me to the unlimited plan..all set! I also reminded him about the fact I only get overage emails and nothing else as they have swore they have sent me emails about all the changes to my plansSo why then at the end of November am I getting overage notices again? Another phone call and guess what?!? The plan that THEY offered ME is not good in Illinois! WHAT!! Shouldn't they know that BEFORE they offer it to someone that lives in Illinois? After all the first thing they do when you call them is verify your addressSo now that's my problem! After another minutes and telling the new guy all about the fact that I NEVER agreed to a contract he said the best he could do was $per month gig limit with no contractAgain I was happier to have no contract even if I can't have unlimitedSo I said that sounded ok but wanted to make sure they weren't going to sock me with an early termination fee on a contract I never agreed to to begin withHe said he would let me out of it but I would have to pay an upgrade fee of $Notice he didn't lead with that or mention it until I asked himI said I would be happy to switch to that but I was not going to pay the $upgrade fee as I DON'T HAVE A CONTRACT!!!!!!!! He just kept talking over me when I was trying to explain that I didn't feel I should have to pay a fee for their mistake but I was willing to take the lesser deal anywayHe says look we been on the phone over minutes what do you want me to doMind you 80% of the time I was on holdI said I want you to waive the $fee and be done with itHe says then I will have to pay the over $in early termination fees because I am in a year contract! MY GOD!!! I DONT HAVE A CONTRACT, I NEVER AGREED TO A CONTRACT!!!! WTF
! HOW CAN THEY GET AWAY WITH THIS!!! DON'T THEY HAVE TO HAVE SOMETHING SIGNED OR A VOICE RECORDING OF AN AGREEMENT???? I had to hang upI just can't anymoreI don't know what to do and there is no way to get to someone higher up, they just won't let it happenIt's been a long rant and I apologize for that but this really should never ever happenI hope people would choose any other option besides Rise that they haveI have also found out that they have done the same thing to my neighbors around me as we are all in the same boatThere should be a law
I overpaid them by $via bill pay from my bank first of JuneContacted immediately and was told refund would take to weeksAt weeks I called again, was told I needed to send proof of payment from bank, and proof that it cleared my bank and was not in pending statusEven though it was paid through a EFT not with a credit card or debit cardI sent to them as I was on the phone with representative and he acknowledged he received themWe called a week later to check status and was told it would take another to weeks, after we got angry with them and discussed litigation they said they would expedite it to to daysI called again a week later and they told me they now need a letter from my bank stating they would not reverse the chargeEven though it was not paid with a charge cardThey could have explained to us from day what they needed, here it is over months and we still do not have our money
I have contacted Rise Broadband times regarding this particular issue without resolutionAs a point of fact my internet speed has decreased to less than what it was prior to an upgrade approximately 6-months agoAt that time my speed was supposed to be up to mbs I upgraded to a yr contract with speeds up to mbsThe internet went down on DecSince that time my internet speed has been so slow I can't use the internet hardly at all without it freezing up let alone stream any kind of TV ie *** or ***I have contacted both tech support and billing multiple timesTech support (Erica Dec26) said they could see that something was wrong with their tower that we receive our signal from and they would have a technician address the issueAs of Dec Our speeds have decreased even moreI have contacted Rise on numerous occasions for poor internet service particularly sporadic serviceTheir customer service and internet service is poor to horribleIt is rare to ever
They have the worst customer service I've ever dealt withThey do not return calls when they say that they are going toThey seem to have no interest in fixing my slow internetWhich I've been dealing with for months
In June of internet tower went down in our area Since then we have not been able to get the download/upload speeds that we were getting before this happened Every time we contact customer service they say there is no update on the ticket they have submitted Our download speeds is less than mbps and our upload speeds are mbps Even whenever we do get a hold of a technician they agree that our speeds are very low for the price we are paying Also, the wait time for connecting with a technician varies from to minutes
I initially signed up for the 20MBPS internet service with Rise Broadband When the technician came out to install my service I was told that it could not be offered at that location and offered to connect me to 5MBPS service Immediately there was sever connection issues with the service and sub par speeds when service was available The Technician came out to attempt to correct the issue and was unable to Speaking with the customer service I was informed it was a known issue in that area due to a defective tower and their was no resolution
There is only one provider of Internet services in our community The company has a practice of offering promotions which lower the cost for a period of time (understandable) However after that time months, individuals are charged different rates for the same service I am not allowed to cancel my plan and receive the same discounts as others because I am not a new customer So I am being charged more for the same services and have no way to access the opportunity that others are receiving
With only one internet provider in the area, I have not options to go elsewhere
My internet company was bought by Rise Broadband I have had this service for years or more I have had issues in the past and they have been addressed in a timelt matter However for the past weeks we have had connectivity issues intermitantlt and there tech department has an open ticket but nothing has been resolved I have accounts with them which we use for business and personal use Its bad enough when the advertise mb per second and I only get on a good day For the last weeks it only works half the time the rest its totally down There tech department will not say when it will be fixed just that there is an open ticket I think they shoul offer a discount on service no rendered but they refused
Our company has four accounts with Rise Broadband It has been a constant struggle to have them correctly apply our payments This causes late fees, costs to stop payments that they reject, and monthly phone calls to correct the accounts They have completely rejected the last two payments for one of the accounts We tried to resolve the issue by putting our account number on the pay stub and sending in the remittance coupon and was told that wasn't good enough We don't believe it is our fault the payments are not being applied correctly, and therefore do not believe we should have to pay late fees This continued run around is ridiculous We are a reputable company and pay our bills in a timely manner, there is no reason for our accounts to be in default While the customer service reps have been very nice up to this point, they have not been helpful We would like to be able to pay our bill and continue service with them but they have made that impossible
After several correspondences with Rise Broadband regarding our slow or nonexistent internet, I decided to cancel and find another internet service providerI called Rise Broadband today to cancel, effective immediatelyI had paid $to cover the entire month of January, I asked to be reimbursed at a pro-rated rate for the month of January since my cancellation was effective immediatelyThe customer service representative refused to give me my money backI told her this was very poor business ethics
I am caretaker for my ex-husband We moved to Pahrump NV and I chose a one year contract because he would be going into extended care at a VA facility and I would be moving to AZ until they decide if they will release him for hospice He has gotten worse and after months of being with RISE fulfilling the contract I signed up for, I have tried to cancel because we will be moving tat the end of this month I was told that they have changed my contract to two years which I specifically told them not to and why when I signed up I will be living with a friend in AZ until a decision is made on my ex-husband - they already have WIFI and Rise doesn't even offer their service in AZ They have charged me over $in cancellation fees which I refuse to pay because of the above issues On four occasions I have called and tried to discuss I have gotten promises of a supervisor would call back within hours but never a call, just a closing bill for $
Hello,
I am writing to file a formal complaint about the Rise Broadband service and lack of support and resolution of issueWe have been a customer for a few years and have experienced numerous issues which eventually get resolved however they take months to find a resolutionThis is in reference to ticket #*** for the tower issue and ticket #*** that was noted on our account
The current issue we are having is our internet is dropping out anywhere from to times per hour - sometimes for seconds other times for up to minutesWe've even had the internet go down over night and not come back up until 8am or 9am the next dayThis is beyond unacceptable as this issue has been happening for the past or weeksWe work from home and do presentations, skype calls, and other applications that require constant connectivity
Ultimately we want to know why this issue has been able to persist for so long with what feels like little to no attention by techniciansRi
We have been with Rise Broadband for a little over a year at our old houseWe called to tell them we were moving and wanted to cancel service because we weren't too happy that it was costing us $per monthI was then offered an option with a new tower in Anna and a lower monthly cost of $per month so I decided to stick with them and transfer serviceWhen they came out on the 31st to set up service, I was informed by the tech that the new tower in Anna was not in fact up yetIt would not be active until the 9thSo we have waited until the 9th for them to come outThe tech came out lateI ended up taking the day off because it was noon before they were doneFinally had service but was mentioned that it was a brand new towerI was basically a guinea pig and that their supervisor was living in town and was the first one on it and it may have issues being so newSo it quit working that nightMy husband calls the next morningThey say it will be two more days before someone can come out againFrustrated, I call back to cancel service and am told I will be charged an early cancellation feeAnd no apologies just constant argumentsSaying according to their computers, there is a signalJust saying, I wouldn't bother with being a guinea pig on this new tower unless you don't want consistent serviceTheir integrity is seriously questionableI'm just asking to walk away so I don't have to continue to wait to get service
Original contract was for unlimited dataWe upgraded to a faster plan with unlimited data alsoAfter having service issues a tech down graded us to the lower package to improve our signal strengthNow they are saying we agreed to a limited data packageWe never agreed to thatThey say we did because we called and asked about different packagesWe still have poor serviceThey have now tried to nail us with over data usage and still claim that we agreed to the limited dataIt was not our choice to be down gradedWe did not agree to the limited dataThey have breached the contract but won't let us out of it without paying $
If I could no star, I wouldThis company has been a nightmare They don’t adhere to the service level agreement I signed up for, customer service is poor, and they end up trying to charge you moreAfter multiple issues, I got my services disconnected finally I got what was supposed to be my final bill but it didn’t show my credits The rep said they will send me out another bill that will show the credits I was also informed I would charged $since it’s a paper bill The rep said theirs no way to opt out or to go paperless to avoid that $charge Even with disconnected services they are still trying to get money for services I don’t have or a bill I don’t needMy concern is customers don’t know about this $charge that they can’t opt out on, end up missing a payment, and could go into collections This company has been a nightmare to deal with Please avoid all the issues you will have with this company and find an alternative ISP
I started internet service with *** many years agoSince then the business has been sold several times and the service has gone from outstanding to abismalIt has finally come to Rise Broadband and this is the worst service I have ever experiencedFor almost one year now I have routinely had internet speeds below .25Mbps (I had modems faster and more reliable than this years ago)I have been on the phone with Rise countless times for many hours and had technicians out multiple timesThe end result is always the same - there is absolutely nothing wrong with the equipment on my end - Rise has over subscribed the tower and they know itThe technicians always tell me this and each time I call (after wasting time through various levels of support) I eventually get to a manager who confirms that the tower is oversubscribed and informs me that either a.) Rise is aware of the problem and working on it, or b.) Rise is awaiting approval for an equipment upgradeAfter explaining my cas
Rise provides horrible service with even worse customer serviceOur internet service has been spotty over the last couple months which sadly seemed to become the normRecently, the service area-wide became completely unusableI tried contacting technical support only to be met by automated messages acknowledging the service outagesHowever, while attempting to work with customer support about alternative services, I was passed around to multiple agents who did not communicate as evidenced by asking the same questions repeatedlyUltimately their service reps begin to sound like a broken record saying the same things repeatedly and obviously able to neither make decisions nor place customers in contact with someone who canBuyer beware as they will try to make you pay for services they do not provide and fail to admit fault on their end through both services provided as well as processes
For the last years we have had issues with the service being unreliableWhen we call support it is always a tower issuefor the last weeks we have been down more than up and it was escalated days ago still no updates in their systemwhen we are up we only get 1/10th the speed we pay for
Rise Broadband has failed to provide service agreed upon in the contract agreement for internet service Signal frequently drops (minutes per hour, every hour) and cal centers have been unwilling to help They notified me in November that there were tower issues and would contact me when resolved They notified me in December that there were still tower issues and they would elevate the ticket and contact me, as well as contact me with information about account credits available due to their lack of agreed upon service They did not contact me After waiting for minutes on hold today, I was returned to hold for minutes and then told I would not be let out of contract, nor given account credits, even though they knew there were tower problems and a technician had been out in June to "fix" the radio on our house