Complaints
This profile includes complaints for Rise Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 101 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I think I lost all my stuff I just said but I will start all over. Rise broadband is the only internet service that we can get out here and their service really is terrible they say they're trying to fix it and nothing's getting done I've contacted the *** and many times and nothing's getting done that way so I thought I'd contact you guys for maybe some help. I have contacted the rise broadband and even their corporate office and spoke with someone and they keep telling me that it's going to get done that's going to get done and it's keeping me from doing my job it's keeping me from everything because I have to run everything through the internet that what they offer they are giving me at all. And something needs to be done I have countless times at the internet cut off completely there is a law passed I see not too long ago through the government that allows people to *** the internet company for bad service or service that is not up to par. I don't know what can be done but thought I would ask and see if there is anything you can do. Thank you
Business Response
Date: 09/14/2022
September 14, 2022
***************************
4521 *********,
*******,** 89048
Attention:***************************
Phone: *************
RE: BBB ******** Service Issues
Dear ***************************,
Thank you for contacting us through the Better Business Bureau.We appreciate the opportunity to review your concerns with the service, and would like to share the following;
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
As we discussed previously, Rise Broadband has plans to upgrade the tower that you are receiving service from to resolve the current service issues experienced and improve the service quality that we can provide moving forward. We expect to have these upgrades completed in the coming months,barring any unforeseen delays.
Due to the service issues experienced and for having been a long-time customer with ******************, we previously upgraded your plan to our up to 25mb ********************** at $53.29 per month. Additionally, we have provided two month of service credit. If you have any further questions or concerns,please feel free to reach out to us directly and we will be more than happy to assist you!
Thank you for your time and patience while we work though the tower issues as well as for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:09/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally signed up with Rise Broadband and was given a price of $45 per month(with no service complaints at all during that period) which stayed the same until the *** came into play. I qualified for the *** credit of $50 per month and Rise agreed. But my service became terrible immediately and upon a tech support call I was informed that my router(the one Rise installed) had failed according to the tech. It was fried was his quote to me and that I needed to have the new Deco router which they shipped to me and it took a week once it was here for someone to be able to tell me how to install it because I did not have an iphone to load the app on. Then when the bill came it was still not covered completely even though I had the *** credit of $50. They had now began charging me for managed router service for the Deco router. Ok, well even if you add $5 to the bill each month it still only comes out to be $50 and some change but then I was told that the *** only covered the data usage and no equipment was included. i checked with the *** and was told it covered anything and everything up to $50 period. After a couple of phone call to Rise customer service and arguing with them over that fact and getting nowhere I got the next bill. Rise was now charging me $65/month plus $5 for the managed router service for the Deco router they said I had to have. I spoke to a supervisor after several more phone calls and getting no answers while my service was degrading by the day to almost none for a whole month and he told me that they were having tower issues and would be fixed soon. Then he tried to tell me that if I had the *** that I could not keep the price for the pkg deal that I signed up on because I could not have double discounts so I had to be put on the higher pkg. I told him the goverment is not giving me a discount coupon they are giving me a $50 credit towards my bill and that is not doubling up on discounts . I NEED MUCH MORE ROOM TO SHARE MY STORY TO YOUBusiness Response
Date: 09/13/2022
September 13, 2022
*************************
90 *********************,
Durant, ** 74701
Attention: *************************
Phone: *************
RE: BBB ******** *************** Issues
Dear *************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
As we discussed over the phone, I am glad that we were able to resolve your concerns regarding the transition from the *** to ACP program and the billing for your services, including the router that Rise Broadband has waived the fee for.
After working with our Network Engineering and Field Leadership teams regarding the service issues experienced, we have scheduled an appointment for September 19th,between 8 AM and 12 PM, to have a Technician come out in order to change the tower in which you are receiving service from. I will be working further with our Dispatch Leadership to see about expediting the appointment and will follow up with you either tomorrow or on Thursday with more information.
Due to the service issues experienced, we have provided one month of service credit to your Rise Broadband account ending in ****.
We hope that this response provides clarification regarding your concerns. Thank you for your time and patience in this matter, as well as for having been a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comCustomer Answer
Date: 09/13/2022
Better Business Bureau:
I have reviewed the response from the business and agree that it is the first step in resolving my complaint but at this time nothing has changed and the business said it will be September 19th before they can get a technician here to install some newer equipment that they say will fix the current problem. But until that time i do not agree that anything has been resolved. As a matter of fact I was told that they would call me back about this on Monday 12th September between 4pm-5pm central time and never got that call. I got a call from them on Tuesday 13th September in which he told me he was sorry he did not call but he was sick that day. That is totally understandable if I had not been told that from other employees before. I feel if they do not call when they say they will then they should delegate that responsibility to another employee because my time is valuable too!! I WILL WAIT UNTIL SAID APPOINTMENT HAS BEEN COMPLETED AND TESTED BEFORE I AGREE THAT COMPLAINT HAS BEEN RESOLVED. THANK YOUCustomer Answer
Date: 09/22/2022
I HAD PREVIOUSLY FILED A COMPLAINT AGAINST RISE BROAD BAND AND A FEW DAYS LATER I GOT A MESSAGE FROM THE BBB THAT I AGREED THAT IT HAD BEEN RESOLVED BUT IN THE RESPONSE THAT I SENT THE BBB I CLEARLY STATED THAT IT HAD NOT BEEN RESOLVED BUT THEY WERE TAKING THE FIRST STEPS TO TRY AND CORRECT THE PROBLEM!! THE PROBLEM HAS STILL NOT BEEN RESOLVED AND IN THE RESPONSE FROM THE BBB I WAS TOLD TO REPORT TO THE BBB IF IT HAS NOT BEEN RESOLVED, SO THAT IS WHAT IM DOING NOW, TELLING YOU THAT IT STILL EXIST!! THE *** IS ********. PLEASE ADVISE
MAKE THE SERVICE BE WHAT IT IS SUPPOSED TO BE AND REFUND FOR MONTHS OF TERRIBLE SERVICEBusiness Response
Date: 10/03/2022
October 3, 2022
*************************
90 *********************,
Durant, ** 74701
Attention: *************************
Phone: *************
RE: BBB ******** *************** Issues (Rebuttal)
Dear *************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
As we discussed over the phone, I am glad that we were able to resolve your concerns regarding the transition from the *** to ACP program and the billing for your services, including the router that Rise Broadband has waived the fee for.
As we discussed last week, we will be scheduling an appointment to have a Rise Technician come out to move our equipment to the Telescoping pole as you requested, free of charge.
Thank you for your time and patience in this matter, as well as for having been a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:09/02/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I pay over $70 a month, on a contract that was about $60 a month, for a specific set of service to be provided. The price has continued to rise, as the service has gone down. I can no longer even watch a ******* video without having it buffer ever few seconds. Any time I have ever contacted tech service, they have told me the issue is on my end. I recently bought a several hundred dollar router in an effort to fix the issue. The service still goes down the toilet as the price rises. Any speed test shows great service, and speed, but the speed is horrible, every time, on any electronic item in the house.Business Response
Date: 09/09/2022
September 9, 2022
*****************************
491 *******,
********, ** 84320
Attention: *****************************
Phone: *************
RE: BBB ******** Ongoing Slow Speeds
Dear *****************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
I have made several attempts to reach you by phone but have not been able to reach you and I apologize for any inconvenience this may have caused.
After working with our Network Engineering and Field Leadership teams, we would like to see about scheduling an appointment to have a Technician come out in order to change the tower in which you are receiving service from to a recently completed tower. If you would like to schedule an appointment, please feel free to respond to me at the email address ************************************* with a contact number and timeframe to reach and I will be more than happy to assist you. Alternatively,our Technical Support team can be contacted at ************ and can assist with setting up the appointment as well.
We hope that this response provides clarification regarding your concerns. Thank you for your time and patience in this matter, as well as for having been a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:08/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have attempted to get service with Rise. When I fill out the online form they say I can get service. Then they come back and apologize saying theres no service in my area. My kids live right next door and have Rise.. My kids lived at this address in this house and had Rise but nobody will help they still say I cant get it. I want a higher up to look into thisBusiness Response
Date: 09/06/2022
September 6st, 2022
***************************
4619 ******************,
*******, ** 79403
Attention: ***************************
Phone: **************
RE: BBB ******** Service Issues
Dear ***************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
As we discussed over the phone earlier today, after working with the Field Leadership for your area, I regret to inform you that we are not currently providing internet services to your address, however we are in the process of building several new towers in the area and believe that one of them will be able to provide services once it is completed in the next 1-2 months, barring any unforeseen delays.
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company says to have the best internet service for rural communities however I have had the service for 1 month and had to call multiple times to have my service connected and to be running correctly. I have an open case for slow times and lag, i and my fianc both work at home and we have filed a case number ******* with rise. Multiple customer service representatives have not been able to be professional at all to help. In fact one giggling at my internet issues. We moved into the home on July 25th and started service then. We have no had a solid internet signal. They do not have anyone in the area that can come and look at the equipment, it would take a week for a service technician to come to our home. We work for a renowned insurance company and can not be left without internet connection. This company needs to be held to the standard that they advertise.Business Response
Date: 09/01/2022
September 1st, 2022
*******************************
5820 ***********,
*********, ** 62563
Attention: *******************************
Phone: **************
RE: BBB ******** Service Issues
Dear *******************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
I have made several attempts to reach you by phone but have not been able to reach you and I apologize for any inconvenience this may have caused.
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
I am happy to see that we were able to schedule a Technician to go out to work on our equipment yesterday, August 31st, and after replacing some equipment we were showing a significant increase in speeds. If you are still experiencing service issues, or have any questions, please reach out to me at the email address ************************************* and I will be happy to assist you!
Due to the service issues experienced, we have provided one month of service credit to your Rise Broadband account ending in 3703.
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:08/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In late July (maybe around the 21st)I contacted Rise because we didnt have any WIFI. Was told it would be approximately 2 weeks before we could get anyone out here to work on it after spending over 3 hours on the phone trouble shooting it. August 3rd tech comes out works on it and we have WIFI for about 15 days. 8/19/22 we are with out WIFI again. I called on 8/20/22 to rise was told to go purchase a new Ethernet cable. Did that. Still doesnt work. Called back on 8/20/22 explained I bought me a cable still no WIFI. I am now told they will overnight a new router. No router on 8/21, 8/22, 8/23. On 8/24 receive new router. It works for approximately ***** minutes and we are now without WIFI again. I have spent a little over 4 hours since the 20th trying to get WIFI so my children are able to their school work with absolutely no help from this company.Business Response
Date: 08/31/2022
***************************************************************************************************,
******, ** 61880
Attention: ***************************
Phone: **************
RE: BBB ******** Service Issues
Dear ***************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
I am happy to see that we were able to schedule a Technician to go out to work on our equipment on August 26th, 2022, and after replacing the buried cable and speeds were above our up to 25mbps service prior to leaving. If you are still experiencing service issues, or have any questions, please reach out to me at the email address ************************************* and I will be happy to assist you!
Due to the service issues experienced, we have provided one month of service credit to your Rise Broadband account ending in 4763.
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comCustomer Answer
Date: 08/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Customer Answer
Date: 09/19/2022
Complaint: 17765423
I am rejecting this response because:
Rise Broadband has failed to do as they had stated in the Case # listed above.
Thanks,
***************************
Lainey
Business Response
Date: 09/23/2022
September 23, 2022
***************************
362 ******************,
******, ** 61880
Attention: ***************************
Phone: **************
RE: BBB ******** Service Issues
Dear ***************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
As we discussed over the phone earlier today, we apologize for any confusion that *** have been caused regarding the one month of credit that was provided in our previous response as that was related to the credit provided on August 1st, 2022.
After working with you further, we have agreed to provide an additional month of service credit as well as a two-week credit for any inconvenience that this *** have caused.
Thank you very much for your time and patience in this matter, as well as for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:08/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
August ********************* morning but can't install because of ***** weather. A second installer comes back later in day when pouring down rain. Goes to install anyway. Complaining entire time and very unprofessional. Quickly hooks up laptop to dish he just put up still raining and says oh no signal, won't work sorry and leaves. I call company about getting someone else to come out because there are other locations they could try. They said they would call me back. Never did. I called next day and they refuse to send anyone else out. **************** and install is awful. Would not recommend.Business Response
Date: 08/31/2022
August 31st, 2022
***********************
3190 *************, Lot 33,
**********, ** 76082
Attention: ***********************
Phone: **************
RE: BBB ******** Poor Install Experience
Dear ***********************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
I would like to see about scheduling another appointment to have a Technician come out to see if we can provide services at your location. If you would like to schedule an appointment, or have any questions, please reach out to me at the email address ************************************* and I will be happy to assist you!
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:08/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Starting the first week of July I let Rise broadband know I would be discontinuing service at the end of the month on July 31. The week before July 31 I called and insured it would be cut off and find out how much I owed. My **** runs from the 15th of one month to the 15th of the next month so on 15 July I paid a full **** which would have me paid until ******************************************************************** back the difference after the service was disconnected. The issue I have is that theyre trying to **** me for August 16 through September 15 when I dont have the service any longer. I do not want this to go on my credit as a past due when there was no service. Also they owe me a two-week refund for the time that I did pay for. When I call all I get is recordings call this number call that number will call you back I sent an email I get emails back saying well get back to you nothing. Ive been with this company for five years never been late oneTime. I need for them to remove this notice of late payment out of their system ensure that my service is canceled not just telling me so but make sure it is and send me a refund for the two weeks that I over paid. During the time Ive had this company especially the last three months its been not working more than its been working. I am now moved from the address that I put in here on your report and I want this account to be closed.Business Response
Date: 08/15/2022
August 15th, 2022
***********************
602 N 5th St,
******, ** 76266
Attention: ***********************
Phone: **************
RE: BBB ******** Final Balance
Dear ***********************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
As we discussed over the phone previously, the check that was mailed to Rise Broadband on July 12th has not been received and your bank has confirmed that the check has not been cashed. We have waived the final balance of $134.27 for your July 15th to August 14th statement cycle.
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been trying since Jul 14th to get our phone line fixed. Hours has been spent on the cell phone with them, Trying to solve this problem. We can not get past customer service and tech service. No one seems to care or return promised calls. The parts to fix the problem they have lost and will not resend them until they find them. It is not our problem they lost their own equipment.Business Response
Date: 08/03/2022
August 3rd, 2022
*************************
4685 ********,
*****, ** 84401
Attention: *************************
Phone: **************
RE: BBB ******** VoIP Issues
Dear *************************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all our customers. We sincerely regret that this has not been consistent in your experience with our service.
As we discussed over the phone earlier today, Rise Broadband had a Technician out yesterday to replace our VoIP adapter. I am pleased to hear that the service is now working and no further issues have been experienced. Due to the poor customer service and the service issues experienced, Rise has provided a full month of credit to your Rise Broadband account ending in 9043.
We appreciate your patience in this matter and thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comCustomer Answer
Date: 08/03/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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