Business Profile

Internet Services

Rise Broadband

Headquarters

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 Complaint

The 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:11/13/2024
Type:Billing Issues
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 got Internet for my mother who is now been placed into a nursing home. I have attempted on multiple occasions to cancel my services and was told by multiple agents that the account was canceled yet I continue to receive collection calls and the account has not been canceled. I attempted again today to make contact and the phone recording advises to press one and an agent would call back that was five hours ago. They then had the audacity to send me a customer service survey today regarding the call I never received. I would like confirmation that my account has been canceled and the account balance has been adjusted to reflect the appropriate balance so that the harassing phone calls can stop.
Business Response
Date: 11/21/2024
November 21st, 2024
***** ***********
*********************,
**********************
Attention: ***** ***********
Phone: *************

RE: BBB Case #******** Cancellation Request

Dear ***** ***********,

Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:

As we discussed over the phone,your service has been canceled your final balance with Rise Broadband is $0.00.

Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.

Best regards,

***** *******
Customer Support Specialist
E: ************************************************************
Initial Complaint
Date:10/31/2024
Type:Customer Service Issues
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 canceled service with Rise Broadband on 10/16/2024. Our statement balance was paid automatically on 10/01/2024. I/we are due a $34.00 credit because there were 17 days still left on our statement!I was informed, very hatefully, that under no circumstances, will they give me a credit!!!!I hope everyone will cancel their service with Rise Broadband and go with UNITED COOPERATIVE SERVICES!!! Price is cheaper and connection is wayyyyyy faster!!!!
Business Response
Date: 11/04/2024
Dear ****** Childs ****

Thank you for reaching out through the BBB regarding your request for reimbursement after your discontinuation of service. Rise Broadband policy does not offer credits for unused services, as stated in under Section 7 in our Terms and Conditions. More information can be found here: Internet Terms and Conditions of Service | Rise Broadband

We appreciate you taking the time to provide your feedback on the policy and your experience, as we are consistently reviewing our processes for opportunity for improvement. If you have any further questions or need assistance, please feel free to reach out at your convenience.

Best,
****** *******
Executive Services

**************************************************

E: ***************************************************************

Customer Answer
Date: 11/04/2024

Complaint: 22497959

I am rejecting this response because:
Any LEGITIMATE business should always offer a credit for an unused product!!
Your **************** is a Product. Therefore, I deem you a Fraudulent Company!!!
For several years you RIPPED US OFF PRICE WISE!!!! At one time we paid $94.28 a month for Very Slow ****************.
AND.............We were never even offered a copy of your so-called policies!!!

Sincerely,

*** Childs
Initial Complaint
Date:10/09/2024
Type:Product Issues
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 sold my house and called Rise about closing my account. They asked for the closing date and confirmed the internet service will be cancelled per the closing date and that I will be getting a pro-rated refund.The last bill ($98.85) I was charged was for service from 8/22/24 to 9/21/24. The closing date was 8/29/24. The pro-rated refund should have been ~$80. I just called Rise Broadband today (10/9/24) and they told me there was a mistake on their side with the refund calculation and they are not able to fix it and I will not get the promised refund.Very bad customer service and broken promise and simply stiffing their customers for services not received!
Business Response
Date: 10/11/2024
10/11/2024
Mark Allen
248 Puma Place,
Fairplay, CO 80440
Attention: Mark Allenspach
Phone: (719)
297-1524

RE: BBB Case #22402628 – Brief description
of issue (ex: Service Issues)

Dear Mark Allen,

Thank you for contacting us through the BBB. After
reviewing the account details, we would like to share the following:

As we
discussed over the phone, I
have provided a credit of $87.07 to your account to prorate the service from
when it was canceled to the end of the cycle, as our agent promised when
canceling the service on August 27th. I have started the process to have the
balance refunded to the updated mailing address on file.

Thank
you for your time and patience in this matter.

Best Regards,

David Renshaw
Rise Broadband
Executive Services
[email protected]
Initial Complaint
Date:10/01/2024
Type:Service or Repair Issues
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 am writing to formally lodge a complaint against Rise Broadband due to an unsatisfactory experience with their customer service department and billing process. I have been a loyal customer of ****************** for several years, living in a rural area where their service has been invaluable. I even campaigned and encouraged many of my neighbors and friends in the surrounding areas to switch to Rise Broadband because I was pleased with the service.Unfortunately, my service was interrupted after Hurricane *****, and I was unable to have it restored in a timely manner, a situation completely out of my control. As a result, I had to switch to another provider temporarily to maintain connectivity. I am disabled and live on a fixed income, and Rise Broadband had previously been very accommodating by offering me a plan at $40 per month. This was an arrangement that helped me tremendously, and I hoped to continue with the same plan after my service was restored.On October 1, 2024, at approximately 12:00 PM, I called Rise Broadband to explain my situation and request the continuation of the same plan. I spoke with a customer service representative named ****, who initially listened to my concerns. When I requested to speak with a supervisor to explain my unique circumstances, he informed me that the supervisor, ******** *., texted him saying she would give me the same answer as he did without even speaking to me. This lack of personal attention and dismissive approach left me feeling ignored and *************** someone who has contributed to Rise Broadband's growth in my area and has been a reliable customer, I expected a more compassionate and understanding response. I am requesting that Rise Broadband reconsider my situation and allow me to continue with the $40 per month plan that I had prior to the hurricane. This accommodation was previously offered to me, and I am hoping they can recognize the extenuating circumstances and work with me once again.
Business Response
Date: 10/07/2024
Dear ******* ******,

Thank you for reaching out to us through the BBB. After reviewing your account, we would like to share the following information:

As we discussed during our phone conversation, we completely understand your concerns about your monthly bill and sincerely apologize for any frustration you experienced when speaking with one of our agents.

Upon reviewing your plan details, we can confirm that you are currently on our 50 Mbps unlimited data plan for $45 per month (excluding taxes and fees). This is currently the most affordable plan offered by Rise Broadband, with a standard price of $60 per month, not including taxes and fees.

Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
Customer Answer
Date: 10/07/2024

Complaint: 22367845

I am rejecting this response because:

Sincerely,

****** ******* **
Initial Complaint
Date:08/22/2024
Type:Product Issues
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.
The last two weeks of May 2023 the service provided by Rise Broadband became very spotty at best. My daughter who is taking a masters class online was un able to log on to her class twice during the week of May27-June. She called the company waited hours no answer. She opted twice for the option to have them call her back. Never called. I went online to cancel service june 3rd. I searched for over an hour..no options to cancel service. I called twice on hold for over an hour. Asked them to call me back. no call. finally sent a email cancelling my service. June 6th i changed services to infinity. a few days later Rise called left a message saying I cant cancel service by email. they now say that I have equipment from them. I do not have any rise equipment but my own router. They continue to bill and send overdue emails. I respond to every one saying I have canceled my service. I find it very ironic that for two weeks when I am having problems I can get hold of no one. After I send email to cancel the respond right away saying I cant cancel by email.
Business Response
Date: 08/30/2024
Dear **************,

Thank you for bringing your recent experience with Rise Broadband to our attention. We sincerely apologize for the inconvenience and frustration you encountered.

We have reviewed your account and have made the necessary adjustments to your billing to reflect only the services you used. As discussed over the phone, we also acknowledge that all Rise equipment has been removed from your property.

If you have any further questions or concerns, please do not hesitate to contact us directly.

Thank you for choosing Rise Broadband.

Best,
***************************
Executive Services

*******************
********, *** 80537

E: *************************************

Customer Answer
Date: 08/30/2024

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,

*************************
Initial Complaint
Date:08/15/2024
Type:Service or Repair Issues
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.
My monthly rate doubled without proper notification. Would like this resolved.
Business Response
Date: 08/21/2024
8/21/2024
Customer Name: *******************************
Attention: *******************************

RE: FCC Case #******** Pricing Increase

Dear *******************************,

Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:

After reviewing your account, we wanted to confirm that, as discussed over the phone with one of our agents, the promotional pricing on your plan expired, which led to the price increase.However, on August 16th, one of our agents assisted you in switching to a more affordable plan.
We appreciate your continued support as a valued Rise Broadband customer!

Best regards,

*************************
Rise Broadband
Executive Services
Customer Answer
Date: 08/21/2024

Complaint: 22146551

I am rejecting this response because:
Company did not address why I was not contacted by email, text or mail of this event. I spoke with a representative who helped me adjust my account. She was helpful but until company concedes that they were negligent in not contacting me prior to the increase is what I would expect any company doing business would do. This was the first for me. I can see why elderly individuals get upset and frustrated.
Sincerely,

*******************************
Business Response
Date: 08/30/2024
8/19/2024
Customer Name: *******************************
Attention: *******************************

RE: FCC Case #******** Pricing Increase (Rebuttal)

Dear *******************************,

We sincerely apologize for the recent experience you had with the roll-off of your promotional pricing. We understand how frustrating it can be to see unexpected changes in your billing, especially without prior explicit notice.

We strive to transparent and timely communication, and we regret that we fell short in this instance. Your feedback is incredibly valuable to us, and we are currently reviewing our customer communication processes to ensure that such issues do not occur in the future.

We want you to know that your satisfaction is our top priority, and we are committed to making improvements to better serve you and all our customers. We appreciate your understanding and patience as we work on these enhancements.

Best regards,

*************************
Rise Broadband
Executive Services
Customer Answer
Date: 08/30/2024

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,

*******************************
Initial Complaint
Date:08/14/2024
Type:Product Issues
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.
On August 7, 2024 I disconnected service with Rise Broadband. On July ******* the monthly bill was paid in the amount of $64.64. I was told that there would not be any refund on the payment that was made because it is their policy. How can there not be a refund on services not rendered? I would like a refund on the service that I did not receive from this business. Regards, *****************************
Business Response
Date: 08/21/2024
Dear *****************************,

Thank you for contacting us through the BBB. I apologize once again for any inconvenience this issue may have caused.

As we discussed over the phone, your refund is currently processing and should be dispatched for mailing within the next few business days.

Please let me know if you have any further questions or would like to schedule another call to discuss!

Best,

Best,
***************************
Executive Services

619 SW 14th St
********, *** 80537

E: *************************************
Initial Complaint
Date:08/07/2024
Type:Service or Repair Issues
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.
Rise is an ISP. The internet has been down the last three nights and counting. It is down for hours and eventually comes back. It is not my equipment. You cant reach them by phone. Hold times over 30 minutes. Which they state. They do not post any automated messages acknowledging they are down, that theyre working on it, etc. Absolutely horrendous service. We are rural and stuck with this service for now.
Business Response
Date: 08/15/2024
Dear *****************************,

Thank you for contacting us through the BBB. I would like to apologize for any inconvenience this issue may have caused.

Regarding the recent outages, I have examined the network issues recorded and these have been resolved. Upon reviewing your connection after the issues were resolved, our technical department found your connection stable and improved. A one-month credit has been applied to your billing in compensation.

When needed, a status message system notifies customers of outages when they call ******************. Because Rise Broadband is continuously seeing opportunities to improve our customers experience, we are exploring other methods to inform customers of outages.

We hope that our response to your complaints and the credits we have applied to your account will allow us to put this matter behind us. We value you as a customer and if you have any future concerns, please contact out ****************** team.

Thank you for being a valued Rise Broadband customer!

Best,
***************************
******************

**********************>********, *** 80537

E: *************************************

Customer Answer
Date: 08/15/2024

Complaint: 22109966

I am rejecting this response because:

Dear ***************************,

I greatly appreciate your ongoing replies, both thru the BBB and in your email to me. Since we first communicated there was an additional Internet outage of a perhaps 2-3 hours, so I know that Rise did provide a recorded phone message outage acknowledgement when I called tech support. Service has been stable since then I believe. Im glad to hear youre exploring other methods to inform customers of outages. And I appreciate the one-month credit, thank you.

Before we close this out, in my email to you I had asked if being a Rise customer means there is a minimal service level agreement with Rise, at least internally to Rise, for factors such as speed and uptime, and you said you would research that. If there is no SLA, or not one shared with customers, perhaps thats something Rise would consider? That might help customers and Rise to share the same service expectations.

Thank you for your responsiveness.

Best,
**********************;
Initial Complaint
Date:08/02/2024
Type:Service or Repair Issues
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.
I have requested a copy of my paper statement for the last 6 months, calling monthly for my bill. The business says that it is taken care of and wait for the next month to send out a hard copy( me agreeing to pay the extra fee). *** made 6 phone calls over the past 6 months and still have not received a hard copy of my bill. I dont use online billing so this has been very frustrating. I asked the customer service rep today if itd be possible to have someone in accounting look at this issue and was told no.
Business Response
Date: 08/09/2024
Dear *****************************,

Thank you for contacting us through the BBB. After reviewing the account details, first I want to apologize for any inconvenience this issue may have caused.

I have reviewed your account with billing leadership to ensure your paper statements have been enrolled correctly. Now with the paper statements applied, your monthly balance has been updated to $57.05 per month.This should be visible on your next monthly statement. Please let me know if you have any further questions or would like to schedule a call.

Thank you for being a valued Rise Broadband customer!
Best,
***************************
Executive **************************************************** 80537

E: *************************************

Customer Answer
Date: 08/10/2024

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,

*****************************
Initial Complaint
Date:07/23/2024
Type:Service or Repair Issues
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.
I have attempted to get ahold of a supervisor and they have not called me back about the refund they are refusing to give me. I talked to the customer service stated multiple times I wanted a refund due to the fact I work on my computer at night and I have not had internet access for approximately 12 days out of the month of July which is unacceptable no explanations as to why. The business does not care about its customer service as I cannot call them after 9:00 pm and that's when the service is interrupted all night till about 5 in the morning. As discussed I wanted my money back but the customer service told me they closed my account to fast and could not give me a refund.
Business Response
Date: 07/31/2024
7/31/2024
Customer Name: *******************************
Attention: *******************************

RE: FCC Case #******** Refund Request

Dear *******************************,

Thank you for contacting us through the BBB. After reviewing the account details,we would like to share the following:

As we discussed over the phone, I am sorry to hear about the recent outages experienced and that credits were not provided for these issues. Rise Broadband makes every effort to provide a reliable, quality service and this standard was not met.

Due to the service issues and the poor interaction with one of our agents, we will refund one month of service. This will be mailed to the mailing address on file.

Thank you for being a valued Rise Broadband customer!

Best regards,

*************************
Rise Broadband
Executive Services
Customer Answer
Date: 08/13/2024
Well I accept the response to fix the issue as they are refunding the money due to the fact they did not provide service for over half the month when I needed it. But as stated I have yet to receive anything from the business and I have done my part In sending their equipment back promptly and I'm not being treated the same
Business Response
Date: 08/21/2024
8/21/2024
Customer Name: *******************************
Attention: *******************************

RE: BBB Case #******** Refund Request (Rebuttal)

Dear *******************************,

As we discussed over the phone, the refund is in process to be refunded and you should expect to receive it within the next 2-3 weeks. I have provided my email address so you can reach out to me directly with any further questions or concerns!

Thank you for your time and understanding in this matter.

Best regards,

*************************
Rise Broadband
Executive Services
Customer Answer
Date: 08/21/2024

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,

*******************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Rise Broadband is BBB Accredited.