Complaints

This profile includes complaints for Rise Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rise Broadband

  61 Inverness Dr E STE 250 Englewood, CO 80112-5147

  
• 

  Rhino Communications

  1026 W. Main St Durant, OK 74701

• 

  Rise Broadband (formerly Digis)

  727 E Utah Valley Dr. Ste 101 American Fork, UT 84003

• 

  Rhino Communications, Inc

  7047 Freemont Street Dallas, TX 75231

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:05/18/2024

  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.

  Called this company to cancel service on 1.27.24. Was told a case would be opened to have someone call us back for cancellation. On 1.29.24 we were charged $94.40. Got no return phone call from case opened on the 27th. Called again on the 1.31.24. Our service was disconnected on 1.31.24. At this time we requested a refund for the charge of $94.40 since the service was disconnected.Called the company a 2nd time to request a refund again and was told a refund would be issued. As of 5.18.24, no refund has been issued.

  

  Business Response

  Date: 05/22/2024

  *************************
  
  RE:  BBB Case #******** Refund
  
  
  Dear *************************, 
  
  As discussed over the phone, after reviewing the account details there was a delay to your refund because of the unreturned Rise equipment. We have scheduled an appointment to retrieve the equipment and you can expect to receive a refund in the amount of $99.40 within 2-3wks.
  
  Thank you for your patience.
  
  Best,
  
  
  ***************************
  Executive Services
  
  ****************;St
  *******************
  
  
  E: *************************************  
  

  Customer Answer

  Date: 05/22/2024

   
  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, as the refund of 
  $99.40 is what I was seeking.

  However, it is worth noting that the return of the equipment was on the fault of Rise Broadband, not mine, as I asked for the equipment to be picked up and was told someone would call to arrange pickup. No call was made to me for arrangements. I, in fact, offered to deliver the equipment to them but was told i could not since there is no office local to me. I disagree with Rise Broadband that the return of the equipment is the reason for no refund. The lack of follow through on the company's part is the reason I did not receive my refund as I was told I would be.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/16/2024

  Type:Billing 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 had a landline phone with Rise broadband. On July 25th they were going to improve the system and send out new equipment. At that time I no longer had service but was still continued to be billed for. Equipment never arrived I called several times to find out the status and each time they would tell me that it had shipped and hadn't I received it. Finally on January the 10th I called to get a credit for all of the service that I had been billed for that I had not received. $107.76 was the total the girl said that that would be issued back to me. I discontinued my service on January the 10th, and the payment I had already made they owed me a credit of $33.15 for that month, the account is paid in advance. They told me that this money's would be sent to me in a check within 2 weeks. I did receive a check for the partial credit but not for the $107.76 for the phone charges I was charged for monthly that I did not receive. When I tried to talk to customer service they would never let me speak to a manager, and the customer service agent relayed that it was a credit to my account and could not be reissued to me. A manager refuse to talk to me, refuse to call me back, they will not accept any calls and they still have not paid me the $107.76 All equipment that I had from Rise broadband was returned. The local technicians all know that I did not have the phone service and that I did not have the phone equipment that they were supposed to have sent to me.Please help. I have attached two of the eBills that they send to me. I do not have a breakdown of charges. It has my account number for Rise, and a monthly amount that I was paying. I do not have any type of paper billing everything was electronic.

  

  Business Response

  Date: 05/23/2024

  May 23nd, 2024
  ***********************
  RE:  BBB Case #******** Refund Request 
  
  Dear ***********************,
  
  As we discussed over the phone, after reviewing the account details, we found that a credit of $107.95 was provided, however there was a system error that delayed the reimbursement. This issue has been resolved and you can expect to receive the refund within 2-3 weeks.
  
  Thank you for your patience.
  
  Best Regards,
  
  

  Customer Answer

  Date: 05/28/2024

   
  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:05/14/2024

  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 currently have Rise broadband and am moving out of the state. When calling to set up a cancel date for the service I am being told that they charge a month in advance and will not give any form of credit during the time that we will no longer have their service. My Bill is cycled on the 15th and we are shutting the service off on the fifth. They again claim they will charge an entire month and no proration or credit. This cannot be legal.

  

  Business Response

  Date: 05/16/2024

  RE:  BBB Case #********
  
  Dear ******************,
  
  It was a pleasure speaking with you this week regarding your concerns with our termination policy. As discussed, Rise requires 30-day notice for cancellation of service on month to month and contracted plans. Additionally, paid charges are not subject to refund. There are no pro-rated refunds or credits for partial month periods remaining after the termination date.
  
  The original request was to cancel service on June 5th. Your service period is from 5/16 -6/15 and based off our policy, the service would be discontinued effective June 5th per your request and the account would be billed through 6/15 with a final balance of $0.
  
  On Tuesday, May 14th, the request to cancel was moved to 5/14. I can confirm your account has been disconnected and your final balance is $0.
  
  If you have further questions or concerns feel free to call me directly or review our T&Cs at Rise Broadband | Fast, Reliable Internet.
  
  Thank you,
  
  *********************;
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21710245
  
  I am rejecting this response because:

  First when originally setup there was never anything about a 30 day notice. Selling a house sometimes doesnt give that opening also which is the case this time.  My biggest  complaint is why would anyone pay for a service  that is not being provided. Every business that offers a service like this has proration. I did decide to shut it off immediately due to the fact I am not paying for service through the 15th of June but disconnecting the 5th of June. That is a huge profit maker for a business while the public pays.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  Internet access issues have been consistent with very little explanation from the company. Additionally, causes and resolutions are not communicated effectively. I have been without internet access on:April 1 2024 for 5 hrs April 24 2024 for 6 hrs In the above instances, email notifications of network issues were sent with only an approximate $2.00 service refund No internet access on:April 25, 2024 for 13 hrs April 26 2024 for 12 hrs April 27 2024 for 3.5 hrs April 28 2024 for 24 hrs April 29 2024 since midnight and as of this complaint, no internet access In the above instances, no email notices were provided regarding outage, reason for issue, and expected resolution. I pay a monthly internet fee, and Rise is the only internet provider for my area. I think this impacts their efforts in providing access and quality customer service.

  

  Business Response

  Date: 05/07/2024

  May 7th, 2024
  *********************
  ***********************,
  ******, OK 73533
  Phone: **************
  
  RE:  BBB Case #******** Service Issues 
  
  Dear *********************,
  
  As we discussed over the phone, Rise would like to apologize for the outage experienced, though I am pleased to say that the outage was resolved on April 30th.
  
  Due to the service issues experienced, we have provided one month of service credit to your Rise Broadband account ending in 0100. I will also be providing your feedback regarding our notification of outages to management for review.
  
  Thank you very much for being a valued Rise Broadband customer.
  
  Best Regards,
  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21639711
  
  I am rejecting this response because this is the option that best suites my additional response of including additional questions. Why are customers not notified of such outages through email or by phone? I know that some outages have been communicated through email notifications; however, I have noticed these notifications do not happen regarding long outages lasting many hours or days. I wonder if these notifications are not happening because the company is wanting to 'hide' these long outages. Also, a representative contacted me last week stating my month's credit would be for the previous month's charge in which I was paying a higher amount, so is this the case with the credit mentioned here? Am I getting the ***** dollar credit or the ***** dollar credit? 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/16/2024

  May 7th, 2024
  *********************
  ***********************,
  ******, OK 73533
  Phone: **************
  
  RE:  BBB Case #******** Service Issues 
  
  Dear *********************,
  
  Rise is working to enhance our customer ********************** via email and text. Our goal is to automate our notification process in the future to improve the overall experience. Currently, there is an upfront status message system in place that provides notification of outages when customers call into Rise. Thank you for your patience while we are actively reviewing solutions to improve our customer **********************.
  
  Additionally, a service credit in the amount of $38 was assessed to your account on May 1st. You are current through June 7th. 
  
  Thank you for being a valued Rise Broadband customer.
  
  Best Regards,
  
  *************************
  Rise Broadband
  Executive Services Team

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21639711
  
  I am rejecting this response because when I spoke with one of the representatives over the phone, I was told my refund would be for the previous amount I had been paying, which was *****. I recorded the conversation, and the company may contact me for this information as an audio file cannot be loaded here. The recorded conversation was added to an FTC complaint I filed on April 25 2024 #*********. I am glad I recorded the conversations because this may illustrate their lack of transparency.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/31/2024

  *********************
  RE:  BBB Case #******** Refund Request 
  
  Dear *********************,
  
  In most cases, service credits are assessed to the broadband service not additional services and fees.
  The $38 credit went towards the broadband service only.As a courtesy, we have applied an additional $13 credit which totals $51.
  
  Thank you for the follow up. We hope this meets your expectations.
  
  Best Regards,

  Customer Answer

  Date: 06/10/2024

   
  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:04/18/2024

  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.

  3/17/2024 We were charged an additional $60.00 for Data Overage. This is the first time we have ever been charged for this. We have been a customer for years and on the same plan. My wife called find out what this unexplained charge was Rise talked her into a "higher speed plan" that not only costs more but they say has ***************** The charge is just a way to get you to call in to customer service so you will change your plan. I called the next day within 72 hours to change back and was told I was too late to get my old plan back. When I asked for a copy of the contract that on my bill stated 03/15/24 -04/14/24 Service Period that I was paying they could not give me a copy. My bill states I am being billed under a "res 15 mb - 2 yr contract that Rise Broadband is unable to give me a copy of. I demand a copy of my contract that I was billed under for billing period of 03/15/24 -04/14/24. The $60.00 supposed data overage charge that my wife called on was a ploy to get the customer to call in to complain. When she did they talked her into changing plans. Furthermore we were never charged for any equipment rental before. I am now being charged rental for a 15 year old dish on the roof. My bill states I am on a Res 15mb - 2yr contract. I would like to see a copy of the contract we are currently billed for to check find out if it's unlimited. Like to see why suddenly after all these years we get an overage charge.After all these years treating their long time customers since they were dinky, based in like Provo, treating us like gum on their shoe makes me sick.

  

  Business Response

  Date: 04/23/2024

  April 23rd, 2024
  *************************
  *********************************************************
  Phone: **************
  
  RE:  BBB Case #******** Service Issues 
  
  Dear *************************,
  
  As we discussed over the phone earlier today, the up to 15mb 2-year contract that you had with Rise Broadband had a data allowance of ***** GB of data, which was exceeded in February and March 2024. Rise Broadband sends email alerts at 75% and 95% of total usage, then again when data overages exceeded the data allowance. The first months data fees were waived automatically due to your service plan, but the second month ended up with $60.00 in overages. I am pleased to see that the $60.00 in overages were waived when the plan was upgraded to an ************** plan on March 25th, 2024.
  
   Due to being a long-time valued customer with ******************, we have lowered the up to 25mb ************** plan from $82.30 to $48.00 per month.
  
  Thank you very much for being a valued Rise Broadband customer!
  
  Best Regards,
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  We had a lightning strike happen and it caused close to 9k in damages because of the improper grounding of their equipment. They are claiming they don't cover "acts of god" but if their equipment was properly installed and grounded I would not have this issue. They did not follow *** requirements for grounding. Their equipment, which is on my roof, was not grounded at all. I have attached the entire email chain to this complaint. I have also contacted the *** about this issue as well concerning the improper grounding of their equipment. I am wanting them to replace everything that their equipment fried because of their improper grounding which is close to 9k.*** Requirements they did not follow:Per *** Article 810 par 810.20(C), the antenna discharge unit must be grounded to the nearest accessible location for grounding. In addition to the cabling being grounded, per Article 810 par ******, the antenna mast must also be bonded to earth ground

  

  Business Response

  Date: 04/30/2024

  *************************
  ***************************************************************************************-6659
  Attention: *************************
  Phone: **************
  
  RE:  BBB Case #******** Lightning Damages
  
  Dear *************************,
  
  Thank you for contacting us through the BBB. A thorough assessment at your location was conducted that determined there was no evidence of damage to the outlet or wiring on the inside of the home. However, there was some evidence of a power surge on the exterior part of the home due to the electrical storm. The ground block installed by Rise on the outside of the home provided direct grounding and as a result there was no damage at the point of entry of the Rise cabling.
  
  We recommend filing a claim with your homeowners insurance to address the damage.
  
  Best,
  ***************************
  Executive Services
  
  619 SW 14th St
  ********, **, 80537
  
  
  E: *************************************  
  
  
  
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21588465
  
  I am rejecting this response because:

  There was no thorough assessment done at my location. The initial visit was them fixing the damage that was done to their equipment, they looked at nothing else. The supervisor visit that was done because of my complaint they were not at my place longer than 3 minutes. I showed them all of the damaged equipment and I gave them a paper documenting everything that was fried and they took it and left, they looked at nothing else. If you follow the cable back from the outside that was attached to their equipment there is a clear path of damage. The ground block (picture attached) was not even grounded, you can clearly see in the picture that proper grounding must be done but there was nothing attached to the middle ground lug. Following the cable from that block, it fried their *** injector, which they had to replace. From there it fried the port on my router that was connected to the *** injector, from there it friend the switch that was connected to the router, from there it fried additional devices that were connected to the switch. There is a clear line of damage stemming from the improper grounding of their equipment.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/15/2024

  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.

  Ive had service with rise for about a year. Have had issues since the second month . Internet rarely ever works . Its almost impossible to get someone to service . Finally after over 6 months of complaining rise got a technician out for repair . The original tech damaged exterior trim and interior trim which the second tech pointed out to me . He said I was put on the wrong tower and told me I could upgrade to a better plan and it would be cheaper than my current plan . He installed the equipment and left . I had to call to activate it and it was much more expensive . The plan is supposed to be 250 mbps download but since February of 2024 I have never even seen over 75 mbps. This company is bogus and prays on small communities promising decent internet but obviously slows speeds when ever they please . I pay for 250 down I was 250 mbps and will make sure everyone in our town knows it .

  

  Business Response

  Date: 04/19/2024

  April 19th, 2024
  *******************
  TX 78121
  Phone: **************
  
  RE:  BBB Case #******** Service Issues 
  
  Dear *******************,
  
  I have made several attempts to reach you at the phone number provided but have not been successful.
  
  With the information provided, we were unable to locate your account with ****************** to investigate the service issues experienced. At your convenience, can you provide your Rise account number, physical address, and/or phone number to the email address vipsupport@risebroadband.,com so we can better assist you?
  
  We look forward to working with you. 
  
  Best Regards,
  

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

  Rise Broadband Executive Services

• Initial Complaint

  Date:04/02/2024

  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.

  Here we go again. I cannot believe after spending days with a Rise Broadband ******** Care Supervisor several weeks ago regarding the absolute garbage service and disconnect between *********** and the Rise Broadband Corporate and ************* that I am already experiencing additional issues with service. On Sunday March 31, 2024, the internet died again- and it was due to a *********** issue. On Monday the tower was being repaired, and despite several calls there was no time frame given for resolution. By the end of the day on April 1 there was still no service to my address. I called tech support, and once again, got the run around about first it being a "router" issue to then it "was still the tower" I still cannot believe that absolute idiocy of employees at the company who cannot figure out what is going on. Waking up on April 2, 2024-there was still no internet so a call was placed to Rise broadband to find out why. According to this tech, between telling me my account was no longer valid to "there were no tower issues", that a service call would have to be scheduled to figure out why out of the blue, despite the denial that a tower issue was still the problem, that perfectly functioning equipment, was now no longer working- here's the rub, because Rise is so cheap and can't or won't pay for service technicians to service the area the abandoned-I am now looking at the earliest service date of April the 10th! There is absolutely no excuse for the dysfunction in this company. I do not know how it stays in business, as it certainly doesn't provide a reliable, if any kind of internet service! Even better, this is a business account-so guess what ****************** does to businesses that depend on them for "fast reliable service"? They lie, they cheat, and their service is absolute garbage!

  

  Business Response

  Date: 04/11/2024

  *******************************
  ************************br>Idaho Falls, **, **********
  Attention: *******************************
  Phone: *************
  
  RE:  BBB Case #******** Service Issues
  
  Dear *******************************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  Our attempts to discuss this matter over a call have been unsuccessful. However, we have established over email that your service issues have been resolved. Your location received a technician visit 4/3, and your account has been credited accordingly due to the service issues experienced.
  
  Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
  
  Best,
  
  ***************************
  Executive Services
  
  *******************************
  ********, **, 80537
  
  
  E: *************************************  

• Initial Complaint

  Date:03/30/2024

  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.

  A returned payment charge $91.49, for a monthly internet charge of $71.00.

  

  Business Response

  Date: 04/05/2024

  April 5th, 2024
  ***************************
  *******************************************************
  Phone: **************
  
  RE:  BBB Case #******** Service Issues 
  
  Dear ***************************,
  
  I have made several attempts to reach you but have not been successful.
  
  After reviewing your account with ******************, we are showing that a payment of $71.49 was received on February 23rd, 2024. Rise was unable to collect on the payment, so it was reversed on February 29th,2024 and a $20.00 NSF Fee was charged to your Rise Broadband account due to this.
  
  We hope this response provides clarification regarding your concerns. Thank you for being a valued Rise customer.  
  
  Thank you very much for being a valued Rise Broadband customer!
  
  Best Regards,

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

  Rise Broadband Executive Services

  
  

• Initial Complaint

  Date:03/08/2024

  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 have used Rise Broadband for about 5 months now, around 20% uptime, about 8-9 service calls, all I get is it's old equipment, I can't upgrade you because corporate said no more, there has been 0 attempt at a resolution besides the technicians attempting to get the tower I connect to upgraded

  

  Business Response

  Date: 03/14/2024

  ***********************
  *******************************,
  ***********, **, 62707-5702
  Attention: ***********************
  Phone: *************
  
  RE:  BBB ******** - Slow Speeds
  
  Dear ***********************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  Following a ********** to your location, we have been able to establish a stable connection of services.
  
  As we discussed over email, your connection has greatly improved, and we will be continuing to monitor in the event further assistance is needed.
  
  Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
  
  Best Regards,

  ****************** Solutions Team

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21406256
  
  I am rejecting this response because: internet has went out again, I attempted a reset on my end. It has been out for over 30 minutes now. I contacted on their ticket to see if they will attempt to fix it
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/17/2024

  Just some information regarding this case, same tech that's been here maybe 6-7 times. Upgraded our antenna. Works maybe 75% uptime currently. Periods of up to 2 hours with no internet. It has been great improved, but something needs to be done on the tower end. They're currently auctioning off the tower here in town. 

  Customer Answer

  Date: 03/25/2024

  I responded to this, it shouldn't of been closed, I said I'm still not satisfied. They told me they're unable to fix anything any further. And gave me a $60 credit. They upgraded my antenna, and said they can't fix the tower. It's unfair to me. It's worlds better but still not 100% up time I'm sitting probably around 65% up time.