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:03/01/2024
Type:Service or Repair IssuesStatus: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.
Rise Broadband set up shop in the *********** region several years ago and then skipped town-leaving customers with the most unreliable, fraudulent promises for expensive internet services. They OFTEN do not have technicians to service their own equipment, frequent lack of service, AND shoddy internet quality, which people are paying for. Paying for services not received is essentially called "stealing." Business accounts are also treated poorly; receiving garbage overpriced service stemming from packed and over sold towers. They have lengthy delays for onsite services. Thank God some idiot decided that internet service should be made available to everyone, but failing to actually provide that service, and holding to account with its contracts to provide reliable and ******************. It's all a scam!Business Response
Date: 03/08/2024
March 8th, 2024
*******************************
**********************,
Idaho Falls, ** *****
Attention: ***************************;
Phone: **************
RE: BBB Case #******** Service Issues
Dear *******************************,
As we discussed over the phone yesterday, I am sorry to hear about the service issues experienced, though I am pleased to hear that since we had a Technician out on March 1st, the issues now seem to be resolved and one month of service credit was provided for these issues.
I will be looking into any tower or network related issues that have impacted your area and will be following up with you Monday,March 11th, with more information. I will also look into the different communications you have received from our Technicians and Technical Support teams have provided.
Thank you very much for being a valued Rise Broadband customer!
Best ******************************************************** Services TeamCustomer Answer
Date: 03/08/2024
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:01/25/2024
Type:Service or Repair IssuesStatus: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 called to get a explanation of why my bill had gone up. Person I spoke to told me it was because of something due to demand. I told her that they never let their customers know and half the time it doesn't work or they always have a tower outage. She told me I could cancel at anytime and because it was not a locked in rate they had the right to raise it. I didn't like the rude comment and 95 a month for internet is outrage especially when they don't inform anyone. And they have raise my amount the past 2 yrs never informed anyone.Business Response
Date: 02/02/2024
*****************************
**********************************************************
Attention: *****************************
Phone: **************
RE: BBB Case # ******* Billing and Service Issues
Dear *****************************,
Thank you for contacting us through the BBB. It has been a pleasure working with you to address your concerns.
As we discussed over our call, Rise provided notice of the rate increase on the monthly statement. Im happy we were able to provide clarification regarding your billing concerns. We will continue to troubleshoot your intermittent service issues until there is resolution.
Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
Best Regards,
****************** Support TeamInitial Complaint
Date:12/26/2023
Type:Customer Service IssuesStatus: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.
Rise Broadband has overpopulated their equipment and fails to deliver service. Over congested networks provide no service to customers. Called about service while living in ******, **. Network was down close to a month. Employee told me the *** had taken over the the tower and was using it. My family uses their service in ******, ** currently. No service now close to a week. Called rep ******* said network is congested. Overselling service to customers without providing infrastructure to handle and provide service to customers.Business Response
Date: 12/27/2023
December 27, 2023
*****************************
***********************************************************************************;
Attention: **************************;
Phone: **************
RE: BBB Case #******** Service Issues
Dear *****************************,
Thank you for contacting us through the?BBB.?After reviewing the history on your account, we would like to share the following:
After reviewing the network for the address provided, we are not showing any network related issues that are impacting the area. If the account holder is experiencing service issues, we recommend contacting our Technical Support team at your convenience to troubleshoot your internal setup.Please call ************,Option 1.
Thank you for being a valued Rise customer. We appreciate your patience as we work through your service concerns.
Best Regards,*************************
Rise Broadband Executive Services
Customer Answer
Date: 12/27/2023
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:12/24/2023
Type:Service or Repair IssuesStatus: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.
Internet is out and unable to reach anyone for any type of support. Automated system goes straight to message saying youve reached us outside of business hours. Sorry technical support should be be available 24/7 as issues dont follow business hours when they decide to go down. After calling back at the shown support hours on their website sat on hold for 53 minutes listening to their music and automated system saying your call is important to us. Your call will be answered by the next available agent. What agent the one that finally shows up for work after the Christmas holiday? This is highly unexpectable business practice for us having to pay a premium price for your service as youre basically the only option for internet where we live. After 53 minutes I was hung up on without ever talking to an agent. Called right back and when right back to the holding for their next available agent. On top of this all, every minute internet is out it costs me money since I work remotely. So since Im unable to connect Im unable to work.An automated message final did say they were aware of an issues in the area and working to resolve it. However that doesnt inspire any confidence that they are actually doing anything when you arent even able to reach a technical support agent to report an issue to or get more info from. Rise Broadband you have become a company who doesnt *********** about your company any more just a money hungry company. For the price we have to pay for service you should be available 24/7 for issues. With being a customer for 15 years this is sad to see that your customer care has gone this far down hill to the point where it feels like only your time matters.Business Response
Date: 12/28/2023
December 28, 2023
***********************
***********************************************************************
Attention: ************************;
Phone: **************
RE: BBB Case #******** Poor Customer Service
Dear *************************,
I am sorry to hear about the poor experience you had with Rise Broadband. As we discussed yesterday over the phone, Rise Broadband makes every effort to provide a great customer experience, both when speaking with our agents and when using our service.
Our records indicate that there was a network related outage due to a local power outage impacting the area that started at around 3 AM in the morning on December 24th and was resolved just before 9 AM that same day.
Due to the issues experienced, we have provided one month of credit to the Rise Broadband account ending in ****.
I sincerely hope this provides clarification to your concerns. Thank you very much for being a valued Rise Broadband customer!
Best Regards,*************************
Rise Broadband Executive Services
Initial Complaint
Date:12/20/2023
Type:Service or Repair IssuesStatus: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 had a sub tier crew install fiber optic cable and they put it thru my sewer line this spring. On ***** the sewer was 100% plugged up, plumber found the line in the middle of my sewer. 5 days later they finally had to install a patchwork of 45 elbows to go around the ****" cable that was over 4 feet underground. I had to coordinate all the lines being marked in the yard, tried getting cable owner out to see the mess with no luck. Rise blames to crew (they hired) and they only re-imbursed me for the plumber's fees, not any of my missed work time. I want them to dig the sewer up and repair the line like it was, no patchwork. I have tried to reason with them and getting no results. I have pictures and the sewer line with the hole in it. Yard is a mess due to the size of the hole that was dug to find the line damage. Water actually backed up at the bathtub and was running out thru the outer wall between the brick and the foundation on 10.14.23 and didn't know why at the time when I had 5 family members visiting. See pics in the attached fileBusiness Response
Date: 12/28/2023
December 28, 2023
***********************
********************************,
******, ** 76259
Attention: **********************;
Phone: **************
RE: BBB Case #******** Poor Customer Service
Dear ***********************,
As we discussed over the phone earlier today, I will be looking into your request for compensation for the time that you took off for the sewer repairs, as well as your request for additional repairs to be done on the sewer line and will follow up with you early next week.
Thank you very much for being a valued Rise Broadband customer!
Best Regards,*************************
Rise Broadband Executive Services
Initial Complaint
Date:12/05/2023
Type:Product IssuesStatus: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 double payment was made by mistake i called and asked for the refund of the 2nd payment and was told no. this is a bad time of year for this to happen i have been a customer for many many years and not had problems like this i just wanted money not owed to be refundedBusiness Response
Date: 12/11/2023
December 11, 2023
***************************
151 *******,
******,** 84074
Attention: ************************;
Phone: **************
RE: BBB Case #******** Refund Request
Dear ***************************,
I attempted to contact you by phone but was unable to reach you.
After reviewing the account, I can confirm that we have started the process to mail a check in the amount of $71.05 to the mailing address on file and should be received within the next 2-3 weeks.
I sincerely hope this provides clarification to your concerns. Thank you very much for being a valued Rise Broadband customer!
Best Regards,*************************
Rise Broadband
Executive Services
Customer Answer
Date: 12/11/2023
This was not agreed upon. You received the money ( by faulty website) and should have reversed charges. also giving me back a lot less than was double paid.
i hope i dont have to change service to another company. also i explained why it was important right now to get it back
Initial Complaint
Date:11/22/2023
Type:Service or Repair IssuesStatus: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.
fiber line was cut after being not being buried for 2 weeks. boring appointment scheduled for 21st fiber was installed 1st of November and i was told by tech that he was going to put a bore code in for my house. 4th of November tech showed up without boring equipment and told me he was needing more equipment.20th of November line was cut. 1st call called to see why internet was out and they told me that they would send someone out the 28th November.2nd call after i went outside to do own investigating i realized line was cut. customer service rep informed me that when they came to bore they could replace line as well. 21st November called to ensure appointment was still happening. 1st call aprx. ****hrs was instructed they were still coming out and they would be replacing line still 2nd call aprox ****hrs no call from tech or company to reschedule and customer service rep told me their boring equipment was broken. was on told that they would call back to let me know why they didn't just replace the line since i still had appointment.3rd call (had to call myself) at approx. ****hrs i called to see why they had not called and they said they would put me on a wait list to be called to fix it was on hold for aprox. an hour 4th call aprox. ****hrs called them to tell them that they were breaking my understanding of their instillation. based on website install was supposed to be 2 to 4 hours including burial of cable and that i was going to be submitting this complaint if they did not fix. was on hold for another hour.5th call at aprox ****hrs was asking if they would comp me hiring someone to fix it myself due to their inability to fix their negligence towards boring my house.Business Response
Date: 12/01/2023
December 1st, 2023
*****************************
***********************************************
Attention:***************************;
Phone: *************
RE: BBB Case ******** Fiber Cabling Boring Issues
Dear *****************************,
Thank you for contacting us through the?BBB.?After reviewing the history on your account, we would like to share the following:
I attempted to reach you by phone but was unable to reach you.
I am working with our **************** teams regarding scheduling two Technicians to come out to complete the boring process for our cabling. I am at least happy to see that we were able to get a Technician out on November 28th to restore services and bury the Fiber cabling. I will be happy to follow up with you as soon as I have more information regarding the boring of our cabling.
We have provided 1 month of credit to your Rise Broadband account ending in **** due to your service issues.
Thank you for being a valued Rise customer. We appreciate your patience as we work through your service concerns.
Best Regards,*************************
Rise Broadband Executive Services Department
Initial Complaint
Date:11/10/2023
Type:Customer Service IssuesStatus: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 been a customer of this Internet provider for 7 years. The last year has been horrible for both the connectivity, speed and service. I have paid my bill monthly for a service I was not provided and have not received what I paid for. Additionally, I have had to call over and over and never got any resolution, always being told that someone "in leadership" would call me back. The company knew the equipment on the tower was not functioning properly and that there was a severe degradation and service issue but did nothing to rectify this. I did not receive the speeds nor the connectivity I paid for. The icing on the cake was when I called to cancel my service after having tried and tried to work for a solution. The person on the line stated that they know all about my complaints as they are documented in my last ten calls and then hung up on me. That was "customer solutions" department. The behavior of this company is egregious. We are senior citizens who have been taken advantage of.Business Response
Date: 11/14/2023
November 14th, 2023
***********************
****************************************************************
Attention: ***********************
Phone: **************
RE: BBB ******** Service Issues and Poor Customer Service
Dear ***********************,
Thank you for contacting Rise Broadband! I am sorry to hear about the service issues and poor experience you had with our agents.
After reviewing the account, we have identified an issue with the tower that causes slow speeds at times. We apologize for the inconvenience and understand your frustration regarding this matter.
Rise Broadband is providing a special pricing for our up to 50mbps with *************** that is reducing the price from $66.95 per month to $45.00 per month.
Our records also indicate that on October 26th, 2023, one of our agents provided two months of service credit to the Rise Broadband account ending in ****.
After the cancelation of services on November 10th, 2023, this has left a credit balance of $95.00 on your account, which we have started the process to mail the full credit balance to the address we have on file.
We sincerely hope this response provides clarification regarding your concerns.Thank you for having been a long time valued Rise Broadband customer, we are sorry to see you leave.
Best regards,
**************
Executive Services | Rise Broadband
Phone:844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:11/08/2023
Type:Service or Repair IssuesStatus: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.
Was having issues with Rise Broadband dropping service and so we changed providers. Upon changing service, we notified Rise that their Receiver Dish was taken down and was placed inside our garage for safe keeping. A few weeks after getting our new service, it unexplainably went down. After a week of no service and while waiting for the new service provider to respond to check the problem, we did some investigating on our own and found that the Receiver Dish installed by our new provider was missing. A few phone calls revealed that Rise Broadband employee had entered onto our property with no notification, climbed onto our roof and removed property belonging to our new provider. We contacted Rise and they told us that they were unable to contact their employee to get the property back as he was on days off. We were assured that they would get the property returned to us as well as pay for a months service as at this time we had be without service for nearly three weeks. After a month with no response from Rise to get our new providers property back, calls again were made and again the same promises and also that the check would be coming shortly! Since then there have been calls made with the property not returned and no payment for lost service. Four months later we are not having our calls even answered. At this time no police report for trespassing onto the property or theft of property of our new provider that I am responsible for have not been filed, but may need to be done to get Rise Broadbands attention so they understand that they cannot treat consumers like this. Very poor way to run a business!Business Response
Date: 11/14/2023
November 14th, 2023
***********************************
***********************************************************, ** *****
Attention: ***************************
Phone: **************
RE: BBB ******** Equipment Collection Error
Dear ***************************,
Thank you for contacting Rise Broadband regarding Rise Broadband collected a different providers equipment.
As we discussed over the phone, Rise was unable to locate the equipment that was collected, however our **************** team will be reaching out to Anthem Broadband directly to work out compensation for the missing equipment.
Rise has agreed to provide an $85.00 check due to the inconvenience caused by our mistake and will mail it to the mailing address we have on file.
We will not require the return of any Rise Broadband equipment at the address where we were providing services and you will not be held liable for it either.
We sincerely hope this response provides clarification regarding your concerns.Thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone:844-411-RISE
*************************************
www.risebroadband.comCustomer Answer
Date: 11/14/2023
As was told before the check would be coming, not sure if it will arrive as the person I spoke with did not follow through with what we discussed about their equipment, but decided on his own to not pick it up so it has been destroyed!
Customer Answer
Date: 11/21/2023
Still have not received a complete resolution as promised!Business Response
Date: 12/08/2023
November 14th, 2023
***********************************
***********************************************************, ** *****
Attention: ***************************
Phone: **************
RE: BBB ******** Equipment Collection Error
Dear ***************************,
Thank you for contacting Rise Broadband regarding Rise Broadband collected a different providers equipment.
As we discussed over the phone, check #******, in the amount of $85.00, was sent to the mailing address we have on file on November 16th, 2023. This check was returned to Rise Broadband as undeliverable. Per your request, we have started the process to re-issue the check to the mailing address we have on file.
We sincerely hope this response provides clarification regarding your concerns.Thank you for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone:844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:09/19/2023
Type:Billing IssuesStatus: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 cancelled my internet service on July 13. I continued to receive past due bills and spoke with Rise Broadband customer support several times. They charged me $84.42 for service from 7/5 through 8/4 even though I cancelled service on 7/13. Once I was advised that they informed me about the amount so they couldnt do anything about it. After that I spoke with someone who said it would be credited when they picked up their equipment. I didnt receive any other bills once they picked up their equipment until I received a letter from a credit agency. I called to speak with customer support again on 9/19. I was once again informed that they had advised me about the charge so it was due. I asked if it was legal to charge me for a service period where I wasnt receiving service. I was advised that they couldnt tell me about legalities and I needed to speak with a supervisor. A supervisor wasnt available so they put me on a call list. Im currently waiting on a phone call. In the meantime I paid the bill at the credit agency.Business Response
Date: 09/20/2023
September 20, 2023
*************************
*****************************************,
*****, ** 81416
Attention: *************************
Phone: **************
RE: FCC ******** Final Balance Dispute
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, Rise Broadband charges for a full month of service at a time, which is why there was a final balance after canceling services. I am happy to hear that the final balance has already been paid!
Thank you 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.com
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