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:09/17/2023
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.
At the beginning of July I submitted an application for the *** to get a discount on our home **************** and to my surprise our household was approved. The approval email and website instructed me to CALL my internet service provider and to let them know I was approved. The representative who I spoke to said I had to go to the risebroadband.com/*** website and to fill out an application with the information the *** provided me and once rise can verify my approval that I would get notified. On July 18 I received an email from ***** employee of Rise Broadband who was informing me that my information was not pulling anything up with the ***. Long story short even after providing email proof of my letter of approval from the *** I am still being charged the regular monthly bill amount. How does this company get away from ignoring the government program used to help assist people in need and even after submitting proof they ignore the *** and The *** and continue charging me regular price !! My application was approved with the *** and The *** on July 15 and it expires 10/13/2023 I have not been able to enjoy the discount and apply the extra cash on other bills because Rise Broadband doesn't care about their customers. I LOVE The **************** I get with Rise Broadband until this happened. Now Im constantly looking to find a better Internet provider who cares about me and puts in the effort to help me get a discount like the *** and *** provide. This is why I have a past due bill because Rise won't put in the effort to give me any type of discount even when they see I submitted actual proof. I WANT MY DISCOUNT AND BILL REDUCTION APPLIED.
Business Response
Date: 09/21/2023
September 21st, 2023
*************************
********************************,
*****, ** 89179
Attention: *************************
Phone: **************

RE: BBB ******** *** Benefit Inquiry

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

Thank you for contacting Rise Broadband regarding your billing and the *** Benefit.

Thank you for submitting a new application through our website to enroll you to receive the *** Benefit from Rise Broadband as was discussed when we spoke earlier this week! With this information, we were able to successfully enroll you and the *** Benefit has been applied to your Rise Broadband account ending in ****.

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.com
Customer Answer
Date: 09/21/2023

Complaint: 20618061

I am rejecting this response because: Rise Broadband is making it seem like it's my fault when I submitted everything I needed to submit in a timely manner. Why do I have to be okay with Rise not applying my discount to my service because of their lack of empathy and or knowledge of their own computer system. I AM NOT OKAY WITH THIS RESPONSE if I applied for the government program for assistance is because I need it not because I have nothing better to do. In this day and age you would thing a corporation would have more remorse or understanding of their customers needs.

Sincerely,

*************************
Customer Answer
Date: 09/25/2023
I want my discount that I was approved for back dated from 07/2023 to my most recent bill. I find it very unfair and unprofessional that I submitted my approval letter to rise broadband immediately after getting approved and because of their lack of knowledge on their own system they are making it my fault as to why I don't get my discount. That is ridiculous!
Business Response
Date: 09/28/2023
September 28th, 2023
*************************
********************************,
*****, ** 89179
Attention: *************************
Phone: **************

RE: BBB ******** *** Benefit Inquiry (Rebutall)

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

Thank you for contacting Rise Broadband regarding your billing and the *** Benefit.

Rise Broadband attempted to enroll you through *** to receive the *** Benefit from us when the Application was submitted back in July. When inputting the provided information, *** advised that there was no application in their records that matched the information. We requested that the enrollment confirmation email be sent to us and attempted to run the application once this was done. Unfortunately,we received a similar error, and we requested that a new application be submitted through our website and ensure that all information is accurate. This request was ignored, and we were unable to proceed with attempting to enroll you.

After comparing the application that was submitted on September 19th to the application that was submitted back in July, we found that there was an incorrect date of birth provided, and once corrected we were able to successfully enroll you to receive the *** Benefit from Rise Broadband and the discount was added on September 20th. The *** Benefit can only be provided from when the *** enrollment was completed.

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.com
Customer Answer
Date: 09/28/2023

Complaint: 20618061

I am rejecting this response because: this is not accurate. I submitted all the correct information. It never changed not once. Wow !

Sincerely,

*************************
Initial Complaint
Date:09/15/2023
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 moved a year ago and canceled my Rise Broadband account, but my automatic withdrawal cont.to come out and be accepted by Rise Broadband. When I discovered this I called and requested a refund, and they informed me that they would only refund me back 4 months, when they took out 12 months of payments.Please help me to get my full refund, as their services were not being used and their equipment was returned to them. I have uploaded documents to go along with my request.
Business Response
Date: 09/21/2023
September 21, 2023
***********************
**********************************,
******, ** 80831
Attention: ***********************
Phone: **************

RE: BBB ******** Refund Request

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

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

We have agreed to refund the full credit balance on your Rise Broadband account. The typical timeframe for the check to received is 2-3 weeks.

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
Initial Complaint
Date:09/12/2023
Type:Sales and Advertising 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 broadband advertises that they provide service everywhere. That is not true and is false advertising!!
Business Response
Date: 09/13/2023
September 13th, 2023
***********************************
** 80524
Attention: ***********************************
Phone: **************

RE: BBB ******** Service Inquiry

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

Thank you for contacting us through the Better Business Bureau.

Rise Broadband is a Fixed Wireless Service provider and requires direct line of sight from our tower to the location in which we would like to provide services to. If you have any questions or concerns regarding the services we can provide, please feel free to reach out to us and we will be happy to assist you!

Thank you for your time 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
Initial Complaint
Date:09/12/2023
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 have been approved for the *** program as of the end of July 2023 therefore I should be receiving a $30 credit on my internet bill. Spoke to *** program this morning after arguing with rise broad band for months now since august to be exact over my bill credit, which would make me owe $15 and some changes every month and they refuse to give the credit unless I change my plan to a more expensive plan. I have spoken to *** and that was not in any terms or conditions it was to take the $30 off whatever bill the customer had. I want this resolved or I will only be PAYING THE $15.83 FOR THE LAST TWO MONTHS AND THAT IS IT. MY BILL IS $45.83-$30.00 CREDIT WHICH WOULD MAKE MY BILL $15.83. The company is price gaulging charging the customer to get another plan that's $15 higher than their current plan and then get the discount, so the customer has to pay $30 and that is not what they are supposed to do under the *** plan. TO boot they had a tower with too many people on it for a year and were charging customers in 2021 for service they wern't even providing.
Business Response
Date: 09/20/2023
September 20th, 2023
*****************************,
******************************,
************, ** 75442
Attention: *****************************
Phone: **************

RE: BBB ******** *** Benefit Inquiry

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

Thank you for contacting Rise Broadband regarding your billing and the *** Benefit.

As we discussed over the phone yesterday, prior to your *** qualified application,you were on a standard plan of up to 25mbps with unlimited data for $76.30 with a Rise loyalty discount that reduced the pricing to $35. If we were to add the *** discount to the original plan, that would increase your monthly rate to $46.30. Instead Rise placed you on a new acquisition price plan 25mbps with unlimited for $62.35 and with the *** discount your monthly rate is $32.35 before taxes and fees.

If you would like to move back to the original plan or have any other questions,feel free to reach out to me directly and I will be more than happy to assist you.

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.com
Initial Complaint
Date:09/10/2023
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.
Internet hasnt been working correctly for one a month. They keep saying they are fixing the problem never do. Came to the house adjusted the satellite still doesnt work correctly. We are paying full price for a half price service that doesnt work. They say they know the problem but doesnt fix it
Business Response
Date: 09/18/2023
September 18th, 2023
***************
**********************************************************
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 last week, Rise Broadband scheduled an appointment for ************** to go out on Friday, September 15th, and replaced several pieces of equipment.I will be following up with you tomorrow, September 19th, to ensure that you are seeing an improvement in the service quality.

Due to the issues experienced, I have provided one month of service credit to your Rise Broadband account ending in ****.

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
Initial Complaint
Date:09/06/2023
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.
We had to cancel our full-service internet provider (of 20 years) Skybeam because they are a point-of-sight internet company. Meaning the towers must be able to see your house satellite. Skybeam started adding too many people to their towers - the servers couldn't handle it - and our service was failing. We were not getting the speeds we were paying for, nor could they fix the problem. Several Skybeam employees told us it was only going to get worse because they were not limiting the number of people they could get on the tower. Several Skybeam techs who were at our house told us they couldn't possibly give us the speed we were paying for, and the only solution was to cancel the service. Due to no fault of our own, we had to cancel Skybeam.PROBLEM: We have two 25-year-old Skybeam emails attached to our Skybeam account - which we use for business. Changing our email would be an impossible task. Skybeam refused to work with us and have been charging us $13.95 per month to keep two emails. Which is a ridicules amount. We have gone round and round with Skybeam, but they refuse to comp (or heavily discount) the email service - and they keep raising their prices as well.After decades of being a loyal customer with **********************, I would like to see Skybeam comp our email addresses as changing them would be impossible with our business connections.
Business Response
Date: 09/08/2023
September 8th, 2023
*************************
*************************,
*******, ** 80550
Attention: *****************************
Phone: **************

RE: BBB ******** Email Billing 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 does not charge for email services if you are receiving an internet service from us. Rise has plans to upgrade our network and equipment in the area in the next 2-3 months, barring any unforeseen delays, and have agreed to provide 3 months of credit for the email service while those upgrades take place and you decide if you would like to switch back to our *****************

Thank you for your time 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
Customer Answer
Date: 09/08/2023

Complaint: 20562129

I am rejecting this response because: While a temporary bandaid, doesn't solve the issue. As I explained to *****, we had no control over leaving Skybeam (now Rise Broadband). We were forced out due to Skybeam not being able to provide the 'speed' of internet service we were actually paying for. We will keep this ticket open and if Rise can come up with a better solution, I'm happy to hear it.

Sincerely,

*****************************
Initial Complaint
Date:08/10/2023
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 had rise internet for 3 years now and I pay $94 a month for 50 gbt download speed and the last 8 or 9 months we have only been getting 3 maybe 4 gigs download speed. Everytime I call they tell me there is a notice to upgrade their field equipment. It's been the same problem over and over again and they won't get anyone out to upgrade it. And I'm still paying $94 a month.
Business Response
Date: 08/16/2023
August 16th, 2023
*************************
701 ********,
*********, ** 76636
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 am sorry to hear about the service issues experienced. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.

I made several attempts to reach you via phone but was unable to speak with you.

After working with our Field Leadership and Engineering teams, we confirmed that there is an issue in the area that can cause packet loss and slow speeds to be experienced at times. We sincerely apologize for the inconvenience and understand your frustration regarding this matter. At this time,we are unable to provide a specific date regarding upgrades to your tower, but we can assure you that our Network Engineers are treating this with the highest priority.

Due to the issues experienced, I have provided two months of service credit to your Rise Broadband account ending in ****, in addition to a $10.00 discount per month for 6 months.

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
Customer Answer
Date: 08/16/2023

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:08/08/2023
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 broadband installed their equipment and it worked great for a few months, then it started to fail. **************** would check their side of the service and say everything is ok, would then send a technician out two weeks later. The tech would then say everything works! Service would only work somedays for 30 minutes or cut in and out. Techs came out 2 times and service still would not work. Called again and service call scheduled for another 2 weeks out. Had to cancel service due to unreliable service. A refund has still not been given for the useless service we received. Would really like the service to work, but their unwillingness to fix their equipment is very aparent. Would like a full refund of all the service from may to current.
Business Response
Date: 08/14/2023
August 14th, 2023
***************************
***************************************************
Attention: ***************************
Phone: **************

RE: FCC ******** Refund Request

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

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

I made several attempts to contact you by phone but have not yet been able to reach you. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.

We have begun the process to expedite a refund in the amount of $179.23 to the mailing address on file. The typical timeframe for the check to be received is 2-3 weeks. If you have any additional questions or concerns, please feel free to let me know and I will be happy to assist you!

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
Initial Complaint
Date:08/03/2023
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.
Our internet went down on July 29. I have called the company three times and opened tickets. Ive been told I will be called back. I received notice that they would try to get to it on the 14th of August. *** explained in depth that I work at home and am unable to do my job without the internet. They dont care. They have, however, pulled the latest invoice payment from my account. So I have to pay, for absolutely no service, and possibly lose my income.
Business Response
Date: 08/09/2023
August 9th, 2023
*************************
354 ******************************************************
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 am sorry to hear about the service issues experienced. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.

As we discussed over the phone earlier today, after working with our Field leadership team we were able to expedite an appointment for a Technician to come out to today, August 9th,to work on our equipment to restore services. I will also be following up with you tomorrow to ensure that the issues have been restored.

Due to the issues experienced, I have provided one month of service credit to your Rise Broadband account ending in ****.

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
Initial Complaint
Date:08/02/2023
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 been in contact with Rise BBs troubleshooting support team multiple times over the past months regarding the same issue - intermittent loss of connectivity for my streaming service. First I was told to order an additional Deco router which I did - that didnt fix the problem. Next a technician came to my home to look at my equipment. The tech stated I should probably switch companies as my issues are well known for my neighborhood but nobody is making moves to fix the problem so Im better off finding a new provider. I tried the other local company - Legacy - but they would not take our business as they are at bandwidth capacity. I made 3 more calls to technical support following the visit from the technician - each person told me yes there is an open ticket for pocket loss in my area but no ETA for resolution at this time. And nobody offered to discount me for lost time of streaming services - when I asked about a discount I was told this is only done AFTER the problem is fixed. I rely on my internet service to be reliable because I work from home. I am only able to feed my family if I can work. Im forced to use Rise Broadband because of where I live and Im getting NOTHING from them about when this pocket loss problem will be fixed. All I want is an ETA for a fix and a billing adjustment for all of my previous downtime. I really do not feel like thats a big ask. Provide a service to a paying customer. Period. Please contact me if you have further questions regarding this complaint. Thank you for your time.
Business Response
Date: 08/09/2023
August 9th, 2023
*********************
****************************************,
**********, ** 75167
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 am sorry to hear about the service issues experienced. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.

I made several attempts to reach you via phone but was unable to speak with you.

After working with our Field Leadership and Engineering teams, we confirmed that there was an issue in the area that was causing packet loss to be experienced. This issue was resolved on August 1st, 2023, however after investigating your service we found that some packet loss is still being experienced. To resolve this issue, we have tentatively scheduled an appointment for a Technician to come out and work on our equipment for August 15th, 2023, between 12:30 and 4:30 PM.If this appointment does not work for you, or if you have any questions, please feel free to reach out to me directly at the email address ************************************* and I will be happy to assist you!

Due to the issues experienced, I have provided one month of service credit to your Rise Broadband account ending in ****, in addition to 2 recent late fees and two reconnection fees.

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
Customer Answer
Date: 08/09/2023
Im fine with 1230-4 time slot on 8/15. I appreciate the timely response to help resolve this complaint as well as the credit on my account. I really hate that it took my filing a BBB complaint to resolve my problem.
Customer Answer
Date: 08/09/2023

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,

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

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