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

  
• 

  Rise Broadband (formerly Digis)

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

• 

  Rhino Communications

  1026 W. Main St Durant, OK 74701

• 

  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:07/25/2023

  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.

  May 2023 complete service interruption for multiple days. We were told it's the dish they came out replaced it. Still multiple days of interruption called back was told it was my router. This drug on into June. Called back was told it was the tower had 40% of the people having the issue called back system completely out automated system telling us its a power station issue. Called back after hours on hold asked for a manager they refused stated they have to fill out some form no manager ever called called back they came back out to my house with the old dish and told me it was the trees. Now I've had this service for over 7 years....apparently I'm just suppose to take whatever excuse they give as the gossiple.. it's now July and I'm running 3mps 0 credits that were promised ever made it to my account and still 0 managers have called

  

  Business Response

  Date: 08/02/2023

  August 2nd, 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:
  
  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, I will be working with our Field Leadership to expedite out a Technician to verify Line of Sight to our tower and what would need to be done to improve service quality. I will be following up with you no later than tomorrow to verify the appointment date and timeframe.
  
  Due to the issues experienced, I have provided two months of credit to your Rise Broadband account ending in ****, in addition to 4 recent late fees.
  
  If you have any questions or concerns, please feel free to reach out to me 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:07/19/2023

  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 have paid for Rise broadband for over 2 years. The last 2+ months I have not had useable internet service. I have contacted the company multiple times and they sent techs out to confirm that it is a provider issue and nothing to do with my equipment. The company acknowledges lack of service in my area but continues to bill full price and does not give an estimate date for restoration of service. They have not offered any credit or dispute resolution. Extremely poor business practice!! Since there are few providers in my local area, I have no other choices for high speed internet.

  

  Business Response

  Date: 07/28/2023

  July 28th, 2023
  ***************************
  **********************,
  ******, ** 57039
  Attention: ***************************
  Phone: **************
  
  RE:  BBB ******** Service Issues
  
  Dear *************************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  I have attempted to follow up with you to discuss the service issues experienced several times but have been unable 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 identified an issue with the tower that causes slow speeds 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 ongoing issues in your area, we have provided two months of credit to your Rise Broadband account ending in ****, in addition to a $10 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: 07/28/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 07/28/2023

  Rise Broadband did attempt to contact me twice, but both times I was working and could not take the call.  They did not provide a phone number to reach them in their messages and in fact said that there was no direct line to reach that particular technical support level.  

• Initial Complaint

  Date:06/15/2023

  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.

  I have had service with rise broadband for 5 years now and every month one week out of the month there service does not work I call and they take a week to connect or send a tech out in one situation they took 15 days. I am frustrated at the service I pay for a service and am being cheated. 1. Out of good service and Teo paying for a full month and only receiving 3 weeks of service. I believe I am bending taken advantage of. When I call for a resolution they make me go through a 3 hr call just to say a tech will be available next week and in some instances I have been denied a service tech because they feel its my issue not theirs every time a service tech has been out the apologize and say oh we did an update and un programmed your internet should work smoothly now. I am looking to be refunded for all days they have not provided me service for the last 5 years.

  

  Business Response

  Date: 06/23/2023

  June 23rd, 2023
  *************************
  *************************************************
  Attention: *************************
  Phone: **************
  
  RE:  FCC ******** Service Issues
  
  Dear *************************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  I have attempted to follow up with you to discuss the service issues experienced after we had a Technician out on Monday, June 19th, to replace our equipment with a different model but have been unable to reach you by phone and apologize for the inconvenience.
  
  Due to the service issues experienced,I have provided two months of service credit to your Rise Broadband account ending in 0599.
  
  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: 06/23/2023

   
  Complaint: 20193446
  
  I am rejecting this response because:
  I would like a resolution I received one vm and I called back left a message and no response. 
  

  please update my equipment if you need to and what about refunds for service interruptions? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  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.

  Consistently poor internet. I pay $107 a mo th for 100mb download service and constantly get less than a quarter of that. Long wait times and told to wait a week for a service call. Always an excuse and told to just use my internet late at night because of bandwidth congestion (because they just keep adding customers to an overloaded module). They have taken my money and have no given me anywhere near the performance promised. And consistently seek to give me the least amount of help or restitution possible for failing to reach the agreed upon service.

  

  Business Response

  Date: 06/23/2023

  June 23rd, 2023
  *********************
  *******************************************************
  Attention: *********************
  Phone: (432) 934-171
  
  RE:  FCC ******** Service Issues
  
  Dear *********************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  It is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  After having a Technician come out on Monday, June 19th, I am pleased to see that ************** was able to improve the service quality you are receiving with Rise Broadband! I have attempted to follow up with you to discuss our next steps but have been unable to reach you by phone and apologize for the inconvenience.
  
  Due to the service issues experienced,I have provided two months of service credit to your Rise Broadband account ending in 5928.
  
  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:05/27/2023

  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.

  1 was double charged twice total ******. Only should of been half. Was told they could not refund me their mistake.

  

  Business Response

  Date: 06/02/2023

  June 2nd, 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:
  
  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 $159.39 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:05/10/2023

  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.

  THIS IS A CONTINUATION OF A PREVIOUS FILE COMPLAINT WITH THE BBB. THE PROBLEMS I HAVE WITH RISE IS THAT THEY NEVER TELL THE ****** THEY GIVE YOU EXCUSES LIKE THEY ARE READING THEM OFF OF A PLAYLIST!! I HAVE BEEN GIVEN EVERY EXCUSE YOU CAN THINK OF AND BAITED INTO STAYING WITH THEM ONLY TO FIND OUT THAT THE SERVICE CAN GET WORSE THAN IT WAS ALREADY. AFTER READING THOUSANDS OF REVIEWS ABOUT RISE I CAN SEE THAT IM NOT THE ONLY ONE WITH THE SAME COMPLAINTS. I SPENT MONTHS COMMUNICATING WITH ************************* FROM EXECUTIVE SERVICES WHOM KEPT ASSURING ME IT WOULD GET BETTER AFTER NEW EQUIPMENT WAS INSTALLED BUT THAT NEVER HAPPENED BECAUSE ON SEVERAL OCCASIONS THE ***** WOULD SAY THAT THERE WAS NO GOOD SIGNAL FROM MY HOME. I WAS TOLD 6 MONTHS TILL NEW SYSTEM WOULD BE INSTALLED AND NOW IM TOLD SOMETIME AFTER THE FIRST OF THE **** ****!! CUSTOMER SERVICE AND TECH SUPPORT IS AN ABSOLUTE JOKE!! THEY NEVER ANSWER ANYTHING, OR JUST SAY IT'S FINE ON OUR END OR JUST HANG UP ON YOU. I NEED 4 PAGES OR MORE TO TELL YOU EVERYTHING I HAVE BEEN LIED TO ABOUT AND TREATED LIKE AN IDIOT. MY QUESTION TO THE BBB IS "HOW CAN A COMPANY BE ALLOWED TO DO THESE TYPES OF THINGS TO CUSTOMERS AND BASICALLY ROB THEM OF THEIR MONEY FOR A SERVICE THAT THEY CANNOT AND WILL NOT PROVIDE??" NOT ONLY THAT BUT THEY ARE ALSO ROBBING FROM THE FEDERAL GOVERNMENT WITH THE *** PROGRAM PAYING FOR PART OF MY FEES FOR A SERVICE THEY CANNOT PROVIDE!! I WANT TO *** THEM FOR LYING AND BAITING ME ALONG FOR THE LAST 2 ****S BUT DON'T KNOW WHERE TO START. I BET THERE ARE THOUSANDS OF RISE CUSTOMERS THAT FEEL JUST LIKE I DO RIGHT NOW. JUST A FEW WEEKS AGO THEY TRIED TO GET ME TO PAY FOR AN INSTALL OF A $3000.00 TOWER JUST TO IMPROVE THE SERVICE THAT THEY CANNOT PROVIDE IN THE FIRST PLACE. BOY AM I GLAD I DID NOT DO THAT!! NOW THAT THE SERVICE HAS BOTTOMED OUT TOTALLY THE ONLY THING I WAS TOLD FROM ************** IS HE IS SORRY THAT IS THE BEST HE CAN DO. THIS IS THE WORST AND MOST DECEITFUL COMPANY I HAVE EVER DEALT WITH!!!

  

  Business Response

  Date: 05/17/2023

  May 17th, 2023
  *************************
  ***********************************,
  ******, ** 74701
  Attention: *************************
  Phone: *************
  
  RE:  BBB ******** *************** Issues
  
  Dear *************************,
  
  Thank you for contacting ** through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  Rise Broadband has made every reasonable effort to improve the service quality we are providing, including sending out multiple Technicians and Supervisors and our Network Engineering teams have investigated and attempted to make several change, however the only way that Rise would be able to improve service quality would be to have a mast installed so the signal can travel over the trees that are currently blocking line of sight.
  
  As we have previously discussed, Rise Broadband has plans to upgrade the equipment on the tower that is currently being provided and expect to have these upgrades completed by the end of this year, barring any unforeseen delays. We expect this to resolve the issues being experienced as well.
  
  Your service with Rise Broadband is not contracted with Rise Broadband and it can be changed for canceled at any time without penalty.
  
  Thank you for your time and patience in this matter, as well as for having been a valued Rise Broadband customer.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20045218
  
  I am rejecting this response because:there has been nothing done physically to try and improve the service that Rise has been selling me. I have been told for over 2 years all kinds of excuses like "the towers were over sold and cant handle the traffic". "your router is fried and you need the new Deco" which is wasn't because i am still using it today!  "there is some kind of radio interference in your area causing the problems and we have no way to find out what it is". Then when I tried tech support it was always something like "everything looks good on our end, you must have computer problems or a virus.Or, after spending an hour on the phone on hold most of the time they would out of the blue just say "oh its fixed now, the engineers just told them. So wait an hour and check again!! also about a year ago a supervisor spent an hour on the phone with me telling me that all the c*** that has been told to me and done to me was wrong and he assured me they would have it corrected in a week at most. Service did improve to better than it had ever been in about a week but it was gone back to nothing in a week after that!! And you ***** told me about 4 months ago that they were transitioning to new equipment and it should be done in six (6) months after we had spoken about my last BBB complaint. Now you are stating that this will not be completed until the first of the year ****. Well no matter how you say it, the first of the year is far from six months. Its more like over a year!! Also when i agreed to suffer through this the speeds were below 25MBs, but were at least enough to use the internet at a slow pace. You, nor anyone else from Rise ever said one thing about the service dropping to nothing at all for 20 0f the 24 hrs in a day. And when i said something about it to you in an email your only reply was that Rise has done all they can do at this time. I even asked if you were going to send someone out to see if the equipment i did have might have failed and there was no response which tells me that you and everyone else from Rise knew that our service was going to drop off the face of the earth but did not inform ** this was going to happen. THAT IS LYING AND BAITING CUSTOMERS ALONG!! FROM DAY ONE OF SERVICE I HAVE NEVER EVER HAD 25MBs SPEED FOR MORE THAT 5 MINS AT A ****!! NOW I HAVE WENT FROM MAYBE 1.7-8MBs TO 0.0-0.5MBs MOST ALL THE **** OR ABSOLUTE ZERO CONNECTION AT ALL.I HAVE READ COMPLAINT AFTER COMPLAINT WHERE CUSTOMERS ARE GETTING TOLD THE SAME THINGS I HAVE BEEN AND TREATED THE SAME WAY AS ME. AS FAR AS A MAST OR TOWER BEING PUT UP ON MY HOUSE I TOLD YOU THAT IF RISE WANTS TO PAY FOR IT THEN JUST DO IT. BUT TO ASK ME FOR THE 2ND **** SINCE I HAVE A RISE CUSTOMER TO PAY OVER $3000.00 FOR SOMETHING TO IMPROVE MY SPEED THAT RISE HAS NEVER BEEN ABLE TO PROVIDE FROM DAY ONE IS LUDICROUS!! I HAVE BEEN DOING MY PART OF THE DEAL AND PAYING MY BILL ON **** AUTO PAY ALL ALONG!! ITS **** RISE DOES WHAT THEY CLAIM THEY CAN DO AND WHAT THEY ARE CHARGING ** FOR AND DELIVER THOSE SPEEDS. IF I DIDNT PAY ON **** RISE WOULD SURE SHUT IT OFF IN A FLASH. WELL HOW ABOUT EVERY DAY THAT RISE DOES NOT PROVIDE WHAT IT SELLS THEY REFUND ** BACK OUR MONEY!! CUSTOMER TECH SUPPORT IS THE BIGGEST JOKE I HAVE EVER SEEN!! THEY ARE RUDE AND NEVER SOLVE ANYTHING!! I HAVE BEEN TREATED LIKE AN ABSOLUTE IDIOT BY ONE FEMALE TECH 3 ****S WHICH I COMPLAINED ABOUT EVERY **** BUT NOTHING CHANGED.IF EVERY CUSTOMER HAS BEEN TOLD WHAT I HAVE ABOUT IT GOING TO BE 7 MONTHS OR MORE TILL RESOLVED THEN HOW DO YOU HAVE ANY CUSTOMER LEFT AT ALL? IF RISE WANTS ME TO LEAVE AND DISAPPEAR THEN THEY NEED TO REFUND MY MONEY BACK FROM DAY ONE FOR NOT PROVIDING THE SPEEDS THAT I SIGNED UP FOR PLUS PAY BACK THE FEDERAL GOVERNMENT FOR EBB AND ACP CREDITS GIVEN TO THEM ON MY BEHALF!!
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/14/2023

  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.

  No Internet due to issues with the installed pole, technician comes out comes inside and pulls out wires and disconnects router sayin thats not needed (there was nothing wrong inside)never touches the outside or checks the pole, reports every thing is fine and leave within 10 minutes of arrival going on two weeks with no internet because what he said was fixed wasnt. Parent with dementia cant get meds dispensed unless I do them manually (very difficult to do) because it runs on wi-fi. 3 different times I have spoken with management or customer solutions and 3 different times I have supposed to have a call back for either higher up or lead technician. No callbacks and but yet their automated system has call no less that 4 times and a email states that my account (bill is due on the 19th) is endanger of being disconnected. How can they disconnect something that hasnt been connected in the first place. I have email proof that they changed a scheduled appointment from April 17 to the 13. But yet they did not come out and no one called and now they are saying its back to the 17th. No one can give a straight answer including management. Edited to add it took me 4 tries to even upload this complaint because our phones are slowed from being over our data limit and the solution lady machel today, 4/13 called me back once today but said she never was able to get in touch with the people meaning local area leadership such as a lead technician and never called again.

  

  Business Response

  Date: 04/18/2023

  April 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:
  
  It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  After reviewing our records, Rise needed to reschedule the appointment that was moved forward to April 14th as we needed to send out two Technicians to work on our equipment due to the height of the ******* is installed one, however one of the Technicians was ill that day and was not able to make it. I am very sorry to hear that our Dispatch team did not notify you of this and I have escalated this issue for review.
  
  I am pleased to see that we were able to get two Technicians out yesterday, April 17th, to work on our equipment. If you are still experiencing issues, please feel free to reach out to me at the email address ************************************* and I will be happy to assist you!
  
  Due to the service issues and poor customer service experienced, Rise has provided two months of credit to your Rise Broadband account ending in ****, as well as waived two recent late fees and reconnection fees, for a total credit of $262.60.
  
  Thank you very much for your time and patience in this matter, as well as for being a valued Rise Broadband customer.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934762
  
  I am rejecting this response because:  The reason for all the rescheduling was and not having ********* available Is invalid. However your service technician did come out on 3rd rescheduled time but did infact show up by himself without the requested or promised field supervisor. He specifically stated that he would do what he could. So while I did finally get service it was due to your technician having to go against your company policy to do so. When questioned the about the lack of the appropriate personnel the tech stated that he was told by his field supervisor above him to just go get the job done and he was not coming.  So my question is if this was just going to be the result in the end of only having one tech why couldnt it have been fixed on the first date this failure lies directly on your chain of command and especially the field supervisor over this area. Your technician ended up having to replace the whole pole by himself as it was infact in great danger of falling and causing damage to my house. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/01/2023

  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 was a Rise Broadband internet subscriber for over 2 years. During this time, the service was routinely inoperable. Any time the wind blew, or it snowed, we would lose connectivity. Never had we been compensated for the many losses of service. Never did I complaine. I have recently begun to occasionally work from home, and the service got slower, and slower to the point that I wasn't able to work. I did call and ask if there was an issue with their service only to be told everything was fine. On Feb 17th I disconnected my service with rise, and went with another company. At that time I was told I would be contacted to schedule a technician to remove the equipment from my home, and that I would be issued a refund of the prepaid service that I will not receive. The amount is $72.00. And I was advised that I would receive my refund in the form of a paper check via ***** Today is April 1st. I have called 3 times to inquire about my refund, only to be told I will not receive a refund until a technician removes the equipment. Yet, no such technician has ever been scheduled, nor have I been contacted to schedule. I called Rise again today. Same story. Only this time I was told that I wouldn't receive my refund until 4-6 weeks AFTER the technician removes the equipment. Which has yet to even be scheduled. When I ask to speak with a supervisor, I am put on an infinite hold until I am eventually disconnected, or I just give up and end the call.I would very much appreciate a refund of the funds that were paid for service I will not recieve.

  

  Business Response

  Date: 04/07/2023

  April 7th, 2023
  ***********************
  *********************************************************************
  Attention: ***********************
  Phone: **************
  
  RE:  BBB ******** Refund Inquiry
  
  Dear ***********************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  As we have discussed over the phone, the reason for the delay in the refund of $70.06 being mailed to you is due to our equipment not yet being collected. After working with our Field Leadership, we had scheduled a Technician to go out yesterday afternoon to collect our equipment. Per your request, we unscheduled the appointment as you were not able to meet us and you need to be there due to the large dogs that live with you.
  
  The timeframes that we can schedule a Technician to come out to collect our equipment is Monday through Friday,between either 8 AM and 12 PM or between 12:30 and 4:30 PM. Please let me know which day and timeframe you would like and I will be happy to schedule the appointment!
  
  Thank you very much for your time and patience in this matter, as well as for being a valued Rise Broadband customer.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:03/27/2023

  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.

  On March 1st 2023 my internet service began regularly dropping out and losing connection. Other members of the household who are in the employ of fixing these same types of issues determined the issue to be DNS in nature, and would require fixing on the *** end, as the issue was not a result of local issues. After calling Rise the representative was not too helpful and ignored any information about fixing the issue. They only said they'd "send someone before the 31st to come look at it." Which is unnecessary. It is now the 27th of March with no further contact and internet service still regularly dropping and failing. I will not be paying Rise a cent until we are getting the service we're paying for and am furious with this callous disregard for client complaints and absolute incompetence. Desired resolution: adjustment of internet bill for the failed service this entire month, immediate repair of issue.

  

  Business Response

  Date: 04/05/2023

  April 5th, 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:
  
  It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  We have attempted to reach you several times regarding the reported damage claim,unfortunately, we have not been successful.
  
  Rise dispatched a Technician on March 31st to try and improve the service quality in the area, however he was not able to resolve the issues. After working further with our Network Engineering and Field Leadership teams, we have found that there are some frequency issues that can impacting our service in the area. After attempting to make several changes, we were unable to find a cleaner frequency in which to broadcast our services and were unable to fully resolve the issues experienced.Our Engineers are still working to try and resolve the issues as quickly as possible, however we do not yet have an estimated timeframe for when they will be resolved.
  
  Due to the ongoing service issues experienced,we have provided two months of service credit, waived a recent late fee and a $10.00 discount for 6 months to your Rise Broadband account ending in 4856.
  
  Please let me know if you have any questions or concerns by reaching out to directly and I will be happy to assist you!
  
  Thank you very much for your time and patience in this matter, as well as for being a valued Rise Broadband customer.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:03/12/2023

  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.

  March 10, 2023 Rise Broadband withdrew a payment of $75.28 from my checking account. This account was to be used for automatic payments to this company. However, for the entire week prior to March 10, 2023, I tried to contact Rise Broadband via phone, live chat, and email to cancel their service. March 6th and 7th I tried to contact them using every phone number available on their website. March 8th I sent an email, to which I still have not received a response. March 9th I tried the phone numbers again along with the live chat, which incidentally leads you to call the phone numbers that are never answered. I am requesting a refund of the $75.28, but more so, I am requesting a cancellation from this company's services. Trying to conduct business with them has proven ineffective. The account number is ****************. Thank you for your assistance with this matter. Please let me know if any further information is required for to handle this complaint.

  

  Business Response

  Date: 03/15/2023

  March 15th, 2023
  ***********************
  ****************************************************
  Attention: ***********************
  Phone: **************
  
  RE:  BBB ******** Cancellation Request
  
  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 yesterday, I am sorry to hear about the issues you experienced when attempting to contact Rise Broadband regarding service issues experienced as well as to cancel services. It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers. We sincerely regret this has not been consistent in your experience with our service.
  
  Per your request, we have canceled the service and backdated it to the start of your March statement cycle and have scheduled an appointment for March 21st, between 8 AM and 12 PM, for a Technician to come out to collect our equipment.
  
  Once our equipment has been collected, we will begin the process to mail the credit balance of $82.94 to the mailing address on file.
  
  Please let me know if you have any questions or concerns by reaching out to directly and I will be happy to assist you!
  
  Thank you very much for your time and patience in this matter, as well as for having been a long-time valued customer with ******************. We regret to see you go.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com