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:02/13/2023

  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.

  Rise charged me twice for the same month of service, two charges of $94.05 once on Feb 6th, the second on Feb 9th. When I called the first time on the 9th of February I was told they couldn't do anything about it since the payment was pending and to call my bank (who were not able to do anything about it either). I called Rise today (2/13) and I was told that they were going to keep the second payment and apply it to next months service. I told them I could not afford that and I need them to refund the second payment, eventually she said they would refund the payment and put me on hold. When she came back she told me she opened a case "to see if they will approve a refund" which was not what she had told me prior. They charged me twice for the same month and have essentially refused to fix it. I requested an email regarding the case that was opened and was told "we don't do that" which seems exceptionally shady, especially as they are an internet provider and supposedly have the capability to do so.

  

  Business Response

  Date: 02/21/2023

  February 21, 2023
  ***************************
  3313 Tamarack Lane,
  *********, ** 80534
  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:
  
  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.
  
  I attempted to reach you by phone to discuss this further, however I was unable to reach you.
  After reviewing the account and billing, our records indicate that two payments were made to Rise Broadband, one on February 3rd and one on February 9th for $94.05. Both of these payments were made as one-time payments, one paying for the January 23rd through February 23rd service cycle, and the second was for the February 23rd through March 22nd statement cycle. While February to March statement cycle was not due until February 23rd, the statement was created on February 8th and is available to be paid early. As your current balance with Rise Broadband is $0.00, we are not able to refund the second payment that was made.
  
  If you have any questions or concerns, please feel free to reach out to me and I will be happy to assist you!
  
  We sincerely hope that this provides clarification to your concerns. 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:02/01/2023

  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.

  History:1. Starting the July 9, 2022 billing cycle, Rise Broadband started billing $75.28 instead of the previous rate of $55.93. I was not informed of nor given an explanation of the change in rate.2. Because I had the account set to auto-pay, I did not notice the increase until roughly Nov/Dec. ******. I called the support number for an explanation. After holding for a long time, a representative could not give me an explanation of why the rate increased.4. During the call, I requested my service be canceled. The representative told me I needed to call a different number to do so.5. I tried calling that number twice. I gave up both times after being in a hold queue for a very long time.6. Rise Broadband does not provide an option to cancel service via their website so I e-mailed on Dec. 5 indicating I would like to cancel service (e-mail addresses provided on their website are *********************************** *********************************** ******************************** e-mail went to all).7. I returned the router that was supplied by Rise (*******************************************************************************************************************)8. Rise has continued to bill me. I have follow up e-mails on 12/31/22 and 1/26/23. None of my e-mails have been acknowledged.Rise Broadband account number is **************** Resolution I am seeking:1. Credit months I have been billed after requesting service be canceled (Dec. 2022 - current)2. Reimbursement of rate difference from July-Dec. ($75.28-55.93 = $19.35 x 6 = $116.11)3. Cancellation of my account

  

  Business Response

  Date: 02/08/2023

  February 8rd, 2023
  ***************************
  1438 ***************.,
  Rockford, ** 61103
  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:
  
  I have attempted to contact you by phone but have been unable to reach you and apologize for the inconvenience.
  
   After reviewing our records, we are showing that our ************* team as contacted on December 5th with a request to cancel services. When the agent attempted to transfer you to the department that handles cancellations, the call was disconnected. The agent attempted to contact you back but was unable to reach you to complete the transfer.
  
  Per your request, we have canceled the service and backdated it to the December statement cycle, leaving you at a $0.00 balance.
  
  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

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18967201
  
  

  Attn **************, Rise Broadband:

  Thank you for your credit reducing the balance to $0 and diligent followup by phone. I apologize I was not available; I am generally not able to take calls during the workday.

  Some additional items:

  1. I am requesting reimbursement of the rate difference from July-Dec. (Item 2 in my initial complaint with the *** $75.28-55.93 = $19.35 x 6 = $116.11) (Starting the July 9, 2022 billing cycle, Rise Broadband started billing $75.28 instead of the previous rate of $55.93. I was not informed of nor given an explanation of the change in rate.)

  2. Why were my repeated e-mails ignored? (12/5/22, 12/31/22 and 1/26/23) Rise Broadband's response once I contacted the BBB was excellent. Shouldn't my first e-mail have been handled in the same way?

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

  

  Business Response

  Date: 02/17/2023

  February 17rd, 2023
  ***************************
  1438 ***************.,
  Rockford, ** 61103
  Attention: ***************************
  Phone: **************
  
  RE:  BBB ******** Cancellation Request (Rebuttal)
  
  Dear ***************************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  Our records are showing that our ************* team was contacted in January 2022 regarding the pricing for our services compared to ********* Our agent offered to reduce the pricing of the service by $15.00 per month for 6 months, which was accepted and expired in your July statement cycle. Rise Broadband also went through a company-wide rate increase of $4.30 that started affecting our customers on their August statement cycle. We notified our customer ahead of time with notifications on all statements sent out to our customers prior to the rate increase occurring.
  
  Rise Broadbands Terms and Conditions,which can be found on our website, advise that in order to cancel service, we must be contacted by phone at ************ to terminate the service. However, I looked through our billing and support email history but was not able to find any emails that match the email address we have on file.
  
  I sincerely hope this response provides clarification regarding your concerns. Thank you for your time and patience in this matter, as well has for having been a Rise Broadband customer!
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I do not find the response from Rise Broadband acceptable, I do not believe they will be willing to provide a resolution that is.

  I do not have any plans to ever transact with Rise Broadband again so I am willing to close the complaint. A company as unresponsive to customers as Rise Broadband is not a company I wish to use.

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

• Initial Complaint

  Date:01/29/2023

  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 am writing to inform you of the poor internet connection that I am currently experiencing with Rise Broadband. Currently, very slow or no internet availability is often being encountered.This problem has been ongoing since October. The days of the week and time of day with the worst service are: all day Saturdays, all day Sundays, and Monday through Friday from 5 to 11 pm. Prior to October 2022, problems regarding slow internet speeds were rarely encountered.As recently as Saturday, January 28, 2023, I had no internet service between 7:00 and 9:00pm. Speed Tests conducted, using the Rise Broadband speed test tool, indicated that during these poor internet service time periods, download speeds of less than 1.0 Mbps were encountered with latency often exceeding 100ms. During December 2022, I documented, 16 days, where internet download speeds were slower than 1.0 Mbps or no internet was available. Over 50% of the month of December, internet usage was not at a useful speed, let alone the agreed upon speed which are currently being billed and paid.Moreover, I have contacted technical support six or more times since the first of November, explaining the lack of appropriate internet speeds. Additionally, an e-mail, explaining the problems being encountered, was sent to their tech support in December of 2022. Their response stated that they would investigate the problems. At this time, all correspondence with their customer service and technical support staff has resulted in no difference to the internet speeds,. The bandwidth I signed up for, and agree to, was to receive approximately 25 Mbps. Receiving 1 Mbps (or less) is totally unacceptable.I have continued to pay the bills being sent from their company even though the service has not been provided. You will find that my current balance has no amount due and has always been paid as required.

  

  Business Response

  Date: 02/06/2023

  February 3rd, 2022
  *******************************
  3718 *******************,
  *****, ** 68066
  Attention: *******************************
  Phone: **************
  
  RE:  BBB ******** *************** 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 pleased to hear that the service has been working well for you since we last spoke on February 1st and no issues have been experienced. I have scheduled an additional follow up with you for February 7th, so that you have some additional time to monitor the service and ensure that the issues do not resurface.
  
  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

• Initial Complaint

  Date:01/07/2023

  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 cancelled the internet with this company since our home finally got fiber. When i called to cancel I also mentioned they need to come and properly remove the equipment attach to top of my roof and not to do so unless I am present. I had to call again since a month has passed and I was advised a technician would be at my home Thursday Jan 5 between 8am -12pm. I took the half day off so I would be home and no technician ever came by no phone call or anything and I was home all day. I called Rise and complained about this, and they said there was a wreck nearby (which was a lie) and they couldn't make it out. No phone calls, nothing to inform me. I spoke with ****** a supervisor with Rise Friday at *****am and told him several times that a technician is NOT allowed on my roof while I'm not home, ****** said he understood and call is being recorded, as mine is well. Friday, I receive a text from Rise stating a technician is on its way. Rise technicians scratch my new gutters (1yr old) and left the tripod that held the pole to their equipment. I have no way to know if Rise is going to remove the rest of their install equipment --the tripod or not. I don't want my roof to leak as well. Rise has been nothing but problems, *** missed work, stress of this isn't healthy as well.

  

  Business Response

  Date: 01/12/2023

  ******* 12th, 2022
  *******************
  1088 County Road 1383,
  *********, ** 73018
  Attention: *******************
  Phone: **************
  
  RE:  BBB ******** Equipment Collection 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 poor experience you had when ************** when out to collect our equipment on ******* 6th to collect our equipment and didnt contact you in advance to let you know he was on the way. 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 discussed over the phone yesterday, after working with our Field Leadership for your area we have scheduled an appointment for senior Technician to go out to document the claimed damages on the gutters for ******* 17th,between 12:30 and 4:30 PM. While there, the Technician will remove the foot-mount for our equipment that is attached to the roof per your request, however please be aware that Rise Broadband does NOT recommend removing the foot-mount.
  
  If you have any questions or concerns, please feel free to reach out to me 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

  Customer Answer

  Date: 01/12/2023

   
  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:01/04/2023

  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.

  Just about every month for the last year our internet service is garbage. We will go a week or two of good internet and then days or weeks where it will drop or it will be so slow we can't use it. As of recently it has dropped in and out and we are not even getting 1mbps speeds! I am paying for service they can not give me. They blame trees now and then yet if it was the dead tree with no leafs causing the issue then I would never have signal. One tech said they have to many people and it is overlimit. I am tired of their false advertising, lies about their service. I am tired of sitting on hold for 2 hours to be told a tech will look into it and call me and 4 days later still no callbacks. I want the service fixed and that they keep charging me $70 a month for. If they can't provide it then they should quit lying about the services. I also know from other rise customers it is not just me. There are multiple groups dedicated to their horrible services. I want it fixed and a credit for this mess. The typical 10$ credit isn't going to fix their trash services. They can continue having crappy internet because there is no one else to go to and they know it.

  

  Business Response

  Date: 01/10/2023

  January 10th, 2022
  ***********************************
  3403 **********,
  **********, ** 76528
  Attention: ***********************************
  Phone: **************
  
  RE:  BBB ******** *************** 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 over the phone earlier today, ************** that went out to the service location yesterday was unable to locate any issues with our equipment that would have been causing the service issues experienced.
  
  We can confirm that the service was canceled today, January 10th. Due to the issues experienced, we have provided one month of service credit, waived two late fees and one reconnection fee.
  
  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 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

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a payment arrangement with their online services on December 22nd to come out of my bank on December 30th. They shut off my services on December 27th and I had to call and make a payment of $190.00 to have my services returned. That payment cleared my bank on the 27th. The payment arrangement that was set up for the $190.00 for December 30th was not canceled on their end and still came from my bank account. They now will not refund that payment or cancel the extra payment without a letter from my bank stating that the bank cannot cancel it. This is not how a refund works. They have taken a second unauthorized payment from my bank account. They have overdrawn my back account now an additional $30 for the additional payment equaling a total of $210 for a payment I did not authorize them to make a second time.

  

  Business Response

  Date: 01/09/2023

  January 9th, 2022
  *******************************
  5820 *************,
  *********, ** 62563
  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:
  
  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.
  
  I attempted to reach you by phone to discuss this further, however I was unable to reach you.
  After reviewing the account and billing, our records indicate that a future dated payment was set up on December 20th, 2022, for December 30th,2022. This future dated payment was canceled on December 22, however a second future dated payment was set up later that same day for December 30th again. Later that same day, a one-time payment was made through our automated phone system for $190.00.  The second future dated payment that was scheduled was not canceled however, so it drafted on December 30th.
  
  Per your request, we have begun the process to mail back the payment for $190.00 to the mailing address we have on file. The expected timeframe for it to be received is within 2-3 weeks.
  
  We have waived two reconnection fees that have been charged to your account.
  
  If you have any questions or concerns, please feel free to reach out to me and I will be happy to assist you!
  
  We sincerely hope that this provides clarification to your concerns. Thank you for your time and patience in this matter.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:12/31/2022

  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.

  I had filed a complaint prior about Rise Broadband and their services. I was asked to pay $147 prior to get services started to where they had a technician come out in September ******************* know the services couldnt be installed after all because he couldnt see the towers from my home. I was notified I should be getting a refund. No refund was ever initiated. I then left a complaint with BBB to where they replied AND contacted me regarding this refund and said I would be receiving a check within two to three weeks. It is now the end of December going into the New Year and Ive yet to receive the refund they supposedly initiated. This business has stole my money with no intentions or regards to make it right.

  

  Business Response

  Date: 01/06/2023

  January 6th, 2022
  *************************
  1434 *********,
  Pueblo, ** 81001
  Attention: *************************
  Phone: **************
  
  RE:  BBB ******** Refund
  
  Dear *************************,
  
  Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
  
  After working with our ***************** team, Rise Broadband received a banking chargeback request on 12/5 for $147.00 for the payment that was made on September 20th, 2022. We accepted the charge back so the funds would return to your bank and voided check ****** that was mailed out on November 4th, 2022.
  
  We sincerely hope that this provides clarification to your concerns. Thank you for your time and patience in this matter.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:12/26/2022

  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 made a payment on 12-16-22 for *****. **** was for *****, if you don't pay before the 17th of the month, they add ***** to your bill. So, I do that, using my bank debit card, like I did last month. Using, the one I always use to pay they're bill. It went through it said and gave me a tracking number. *******. Then it comes up and says there's an error. Says not authorized. So, thinking there's a bad connection I do it again. Same thing happens. So, I send e-mail to them. No reply. Then I call them 12-19-22. on phone for an hour mostly on hold, 1st person a tech person, says can't do anything, sends me to sales, who is also a tech person, says same thing. nothing gets fixed, so said I'd find service elsewhere. 12-27-22, trying to cancel my subscription. 2 1/2 hours on ignore, no one answering any of their numbers. No luck canceling. Sending a second email, to cancel. I will not pay them more than the original ***** that I had tried to send them on the 16th and up to Dec 27 when I will be having a new service being installed. These guys are inconsistent, obviously. This has happened before, and they made it right. This time they are just blaming it on my bank. Who said they have seen nothing of a request of funds in that amount, or any other amount. I want my subscription discontinued as of 12-27-22, and my bill credited the ***** late fee, and no other charges past 12-27-22. Which should be no more than 20.00-30.00. It is pretty obvious the business is going bust. They supposedly have a chat to customer service, or they show they do, but they don't. Only people answering phone are tech support, why is that??

  

  Business Response

  Date: 01/06/2023

  January 6th, 2022
  ***************************
  452 County Road Q,
  Northbend, ** 68649
  Attention: ***************************
  Phone: **************
  
  RE:  BBB ******** Billing Dispute and 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:
  
  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.
  
  I attempted to reach you by phone to discuss this further, however I was unable to reach you.
  After reviewing the account and billing, our records indicate that the most recent payment that we received was for $100.00 on November 16th, 2022. If you would like to provide proof of payment from your bank regarding the payment that was made on December 16th, please send it to ************************************* and we will be happy to research the payment!
  
  Per your request, we have canceled the service of your Rise Broadband account ending in ****, effective December 27th, 2022 and waived the $20.00 late fee. Due to the inconvenience caused by being unable to reach a represantive to discuss the cancelation of the service, we have also waived the remaining balance on your account.
  
  We sincerely hope that this provides clarification to your concerns. Thank you for your time and patience in this matter.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:11/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on foodstamps and disability. I have the *** program. Affordable Connectivity Program for my internet with Rise Broadband. For many months they would not use my *** and I had to pay full price. I got it straightened out and they relieved me of my bill for 4 months to compensate. Now that I have gladly begun to pay my bill again. It is messing up again. I am supposed to be paying eleven dollars and some change. Well last month was the first month to pay and it was NOT $11. It was almost $13. Now now next month they are making me pay almost $16. My bill IS enrolled in paperless and auto pay. So it should only be eleven dollars and some change. I need help. I am alone and disabled. I can't continue fighting these folks. I draw only ******* a month. I need help reining in Rise. They are doing this to more than just me I am. sure. I need to know how much I am paying every month. My services haven't changed at all in 2 years . Slow . My case # ******* if that is correct. A lady in " vip support " gave me a bogus email address in case this happens. ******************* Please....help!

  

  Business Response

  Date: 11/29/2022

  November 28th, 2022
  ************************************************************************************************ 89048
  Phone: **************
  
  RE:  BBB ******** *************** 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 and apologize for any misinformation that *** have been provided by our agents.
  
  As we discussed yesterday over the phone, while on the *** discount, signed up for paperless billing and receiving the $5.00 discount for being on automatic payments, you should expect to pay $15.11 per month, including taxes and fees.
  
  Due to the inconvenience and for any misinformation that *** have been provided by our agents, we have provided a credit to your Rise Broadband account ending in ****.
  
  If you have any questions or concerns, please feel free to reach out to me at this email address and I will be happy to assist you!
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com

• Initial Complaint

  Date:11/12/2022

  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.

  Takes two weeks to fix your internet service when its down and expect you to pay for what you dont use. Call center is un trained.

  

  Business Response

  Date: 11/16/2022

  November 16th, 2022
  *******************
  2674 Georgia Ave,
  ****, ** 89801
  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:
  
  We are sorry to hear about the ongoing service issues experienced. 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 the provided in your complaint, unfortunately we were unable to locate an account that matches the name, phone number or address provided with an Account with Rise Broadband. Please reach out to me directly at the email address ************************************* with any of the following information; the name on the account, the primary phone number on file or the account number for your ****************** service and I will be more than happy to assist you!
  
  If you have any questions or concerns, please feel free to reach out to me directly at this email address and I will be happy to assist you!
  
  Thank you very much for your time and patience in this matter, I look forward to working with you.
  
  Best regards,
  
  **************
  Executive Services | Rise Broadband
  Phone: 844-411-RISE
  *************************************
  www.risebroadband.com