Complaints
This profile includes complaints for Rise Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 101 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/05/2022
Type: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.
Monthly billing they have guaranteed me *****mbps of internet speed I pay 40 dollars a month and I receive anywhere from 10 mbps to .8 mbps had a technician visit my home who informed me the tower they have me on it only made for ***** families they have over 50 iv asked to fix the problem but everyone wants to beat around the **** and not resolve it iv even explained to their technical support over the phone what their ground technician said and they always have an excuse and never a solution I call an average 4 times a week and nothing has happened its been on going for 2 months
Business Response
Date: 11/11/2022
November 11th, 2022
***************************
439 ***************,
*****, ** 61756
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:
After working with our **************** and ***** Project Manager for your area, we expect to have our ************* installed and working by the end of December of this year. Once this has been completed, we will be switching you over to our ************* which will resolve the slow speeds experienced. I would like to sincerely apologize for both the service issues experienced as well as the delay in our *************s being completed in the area.
Due to the issues experienced, I have provided one month of service credit to your Rise Broadband account ending in ****, in addition to the month of credit provided earlier this week and a $30.00 discount over 3 months.
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.comInitial Complaint
Date:10/26/2022
Type: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 Monday October 24th I contacted Rise broadband in order to get internet set up at my home. The technician came out and started looking for the tower he needed. On this day it was raining and he was not looking in the direction where any towers are. The technician says h*** be out the next day with someone else to help find the tower. October 25th no one comes and we found out that the technician said there was no line of site due to trees. I call the company and they say that they cannot come back out due to their technicians having the final say. From my front porch alone I can count 8 different service towers. The technician said the tower he was looking for is about 4-5 miles from my house. There are at least 5 towers within that distance that I can see from my porch. I do not believe the technician was looking in the right area and I believe he lied so that he wouldnt have to come back out and fix his mistake. Rise broadband is the only affordable option for my house that would enable my household to do what we need to do. No other companys service my house.Business Response
Date: 11/04/2022
November ****************************************
1244 ***************************** 74330
Phone: **************
RE: BBB ******** Failed Installation
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 Field Leadership team, we are happy to see about scheduling an appointment to have a Technician come out to verify if we can provide services to the requested address. I attempted to reach out to you by phone but was unable to reach you and apologize for any inconvenience that this may have caused.
I will continue to reach out to you to see about scheduling an installation appointment, however if you would like you can also contact me back at the 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.comInitial Complaint
Date:10/24/2022
Type: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.
Been with the Rise Broadband company for years because of lack of availablity of another. Recently found new internet company. First call made to cancel was Sept. 26th. Was talking to customer service and giving my reasons for wanting to cancel my service. Phone call was interrupted on their end with a survey which I did and then the phone call was abruptly ended on their end. I assumed my service was cancelled. I got a text on my phone that my credit card was charged on Oct 1st for another month for $114.69. I tried calling Rise on the 1st and the 2nd but was met with a recording to call on Monday the third. I called on the 3rd and explained that I had called to cancel on the 26th only to find they had not cancelled. This service rep asked if they had called me back and I said no. So he made sure it was cancelled. The charge is still on my account. Called Rise today the 24th to see if I would be refunded my $114.69. They said no, it was not their policy since I did not actually cancel until Oct 3rd. I opened a dispute with my Discover credit card company but they were not sure I could get my money back. Rise should have notes or recordings of customer service calls but they were not willing to budge on their end.Business Response
Date: 10/27/2022
October 27, 2022
*********************
12343 ********,
******, ** 5061
Phone: **************
RE: BBB ******** Final Balance Dispute
Dear *********************,
Thank you for contacting us through the Better Business Bureau. After reviewing the account details, we would like to share the following:
After reviewing the account, Rise Broadband shows that we were contacted on September 26th to see about canceling services, however when the agent attempted to transfer you to our department that cancels service was not reached and so the account was not canceled.
For having been a long-time valued Rise Broadband customer, we have agreed to credit back the services for the September to *************** cycle and any credit balance will be refunded to the mailing address on file.
We sincerely hope this response provides clarification regarding your concerns and thank you for having been a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:10/23/2022
Type: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 contacted Rise Broadband as a new customer for internet installation on September 19, 2022. They told me the total charges of the first month's bill on top of installation. They asked if I would like to pay for services up front or when the technician arrived on September 22, 2022. I paid for the services online on September 20, 2022 before the technician had arrived. The Technician arrived the next day to inform me, unfortunately internet service would not be able to be installed because my home was too far from the internet tower in my location. I informed him I had already paid to which he said I should be refunded. I called **************** just in case, informed them services were not installed, asked when I would be receiving a refund back at least. They told me I would receive my refund of $147 for the service/installation within a week. It's been well past a week and I never received a refund over a month later. I had to dispute charges with my bank in hopes I would get my money back that way. It's disappointing because they should let you know whether services can be installed in your area without requiring payment.Business Response
Date: 10/25/2022
October 25, 2022
*************************
1434 *********,
******, ** 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:
I am very sorry to hear about the payment of $147.00 that was made on September 20th, 2022 and sincerely apologize for any inconvenience this may have caused.
After working with our Corporate Billing team, we have expedited the refund process to have a check mailed to you for the full payment to your mailing address on file. The typical timeframe for the refund to be received is within the next 2-3 weeks.
Thank you for your time and patience in this matter.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:10/22/2022
Type: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.
For months now I have been having much slower Internet speeds (generally 5-16mbps when I check). I had contacted Rise to resolve the issue and the operator on the phone call mentioned 'escalating' my issue. Weeks later, after no resolution or contact, I spoke to another operator who mentioned that my previous case was closed. After going through the same 'diagnostic steps' as the first operator, still no resolution and no technician has come to the property to test their equipment. This is completely unacceptable to continue charging more per month for decreasing speed. This highly affects our work from home.Business Response
Date: 10/27/2022
October 27, 2022
*************************
407 ********* St E,
*******, ** 75452
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:
After working with our Field Leadership Network Engineering teams, we have made some changes and are now showing speeds above the service plan. I attempted to reach out to you to confirm the improvement of the service but was unable to reach you.
Due to the service issues experienced, we have provided one month of service credit to your Rise Broadband account ending in ****, as well as waived a recent late fee.
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.comInitial Complaint
Date:10/19/2022
Type: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 have rise broadband and I work from home so I have to have internet and it always goes down so I am loosing money all the time and they will not do anything about itBusiness Response
Date: 10/25/2022
October 25, 2022
***********************
1538 *********************,
**************, ** 84005
Attention: ***********************
Phone: **************
RE: BBB ******** Credit Adjustment Requst
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, Rise Broadband has provided 10 weeks of service credit to your Rise Broadband account ending in ****, as well as waived one late fee.
Thank you for your time and patience in this matter, as we as for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comInitial Complaint
Date:10/18/2022
Type: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.
Called in on 10/10 to get internet service established at an address in *****, **. I was told I could not get that service because the previous owners needed to call in and cancel their service. There are no previous owners at this address, so I inquired what else I could do to which I was told I needed to provide the deed so we ended the call there with no resolution or service. On 10/11 at 6:56 pm CST, I received an email stating that I had completed a service request to be done at ****************************. in ************************************ for the account # ****************. Problem is, I did not establish an account, nor did I select the services listed in this request, and I have also never set foot in *****. I called that evening and was informed this had been escalated and that it appeared I had been added as an authorized user on someone elses account. I have called back on 10/12, 10/14, 10/17 and 10/18 and spoken to 10 different reps from technical support/sales/customer support/solutions. I was promised call backs from at least 3 different "supervisors" and still have not received any calls. Each person has told me something different and has said they would "cancel" the service request and "escalate" to find out what happened. I still have no answers, an account number associated with my name/email/phone # and nobody has helped me get these things fixed. Broken promises of call backs, people keep setting up profiles for me and I never authorized any service nor did I schedule any service to be done as I was told I originally could not get service at the address selected. I am very agitated at how many times I have had to call just to be deleted from their system and have any info relating to me, to be deleted. This is concerning and seems to be potential fraud and nobody is taking this serious at all. I will NEVER establish service with this company if this is how customers are treated, being bounced from rep to rep with no urgency for answers or correction.Business Response
Date: 10/21/2022
October 21, 2022
*******************************
4408 *********,
***********, ** 76137
Attention: *******************************
Phone: **************
RE: BBB ******** Address 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 have discussed over the phone, we would like to apologize for confusion that was caused when our sales agent accidently set up an account at a different service address in ***** using your name and contact information. We have confirmed that the job for installation on this account has been canceled and no billing has been created for this account.
I would also like to sincerely apologize for the poor customer service that was experienced when speaking with our agents and the lack of follow up by our Supervisors. If you have any further questions or concerns, please feel free to reach out to me directly and I will be happy to assist you!
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.comInitial Complaint
Date:10/07/2022
Type: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.
Been with Risebroadband for years and in multiple states. Always had great service from them. Came home to no internet service after being gone all day and found no service called and talked with technician and they said would have to set up service call. They are 20 days out before tech can come. There is no way in our world today you can go without internet. 20 days before service tech can come? We will be looking for new internet service. Poor serviceBusiness Response
Date: 10/13/2022
October 13, 2022
*********************
11086 ********,
*********, ** 84337
Attention: *********************
Phone: **************
RE: BBB ******** Technician Appointment Expedite 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 would like to apologize for the initial scheduled appointment for August 26th for a Technician out to work on our equipment to restore services and for any frustration that this has caused. We attempted to reach you on Tuesday several times in order to offer an appointment to have a Technician go out that afternoon but were unable to reach you. The next available appointment is Monday, October 17th between 8 AM and 12 PM, however if any appointments become available prior to this date we will be happy to reach out to offer it to you.
Due to the service issues experienced,we have provided one month of service credit to your Rise Broadband account ending in 9218.
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.comInitial Complaint
Date:09/30/2022
Type: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 currently have RISE Broadband as my ISP in ***********, **. My internet has been out for two days, a major inconvenience for me since I work from home. I called to get my internet troubleshooted, and all the unhelpful techs could tell me is that it is working on their end. Their solution is to send a new router, even though my router is fine. The date that they will send the new router has me missing two more days of work. They are refusing to schedule an appointment for a technician to come out until I have tried the new router and it still doesn't work. All tech appointments are 3-4 weeks out. I CANNOT be without service for 3-4 weeks from October 4th. They have also refused to give me any sort of bill credit or resolution. My RISE account number is ****************.Business Response
Date: 10/06/2022
October 6, 2022
*****************************
928 *********,
Pueblo, ** 81007
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 over the phone, I am glad that after we had a Technician out yesterday, the service issues have been resolved and are working better than ever before.
Due to the service issues experienced, we have provided 1 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 having been a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.comCustomer Answer
Date: 10/06/2022
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. Thank you to ***** for taking care of this matter.
Sincerely,
*****************************Initial Complaint
Date:09/14/2022
Type: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 an error when paying online. I added an extra 1 to the amount resulting in an overpayment of $1000. I called to have the payment cancelled and was told no. I filed a chargeback and was declined. My account currently has a credit of over $900 while my back account is in the negative. Rise broadband will not refund the money. Attached documents show average amount usually paid and the large credit in the Rise account.Business Response
Date: 09/21/2022
September 21, 2022
*****************************
318 County Road 4591,
*****************
Attention:*****************************
Phone: *************
RE: BBB ******** Refund Request
Dear *****************************,
Thank you for contacting us through the Better Business Bureau.We appreciate the opportunity to review your concerns with the service, and 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 discussed over the phone, thank you very much for providing the requested documentation regarding the transaction. Rise has begun the process to mail a refund check in the amount of $9,48.11 to the mailing address we have on file and confirmed with you. Once the check has been mailed, I will be happy to follow up with 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.comCustomer Answer
Date: 09/22/2022
Complaint: 18026203
I am rejecting this response because: A check was never mailed. I will be contacting the attorney general and the local news station.
Business Response
Date: 10/03/2022
October 3rd, 2022
*****************************
318 County Road 4591,
*****************
Attention:*****************************
Phone: *************
RE: BBB ******** Refund Request (Rebuttal)
Dear *****************************,
Thank you for contacting us through the Better Business Bureau.We appreciate the opportunity to review your concerns with the service, and would like to share the following;
As we advised on September 23rd,we mailed check #****** in the amount of $948.11 on September 23rd,2022 to the mailing address on file.
Thank you for your time and patience in this matter, as well as for being a valued Rise Broadband customer.
Best regards,
**************
Executive Services | Rise Broadband
Phone: 844-411-RISE
*************************************
www.risebroadband.com
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