ComplaintsforRise Broadband

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my house and called Rise about closing my account. They asked for the closing date and confirmed the internet service will be cancelled per the closing date and that I will be getting a pro-rated refund.The last bill ($98.85) I was charged was for service from 8/22/24 to 9/21/24. The closing date was 8/29/24. The pro-rated refund should have been ~$80. I just called Rise Broadband today (10/9/24) and they told me there was a mistake on their side with the refund calculation and they are not able to fix it and I will not get the promised refund.Very bad customer service and broken promise and simply stiffing their customers for services not received!

  

  Business response

  10/11/2024

  10/11/2024
  Mark Allen
  248 Puma Place,
  Fairplay, CO 80440
  Attention: Mark Allenspach
  Phone: (719) 297-1524
  
  RE:  BBB Case #22402628 – Brief description of issue (ex: Service Issues)
  
  Dear Mark Allen,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  As we discussed over the phone, I have provided a credit of $87.07 to your account to prorate the service from when it was canceled to the end of the cycle, as our agent promised when canceling the service on August 27th.  I have started the process to have the balance refunded to the updated mailing address on file.
  
  Thank you for your time and patience in this matter.
  
  Best Regards,
  
  David Renshaw
  Rise Broadband
  Executive Services
  VIPSupport@RiseBroadband.com

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Rise Broadband due to an unsatisfactory experience with their customer service department and billing process. I have been a loyal customer of ****************** for several years, living in a rural area where their service has been invaluable. I even campaigned and encouraged many of my neighbors and friends in the surrounding areas to switch to Rise Broadband because I was pleased with the service.Unfortunately, my service was interrupted after Hurricane *****, and I was unable to have it restored in a timely manner, a situation completely out of my control. As a result, I had to switch to another provider temporarily to maintain connectivity. I am disabled and live on a fixed income, and Rise Broadband had previously been very accommodating by offering me a plan at $40 per month. This was an arrangement that helped me tremendously, and I hoped to continue with the same plan after my service was restored.On October 1, 2024, at approximately 12:00 PM, I called Rise Broadband to explain my situation and request the continuation of the same plan. I spoke with a customer service representative named ****, who initially listened to my concerns. When I requested to speak with a supervisor to explain my unique circumstances, he informed me that the supervisor, ******** *., texted him saying she would give me the same answer as he did without even speaking to me. This lack of personal attention and dismissive approach left me feeling ignored and *************** someone who has contributed to Rise Broadband's growth in my area and has been a reliable customer, I expected a more compassionate and understanding response. I am requesting that Rise Broadband reconsider my situation and allow me to continue with the $40 per month plan that I had prior to the hurricane. This accommodation was previously offered to me, and I am hoping they can recognize the extenuating circumstances and work with me once again.

  

  Business response

  10/07/2024

  Dear ******* ******,
  
  Thank you for reaching out to us through the BBB. After reviewing your account, we would like to share the following information:
  
  As we discussed during our phone conversation, we completely understand your concerns about your monthly bill and sincerely apologize for any frustration you experienced when speaking with one of our agents.
  
  Upon reviewing your plan details, we can confirm that you are currently on our 50 Mbps unlimited data plan for $45 per month (excluding taxes and fees). This is currently the most affordable plan offered by Rise Broadband, with a standard price of $60 per month, not including taxes and fees.
  
  Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.

  Customer response

  10/07/2024

   
  Complaint: 22367845
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******* **

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The last two weeks of May 2023 the service provided by Rise Broadband became very spotty at best. My daughter who is taking a masters class online was un able to log on to her class twice during the week of May27-June. She called the company waited hours no answer. She opted twice for the option to have them call her back. Never called. I went online to cancel service june 3rd. I searched for over an hour..no options to cancel service. I called twice on hold for over an hour. Asked them to call me back. no call. finally sent a email cancelling my service. June 6th i changed services to infinity. a few days later Rise called left a message saying I cant cancel service by email. they now say that I have equipment from them. I do not have any rise equipment but my own router. They continue to bill and send overdue emails. I respond to every one saying I have canceled my service. I find it very ironic that for two weeks when I am having problems I can get hold of no one. After I send email to cancel the respond right away saying I cant cancel by email.

  

  Business response

  08/30/2024

  Dear **************,
  
  Thank you for bringing your recent experience with Rise Broadband to our attention. We sincerely apologize for the inconvenience and frustration you encountered.
  
  We have reviewed your account and have made the necessary adjustments to your billing to reflect only the services you used. As discussed over the phone, we also acknowledge that all Rise equipment has been removed from your property.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly.
  
  Thank you for choosing Rise Broadband.
  
   Best,
  ***************************
  Executive Services
  
  *******************
  ********, *** 80537
  
  
  E: *************************************  
  
  
  
  

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My monthly rate doubled without proper notification. Would like this resolved.

  

  Business response

  08/21/2024

  8/21/2024
  Customer Name: *******************************
  Attention: *******************************
  
  RE:  FCC Case #******** Pricing Increase
  
  Dear *******************************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, we would like to share the following:
  
  After reviewing your account, we wanted to confirm that, as discussed over the phone with one of our agents, the promotional pricing on your plan expired, which led to the price increase.However, on August 16th, one of our agents assisted you in switching to a more affordable plan.
  We appreciate your continued support as a valued Rise Broadband customer!
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services

  Customer response

  08/21/2024

   
  Complaint: 22146551
  
  I am rejecting this response because:
  Company did not address why I was not contacted by email, text or mail of this event. I spoke with a representative who helped me adjust my account. She was helpful but until company concedes that they were negligent in not contacting me prior to the increase is what I would expect any company doing business would do. This was the first for me. I can see why elderly individuals get upset and frustrated.
  Sincerely,
  
  *******************************

  

  Business response

  08/30/2024

  8/19/2024
  Customer Name: *******************************
  Attention: *******************************
  
  RE:  FCC Case #******** Pricing Increase (Rebuttal)
  
  Dear *******************************,
  
  We sincerely apologize for the recent experience you had with the roll-off of your promotional pricing. We understand how frustrating it can be to see unexpected changes in your billing, especially without prior explicit notice.
  
  We strive to transparent and timely communication, and we regret that we fell short in this instance. Your feedback is incredibly valuable to us, and we are currently reviewing our customer communication processes to ensure that such issues do not occur in the future.
  
  We want you to know that your satisfaction is our top priority, and we are committed to making improvements to better serve you and all our customers. We appreciate your understanding and patience as we work on these enhancements.
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 7, 2024 I disconnected service with Rise Broadband. On July ******* the monthly bill was paid in the amount of $64.64. I was told that there would not be any refund on the payment that was made because it is their policy. How can there not be a refund on services not rendered? I would like a refund on the service that I did not receive from this business. Regards, *****************************

  

  Business response

  08/21/2024

  Dear *****************************,
  
  Thank you for contacting us through the BBB. I apologize once again for any inconvenience this issue may have caused.
  
  As we discussed over the phone, your refund is currently processing and should be dispatched for mailing within the next few business days.
  
  Please let me know if you have any further questions or would like to schedule another call to discuss!
  
  Best,
  
  
  Best,
  ***************************
  Executive Services
  
  619 SW 14th St
  ********, *** 80537
  
  
  E: *************************************  
  
  
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rise is an ISP. The internet has been down the last three nights and counting. It is down for hours and eventually comes back. It is not my equipment. You cant reach them by phone. Hold times over 30 minutes. Which they state. They do not post any automated messages acknowledging they are down, that theyre working on it, etc. Absolutely horrendous service. We are rural and stuck with this service for now.

  

  Business response

  08/15/2024

  Dear *****************************,
  
  Thank you for contacting us through the BBB. I would like to apologize for any inconvenience this issue may have caused.
  
  Regarding the recent outages, I have examined the network issues recorded and these have been resolved. Upon reviewing your connection after the issues were resolved, our technical department found your connection stable and improved. A one-month credit has been applied to your billing in compensation.
  
  When needed, a status message system notifies customers of outages when they call ******************. Because Rise Broadband is continuously seeing opportunities to improve our customers experience, we are exploring other methods to inform customers of outages.
  
  We hope that our response to your complaints and the credits we have applied to your account will allow us to put this matter behind us. We value you as a customer and if you have any future concerns, please contact out ****************** team.
  
  Thank you for being a valued Rise Broadband customer!
  
  Best,
  ***************************
  ******************
  
  **********************>********, *** 80537
  
  
  E: *************************************  
  
  
  
  
  

  Customer response

  08/15/2024

   
  Complaint: 22109966
  
  I am rejecting this response because:

  
  Dear ***************************,
  
  I greatly appreciate your ongoing replies, both thru the BBB and in your email to me. Since we first communicated there was an additional Internet outage of a perhaps 2-3 hours, so I know that Rise did provide a recorded phone message outage acknowledgement when I called tech support. Service has been stable since then I believe. Im glad to hear youre exploring other methods to inform customers of outages. And I appreciate the one-month credit, thank you. 
  
  Before we close this out, in my email to you I had asked if being a Rise customer means there is a minimal service level agreement with Rise, at least internally to Rise, for factors such as speed and uptime, and you said you would research that. If there is no SLA, or not one shared with customers, perhaps thats something Rise would consider? That might help customers and Rise to share the same service expectations. 
  
  Thank you for your responsiveness.
  
  Best, 
  **********************;

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have requested a copy of my paper statement for the last 6 months, calling monthly for my bill. The business says that it is taken care of and wait for the next month to send out a hard copy( me agreeing to pay the extra fee). *** made 6 phone calls over the past 6 months and still have not received a hard copy of my bill. I dont use online billing so this has been very frustrating. I asked the customer service rep today if itd be possible to have someone in accounting look at this issue and was told no.

  

  Business response

  08/09/2024

  Dear *****************************,
  
  Thank you for contacting us through the BBB. After reviewing the account details, first I want to apologize for any inconvenience this issue may have caused.
  
  I have reviewed your account with billing leadership to ensure your paper statements have been enrolled correctly. Now with the paper statements applied, your monthly balance has been updated to $57.05 per month.This should be visible on your next monthly statement. Please let me know if you have any further questions or would like to schedule a call.
  
  Thank you for being a valued Rise Broadband customer!

  Best,
  ***************************
  Executive **************************************************** 80537
  
  
  E: *************************************  
  
  
  
  

  Customer response

  08/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to get ahold of a supervisor and they have not called me back about the refund they are refusing to give me. I talked to the customer service stated multiple times I wanted a refund due to the fact I work on my computer at night and I have not had internet access for approximately 12 days out of the month of July which is unacceptable no explanations as to why. The business does not care about its customer service as I cannot call them after 9:00 pm and that's when the service is interrupted all night till about 5 in the morning. As discussed I wanted my money back but the customer service told me they closed my account to fast and could not give me a refund.

  

  Business response

  07/31/2024

  7/31/2024
  Customer Name: *******************************
  Attention: *******************************
  
  RE:  FCC Case #******** Refund Request
  
  Dear *******************************,
  
  Thank you for contacting us through the BBB. After reviewing the account details,we would like to share the following:
  
  As we discussed over the phone, I am sorry to hear about the recent outages experienced and that credits were not provided for these issues. Rise Broadband makes every effort to provide a reliable, quality service and this standard was not met.
  
  Due to the service issues and the poor interaction with one of our agents, we will refund one month of service. This will be mailed to the mailing address on file.
  
  Thank you for being a valued Rise Broadband customer!
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services

  Customer response

  08/13/2024

  Well I accept the response to fix the issue as they are refunding the money due to the fact they did not provide service for over half the month when I needed it. But as stated I have yet to receive anything from the business and I have done my part In sending their equipment back promptly and I'm not being treated the same

  

  Business response

  08/21/2024

  8/21/2024
  Customer Name: *******************************
  Attention: *******************************
  
  RE:  BBB Case #******** Refund Request (Rebuttal)
  
  Dear *******************************,
  
  As we discussed over the phone, the refund is in process to be refunded and you should expect to receive it within the next 2-3 weeks. I have provided my email address so you can reach out to me directly with any further questions or concerns!
  
  Thank you for your time and understanding in this matter.
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Firstly, we previously had a different provider that was doing just fine. We never had any problems or issues. However, a rise broadband salesman (had their company shirt on) came to our door and made promises. He told us that the install would be free, the equipment would be free, and our first month would be free. The price per month was also lower than what we were paying. We decided to switch because we were promised faster speeds as well. Our previous providers price was about $35-40 more, but I would have rather paid more for a service that did not have so many issues compared to rise broadband. When the person came to install, they asked for payment up front and we had to pay them. First red flag. I refuse to pay them, so they left and scheduled another appointment date. When they came back they said that we could pay through the website. So we did that instead, needless to say we did not get the first month free like promised. Second red flag. After having the service for a month we began to have several outages, and the internet speed is significantly slower than what we are paying for. It's also slower than are previous provider. To my understanding the installers are sometimes third party contractors. They left the lines all over our yard. Someone came back a week later who might also be a third party contractor to bury them in our yard. Third red flag. We have now had rise broadband fiber internet for close to 7 months since December 2023. We have consistent outages that can last for hours, overnight, or the entire day. This is a huge inconvenience since we do work from home and we also homeschool. We pay a full price for a service that we are not getting full satisfactory for. The customer service is not that great since we don't even get discounted for the days that we do not have service. Be aware, especially if you rely on Internet for work or schooling. You will definitely have to figure out a way to compensate for the days that there are outages.

  

  Business response

  07/26/2024

  7/26/2024
  Customer Name: *********************************
  Attention: *******************************
  
  RE:  FCC Case #******** Connectivity Issues
  
  Dear *******************************,
  
  Thank you for contacting us through the BBB. As we discussed over a call, we identified several outages in your area over recent months. We know outages are an inconvenience and frustrating. We want to assure you that our teams are working to improve the stability of our network to meet our high expectations to provide a reliable, quality service.
  
  During our call you also expressed concerns regarding slow speeds but after some additional speed testing the issue appears to be resolved. If you experience slow speeds in the future, please call our technical support teams to evaluate your connection. We are available to help!
  
  We apologize your experience as a new Rise customer has been difficult and frustrating. We value your feedback, and we are dedicated to improving your experience.
  
  A two-month credit has been applied to your account because of the service issues and poor customer experience. The adjustment will reflect on your next statement.
  
  Thank you for being a valued Rise customer!
  
  Best regards,
  
  *************************
  Rise Broadband
  Executive Services
  

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Rise Broadband customer for over 6 months. At first the fiber internet worked great but now it is always down and I work from home remotely and it is very hard to do my job when your internet service is down. Lately it has been down every day to every few days this just isnt great customer service and something needs to be done with the situation.

  

  Business response

  07/26/2024

  Dear *****************************,
  
  Thank you for contacting us through the BBB. We attempted to contact you by phone to discuss your concerns but were unable to reach you.
  
  We identified several outages in your area over recent months. We want to assure you that our teams are working to improve the stability of our network to meet our high expectations to provide a reliable, quality service.
  
  We have applied a one-month credit due to the service interruption. The adjustment will reflect on your next statement.
  
  Thank you for being a valued Rise customer!
  
  Best regards, 

  *************************
  Rise Broadband
  Executive Services
  

*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. ↩