Anonymous
map-marker Springtown, Texas

Oversubscribed sites

I had 15M service in Springtown Texas for a couple Years. The last 6 months it just keeps getting worse.

Now down to less than a 1M download and they raised the price!!! The tech said they continue to sell service on a tower they know has too many customers. I dropped my service to the 5M until I can find a new provider. Although i think will just use my cell for a hot spot.

I get 20m up/down fairly consistent with AT&T cell here. What really gets me is when i signed up they claimed to closely monitor utilization and would stop selling service when utilization filled...That was a flat out lie.

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Cons:
  • Speeds
  • Speed not even close to what was purchased
Reason of review:
Bad quality
Anonymous
map-marker Caddo Mills, Texas

Terrible speed

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I have been with Rise since they bought another company. They are about the 4 company I have had since I signed with Netportusa (the original ). I regularly check my speed (speedof.me) and never get close to 1/3 of advertised speeds. Speeds are regularly too slow to get streaming video and often too slow to get email. Complaints are always answered with the same response " there is a problem and we are working on it." I was even willing to pay to for a new plan that would increase my speed. The technician that came to my home had enough integrity to tell me that the cellular tower had way too many people on it and that I could pay for more service but I was not going to improve my speed. My only other choice is satellite and despite the negatives I hear about it I am ready to try it. You would think a company would value a 12 year customer.
View full review
Loss:
$2000
Pros:
  • Have techs that try
Cons:
  • Lack of bandwidth
  • Being riped off
  • Spotty connections
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

1 comment
Aurie Ivf

Thank you for taking the time to post your concerns. We value all of our customers and would like to review your account with you. If you could, please send us an email at vipsupport@risebroadband.com.

Anonymous
map-marker Corsicana, Texas

Rise Broadband - No sense of urgency

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My tower has been down going on 4 days. I have called at least 10 times and EVERY time techs tell me they cannot get to the tower and they will have to open a ticket. Rise took over Internet America and I had to fight with them for over a year and a half before service stabilized. At least at Internet America you could see your ticket and knew there was one! RISE apparently has no way of keeping their customers updated on the status of a ticket. Techs try to help but they have no support. One tech told me that they assign tickets based on priority. I asked if a Tower Down was a high priority and he said he did not know how it would be assigned.
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Cons:
  • Customer service
  • Stability issues and below paid for speed
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Aurie Ivf

We apologize for any inconvenience and would like to look further into your account with you. Please send us an email at Vipsupport@risebroadband.com and a representative will contact you directly.

Guest

Rise Broadband Internet Provider: Where we care about our customers payments. We can fix your net issues now if you make a payment, then make it work again for a couple days.

We promise to ask again for another payment. You want that 5 Mgbs to work consistently? Buwahahahahahahaha sucka!

I have an open case with them since November...first tech says maybe we need to come out and check the equipment(no call back on that).

Second tech calls( 1 month later) let's check everything from your router through all internal equipment. Third tech calls (another month later) runs through same tests as last tech.

I call them today, telling this tech all they did and now another bill is due and I'll be cut off again before anything gets fixed. OH and we can send someone out if you pay the past bill for services...you know the 5Mbps service I pay for that has been less the 1M 99% of the time since November!!

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Anneka Hoo
map-marker Mountain View, California

Rise Broadband - Internet Service Review from Mountain View, California

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Updated by user Nov 23, 2015

UK why this review tagged to a CA business. My monthly statement shows Rise Broadband operating from Durant, OK. Online search shows headquarters located in Englewood, CO.

Original review Nov 23, 2015
Pathetic broadband service. Incompetent tech support. Would rate like -5 stars if possible. I've had rise as isp provider since June and about 90% of the time, service barely works. At that time it was called Rhino and was what the previous home owner had and i just transferred the service to my name Unfortunately for us, there is no other provider in the area. Well other than internet by satellite, which is probably going to be my next option. Original installer ran the coax cable directly through the roof! I mean literally, drilled a ½" hole right through the shingles. That will be a substantial insurance claim in the near future! I am subscribed to their 5G service (actually it's the only service, per the technician, that i can get, but customer service claims that a much faster 20G service is available). Regardless, the only time i get even close to 5G download is when the technician is actually here, at my home. I suspect maybe they keep my service throttled back, because any other time and 1.8 to 2.5G is max speed. When tech is here I'm at like 4.8G, then 12 hours later the connection can't even be established or it's at like 2k! And forget about even attempting to do any kind of uploading. The last time i called tech support (back in Oct) the rep killed what little service i had left - leaving me without service for over a week. Then once tech finally made it, he determined that i had no service because the router authentication with tower had been removed. So to summarize: i phone tech support for super slow service and said incompetent tech inadvertently removed any/all access without any idea what he'd just done. Needless to say, now I'm much more hesitant to call upon their tech support for ANYTHING! Completely disgusted/fed up with this company and am escalating the master to the BBB and Federal Trade Commission. Basically out of options. I've had this service for nearly 5 months now and have went at least a full month (combined) without any connection at all. Customer service has always denied allowing me any credit for lack of service - with the 1 exception of this most recent service call... In which i got a $7 credit applied for loosing service for a full week :(
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Reason of review:
Poor customer service
Jotham Qkg
map-marker Salt Lake City, Utah

Rise Broadband - Account Review from Salt Lake City, Utah

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We were told our account was past due. It was paid in full and on auto pay which didn't work. We paid online in full. But they wouldn't turn it back on. We were told our bill would go from $25 a month unlimited to $50 a month with a limit on use. Unless we pay for it that way they won't turn it back on but we were told we are still under contract and have to pay $250 or another 1 1/2 years at what price I don't know because they are breaking their own contract! I need a lawyer or class action. What they are doing is illegal.
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Reason of review:
Problems with payment
1 comment
Aurie Ivf

We apologize for any inconvenience and would like to look further into your account with you. Please send us an email at Vipsupport@risebroadband.com and a representative will contact you directly.

Anonymous
map-marker Linton, Indiana

Satisfied customer

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I operate a law office with a few lawyers and staff. We, and our clients, are dependent on internet connectivity and speed. We experienced a loss of connectivity and, in essence, were non-functioning for a day or so. The technical staff that we contacted included Lisa Ugarte, Gary Christensen, Trevor Wenzel, Jacob Glover, Scott Davis, and Robert Silva. Bobby Spears, in the Linton, Indiana, area was the tech who responded. Each person was professional, knowledgeable, courteous, and expressed a dedication that was beyond that which I customarily expect. Bobby arrived at our office exactly when I was told that he would and, within 10 minutes, we were up and running. I feel confident in his expertise and pleased that he is local and is willing and able to respond! Please place in their personnel files the high ratings that I would give each of them for the manner in which each addressed our problem. Thank you.
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Pros:
  • Installer was very business like and a nice personally
Reason of review:
Good customer service
1 comment
Guest

This post is hilarious. You actually got full names of employees is a dead give away that you are a troll.

There is no way this is a true review. FAIL!!!

Anonymous
map-marker Decatur, Illinois

Bad Service and poor excuses

I had Rise Broadband ever since it was taken over from former Keyon. My local service tech is a whiz and helps where and when ever he can. I experience a lot of down time (20 - 50%) and a lot of less than half of the promised speed. My challenge is - one of the radio towers throws a transmission shadow due to another tower just in the direction, my house stands and for that , speeds are slow or missing when the tower ices over. The second tower is 7+ miles away and so actually too far for reliable service to specifications. Previously I had the option provided to switch between towers as I have two antennas mounted. Since 1/1/16 that is no longer an option. I asked their customer service and sales as well as their tech support and billing department in more than a dozen phone calls to give me the backup connection back but they declined and would do that only if I pay the regular fee of now $42.50 for each. I think it is unethical to make a delivery promise - not meet their specs and ask twice the money to provide a secondary available source, which would still be less than one functional service. Their excuse is, they can not do that due to their accounting rules.
View full review
Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

I was going to get service with them too but now I don't know. I have att and it is so so slow and Comcast kept charging more to my bill so I dropped them but the speed was awesome I just was paying too much for a package.

What would you recommend? I too am in Decatur on the north east side.

Aurie Ivf

We would like to review your account with you in regards to your concerns. Please contact vipsupport@risebroadband.com at your earliest convenience and a representative will get in touch with you directly. Thank you for taking the time to post your feedback, we look forward to hearing from you.

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Anonymous
map-marker La Vernia, Texas

Still No Service in LaVernia,TX

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For the last 4 weeks I have been without internet. Each week I call them and they tell me that a tower is down and they have people working on it, with no estimated time of fixing it. Because I am currently a new customer(4 months) they tell me in order to get out of their contract that I have to pay over $200 because of the installation of their unsightly dish. I am at my limits with this horrible (non) provider. I would highly recommend avoiding them. No cable providers are available out here in the sticks so my options are severely limited. Even when I did have service it was really slow as to which they did not have an acceptable answer other than the trees were blocking the line of sight to the tower. Their customer service while the people are nice, still has no real answers to my problems. So I continue to pay my bill like a good little lemming (which they say they will adjust when service comes back) hoping some day I will have internet.
View full review
Loss:
$150
Cons:
  • Incompetent
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Aurie Ivf

Thank you for your feedback. Please contact vipsupport@risebroadband.com so that we can review your account and go over your concerns together.

Anonymous
map-marker Mount Laurel, New Jersey

Rise Broadband Work Experience Review from Mount Laurel, New Jersey

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I was hired through a temp agency. Training was sub-standard. Spent 92 days on the floor with minimal performance feedback, only to be advised my contract was terminated. Supervisor amber white said she listened to a call where i swore and made negative comments toward rise.she had no record of the call for me or temp agency agency to listen during our interaction today. Temp agency is aerotek. I was at 92 days and met 90 day employment requirement and got no feedback before this. This is a company that fails to meet standards of customer service and human resources in every way. I am glad i was not chosen for a permanent job. I will support verizon and xfinity forever
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Columbus, Indiana

Rise Broadband Internet Service Review

This company's Internet service and customer service is horrible. Nothing but problems
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Reason of review:
Bad quality
Anonymous
map-marker Rockford, Illinois

Rise Broadband - Internet Service Review from Rockford, Illinois

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Use to have t6 broadband they were great ran on 5 gigs no problems. T6 sold to Rise they sent me a bill for 120 for using there service made me sign a 2/ year contract then my service went to 10 gigs because nothing would run at 5 anymore now at 10 gigs can't even use my tv when I ask the tech same one that was with t6 he said the transponder was over sold and throttled I would never get any better than 3 gigs and would be dropping out all the time!!!! He Wright he has quite but we are stuck with this ripoff company.they have done this all over the country Can anyone help with class action suit
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Reason of review:
Bad quality
1 comment
Aurie Ivf

Thank you for taking the time to post your concerns. We value all of our customers and would like to review your account with you. If you could, please send us an email at vipsupport@risebroadband.com.

Madhav Zrd
map-marker Rantoul, Illinois

This company is a rip off

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On September 4th 2013 I signed up for internet service with a company named T-6. They offered free installation up to 10 mb speeds and no limits on downloads for a cost of 46.00 per month. In May of 2015 I started getting notices that Rise Boradband was now my internet provider and things were going to get better.....they didn't they got worse! The first thing they did after my 2 year contract was up with T-6 was to cut my speeds in half and limit me to 150 gb worth of downloads and changed my payment to 42.95 a month with a new fee for equipment rental so now I am paying 50.00 a month for half of what I used to have with T-6. I will be looking for a new service.
View full review
Cons:
  • Being riped off
Reason of review:
Not as described/ advertised

Preferred solution: Give me back what I had!

1 comment
Guest

I agree This Rise is a ripoff I will be looking for a new provider also!

Ivalee Ego
map-marker Carl Junction, Missouri

Internet America to Rise broadband bad service

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We just recently had our internet switched to Rise broadband after they bought out Internet America. Very first day....just right after the tech left, our internet started losing connection, and regaining all on its own.

When we had internet america it worked great! The customer service was also great. Upon contacting Rise broadband I told them I had already cycled my modem and router, and also restored my router to factory settings! (I'm typing this as I sit patiently waiting for their horrible music to stop playing and answer my call....going on 10 minutes now).

No tests were completed, I was just told that "the person" to take care of my problem wouldn't be in for another hour, and they would contact me today, (11/4/2015) or at the latest, tomorrow in the evening (he specifically said, around dinner time)....ya I want you all calling me while I am eating. Heh. Very unsatisfied customer! Called back approximately an hour later in hopes of ACTUAL Assistance: Call update: Got texas customer service again....yay, now I get to sit on hold and wait for someone in my area.....they finally answer....and tell me they have to get someone else to handle my account, due to not knowing how to fix it for me.....20 minutes later Im off hold again....only to hear that they spoke with the installer Shannon Wallace....of whom installed our new equipment....Shannon said he would come out and try to find a better "sweet spot".

This service tech actually admitted that the old system we were on was better than what we are set up with now....due to tree lines etc etc.....upon telling customer service this they informed me that was correct....but they offer HIGHER speeds....I would rather a steady reliable connection than spotty connections.....going to submit this before I lose connection yet again. DO NOT SIGN UP WITH RISE BROADBAND THEY ARE HORRIBLE FOR SERVICE.......................

View full review
Loss:
$50
Cons:
  • Customer service
  • Unreliable tech support
  • Spotty connections
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

1 comment
Guest

As a person that was a technical supervisor at Internet America, I can tell you for a fact that 75% of the time restarting the router and power cycling the POE (The black brick that's about the size of a deck of cards with a blue or green light on it) usually fixes the connection issue. If that doesn't work, it's a line of sight issue or that the tower they put you on doesn't have enough bandwidth to support you and the other customers in your area.

Usually, that only happens during peek hour usage around the time that people get off work.

In rare instances, it is a network issue with interference in the area. Other wireless internet competitors and businesses can cause the signal to drop if they use the same frequency that Rise Broadband uses. Unfortunately, technical support wouldn't know how to fix that as they can only troubleshoot at the customer level.

Now there are other radios that could fix the problem. LTE, and 3.65 come to mind but that would be super expensive to the company since they would have to deploy it on you and all the customers in your area.

I'd say there are about 4 access points to a tower holding about 50 customers each. Splitting that workload between 2 or 3 field technicians each doing the max of 3 jobs per day and configuring everyone would take at least 2 months.

Milam Kqc
map-marker Lubbock, Texas

Rise Broadband - Internet Service Review from Lubbock, Texas

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Have had Rise since late June and continue to have bad service, spotty service and no service. I call several times a week and get the run around.

Tech support tells me it's my equipment and schedules to send out a tech, I take the day off of work, and the tech comes and tells me it's the tower. Did this for almost four months with no results. So I was told I could be moved to another tower. Scheduled an appointment and the tech shows up only to tell me there isn't a line of sight.

I spend 400+ dollars on a point to point system so I can be moved. After spending a large amount of money just to have internet, the new tower I was moved to also doesn't work. Instead of having extremely slow Upload and sometimes slow Download speeds the service goes in and out like a heartbeat(more off than it is on.). I've had techs and customer support tell me they are going to call me back and never call.

I've had absolutely nothing but trouble since I switched to Rise. I also have screenshots of hundreds of speed tests. Some good some really bad(when I had internet to test).

I wouldn't recommend this ISP to anyone.

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Reason of review:
Bad quality
Anonymous
map-marker Salt Lake City, Utah

Worst Since Dialup

Even Dial up Internet is faster then this garbage. Trust me, if you own a company in the Salt Lake City Utah area market, DO NOT USE THIS COMPANY! Everything from lousy internet speeds to dropped VOip calls. No matter how many times they come out to fix the problem, it gets worse by the day. We have a business to run, unlike this company and we don't have time to play games. Even AOL dial up is faster then this garbage. What a joke of a company!
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Reason of review:
Bad quality
1 comment
Aurie Ivf

We apologize for the technical issues you are having. We have tech support available to call at 844-411-7473 who are very happy to help assist you with any issues you are having.

We'd love to hear from you and try to get these problems resolved. Thank you.

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