Rise Broadband

I am so sick of dealing this internet service provider. Any time there is an issue with service it is absolutely the most frustrating and drawn out process.

I just called back on an issue with an existing case number and had to stay with Tier One service reliving the first call on the issue that lasted about 2 hours. Only for him to put me on hold for a long time, come back with a tier 2 servicer who I couldnt speak to directly and basically he asked me to start over through a relay with the Tier 1 guy.

How can a business think this is good customer service? Im stuck with them though as I live in the mountains and there arent a lot of options.

We have been a customer since around 2015-16. I called in today to set up a new email address on my broadband acct.

apparently no one has heard of this! I started with cust svc, he told me, he would have to call me back to transfer me to the correct dept ?! That dept said no, not them, with no notice Im transferred again! So I tried tech support for email, nope he said I need sales ?!

He nicely worked with that dept while I was on hold. Everything was supposed to be done and ready to go, I got a temp password. We hung up, my first mistake. I tried to login I get an error message incorrect email or password.

I call back, Im told I need to give it 2 hrs! Ive now been trying to do this for 3 hrs now unbelievable!!!!! A internet providers cust svc people that dont know what it means to want to set up a email address and no dept apparently does this!!! I have never experienced this, I have talked to the tech support dept and had techs at our home and they have been great but these other depts WOW plus they all acted like they didnt even want to help, just wanted off the phone.

They are going to cause people to switch providers!! Im thinking its time to start looking !!!

1. In an age when the majority of people rely on internet connection for myriad necessities, why do you allow such crippling congestion on your towers?

2.

Are you doing anything to fix congestion?

3. Why does your website make it impossible for me to access basic information or make account changes?

4. Why doesn't the PDF copy of my bill show which plan I'm on? (Is it possible you don't want your customers to be reminded how badly they're being screwed out of their hard-earned money?)

5.

As a major ISP spanning across many states, why do you not offer 27/7 technical support? Furthermore, why does your regular customer service close so early? (5:00 PM PST)

6. What measures do you take to protect sensitive customer information (name, address, phone, SSN, credit card numbers) from online security breaches?

7.

When a customer pays for 100 Mbps download speed, but can only pull a FRACTION of a single megabit per second during peak afternoon and evening hours, what does that say about the condition of your network?

8. All businesses exist for profit, but the good ones find some sort of sweet spot between quality service and profitability. Given the poor state of your network, and your unwillingness to address rudimentary issues which seem to pervade the very marrow of your company, how would you describe your priorities?

9.

Why should anyone give a single penny to a company as dysfunctional and poorly executed as yours?

10. What would you do in the face of a large, well-organized class action lawsuit armed with meticulous documentation of your borderline fraudulent practices?