Rise Broadband
reviews and complaints

DON'T USE THIS SERVICE FOR YOUR INTERNET NEEDS! I don't normally take the time to write a review - good or bad, but being the experience my husband and I have had with this company and the amount of time that we have wasted on numerous occasions regarding Rise Broadband, I feel inclined to spend the time to discourage any and all from signing up with them. This company does not stand behind their product and are not true to their word. I won't go into detail about the service (lack there of) from the get go but will rather, will tell you about the straw that broke the camel's back. Our internet started going out at least once a week without rime or reason -- no multiple users overwhelming the connection; it would simply go out. The first time I called after loss of service overnight (because they do not have 24/7 support). The tech was able to repair the issue remotely. The next week, once again, service went out in the evening and had to wait until next day for tech support. This time, it was more difficult to get issue resolved but got back online; however, I suggested to the tech that perhaps the unit needed to be replaced and asked if they would send a new one out. They declined and said nothing was wrong with the unit based on their diagnostics. That it was just a glitch. The following week when the service went out again and I called again, they were unable to repair it altogether. Said it was probably a faulty adapter but would need to send out a tech to further troubleshoot (as they were not sure but would bring out a new unit. HOWEVER, they could not come out to do this for 14 days! I explained that my husband and I both run home-based businesses and having no service was out of the question. We were met with disregard and carelessness so I looked for another service that was at our house the next day. When I called to disconnect service with Rise, they said something had opened up and they could come out next day to fix the issue. Too late! After going back and forth, they said as a "GOOD FAITH APOLOGY", they would be reimbursing us the $67.08 we paid for our last month's bill since they had done such a poor job in resolving our issue and in a more timely manner -- as soon as they received back the equipment in the mail, which I promptly returned. Today, 4/7, I called to follow up on the reimbursement and was told by CSR Jonathan after consulting with a supervisor, that there would be no refund of last months bill because there was nothing in the notes and because we had gone 5 days into the new cycle. In summary -- sub-standard "product" (never got above 8-10 MB's but paid for 20 MB's service, bad customer service, and outright liars -- not following through on what they say they will do for you. These are the reasons I am taking this to the Complaintsboard.com!

We started service with Rise Broadband in April. EVER since the very first second of starting the service.. I was told that Rise Broadband speeds are not always at the guaranteed speeds.. I am paying for the 50mbps plan, that is like 75 bucks a month. I have been BELOW 'guaranteed' speeds ever since the first second of service. Guaranteed speeds are 30mbps (60% of 50mbps is their statement) of the 50mbps plan. Great, i'm find with that. BUT i get anywhere from 0 (which means disconnections) to 20mbps range and that fluctuates greatly and often. The whole point of Rise Broadbands advertisements and statements on their website claims 'RELIABILITY'. But I have 0% ti 25% of guaranteed speeds consistently since I started service. On average I'm getting like 0 to 15% of my guaranteed speeds. I have called many times and billing will only credit me $10 a month even after stating my issues. That is still like 85% of full charge and yet i'm only getting like 15% of guaranteed speeds. I am under the impression that Rise is 'supposed' to be fixing this by adding more towers/hardware by putting in more and last I heard was it was not supposed to be done until Dec 2020 / Jan 2021. BUT even the reps don't know what is going on, that was a guesstimated statement from one of the reps. I know for a fact that Farmersville is not the ONLY city with issues. Terrell has the same slow to no speeds issues as well as I havew friends that live in Terrell and have Rise. I know for a fact they have other wifi frequencies 'drownout' the signals frequencies I'm supposed to be recieving by other neighboring wifi/wireless internet companies extremely close by. I think it would ONLY be fair from Rise to credit any customer that is having slow to no speeds, 'CONSISTENTLY, by over half their bill because we sure not getting half of what we are paying for. Even at a guaranteed speeds. I understand that it does take time to spin up additional hardware but still charging customers almost full price for the duration of the constant slower than guaranteed network speeds OR 'Network Events', as Rise so calls it, is literally taking advantage of the customers, especially if you Rise claims to be 'Reliable', which they are not so far for the majority of 2020. I feel the desired resolution should be that they compensate their customers better in the billing until they fix the issue. That in itself will push Rise to live up to their claims of being 'reliable' and expedite the fixes quicker and be much more consistent with their existing customers. I understand there are issue from time to time but this has been an ongoing issue ever since I started service in April and Rise is obviously only concerned about getting their money and not taking care of the customer based on the way Billing is ONLY crediting the customers 10 bucks a month KNOWING their customer are constantly having reliability issues.

I can't remember when the Rhino/Rise merger occurred (which is why I used today's date); but, it was several years ago. Every time I have to call their tech support number, I have to quickly hit "1" on my phone, to avoid hearing the fraudulent ""Welcome to Rise Broadband, where you can feel free to enjoy the fastest internet!" GARBAGE! I believe that logo is also on their home page. I kept hitting dead-ends & redirection when I tried filing a strait forward complaint on your Complaintsboard.com site; so, I was left with trying to file it this was... :( I never intentionally signed up with this company. I wound up stuck with them as the result of Rhino Communications CONNING the fellow who owned the *** I had signed up with back in the summer of 2010 into selling up (his residential base) to them ON THE FALSE PRETEXT that they WOULD upgrade all the towers & provide his customers with much better service than what *** was able to provide us. Had they not made these commitments, he would not have sold us to them. That sale occurred in the fall of 2013. Service remained usable until the spring of 2014, when a storm took out the back-haul of the tower I receive my service from. They didn't even have a back-up to install on that *** was projected that we'd be totally without service for at least a week, if not 2 weeks, while they ordered a new one & got it shipped to them. Even though we were "no longer his customers," *** felt loyalty to us & gave them an emergency back-up he had, to get us back online while the new one was being shipped. As far as I can tell, there have not been boots on that tower since they went up there to put up the back-haul which *** had given them! Our speeds went to c*** at that point; &, with an exception I'll go into in a minute, they've remained that way ever since. Along the way, Rhino merged with Rise. Maybe I'm just old fashioned (I AM 67; and, from an era when there were more ethics); but, as far as I'm concerned, Rise INHERITED the commitments which Rhino made to ***! For years, both companies paid lip service to making the upgrades; but, it was done so by telling us "It's in engineering; &, will occur within a year..." (We should've been asking, "WHICH YEAR ~ ***?!?!?!") The vast majority of their front-line people are very nice & do their best to help ~ to the limited extent they're able to do so. They're just kind of being used as a "human shield" by those with any real control. It's next to impossible to talk to anyone high enough up the food chain to get any reliable information, much less to see any kind of an improvement. In about Jan. or Feb. on 2020, I was actually able to get in contact with someone who passed the problem along to the boots on the ground technical supervisor for southern Okla. The following morning, I got a call from him, asking me to run some speed tests for him to verify that something he'd done remotely had helped. I did so; &, much to my shock, I actually saw download speeds in the 2.8 to 3.1 Mbps range! (I'm paying for *** is considered "the basement floor" for 5. It was a VAST IMPROVEMENT over the 0.2 to 1.1Mbps I HAD been getting...) I was unclear just what he'd been able to change remotely; but, it held pretty well until about a month(+) ago, when RISE had to change out some equipment (DHCP server +? +?) upstream from the towers.) I don't see how just changing out a DHCP server would undo what was done in early 2020; so, it seems like other changes must've been made at the same time. Whatever happened, download speed plummeted back down to the ABSOLUTE GARBAGE LEVELS they'd been prior to whatever was done in early 2020! On rare occasions, they'll briefly bump back up as high as 2.1Mbps; but, only when there's probably no one other than me online in the entire 5 tower area (generally between 3 & 5am...) They have 1x 25Mbps tower south of town; &, 4? 5? 5Mbps towers scattered around, including the *** tower I'm on (@1.7miles, direct line of sight, about 4 miles north of town...) I SUSPECT that almost all the bandwidth is being allocated to the 25Mbps tower, with those of us who are on the 5Mbps towers "getting left to lick the crumbs off of the floor ~ WHEN THERE ARE ANY..." Ironically, if I lived in town / in range of the 25Mbps tower & a new customer, I'd be paying LESS per month than what I'm paying now! I'm in contact with another company, which actually has upgrades actively scheduled on 3 towers which SHOULD be in range of me; it's "a race" (which I believe ~ based on their lack of performance ~ Rise will LOSE) as to whether I'll stay a Rise customer or become an Atink customer. I'll need to retrieve my mail off of the Rise server; but, with such insanely low download speeds, I can't even begin that process until I switch over. I've been told that I'll have "at least 6 months" after terminating my account to do so; but, I've asked to have that documented by at least an email & preferably backed up by a signed paper via *** mail. So far, I haven't even been able to "get it in writing" via an email... I'm also of the opinion that, due to my needing to change companies being the result of Rise being unwilling to even make essential equipment "wear & tear based" upgrades to the tower I've been on since 2010 ~ much less the actual upgrades which Rhino committed to in order to con *** into selling us to them (WHICH RISE INHERITED AS THE RESULT OF THE MERGER WITH RHINO), Rise should cover any install fees I'll incur as the result of the default on the commitments which were made ~ UP TO AND INCLUDING ANY "RESIDENTIAL TOWER SEGMENTS" WHICH MIGHT BE NEEDED TO GET ME THE SERVICE I'VE BEEN PAYING FOR ~ BUT NOT GETTING ~ FOR YEARS! If such a "residential tower" makes it possible for me to get a good signal from the 25Mbps tower south of town ~ FANTASTIC! If it winds up "only" being to be able to connect me to a company which WILL honor their commitments & provide me with decent service, that's fine, too... I've been MORE THAN patient with this company, even treating "bare minimum & just below" service as "something I could live with." Apparently, they've mistaken my "doing my best to be reasonable" as some sort of weakness ~ A BAD MISTAKE TO MAKE!