Rise Broadband
Reviews and Complaints

The only company in my area that was offering unlimited data for the longest and as soon as i start getting mail about other companies now in my area my interent goes dives off a cliff. i called and was told its their towers fault, but its been 3 weeks now and im still running significantly under my plan which was 15 mbps. im writing this today because i just buffered every 5 seconds on a 144p yt video. horendous, and not the first time... This company will not inform you of issues on their end and may affect your connection for longer than 3 weeks which negates the plan you chose. i remember calling april 17th to first report my issues and the automated message said that march 17th saturday there are issues in so and so areas. MARCH 17TH was a wenesday! AND MY AREA WAS NOWHERE TO BE HEARD , they cant even get their AMS TO ACCURATLY REPORT A CORRECT DATE. ive been with them for maybe 2 years but lately it has been very very sloppy. dissapointed.

DONT BUY INTO IT! I've had rise broadband band in a country rural area. They claimed to have the fastest internet connection around FALSE. They claim to be the best company with the best internet services WRONG. I was promised a refund for the modem and the dish when I was done with it...this was a lie also. Don't belive anything the promise or say as an offer. My service has been ***, super laggy and always drops connection for any and everything we watch. Either on the computer, phone, or TV not thing works, we watch a loading screen more then our content we pay for on other platforms. In the end of all of our trouble we still got charged for going over our allocated "150" units of service in our plan. Every 10 after they charged a large fee. This fee I knew nothing of until I started receiving my bill way over the promised monthly. They are terrible at answering questions, terrible at answering their phone, and terrible at good service. Good luck trying this company. They are full of it!

We recently moved approximately 25 miles outside of Colorado Prings, Colorado and was not able to get telephone let alone internet services. After talking to new neighbors they said Rise Broadband was the way to go. We contacted Rise Broadband and had an appointment almost immediately. This area of Colorado has extremely high winds so we did not want a dish on the roof. Josh was very understanding and willing to work something out. Then realized that we had no way to get the signal into the house, no low voltage Jack's of any kind. Josh was willing to wait on the installation till we had things ready. Several weeks later we finially got the electrical work done and Josh was out 3 days later with a totally acceptable solution. The dish was ground mounted temporarily so that it could be moved when a new tower to be put in would be much closer with a better signal. This install was actually done in the rain. The install went smoothly, the speed is equal to what we had in town, and service appear exceptional.

Would have given zero stars if possible. Started with Microserve that was bought out by Rise Broadband. Have been a customer since 2013. Internet speed has gotten worse and worse. Have had tech out multiple times. Just recently called for support and support person said that we were being charged $70 a month for 5mpbs when there were plans for $40 for 30 mpbs. Guess being a loyal customer counts for nothing. Then when the tech came out to reset the dish he said there was no line of sight to any Rise Broadband towers from our home. Not sure why they ever said they could even provide internet for my home. Got new provider, have perfect connection so called and cancelled Rise Broadband with 7 days left in the month. They threatened to charge me $300 if I didn't return the radio from their dish. Asked for them to refund the 7 days I had already paid for, and was informed that because I'd already used 3 weeks of the month their policy is not to issue refund for the remaining week. Such a terrible, dishonest company. Do not recommend using them!

I currently got service with them back in the beginning of October. They never told me about an instillation fee. I noticed it on my 1st bill that I received from them after it was due. When I received it they charged me a late fee. I set up auto pay and they didnt end up taking it out and my service got disconnected. I called and talked to them and they said they will will drop the late charge and reconnecting fee which they did not. My next months bill came in and said I owed 193.53 and I was like for what. So I called them and said it's a 2 month payment and 20 dollar late fee and 35 reconnecting fee. I explained that those were supposed to be removed. I was expecting 79.11 to come out of my account on the 18th of November and here it is today. So here it is today and I have a pending payment of 193.53. I did not authorize for them to take out that much. That's for 2 months they charged me for 2 months instead of 1 and the new bill isnt due till the 18th of this month. I was also told that it takes 45 days for auto pay to be completed. I think that's a lie. I will be looking for a new service and asking for a refund.

Internet has been unusable in my area since the beginning of the summer, between the hours of 6am and roughly 10pm. The only time I can use this service is when I should be sleeping... Have called Rise multiple times, always blaming tower problems. How long does it take to fix a tower. I'm going to go forward with asking for at least half my money back for the last two months. Shameful that a company can cut you off from a critical utility (it is the year 2021) while price gouging you at the same time?! For the past decade or so the only other option we have had is Hughs Net DSL which seems just as awful. Times are changing, T-mobile 5g fixed home internet is the first real competitor to come to my area and costs almost half Rise charges while offering REAL unlimited speed (25-250 mpbs), meaning they don't start throttling you (we get 0-256kbs all summer! Accurately measured everyday) after passing some pathetic data cap like Rise implements. ATT is rolling their 5G fixed home internet later this year, Verizon 5G fixed is insanely fast but only available in big cities. I also pre-order Star-Link but will not come until late 2022. Rise Broadband. Not Even Once.

I received an automated call from rise to pay my bill, which I did 3 days later. When I called, the system said " your service will be disconnected in 48 hrs". I immediately paid the account in full. Then the automated system says "your account has been charged a $35 reconnect fee" ! WOW, IT JUST TOLD ME IN 48 HRS IT WOULD DISCONNECT! I GOT A REP ON THE LINE AND HE TOLD ME MY SERVICE HAD BEEN DISCONNECTED. MY WIFE WORKS FROM HOME AND IT WAS NEVER DISCONNECTED! GEORGE TOLD ME I WAS LUCKY... I WAS TOLD A SUPERVISOR WOULD CALL ME BACK. THAT NEVER HAPPENED. CALLED IN AGAIN AND BASICALLY GOT THE SAME STORY FROM A REP NAMED AMY. AGAIN REQUESTED A SUPERVISOR CALLBACK. THEY NEVER CALLED ME. IVE ASKED FOR THEIR CORPORATE # AND WAS TOLD THEY DONT HAVE IT! IT IS ILLEGAL TO CHARGE A FEE FOR NO REASON. What kind of *** is that? Called again and talked to Ed G. He seemed pretty nervous and in a hurry to get off the phone. I'm human I get behind sometimes. I wonder how many times myself and others have been charged a reconnect fee where as their service was never disconnected? SHAME ON YOU RISE BROADBAND... I WILL BE WRITING TO YOUR CEO. YOUR COMPANY SHOULD BE PUT OUT OF BUSINESS! YOU ARE LIARS!

I was solicited to "come back" to Rise approx 24 plus months ago. I was told the company had upgraded all their equipment and the customer service had improved greatly. My package i signed up for was the 25 *** worked fine for about 3 months. Then it drastically changed to consistently operate at 10-40% 1.4mbs-12mbs on average. This impacts my work, my home security and more. I've called over 60 times about this all the while being told it was my router, no issue seen or even being hung up on. I called the technician directly as he instructed and no response. I've asked for the documents I signed to be emailed to me. No response. It finally was escalated to *** who said there was definitely a problem. To follow up I had to call support and be transferred to everyone then leave a message left for this person, no direct number to follow up. Last VM said it was being fixed. ITS NOT FIXED. I called again and left a message for this *** over a month ago and no call back.I can't keep switching companies. My choices are limited in rural ***. I left this company previously due to this and as a Realtor I NEVER refer any clients anymore. THIS IS RIDICULOUS! This service has more problems than anyone and is down or working improperly more than it works. Case #

I am so disheartened by this provider. We have a house and a shop that are too far apart to share one Internet account, so I had them set up service in both locations and asked for regular service in both. The first was completed 5 days before the second. It was set up correctly and we were billed correctly. The second was set up with unlimited service which we do not need. When I ordered service, I was told unlimited had a price of $20 extra per month. After 40 minutes (30 minutes of it on hold) on the phone to get my unlimited service set to standard like it was supposed to be, when my bill updated the next day to reflect the standard service, my cost went down $0.43 (instead of over $20). I called back the following day, and was hung up on twice while on hold. After the third time, my call was answered and completed, and I was told that my bill should be corrected; both accounts should reflect the same price that I had been originally quoted. I went in today to pay my bill, and my second account was still about $4 higher than the first. If you want decent service, and you don't care if you are being ripped off by deceptive billing practices, then by all means use this company. I will definitely NOT recommend them to my neighbors or friends, and I will be searching for a different provider.

Horrible ! I would not recommend Rise Broadband to anyone. We started service with them about a year ago. Living in the mountains, understandably you may get an occasional drop off of internet. In the last 2 months this has turned into our internet not working to par 75% of the time. We have the internet disconnect at minimum 10 times per day. When we do have service it is far below the 25 maps that we pay for and we were supposed to be guaranteed atleadt 15mbps ! We have been monitoring our speeds and they have on average been between 3 and 8 mbps. We have talked to their tech department countless times and have ultimately come to the understanding that their tower in the area is broken and only working at up to 50% compasity. We were also told that they have no plans of fixing this ! We have yet to be compensated for their lack of service, and more so thier breach of contract guaranteeing us atleast 15mbps. We have been laying full price , and we were only offered 10$ off the next three payments. Well we will not be around that long. I can guarantee that. We need to be compensated. And I am truly disappointed by their complete lack of care and professionalism in the fact not only do they not care that their tower is down, but they wont even make it right. I know they will lose more then just our service as well. No one in our area has been getting the service they pay for.

I have been a Rise customer for the last 11 years, because that was the only service available in the area that we live. The internet service and customer service has been horrible. We paid for speeds we never got and they always blamed my router...even when it was a router they provided. After years and years of battling with them, I decided to give up and I called to cancel the service. The first time I called, which was during normal business hours and 2 days before the next billing cycle, I was told the cancellation office was closed and I would have to call back on Monday (conveniently, into the next billing cycle). I called back, was transferred and sat on hold for an hour, but was able to cancel my service. And, surprisingly, I was told that my balance would be $0 since they billed a month ahead. I thought...Wow, that was pretty painless and profusely thanked the Rep I was talking to. Fast forward a week and I received an email that my *** balance of $70 was late. I called the billing department and was told that since I canceled my service a few days into the next billing cycle, I owed them for the entire billing cycle (including the 26 days after my service was cancelled) and that my billing cycle actually started 15 days prior to watch is printed on my statement. What?!?!?! I would rather go without any internet at my home than give them my business or money ever again.

I've had Rise Broadband for several years. Three weeks ago it started going bad, practically unusuable. Within these past three weeks, I have called the support 36 times so far and I have had 3 technichians out to my house. Each time my wifi has gotten worse. I currently have a download speed of .86 mbps. The WiFi is literally unusable. The second to last time, a tech names K.W visited my house and said he would be back out the next day to install a 10 foot tower on my house. After that, he claimed I would have perfect WiFi. The next day comes and a different technician shows up. He grabs his ladder, puts it against the house and slams it on the gutter. Not to mention, the tech, named Jeremy, put the ladder in a completely unsafe area. He gets on the roof, sets up the tower and states it will not work. Takes it down, puts it back in his truck and drives off. I still have unusable WiFi. The guy didn't offer another solution, he even stated he wanted to leave quick so he could get his other jobs done and get home quick. I don't know what to do at this point. I've spent over 12 hours on the phone with Rise. I have failed a college final and 10 assignments either because the WiFi went out midway through or I do not have any signal at all. I am now starting summer classes and I need WiFi bad. I hope they get their act together. If not, I will be failing my summer semester of college which I paid $4000 for. I am furious.

Rise Broadband has gone from being a very good internet provider to being almost totally inept at their work. Our business has been with Rise for a number of years and in the last 6 - 8 months our 50meg download service, which speed we pay for, has gone to averaging 15meg and sometimes as low as 3-4 meg. It has gotten so bad that our VOIP phone lines disconnect because the service cannot provide the needed bandwidth required to keep them working. Our business Rise Broadband service went down on July 7th. It took them 45 hours, nearly 2 days, to get a tech out to us. Try to run your business without internet and phones for 2 days. They did not care and told us that this was the best they could do. Unacceptable. A Rise tech came out yesterday and tried his best to help us. However, he indicated that there are 56 customers on an antenna that is supposed to be capped at 50. He also indicated that we should never expect more than 20meg service as there is no way that the current system could provide more than that. After he left, our phones went down again less than 2 hours later. Rise has never indicated that we were not receiving the service we are paying for. I suspect that this has been going on for well over 9 months that we have not received the bandwidth promised and paid for. I'm incredibly disappointed and frustrated with a company that just doesn't have any clue as to what "customer service" means. We will be switching to another provider next week as I'm done with their dishonest business practices.

In October/November, my internet started cutting out 15 times a day. We dealt with it for a month, hoping that the issues would resolve. In December my family was fed up with it, so we decided to call support. The first time, we were just told to power cycle the router. The next day, we called again, we were just told to power cycle the router again. On the third day in a row, we had a service call set up. When the service guy came, he ran some tests, somehow everything was alright, then he just gave us a new router. That didn't help at all either. On January 21st I've had enough, so I decided to make a YouTube video showing all my problems. It's called "Dear, Rise Broadband" if you're interested in watching it. Then on February 13th, a Customer Solutions & Chat Lead guy named Taylor A, called me, and told me that my problems were because I had my router plugged into an extension cord and that my PoE adapter might be faulty. He sent another service guy to my house the next day, which replaced everything. The antenna, router, PoE adapter, and he cut some kinks out of my cables. That didn't help. On March 30th, someone on the escalations team called me saying that they were upgrading the towers late April, and that my problems will be fixed, so we waited until then. It is now mid-May, 200+ days since my problems started and still no fix. All this company does is lie, fix absolutely nothing, and offer you credit to your account to make up for their terrible service. Stay FAR away from this scam of a company.

Horrible company! Gave 1 star and that's being very generous. Unfortunately they are the only ones for our area. Have had them for three years of lousy service, tons of calls for service, and we've not been treated very well. Service has been poor to non-existant more times than working. They refuse to give a corporate number, say it's against company policy. We unfortunately have our daughters home and our new home with Rise. After waiting almost 2 weeks, today two guys came to hook up new service at our new home. They put up the antenna and left without the service being connected. One of the guys on this route is absolutely useless. He has been to our first home many times and has never been successful in fixing the issues with Rise Broadband, which is way too often. We then have to wait several days to get someone else to come back to fix the same useless guy's work. Today was no different, mr useless and another guy came to install new service. The other guy got called off for another job and mr useless stayed. Mr useless left without having the service connected. Have been on the phone over an hour now trying to get service. They will send someone out in 3 days. The customer service is terrible, mr useless doesn't care about taking care of customers. We need some accountability and people who care. We have been on the phone with Rise for several hours with no resolution... On the phone now with tech support, saying they cannot see the unit they just installed. So fed up with lousy service and incompetent workers who are only there for a paycheck. I wish a different company would service our area.

I have been with rise for over 15 years. Its had its moments where its fine. Now for the last almost 2 months I have had nothing but serious problems. My connection is constantly down, they have sent a "tech" out and I was told my address is no longer serviceable now after 15 plus years? REALLY? Ok, I have called in to the their tech support in the last week alone and have received 2 case #'s. I have been told they will call me back with more info. I got one call back from one tech tonight as of this review who finally told me something. He said my problems are due to high noise congestion for the *** equipment I am on. So something that worked for the last few years suddenly has high noise congestion. I have sent in emails describing my issue, what its doing or not doing, I get no response. BUT today I can get a *** for an internet service I cant use, its been down since last thursday which is now a week and counting. Before that it was down a week and up for a few days running fine with good speeds then last thursday hits and its down AGAIN. I have about reached my limit with rise who says you can feel free to have the fastest internet connection...WHEN? Eventually the other options will be here and rise will feel the see this as their customers drop them for something better. I have signed up for the starlink and will happily pay $100 a month for a service that will be better than what rise can offer. I will probably just reach out to the local company who offers the same thing as rise after this until one of the newer options gets here. 15 years of being with you rise and you cant get this issue fixed.

I had been a customer of Rise Broadband for 4 years in rural western Colorado. Rise was the only option for internet at that time in this location. The quality of their service has been less than fair most the time. I have called for tech support to help resolve these issue and a service tech came out once. The typical response was that they did not detect an issue on their end. During Covid I have been working from home and am internet dependent in my job responsibilities. Over the last year I have experienced intermittent slow speeds and loss of service. In the past six months I experience loss of service three times greater than 24 hr duration each time. When I called to get info on these outages, I got a recorded message stating that service to my area was impacted by a network event. I decided to purchase a StarLink system and call Rise to cancel. They tried to retain me as a customer and offered compensation and other financial incentive to retain my patronage. They also told me I was wrong in the number of outage that I was giving them as a reason for cancelation. When I insisted that I still wanted to cancel, they withdraw the compensation for the outages I experience and actually charged my for the next 28 days of the current billing cycle I was in. The billing cycle started on 5/11 and I canceled on 5/14. I am being billed for a service I am not using because I was 2 days too late canceling? REALLY? If my current internet provider does not work out, I would rather go without internet than ever using Rise again. This is not how you should treat a customer of four years that may have the potential of becoming a customer again.

This company is notoriously bad for false advertising. They send out mailers with "FREE INSTALLATION", "UPGRADED NETWORK", and all kind of bus words.In reality when you go to the website with the code on the mailer there is no FREE INSTALLATION it's half off and the upgraded network, must be a changed power supply cable, because the speeds are slower than 6 months ago when I had the service installed and it didn't work.I will give it to them at $55 they are half off Nextlink but in my experience they didn't respond to support request. Their internet from the time I had it installed to time I had to send AG a email with complaints to get ahold of company to remove it and not *** me... never worked.Then they send out some guy who randomly goes on my roof, no knock or hey I'm here, I happen to hear someone fiddling around on my roof and go out prepared to remove the crazy person and see the rise broad band truck. His claim that he could go on my roof without permission or awknowledgement was hey that is our equipment while he may have a right to get the equipment it's a dangerous approach in *** where have a right to defend.If your out in the country and get this mailer don't waste your time and certainly don't subscribe. I know I it was catch, half off, but as soon as I seen the speeds were 1/3 of what they were 6 months ago and and the free installation offer was a light I know in all.This company is not to be trusted and by far one of the worst in *** and that is a pretty spectacular feat considering how *** politicians, red and blue, go out of the way to protect their donors and make it possible to treat honest consumers so poorly.

Your customer service is DEPLORABLE! Im tired of sitting on hold for ridiculous amounts of time. On Wednesday, 04/20/2022, a technician came out to ensure that my internet antenna pole was secured to the tripod. He said that he secured the pole and that everything was working.I didn't check because I was in a hurry to go somewhere. When I returned, I discovered that I had no Internet.I called and asked that he return to correct the issue, but the call-taker said that I would have to be placed on a waiting list for another appointment.Why couldnt he have just called the technician, ask him to turn around to correct the problem? I work completely from home, and the internet is my livelihood. No internet means no income! I know that this is a very difficult concept for you to understand (really, a person with less than a GED should be able to grasp this concept)or perhaps youre so independent that customer service is a disruption of your cushy day.In any case, I am SICK OF RISE BROADBAND, and I will be sure the let others know how deficient, nonchalant, obtuse, and simply substandard you are!Accept this as my account TERMINATION, and come take your router, dish, and pole. When you access the roof, I have a silicone pad to place between your ladder and the gutter to prevent damage to the gutter. Please do NOT place your ladder directly on the gutter.Not only have I personally inspected my new roof and gutters, I also have pictures of it in its new condition. If the technician who will be coming to remove the equipment causes ANY DAMAGE to my new roof, gutters, or any other property belonging to me, I will take appropriate action.And I am NOT paying the service charge for the call on 04/20/2022.I had to call eight times to terminate the account.When I was finally able to speak with someone in the *** on 04/21/2022, she said that she could have someone come out right away. Why was that impossible the previous day?

The lead technician (Lee) and visiting technician that came to perform the installation were very courteous and efficient during the install. They worked together extremely well to get the installation complete. The lead technician was very informative and offered further instruction and information in the event of an issue. The technician also notified me that our address would be eligible for an upgrade should we decide that our current subscription would not be enough. Update; two weeks after install. We've only experienced one issue and it was to no fault of Rise (brief power outage). During install, the technician did state that we should be up and running within a 10-minute period after any power cycle (reset or otherwise) and the service was reinstated within a few minutes. We've consistently experienced an average on the high side of 28 Mbps Download (we pay for 25) and an average of 4 Mbps Upload. This is very impressive for our area as we had been only getting 6 Down and 1 Up from our previous ISP (who was great, but we've outgrown). I should also mention that the equipment from our previous ISP would require a manual reboot on average once per day. No such issue has made itself present with our new installation. Because of the new Rise service, I've been able to game again (downloads are massive these days so an update can kill your entire evening if your speeds aren't up to snuff). We've also been able to easily stream television while I'm waiting for an update to finish. The router that Rise provides is very intelligent (TP-Link Deco) in such a way that it will automatically prioritize certain loads without compromising other connections. It is also very easily configured via an app on any smart device. For the price and quality of personnel, equipment and service, Rise Broadband is very difficult to beat. Unless Fiber shows up at my doorstep, I could very easily envision us being a Rise Broadband customer for a very long time.

This is my second complaint through Complaintsboard.com with Rise Broadband. My chief complaint is internet speed . I am paying for 25 mbs. The only time I have that speed is very late at night to early morning. All other times I will get 6 to 12 mbs. And on Sunday evenings, I get 2 to 5 mbs. So what is happening is too much traffic/congestion on the towers or in other words...the service is oversold. My second complaint is customer service. When I call to complain about speed, there is always a long wait time. The recording states that there is a long wait time due to unusually high call volumes. That should tell you that there is a problem right there. Usually I will ask for the next available customer service representative to call me back, which they never do. Or if I'm angry enough, I will wait for a representative. Sometimes up to an hour. After the rep trouble shoots everything, *** typically will tell me that my dish is out of alignment and wants to set up a service call. Even telling them I have full speed at times, this is there resolution. I live in a, somewhat considered, rural area. I have read the reviews online about Rise Broadband and for the most part, they are good reviews. I can only assume that my area has a problem, Rise Broadband is definitely the cheapest around. But if I am paying for a service, I should still receive what I am paying for. I think anyone would be upset if you pay for something and only receive a quarter or half of what you pay for. I see the other ISP trucks in the area, but never Rise Broadband. This will be my last attempt to get good service before I change to somebody else. Please give me what I am paying for when I want it and not in the middle of the night.

Told me they were going to upgrade my standard plan to unlimited at NO COST! and that my bill would NOT change. They offered it to me! I NEVER ASKED FOR IT! THEY OFFERED. MY BILL WENT UP $10,00 PER MONTH! CALLED TO COMPLAIN! TOLD THEM TO LISTEN TO THE RECORDED CALL. THEY STATED THEY COULDNT FIND THE CALL WHICH IS BS! OFFERED ME $10.00 FOR NEXT 3 MONTHS! I SAID NO! NOT AGREEING TO IT AS YOU TOLD ME IT WOULD NOT CHANGE MY BILL. SUPERVISOR WAS A YOU KNOW WHAT! TOLD ME I COULD TALK TO NO ONE ABOVE HIM! I CALLED BS ON THAT! CALLED BACK, SPOKE TO CUSTOMER SERVICE... REPEATED MY CLAIM, SHE HAD ME ON HOLD. SHE CAME BACK AND OFFERED ME $10.00 OFF MY BILL FOR THE NEXT 6 MONTHS! I TOLD HER WE WENT FROM 3-6 MONTHS NOW WHEN THE SUPERVISOR TOLD ME HE COULD NOT DO ANYMORE THAT 3 AND HIS HANDS WERE TIED! LIARS! TOLD HER I AM NOT AGREEING TO 6 MONTHS AS I WAS TOLD IT WAS NOT GOING TO CHANGE MY BILL AT ALL! THEN I TOLD HER THAT WHILE I WAS ON HOLD I FIGURED OUT THE SCAM THEY WERE RUNNING. ***HERE IT IS: 1. GET CUSTOMERS TO AGREE TO UPGRADE THEIR ACCOUNT BY TELLING THEM THAT THEIR BILL WILL NOT GO UP AT ALL! 2. HOPE THAT WHEN THE CUSTOMER NOTICES THAT THE BILL DOES INDEED GO UP, THAT THEY DONT CALL TO COMPLAIN. 3. IF THEY CALL TO COMPLAIN, DONT OFFER THEM A RESOLUTION. 4. IF THEY CALL TO COMPLAIN AND ARE AWARE OF OUR SCAM, OFFER A BETTER RESOLVE! I WAS OFFERED A RESOLVE OF UNLIMITED FOR 2 YEARS AT NO EXTRA COST! THIS IS AFTER I WAS TOLD THEY WOULD GIVE ME $10.00 OFF FOR THE NECT 3 MONTHS AND THERE WAS NOTHING THEY COULD DO! SO... I STILL AM GETTING SCREWED BY THEM ONLY HONORING THIS FOR THE NEXT 2 YEARS, BUT BETTER THAN 3 MONTHS! I WASN'T GOING TO WRITE A COMPLAINT TO THE Complaintsboard.com, BUT IT DESERVES TO BE NOTED!

On September 30 Rise broadband came out to our home to install their service. Installer advised me the I could not receive the service I had applied for, mbps speeds where not available, so he advised to go with a slower package, was very happy he helped in this manner. Install continued installer had problems for about 2 hours getting service to connect. Installed the modem and I thought he had it working, however after he left our home I noticed that my old hotspot connection was still working shut down my hotspot to find I than had no internet connection at all. Called Rise customer service tech advised to unplug equipment and reset take place. In having to do this reboot 4 - 5 times per day for 5 days I called Rise, for service call thinking they wood be able to fix the problem service tech stated that he was advised that Rise had some kind of cabling problem at their tower. So now we have their problems along with equipment problems. (Last straw). I call back to customer service to cancel service and request tech to remove all equipment from our home at that time to save tech another service call (We had service maybe 5 days could use it 1 hour of the five days.) As I am talking to customer service she is pleasant and agreed to wave all costs that had accrued due to service they could provide. Was very happy thought it was over. Now I receive a statement showing that I owe $46.37, 10/31 - 11/30 I canceled the whole deal no later than 10/5. I call accounting explain the problem this guy said he could not do anything about that that the amount had to be paid or be turned over to collections. Asked to talk to supervisor he than said no need supervisor would say the same as he did.

Rise Broadband bought out our internet provider some years back, Digis internet. We have used this service for approximately 15 years and have had a plan with unlimited usage since the beginning or within months of signing up. Last May or June Rise Broadband changed our plan to a base plan and started charging us for overages. As I have an auto pay policy and have never had problems in the past, this went on for 9 months before it was noticed. Upon calling the company I was hung up on the first time. Told that our plan was old and they had updated it. Told that I was never on an unlimited plan until I called in march 2022. My billing history shows proof of constant billing with incremental increases with no over usage charges, yet in June all of a sudden we are paying extreme overages. The company will not admit to changing my plan and refuse to make the overcharges right. I did not, and would not have changed my plan to include overage charges when on an unlimited usage plan. Their story has changed each time I have called in to where now they are saying I have always had a basic plan and have always paid overages above *** units of usage. They cant /wont explain why his just started in June then and the *** before that were set monthly payments small increases over time as they have increased cost for the service. From June the overages have been mostly $200.00/month. They have basically over charged me $1500.00 in the 9 months. Without my changing a thing on this account. They made the change. I would like to be reimbursed for the overages they imposed due to their having changed MY plan. If they wanted to update, then it should have been an unlimited plan as I had before THEY changed it.

Myself along with Everyone I know in town as well as people using another tower 10 miles away are All experiencing Congestion Issues. They are at least finally admitting that they oversold their towers and cannot provide the services we are paying for. I just now got off with Tech support in Englewood Colorado and it seems that the procedure now is to pretend we got disconnected. The last time I talked with tech support their own rep told me he feels sorry for all of us because he knows they are aware of overselling and are doing nothing about it other than telling them to go through the reset process with us and in the end tell us they are aware of the conjestion issues and that they are working on it. He did then go on to look for work orders to see a timeframe for when upgrades would be completed and their were no work orders for this issue. This has been going on ever since Rise Broadband bought this company from T6. I truly believe this company is fraudlant. I am Positive they have Never come close to providing e with the speeds I pay for. We are Very lucky if we Ever see 3 mb for a speedtest. I cannot remember the last time we were able to get even 1 mb over the weekend when we want to use are connection. This company is getting away with taking my (our) money every month and not even coming close to providing me with the speed I am paying for. I am unemployed, trying to do online classes so I can get a job and unable to even get online to do so let alone struggling to pay my bills. Please don't ignore this issue any longer. I have no other options for internet in this town and they are taking advantage of it. I am paying for a service that they are Not providing and have been doing so for several years. Thanks, Dave

I am responding to a current complaint. In your reply it stated to let you know if the issue has not been resolved in 5 days. The complaint is ID# ***. As you can see from their response they stated that they lowered my monthly bill starting in October due to them not being able to deliver the speed they Promise. They also said it will be reduced for 6 months. If you request to see my billing information you will see that they Again raised my bill Long before reaching the 6 months period. Why is this company continually allowed to take advantage of their customers ? It appears they try to wear us out by having to continuously call and be put on hold for long periods of time. Bottom line is my internet speed right now is slower than when they first came out with dial up ! They post a response that you will see making it sound like they are concerned and my internet does speed up for a few days to a week, then right back to next to nothing. This time was only a few days ! We are Not heavy users but we should still have the right to access speeds we are paying for when we need them. I have been trying to do online schooling for the last year and the speeds are usually so slow it turns a 3 hour class into all day. Please try to get me a resolution to this problem so that not only I have what you can call internet without having to constantly call this company and always get the same response from their techs which is resetting the router and antenna. They KNOW this is Not the issue so stop making me climb under the desk to disconnect wires etc. Thank you for working with me to resolve this issue but if there is a way to make them commit to something I would appreciate it. Having to call them constantly is taking too much of my time.

Please help me to cancel my $13 monthly email-only service from Rise Broadband. I have spoken more than five times with someone "in Billing". Each time I have requested a note be added to the contact log stating that I requested to cancel service. Each time the representative said that I must speak with "Retentions". On three occasions I have waited on hold for more than 9 minutes each for the Customer Solutions/Retentions department. It is an unfair business practice to require contact with someone who is not available, in order to cancel a service. Rise has willfully ignored my requests for two months. On October 4th, ticket *** was opened. On October 5th, I spent about 45 minutes on the phone with your technical support demonstrating the issue. On October 6th I asked Billing to cancel service. With no constructive response, on October 26th: repeat email and phone call, on hold for "Retentions" October 30th: repeat email and phone call, on hold for "Retentions" November 3rd: repeat email and phone call, on hold for "Retentions" November 10th: hoping to conclude this account, I paid for a month of service which I did not use, with my check 9485 upon which, in the memo field, was written "CANCEL", and enclosed a letter which began "Please please please cancel this service". I did not have "full enjoyment" of my service for the billing period ending October 8th as my outgoing mail was refused by servers for several days; as my outgoing mail was erroneously marked as SPAM and unlikely to have been seen by recipients. Details on request. With the assembly of my correspondence and drafting of this letter and robocall messages, I have spent more than five hours trying to politely conclude this account. This month of December I am still receiving robo-calls from Rise Broadband.

I have been a Rise Broadband customer since it expanded through acquisitions. Over the last 3 years, I have called customer service nearly 100 times due to service issues. The company often fails to deliver 2/3 of the advertised speed, especially during daytime and peak hours. I pay $90 a month for 15mbps download and 3mbps upload, with an expected minimum of 9mbps download and 2mbps upload. My bi-daily speed tests at 10pm show 60% of downloads below 9mbps, averaging 3.7mbps, with a high of 8.7mbps and a low of 0.5mbps. Uploads are mostly within acceptable ranges, but 5% fall under the advertised speed, averaging 0.9mbps. Ping tests to 8.8.4.4 during low speeds show 13% packet loss and 379ms ping, compared to 0.5% loss and 24ms ping during off-peak hours. Pings to my modem consistently show 0% loss and 1-4ms ping. A customer service agent mentioned that the Fixed Wireless tower my service is connected to serves over 30 customers and is capable of 30mbps upload and download but is pending upgrades. Despite moving around, I've seen no improvements, and the service quality has degraded, even with no more than two devices connected. My router's live traffic counters indicate less than 2.0mbps downlink transfer during these issues.

On [protected], I called and spoke to their Sales team to establish services in my name. Initially, they said I did not need a tech to come out since the previous provider for that location was with Rise Broadband. They would ship me the routers in *** business days and I could set the routers up myself. On 2-5-2022, I called for an update on the routers and was advised that a tech would have to come out, it's company policy. I was frustrated as I had waited nearly a week for routers to be shipped only to be told that a tech would have to come out. After speaking with the *** I was informed that a tech would be scheduled and the tech fee and dish fee would be waived BUT I would need to pay the past due balance from the previous person living there or they will not establish the services. I explained to the rep that this is not my responsibility and that services should be connected and he scheduled the appt and made it to were I didn't need to pay the previous customer's past due balance. The tech was scheduled for 2/8 between 8AM and 12PM. Today 2-7-2022, I received 2 calls from Rise advising that if I don't pay the past due balance from the previous account they will cancel the order for the tech and they won't connect services until the past due balance is paid. I called back and spoke to *** and explained again that this is not my responsibility, regardless of the fact that I have a relation with the previous account owner (my mom's boyfriend), this isn't my *** to pay. *** escalated the issue and they said that they will not allow services to be established until the *** is paid. I paid the *** and simply asked, since I paid $134, if the $75 month in advance fee could be postponed until 2/18 and that request was also declined. Rise has taken no ownership of the wrong they have caused me by initially misinforming me and then making me responsible for a past due balance that I have no affiliation with.

I canceled services with Rise Broadband on 11/23. I was 2 days into my billing cycle. The representative with Rise Broadband told me that they would mail me a refund check for the days not used in the billing cycle. Rise said the check would arrive in 4-6 weeks. The check was going to be for around $75.00. I called Rise 3/8/2022 and spoke with someone and he told me that I would not get the check because I had already paid for that billing period. I told him that was not what was said to me when I canceled the service. I asked to talk to a supervisor and after sitting on hold for a while, I was told that a supervisor would call me back. I asked if that would be today and I was told yes. Nobody ever contacted me. I would also like to say that Rise told me after I canceled the service, they would send a tech out to retrieve their equipment off of my roof on a Saturday. They told me that I had to be there and I said I would wait for them. They never showed up or called. I called Rise the next Monday and they apologized and would send a tech out the next Saturday. I stayed home again and nobody showed up again. I called to complain that day and a representative told me that they did not want the equipment and that nobody was going to show up again. I expressed anger with them because that was 2 Saturdays in a row I waited for them to come out to get their equipment so I can get my check, and that it was right before Christmas and they wasted 2 Saturdays in a row that I needed for Christmas shopping. I told them that their equipment is on my 2nd story roof and I don't have a ladder tall enough to get it down and repair the roof. I was only told to not try and get it down. There is a tall pole (about 12') on top of my roof with an antenna on it that is an eye sore that I can't get down and they don't care.I would also like to state that I never got the Mbps speeds I paid for the entire time I used Rise. I only got about 30%

We are a household of 3 seniors. We got Rise Broadband earlier this year because our previous provider did not provide the service they promised. Well, Rise does not provide it either - they are worse than the last company. They put an antenna on our house that points to another antenna somewhere at the airport in our small community. The service was down constantly. When it was working, watching a 45 minute program on streaming takes 2 and a half hours. When my daughter would call to complain, she could not get past the automated response to speak with a person - it always just said there was a problem in the area but nothing about when it would be fixed. My son paid the *** in the early part of Oct for the following month, but we decided to cancel our service with Rise. My daughter cancelled with Rise on Oct 22, 2021. The woman there said someone would come out to pick up the equipment off the roof, but she didn't know when. Since that time, they have not called once to say someone was coming to get it, and they are holding our last payment, which they haven't earned, hostage. As far as we know, there is an installer that lives in our community but no one is coming out. My daughter explained that because we are seniors, between the 3 of us, we get about 3 dozen scam calls a week, so we do not answer any calls that are numbers we do not recognize. My daughter told Rise that they would have to leave a message and we would call back immediately. My daughter called again on Dec 9 but again, they can't seem to tell us when someone will come and get the equipment, and they will not issue the refund until they get the equipment. They seemed to have no trouble giving us a date when we had the system installed, so I can't help but feel that they are taking advantage of 3 seniors - I myself am 89 years old. This is a terrible company, not worthy of even a D rating. You help getting our refund would be appreciated.Thank you

I have to services at one address. I was contacted by Rise Broadband in November for an equipment upgrade at both locations. A tech came out on 12/03 and made the equipment change on both my home and my office. As soon as the tech left my secretary called and said we had no service in the office. I immediately called the tech and he came back and said he had it fixed. The next day when I went in the office I had no service. I called again and they told me it would be a week before they could get some one to fix the problem. I moved my business into my home. That week a tech came, after I was given a 4 hour window to wait and said the problem was internal at Rise Broadband and all he had to do was make a call. I moved my office back into my office building. He made the call, I had service, he left and it went out immediately. I called Rise and they said it would be a week before they could send someone else out. I moved my office back into my home. The day they said they could come 12/23, I hired someone to set at my office. The tech came, climbed on the building, said the radio was out and that he had changed it. I moved my office back in the building. On 12/28, I came in my office to work on a $280,000.00 account and had no service. I called and they told me it would be the 12th of January. I had to move back and forth between the office and my home throughout the day. I lost that account, because my customer said he could not wait on the time it was taking me...that time was due to running back and forth between an office and my home where I have internet. I lost the account, which is detrimental to my family. My husband is a cancer patient and I needed this account. I have been ont he phone today for an hour with Rise and I am told the quickest that I can been seen in 01/04 that they are short on techs in my area. I can understand me getting on a list if something had occured out of Rise's control, wind, fire, collission, buth they caused this by changing out my equipment. I need a resolution and I need a resolution fast.

In early November, I was starting new internet service with this company. The night prior to the installation appointment I received a welcome email detailing the pricing the will be due in order for my service to be activated. I was not going to be present for the installation so I logged on to my account and paid the amount requested of me to have services activated. The next day I was told by the tech that we would not be able to get services due to weak signal. I inquired about a refund that same day and was instructed to call the billing department to initiate a refund. I called right that second and spoke with the billing department. I was told that my refund had been initiated and that I should expect my refund with in 3-7 days issued to the same payment method I used originally. After 2 weeks I called in again due to not receiving the refund. I was told that it can actually take 2-4 weeks and that my refund method was a check and that they don't actually do refunds to credit cards. I was told to wait at least 2 more weeks and that my refund should be there prior to the 4 weeks. I waited 3 weeks before calling in because I knew the postal service has been slow with COVID. When I spoke with a representative I was told that the case wasn't logged properly and that they had sent it as urgent and to wait 2 weeks. I received a case number to follow up on. 2 more weeks goes by and still no refund. I call in and was placed on hold after telling the representative my issue. I was then transferred back to the main menu que. Due to my lack of time on my lunch break I hung up and figured the representative would call me back as he took my phone number and told me he would call me back if we were disconnected. After another 2 weeks I call back was told again the case was not logged properly and was given the same case number I had before. It has been this ongoing issue for over 3 months now. The refund amount isn't a huge amount of money but I can't be the only one who has gotten this kind of run around. I have been more than pleasant when speaking to any representative on the phone and have been more than patient and understanding due to this uncertain time we are experiencing with the pandemic.

I have had Rise Broadband now for almost 9 months. Problems with speed and reliability have been an issue since about March. I have had technicians visit to fix the problem. The last visit, they actually downgraded my equipment, stating it "should communicate with the tower better than the newer equipment". This is not the case. I have called many times to discuss a solution, and over the last several weeks the automated phone system at Rise actually states they are aware of a problem in my area, and are actively trying to resolve it. I now have been documenting my communication with Rise via email in order to prove what it is they say. To date, they still claim they are aware of "congestion on the network causing slow speeds particularly during busy times . . . [and are] working on the issue and hope to have it resolved soon". This is the same generic answer they keep giving, day after day, week after week, month after month. Nothing ever gets resolved, they refuse to tell me exactly what the problem is and how long they expect to resolve it. They continue to charge for services they are not providing. Our speeds are so slow, and my wife is working from home during the COVID-19 pandemic. She is not able to get her work done on a daily basis. We cannot stream a video on the TV without buffering every 5 seconds. It does get worse at peak times; so bad that we cannot use the internet at all. Rise does not care to resolve this issue, but certainly cares about taking their monthly fee. They did offer to discount my cost by $10 for 3 months ( I am paying $80.00/month for their advertised speeds of up to 40Mb/s- not even close, my average speed is 3Mb/s). Regardless of how much they charge me, Rise Broadband is still taking money for services not provided, and does not have a plan to resolve the service issues at all. If they did, they would be able to give me specific answers and/or actually resolve the issues within the last 6 months the problem has existed. I would like Rise to address this issue and provide the basic, minimum speeds they advertise and charge their customers for. Instead of taking my money and putting in their pocket, perhaps they should invest in updated infrastructure so they can actually give customers what they pay for.

We have internet service with Rise Broadband. On Saturday, Feb. 6, the internet stopped working shortly before noon. Multiple other neighbors experienced same outage. Neighbors called to report outage and we waited, assuming it would come back on. Those neighbors were told multiple stories and given multiple run-arounds for what the problem might be. On Sunday my husband called and was given the usual run-around by the technician and after the technician speculated it could be our equipment he finally acknowledge problem was likely on their (Rise Broadband) end. He said they would proceed with investigating what was possibly a "tower problem" and call back to schedule technician if needed. Meanwhile, yesterday one of our neighbors intercepted a Rise technician as he was installing new service at a different house on our road. The neighbor talked the technician into coming to his house to see what problem was. Technician said the tower has too many customers on it and it dropped some of them. He was able to reestablish service for the neighbor by putting him on a different tower. Today, Tuesday, Feb. 9, my husband called Rise again after not hearing back from the Sunday phone call and asked for technician to be scheduled. We are not currently at the service address so my husband couldn't jump through the usual hoops of unplugging router, etc., etc. that the phone support people love to torture customers with but my husband had already done this with the technician on Sunday as well as attempting to reboot it himself multiple times over the weekend. Finally, when the technician today refused to schedule technician without us unplugging and plugging back in our router, my husband asked to speak with supervisor. After waiting for about 10 minutes and already being on the phone for 26 minutes, he was disconnected. He called back. This time the technician (different one) said the problem was with the tower and that problem had been passed to "operations" somewhere in Colorado (we are in Texas) but she had no idea when or if we would ever have service reestablished. So then my husband asked to be transferred to billing so we can receive a credit for every day we do not have service. She supposedly transferred him but after about 10 more minutes the call was once again disconnected. Rise repeatedly has shown willful disregard in providing service we are paying for... and not only for us but for multiple of our neighbors. Please just reestablish our service.

I have used Rise Broadband for more than 5 years. I live in a rural area outside of town and have never had any other choices except for this company for my internet service. I have called multiple companies but had no success unfortunately. Recently, I came across another company that provides internet service in my area, but they are extremely expensive and also want you to sign a contract. I looked over the service they provide, but it is no different than what I have now. Regardless, I couldn't afford them anyway. The recurrent problem I have with Rise Broadband is that we are always having internet service disruptions. Our service is either slow, intermittent, or no service/signal at all. Since the pandemic, this is much worse. Every time I contact them with these problems, I am given a different excuse or am told they are working on the tower. The tower is behind my property and there is no one there working! These issues really became a problem after the pandemic began. I have contacted them so many times that I can't even count them. I have informed them that this is affecting my children's education (online learning). My daughter takes online college courses that we pay fully out of our pockets for, and she has had problems getting her work turned in or she ends up having to cram everything last minute before the deadline. I'm afraid this is going to end up costing us tuition fees, etc. It has also affected my work as well. On several occasions when I call, they will send someone out to check my equipment despite everything being fully replaced and new. The technicians they send out get here and tell me nothing is wrong with the equipment and don't know why they keep sending them out here. I am told that they need to upgrade the equipment/towers because there are too many people on one tower. However, it is expensive for this company to do this, so we just have to keep dealing with this problem unfortunately. Because I have spoke to so many different people, they sometimes contradict each other. I am really tired of paying for service that I don't get and the fact that companies can continue to keep taking customers money and not providing decent service. They don't want to spend any money to provide decent service. My concern is it is interfering with my children's education. I'm tired of getting excuses just to get me off the phone. Now when I call Rise Broadband I am on hold for a long time. I was on hold an hour the last time I called. I feel like it is on purpose. Please help. I don't like complaining much less having to call and complain this much. I want them to fix this issue. If this occurred occasionally, that is understandable. But that's not the case. To me, this is no different than what just happened with the electricity in Texas during the winter storm. Companies don't want to put any money into their companies to provide reasonable service to their customers.

I contacted Rise Broadband to cancel my account because I was selling my house as of February 13th. They said they would cancel my account and that they would schedule someone to come to the house to get the receiver off the roof of the house. They did not call back. The following day I called them to ask when they would be out to get the receiver. They told me they would be out there on February 13th between the hours of 12:30 and 4:30pm. I said that it can't be any later, because I would no longer own the house after the 13th. They said that I did not need to be there, as they could get the receiver without me there. I said that was good, because I didn't have time to get off of work. Today - 2/21 - a Rise person called me and asked if the house had been re-roofed. I said that the new owners had the roof replaced as soon as they bought it, and asked why they didn't go when they were scheduled to get it on the 13th? I said that I have no rights to the house and they can't get on the roof. He said that he sees the cable, but there is no receiver for him to recover. I said that he cannot charge me for a receiver that they were supposed to recover way back on the 13th. He said that he is sure that they would not charge me, and that I should not call the main office because he is sure that it will not be a problem. I called the main office and talked to a man who said "correct" about 50 times, and said that he is so very sorry, but yes they will charge me for the receiver that they did not recover on the 13th. He saw that the date was the 13th and that it was "flexible" whatever that means. Getting nowhere, I asked for his supervisor. I talked to a woman named Amy who would not give me her last name. She would not give me the President's name so that I could contact him. She would not give me his email. She would not give me her title. She said she is the "only Amy here." She said that the appointment wasn't actually scheduled until the 21st (which is a lie), and that I will be charged for the receiver because they did not recover the equipment. I explained several times that it is not my fault that they did not recover the receiver on the 13th when it was scheduled, and it is very fortunate for them that I didn't take vacation time to wait for them when they apparently did not show up at all on the 13th. I don't know were their receiver is, and I assume the new owners threw it away. I have no communication with them. She even suggested that I contact them and ask if they have it, as if it is now my responsibility that they did not go and get it on the 13th when the retrieval was scheduled. Had she just said "yes, I understand that we make a mistake and we will not charge you for the receiver," this would be over. Instead she kept saying the same thing over and over - I'm sorry but you will be charged. In fact, my suspicion is that Amy is not a supervisor at all, and that the customer service reps just transferred me to another customer service rep. She had no authority to make anything right.

I requested service from Rise Broadband around Oct - Nov 2019. I signed up for a 25 megabyte service as advertised on their website. After two visits a satellite dish was installed and pointed towards Rise Broadband's radio tower. My internet service has never reached the 25 megabyte that I pay for. At most, it was around 12-14 megabyte when it was first installed. My service speeds dropped more as time progressed. I called rise broadband in January to request service as my internet speeds were not going past 3 megabyte. After running standard "speed" tests on the internet, the technician told me that their was a problem with the tower that my dish was connected to and that their engineers know about the issue - this is all he "knew"... that the engineers "knew" about an issue. He couldn't tell me what the problem was or when it would be fixed or if they had even started to address the issue. Fast forward to March , I called again as during this time my internet speed was barely reaching over 1 megabyte. I was directed to do the "standard" speed tests again and still got the same results. The technician told me that there was an issue with the tower and that their engineers "knew" about it... and once again, no clue what the problem was or when it would be fixed. This time I at least got a case number: Case#***. Fast forward to April . I am fed up with the slow internet service and called again. I was directed to perform the standard speed tests again. The wait time for talking with a technician was longer now due to COVID-19 and I waited around 38 minutes to speak with someone. Upon doing these speed tests, my phone disconnected as my internet is my only source of cell service at my location. I did not receive a call back from this technician.. or an email.. or anything. I did not want to wait another 40 minutes to go though the same process all over again. Fast forward 1 week, still in April . I called again and spoke with a technician, performed the tests again and was finally able to schedule a technician to come out and look at my equipment. The technician was able to come out a week later and look at my equipment. He said there were problems with my radio signal and adjusted it and it seemed to increase my internet speeds. He also replaced the wifi router. This technician was very knowledgeable and informed me that the tower I was connected to was not even capable of giving out the "25 megabyte" that I was paying for since Oct 2019. He informed me that the tower was only capable of giving out 15 megabyte. At this point, I am beyond frustrated. This company has lied to me and false advertised on their website. My internet speeds have never reached the "25 Megabyte" that I signed up for. At max, it has reached "15 Megabyte" for 1 day. Fast forward to today, 18 April . My internet speed is intermittent, sometimes I am getting 9-12 Megabyte and sometimes less that 1 megabyte. I call and begin speaking with a technician who asks me to unplug and then plug my equipment while he "prepares" on his side. Well, after 10 minutes, the automated voice from being on hold asks me to submit a survey on how well their technician handled my problem today... well, I answered as bad as I could for everything. It then said goodbye and hung up on me. No call back, no email, no nothing. The service, the false megabyte advertisement, and the fact that the technicians knew I wouldn't get the 25 megabyte speed from this tower and lying to me about it has frustrated me beyond mad. I still have bad internet service and do not know when I will ever be given what I have been paying for for 6 months now.

HI, I need your help to resolve an ongoing issue. Let me just be clear. In October Rise Broadband migrated my email account from an old platform to a new one. During this migration, you lost information. I have some emails that I can see there is an email, but the body/content of the email is missing. You can see the email in the list and see the subject, but the content part of the email is blank. The content of the exact same email exists in the old platform but not the new one. It is not every email that you screwed up, just certain ones. It does not affect new emails sent and it is emails that were migrated. I have been fighting with your Web Hosting Technical support since then but since October. 1. Initial call on issue and Ticket 5343753 is created. 2. 10/13 *** K fails to read the information in the ticket. Says the migration is done and then closes the ticket. 3. 10/14 I spend hours on the phone talking to Web Hosting explaining the issue and getting the ticket re-opened and more notes are added. 4. 10/20 *** K again fails to read the tickets. Says it is already migrated and closes the ticket. 5. 10/20 I get to spend hours again on the phone with Web Hosting getting the ticket re-opened. More notes added to ticket. Working with Scott he took screen captures of the sample emails and put them in a ZIP file and attached it to the ticket. This supervisor swore to me that with this information that the tech looking at the ticket would have all they needed. 6. 10/22` *** B sends me an email asking for examples of the problem. I know for a fact examples are already in the ticket. Scott added them on 10/20. Confirmed later by a supervisor that all the information needed is already in the ticket. There is nothing for *** to ask for. So he failed to read the ticket. *** M. removes it from the awaiting response status and re-opening the ticket again. I am told the ticket is now marked as priority. 7. 11/17 I sent an email i asking the status since it had been a month and I was told it was now a priority. I got an email from *** P that your Tier 3 team was still looking into the issue. 8. 12/30 After waiting 2 months, I get an email from *** P that he could send a test email, so he closed the ticket. After waiting 2 months for a priority with all the information added, *** again failed to read the ticket and closed it. 9. 12/30 I spend hours again on the phone with Web Hosting support. I ask to talk to a supervisor. I am told by Brooklyn that *** would call me back within about 30 minutes when he arrives at the office. The ticket was re-opened again 10. 12/30 After not hearing anything for 3 hours, I call and get ***. He tells me that he sits 2 seats away from *** and *** is aware of my issue. *** also tells *** to open a new ticket for this issue. The reason I am told is that there is too much information in ticket 5243753 and the techs are not reading it because of that. Let me say that again, they wanted to create a new ticket because the old one had too much information in it. Think about that one. So ticket *** is opened. I am told by *** that *** would call me back that day. 11. 12/30 After waiting all day for the call, I finally call back and get ***. I am told that *** has left for the day. *** tells me that he wil be in at 9am on 12/31 and that if he has not called me by the time that *** got in at 1pm, she would remind him. 12. 01/02 After not hearing from anyone, I called back and happened to get *** again. She confirms that she reminded them to contact me on 12/31 and has no idea why that did not occur. So I am escalated to *** B. I am told by him that I would hear back from *** on 01/04. If not from ***, I would hear from *** or ***. 13. 01/05 After again failing to hear from someone, I start the Complaintsboard.com complaint process. Just to save time, this email issue exists on multiple systems using different operating systems using different browsers. And yes, I am using the correct web login for Rise broadband. This is a technical issue caused by Rise due to the migration and confirmed in the tickets by notes and screen captures. Please do not tell me to flush my cache again. And just to save time, look at the exact examples in the tickets. Passed failures by Rise include: 1. Not reading the ticket and closing it without looking at the issue. 2. Not reading the ticket and assuming it is a problem with every email. 3. Not reading the ticket and instead of looking at the exact examples, simply find the first one by one of the test senders and declared it fine. It is not an issue with new emails generated. It is not an issue with every old email. It only affected some of the migrated emails. You have to have to HAVE TO look at the EXACT examples provided. I have had this email address for over 20 years. There is no way I will find all the random emails affected. Rise Broadband must address this issue Please look into the issue and address it. It is clear to me that the Web Hosting team is working fast and cutting corners. Here are the final totals: Tickets created for the single issue: 2 tickets (5343753 & *** ) Number of times tickets closed without the tech reading it 4 times Number of issues corrected 0 (issue still exists) Number of times I was promised I would hear back from management 4 times Number of times I was called back as promised 0 I have spent over 20+ hours on the phone with Rise Web Hosting on this issue. Please help with this. I have no faith that the Web Hosting team will address this issue unless I get assistance from outside that team.