Complaints

This profile includes complaints for Rise Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rise Broadband

  61 Inverness Dr E STE 250 Englewood, CO 80112-5147

  
• 

  Rhino Communications

  1026 W. Main St Durant, OK 74701

• 

  Rhino Communications, Inc

  7047 Freemont Street Dallas, TX 75231

• 

  Rise Broadband (formerly Digis)

  727 E Utah Valley Dr. Ste 101 American Fork, UT 84003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We not only would we like our measly $59.71 we would like Rise to better serve their customers. We cancelled our account on June 10, 2025 and the check would be in the mail shortly. On June 30, 2025 we called Rise to let them know we had not received our check. We were informed the "check went out last week". On July 14, 2025 we called Rise again and informed them we still had not received our check. After much checking, we were told "the check had been returned to them". In the may years we were the customers, we have always had the same address. After much conservation, they said they would send the check back out. Today is now July 21, 2025, we have not received our check. Their customer service needs much improvement.

  

  Business Response

  Date: 07/25/2025

  Thank you for reaching out to us through the BBB.
  We sincerely apologize for the miscommunication regarding the timing and status of your refund. After reviewing your account, we can confirm that your refund check is scheduled to complete processing and was put in the mail on July 25. Please allow up to 2 weeks for **** delivery.
  We appreciate your patience throughout this process and thank you for the opportunity to review and address your concerns.
  ****** ********-*******
  Executive Services
  
  ***********************************************************************************************
  
  E: ***************************************************************
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/04/2025

  We are not needing our case to be reopened, we are sending this to keep our claim open. Today is Thursday, July 31, we have not received our refund check that was supposably mailed (again, 3rd time) on July 25. We would still like changes made to the company customer service practices. What has happened with us is extremely unacceptable and needs to change going forward for their current and new customers. 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Rise Customer for a while since they have started up in my area as they PROMISED fast speeds with no interruptions nor mishaps that most had in my area, so I signed up with them under that pretense that their service would be the better option, however soon into it I realized that they were in fact NOT the superior service as they had constant outages and slow speeds. I then filed a BBB complaint. Now I am here again because once again they have resorted to the same tactics. My speeds are constantly down, I'm not getting 1% of my speeds when i want to use the internet, my package is a 1GB plan and when I want to use the internet I am only getting 1MB, I try to talk to staff and management but both talk to me like I have no idea what is going on and keep me in a constant loop of troubleshooting, even when the only possible solution would be to have a tech come out, time and time again they have proved that they been unreliable and unable to assist properly with the service that they are providing, I'm getting fed up with ********** and "Advanced Support Teams" treating me like I am completely brainless and negligent to what is going on, with all this happening they are still wanting regular payments as per usual but will off-load their tech work to a contractor that could possibly mess up the systems even more. In the year 2025 for management and support to treat customers like this with little to no regard is quite disingenuous when you've made your whole pitch around being the "best" in the area. I would rather take my chances with 1989 Dial-Up.

  

  Business Response

  Date: 07/25/2025

  Dear Mr. ********************* you for reaching out to us through the BBB.
  As of your most recent technician visit on July 18th, we completed work to clean and replace key equipment components at your location. As discussed,following that visit, you shared that service improved only briefly and that you continue to experience the reported service concerns. In response, we are actively working with technical teams to further investigate these issues and identify a lasting resolution.
  Regarding billing, a credit of $43.86 was applied to your account to reflect the documented three-week period of service issues. We recognize your concerns and will continue to review your account as we work toward a resolution to ensure your billing accurately reflects your service experience.
  We regret any inconvenience this experience has caused and are committed to resolving the matter. Thank you again for bringing this to our attention.

  ****** ********-*******
  Executive Services
  
  ************************************************************************************
  
  E: ***************************************************************
  
  

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Internet went down on 7-13-25. My wife works from home and hasn't been able to work the last 3 days and is in jeopardy of losing her job. I've spoken with **************** every day and keep getting the issue is being worked on with no *** or information because the *** doesn't know.

  

  Business Response

  Date: 07/23/2025

  July 18th,2025
  ***** Speak
  *********************************************,
  ***************
  Attention:***** *****
  Phone: **************
  
  RE:  BBB Case #******** Outage
  
  Dear ***** Speak,
  
  As we discussed during our phone call yesterday, I wanted to follow up regarding an important service update.
  
  on Friday, July 18th, Rise notified customers in your area that, due to circumstances beyond our control, we will no longer be able to provide service in your region as of July 13th. We understand how disruptive this may be, and we truly regret the inconvenience.
  
  To help ease the transition, we will be issuing a refund for the last month of service.
  
  Thank you for being a valued customer. We appreciate your understanding in this matter.
  
  Best Regards,
  
  ***** *******
  Executive Services Specialist
  E: ***************************************************************
  Leave us a review online!  Google  |  BBB
  

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible service. I have been without internet for over a week. It took Rise Broadband 8 days to send a technician out, only for the technician to say that Rise Broadband's towers will no longer be able to provide internet to my home. Making matters even worse, Rise Broadband refuses to offer a full refund for the month where I've been without service.

  

  Business Response

  Date: 06/05/2025

  June 4th, 2025
  ***** *****
  *****************************************************************************************
  Attention: ***** *****
  Phone: **************
  
  RE:  BBB Case #******** Poor Customer Experience
  
  Dear ***** *****,
  
  Ive tried reaching you by phone to discuss your concerns but havent been able to connect. I want to sincerely apologize for both the delay in scheduling a technician and the experience you had during the service visit.Thats not the level of service we aim to provide, and I regret that we didnt meet your expectations. We expect our technicians to deliver courteous and reliable support, and I truly appreciate you bringing this to our attention.
  
  We have credited the entire month of May to your Rise Broadband account.
  
  Wed like to schedule a visit from a different technician to reassess your service including checking connectivity to nearby towers and exploring ways to improve your current setup. If you'd like to arrange that appointment or discuss anything further, please don't hesitate to reach out to me directly at ***************************************************************.
  
  We appreciate you bringing this to our attention. Your feedback is important and helps us improve our service.
  
  Best Regards,
  
  ***** *******
  Executive Services Specialist
  E: ***************************************************************
  Leave us a review online!  Google  |  BBB
  

• Initial Complaint

  Date:05/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called today to get a quote on internet and the customer *** was extremely rude and demeaning. I told him I didn't want to schedule a tech because I wanted to think on the price and he was extremely rude told me why are you calling if you don't want the **** internet and then hung up on me. This is a major problem I will not EVER be using rise broadband after my experience and would like a formal apology from the business for the behavior of the employees. *** this is the third time trying to call and being disconnected your business is a joke.

  

  Business Response

  Date: 05/23/2025

  May 23rd, 2025
  *** *****
  **, 84320
  Attention: *** *****
  Phone: **************
  
  RE:  BBB Case #******** Poor Customer Experience
  
  Dear *** *****,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  As we discussed during our phone call, I want to express my sincere apologies for the experience you had when contacting our team. At Rise Broadband, we hold our agents to high standards of customer service, and it's clear we fell short in this instance. I truly regret that we did not meet your expectations.
  
  We appreciate you bringing this to our attention. Your feedback is important and helps us improve our service.
  
  Best Regards,
  ***** *******
  Executive Services Specialist
  E: ***************************************************************
  Leave us a review online!  Google  |  BBB

  Customer Answer

  Date: 05/23/2025

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last week I call rise tech support for a service outage *** general slow speed. I have called many times in the past 3 years for similar issues. I was told by tech support that I had very strong signal to the tower and they would have to come out to my house to the equipment. The following day I received a phone call from tech support and I was told all of my speed issues were a result of the tower equipment and they would be replacing the tower equipment soon. I went on to discuss my speed issues. I have been paying for 100mbs for over 3 years now and never would have above ***** mbs. The tech told me that they did not have nor offer 100mbs in my area. So I call customer care seeking a refund of the difference from 100mbs to 50mbs. They can't supply the speed I was paying for. The difference was a total of about ***** in plan fees for the past ************************************************* 3 months of billing corrections not the full 36 months I have been paying for service they can not provide. I thought that was ridiculous and asked to escalate my request. I was told I couldn't reach anyone higher and that was all they could do.

  

  Business Response

  Date: 04/24/2025

  4/24/2025
  ****** ********
  23175 *************,
  ******, CO 80808
  Attention: ****** ********
  Phone: ************
  
  RE:  BBB Case #******** Billing Dispute
  
  Dear ****** ********,
  
  Thank you for contacting us through the BBB. 
  
  As we discussed over the phone, Rise Broadband was unable to reliability provide the up to 100mbps service that was being paid for and sincerely apologize for any inconvenience that this may have caused. We work continuously to improve speed and reliability of our network,and upcoming work is planned in your area, with the intent of improving the overall service quality we can provide.
  
  In recognition of the issues experienced, we have provided a $250 credit and a $10 discount for the next 12 months to your Rise Broadband account. We have also changed the service to our up to 50mbps with ************** for a discounted rate.
  
  Thank you for your time and patience in this matter, and for being a valued Rise Broadband customer.
  
  Best regards,
  
  ***** *******
  Executive Services Specialist
  E: ***************************************************************
  Leave us a review online!  Google  |  BBB
  

  Customer Answer

  Date: 04/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I'll also make it clear on the record that this deal made was not for a full refund as rise did admit fault but refused to refund the entire amount.  Simply put I paid for a service that they could not provide.  I settled for a lower amount to resolve quickly. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rise Broadband is my internet service provider at the referenced address. Since March 1, 2025, I have been completely without service for multiple days, on two occasions, and spotty at best service the rest of the time. I currently pay $144 per month for 50mbs service. Usually, I am lucky to be able to receive 15 - 20 mbs service, many times below 10 mbs. They do not voluntarily offer credits for the time you are without service. You must contact them in order to receive one. Their tech support/customer service **** cannot give you any info as to when service will be restored or what the issue is, and call-backs from management take at least 24 hrs. I utilize medical equipment that is dependent on reliable internet service. This whole thing is VERY frustrating.

  

  Business Response

  Date: 04/17/2025

  Thank you for reaching out through the BBB.
  Upon reviewing your account and service history, we found that network-related issues began affecting your service in early March.We're happy to share that these network issues have since been resolved, and our technicians have not observed any further service interruptions.Additionally, our technical team identified and corrected a configuration issue with your router. We hope these adjustments have resulted in improved service quality.
  To address your billing concerns, we have updated your account to our loyalty plan, as discussed. Beginning with your next billing statement, you will receive 50 ********************** at $64.23/month.
  We appreciate your patience throughout this situation and thank you for the opportunity to continue serving you.

  ****** ********-*******
  Executive Services
  
  ********************************************************************************************
  
  E: ***************************************************************
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 26, 2025, an unidentified male approached my home with wi-fi services. I asked for a business card to help gain trust, yet the male was not able to provide me with any further information, besides his cell phone which showed "Rise Broadband" details. Reluctantly, we decided to proceed with service due to the savings offered. I was told due to the weekend, that I would be getting an email about service dates soon. On January 28th, service was supposedly set up. When techs were at my home, my husband tended to them. No passwords were provided, but he was also told cables needed to be buried for the service. Which led me to believe service was not yet established. Recently, about a week ago, we came home to what appeared to freshly buried cables. No one followed up to let us know we were ready to go and begin using service, so we waited. On February 19th, I decide to attempt getting answers by logging into my account. At this time, I noticed a total fee of $85.84. Upon initial set up, I was told I'd only pay $35. This fee is more than double now, and I have not even been able to use service to date. I attempted speaking to customer service in regards to my issue on February 20th, and after speaking to management, I was still not assisted in helping ease the burden caused by their lack of professionalism, and lack of good, trustworthy business practices. I'm simply asking for a reimbursement of the extra fees accrued. As of today, I have paid my statement balance of $40.42 and wish to terminate service. Unfortunately, I have been mislead and misinformed and do not wish for this to happen to other innocent customers.

  

  Business Response

  Date: 02/25/2025

  Dear ******* ******,
  Thank you for reaching out through the BBB. I sincerely apologize for any confusion or frustration this situation may have caused.
  Upon reviewing your account, I understand there was a miscommunication regarding the service setup and billing. We offered a two-week credit for the inconvenience.Our records indicate that this offer was declined in favor of cancellation.
  Regarding your first billing cycle, the totalincluding taxeswas $40.42 ($35.00 pre-tax). This covered the service from January 28, 2025, to February 27, 2025.The second invoice you received included that same service period the upcoming service period of February 28 March 27.
  Rise Broadband sends statements two weeks in advance of our service periods, which is why you received two so closely together, and why it may have appeared as though your price changed.
  We sincerely apologize for the confusion. We hope that we can re-earn your trust and your business. If you choose to reinstate your service, we are more than happy to assist to ensure that the process is smooth. 

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

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22970375
  
  I am rejecting this response because:

  As of February 21st, I have already terminated my service.  A credit will serve me no good when I've stated I wish to terminate service. I appreciate the offers, but my decision to terminate and not reinstate service is final. I've taken care of my $45.42 balance so that my account can be in a good standing. Although, I never should have been charged this fee for service I never had/used. After speaking to a much more understanding representative on February 21st, he did offer to refund the $45.42 in the form of a check mailed to my home address. I accepted this refund, as this is all I have been requesting from my initial call with the two young ladies who did not wish to help with my request on February 20th. I truly hope that Rise Broadband can fulfill this request. I am looking forward to receiving my refund in a timely manner. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** (formerly Digis in my area) since 2013. The Plan I had when I was with Digis who I believe Rise broadband purchased was an unlimited plan. When **** purchased my contract, they "accidently" changed my plan to a limited plan. As soon as I realized I was paying more than I contracted, I notified them, and they corrected the overcharges and fixed my plan "back to the unlimited plan" this was in 2013. Until October of 2024 I never received a bill higher than the "agreed unlimited plan rate" (started in 2013 as $59 but has increased to $75) of $75 Octber my bill was $83 then $113 in Nov, $283 in Dec, & $233 in Jan.I called to find out why & was told my plan was a limited ******** had gone over. I Allways have had unlimited data they said I had not? This cannot be the case for many reasons (1) between ********* I had a teenager living here & never went over? (2) 2018-Aug of 2024 the 2 adults in the household had never gone over? But suddenly I have gone over 4 months in a row. They said I chose that *********** could not do anything for me. Then they *** said that the one payment of $83 was not an over limit, it was a computer mistake that all plans got accidently charged but the where only ***aying people who called. after ***lacing my internet provider, I called spoke to a supervisor who informed me they are NOT allowed to do any financial corrections for over ************** could transfer me to continue my ********************* else.They owe me $412 in overcharging my unlimited service

  

  Business Response

  Date: 02/20/2025

  2/20/2025
  ****** ******
  ***********,
  Blackfoot, ID *****
  Attention: ****** ******
  
  RE:  BBB Case #******** Billing Dispute
  
  Dear ****** ******,
  
  As we discussed over the phone, Rise Broadband does not have any record of your up to 5mb plan being on an ************** plan or any indication that the plan was changed until it was upgraded to an up to 50mbps with ************** when speaking with one of our agents on January 9th, 2025.
  
  Regarding the agent who discussed the $83 payment that was made on October 2nd, 2024, I would like to apologize again for any misinformation provided. Rise Broadband went through a rate increase which increased the price of the service by $8.00,going from $75.00 to $83.00 per month.
  
  There was a separate error which caused data overages to be delayed by one to two billing cycles,resulting in some of our customers seeing two different data overage charges in one month. In the event that a customer contacted Rise about these charges,we would offer to waive one of the overages as a courtesy due to any confusion this caused, even though the charge is valid.
  
  As the service was upgraded to an ************** plan on January 9th, 2025, we have waived $200.00 in data overages and will refund this to the mailing address on file.
  
  We sincerely hope this provides clarification to your concerns, thank you for having been a long-time valued customer!
  
  Best regards,
  
  ***** *******
  Executive Services Specialist
  E: ***************************************************************
  Leave us a review online!  Google  |  BBB
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22880516
  
  I am rejecting this response because:

  The claim is when I signed up for service in 2013 I chose a limited plan priced at the EXACT same price as an unlimited plan.  They also claim that it is possible that for over 11 years with a teenager and 2 adults in the house for 8 of them we never once had a overage of 5mb of data until it was only 2 afults working out of the home50-60 hours a week,  the EXACT 3 months following a plan "pricing" change in OCT of 2024.  This "plan pricing " change definitely changed plans from unlimited to limited. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We cancelled our service and turned in the equipment with a ************ on December 29, 2024, I received an email February 2025 stating a past due balance. When I called to ask why our account was still active they said no one called and cancelled the service. My partner turned in the equipment with a Rise employee, but they had no record. So I am left paying for a service at a place I did not live.

  

  Business Response

  Date: 02/10/2025

  Dear ****** *********,
  Thank you for reaching out to us through the BBB regarding this matter. After a thorough review, we were unable to verify that a cancellation request was submitted prior to February 3, 2025.
  Per our standard policy, customers must contact us directly to request cancellation and ensure they are no longer subject to billing. As there is no record of an equipment return or account cancellation before the provided date, we have confirmed that the charges in question are valid. The remaining balance on the account stands at $0.00, following your payment processed 2/4.
  Best,
  ****** *******
  Executive Services
  
  619 SW 14th St
  *******************
  
  
  E: ***************************************************************  
  
  
  
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22897159
  
  I am rejecting this response because: I turned in the equipment to a Rise Broadband employee in December.
  
  Sincerely,
  
  ****** *********