To trouble shoot and power cycle your Internet, please check the following:
- Make sure the power adapter (also called the Power over Ethernet Cable or Pigtail) for the roof antenna is plugged in and working. (This AC power supply typically has a green LED on it).
- Make sure the physical network cables are connected to the wall plug, the computer and to any other network devices. (Router, or the VoIP Adapter if you have our phone service as well).
- Make sure all network devices are plugged in and have power.
If this does not solve the issue do the following:
- Power cycle the roof antenna or “radio”, by unplugging the power adapter. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the power adapter is plugged into a power strip, power cycle the power adapter itself not the power strip.
- If you have a router, wireless router or other network device, then power cycle the device(s) by unplugging the power. Wait a minimum of 90 seconds and plug the device back in. NOTE: If the router or other network device is plugged into a power strip, power cycle the router/device itself not the power strip.
- Make sure the Internet and network settings for your computer are correct and reboot your computer. If you are connecting wirelessly with a laptop, make sure the wireless feature is turned on, and you are in range of your wireless router.
If none of the steps above work to restore your Internet connection, please contact our Technical Support team at 1-877-910-6207
The speed of your Internet connection and the speed of downloads may be affected by several factors including:
Viruses on your computer:
Viruses often slow your computer’s performances as they demand processing power and use Internet resources because they often send out massive amounts of information over your Internet connection.
Spyware on your computer:
Spyware, like viruses, often slows your computer’s performances because they demand processing power and use Internet resources. They often send out information over your Internet connection.
You may experience what seems like a slower connection as Internet use from your own home increases due to download of large files or multiple users on your home network accessing the Internet connection.
Network management is only activated when congestion is detected on a Rise Broadband Network. In regular intervals, Rise Broadband Network equipment is polled to identify what devices may be experiencing congestion. When a specific device is determined to be congested, the subscribers serviced from that/those network device(s) are analyzed and then managed based on plan and usage thresholds until the congestion has been alleviated, as described more fully below. Subscribers will still be able to do what they want online; in many cases activities may be unaffected. In other cases, subscribers may see reduced speed in downloads or uploads.
Be aware of file sharing software that might allow others to access and download large amounts of data from your computer. Any Peer to Peer (P2P) file sharing clients by default, will share your connection with others on the Internet. Consider configuring such programs to have uploads and sharing disabled.
Under Rise Broadband’s new equipment policy, we will provide our Deco managed router at a cost of $7 per month. We also offer Deco Mesh packages including Premium Wi-Fi for $10/per month and Premium Mesh for $15/per month. Our Technical Support Team will be able troubleshoot all your Internet service equipment and if your Rise Broadband router breaks, we will ship you a brand new router that will be delivered within 5-7 business days. Accompanied with the router are all the materials and instructions for installation. If you need help, you can call our technical support team at 877-910-6207 and a technician will walk you through the process.
Under Rise Broadband’s new equipment policy, we provide a Deco managed router at a cost of $7 per month. We also offer Deco Mesh packages including Premium Wi-Fi for $10/per month and Premium Mesh for $15/per month. If your router breaks, we will ship you a new router that will be delivered within 5-7 business days. Accompanied with the router are all the materials and instructions for installation. If you need help, you can contact our Technical Support team at 1-877-910-6207 and a technician will walk you through the process. If you are already taking advantage of our managed router service, we will continue to maintain, upgrade and replace your equipment as needed.
Some customers were provided different router models that have since been removed from our inventory. In this case, a broken device would need to be replaced with our Deco router, or as a customer you can replace on your own and call technical support to help with installation.
Rise Broadband provides an Internet connection via a wireless antenna system. An antenna is installed on your roof with an attached radio receiver/transmitter. This antenna is pointed at a nearby Access Point tower, and must have a clear line‐of‐sight (no trees, buildings, or hills blocking the path). When you send and receive information over the Internet, it goes over the wireless link from your radio/antenna to our Access Point. From there that information travels over our backhaul, which is a point-to-point wireless link to a fiber‐optic connection connected directly to the Internet. Rise Broadband service has very low latency (or delay) compared to satellite Internet, where signals must travel thousands of miles into space. Rise Broadband is well suited for digital phone (also known as Voice over Internet Protocol/VoIP) and other uses such as VPNs or gaming.
Rise Broadband provides e‐mail accounts that are included with Internet service. They can be accessed via the web or from a PC based e‐mail program such as Outlook Express or Thunderbird. If you already have an existing e-mail account (i.e., Yahoo!, MSN, Hotmail, G‐mail, etc.) you can also access these over the Rise Broadband Internet connection.
To check your data usage, select My Account from the top right of risebroadband.com. At the bottom of the My Account page, click on the Check Usage button.
Your data usage information should automatically populate. If it does not, enter your account information the appropriate fields and then your data usage information will be displayed. Note that there can be a 24 hour delay in registering usage in the system.
Rise Broadband will install a single Ethernet port inside your home. If you have more than one computer, you can take advantaged of the Rise Broadband Managed Router. In addition to providing multiple wired Ethernet ports, the Rise Broadband managed router is also a WiFi hotspot, and allows our Technical Support Team to more-easily troubleshoot all your Internet service equipment.
Should your Rise Broadband Managed Router break, we will ship you a replacement router at no additional charge. Accompanied with the router are all the materials and instructions for installation. If you need help, you can call our Technical Support team at 1-877-910-6207 and a technician will walk you through the setup process.