We know that you count on us to provide worry-free high-speed internet and that is our highest priority here at Rise Broadband. As the situation around the coronavirus (COVID-19) continues to evolve, we’d like to let you know the steps we are taking to ensure the health and safety of our employees so that they can continue to provide you with the highest level of service and support:
Rise Broadband is closely following the U.S. Centers for Disease Control and Prevention (CDC) guidelines and recommendations to help prevent the spread of the virus and implement strategies to protect our workforce and ensure continuity of operations for our customers.
Rise Broadband was deemed an “Essential Critical Infrastructure Provider” and our employees ‘Essential Critical Infrastructure Employees’ by the US Department of Homeland Security.
The guidance identifies workers in certain critical infrastructures and industries that have a special responsibility to maintain a normal work schedule. These industries include workers who conduct a range of operations and services that are essential to continued critical infrastructure viability, including staffing operations centers, installing, maintaining and repairing critical infrastructure, operating call centers, working construction, and performing management functions, among others. The industries they support represent, but are not necessarily limited to, medical and healthcare, telecommunications, information technology systems, defense, food and agriculture, transportation and logistics, energy, water and wastewater, law enforcement, and public works.
This means that regardless of ‘Shelter in place’ and other ‘Stay home’ orders, Rise and its employees will continue to be here for you, keeping you connected.
While our techs will be out, they will be minimizing the amount of work they need to do in a customer’s premise. Prior to entering your home, you will be asked if you or anyone in your home is under quarantine. If the answer is yes, we will reschedule your appointment for 30 days out. Once our tech receives your permission to enter your home, they will be following CDC guidelines and maintaining proper social distance.
Due to health and safety concerns, as well as higher call volumes, you may experience longer than normal wait times for support over the phone.
Technical Support Self Service Options
Video Tutorials available for the following:
- How to Power Cycle/Reboot Your Router and Power Over Ethernet Adapter
- How to Set-up Analog Telephone Adaptor
- How to Set-up Your Router
- How to Access and Set-Up your Rise Broadband My Account Portal
- Check your Data Usage
- How to Set-up and Access Your Rise Voip phone service
- How to Set-up and Access Your Rise Webmail email service
- Check your Data Usage
- Change VOIP Settings
- Run Speed Tests
- Access Your Email
Technical Phone Support and Hours of Operations
Monday-Friday 5am-10pm MT
Saturday-Sunday 7am-8pm MT
Due to health and safety concerns, as well as higher call volumes, you may experience longer than normal wait times for support over the phone. We encourage you to visit My Account for self-service options.
Customer Care Self Service Options
Rise offers Online Billing that is available 24/7. Register today
- Current and historical billing statements available in PDF
- Review current charges and same day transactions
- Make edits to payment and contact information
- Schedule One-Time payments or Enroll in automatic monthly payments to avoid potential Late Fees.
Automated Phone System 844-411-RISE (7473):
- Review balance history
- Make one-time payments using your bank account or credit card
- Schedule payment arrangements and stay connected
Customer Care Phone/Chat Support and Hours of Operations
Monday-Friday 7am-6pm MT
Saturday 8am-5pm MT
Rise is committed to Keeping Americans Connected. If a customer contacts our Care team and has experienced a financial hardship due to Covid19, Rise will offer flexible payment options and can help find other solutions to assist during this period.
As a result of the COVID-19 crisis and customers increased use of data, Rise has implemented a Data Relief Program for customers on restricted data plans. Effective April 1st, no customer on a limited data plan will be charged more than $50 per month for exceeding their monthly data allowance. This program will stay in effect thru May 31, 2020.
Rise has Unlimited Data Plans and may have faster speeds available in your area. Please contact our Customer Care teams to discuss our Unlimited Data plans.
For the safety of the community and our employees, Rise will be minimizing the amount of work they need to do at a customer’s premise. Prior to entering your home, you will be asked if you or anyone in your home is under quarantine. If the answer is yes, we will reschedule your appointment for 30 days out. Once our tech receives your permission to enter your home, they will be following CDC guidelines and maintaining proper social distancing.
Rise Broadband has created a special student discount to help those transitioning to a school-from-home situation due to school and university campus closures. This offer waives Installation fees, provides unlimited data usage, and is eligible for an AutoPayment discount. Details are below:
This student discount is available to students, teachers, and staff of COVID-affected K-12 schools, colleges, universities.
To sign up for this offer please visit https://www.risebroadband.com/
We’re confident our network can handle the everyday customer demands – streaming, gaming, video conferencing, email and web browsing – things that our customers rely on us for. Our 24/7 staffed Network Operations center is continually evaluating peak usage times to ensure network performance and reliability
Rise Broadband’s wireless network has been able to meet the shifting demands of customers and continue to perform well. Rise is continuing to staff our network operations center 24/7 to continuously monitor and ensure network performance and reliability
Rise Broadband is closely monitoring network usage in the most impacted areas. We stand ready to serve customers when critical connectivity is needed most. This is an unprecedented situation and we know things are changing quickly. We are ready to adjust network resources as we better understand any shifts in demand. Our engineers are monitoring the situation closely.
Following the recommendations of the WHO, CDC and other national health authorities, Rise Broadband has restricted non-essential travel for our employees to protect the health and welfare of our employees.
Following the guidance and direction of the U.S. Government, the CDC, we’ve implemented best practices, travel restrictions and alternative working arrangements where possible to protect the health and welfare of our employees.
The health and well-being of our employees are very important and we are taking steps to mitigate risks for Rise Broadband employees. We have thoroughly cleaned our headquarters, call center, and warehouses. We are minimizing our staffing at these facilities and Enabling work from home capabilities for some job functions and regions to keep our employees safe and to reduce the spread of COVID-19. We are following recommendations of the CDC and other national health authorities, and are continuously monitoring the situation.
Rise Broadband’s critical facilities will remain open to maintain uninterrupted service for our customers.
While our installation technicians will need to be out, they will be minimizing the amount of work they need to do in a customer’s premise. Prior to entering a customer’s home, the customer will be asked if anyone in the home is under quarantine for illness. If the answer is yes, we will reschedule your appointment for 30 days later. Once our tech receives your permission to enter your home, they will be following CDC guidelines and maintaining proper social distance.
We will continue to monitor this fluid situation and will ensure that we take every precaution to keep our employees safe.
Not at this time.
Not at this time, we may see shipping responses increase when we purchase new equipment.
We have communicated that we are working as normal to ensure our vendors and customers have the best experience possible. And assuring them we are staffed and able to work through the changes to normal business practice.
Due to our FCC commitment we will not terminate service and will provide best case scenarios to increase bandwidth to home based business accounts.