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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:

Customers

How is Rise Broadband responding to the COVID-19 outbreak?

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.

Where can customers go for Technical support?

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:

Other Services Available Online 24/7:

  • Check your Data Usage
  • Change VOIP Settings
  • Run Speed Tests
  • Access Your Email

Technical Phone Support and Hours of Operations
877-910-6207
Monday-Friday 5am-10pm MT
Saturday-Sunday 7am-8pm MT
Email: Support@risebroadband.com

Where can customers go for Billing Support?

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

Online Billing

  • 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

844-816-9149

Monday-Friday 7am-6pm MT
Saturday 8am-5pm MT
Sunday CLOSED

Email: billing@risebroadband.com

Live Chat

How is Rise Broadband helping customers with Data usage during this COVID-19 crisis?

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.

What if I need to schedule a Service Call?

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.

Public Sector

Network

Is your network prepared to handle the increase in traffic?

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

How has Rise Broadband’s network been impacted?

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

What are you doing to prepare your network for more people working and schooling from home as businesses and schools close their facilities?

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.

Employees

Does Rise Broadband have any travel bans in place?

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.

What are you doing to prepare and protect your 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.

Business/Enterprise