General
Can I stream TV and movies, like Hulu or Netflix, with your Internet service?
Yes! Rise Broadband’s high-speed Internet is perfect for streaming movies on Hulu, Netflix, Amazon Video and more.
Can I use a Fax Machine on Rise Broadband’s Active Phone Digital phone service?
Yes, however keep in mind that sending a fax over Voice Over Internet Protocol (VoIP) is less reliable than a standard fixed-line (land line).
Does Rise Broadband provide email accounts?
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 free e‐mail accounts (i.e., Yahoo!, MSN, Hotmail, G‐mail, etc.) you can also access these accounts over the Rise Broadband Internet connection.
Does weather affect the service?
Weather will not cause a degradation of service even in many severe storms. Your connection will remain stable even during winter months or other stormy periods. Heavy rains that are continuous over several hours/days may cause a degradation of service. Wireless Internet access requires a “line‐of‐site” connection from your house to one of our towers. This means that any large trees, buildings or other obstructions may cause a degraded level of service. Our installers do a site survey before installing to make sure that there is a good signal.
How can I check service availability?
To check if service is available in your area, please use the following link: http://risebroadband.com/residential/
How do I access my voicemail?
If someone has left a voicemail message, you will hear a “stutter” dial tone when you pick up the phone. To access your voicemail simply dial your phone number. You will be prompted for a password.
If you are calling from another number (such as a cell phone), press the “*” (star) key when the greeting starts playing, and you’ll be prompted for your password. You can now listen to your messages.
How do I add Residential home phone service to my existing account?
Rise Broadband’s ActivePhone™ digital phone service utilizes VoIP (Voice over Internet Protocol) technology to make
and receive phone calls using your high-speed Internet. ActivePhone™ is available to new and existing customers for
$24.95/month including equipment. To add phone service please call 855-275-9473
How do I cancel my service?
If you need to cancel your Rise Broadband service, please contact our Customer Care team at 844-816-9149.
How do I change my AutoPayment method?
You can access your online account to pay your bill by going to the account page located here.
Under Pay My Bill, Click on Access My Account. You will be directed to a login screen where you will enter your username and password.
In your dashboard, select Pay Bill. You can make a one time payment or sign up for AutoPay.
For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
How do I change my billing preference to paperless?
You can easily switch to paperless billing through your online account. To enroll, login to your account and update your billing preferences in your account profile.
For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
How do I change my Netflix playback quality?
Step 1. Log in to Netflix in a browser. Hover your mouse over the user profile that is currently viewing.
Step 2. Click on “Your Account.”
Step 3. Click PLAYBACK SETTINGS
Step 4: Select your desired quality
Step 5: Click SAVE
How do I change my password?
To retrieve forgotten username, enter your account number here.
To retrieve forgotten Password, enter your username here.
If you are still experiencing difficulty, please call our Technical Support team at 877-910-6207 .
How do I change my payment method?
To speak with a representative regarding billing, including updating your payment method, call our Customer Care team at 844-816-9149.
How do I change my WiFi password on my Rise Broadband Managed Router?
For technical support, including resetting your WiFi password on your Rise Broadband Managed Router, please contact our Technical Support team at 877-910-6207 .
How do I check my data usage?
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.
How do I confirm my payment was received?
If you have questions or concerns regarding billing, please contact Customer Care at 844-816-9149
How do I connect multiple computers to the connection?
Rise Broadband will install a single Ethernet port inside your home. If you have more than one computer, you can take advantage 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 877-910-6207 and a technician will walk you through the setup process.
How do I connect my gaming system, to the internet? The system doesn’t see that the wi-fi available.
If you are experiencing technical difficulties connecting a gaming device to the Internet, please contact our Technical Support Team at 877-910-6207 .
How do I find out what my monthly payment will be?
Your monthly payment can be found on your Rise Broadband My Account Portal.
For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
How do I find the Terms and Conditions?
You can view Rise’s Broadband Internet Terms and Conditions by clicking here.
How do I fix my internet connection?
To trouble shoot and power cycle, please check the following:
1. 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).
2. 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).
3. Make sure all network devices are plugged in and have power.
If this does not solve the issue do the following:
1. 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.
2. 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.3. 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 Technical Support at 877-910-6207
How do I login to my phone service portal?
Go to https://voice.risebroadband.com/Login.aspx. Your login is your 10-digit phone number and your password is the four digits printed on the front of your phone adapter. If you need assistance in retrieving your password, please contact our Technical Support team at 877-910-6207.
How do I make a payment?
To make a payment, you need to access your online account located here. Under Pay My Bill, Click on Access My Account. You will be directed to a login screen where you will enter your username and password. In your dashboard, select Pay Bill. You can make a one time payment or sign up for AutoPay.
For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
How do I recover my Rise Broadband account Username and Password?
Assure you have registered your account for our online portal. For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
To retrieve forgotten Rise Broadband account Username, enter your account number here.
To retrieve forgotten Rise Broadband account Password, enter your username here.
If you are still experiencing difficulty, please contact the Rise Broadband billing department at 844-816-9149 .
How do I set up auto-payments?
How do I set up AutoPay?
You can access your online account to pay your bill by going to the account page located here.
Under Pay My Bill, Click on Access My Account. You will be directed to a login screen where you will enter your username and password.
In your dashboard, select Pay Bill. You can make a one time payment or sign up for AutoPay.
For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
How do I switch to paperless billing?
How do I test my Internet speed?
Rise Broadband subscribers can complete an online Speed Test here.
How do I troubleshoot my internet?
To trouble shoot and power cycle, please check the following:
1. Make sure the power adapter (also called the Power over Ethernet Cable) for the roof antenna is plugged in and working. (This AC power supply typically has a green LED on it).
2. 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).
3. Make sure all network devices are plugged in and have power.
If this does not solve the issue do the following:
1. Power cycle the roof antenna or “radio”, by unplugging the power adapter. Wait a minimum of 60 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.
2. 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 60 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.
3. 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 Technical Support or call directly 877-910-6207.
How do I upgrade my service online?
Currently the best way to see if you qualify for an upgrade online is to call 855-275-9473 to speak with a Rise Broadband representative.
How do I view my statement online?
How does Rise Broadband Internet differ from standard dial‐up?
Unlike dial‐up, our service is always on. This means that there is no dialing, no waiting, and no need for a second phone line. In fact, our service doesn’t require a phone line at all. There is also a dramatic difference in speed ‐ Rise Broadband is over 100 times faster than dial‐up service.
How does Rise Broadband Internet service work?
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.
How long will does it take to set up service?
We can typically have service installed within several days of placing an order. Once we’ve determined that the service will work at your location, it takes about 2‐3 hours to complete the installation.
I am having difficulty using online bill pay.
Watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video found here.
If you are experiencing technical difficulties with online bill pay, please contact our Billing Department by phone 844-816-9149.
I am moving, what do I need to do to set up service at my new house?
For information regarding how to relocate services, click here and scroll down to paragraph #11 Moving and Reconnection.
I have been trying to set up AutoPay and it isn’t working for me.
The following video will give you a walk through on how to set up AutoPay. Click to watch “How to Access and Set-Up your Rise Broadband My Account Portal”.
If you continue to have difficulties, give us a call at 844-816-9149 to speak with a Rise Broadband representative.
I have questions about my bill.
Previous statements, information about your AutoPay method and your amount due can be found on the billing portal. For further help watch our “How to Access and Set-Up your Rise Broadband My Account Portal” video.
If you have further questions about your account or paying your bill, you can call 844-816-9149 to speak with a Billing Representative Monday – Saturday 7am – 8pm MT.
I have reset my router several times and cannot connect!
To trouble shoot and power cycle, please check the following:
1. 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)
2. 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).
3. Make sure all network devices are plugged in and have power.
If this does not solve the issue do the following:
1. 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.
2. 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.3. 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 Technical Support directly by calling 866-988-7163.
Is there a fee for canceling my service early?
You may terminate your service for any reason effective at the end of a calendar month by providing notice to Rise Broadband at least thirty (30) days prior to the requested termination date.
However, if you agreed to a service that had a minimum term commitment and you terminate prior to the end of the service term, you will be subject to an early termination fee.
For example, two-year service contracts may be subject to a $250 Early Termination Fee and one-year service contracts may be subject to a $125 Early Termination Fee.
My digital phone service isn’t working. How do I get help?
If you require assistance with your phone service, give us a call at 877-910-6207 .
My service is not working. How do I get help?
For immediate assistance regarding your service, please call our Technical Support team at 877-910-6207 .
Technical Support is available Monday – Friday 5 am – 10 pm, Saturday – Sunday 7 am – 8 pm (MT)
Router has a solid orange light, and internet is down. Any suggestions?
“To trouble shoot and power cycle your Internet, please check the following:
1. 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).
2. 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).
3. Make sure all network devices are plugged in and have power.
If this does not solve the issue do the following:
1. 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.
2. 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.3. 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 Technical Support at 877-910-6207
What are the rates for International calls?
With Rise Broadband’s digital phone service, you get free International calling for up to 300 minutes of calls made per line (ActivePhone™ and ActivePhone for Business™) or concurrent call session (Enterprise Cloud PBX™) to landlines in these 64 countries: Andorra, Argentina, Australia, Austria, Bahrain, Belgium, Brazil, Brunei, Bulgaria, Canada, Chile, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Estonia, Finland, France, Georgia, Germany, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Israel, Italy, Japan, Latvia, Luxembourg, Macau, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Panama, Peru, Poland, Portugal, Puerto Rico, Romania, Russia, Saipan, San Marino, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, and mobile phones in these 13 countries: Brunei, Canada, China, Guam, Hong Kong, India, Macau, Malaysia, Puerto Rico, Saipan, San Marino, Singapore, South Korea.
For calls outside of these countries, you can check the rates by logging into My Phone Settings and clicking on International Rates.
What does the Equipment Rental Fee cover?
The Equipment Rental Fee covers the cost to support, maintain and replace all Rise equipment inside and outside of the home. This includes the Network Radio and the maintenance of the connection between the tower and the customer’s home. Technical Support will troubleshoot, upgrade, and replace any faulty Rise Broadband equipment as needed.
What happens if I missed a bill payment?
A $20.00 late fee applies if a payment is made after the bill due date. After 50 days of delinquency, internet service will be disconnected, except for access to your online account in order to pay the bill. A $35 reconnection fee will apply. To ensure account remains in good standing, feel free to use one of free payment options: Automated phone payment, pay online, Autopay, Bill Pay through your bank or by check.
What happens if my router breaks?
Under Rise Broadband’s new equipment policy, we will provide our managed router service to you at no additional cost. If your router breaks, we will ship you a new router that will be delivered within 3-5 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. If you are already taking advantage of our managed router service, we will continue to maintain, upgrade and replace your equipment as needed.
What Internet speed do I need to have to use my Amazon Fire stick?
To get the most out of your Amazon Fire TV Stick, you will need a broadband connection with a minimum of 3 Mbps for SD (standard definition) streaming, and a minimum of 5 Mbps for HD video streaming.
What is line of sight?
Fixed wireless service requires line of sight access between the antenna on your home and one of our towers. Obstructions from hills or trees can prohibit Internet from being installed in some locations. Before your internet can be installed, a technician will come out to your home to confirm line of sight and the ability to provide a clear signal.
What is paperless billing?
By enrolling in Paperless Billing, you agree to receive your monthly bills at the email address you designate.
Its more secure than receiving a paper bill in the mail, benefits the environment and helps avoid late fees!
To enroll, login to your account and update your billing preferences in your account profile.
What is Rise Support?
Rise Support is a service plan that provides affordable, 24/7 support and coverage for your computer or laptop.
Identify and fix hardware/software errors Identify and assist with networking issues Supply standard replacement parts and in-home labor to repair one covered device as often as needed, not to exceed $500 per year per covered device. Provide access to Rise Support 24 hours a day, 7 days a week. Learn More and compare plans!
What is the cancellation policy for Rise Support Service? What about the Premium Technical Support Service Plan?
Unless you have recently had a hardware repair using Rise Support, you can cancel the Rise Support Service Plan at any time. This is the same policy for the Premium Technical Support Plan.
What is the Carrier Recovery Fee?
The Carrier Recovery Fee helps cover cost associated with building and maintaining Rise Broadband’s Internet Network. For more information regarding Carrier Recovery costs, click here.
What taxes and fees are subject to change?
Rise has the right to change its Service fees and to add new fees at any time, upon notice to the user. Notwithstanding the foregoing, if the user agrees to a Service Term of one (1) year or more, then the user’s base monthly Service fees shall not be subject to change during the Service term, but Equipment fees and other fees are still subject to change.
Please refer to Rise Broadband’s Additional Fees and Payment Terms Disclosure Statement
What would be the advantage to renting a router vs buying my own?
Under Rise Broadband’s new equipment policy, we will provide our managed router service to you at no additional cost. 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 3-5 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.
Where do I access and manage my phone service?
You can manage your phone settings such as call forwarding numbers, accessing voicemail and checking your call history by visiting https://voice.risebroadband.com/Login.aspx.
Where do I find information to set-up my phone for ActivePhone Messaging?
“To change your voicemail greeting or access messages, simply dial your phone number. You will be prompted for a password.
If you are calling from another number (such as a cell phone), press the “*” (star) key when the greeting starts playing, and you’ll be prompted for your password. You can now listen to your messages. You can follow the additional prompts to change your greeting.
To set up call forwarding to either another phone number or an email address (ad a digital wave file) please visit https://voice.risebroadband.com/Login.aspx and select “”One Number Access””.”
Where do I find the mailing label to return Rise Broadband equipment?
You can access the label by clicking here.
Why does my Internet connection seem slow?
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.
Network traffic:
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.
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.
Why was there a rate increase?
To meet the increasing demands on our network and to continue to improve the reliability and speed of your Internet experience, we have found it necessary to implement company-wide rate changes.
Still have a Question?
Visit our Help & Support Page for a full list of contact options. View Help & Support →