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Technical

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.

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 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 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 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 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 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 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 is Rise service wired into my home?

​Rise Broadband professionally mounts an antenna on your roof, then runs a CAT 5 wire (phone wire with 4 pairs of wires) down the outside wall of your home (we try to follow a rain gutter to hide the cable). We then bring the wire into your home by drilling a small hole or following an existing entry into the home such as a duct or prior cable, phone or satellite TV installation entry. An Ethernet jack is then installed on the inside of an exterior wall (your computer should have an Ethernet port ‐ all new computers do. An older computer may need an adapter). If you need additional inside wiring to extend the connection into your home, you may need to hire a wiring contractor or may want to consider using a wireless router (available at computer stores) to distribute the connection throughout your home.

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.

I’m moving. How do I relocate my service?

“If user moves during the term of this agreement and would like to relocate the Service, the user must place a relocation request with Rise.
For more extensive information regarding how to relocate services, click here and scroll down to paragraph #11 Moving and Reconnection.”

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 computer requirements for Rise Broadband Internet?

​Recommended requirements: Pentium 233mhz or higher; Windows 98 or higher; 64MB RAM or higher; 100MB free hard drive space. You need to have an Ethernet port on your computer or a wireless router with a wireless card in your computer to receive our service. All newer computers have an Ethernet port; for an older computer you can purchase a card at any computer store to add an Ethernet port. You can also purchase wireless routers and cards at a computer store.

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 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.

Read more information about our managed routers.

What types of speed do I need for different online activities?

“​The size of the average email is about 100 kilobits while the average webpage without video is about 200 kilobits.
A typical video on a webpage may use about 1000 kilobits per second (or 1 Mbps).
An HD streaming video typically ranges between 2.5 Mbps to 4 Mbps.
As you stream video your need for a continuous amount of high speed data connectivity goes up exponentially.”

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.

Read more information about our managed routers.

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””.”

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.

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