ripplefiber.com

Ripple Fiber (Hyper Fiber) – HORRIBLE EXPERIENCE

I don’t even know where to begin with this company, but let’s start from the beginning…First – They scheduled an installation appointment for March 9th, with the tech supposed to arrive between 8am–12pm MT. He shows up around 1pm. Strike one.Second – The tech starts inspecting the site and finds their NID box (outside next to the electrical boxes). He immediately starts complaining to me that it might not be installable because their own team placed it too far from my networking gear. He literally asks me why it wasn’t installed closer… like I have any clue! No one from their prep team ever asked where I’d want it—they just showed up a week earlier, said they were prepping the house for fiber, and left. How is any of this my fault? Anyway, he eventually runs the line all the way across the house to make it work. But his whole attitude and unprofessionalism here was trash and didn’t inspire any confidence in his skills. Strike two.Third – Finally gets the service hooked up, internet works… great, right? Wrong. Things went downhill fast. I told him I wanted to use my own enterprise router (Ubiquiti Dream Machine Pro) that’s already handling my whole house with APs. Holy crap, what a struggle. He spent another TWO HOURS fumbling, calling/texting his colleagues for help. It got so bad I had to jump in and explain things to their support over the phone/text just to clarify what was needed. Long story short: Ripple requires PPPoE authentication on the Nokia ONT to pass traffic to my router. It only worked when they hooked up THEIR router to the ONT. The whole troubleshooting dragged on until about 5pm MT—that’s FOUR HOURS total for a simple install, and even then, it never properly worked with my equipment. Strike three.(Note: I have two buddies in Firestone with the exact same Ubiquiti setup who got Ripple/Hyper Fiber recently. They had PPPoE issues too, but eventually got it working. So I know it’s possible. Clearly the tech I got wasn’t technically up to the task and needed hand-holding the whole way by me and his team.)Fourth – Frustrated, I reached out to support myself late that night (around 11pm MT) and opened Ticket #3040022 to fix why nothing was passing to my router. Worked with a rep over the phone—we double-checked the PPPoE username/password (all correct on both ends), she reprovisioned the ONT twice (each taking ~15 minutes; first one failed). Between attempts, she said she’d call back in 15 minutes after the first reprovision… never did. I waited a full hour, gave up, called back, and got the SAME rep. When I asked why no callback, she said the first reprovision failed so she tried a second one. Fine, but why no communication?! A quick call to update me would’ve been professional. She couldn’t fix it, escalated to L2, said they’d call first thing next morning (9–10am MT) to resolve over the phone. Strike four.Fifth – You can guess what happened… no call. I had to chase them around 1:30pm MT. Support said they’d need to send a tech out, scheduled for 8am MT the next day. At this point, I’m beyond annoyed—this is one of the worst ISP experiences of my life, and that’s saying something. Strike five.Sixth – Next day, I’m up early to make sure I don’t miss the guy. 8am comes… nobody. I wait an extra hour, nothing. Call at 9am, they say the tech’s late and will be there in 30 minutes. I ask why no one calls with updates when they’re running late—professional courtesy, right? She has no idea, but promises arrival soon. Spoiler: They didn’t show until ~12:45pm MT—almost FIVE HOURS late! And get this… they sent THE SAME TECH who couldn’t get it working the first time. I knew this was doomed. Strike six.Seventh – He starts troubleshooting the ONT-to-router issue again. I remind him others with my exact setup got it working, so this shouldn’t be rocket science. He tries a bunch of stuff—resetting the ONT multiple times, confirming credentials (which were right), leaving and coming back—but nothing. Then the kicker: After more phone time, he tells me flat-out that he and his team can’t fix it and it’s MY SYSTEM causing the problem. I calmly push back, saying my buddies with identical gear are fine on Ripple. He doubles down, blames me. (His English isn’t great, so communication was rough too—no shade, just facts.) At that point, I told him to just cancel the service since they clearly couldn’t make it work. He goes to his truck, comes back 15–20 minutes later, and says “Cancel your service” like it’s no big deal. Washed his hands of it and left. I shut the door, ripped out all their equipment, and was furious. Never been treated this poorly by any company. Strike Seven. To sum it up: Ripple (Hyper) Fiber is hands-down the WORST ISP (worst company, period) I've ever dealt with its not even close. Worse than Xfinity by a mile. Completely unprofessional.

Date of experience: Mar 11, 2026