Review Time
Had to phone twice to cancel my order, one chap who I spoke to promised he would call me back the following day but didn't, the second time I called, I spoke to a charming lady called KIM, she was pleasant, professional and polite and sorted everything out for meThank you Kim.
My call handler Jill was very professional and extremely helpful. Jill was welcoming and put me at ease. Jill spoke through my options with me and helped me make a good choice regarding my broadband choices. I can only hope the broadband matches Jill’s great customer service
Customer service was really helpful told me everything I wanted to hear just to get a sale, was with sky but I moved and could no longer use them due to open reach would need to dig up our garden and a public footpath, we are in a council property and would have to sign a permission form. So spoke to Chris at rise and was told my equipment will turn up on a Wednesday then literally plug it in and go.I then received a email 3 days before set-up from city fibre saying that’s not the case they also may have to dig up our garden etc. fortunately they didn’t but did have to do work I was not expecting and the lads from city fibre was amazing
Customer service was really helpful told me everything I wanted to hear just to get a sale, was with sky but I moved and could no longer use them due to open reach would need to dig up our garden and a public footpath, we are in a council property and would have to sign a permission form. So spoke to Chris at rise and was told my equipment will turn up on a Wednesday then literally plug it in and go.I then received a email 3 days before set-up from city fibre saying that’s not the case they also may have to dig up our garden etc. fortunately they didn’t but did have to do work I was not expecting and the lads from city fibre was amazing
I’ve had around two weeks of significant issues since joining Rise Fibre on an Openreach full-fibre line. I am moving to a new ISP after giving notice in my cooling off period.Initially I suspected their use of CGNAT (no public IPv4 address) was the cause. To their credit, Rise provided a static IPv4 address free for two years (normally £5/month), but unfortunately this did not resolve the problem.After extensive troubleshooting, the connection only became stable when I manually reduced advanced packet size settings on my own router. This effectively forces the connection to run below normal performance levels just to work reliably.Because Rise’s supplied router locks these settings, most customers will never see this behaviour. It is likely the ISP router is automatically compensating behind the scenes rather than the underlying issue being fixed.👍 Positives• Competitive price• Uses Openreach FTTP• Static IPv4 offered free for two years when requested• Works for basic use with the supplied router except they bricked mine at the end of the second week. 👎 Negatives• Slower download and upload speeds than my previous ISP on the same fibre line• Stability issues out of the box• Uses CGNAT by default• Very limited support for third-party routers• Poor communication and missed callbacks• Required repeated chasing for updatesI was confident my equipment was configured correctly and provided detailed technical information about the issue, but received little feedback or progress updates. Tip for Anyone Using Their Own Router:If you plan to use third-party equipment:• Get your PPPoE username and password from your Rise online account• Leave DNS set to automatic• Consider disabling IPv6 (Rise does not appear to use it currently)• If web pages fail to load, speed tests stall, or devices randomly drop out, reduce the MSS (packet size) settingThe normal value is 1452, but lowering it to around 1380 may restore stability (though this can reduce performance). OverallRise Fibre is inexpensive and adequate for everyday browsing and streaming if you use the supplied router and performance is not your top priority. However, my experience suggests speeds, reliability, and support may fall short of other providers on the same Openreach infrastructure, especially for more advanced users.“Rise will not support 3rd party routers”
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