Review Time
I regret switching to this service in spring 2025 after being contacted by their sales team. They asked why I hadn't completed my online order, and I explained I was considering options. A representative mentioned a promotion for three months of free broadband, which I found appealing. Now, eight months later, I still haven't received that offer. I've called twice, and while they assured me they'd resolve the discount issue, it has been a challenge to reach someone. I've also submitted an online complaint with no response. The service is unreliable; I face frequent connection issues, particularly for my daughter's gaming on her console, which is frustratingly laggy. I never had these problems with my previous provider and am now looking to cancel my contract to return to them. There was one day I lost internet completely, and a call to support revealed an IP issue they claimed to have fixed. The lack of communication and the sales tactics before I became a customer are troubling. I will update my review if my issues are resolved and the discount finally comes through. Buyer beware.
Experiencing challenges in contacting support and spending excessive time on hold. The service does not deliver the speeds promised, and the WiFi is unreliable on the router. I hope for improvements but can't get in touch with anyone to discuss it.
Having been with the service for over a year, I feel I can accurately share my experience. The installation went smoothly, and everything seemed fine until recently. Suddenly, the internet drops every few minutes, with download and upload speeds barely reaching 2.30mbps at times. Today, I spent nearly two hours on the phone waiting for technical support. I've got the screenshots to prove it. Unfortunately, no one has provided any assistance. I've called at various times and tried different options, but the only department that answers is sales. I calmly explain my situation, mentioning my lengthy wait, but all I receive is a brief "one moment" before being sent back to the queue. There are no apologies or support. As a result, I can't work from home or enjoy gaming or TV as I’m paying for, and I can't reach anyone for help. During my wait on this call, I've even managed to file a formal complaint and post reviews elsewhere. I'm truly appalled by the customer service and cannot recommend this service to anyone. Everything seems fine until a problem arises, and then it feels like you're left in the dark. It's unacceptable.
I reached out to cancel my service late due to a recent operation, and I was unable to manage my finances as prescribed by my doctor because of the strong painkillers. I also had to leave my job due to the surgery and have been relying on support for the past couple of months while facing financial difficulties. The company promptly refunded the charge they had processed after my one-year mark, where I intended to cancel, and they waived the 30-day notice requirement. The representative was very understanding and compassionate during our conversation, acknowledging the limitations I was facing.
Want to thank and praise Olu for his excellent customer service. Had nightmare after nightmare with Rise Fibre but only after speaking with Olu, were all these issues rectified. He was the only person who took the time to appreciate the frustration of us being over-billed and followed through to make sure it didn't get lost in the system again. He made promises that he kept, was professional in his manner at all times and even took the time to call me back to check with me that everything on the account matched with what was offered to me. Any time you get someone who knows how to give excellent customer service, you just hope the company they work for knows and appreciates how important they are to the company. Thank you Olu!
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