If you have not done so already, download the app on your phone or tablet. This is the first place to check for a Known Service Interruption alert. Typically, you will be notified of the expected completion time for repairs. When you see this notice in the app, there is no need to call Rise Broadband, as they are already aware of the issue and have deployed teams to resolve it.
Before taking any further action, ensure that your connections (power lines and LAN, if used) are secure. Sometimes, a line may become disconnected, causing an interruption. If all your lines are securely connected to your devices and you still do not have an internet connection, restart your modem/router and your computer. This may resolve the issue. If not, use the Deco app to open a service ticket.
Rise Broadband provides service through a fixed wireless connection. An antenna installed on a cell tower or tall building near you, which should be clearly visible from your home, transmits and receives data using radio waves. A corresponding antenna on your roof points toward the access point, sending and receiving internet data to your devices. Similar to cable and DSL connections, fixed wireless connections can also experience interruptions.
Weather-Related Outages: Severe weather conditions such as heavy rain, snow, high winds, or lightning can disrupt the signal transmission between the base station and the subscriber's antenna. Although fixed wireless technology is designed to be resilient, extreme weather can still cause temporary service interruptions.
Equipment Failure: Outages can result from the failure of critical equipment either at the base station or at the subscriber's premises. This includes malfunctioning antennas, routers, or other network devices essential for providing the service.
Power Outages: Loss of power at the base station, relay stations, or at the subscriber's location can interrupt the internet service. While backup power solutions, such as generators or batteries, can mitigate this, they may not always prevent outages, especially if the power loss is prolonged.
Interference: Fixed wireless internet relies on a clear line-of-sight between the base station and the subscriber's antenna. Physical obstructions (e.g., new buildings or growing vegetation) or radio frequency interference from other wireless devices can degrade or disrupt the service.
Network Congestion: High traffic volumes can lead to network congestion, slowing down internet speeds or, in severe cases, causing outages. Providers typically manage their networks to minimize these issues, but unexpected surges in demand can still impact service.
Maintenance and Upgrades: Scheduled maintenance or upgrades to the network infrastructure can result in temporary service outages. Providers usually notify customers in advance of such events to minimize inconvenience.
Backhaul Issues: Fixed wireless networks depend on a backhaul connection (the link between the base station and the internet), which can be wired or wireless. Problems with the backhaul, such as cable cuts or equipment failure, can cause outages for all users connected to the affected base station.
Rise Broadband has built redundancy into their network. They use high-quality equipment designed to withstand local weather conditions and offer technical support to address and resolve issues promptly.
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