This business is not customer focused. They seem to be in a fight with the town about a downed tree and have left the customers without service for almost a week. Not the way I would run a business. read more

Worst experience I ever had turning on a new service and it still doesn't work even close to what was sold. Long story short, great sales experience. I opted for the 2Gig eero7 mesh router unit with cellular backup. Next day they are out to mark the property for the fiber run to the house. That's about as good as it gets unfortunately. "Outdoor" Tech came Monday to bury fiber to the house and cut my Spectrum Cable, so I was out of internet service for a day and a half until Spectrum ran a new line yesterday. I ordered 2Gig with eero7 and cellular backup. Tech couldn't get the unit to work. After 5 hours, he ended up putting in a Radisys all in one ONT instead and that was able to be provisioned.. He told me that the other end was a Radisys unit, so it had to be a Radisys ONT on my end. I don't know what to believe.. So here I sit without the eero7 setup, max speed of 800MB if I'm plugged in. I was told the Nokia won't work at my house?? Called them Wednesday and they said the eero7 should have been installed and absolutely should work, now they're sending the same guy out today (Friday) to see what they can do between 1 and 5. Tech calls to say he's running late around 1PM. Promptly at 1:30 Tech drives down my road and turns around, I go out to meet him and he's gone. He said he had to run do a quick call and will return. 4 hours later, 5:30PM on a Friday, I call him. He said he said he was going to stop by and tell me in person that he couldn't do anything for me until they upgrade the head end. Now here I sit on Friday evening with no resolution and no idea who's telling the truth at Ripple, but now I guess I'll have to wait until Monday to call then to see if I can get a truthful answer. BTW, they did make sure to charge me my first month's bill after the tech left the first time..... Just Awful. read more

TL;DR: Ripple Fiber (aka Hyper Fiber) was an absolute nightmare from start to finish--late techs, unprofessional attitudes, incompetence with PPPoE on my own Ubiquiti setup (which works fine for others), zero communication, broken promises, and ultimately the same useless tech blaming my equipment before walking away. Worst ISP experience ever, hands down worse than Comcast/Xfinity. Stay far away. 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 read more

Destroyed my driveway apron. Was Supposed to be a 6-8" trench and ended up being 3fr wide. Repair was very inferior compared to pre construction. read more

If this has been truly expedited as you stated on Friday, I expected contact by now. Does the sense of urgency have any meaning with this company? Clearly this company doesn't accept responsibility for major damage. What does it take to get communication from you? Unfortunately, you have left me no choice but to contact legal counsel. read more

Customer service is outsourced and promises multiple call backs and follow ups. Nobody calls back, Ripple Fiber makes multiple appointments for service technicians that result in no call, no shows. Had to take time off of work to meet Ripple Fiber just for them to not show up. In the first five days of having the system, the system worked for only 12 hours and is still down. After several days of absolutely no communication or consideration I had to go back to Spectrum. Ripple Fiber treats customers like they are an inconvenience. even what few five star reviews they show start with having to make multiple calls to get somebody to pretend they care. read more

Called tech support tonight. Waited on hold for 1 hour and 17 minutes until someone picked up the phone. After speaking with the lady I left with an unresolved problem. Still no internet service. I've dealt with them before and the truth of the matter is they have no one working nights for when there's actual technical problems. My guess is I'll have to wait until around 8:00 a.m. until someone comes into the office to fix this problem. If you're looking for a 24/7 internet connectivity or tech supports available to help in the event of problems like this, this is not your company. This is the third outage in 3 weeks in which my internet would have been unavailable for 11 or more hours at a time. This is unacceptable. read more

UNRELIABLE AS CAN BE. Worst ISP I have used since dial-up. Don't get me wrong the symmetric speeds of 2Gbps upload & download. Outages constantly, and they do NOT proactively warn you that things went down, you have to contact them. Then, they can never reach their escalation teams, and cannot reach anyone in the billing/cancellation department. My internet has been down (this time) for 5 days. When I called to check on it, they said "Scheduling has this ticket & hasn't sent anyone". I've been running on my much slower & MUCH more reliable backup Internet from Spectrum for 5 days & no one seems to actually work at Ripple, except the low-level call center folks who constantly say things like: "this isn't typical of us" and "I understand your frustration" and "I am updating & escalating this ticket and someone will be reaching out to you". Yet NO ONE ever does reach out. But you know what works without fail?? Their billing system. They bill me & automatically pull their payments like clockwork, always on time & that always works. I will be putting a block on them w/ the bank & just stop all payments. They do not deliver the service that I pay for & they REALLY don't deliver customer service that should be expected of any company in 1998 much less 2025. read more

Ripple Fiber - How it started - Internet Service Providers Near Me - Charlotte, North Carolina

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Ripple Fiber finally came through! It took multiple calls from me before it was finally elevated to a supervisor who is able to get a team out to fix our line and Restore our fiber Internet connection. It's been a couple months now and we've had no problems, fortunately. I'm glad Ripple Fiber finally restored our service by repairing the damaged line, but it shouldn't take as much time and effort as it did to get it fixed. read more

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I was going to change to Ripple Fiber, signed up, but after further research and reading reviews, I cancelled installation. One month later and I am getting harassing phone calls and emails from them. I contacted them again today and they showed that I was still signed up for installation. I cancelled AGAIN. I would highly discourage anyone from signing up with this company. Harassing, high pressure tactics are not okay. read more

I just moved into a new home and I'm in a cellular hole (very little coverage). I really need service to my house and thought Ripple met all of my needs. Alas, poorly run, terrible installation group and customer service. They give installation dates knowing they can't even deliver (I'm not kidding). They contract their installation to a third party and the two groups do not know how to communicate so information is poor, slow to receive and unreliable. Never seen anything like it. read more

While the install came with a lot of problems. We did finally get it installed correctly. The service has been great. The clarity and speed on all our electronics has been much better than we had with spectrum. Now, we're glad that we made the switch to Ripple Fiber. read more

RIpple fiber only recently took over from Hyperfiber, which we signed with three months ago. I needed to contact RippleF concerning a promised price reduction for two months. I also needed a promised free extender to make sure the Wi-Fi reached the other end of my house. Both service people I spoke with on the phone were unusually helpful and polite. Really Shocking for customer service these days. So far I'm quite impressed. The Internet service has been very good so far. read more

Previously I was a customer of Ripple and left because of customer service. A Ripple salesman came to my door convinced to go back to Ripple for 2 months at $1 per month then get 2GB service for $80 month or 1 GB for $40. After first month I the 2 GB service was not a noticeable improve so I changed to my service to 1 GB. Now they are charging $55 for 1GB. They do have a 640 service at $40 but will not allow me to subscribe to that service. Previously my experience with outages is that you cannot get information when the outage is expected to be resolved. Time to move to a different service again. read more

Horrible do not switch I have not had any service for almost 24 hours using my very phone as a hot spot and like usual cannot get thru to any tech support horrible company read more

This unknown fiber optic company came into our neighborhood a few months ago and ripped up everyone's lawns to lay their lines. Ok, no problem, sometimes that is needed. However, the company they contracted to do the work could care less about the lawns they were digging up. They left the neighborhood looking like garbage and took everyone months to get their lawns fixed. However, that is not the reason for the 1 star rating. The reason for the rating is that one of their wires became exposed on my lawn. I called and emailed them to get it fixed. They opened a ticket and said they would come out to fix it, but that was well over a month ago and they have completely stopped responding to the ticket in email. Now my lawn has exposed wire on it and nobody at their start up level company seems to care. Guess who is NEVER getting my business. I will just bury it myself I guess and hopefully their horrible service has disruptions in our neighborhood and they won't know why read more

Ripple Fiber - Exposed wire - Internet Service Providers Near Me - Charlotte, North Carolina

This is a challenging company. Our neighborhood was excited to have another high-speed option, so we all committed to switching to Ripple. The process was painful, as the front of the business doesn't communicate with the back of the company. Customer service is virtually non-existent, and although the initial install was well coordinated and impressive given the driving rain, and they helped set up my mesh network. They came later in the week when we weren't home to bury the cable, and then did a follow-up to remove the temporary cable. Ironically, the internet froze when they rang my Ring doorbell, and I could not speak to the rep. Whatever he did, he took my network down completely, including my security cameras. I quickly called customer service to have him come back and fix the problem, and two hours later, we were back online. I signed up for 2GB service, and when I tested it several times, coming straight off their modem (not the mesh network), the best I could get was 850 MB. I hope it gets faster. read more

The process of getting this internet service took almost two months. Thought going to fiber would be better than Spectrum. I have had their service for 3 months and have had my internet go down three times and the third technician decided that he didn't have time to come yesterday to fix my internet nor reach out to me. The time slot was 3pm to 4pm. Guess customers aren't that important. My internet has been down for 24 hours now. I think I only had one or two outages with Spectrum in the 10+ years I was a customer. One star because the technical support guy over the phone seemed to care more. read more

Great service inside the property, but procrastination and 'left hand not telling the right hand what to do' in the construction division of Ripple. Today is our third call for Ripple to return to the site and bury the fiber line. Isn't that part of the whole package? I am set to pay my first bill tomorrow but Ripple has not followed up on their end. Is this normal? read more

Horrible service. Our signal is inconsistent and all we hear from customer service are promised that are never fulfilled. AVOID AVOID AVOID

Not Ready for Prime Time We were genuinely excited when Ripple Fiber came to our neighborhood -- finally, a new player in town! Unfortunately, that excitement quickly turned into disappointment. From the start, it was clear the front of the office had no idea what the back was doing. While the installation itself went smoothly, the promised 2 Gbps speed only delivered 700 Mbps up and down. After a modem swap, the speed issue was resolved -- but that's where the problems really began. We were never able to connect several wireless devices to the network, including a garage door video keypad and a relatively new smart TV. These same devices work flawlessly on our Spectrum service. Ripple sent technicians out four separate times, and not one of them could solve the issue. Their explanation? "We're still working out the kinks in the network." That's not exactly confidence-inspiring. If Ripple Fiber isn't ready for prime time, they shouldn't be charging customers to be part of their learning curve. Get your act together before you roll out service -- or don't roll it out at all. read more

They leave your parking lot and curbing muddy. The workers are not good English speaking people. I am struggling to get paid for cleaning up their mess in my own parking lot. Advertising to sell their products always sounds wonderful but they never include all the nightmares that people have to deal with for them to get super rich! It's amazing how companies like this are allowed to get by with damaging other people's property. I had many other things to do with my life rather than pressure wash my parking lot for several hours! read more

worst service ever. no service for 4 days and they cannot tell you when a technician can be on site to fix. they also lie and said service technician there next day and they don't show up. Absolutely do not recommend. stay away from them read more

if I could give them no stars I would. I have been scheduled 2 times now for installation with no call and no show. when I call to check on what's going on i am told they are waiting on client feedback- what's that mean? they don't know and neither do I. Also they have destroyed my yard and never fixed it back as promised and no grass from where they cut 11 holes in my yard either. read more

48 hours into my activated 1G ripple service and i have had wifi for all of 0 minutes. Support told me a firmware update needed to be sent out but that the department for that was closed at the time (8pm). I was told they would update on their end automatically today and I'd recieve a call. I never recieved a call, just got home from work it's 6:30pm still no service and if I'm lucky enough to get in touch with anyone they must be prepared to say that department is closed right? Bs read more

If I could give them zero stars I would. Their customer service is horrible. They never call back or come out in the time slot that they say they would. I have had minimal internet service for 6 days and have been on the phone with them every day. No one can rectify the situation and try to blame me for being frustrated. read more

I signed up for Ripple In February 2025, I received an email that my order was canceled. They opened a ticket and I had thought it was resolved but it was not. I signed up again in March, added my billing information and received an email in June to add my billing information. When trying to login to my account it had once again been canceled. I called and they opened another ticket and said someone would call me and never did. If I can't even get the service hookup because of problem after problem then I dont even want the service. My neighbor had the same issue and she is now going elsewhere as well. read more

Horrible. customer service is useless. 3 days with out internet. Cannot get one to come out are give me a time of when they will fix.

Worst customer service ever. Waited over 5 weeks for the company to finally come bury the lines now the lines are disconnected from the box. They have people answering phones on the weekends yet no management to escalate any issues. The company is a joke and will drag you around in circles one person telling you one thing another telling you the complete opposite. read more

ripple Fiber don't even deserve no stars they come in everybody so happy finally have another Internet besides over everything and they come here and dig up our yards put wire down in there and give us Internet. Took forever to get it we finally got it and ever since we've had it for six months it goes out or it constantly all the time out and spins out and spins. My house is small. I shouldn't be a lot a lot, and it goes out a lot for six months. I haven't had nothing to go right with that Internet, and then that was all the people, and they was cussing each other and some of our hateful summer nice some makes their little under their voices know what I but this is uncalled for they want to charge people and then they charge me two months and I had it for a dollar each month because they couldn't never get my Internet fixed from the beginning then here the DNA one charged me $167 for one month I ain't doing that they can their Internet up their butt. It is not no good. It hasn't been no good. My husband and my son has two and I've been trying to give a benefit of the doubt, but they ain't worth a hoot. I wouldn't. I never get them again so anyway that's my advice on Ripple Fiber. Thank you. read more

Lost service all day last Friday while working from home. Lost service this Thursday evening. Called 4 times between Thursday and Friday. Truck shows up at 6:30. Says it will be Saturday before someone addresses. Customer service is poor, doesn't provide a ticket # for issues. I've lost service now 4/5 times recently. No compensation. Seems the customer service representative just doesn't care. Looking for another service unless it changes quickly. read more

First of all, Im a systems engineer and VERY computer literate! Secondly, I called for a quote for Gb and it took them 2-3 days to call me back. For a new customer? I got a VM and called the number back a few hours later. Some black dude answers the phone and tries to pass me back to the agent who originally called me. He said he was willing to help me, but said it was best if the other guy called me back. When I pressed him for a call back time he said no more than 15-20 minutes. This is now 2 days later, so I guess they saved me the headache. read more

I would like to provide an update to my posting above and the reply by the representative from Ripple Fiber here on FB. Although I stand by the details of the poor communication and following through with what certain employees indicated they were going to do after my property was damaged and I was left without any internet whatsoever for 3-days. I must state that Mr. Kylar Martin contacted me the following day after I posted the above review/complaint and certainly followed through with his promise to replace my damaged property and did so in a very expedient manner. I certainly wish things would have transpired differently from the start of this process in trying to obtain Ripple Fiber, but I certainly want to say thank you to Mr. Kylar Martin with following through and making things right when it came to my damaged property. Thanks Kylar! read more

I have met so many fine folks at Ripple Fiber. But, that's not a compliment. My cleared prepayments should have been enough. But, the service absolutely sucks. It was never stable. My 2.4g WiFi was fine 99% of the time , but crashed at the worst times. The 5G WiFi never worked, but my payments did. I would prefer to go picnicking with the klan at this point. Your product sucks. read more

Destroyed our neighborhood, our front entrance to our neighborhood looks like it's been through a war, The contractors are rude and so is customer service. This is an awful company and their service and their product iawful. I cut to internet and cable lines and now there's a problem with water lines. Our neighborhood looks awful and these people are awful. They're a joke. The county and department of Transportation should be ashamed forever giving them permits. They don't care about our community or any of us so they don't deserve our business. read more

Stay away The service is terrible. They hang the phone up don't call back had to go back to spectrum

If I could give it 0 stars I would . The internet is garbage , the customer service is garbage . All weekend with no internet and the only thing I receive is a run around just to deal with it again today . Been two weeks and still have a temporary line on top of the ground with zero plan to bury . Cant even get an answer on where to drop off the equipment for this god awful service . Wouldn't recommend this to my worst enemy . read more

They damaged my driveway during their construction process months ago and I have not received any help or response. The follow up communication is awful and have been told for months they will get in touch. If this is indication of how they operate I will be staying away from doing business with this company. Total disregard for customer concerns!!! read more

After months of waiting, Ripple finally installed my line. In the process the installer cut a water line which required my calling a plumber to repair it immediately or risk serious damage. The cost was $463. Despite repeated requests from me for reimbursement, Ripple never paid for that damage. They kept opening "tickets" then promptly closed them saying the issue was resolved. They sent someone with a document to sign stating that after the reimbursement I would make no further claims. I signed it but nothing happened. I finally gave it up as a lost cause but I will never use this company again nor recommend it to anyone. Their customer service is a joke. read more

I wanted to give this rating in the hopes that someone like myself will choose LITERALLY any other fiber option in their area, if it's available. I am in a neighborhood that was newly getting ripple fiber installed. They ripped up everyone's yard, and hit my water line. I was just moving in so the water company came out and fixed it, no harm, no foul. I pre-ordered in March, the 18th to be exact. (Any email or date mentioned in this review, I have access to and can provide.) On April 5th I have an email from my neighborhood admin that states internet should be available mid summer. Awesome, no problem. On 6/21, I spoke with Steve from ripple, who stated the timeline looks more like September, issues with the DOT. I get an email confirming that on 7/1 from Brian. No problem, I get the government red tape. Here's where I get frustrated. On 9/3, I send another service request, just asking when Ripple would be out that month. No response. On the 12th, I get an email stating that "encountered a minor obstruction in our fiber line conduit, and we are working to resolve it." I receive the exact same email, word for word, 3 more times between September 12th and NOVEMBER 4th. I called sometime the week of the 20th, was told I'd be put in contact with a scheduling manager. This never happened. I get a phone call on November 6th, asking to schedule. I'm on a trip, so I don't manage to remember to call back until the 20th, because of course why send a follow up call for two weeks? I call back on 11/20. Mind you my neighbors have had internet for weeks. I'm told that because I didn't answer, they just automatically put in an appointment for 11/27, at 8 am. Ok.... but how are you people supposed to get in my house without my consent or knowledge? Were you just going to send a technician out and hope someone answered the door? So I try to play along. I want internet. I say I can be available and change my work schedule around so I can be home that day, at 8 am. It's currently 11/27, 8:30 am. There's no technician here. Do you know why? Ripple told me just yesterday, at THREE PM yesterday (11/26) to tell me the technician took PTO, between my phone call on 11/20 and today. Now can someone, ANYONE, tell me how that's a ME problem, and not an enormous mix up on their end? I talked to Jenny yesterday, and her voicemail called herself a manager. I explained this to Jenny, who not once said anything remotely close to a "sorry" (a fickle gesture, I know she wouldn't mean it, but you're in the customer service field. Say it anyway). Instead of trying to move some technicians around or do anything, she wanted to reschedule me AGAIN, while being completely short and rude the entire time as I expressed casual frustration at THEIR technician that THEY scheduled WITHOUT MY consent to show up to my door, not being available. I asked her if she could move anyone around for me, she said "let me see what I can do." and put me on hold. I hung up. I have NEVER left a review like this, but I am NOT giving them my business until someone apologizes for the multitude of errors and missteps along the way. I have internet currently, but what if I had cancelled my service, before the next billing cycle, in hopes I could get ripple installed? Now I'd be sitting here using hotspots to work from home. Instead of thinking of that, Jenny decided to be rude, flat, and unapologetic, and for that, I'm in no rush to return any calls or do anything to help them recoup the costs of the money they spent setting up my pre-order. I say all this to say, GO ANYWHERE ELSE. This company is run by unprofessional, rude, and inept managers who refuse to communicate by any means to their new customers what's going on with their setup. Special thank you to Brian, Steve, Jenny, and the two men I talked to on the week of 9/20 and on 11/20 to make this review possible. You all really outdid yourselves. Good luck getting $1200 a year out of me. I'll wait you out until Google Fiber comes along. Never had anything but good things happen with them. read more