Reviews

Review Details

• Review fromKevin K

  Date: 08/12/2024

  Review of Surf Internet: 1 Star My experience with Surf Internet has been nothing short of frustrating and disappointing. After being a loyal ******* (Xfinity) customer for over a decade, I decided to switch to Surf Internet around May 2024, enticed by their competitive speeds that seemed unmatched by *******. Unfortunately, my experience quickly took a turn for the worse.While the initial installation and setup were smooth, providing the necessary hardware for what was supposed to be a "seamless" experience, it wasnt long before I started experiencing frequent and unpredictable outages. These outages occurred at all hoursmorning, afternoon, and nightmaking it impossible to rely on the service. This instability was extremely stressful, as it disrupted my work and personal time.The situation escalated when, on a Sunday morning, I woke up to find my Eero wireless access point showing no connectivity. Upon logging into my account, I discovered it had been suspended. When I contacted support, they informed me that my account was suspended due to the content I was downloading (FileSharing). I have been engaging in similar activities with ******* for years without any issues, so I was shocked by this sudden and intrusive action from Surf Internet.What made matters worse was the fact that I never received the supposed warnings they claimed to have sent. After further investigation, it turned out that the sales rep who set up my account had left the email contact section blank, meaning I never had a chance to address the issue before the suspension. Despite this clear error on their part, they refused to restore my service.This has been one of the worst internet experiences I've had since the unreliable service days of **** back in 2004. As someone who works in IT, I find this level of service and lack of communication completely unacceptable. I will never use Surf Internet again and will be sure to warn my friends, family, and colleagues to avoid them as well.

  Surf Internet

  Date: 08/13/2024

  Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you've encountered. We understand how critical reliable internet service is, especially for someone working in IT, and we're sorry that we did not meet your expectations.

  The issues you've described, including the unexpected outages and the suspension of your account, are concerning. Regarding the suspension, our records show that emails were sent to the address on file, but we regret that the situation escalated to this point.

  Our team follows strict protocols when it comes to violations of our service agreements, including issues related to file sharing. For more information about our policies and the actions we take against such violations, you can review our DMCA policy here: Surf Internet DMCA Policy.

  Thank you again for your feedback. We value your business and hope to have the chance to regain your trust.

• Review fromAdam H

  Date: 08/10/2024

  If their internet is anything like their install Ill pass. They left all our yards a mess in our neighborhoods.

  Surf Internet

  Date: 08/12/2024

  We sincerely apologize for the inconvenience caused during our installation process in your neighborhood. At Surf Internet, we strive to maintain high standards not only in our services but also in our operations. It's concerning to hear that we fell short in this instance.

  We value your feedback and are committed to resolving any issues. We will ensure that our team addresses the concerns regarding the cleanup. If you could provide more details or allow us to follow up with you directly, we would appreciate the opportunity to make things right.
  

  Your satisfaction is important to us, and we hope to earn your trust in our services.

• Review fromNoel J

  Date: 07/12/2024

  Rating F. They told me on the onset that it was $55 a month, and the first month free, then they charged me $60 because you have to have automatic withdrawal to get the $55 a month. Good install, I was told I would Get speeds up to 500, at install I ran a speed test with them present it was 225, they said it Will get better because its updating, but the next day it was 78 download speed. Then I found out after they left, I could not watch Paramount or FreeVee and my Amazon was coming from ******. Yes I was told by a tech the partnered with Amazon and their devices are from Canadia, it changes your settings and you can not watch out of country shows because it thinks you are in ******. Cancelled within 48 hours and unplugged devices because they kept defaulting to ******. What a night mare. There's more but this is enough. This should have been fixed before installation. And not very transparent.

  Surf Internet

  Date: 07/17/2024

  On behalf of Surf Internet, I want to extend our sincerest apologies for the miscommunication and the inconveniences you experienced.
  

  We deeply regret the misunderstanding regarding the monthly rate and the conditions for receiving the $55 per month pricing. We understand that being charged $60 instead of the expected $55 due to the automatic withdrawal requirement was unexpected, and we apologize for any frustration this may have caused.
  

  Regarding your internet speed concerns, we are sorry that the service did not meet your expectations. We strive to provide the best possible speeds, and it is disappointing to hear that your experience fell short. The initial speed test results of 225 Mbps during installation and the subsequent drop to 78 Mbps are unacceptable. We apologize for not meeting the promised speeds of up to 500 Mbps and for any inconvenience this caused.
  

  Additionally, we apologize for the issues you encountered with accessing Paramount, FreeVee, and the changes to your Amazon settings due to our partnership with Amazon devices. It is clear that these issues caused significant disruption to your viewing experience, and for that, we are truly sorry.
  We understand that you have since canceled your service within 48 hours and unplugged the devices due to these problems. We appreciate your feedback and will use it to improve our services and ensure that such issues are addressed more transparently and effectively in the future.
  

  Once again, we apologize for the inconveniences and the frustration this experience has caused. If there is anything we can do to make this right or if you have any further questions or concerns, please do not hesitate to reach out.

• Review fromClara Z

  Date: 06/27/2024

  The left a hole in my front yard from their boring machine. My dog ran into it and broke both bones in his front leg. Surf is lying that they never worked in my area and refusing to cover the medical bills incurred. The true fact remains that their boring machine sat in my front yard and made that hole. A covered access hole is only several feet away clearly stating they were here!

• Review fromReneee M

  Date: 06/19/2024

  Im happy with my surfnet. My tv doesnt spin looking for the internet anymre. Picture seems clearer and my phone isnt pulled off the internet anymore. All for half the cost

• Review fromshannon D

  Date: 06/19/2024

  Ive been with this company from the beginning csi days, they are great! Fair pricing, a Nd always ready to help when you need them!!

• Review fromCandice B

  Date: 06/12/2024

  The internet works when it wants. Internet drops all the time. When they came to bury my line they felt a huge trench all the way across my yard. Oh and they hit my pool line! The guy told me he was going to fix my pool line, all he did was tape it! When they called they were all happy to help and come fix it until they found out how much it was going to cost. Now it's all my fault because nipsco didn't **** the line!

  Surf Internet

  Date: 06/13/2024

  Hi *******. I am sorry to hear you are experiencing intermittent dropping with your service. This is not typical and should not be happening. Please do not hesitate to contact our customer care team at ************ or ******************************** so they can investigate what is causing the issue and get it resolved for you as quickly as possible. 

  Regarding your wire burial - it is normal for there to be a thin line in the grass where the wire is buried and maybe some minor ruts. That will grow over within a few weeks and you won't be able to tell it was there. If there are any other greater concerns please do not hesitate to contact us and let us know. If you can provide photos, that is always helpful. 

  Regarding your pool line. I do sincerely apologize that happened and for the inconvenience. I was able to speak with the person on our team who coordinates our wire burials to get some background information and find out if we are working on a resolution for you. He mentioned that he spoke with you a couple days ago about this and that you have his direct line to contact him with any questions or concerns.

  Before we dig anywhere, whether for construction or a wire burial, we take every precaution to make sure we are not going to hit anything underground. We call out 811 Locates to mark all underground public utilities and we ask the customer to have private utilities, underground dog fences, sprinkler lines, etc., marked (or at least show us where they are) so we can avoid doing any damage. Additionally, before digging, we do ask the homeowner to sign an installation completion form that highlights and specifically states, "I understand I am responsible for marking my underground dog fence and sprinkler lines as well as any private utilities along the path of the fiber cable using pink flags." And we have that signed copy from you.

  Unfortunately, the pool line was not only not marked, but it was also improperly installed. It was not buried deep enough and since it is an electrical line, it should have been buried in metal conduit. As previously mentioned, we take every precaution to avoid doing damage to underground utilities, but we cannot avoid what we aren't aware of and can't see and therefore are not liable for the damage. However, it sounds like we have offered to pay $50 toward half the cost of replacing the line and we've offered to come out and do the repairs. If you have any questions about this, please do not hesitate to give our wire burial coordinator a call on his direct line. We thank you for your patience and for choosing Surf!

   

  Surf Internet

  Date: 06/13/2024

  Thank you for bringing your concerns to our attention. At Surf Internet, we strive for excellence in all that we do, and I apologize that we fell short of your expectations.

  
  Please be assured that someone from our team will be reaching out to you shortly to help rectify the issue. If you are experiencing any service-related problems, do not hesitate to contact our support team at ******************************** for immediate assistance.

  
  We value your feedback and appreciate your patience as we work to resolve this matter to your satisfaction.

• Review fromBradley P

  Date: 05/22/2024

  I know SURF don't like all the calls; nobody does. Before SURF was in my area, I was told to call them at least once a month or every other week. I don't know but it made me think this worked for me, LOL. Since getting on SURF Fiber Internet, I love the company, service and speed. When there is a problem, I make a call and am hit with a message where the problem is and some idea when it will be fixed. Try doing that with **************** 5 minutes later you'll find out they have no idea where the problem is. Hour later call them and they probably still won't know. SURF, you know what you're doing! Keep up the great service!

  Surf Internet

  Date: 05/28/2024

  Thank you, ******************, for your feedback and for being a valued Surf customer. We really appreciate it! We hope you enjoy your Surf fiber internet service for a long time to come. Thank you for choosing Surf!

• Review fromtye e

  Date: 04/20/2024

  They have told me over the phone that in ******** they're having problems. But its been nearly a month of me having 1/10 of the advertised 1g down/up speeds. What issue is so massive it's taken this long to fix? Something is starting to seem kind of shady. The only way to contact this company is thru ******** (i will never use it) and calling them. But calling them just causes you to get excuses from a customer rep that has just about the same idea of whats going on that I do. Getting the feeling that since a lot of my area switched from different providers to them, they just cannot keep up or are beginning to slow down everyones internet to cut costs or something. I gave you guys the benefit of the doubt 2 weeks ago, its starting to seem like something weird is going on.

  Surf Internet

  Date: 04/22/2024

  Thank you for expressing your concerns regarding the speed issues and communication challenges you've been facing. We sincerely apologize for any inconvenience this has caused you.

  
  At Surf Internet, we take great pride in providing reliable and high-speed internet services to our valued customers. We understand the importance of a seamless online experience and are committed to resolving any issues that *** arise promptly.

  
  To address your concerns, please rest assured that our technical team is actively investigating the speed issues you've reported. We are working diligently to identify and rectify any underlying causes that *** be affecting your internet speeds.
  Regarding communication, we want to make sure you can reach us easily. You can contact us by phone at ************ during our business hours, or you can reach out to us via email at ****************************** for general inquiries and ******************************** for technical support. We are here to assist you and provide the necessary support to resolve your concerns.

  
  We value your feedback and appreciate your patience as we work to improve your internet experience. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to contact us.

  
  Thank you for choosing Surf Internet. We look forward to restoring your confidence in our services.

• Review fromAustin D

  Date: 04/03/2024

  Good, when it actually works. However, within the past 2 weeks it's been terrible. Paying for the 1000 Mbps package (1 Gig), yet half the time I only receive ******* wired directly into the router. Jittering and random drops. I've sent three e-mails to support, only one which was responded to saying that they were performing maintenance to fix the issue. That clearly didn't help at all. Any phone call I've made to support, I get told that they can't help me and to wait for a technician to call me back, who also doesn't know what the issue is and asks me "Did you try resetting it?" For real? Surf has absolutely 0 transparency about what is actually going on, only letting you know when there is a scheduled maintenance, and even the maintenance doesn't fix the issues.