Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint against Surf Internet for failure to deliver the reliable, high-speed fiber service they advertise and charge for. I pay $140.70/month for their 1 Gigabit fiber plan, which promises equal upload and download speeds. Despite being hardwired into the modem, I frequently receive less than half the promised speeds often far worse especially during peak hours.I experience severe instability, packet loss, and ping spikes (often over 100ms), making the connection unusable for streaming, gaming, or consistent work. Ive tested using three different devices and Ethernet cables two high-end desktop PCs and one laptop all hardwired. I ran 1000-ping tests directly to my router showing 0% packet loss and sub-1ms latency, and also connected directly to the modem. The issue persists, confirming it is not on my end.Ive submitted multiple reports to Surf. Ive attached:15+ speed tests showing severe fluctuations Ping tests and traceroutes proving packet loss begins inside Surfs network (hops 2 & 3)OBS screenshot showing 56% dropped frames from unstable upload Screenshot of in-game lag during official Fortnite tournament Surf advertises reliable, symmetrical fiber speeds on their website, but the performance I receive is nowhere close to whats being promised.I am a professional e-sports competitor and livestreamer. On July 16, 17, and 29, I had to play in official ********** ******** tournaments, including an **** qualifier, while experiencing severe lag and packet loss. These issues directly harmed my performance and income. This is not a minor inconvenience its damaging my *********** claims to have escalated the issue, yet it remains unresolved. I continue to experience unusable conditions despite full troubleshooting and clear proof.I ask the BBB to assist in ensuring Surf resolves this issue fully and immediately. I am not seeking to cancel service I need a stable, reliable connection to work and compete.

  

  Business Response

  Date: 07/31/2025

  Thank you for taking the time to share your concerns. We understand how critical a stable and high-performing internet connection is to your professional activities, and we sincerely apologize for the ongoing frustration and impact this has caused.
  I want to let you know that ***** ******, our Tech Support Supervisor, has escalated this issue internally and placed a call to you yesterday, July 30th, to follow up. He also left a voicemail with his direct contact information should you need further assistance. We are committed to working with you to fully investigate and resolve the performance issues you've described.
  Additionally, Id like to clarify the details of your billing. Based on your current account, you are being charged $65 per month for the 1 **************** along with $5 for an additional router. After applicable taxes and surcharges related to the router, your monthly statement totals $70.35 not $140.70 as mentioned.
  We appreciate the documentation youve provided, and I assure you it is being taken seriously by our technical team. Your reports, including speed tests, traceroutes, and packet loss documentation, are extremely helpful and are part of the ongoing investigation.
  We understand how important reliable service is for your work as a professional gamer and live streamer. Please know we are prioritizing this case and will continue working toward a resolution.
  If you have any additional information or would like to speak further, please feel free to reach out directly to ***** ******.

• Initial Complaint

  Date:07/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surf Internet is running through their lines in my neighborhood. They gave no notice of them leaving their junction boxes on people's property. Including mine property, I see several large patches of now dead grass from where they were digging and working. This junction box thing was installed on my property without my permission and part of my yard was damaged by them. You can see where they were working by the large patches of dead grass and terrible job of filling in the holes they dug.

  

  Business Response

  Date: 07/29/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for the inconvenience and disruption caused by our recent construction work in your neighborhood.
  Please be assured that we understand your frustration. The equipment you mentioned, including the junction box, has been installed within a designated utility easement. While this area is adjacent to your property, it is owned by the city and legally reserved for use by utility providers, including Surf Internet. This allows us to place necessary infrastructure there without requiring individual property owner permission.
  That said, we take property restoration very seriously and regret that the condition of your yard does not reflect our standards. The issues you mentionedpatches of dead grass and poor backfillingare unacceptable, and we are committed to addressing them promptly.
  If you would like to request additional yard restoration, please dont hesitate to contact ***** ***** directly. She is here to help ensure your property is restored to your satisfaction.
  

  
  ***** *****
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• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched the surf Internet for better pricing and they told me after getting connected theyll be out within three weeks to bury the cable in the yarda month later still have not came out and buried the cable call in four different times and they keep on giving me the same answer. Theyre in route, but nobody ever shows up poor customer service will not recommend anybody go to.

  

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention, and please accept our sincerest apologies for the inconvenience and frustration youve experienced.
  We understand how disappointing it is to be told the line would be buried within three weeks, only to have a month go by with no resolution. We also apologize for the repeated communication issues and the lack of follow-through that youve encountered.
  

  After reviewing your account, we show that the line was buried as of July 2nd. If you are still seeing the line exposed or if something doesnt appear to be completed correctly, please let us know immediately so we can have our team re-evaluate the site.
  Your experience is not the level of service we strive to provide, and we truly regret that we fell short in your case. We appreciate your feedback and will be reviewing this matter internally to ensure improvements are made.
  

  Thank you for your patience, and again, we apologize for the inconvenience.

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Surf internet called out to install new service. I was supposed to Get 1GB download 1GB upload which I am to pay $85 a month for. I don't get anywhere near these speeds. The install guy just made excuses about why it don't work. In addition he refused to run the lines Arial, and now they want me to consent to them digging to bury lines, and want me to sign an agreement, that I cover any damages. I was never told about this at all prior to them installing, and setting up service. We were under the i.presion these would be Arial lines buried at the easement. We would like to cancel our service.

  Customer Answer

  Date: 04/29/2025

  Contact by business 

  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've experienced with your recent service installation and the related communication issues.
  We want to clarify that a support ticket regarding your reported speed issue was created and, according to our records, was resolved on April 29. If you are still experiencing performance issues, we would be happy to take another look to ensure everything is functioning properly.
  Regarding the installation, we understand your concern about the method used for line placement. While our goal is always to follow customer preferences, when possible, certain technical or safety requirements may necessitate changes during the installation process. We also recognize that you were not made aware in advance of the need for buried lines or the associated agreement. We apologize for any lack of communication on this matter, as it is our responsibility to ensure you are fully informed before work begins.
  As youve expressed interest in canceling your service, we will have a member of our Retention team contact you directly to discuss your concerns and next steps.
  Thank you again for your feedback it helps us improve our service and communication going forward.

  Customer Answer

  Date: 05/09/2025

   I am rejecting this response because:
  
  Business had not made any contact with me whatsoever to address issues in this complaint.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and confusion you've experienced during your service installation.
  We understand the importance of receiving the speeds you were promised and having clarity on how service lines are installed. Your concerns have been escalated internally, and a member of our Tech Support team will be reaching out to you by the end of the business day today to help resolve the matter.
  We appreciate your patience and the opportunity to address this properly.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surf was contacted to let them know they damaged my sprinkler system when they parked their heavy trench digging equipment in the middle of my lawn. I was told to have it repaired and send in the invoice which I did. I'm getting the runaround and need help getting reimbursed.

  

  Business Response

  Date: 05/09/2025

  Thank you for bringing this matter to our attention, and we apologize for any inconvenience youve experienced.
  According to our records, this issue has been resolved, and a reimbursement check in the amount of $360.90 has been mailed to you. If you have not yet received the check, please allow a few additional business days for delivery.
  We appreciate your patience throughout this process and regret any frustration caused. If you have any further questions or need additional assistance, please dont hesitate to let us know.

• Initial Complaint

  Date:04/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number ****. In 2023 we signed up for Surf Internet Fiber service. We have had nothing but trouble SINCE. Our service was consistently slow and buffered constantlly. I called many times about the issue and when someone came out they just said, that's the way it is. You will NEVER get the speeds you signed up for. It is not possible. SO, my question was always, how can you charge someone for a service telling them they will receive a certain speed when they really will NOT, and I was always told......that's just the way it is. There were many tickets created for our account.
  *see attached* Anyway, I canceled my service on April 9th and was issued an invoice on April 13th with a credit balance of $8.07. I called today April 17th to ask for that refund to be issued to me. I was told by two different people (Melissa and Trent) that the company no longer issues partial credits to customers. SAY WHAT??? Per Trent in billing, Canceled on April 9th. Canceled in the middle of a billing cycle, which was fine because I am permitted to cancel . No refund because the company no longer issues partial credits back to customers since February 3, 2025. Surf internet reps received an email stating this, but customers did not. I did NOT sign a contract and when I canceled my service nobody explained I would not be getting a refund. That is theft and I will be contacting an attorney about my refund and the fact that when we signed up we were lied to about the speeds we would be getting into our home. Melissa was very rude and couldn't care less about my issues and questions. Trent explained that they were not instructed to relay that info to customers when they canceled. When I asked for the corporate office info for Surf, I was told he did not know that. How can you work for a company and NOT know where their corporate office is located. Is this info not conveyed to your reps during training? I want my refund of $8.07. Invoice copy attached.

  

  Business Response

  Date: 04/17/2025

  Thank you for reaching out and sharing your concerns regarding your experience with Surf Internet. We sincerely regret to hear that your service did not meet your expectations and apologize for any frustration this has caused.
  

  Regarding your inquiry about the refund following your cancellation on April 9th: Surf Internet services are billed in advance, and it is our policy to continue providing service through the end of the current billing cycle, as that time period has already been paid for. While we typically do not issue partial credits for mid-cycle cancellations, we understand your situation and will make an exception in this case.
  We will honor the $8.07 credit reflected on your final invoice and process a refund check to be mailed to the address we have on file for your account. Please allow 7–10 business days for processing and delivery.
  

  We also take your feedback regarding service quality and communication very seriously. While we strive to provide accurate expectations and consistent service performance, it's clear from your experience that we fell short. We are reviewing your account and service history, including the support tickets you referenced, to ensure that proper follow-up occurs internally.

  We regret that your interactions with our team were not more helpful or courteous. Your comments regarding the communication of policies, technical support feedback, and general customer service are being escalated to management for review and improvement.

  
  We appreciate the time you took to share this feedback and are truly sorry that we could not provide the experience you deserved.

  Customer Answer

  Date: 04/18/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23217272, and find that this resolution is satisfactory to me, as long as I receive the refund as promised.  I will be issuing a new complaint if I do not have it in a timely manner.

  
  
  

  
  

  Thank you.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company offers a discount to customers who choose auto payment. The company never discloses when that payment will be withdrawn from your account. On the invoice it just states that your account will be charged. The company actually charges the account the day they make the invoice, which is sent out the following day. Customers never have a chance to view the invoice before their account is debited, and have no idea when their payment will be processed.Customer service after admitting they didn't know how a customer would know when they would be charged, and I told him that was the problem and he decided to end the call.

  

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and sharing your concerns about our billing and autopay process. We value your feedback and apologize for any confusion or inconvenience you have experienced.
  

  When signing up for our services online, we strive to ensure that all pertinent information regarding billing cycles and autopay terms is clearly provided. Additionally, we offer a discount as an incentive for customers who choose to enroll in autopay.
  

  While we aim to provide clarity, we understand your concern regarding the timing of autopay deductions. Currently, our system processes payments on the day invoices are generated, with invoices sent to customers the following day. This means the charge to your account occurs before you receive and review the invoice.
  

  We recognize that this timing may not meet all customers' expectations, and we are actively reviewing our processes to provide greater transparency and a more customer-friendly experience.
  

  As for your interaction with our customer service team, we sincerely apologize if your concerns were not addressed adequately. Your feedback helps us identify areas for improvement, and we will ensure that this matter is addressed internally.
  

  If you have additional questions or need further clarification, please dont hesitate to reach out. We are committed to resolving this matter to your satisfaction.
  

  Thank you for choosing Surf Internet.

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:
  The company can do better. My advice for then would be to issue the invoice at least a week beforehand and print the date that the auto payment will deducted. Taking payment before giving the customer an invoice is just ridiculous. I have never heard of such practice anywhere.

  

  Business Response

  Date: 01/14/2025

  At this time, modifying the autopay date for your account is not an option. We understand the importance of flexibility and convenience, and we want you to know that this is a feature we are actively working on implementing in the future.
  

  Wed also like to remind you that Surf Internet provides transparent pricing from the very beginning. The monthly recurring charge for your service was established at the time your account was set up, and we are proud to offer a price lock guaranteeyour rate will remain the same throughout your service with us, with no unexpected increases.
  

  We value your trust and are committed to continuously improving our services to better meet your needs.

  Customer Answer

  Date: 01/15/2025

   I am rejecting this response because:
  
  Their response has nothing to do with what I said. What I said was that they should create their invoice for the next billing cycle and email it at least 1 week before it is to be withdrawn, and on said invoice it should state the date that the withdraw will occur. 

  Having an option on when to choose the payment date would be a nice addition and not a very hard item to have coded into their website. But, that does not have anything to do with the fact that the invoice should be generated with a date the payment will occur and sent before the actual payment is withdrawn.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31st, I placed an Order for Surf Internet, 25 dollars a month, with instructions for no Eero to be provided as we wanted to use our own router and forgo the 5 dollar a month additional charge. When the installer came, they offered an Eero to my father who was present for the installation to which he asked if there was any additional charge for the Eero. The installer lied to my father and stated that it was included in the monthly fee. After receiving the first bill, I discovered that we had been billed the five dollars and 35 cents for the Eero (confirming that the installer had lied). I called Surf, requested a refund of the five dollars and a label to return the Eero that never should have been left in the first place. I then wasted my own Gasoline and mileage on my car, as well as time to drive the package to the ******* post office so that the Eero could be delivered as quickly as possible to Surf (in *******). The five dollars was refunded (I am still owed 35 cents for the first bill) and the charge was supposed to be removed from the monthly bill. Since then, I received another bill including the Eero charge, after which I called and left a voicemail that you clearly ignored since I have now received another bill with another charge for 5 dollars and 35 cents.

  

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the inconvenience and miscommunication regarding the Eero router. We deeply regret the frustration this situation has caused and appreciate your patience as we work to resolve it.
  

  After reviewing your account, we have taken the following actions:
  

  1.The $5.00 charge from your most recent statement has been credited to your account.
  ***** recurring charge for the Eero has been removed, ensuring that it will not appear on future bills.
  

  We also regret the experience you had with our installer and the subsequent inconvenience of returning the router. This matter will be reviewed internally to prevent similar issues in the future.
  

  If you have any further concerns or questions, please dont hesitate to contact us directly. We value your business and are committed to providing you with the best possible service moving forward.
  

  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because: I am still owed $5.70 as there is still one month that I was billed for which has not been credited and the original charge was only refunded 5 dollars missing the 35 cents.  Please refund the additional 5 dollars and 70 cents.  
  
  
  

  

  Business Response

  Date: 01/07/2025

  I sincerely apologize for overlooking the additional $5.35 charge from your 12/5 statement in our original review.
  

  Ive processed a credit for this amount, and you should see it reflected on your account shortly. Please feel free to reach out if you have any further questions or concernsIm here to assist.
  

  Thank you for your understanding, and we appreciate your continued support.

  
  

  Customer Answer

  Date: 01/08/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/23/2024 I received order confirmation to install fiber internet in my home. Today is 8/21/2024. They said they could install it the next day. I was impressed. When the installer arrived and started the installation, he discovered that the line under the street had an obstruction and would not allow the cable to be fed from the other side of the street to ours. He said that a maintenance crew would need to come out and unblock the obstruction. I have called three times and each time people were very nice and said they would get back to me. I have heard nothing. Today, I talked to a gentleman from Surf Net, he was going to check things out and get back to me. He supposedly called my home so I would have his phone number on caller ID. He must have called a wrong number, because it never showed up on my caller ID. I would like for someone to call me and give me a time frame when this will be resolved and also a contact person to call when the time frame is not met.

  

  Business Response

  Date: 08/23/2024

  Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you have experienced. We understand your frustration with the delay in the installation of your fiber internet, and we are committed to resolving this matter as quickly as possible.
  

  First and foremost, we apologize for the communication lapses and the delay in addressing the obstruction under the street that has prevented the installation from being completed. We take full responsibility for the lack of follow-up and the confusion regarding the missed call.
  

  To resolve this issue, we have escalated your case to our maintenance team, and they are currently prioritizing the work required to unblock the obstruction. 

  Thank you for giving us the opportunity to make this right.

  Thank you,

   

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, September 29, 2023 surf internet was scheduled to install internet connect from street box to our house. Surf stated that after a survey of our property, there needed more dining to set underground cable to our house. A few weeks later, a construction crew showed up but said they needed more equipment. That in the last I've heard. I have repeatedly called to inquire as to when this would be completed. I haven't been lied to and promised continually that "Someone would call me back today."I am still waiting. I called once again today without any guarantee of a resolution.Please, I would like this service. this is beyond frustrating.***************************

  

  Business Response

  Date: 05/02/2024

  Hello ********. First let me say, thank you for your interest in Surf Internet and THANK YOU so much for your patience. I understand your frustration. I was able to do some investigating it at looks like the biggest reason for the delay was an a drop in communication between teams. It was originally determined that you would need a driveway bore in order to complete your installation. This sometimes happens if a fiber access point, located in the utility easement, is shared between two properties where a driveway is blocking the direct path from the access point to your home. In this case, we need to bore under the driveway and run the cable through to the otherside to create a direct path. This is generally coordinated by our installation team; however the bore contractor who originally went out to do the job determined they would not be able to do it because there is a gas main that runs near or under your driveway that we need to get around and it requires the use of a directional boring machine, which is something our construction team needs to handle. I believe this is where we had a misstep in communication causing the delay and lack of information the customer care team was able to provide when you called in for updates. I sincerely apologize for the long delay and frustration at not being able to get concrete answers. I'm told our local construction manager has a contactor lined up to get the drilling done by early next week. The utility locates are being called in today (5/2/24) to mark the underground utilities on your property before we can drill. Soon you should see some flags and possibly paint markings in your yard. We are hoping to have the construction complete and get you set up for installation by the end of next week. Again, I apologize for the inconvenience and lack of answers. This is definitely not the experience we want any of our new or existing customers to have.