Reviews

Review Details

• Review fromAndrew M

  Date: 09/18/2024

  1 star
  You won't get what you pay for and you'll never get an accurate description of the problem. I should have stayed with Xfinity. Trash installation and trash service.
  

  Surf Internet

  Date: 09/19/2024

  Thank you for bringing your concerns to our attention. We are genuinely sorry to hear about your experience and deeply regret that our service did not meet your expectations.
  
  We understand how frustrating it must be when the installation and service quality do not align with your expectations, and we take full responsibility for ensuring our customers receive the value they deserve. Our goal is to provide reliable service and clear communication, and its concerning to hear that this was not the case.
  
  We would like to resolve any outstanding issues as quickly as possible. Please allow us the opportunity to:
  
  1.Review the details of your installation and service experience.
  2.Provide you with a clear explanation of any issues and the steps well take to resolve them.
  3.Ensure that you are fully satisfied with the service moving forward.
  

  One of our team members will reach out to you directly to discuss your concerns in more detail. We value your feedback and will use it to improve our services for you and other customers.
  
  Thank you for your patience, and we hope to make this right.

• Review fromDeborah R

  Date: 09/18/2024

  1 star
  Awful!!!Surf Internet without anyones permission is installing Fiber Optic cable in our neighborhood.They are destroying all of our yards!!They are digging holes all over our yards and cutting power and cable lines to our homes!If you go out on ****** you can see that they have done this to other neighborhoods.We dont want there services!They are causing destruction!
  

  Surf Internet

  Date: 09/25/2024

  Please accept our sincerest apologies for any disruption our construction has caused in your neighborhood. While we originally sent construction notification letters, door tags, and signs back in June, construction was ultimately delayed until September. 
  
  We realized that we dropped the ball, starting construction in the public right of way without sending updated letters, door tags and signs to alert residents and provide information on what to expect. While we had secured proper permitting it is our practice to notify residents 2 weeks before construction starts and we failed to do that.
  
  We are implementing a process to verify that steps are taken on our end to make sure this doesn't happen again.
  
  Additionally, we learned that our contractor was not using our construction practice of temporarily placing the dirt on a tarp so as to minimize the disruption to the yard in the right of way. Our construction manager and regional manager will be meeting with the contractor to ensure they understand our standards and are willing to meet them. 
  
  We will work very hard to get all of your properties restored and if we fail, please contact us at ************ or at *************************************************************************** and and we will make sure that we do our very best to resolve any issues to your satisfaction.
  
  

• Review fromMitchell M

  Date: 09/17/2024

  5 stars
  Surf has proven time and again it's willingness to improve and work on itself. Every time I call customer service, I connected within minutes and they are incredibly willing to help, giving me a call-back to check on my connection, doing everything they can to make sure I'm happy as a customer. The fiber optic ******************** is amazing, continues to work when power dies, (I have it on a battery, thank the lord!) and gives me consistent and fast speeds. The install went great, I wasn't super happy about having this big cable laying across my yard for the unknown and unscheduled date to trench it, but after moving a few things so my dogs can't tear it up, they came when I wasn't looking and trenched it - as quiet as the night - so I guess that's a good thing. Ever since then, I've just been hoping for 2 gig to come to me.. but that's at the behest of the company - not something I can control haha!Thank you Surf, you deserve better than an F on here for sure.
  

  Surf Internet

  Date: 09/18/2024

  Thank you so much for your kind words and for sharing your experience with Surf! We're thrilled to hear that our customer service and fiber optic ******************** have met your expectations, and we truly appreciate your patience during the installation process. We understand how inconvenient the temporary cable placement can be, and we're glad our team was able to complete the trenching quietly and without disruption.
  

  Your feedback motivates us to keep improving, and we're always striving to provide the best possible service to our customers. As for the ***** speeds, we're definitely working on expanding that availability and hope to bring it to you soon! Your trust and support mean the world to us, and we're honored to have you as a happy customer. Thank you again for choosing Surf, and we'll keep working hard to live up to your expectations!
  
  

• Review fromBrenden K

  Date: 09/17/2024

  5 stars
  Great service. No issues. Install took 1 1/2 Hour. **** cheaper than ******* with much better service.
  

  Surf Internet

  Date: 09/18/2024

  Thank you so much for the positive feedback! We're happy to hear that you had a smooth installation process and are enjoying our service. It's great to know that you're finding value in Surf compared to other providers. We're committed to delivering reliable, affordable internet, and it's wonderful to hear were meeting your expectations. Thanks for choosing Surf!

• Review fromAl N

  Date: 09/10/2024

  2 stars
  I have been trying to contact customer service for the last two days and have gotten nowhere. I call the customer service number and get the automated system. When I get told that I will be connected to the next available customer service *** the line disconnects and hangs up. I have called 6 times with the same result. I tried their website and log in to my account and then the webpage is totally unresponsive. It appears that they are refusing to let me contact them in any usual way. I am regretting that I made a switch to Surf Internet. The service itself has so far been OK but, their communication with customers is VERY disappointing.
  

  Surf Internet

  Date: 09/11/2024

  We sincerely apologize for the difficulties you've experienced in reaching our customer service team. This is not the standard of communication we aim to provide, and we regret any frustration this has caused.
  

  We will be reaching out to you directly to assist with your concerns. In the meantime, if you need further assistance, please don't hesitate to contact us at ************ or via email at *************************************.
  

  Thank you for your understanding, and we appreciate your patience as we work to improve your experience with us.

• Review fromKevin K

  Date: 08/12/2024

  1 star
  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

  1 star
  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

  1 star
  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

  1 star
  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

  5 stars
  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