Reviews

Review Details

• Review fromshannon D

  Date: 06/19/2024

  5 stars
  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

  1 star
  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

  5 stars
  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

  1 star
  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

  1 star
  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.

• Review fromFrank P

  Date: 03/27/2024

  3 stars
  When it works, Surf internet is great. However, as someone who works from home, the amount of instability and inconsistent performance I've had has been frustrating at best. I got Surf Internet installed in December and at first it was a significant improvement over Xfinity. However, especially in the last couple months I will encounter significant periods of time during my work hours where network jitter is high and/or I'm getting as little as 2% of my contracted speed at the modem/router, and most recently I've had a 12+ hour period of very poor performance. This would not be so bad if Surf was transparent about ongoing issues -- Xfinity is very clear about ongoing outages, and provides troubleshooting at the *** level. However, Surf does not have any kind of publicly accessible status page, and do not update anywhere when issues like this occur. The only times I would know if there was an issue is if there is planned maintenance, but never when there are unexpected issues. The only way I was able to find out that there was in fact an area-wide issue was a community ************** in which people had asked about others' experience and someone shared that they had called their support team and gotten an update on the status. I would much prefer if there was some way to quickly find out that there is an ongoing issue and when I can expect it to be resolved -- Xfinity may have also had intermittent performance issues, but at least they are transparent on this matter.In their Transparency Policy they state "The Surf Internet Services are advertised as up to certain speeds reflecting performance under ideal conditions. Without purchasing an expensive dedicated Internet connection, no Internet Service Provider can guarantee package speeds at all times."This is all well and good, and I don't expect 100% uptime, but I would expect there to be some minimum uptime SLA or at least some transparency/communication on service status.
  

  Surf Internet

  Date: 03/28/2024

  Thank you for bringing your concerns regarding our communication during network issues to our attention. We sincerely apologize for any frustration or inconvenience you've experienced due to the lack of transparency and updates regarding service disruptions.
  

  We understand how crucial it is for our customers, especially those who work from home, to have reliable and consistent internet connectivity. The issues you've described, such as high network jitter, reduced speeds, and extended periods of poor performance, are certainly not reflective of the quality of service we aim to provide.
  

  Your feedback is incredibly valuable to us, and we appreciate you taking the time to share your experience. Upon conducting a more thorough review of your account and service location, we discovered that our usual communications regarding outages and maintenance hours were not being sent to you. We are actively working to rectify this issue to ensure that you receive all necessary communications going forward.
  

  If you have any further feedback or if there's anything else we can assist you with, please don't hesitate to reach out to our customer support team. We are here to ensure that your internet service meets your needs and expectations.
  

  Thank you for choosing Surf Internet, and we look forward to serving you better in the future.

• Review fromKen M

  Date: 03/14/2024

  5 stars
  Have been with them since summer 2022. So far they have delivered exactly what they promised! Excellent service!
  

  Surf Internet

  Date: 03/15/2024

  Thank you so much for taking the time to leave such a positive review. We greatly appreciate your feedback and are thrilled to hear that you have been satisfied with our services since the summer of 2022.
  At Surf Internet, we are committed to delivering on our promises and providing excellent service to our valued customers like you. Your words encourage us to continue striving for excellence and meeting your expectations.
  If there's anything specific you'd like to share or any way we can further improve your experience, please don't hesitate to reach out. We're here to assist you and ensure your continued satisfaction.
  Once again, thank you for your kind words and for choosing Surf Internet. We look forward to serving you for many years to come.

• Review fromMary S

  Date: 03/05/2024

  4 stars
  I've had surf internet for a year now, have only had a few outages and living in the country outages are usually pretty regular, but so far not with surf. I can count on one hand how many problems I've had within one year, and xfinity was getting ridiculous for the same service every year. I love the price lock. Xfinity I was paying over 100 dollars a month for the same service that Surf provides and I couldn't afford it anymore, especially with inflation and having a baby that loves ****** plus. So, thank you Surf for providing what you do, I won't ever switch as long as the service stays the same. Xfinity can go kick rocks, they suck! Lol

• Review fromJessie R

  Date: 02/09/2024

  1 star
  Don't count on them to follow through with your install date. First install was Feb 3 2023, tech was sick. I was rescheduled to Feb 9, **** and in talking my availability with the scheduler informed them that I wouldn't be home until 4pm. I was told that they'd put in the notes to start the install at 4:30pm. Feb 9, **** comes and the tech is *on the way* to my house at 2pm. I immediately called dispatch and explained I couldn't leave home and I was promised 4:30 to please let me know what is going on. Dispatch told me all was good and they'd make sure the tech knew I'd be home at 4pm. I get a message at 3:58pm that the tech was tired of waiting and canceled our install. Six minutes before I made it home as I had promised I would.When I called to talk to the scheduler I was told it's the tech's prerogative if they want to wait and work or not. I now am forced to take off work to try for a 3rd install date as there are no other options. I was then told that the techs cancel on average 30% of the installs for various reasons so this is a typical hassle to go through.I'm giving this one last shot before signing a new contract with my current provider. So far I'm very unimpressed with this customer service.

• Review fromChristopher M

  Date: 01/01/2024

  1 star
  July 3, 2023 was supposed to be my installation date. It was discussed with the salesman, *******************************, that it was to be an underground installation, he discussed with a manager and it was a go. The installation guy showed up and was adamant on only doing an aerial installation, I showed him all the emails and texts that I had for the underground installation. He said he had to call his "Sup" - he went to the truck, got in the truck and drove off, never to return.I sent an email to customer support on August 3, 2023 for any information on why nobody was talking with me to update on when I can get the installation completed. Nobody returned my email. I sent another email to customer support on September 20, 2023 and included all the texts that approved my underground installation by ******************************* and the manager. I received this response "We have escalated this to our **************** in hopes that a representative will be able to reach out to you shortly." I have NEVER received a response after that. I sent another email on October 26, 2023 asking for any type of update. No response. I sent another email on November 21, 2023 - no response. I sent another email today almost 6 months of total failure by Surf Internet.I have no clue what to do from here. I get no response from anybody at Surf Internet, now I ask BBB for assistance and they say I have to write this review. Not sure what that will do, probably nothing! I guess I cannot understand how any business can treat future customers this horribly and remain in business.I believe my customer number is ********.
  

  Surf Internet

  Date: 01/03/2024

  We sincerely apologize for the confusion, inconvenience, and lack of communication (or miscommunication on our part. This is not the type of experience we want anyone to have with Surf Internet. Unfortunately, the salesperson you were working with is one of our outside contractors and he is no longer working on Surf's behalf. He ( and his manager) did not have the authority to tell you we could do an underground installation without having a technician come out first and do a site visit before your installation appointment to assess whether or not it is a feasible option. The challenge we have with doing an underground installation for your home is that you have a concrete patio and sidewalk that wraps from the back of your house to the front driveway.A member of our ************* team will be reaching out to you today (1/3/2024) to schedule a site visit with one of our technicians (hopefully tomorrow afternoon). Once the tech has done the assessment, he/she will walk you through all available options so there is a clear understanding of how the fiber can reach your home. Again, please accept our apologies. We sincerely appreciate and thank you for your patience.