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Business Profile

Internet Providers

Surf Internet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:22/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been getting 1/10th of the advertised 1g download/upload for over 2 weeks now. I spoke with a rep on the phone 12 days ago and they said there were problems in ********. what issue is so massive its taken close to a month to fix? there is no way for me to get information from this company outside of having a ******** or calling them. I am beginning to get the feeling they signed up way too many people in my area and now customers are dealing with the consequences of surfs decision.

  • Initial Complaint

    Date:24/05/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    My mother needs to have her equipment returned after canceling her account with ********************** due to her move away from the city. She was told when she signed up for service she could drop it off at Surf's ******** office where she picked it up. With that location now closed, I would very much appreciate an opportunity to drop off the equipment at the *********** warehouse (I offered to be available on the sporadic days this location is staffed) if Surf will not provide a prepaid shipping label. Shipping is very expensive, and this was not a cost advertised when my mother signed up for this service. Unfortunately, Surf continues to demand that we ship the equipment to them at our cost.I sent my request using their website contact form around May 5 but received no response. I sent two emails to ***************************** (listed on their website), dated May 10 and May 16 but have received no response. I also tried resolving over the phone, but the customer service representatives are not able to make any adjustments to the policy. I spoke to representatives on Apr 29, May 1, May 18, and May 23. On May 18 I was promised a call back from a manager within 24 hours. On May 23 I was promised a call back from a manager, but was told they would not make any changes, and would not provide an estimate for when I could expect a call back.

    Customer Answer

    Date: 24/05/2023

    Thank you for your prompt response. Please see attached ***** of ******** form.

    Business Response

    Date: 24/05/2023

    Dear *******,

    You do not have to return the router, you can keep it. The account is already closed and there is no money owing.

    Also the customer did not pickup from our office, we always charge shipping fees, we never give out free shipping labels. This is the transaction:

    **** ********** *********** *****************
    ********
    ******** ************ **********************************************
    ********* ******
    ******************************
    *************** ******** **
    ************
    *************

    **********
    **** ********** *********** *****************
    ********
    ******** ************ **********************************************
    ********* ******
    ******************************
    *************** ******** **
    ************
    ***********



    *** *** *** ******** ** ****** **** *** ******* ** *** **** ** **** *** ******** *****

    ***** ****




    Customer Answer

    Date: 25/05/2023

     
    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.

    That being said, my satisfaction relies on the business acknowledging the equipment includes a modem AND router.

    Sincerely,

    ***************************

Surf Internet is NOT a BBB Accredited Business.

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