Reviews

Review Details

• Review fromKellie A

  Date: 05/30/2025

  1 star
  We have the highest package. 25 up and 2 down or something like that for $115 a month for the last 8 months we have been trying to get this resolved. We are getting 1 up and 1 down. All we get is we will send a tech out the tech changes everything bc they cant see anything wrong on our end and they wont fix the problem. I ask to speak to manager and I get told they will call me later and never do. Cant get reimbursement at all. Their communication and customer service is not very good at all. Keep getting the run around.
  

  Surf Internet

  Date: 06/02/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration youve experienced with your service and our support process. What youre describing does not reflect the standard of service we aim to provide, and we want to make this right.

  
  Its unacceptable that your speeds have not met your subscribed plan and that youve been left without clear answers or consistent follow-up. Your repeated requests for resolutionand lack of communication and accountability on our ****** concerning and being taken seriously.

  
  To help us look into this immediately and escalate it properly, we ask that you please reach out directly to our support team at ********************************* referencing this message. If you prefer, you can also reply here with your account name, address, or service number so we can locate your account and begin investigating right away.

  
  We appreciate your patience, and were committed to resolving this issue to your satisfaction. Thank you for giving us the opportunity to make it right.

• Review fromharry C

  Date: 03/26/2025

  1 star
  Surf came and installed internet and worked for only ************************************************************************** 2 hours. Found out that was not true as marketing director for surf lives close by and left his comment on my page for FB. Waited all night with no internet service and disconnected service - terrible customer service

• Review fromJeff S

  Date: 12/04/2024

  5 stars
  Surf internet I has been great at lake of the ***** up time is over 90% and the speed is always good no issues to to report has them 6 months now!!!!
  

  Surf Internet

  Date: 12/05/2024

  Thank you so much for your kind words and for sharing your experience with Surf Internet!
  

  Were thrilled to hear that youve been enjoying reliable service with over 90% uptime and consistently great speeds at **********************.

  Providing a smooth, trouble-free internet experience is our top priority, and were delighted to know weve met your expectations over the past six months.
  

  If you ever have questions or need assistance, dont hesitate to reach out. Thanks for being a valued Surf Internet customer!

• Review fromSCOTT T

  Date: 11/28/2024

  1 star
  Cut cable line and refuse to pay damages for lost time. I work at home and have lost several hours of time and money while my internet was down. I did not give them approval to dig in my yard, yet they did so anyway. They do not properly check for underground cables or lines. I requested reimbursement for the downtime and was refused. A court filing is now in order for damages and lost income.

• Review fromRob F

  Date: 10/16/2024

  1 star
  Surf Internets fiber install contractor does careless work! In ********************, IN they used RLM fiber contractors that now have at least 3 homeowners that are replacing sewer lines because the plowed their fiber right through the main sewer lines. "call before you dig... right." So my father is a 77 year old on a fixed income and now this fly by night company has not paid the $4,500 bill that they committed to before the sewer line was replaced. Companies like this have insurance for times just like this when they s**** up. Come on Surf if you want play with the big boy internet companies then own your mistakes.
  

  Surf Internet

  Date: 10/18/2024

  Hi Rob. We sincerely apologize for any inconvenience this has caused you, your father, and your neighbors. We take every precaution to avoid such incidents. Unfortunately, as is the nature of digging underground for any company, they do happen from time to time. This could be for a variety of reasons including lines not being properly marked or not being buried as deep as they should have been. When damage does occur, we try to ensure it is resolved as quickly as possible. As of 10/17/24 a check was submitted to reimburse your father. We hope this helps.
  

  Surf Internet

  Date: 10/18/2024

  Hi Rob. We sincerely apologize for any inconvenience this has caused you, your father, and your neighbors. We take every precaution to avoid such incidents. Unfortunately, as is the nature of digging underground for any company, they do happen from time to time. This could be for a variety of reasons including lines not being properly marked or not being buried as deep as they should have been. When damage does occur, we try to ensure it is resolved as quickly as possible. As of 10/17/24 a check was submitted to reimburse your father. We hope this helps.

• Review fromMickey F

  Date: 10/05/2024

  1 star
  We did not choose to subscribe to Surf Internet and are relieved we stayed with Xfinity after reading about the many dissatisfied customers. Since ********************** was installed in my neighborhood, we are having intermittent WIFI interruptions and blocked ******* cell phone signals. Are there other customer complaints regarding these issues?
  

  Surf Internet

  Date: 10/08/2024

  Hi ******. We're sorry to hear you've been experiencing interruptions to your WiFi and blocked cell phone signals. Our fiber cable is buried underground. A light travels along glass strands from the main hub to people's home transmitting uploaded and downloaded data. Neither the hub nor the cable transmit any signals through the air, so there would be nothing to interfere with WiFi or cell phone signals. 

  Also, please keep in mind that our total online reviews (both positive and negative combined) only represent about *****% of our total customer base, the vast majority of which have reported being very happy with our service. Additionally, Surf Internet's quarterly Net Promoter Score (NPS) currently ranks of 67 compared to industry average of 6.*

  NPS is a metric used by the industry as a whole to measure customer loyalty and satisfaction by asking customers how likely they are to recommend a company's products or services. For the past 3+ years, our ranking has remained well above that of our competitors. 

  We hope you will consider giving us a try. Installation is free and we don't lock you into a contract so it is risk-free to try. We offer Price-Lock for Life so the price of your plan will never increase as long as you remain on that plan, whether that is for one year or for 10+ years. We also have transparent All-in pricing, meaning the price you see is the price you pay. All taxes and equipment fees are included. See ************************** for full terms and conditions.

  We're happy to answer any questions or address any concerns you may have. You can reach us at ************. 

  *SOURCES: satmetrix. com | NICE ********* 2022 Consumer Net Promoter Benchmark Study Net Promoter, Net Promoter Score, and *** are trademarks of ******************, ****************************, and **** *********.

   

• 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!