Reviews

Review Details

• Review fromChristopher M

  Date: 01/01/2024

  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.

• Review fromChris T

  Date: 11/12/2023

  Been a week and Surf hasnt finished activating my service. No return calls. Only support Ive gotten is when I call in. Nobody can tell me whats wrong when I call in.

• Review fromAnthony S

  Date: 11/06/2023

  Surf has been fantastic. Easy to talk to when signing up. Willing to answer all questions, and anytime there has been an issue it was resolved as soon as possible. This has been the best thing to happen to ********* ******** because it gives ** another internet option besides Xfinity for high speed internet. Will recommend them to anyone
  

  Surf Internet

  Date: 11/07/2023

  Thank you for sharing your experience. We really appreciate the feedback. Thank you for giving Surf the opportunity to serve you!

• Review fromMark L

  Date: 10/30/2023

  I live out in the country and have had Surf Internet service through a satellite antenna and more recently through a Fiber cable. I couldn't be happier with the service I've received. The people I've worked with have all been great. And I certainly have had no complaints; with either the service or the people I've worked with. If anyone has the opportunity to sign up with Surf, I encourage them to do that.
  

  Surf Internet

  Date: 10/31/2023

  Thank you for sharing your experience. We really appreciate the feedback. Thank you for giving Surf the opportunity to serve you!

• Review fromWallace M

  Date: 10/26/2023

  We've had Surf since they came to our neighborhood last summer. Service has been reliable for the most part and customer service has been awesome! Did have an outage that a tech fixed the next day. Service remained rock solid since. This is the first ISP I've seen with a price lock. This is a big deal because your rate never changes if the price goes up. Love it!
  

  Surf Internet

  Date: 10/27/2023

  That's fantastic! Thank you for sharing your experience. We're glad to know you love your Surf Internet service. We really appreciate the feedback. 

• Review fromNancy C

  Date: 10/23/2023

  They brought fiberoptic to our town this summer. Their communication is TERRIBLE and the speed is not any better than the other carrier. I ordered ****************** and then when they came to install, was told that if I had ordered through a "representative" going door to door I would have gotten a better deal. Trouble setting up appointment to get installed. If you call for customer service you keep getting transferred to different departments saying it's not what their department does. The worst was transferring our land line. The installer explicitly told me there was nothing I needed to do. They would contact my provider and make all the changes. I specifically asked if I had to call to cancel with the current carrier. Was told NO. Continue to receive bills from original carrier because our service was never cancelled. Contact Surf and was told that it was my problem even though I told them what the installer had said. They said there was nothing they could do, so I am out another $150.00,
  

  Surf Internet

  Date: 10/30/2023

  We have contacted the customer with the following response.
  
  Dear **************,
  
  I have reviewed your account and all of the notes associated with the installation of your voice service. This has obviously been a bumpy start and I apologize for that! We did not set expectations well or communicate thoroughly with you during this process. It is my goal to ensure that you are taken care of. We value long-term relationships with our customer, and it is our goal to keep you as a customer and ensure the service meets your expectations.
  Because of the miscommunication, I am ready to apply a credit to your account equal to the amount that you were charged by MCI for your phone service after August 10th (the date you were installed with Surf). Please email a copy of the bills you have received from MCI since August 10th, and I will ensure the appropriate credit is applied. We recommend contacting MCI to confirm that your service is fully cancelled with them. Surf took ownership of your phone number on 8/21 from MCI.
  
  Thank you for your patience! We look forward to earning your trust going forward!

• Review fromMick L

  Date: 09/22/2023

  Have had great speed and service since installation over a year ago. Had a small issue at original install but, that was handled promptly. I highly recommend Surf
  

  Surf Internet

  Date: 09/25/2023

  We really appreciate your feedback! Thank you for giving us the opportunity to serve you!

• Review fromMeghan F

  Date: 09/13/2023

  Surf has been the best internet. We have never had any outages, customer service is top notch, and we get the speed we pay for. We have the 1 gig and have multiple devices (gaming, tvs, phones etc.) all connected and have never had any issues with service.
  

  Surf Internet

  Date: 11/07/2023

  Thank you for sharing your experience and for giving Surf the opportunity to serve you. We really appreciate it!

• Review fromRobert W

  Date: 09/12/2023

  I am a new customer and the installation was carnival. That's all I can say. Now this new system might have 1 G input but by the time it gets to your device you only have 70 or worse Mbps. This eero wireless system they use is junk. They have been here trying to make it work better but cant. Of course they say you'll have better speed when you go to the best system. 1G should be more than enough for any house hold. They were suppose to call me back yesterday on a first month billing issue. Never herd back. Yea that to already. Maybe fighting with ******* isn't so bad.
  

  Surf Internet

  Date: 09/13/2023

  Thank you for bringing this to our attention. We are continually striving to provide the best service to our customers. We sincerely apologize that you have had such a negative experience with us so far. We absolutely want to make this right for you and provide both the great internet service and customer care you deserve. Slow speeds is not a typical issue. I have opened a new ticket in your account to have our Tech Support team investigate this right away to get it resolved. I don't have access to the billing system to see what is going on there but I will ask our Customer Relations Manager to look into this today and reach out to you ASAP. Lastly, the vast majority of our customers have been satisified with the eero WiFi routers we provide, but one option for you is to provide your own router if there is one you find works better. You are not required to use the router(s) we provide. The only caveat to this is, if an issue arises, we would not be able to run any diagnostics on any router not provided by Surf Internet. This is just an option available to you if you want to try it. We do not suggest that you should or have to provide your own router. If you would like to call or email our tech support team to follow-up on the new ticket, the ticket number os ****** and they can be reached at ************ or ********************************. 

• Review fromPatrick J

  Date: 08/12/2023

  Signed me up to connect to internet. The guy gave me a Monday appt. Then 2 days later he showed up again and told me iinstall was changed to a wednesday. Problem is, I cannot do a Wednesday. I told him that and he said, someone would call the next day to reschedule the appt. They never did and it is three days later. I guess they do not value my business.
  

  Surf Internet

  Date: 08/14/2023

  Thank you for bringing this to our attention. We are continually striving to improve our processes and our customer experience. We apologize for the mix-up in scheduling and any inconvenience this may have caused. Someone from our dispatch team should be reaching out to you today to get you rescheduled for a different date. We thank you for your patience and for giving us an opportunity to serve you!