Reviews

Review Details

• Review fromDe P

  Date: 12/04/2024

  1 star
  They had a promotion when you signed up for the 1 gig you get a 100 dollar **** gift card. When they sent it electricity it was for a stupid hand stone massage no option to choose. And customer service SUCKS!!

• Review fromJon S

  Date: 11/20/2024

  5 stars
  Had a very easy install and good service so far. There was an issue a couple weeks ago with new equipment, but the downtime wasnt too problematic for me. The great thing I have to say is the speed for cost cant be beat, and the competition was charging more and more for slower speeds. The competition also uses outsourced tech centers, where underline is strictly local.

• Review fromthomas r

  Date: 11/07/2024

  1 star
  Technician dropped off the equipment without provisioning it. Told me to call support. This was during the Nov 24 outage so I had to leave a callback number. Never called back. The only way I could get support was threatening to cancel. I was assured the "Don't call us we'll call you" model of support was due to the outage. Fast forward to today. There is no outage. The "Don't call us we'll call you" model of support was still in effect.They did not give me the credentials to access my account. They finally sent me a network ID and password that was not needed. Had to figure out this and everything else on my own since the support agent sent me either wrong information or none at all.Most frustrating support experience I have ever endured. Please stay away.

• Review fromJonathan L

  Date: 11/03/2024

  1 star
  4 days and counting with no internet access and no communication with the ***** While they offer a cheap fiber alternative, their customer service is nonexistent. Most of th etime this doesn't bother me, as I don't often need to talk to my ISP, but this past week they've had a major outage in **************** and Fountain and have had close to no contact with their customers. They pushed out an email saying something is wrong, and there's no ETA. Aside from this, their phone lines are off, they don't respond to emails, blame others (rumored, because they aren't talking to us), and remain entirely unclear about how or when this will be resolved. Absolutely atrocious customer service and communication. This is not a simple outage either; Underline customers are going on day 4 of having no internet service, with no communicated ETA on a fix. On Monday I will be returning their equipment to their office, the only way to cancel your service with them.

• Review fromSam M

  Date: 11/02/2024

  1 star
  November 2, 2024 - day 3 WITHOUT Internet. This company has had a very large internet outage for 3 DAYS now and REFUSE to respond to emails, calls, or anything to at least explain to their customers what the issue is. They literally will not pick up the phone and their recording is claiming they're working "overnight" to deal with the situation but that's it. I have never dealt with a more unprofessional service provider in my life. They've stranded people who rely on them for Internet and refuse to even pick up the phone to talk to the very customers who keep them afloat. We and our families are switching companies and will NEVER recommend this company to anyone and will tell anyone who is thinking of using this company about this outage and how it was handled because they deserve to know how this company treats their customers.

• Review fromMar H

  Date: 09/26/2024

  1 star
  This company has been putting in lines for WEEKS and needed access to my yard. First day was from 9am-9pm. Today they just went back trespassing without permission. The dog has a dog door. They are lucky he didn't escape. Will never do business with your company

• Review fromAaron H

  Date: 11/09/2023

  5 stars
  Underline's communications and staff have been nothing but absolutely professional, courteous, attentive, and responsive. The installation was absolutely seamless and the incredible fiber-to-my-door speeds, both up and down, are phenomenal. The help desk was super prompt in returning my technical support calls and more than willing to go the extra mile to ensure my entire experience was nothing short of phenomenal. Every staff member with whom I interacted has demonstrated that they truly care about their customers and want nothing but the best for them. This is all on top of the fact that I am getting 10x the speed of my previous provider with no throttling, the same upload speed as download speed, and no outages during rainstorms. My previous provider left damaged equipment up on a line that is not protected from the weather and refused to fix it unless I paid $150. Such a ***** contrast to the personal and helpful service I have received from Underline!

• Review fromCrystal M

  Date: 07/13/2023

  1 star
  I work from home as a criminal appellate attorney. Yesterday (7/12) I was in court with headphones on all day. When I took a break, I found someone in my backyard. They had jumped the fence and broke a piece of it. I began nicely to ask the man not to do this, as I will not be liable if he is hurt by his own reckless and unreasonable behavior. They agreed. Today, I unlocked the gate prior to logging into court, and had to request a break from court as I caught one of the adult workers half way over my fence again in the same place it was damaged. I don't care about the damage as my fence is being replaced next month. What I care about is that it is not stable and I won't be responsible for their actions that could cause them harm. Moreover, you do not have a right to damage my property regardless when you repair or access your easement in the lines over my yard. You have a duty to control your employees under Respondeat Superior and I am now going this route as unlocking the gate and getting into an argument with the employees and supervisor yesterday did no good. If your agents are on my property to access your easement ensure they act reasonably as is your duty to act.