Reviews

Review Details

• Review fromFrank P

  Date: 03/27/2024

  3 stars

  Frank P

  Date: 03/27/2024

  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

  Ken M

  Date: 03/14/2024

  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

  Christopher 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

  1 star
  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

  5 stars

  Anthony 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

  5 stars

  Mark 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

  5 stars

  Wallace 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

  1 star

  Nancy 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!