We're very grateful to Ryan D for helping us out. We moved to another location and needed phone & internet service. Ryan was the pro-active person to see that everything was finished in a timely fashion even after a slight mix-up. He took responsibility to see that the work was completed and to make sure that we were happy campers. We are now because of his efforts. Thanks, Ryan! Customer Service goes a long way with me. Thanks again, Pastor Mark read more

Horrible service, connection is down frequently, nobody to talk to during evening hours. Avoid at all cost!!!

I work in IT and a colleague made me aware of PAXIO's effort to make gigabit fiber service available in West Berkeley. Hence, our 6-unit condo with live-work spaces was among PAXIO's earliest customers. Installation was handled very professionally, with careful attention to our buildings, and the Internet service has been superb, as fast as promised with no outages of note (a far better experience than we had had previously with Comcast and AT&T). We also like their net neutrality policy, and their focus on just one thing -- network access, and not trying to sell us other services. Just today, one of their maintenance technicians, Angel, showed up for what has become an annual preventive maintenance visit, blowing out any soot and dust that may have accumulated in the fan-cooled switch they mounted on our garage wall, to reduce the chance of the unit failing from overheating. All part of a great service model. read more

Excellent speed. Very fast customer support. It just works. Enjoy having no obligatory bulky cable modem. Ethernet is the norm around the world (but not in US for unknown reasons). And PAXIO provides that norm. read more

If I could give six stars, I would. I have been a customer since 2010 with in-home fiber (localized termination). I started with their 100Mbps (symmetric up/down) service with a /27 static IP and have since upgraded to their 1Gbps service. I have not yet upgraded to their 10Gbps service though it was offered to me. I once met the CEO when he was servicing our complex and he was very friendly and super knowledgeable -- got into a lengthy discussion over IPv6 and I loved his vision. I gladly recommend Paxio to anyone/everyone I meet that qualifies for their service. read more

Bring service to Oakland Grand Lake/Adam's Point. You guys are the best around!!

I've given up and decided to go with Comcast. === Sep 28 (2 days ago) to me Hi Sam, Sorry I still don't have an answer for you on this. We have fiber in the area, but I don't have the terminal that would or could provide service to you. Let me try to get a better idea of when we can get this terminal installed. Best Regards, Chris Benadom The PAXIO Team === Hey Chris, Thank you but nevermind--I've decided to go with Comcast. I honestly can't believe how painful of a process this was. I'm having to choose a company with some of the worst customer service on the planet because your company's customer service was even worse. :( Thanks, Sam read more

Unreliable. Mediocre customer service. They email me when I complain and have even sent out an agent only to still have terrible web service. My internet goes out regularly and I pay for higher quality service than my building offers. The worst part is they often seem unsure why they have the issues and outages they have. When comparing to big players in cable/web who suck for different reasons, at least you can count on them to actually provide service consistently. With PAXIO every day is a gamble. read more

Lol down last week and down again today, they're a complete joke. I might add I live in a new high rise building with fiber optic cables in individual units. Paxio's service is simply unreliable. I can't work from home for fear I'll have no internet service in Silicon Valley in the year 2018. read more

We had Paxio internet for several years and they used to be great, but something's gone seriously wrong there in the last year or so. We started having problems with out internet service, and it took Paxio almost 2 weeks to send a guy out. When he finally came out, he was completely clueless and insisted that the problem was our wireless router. Dude, the router was disconnected and we were plugged straight into the Paxio box! He refused to do any troubleshooting and took off, and when we called to try to get someone else out, Paxio refused to send anyone unless we paid extra because they insisted that the problem was our router. Apparently a disconnected router sitting in the vicinity of the Paxio box has such a strong aura that it can zap your internet service. Who knew? Given little choice, we cancelled Paxio and went with Comcast. I'm not a huge Comcast fan (overpriced), but, hey, at least we have a functioning internet connection. And, surprise surprise, that "defective" router that supposedly caused all the Paxio problems has been plugged back in and works just fine with Comcast . . . Just to top it off, after we cancelled Paxio they started harassing us, falsely claiming that we hadn't paid our last bill. We just faxed them our bank statement showing the payment we made, so we'll see what happens. Who knows, maybe the router ate the payment . . . read more

I was interested in Paxio because they have a plan where you can have 20 mbps down AND up. Most ISPs limit you to 2-3mbps up, but I wanted more since I backup my computer on line and this would be 10x faster than anything else out there. I first sent an inquiry 5 days ago wanting to try their service out. This was done with one of their on-line forms. No Reponse. I called in two days ago asking for their sales department. I was told that a message would be sent to them, so I gave them my contact information and was told that someone would be in touch with me. After not hearing from them, I called them again yesterday, but again no reponse. I guess they don't want new business. It also makes you wonder that if it is this difficult to give them my money, how interested would their customer service be if I need help. read more

ZERO customer service. None. A week ago, I looked on their website to see if I was in their service area. They have no map. I called, and was told I had to fill out the form, and a sales person would contact me in a few days (this is an interrnet company?). I got the confirmation email, so I know they know how to find me. 6 days later, I still didn't know if I was in their service area. I called again, and got their "offsite office", which is an answering service. I emailed them, and asked if they wanted my money. It's been a week, and they can't be bothered to let me know if there's service in my area. If it's that hard to even start service, what's it like if there's a problem? These folks are competing against Comcast; the most hated company in America, as well as the incompetent AT&T. They actually make Comcast look good. Even if they bothered to contact me at this point, I wouldn't trust them. I guess I'll stick with AT&T. -- edit for clarification -- They serve my city, but it's unclear if they serve my neighborhood. read more

My building took a special assessment to purchase the equipment which Paxio stated would allow up to have fiber access and high speed access throughout our building. That was well over a year ago and they still do not have the fiber access working. In the meantime they have been doing a wireless shot to carry all the traffic in our building. In addition to being slow when there are a lot of Paxio users online, the service is practically unusable during moderate or heavier rain. This means we have had a lot of slow/unavailable service the last few weeks. And even though Paxio supposedly checked that they could pull fiber to each condo unit which wanted fiber, they didn't exercise due diligence and turns out they won't be able to pull fiber to every unit. Big talk, little service. read more

I always thought that I had no choice besides getting Comcast for high speed internet... but that changed when we moved to Sunnyvale from San Jose. I found out about Paxio and decided to give them a shot. What really sold me was not only that the download speeds was extremely fast, but the uploads are at the same speed too. This is perfect because I backup all my files to the cloud and I can rest assure that my data is safe up to the minute with the fast uploads. Love their service, price, and support. I highly recommend them over all the other ISPs. read more

The price is really competitive and the speed is blazing fast. Paxio fiber optic internet blows Comcast out of the water with symmetric download and upload bandwidth (ie. no slow down while bittorrenting, uploading files, etc), and you get twice the bandwidth for the same price! At the time of my install, 30Mbs up and 30Mbs down for just under $50 after tax, while comcast charges about $50 for 12Mbs. The customer service at Paxio feels very personal. I was especially impressed with the on-site installer Lam. There was pre-existing wiring issue inside the drywall of my condo, which consists of two bad cables, 4 out of 8 wires in the living room cable, and 2 out of 8 in the bedroom. Lam was very patient throughout the whole install and debugging process. We tried to locate the broken points and reapplied termination probably about 10 times. At the end, Lam used the ingenious method of swapping the good wires for telephone and ground for the bad wires for data, and we established connection on the same day despite the previous bad condition. (From my experience, other installer would have given up at the first sign of cabe trouble inside the wall). By going the extra mile, Lam saved me a lot of hassle of going to the HOA and requesting re-cabling inside the drywall, and I'm very very satisfied with his professionalism and customer-oriented service. Definitely recommended. read more

Outstanding provider, honestly the best I have ever had. Incredible customer support, very responsive and knowledgeable team, and affordable prices for several different tiers of internet speeds. They're a very small business compared to giants like Comcast and they actually care about their customers' needs. I recently moved to a new building and was SO BUMMED that Paxio is not (yet) an option for me. I can't say enough about how I wish I'd discovered Paxio sooner, and am literally counting the days until it becomes an option for me once again! read more

A week later, I got a rejection email saying they do not service my area. From the wording, you would think I was applying to college, not paying an ISP for internet! read more

I am a huge fan of Paxio. I used Paxio service for over 7 years at my home in Sunnyvale...in all of 7 years there might have been a short outage 2-3 times..that's AWESOME AVAILABILITY!! Unfortunately, i moved to Milpitas recently and Paxio doesn't have coverage in my local area yet! What a bummer!! I am struggling with the likes of Clearwire, etc... Full marks to Paxio!!! read more

i live at the sonora in sj. we're supposed to have service up and running in dec'10 eddy and phil blame the delay on non receipt of equipment from their distributor. i put down a $1k deposit to lock in lower prices for about 25/mth for 20mb up and down both reps are non responsive. i request they provide receipts, i do not get answers. they drag their feet. no response for like 10 days. i'm still waiting read more

Very sad to be moving out of range. Nearly 100% up time, very few issues, excellent rate, and super fast up and down speeds. Really as good as it gets. read more

I was able to slash my Internet bill by about 50% by switching to PAXIO. The big cable/internet companies wanted to force me to get a bundle to lower the internet bill, or to pay about $60 just for internet. TX+Internet bundle was about $75. I was skeptic of going with PAXIO at the beginning as I did not heard of them before and was not sure of the quality of service provided. The I realized it was the best decision I could have made. When compared to ATT/Comcast, PAXIO has a much faster internet speeds. I have no issues watching Netflix or streaming music/video. In a nutshell, great customer service., fast installation, no hidden fees, and no equipment rental fees (just had to get my own wireless router). read more

We were first adopters in our condo building and there have been several issues. However, the biggest issue is Paxio's terrible support. If I call support, it goes to voicemail. Always. I leave a message and I may or may not get a call back. I've sent emails to Paxio's support and received the obligatory "We received you request" email and then... nada. Nothing. So, my best bet has been to call and leave a voicemail. I hate (and I mean HATE) to say it, but I'm seriously considering returning to Comcast. read more

I had to contact them 3 times over 2 weeks just for them to actually get back to me. For a service inquiry form, that is completely unacceptable. Turns out they do not cover my area anyway, even though it is less than a mile from their headquarters. I will be waiting for Google fiber to come to town... at least I know they actually want my business. read more

$26.50 a month - symmetric speed (same for both upload and download). May be one single problem once every 6 months or so. I am surely not complaining. read more

Update - 1/2/13 Haven't really had any problems over the past nearly 3 years. They recently changed the on-line billing service which is a 100x's better than the previous CRAP they had which is great. To my knowledge, no service issues - the speed is consistantly fast enough as advertised and I haven't experienced any loss of service that was not my own fault So for that, updating to a 4 star rating. I am happy I don't have a need to connect with Tech Support as it seems there may still be some issues on that front based on other user comments. Good job Paxio, keep growing and getting better! Happy New Year! Until recently, I would have rated Paxio 4 stars for service and speed and 2 stars for customer service. Today, I rate both at 1 Star. 1st, Customer Service - I have been in contact with Paxio CSR's for over a month now attempting to get Static IP service setup on my account. Everytime I call, I mention that I ordered it the last time and the person I spoke with said they had escalated the request to a technician and would get back to me shortly. Months later, shortly has still not come. After the first several calls, I get increasingly fustrated and ask to be contacted by a CS Manager or Director of Customer Relations etc... to date, still no contact. I find this unreasonable. On to the service side - last week, Internet service was out for (as far as I could tell) 24+ hours straight, on a saturday no less. Today, service was out nearly 3 hours. What is going on here? In my history with Paxio, the service has never been interupted like this. In the past, its been 10 minutes here and there... hour and day long outages are not good for business! At this point, I am seriously considering going back to Comcast for HSI...and THAT truly is somthing that makes me SAD! read more

I have only had PAXIO for less than a month, but it is awesome. I have 250mbps down and up for ~$72/month with no data cap. Can't beat that. The service has been great as there were some initial installation hiccups. It took a week but everything was resolved and I'm very happy with how they handled the situation. The reason it took a week to solve as the PAXIO people need keys from my HOA to gain access to a specific area of my town home. Super happy to cut comcast off completely! read more

We've had Paxio internet for most of the time we have lived in our condo in Emeryville. It's THE option if you want awesome service & don't care for cable TV with their bundles. In all these years, I believe there was one time we didn't have service and it was resolved in the very same day. I will miss having them as my provider now that I am moving to Berkeley. read more

paxio is amazing, they have excellent customer service, their internet speeds are great and they are 100% responsive. not sure about people trying to contact them and getting no response. i sent an inquiry on the website, and was emailed and phoned right away to discuss my options. i have had nothing but excellent customer service (in oakland/emeryville) since my initial contact. i couldn't be happier and like faye h., cannot imagine going back to comcast or at&t. i'm a paxio fan for sure. if you tried contacting them and did not get a response, i'd say try again. also, for sam l., you have the option to put a wireless router in between your wall and the computer. but plugging directly in with an ethernet cable will get you faster speeds. i plug directly in to my computer and have had no issue. read more

Works great! Installation was quick and easy. So far service has been fine. Fast- would recommend

I've had Paxio for 4 years now, my condo was prewired with it when I moved in. Paxio has been so great anytime i needed anything at all. There have been a couple hiccoughs, very minor understandable things, and they have been extremely responsive. They consistently went above and beyond, returning non urgent emails on Sundays, forgiving fees for a billing misunderstanding that was truly my error, etc. And they just changed their service structure, which I was concerned about, but when I checked closely-- they increased our service speed without increasing our monthly fee. Yes, you read that right. They gave me more for the same amount of money. Without being asked. Paxio rocks. read more

Switched from expensive Comcast cable-based internet to highly affordable and blazing fast Paxio fiber internet service two years ago. Speed is exactly what I'm paying for, and this deserves five stars. Unfortunately, Paxio's changed how they operate their business model, specifically in regards to their billing and customer support. These departments are absolutely deporable. We pay our bill every month, on time, and electronically through our bank without exception. After not receiving billing invoices for close to five months (albeit internet service was never stopped), we thought it strange that Paxio wasn't talking to us. So we emailed. No response. We continued to email - no response. We called their customer support - no one answered the phone - we left voice messages... still no response. (all this time we still had internet service, and continued to make our monthly payments). Then we get a letter in the mail informing us that Paxio was "updating" their billing department. We figured no big deal, until we started receiving emails from Paxio billing stating our account was three months delinquent. We called and emailed, no one answered. Finally we got a response to the email and had our bank follow up with Paxio billing. Our bank rep calls Paxio, shows them proof that we've paid them money, and Paxio doesn't trust our bank! Tonight, I get an email from Paxio stating that they have reviewed our account, and we still owe 115 in past due fees (equivalent to three months), which our bank already proved we paid to Paxio's bank, and then to add more insult, they've raised our rate WITHOUT notice! Billing and customer support -4 stars. Bottom line: the ISP is fast, but the billing/customer support headaches are too much. Instead of acknowledging their billing mistakes, their incompetence is going to cost them a hassle-free and responsible customer during an economic time where companies should be doing everything to keep their paying customers. We've sent a letter to Paxio's CEO, but the damage is done; we're looking for a fiber alternative. read more

Paxio billing dept and accounting issues are a huge mess. We have always been on-time with our payments whenever a bill is issued. But Paxio deducted money from our bank account unauthorized and refused to credit this back to us. Last month, we again paid on time and they cleared the check through their bank JP Morgan Chase. However, they did not credit us for our payment and are now asking us to pay double. The customer service at Paxio refuses to resolve these issues and are unresponsive. They also continue to force us to send them documentation of the payments. They don't know what the hell is going on. The internet speeds are fast, but in all seriousness, the experience is dreadful and not worth it. If you want to continuously send money to a black hole without receiving crediting you for it, and want to spend hours on the phone stressing, go with Paxio. read more

Great customer service. I've had maybe just one or two service interruptions in the two years I've been using them. Each time I reported it using the contact form on their website, and a service rep or technician would call me to follow up. They even left me their cell phone number in case I needed to get in touch with them directly. The billing system was complete crap but they completely upgraded it this year. Yay! The service itself is quick and cheap. I can never go back to cable internet. read more

Supposedly Paxio is installed in new development but service is NOT up & running even though the development is occupied. No solid reason is being offered. A questions for users - no real instructions given or handed out. They say "just plug into wall and then computer" = Ethernet Cable is my guess based on wall plug. No modem is required......only a wireless router if you want to go that way. How many people are using Ethernet Cable only from wall to computer? read more

The guys have been great. Recently took over the internet management for my building, and I have no complaints. The switchover was painless and all systems are go! read more

I've been using Paxio as my internet service provider for close to 10 years in Emeryville. They have an excellent customer service team, and I cannot imagine going back to Comcast or ATT. read more

I never post updates to my reviews but this is an exception. Another PAXIO employee, Ryan de Long, has gone above and beyond to help me by handling my concerns about my Internet speeds as well as my bill. He explained to me with great detail about my services and made sure I was getting what I am paying for - Not too much or not too little. He would call me a few days later to make sure I was happy with the service and if I had any additional questions. I have been with PAXIO since 2007 and have not been disappointed. read more

Within the past year or so, they've switched their payment servicing from wherever it was to in-house (I believe). Billing is MUCH more consistent. But I'm still a little bitter, so only 3 stars :) read more

I'm a huge fan of the broadband service. I've been a customer for the last 6 years, and with the exception of a few outages i've only had one issue with them. I have a static ip address , which i don't even use, because for some reason the speed slows down significantly. I've called in to support, and they couldn't figure it out either, so i simply opted for the dynamic ip, buti'm still paying the extra $5. I want to reclaim my IP address, so i'll be making another call soon. read more

LOVE PAXIO! We were super excited when we moved into the townhouse we rent that we could use Paxio and not Comcast. Service is great, when you call, a person answers. You cannot beat 100mb fiber internet service, so amazing. We are moving out of state and will have to go back to Comcast, we are so sad :( If its available where you live, get it, cannot say enough great stuff about it, we have bragged about it to our friends for the past 3 years. read more