Normally OK, but going to change because I think about 2x per month they have problems they call ".upstream provider problem". Upstream is Rogers , which my neighbor has and his is working right now. I would not put it past rogers/shaw to do it intentionally to push people to their system. My problem is that I spent so much time getting rid of 3 shaw ( freedom) cell phones, cable tv, internet and landline in 2 different houses because they are just deceitfull liars, that I will not go back to them. read more

The price is good but the internet speed is extremely slow. I get what I pay for. Their customer service is annoying. They keep hassling me to hook auto pay to my bank account. I told them no and then they sent me a rude email back. I told them to leave me alone or I'm going to cancel service permanently. read more

Twice in the past 2 weeks they have supposed to come over to setup the internet but on both occasions they were no shows without any communication. There seems to be virtually no interest in making customers happy. Probably not the fault of the installers, these guys are way understaffed. I guess you get what you pay for. For sure stay away from these guys. read more

Poor communication. Speed doesn't seem any better than previous carrier. There is no consistency between installers and the company. Often told different things about the services being provided by the installer and what you hear when you call customer service. When calling for customer service, expect to be transferred three or four times and still not getting a competent answer. read more

Good Day Internet reviewers, My comments are in regards to less than professional ethics by Surf Media Or also known as Surf Internet in the Vancouver BC area. You get what you pay for!!! Yes its inexpensive But just try and get a return phone call from any staff member regarding outages or speeds or disconnection. Just plane lousy service. Recently my experience was 5 outages in 30 days and after my call to tech support, they offered a return call to see if things were corrected. No Return call on all 5 calls, WTF? Really Surf Internet, whats with the darn lousy service and outrite LIES!!!!! So many lousy providers out there, good luck in the future. read more

Billed me after cancellation then ignored multiple email threads regarding this issue for 7 months. Intiated rebilling again for a second month after my cancellation against my consent. I only heard back from then 7 months later once they realized I still had their modem and they wanted it returned. They then promised refund and an extra month if I restart with them and apologized for ignoring my emails and billing me. I then was told a week later that that wasn't going to happen and that they would only refund the month once they had received their modem back. Its on me to mail it back and to trust that they will honour their word and refund me, after giving me zero faith that they act honestly. I just had to Karen them so hard and would have been taken for a ride if I hadn't, avoid if you can! read more

I have had surf internet for a while and have been fairly happy with it. but recently I have had a problem with some of my apps and websites not working due to the fact they think I am in Canada. The surf representative said they are aware of the problem and are working on it. that has been about two weeks now and still no resolution. if nothing is done soon I will have to get another isp. read more

So out of all the 3rd party internet providers I've looked at, Surf was the cheapest. Well, there's a reason why they're cheap. You get what you pay for. The good - everything works as advertised once set up. The bad - let met count the ways. Not sure where they hire their staff, but every single person I talked to in their sales department had a very heavy accent. So heavy that I had to ask them to repeat themselves every other sentence. In addition, there's some weird lag in their phone lines, so we were interrupting each other constantly. - I was told it was against company policy to have my hardware mailed to another address. Why it was that difficult is still completely beyond me, especially when the reason was that nobody would be home to receive the package. This took several phone calls before they would make me an "exception". - They refused to believe that I already had working hardware, and insisted they charge me over $100 for THEIR hardware that I knew I wouldn't need. When my hardware was proven to work, it took 5+ PHONE CALLS AND OVER 2 MONTHS to get my refund back. In addition, they refused to let me talk to the accounting department directly to sort this out, leaving me to vent directly several times to the poor sales staff. - I gave them specific installation times, then a few days later they tell me they've got me booked for a time I didn't list. When I tried to adjust this date, they wanted to bill me a $85 rebooking fee. How this makes for good business practice is completely beyond me. This also took another few calls to sort out. It took me some 2 months between my first call (and payment) and installation, then another 2 months to get my hardware refund. During this time, I'm sure I made at least 20 different calls to them (not to mention several hours on hold in total) to put out all the fires. What a waste of time. In a nutshell, they are sure quick to take my money, but slow as hell to issue any refunds, and their customer support is absolutely atrocious to the point of non-existent. Their only saving grace (and the reason they're not 1 star) is their extremely low pricing. read more

cheap but internet connection wont reach my bedroom. I live in a 1 bed flat and the modem they provided is in my living room...Moving and want to cancel my subscription with them and cant get to a human to find out what the procedure actually is...no FAQ on their site either. Left a couple of emails, Facebook messages on their page and several voice mails and despite the fact that the automated voice mail states that they work 24/7...no one ever contacted me back... A phantom company with no staff and subpar internet services... read more

Apparently I can't give negative stars. So I'll have to leave one. So let's get into this lengthy story: First off, you get what you pay for and I was prepared that customer service was going to be subpar. I get it. But I didn't expect things to be this bad. First off I prepaid for a year of internet, roughly $600 up front. I then subsequently added the VOIP phone for $5 a month which gets billed monthly. Off the hop they emailed me and said that everything that needed to be done to setup the internet (I was currently on Shaw) was done. I plugged the modem in and it didn't work. Called them and technical support said to power cycle the modem. This did not work and I called again days after and got the same response.. power cycle the modem. After the third call I told them to stop telling me to power cycle the modem and to send someone to take a look. I told them that I was only available on Thursday that week and they subsequently confirmed to send someone on Thursday. Well they messed that up and sent someone the day after on Friday when I was out of town. Brilliant. After another 3 weeks had passed I finally was able to get them to come down and actually make the appointment and the guy who came realized that the modem they provided me was broken. After that everything started working. The VOIP however was not working. I asked them to credit me for the first month or so given that there was no chance the VoIP could work since they sent me a broken modem. The guy I talked to agreed. A week later their accounting department calls me asking me to clear up the bill. I explain the situation and they say they have no recollection of this or notes and there is absolutely no way my internet did not work, pay now. After much arguing they decided to hang up. Again they call the week after for payment and harass my wife. She then explains the exact same thing to them and they hangup. They then call me again the week after I explain to them the same thing and mention that when the bill gets credited for the broken modem months I'll clear it up. They agree to this and say they will call back. After this they stopped calling and I never got the VOIP setup as I have been busy. Fast forward to two days ago and all of a sudden the internet stops working. I call them to find out why and they state that they disconnected the internet because of the unpaid VoIP bill. So now I'm furious because I Prepaid $600 and they went and disconnected it because if a $30 outstanding VoIP bill. I mean logically they could have just taken payment from the I don't know.. prepaid deposit which covers that $5/month bill I don't know over 100x over? The guy I was speaking to then says if I pay for the $30 bill he will reconnect everything... But wait... He will need to add a $25 reconnection fee. He also mentions that I had paid for a 300bps package at a special price and that he can only put back the 100mbps package. So I run a business and the internet is pretty vital. As does my wife. Grudgingly to get this fixed I am forced to pay the $30 bill plus $25 reconnection fee. I give my CC over the phone and they charge it and promise to get everything reconnected after 24 hours. So I'm sitting here typing this out on my phone as it's been 48 hours and yep I still don't have internet. They can't figure out why. I would stay away from this company, it's not worth the hassle. Nobody has a shred of competence at the company. read more

I really want to like this reseller. Been with Surf into their 2nd year of business in BC. Upgraded my modem/router no problem 2+ yrs ago, no extra cost however... - around the same time they throttled/reduced my speed from the to 10mbps WITHOUT ANY NOTICE (from the advertised 25mbps) I originally signed-up at $29/mo. They'll return the speed to 25mbps only if I pay a 1x $35. The excuse was due to Shaw charging Surf to upgrade infrastructure. Some folks paid this fee however, it's unethical in the manor they went about it: throttling customers, dishonest, spotty customer service, occasional service cutting out. -now that newer CRTC rules are in effect, a couple of competitive resellers are offering a better / lower price than Surf I've noticed... read more

How does this company is still in business? I just called to ask them about their services and i had to request 3 times for the background noise to be lowered down. It sounded like there was a party or something. I couldn't even here the agent. He even had to mute me once, i think, to ask the people in the background to quiet down. When i finally asked when can they come and install the internet, he said it will take 10 business days. I am sorry - what the hell?! read more

They are very understaffed for an internet service provider. There is just one customer service rep who is very hard to reach. I was having bad speeds on my connection so I tried to call them up, and twice after being connected the call dropped, and although admitting it was an issue on their end they didn't call me back. Took me another day to get hold of them. The technical team is not qualified enough since they always have to wait for what a Shaw technician says about the issue. They provided me with wrong info saying my cable line had issues and needs a technician to be in person. That made me wait another 3 days with slow connection until he finally got back and said all I need to do is press the \\\'reset\\\' button in my router. I suggest not taking the cheap internet or the cheap service here and paying an extra few bucks to get Shaw or Telus. Hope this helps! I have just canceled my subscription today, they have yet to get back to me with refunds. I don't know what they will refund, but I wouldn't expect too much. read more

The worst internet service provider - they scheduled FOUR consecutive installation dates to connect our internet and nobody ever showed up. Terrible phone support, billing regardless of whether or not the service is connected. Highly recommend looking elsewhere for reliable internet. read more

No reply to my email queries about signing up for service. I'd be happy to pay a year upfront. If the actual internet "service" they provide is anything like this or their outright sketchy website, how can they continue to operate? Do they actually even exist, or have they sued themselves out of existence for defamation already? read more

Price is great compared to what goofy Shaw charges. The person who dropped off and set up original equipment, despite being three hours late was pleasant and helpful enough. No real issues except that I was getting dropped connections from time to time, even when wired via Ethernet cable. Finally decided to give them a call. Got through to somebody with no issues. Was told that the mydlink router had known reliability issues, and to drop by their office to exchange the unit for a different model. Fortunately, they weren't too far from my workplace (they are located in deepest East Richmond). At any rate, I picked up a Linksys unit, and was they confirmed that the IP address and login user/password were the same as before, and that the WiFi password was the value on the label affixed to the bottom of the unit. I went home and found out that they were wrong on all counts. The wireless password was incorrect. Fortunately, I had a cable with me, so I tried logging in to the router directly. However, the IP, as I figured out, was now 192.168.1.1 instead of 192.168.0.1. I next tried logging in as admin but to no avail, using the password that I was told should work. A complete no go. I took a guess that the password was also "admin" and managed to get in. Then I went to the wireless configuration tab and changed the wireless password and got everything working. Colour me unimpressed. 2.5 stars, mainly because of the low prices and no major reliability problems overall. read more

Excellent. Had Comcast and internet was always dropping. Have Surf now, perfect. Lightning fast, no down time.

Been with them over 2 years then get a call that I need to buy a new modem from them plus $35 for delivery or my existing modem will stop working tomorrow. I refused and nothing happened. This was a high pressure scam from a Surf salesman. I went with Lightspeed Internet. NEVER go with the absolute cheapest anything - Surf Internet is terrible. read more

The Surf internet raises the rate substantailly however still provide the internet that the connection quality is always spoty. So I request to disconnect the service. They cut off the service before the requested time, however reluctant to provide the detail of the refund that I prepaid. read more

I have a fibre internet connection (100 MPS) to a apartment building and honestly I've had a few outages and customer service was a bit of a challenge at first But it seems as though they have come through now and provide 24/7 tech support I will say you have to provide a initial outlay of cash with them to get started but in the long run they are way cheaper than Shaw or Telus and the fees don't fluctuate like Shaw or Telus Either. All I have is fibre Internet 100 no phone or cable I plug my Apple TV into the modem and enjoy local and most other TV channels no problem They are not like other big ISP,s but I find them good enough for the price read more

I have been with Surf internet for about 1.5 years now and am very happy with the experience. I am in North Van and was previously paying around $80 per month with one of the big providers. I decided this was way too much and took a chance with one of the smaller companies. I am now paying $40/month for double the speed. You pay for the equipment upfront so the first month will cost you quite a bit more but this is worth the switch if you stay for more than a few months. The installation was no problem as they took about 15 minutes setting up the router and hooking it up to my WiFi. The staff member was nice and clean during the set up. The connection has dropped about twice since I started. Usually it was down for about 15 minutes and just required the modem to be reset and then you were back up and running. I definitely recommend Surf Internet if you are the type of person that does not need to call in to troubleshoot restarting your modem. If you have basic technical knowledge about how internet connections work, why pay for customer service representatives to have 24 hour support. On the other hand, I would not recommend Surf Internet if you need to call in when any internet related issues come up as the customer service is not very robust. read more

Worst service ever, absolutely NOT recommended. Very rude staff, having no internet is better than going with them read more

Definitely cheaper than the big boys, but the service is awful. My first experience was good when they were signing me up. But since then they have been unapologetic and unhelpful in every way. They've already taken my money more than 3 weeks ago for an upgrade in service, and they still haven't been able to set me up for an appointment. My buddy ordered his package from them as a new customer around the same time and he had his set up by a week. Since they already are getting my money, I'm not much of a priority, eh? read more

I am in Ontario. I am with Surf Internet for almost 4 years. I love them. Excellent costumer support, affordable, and never let me down. Initial setting was a kind of pain due to Bell technicians. However, my patience paid back. I recommend them to everyone I know. read more

I only pay $20/month for basic internet. I had unreliable service from 24 May till 01 June. For three days I had no service at all. A technician from Shaw came out and fixed the problems. I called customer service and asked how they would make it up to me. I believe they said someone would call. No one has called, and that's why I am writing this review. I do not recommend Surf Internet for someone who works from home. read more

Really wanted to like these guys but they aren't honest. Yes the Internet plans are cheap & it mostly works. But they will find ways to scam you for more money each year, blaming it on Shaw eg. "Your modem is no longer compatible". WTF? And when asked for simple technical details like why wouldn't a firmware update work, was given some bizarre runaround. Go with Teksavvy. read more

I was the father on low income. We'd had Surf Internet for over five years. Other than the odd time our router or modem when you go down. We had had no problems with our Internet service. If I move back into the area I would strongly think about getting your Internet service once again they are cheaper than most other Internet providers in the lower mainland. Thank you surf internet. read more

Surf Internet is a SHAW reseller. I have Surf 75 internet and tv. August 16th 2018. Frustrating experience. NO, NO, NO customer service would be better then Surf telling me they will call me back. Coz they don't, ever! Price is good BUT. . . Imagine buying a really nice car very cheap but every time you went to drive it a. it would not start, b. it stopped and started as it went down the road, c. it would stop or freeze on the road, so you wait to see if it comes back on, maybe it does right away maybe it stays off for hours. So how long would you keep driving the car? Buffering. Buffering. Buffering. Buffering . . . . etc Service Russian Eastern European is how I imagine the Surf user manual (if they had one) trains their employees. Is Surf cheap if it is down most of the time and no one can fix the problem? And cheap is the only thing going for it. Shaw might be the culprit but if Surf cannot get Shaw to fix it . . . . I am looking to replace them. read more

Don't trust these guys for TV. The basic package is up, down and sideways with the following issues for months and months and more months. You pay but don't receive. You call and they tell you to reboot your box. But I do that before I call. You ask for compensation for the inconvenience and they ask you to email a comprehensive list by channel by day..what a joke!!! They never respond to emails!!!!! THEY HAVE ALSO INCREASED THE ANNUAL PRICE OF BASIC TV BY 50%. 50% for a bigger head ache and MORE poooor service. And watch their replies, as they rarely cover the issues stated. They practice avoidance very well. Channel 2 missing Channel 7 stops working and then you restart and it moves back Channel 9 is black Channel 18 no signal Channel 19 no signal Channel 29 is black Channel 203 is black Channel 205 is black Channel 206 is black So knowing this.....why would you trust these wonderful folks for internet or phone service? Knowing this anyone should reconsider paying annually, as soon as SURF MEDIA, SURF INTERNET OR IAAK TECHNOLOGIES, want you to pay more for the service or for the replacement defective equipment as it's no longer a more economical option. THIS BUSINESS IS NOT BBB ACCREDITED, AND HAS AN "F" RATING!!!! NO BIG SURPRISE THERE!! Look at the negative reviews...they are here because their customers are not being satisfied by this company of many names. You can email them here...but don't expect a reply. sales@surfinternet.ca sales@iaak.ca OR khalil@iaak.ca DISCLAIMER: While the above statement is exact and truthful, my account is under another name. read more

As a former telecommunications technician in trained in Fiber-Optics, DSL, and Coaxial infrastructure, I have to say that many of the reviews below are misinformed. So I am going to provide my unbiased review. Surf Internet is a 3rd party wholesaler that operated on top of Shaw and Telus's infrastructures. They are capable of providing significant discounts over the big providers; however, you must understand that the discounts also come with some catches. One is that the equipment you will receive is refurbished, mine has operated completely fine after 4 weeks. The WIFI on these devices is fairly weak and I would recommend bridging the modem with an aftermarket DLINK or Linksys if you live in a large home or anything larger than a condo. My 900 sq foot place experiences no latency at all ends of the unit. Another thing is that infrastructure problems are not the responsibility of the provider. Shaw/Telus is supposed to send a technician to investigate and test the lines prior to the activation of your modem. Ensure that the technician is testing your line and that the signal is coming in stable at the appropriate gain. Appointment scheduled by these third parties are typically a secondary priority to Shaw and Telus as well, so unless it's slow in your community, you may have to wait for the technician (who doesn't work for Surf btw) to come and do you install. My install was booked within 4 days, however I do remember this being an issue as a technician and people yelling at me when I did an install for Primus or Teksavvy. I've also read that people are concerned they're being scammed regarding the equipment upgrades. Make sure you contact Shaw or Telus directly regarding your device before purchasing a new one, however Shaw specifically, is going through a major infrastructure overhaul that required a great deal of their modems to be replaced. Protect yourself, but as I've seen in the comments, people feel they're being scammed when in reality their tech is simply obsolete. The agents for Surf are very friendly, communication is something of a barrier I found on the phone but nothing I find irritating. In short, I've been very happy with Surf so far, and have found the complaint to be from uninformed people. Just be aware of the limitations of going with a 3rd party, and you'll be happy. They get 5 stars for what they are and what they save me. read more

An alternative to giant corporations for Internet providers in Vancouver (I just switched from Shaw). You can't beat the price for sure, $165 for one year TV plan using Android TV Box and $30/month for 15Mbps internet. They're using Shaw cable line for the services. However, as a new customer for almost 2 months now, the Internet connection seems unstable. I had a couple of disconnection from the Internet in a month for 15 minutes to 1 hour. I check with my router, everything seemed to be in place, so their Internet connection is the problem. Well, you get what you paid for :/ The customer service is so-so, I had a bit of problems with double payments and still trying to get it resolve. They said that it needs time to show in my invoice because it refresh on a monthly basis. So, we'll see about that. read more

The Internet connection was unstable and frequently cutout. Their policies are unreasonable compared with other major providers as you cannot return the equipment, so be aware that the fine print says they will charge you for the equipment ($126) and the activation fee ($85) plus a 5% processing fee if you cancel. This ends up being about 6.5 months worth of service. The staff were unfriendly, and their communication was unclear. This is a shoddy company, with subpar Internet service, and inadequate customer service. read more

Not a reliable service, to many issues and they blamed it on Shaw because they are a third party of Shaw which had good excuses and had someone to blame on even though the customers paid to Surf Internet . Their TV box they said had a thirty five channels but only four or five can be watched and the rest of them are chunk. If you have a problem with their equipments take them to their office to check they don't send the technician over. After two years I had enough, close my account and I still have a dispute with them about the deposit with BBB they don't want to return it. read more

If you can afford Shaw go with them. Price is great but customer service is very poor. Also, when moving - you don't need to be home and request this 10 business days prior to your move as it takes quite a long time for surf to process. This is because they have to send your payment to Shaw. They also have a lot of fees for setup and moving so be prepared to front the costs. Overall, I put up with them because they are cheap. read more

Happy with SurfInternet after four and half years of service. I noticed one or two short outages (less than hour probably) over all that time (though there might have been more when I wasn't using it). The speed and latency are good and pretty cheap for the choice in comparison to bigger providers. read more

I have mixed experience with this company. They had a reasonable prices and i decided to give it a try. First, i had to fight to use my own modem as they constantly tried to push some shitty overpriced equipment and then i had to fight to waive that stupid connection fee which is a simple money grab, no any real company charge for that, especially given the fact my suite was previously connected to Shaw network and all i had to do is to plug a coax cable into wall and my modem. On top of that they charged my card twice or something like that and i had to write em couple letters and call like 2 or 3 times to get my $ back, pretty much waste of time.. When i finally got service it was good, around same as Shaw, rare occasional speed drops, short time outages couple times but nothing really bad. Then time has come to move and instead of treating me as valued customer ive been asked to pay $85 fee for "reestablishing or reconnecting my line". I have no idea what line they wanted to reconnect, new address also connected to Shaw network already.. just another cash grab attempt for nothing. So in the end of the day i quit, got Shaw deal and now i have 4x faster speed for same price. If youd like to go with small reseller and save i advice you to check lightspeed, they have no problem to activate your modem, have no stupid connection fee and have same service quality as they resell same Shaw internet using same lines. read more

I am just going through very bad experience with Surf Internet. After waiting for more than 2 weeks to get connected to the Internet and have my phone changed as well, I could not wait any longer and cancelled. Now my home phone does not work, it is always busy, no matter what number I dial. Probably has to do with the home line change over. Must reverse this phone porting with Shaw. Stay away from them if you need 2day internet connection service and home landline plus they don't want to give full refund. read more

Ok, update; I finally needed customer service and it was no where to be found. As long as you don't ever need customer service, you will probably be fine with Surf. read more

Their prices are reasonable and I didn't have any issues for the first year or so with them. But Jesus, are they ever terrible to deal with when something does go wrong. The customer service at Surf isn't just terrible, it's practically non-existent. If you do manage to contact someone, they're really dismissive and don't care at all. All I needed was a modem replacement and it was a total nightmare resulting in a lot of lost income since I work from home. Their response? "Well, you have a personal account, we don't provide services to businesses." Technically true I suppose, but a simple apology would have gone a long way. I'm guessing I'm not the only one who uses a personal internet account for my home business, expecting a basic level of reliability. Another reviewer mentioned that Surf is fine if you can do your own troubleshooting, and that reasoning is exactly why I went with Surf in the first place. But when it comes to something like a modem or router breaking down, you can't take care of it yourself. I'll be switching to Lightspeed (check their hours online compared to Surf and you'll see why). I'd recommend anyone considering Surf to stay far, far away. (One note: the technician who came to my home was helpful and polite, as was one customer service rep named Sally.) read more

Cheaper service because there is no service -- another night with no television !!!!! I guess you get what you pay for ,, sheesh