NMSURF.COM

We live in Sandia Heights in Albuquerque and have always had slow, low power internet issues. I guess because we are close to the foothills? Anyway, I finally decided to ask some neighbors who they were using and was referred to NM Surf! :-) I am so glad I called them!
Damian showed up on time, was courteous and professional. He had to try the dish in several positions, but finally found the perfect one. Our speed is more than 10X faster!
Why didn’t we try them sooner?

Chas installed the equipment and set up the internet service on 11/24/2021. His pleasant personality along with his expertise made it an enjoyable experience. He truly reflects well on the company and demonstrated what customer service is all about!

Paid NM Surf (Santa Fe) $152.99 for installation on 11/11/21 for a 50mbps plan. Installation guy could only achieve 15mbps after multiple attempts. NM Surf refuses to refund my money because they were able to provide more than 0mbps and only allow refunds if there was zero service. Manager's name is Will, Billing Supervisor is Amber. They said the only way I could see my money is to pick up and move then they would apply that money at new residence. I should not have my money held when they confirmed my location coordinates would be sufficient for the level of service I required, and to even suggest I should pick up and move my life to get what I paid for is slimy. Unbelievable experience.

A technician was sent to the [redacted] 's home and he showed them that he was getting the speeds with his laptop directly connected He made a minute call on the [redacted] extender with no problems He used their laptop to test the connection and they were getting poor speeds He indicated to them that they have trouble with router and recomended to replace router Unfortunately, NMSURF does not work for free and the charge will remain All attempts to indicate to this customer that our service is good have failed Even when we send a technician and he shows them in from of their eyes, the refuse to believe

Complaint: [redacted] I am rejecting this response because: This is a no win situationNM Surf claims they verify speedsHowever, repeatedly, we can not sustain voice over the Internet which is a slow speed We can not stream movies because the speeds are too slowWe have continual buffering of the signal If you are sustaining 5-Mbsp speeds why is this occurring? How do we move beyond you say it is performing wellHowever, we see no evidence of this.We are open to suggestions! Defending your position when performance does not match your claims does not seem to produce customer satisfaction How do you recommend a resolution can be achieved? At this time defending your position does nothing to resolve the continual poor performance we see Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: ***
I am rejecting this response because: 1) I am using the same equipment that NM Surf claims was defective with my new service No problems In fact, the installer for the new service who came to my home told me my equipment was much higher quality than standard equipment offered by service providers; 2) The speed tests reflect the speed when the service was up and runningOn many, many occasions, service was disrupted--out--entirely Speed and strength of signal was one of my complaints, but the complete disruption of service on a frequent basis, culminating in three full days of service down over the Labor Day weekend was the last straw I stand by my complaint I also have neighbors in my area that I have since learned experienced similar problems with NM Surf's service and who terminated it3) Within the month before canceling my contract, I got out of a sick bed and drove into town on a Friday so I would not be without service over the weekend to get a replacement piece of equipment from NM Surf that the technician claimed would resolve the problem It did not, service was disrupted, down. The fact is that apart from regular issues with the speed of the connection, it was often off line
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because: This is dishonesty in reportingThe technician made a thirty second call and could sustain voiceTypically we can sustain voice for thirty seconds tooAfter this time speeds slow*** is reporting percent packet loss which you refuse to acknowledge *** and *** did trouble shooting and found no issues with their equipmentThe equipment performs perfectly in NY but fails to perform because NM Surf provides such poor quality internet speeds.I feel it is unfair to bill us and increase rates for such poor serviceYou can blame national providers which is easier and convientNM Surf is small time operation who blames everyone elseThey ignore industry standards for measurement and define their own operational rules.If NM Surf provides such high quality service why does is voice not sustained after thirty seconds and the internet keeps buffering? We have been told over and over is your rule of thumb is to buy a new router and it has no impact
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We are willing to send a technician out. If there is a problem with our service in accordance with the service agreement that you signed, then there will be no charge. If the technician does not find any problems with your service, then we will charge $per hour. Will, our office manager tried calling all your numbers today without any return calls explaining to you about how our policies work in regards to service calls.Thanks,NMSURF

Unfortunately, the router being used cannot turn off 5Ghz We requested this due to out-of-band interference The contract states that if the service is down on our end for days or more, we are able to cancel the contract The service on our end was never down We have documented evidence showing this Ms*** service on her end is something that we have no control over because she could not turn off 5Ghz We offered to sell her a router that does not use 5Ghz, but 2.4Ghz We have hundreds of customers in the area who would dis-agree with Ms*** Also we have a signed contract that states what Ms*** agreed to and she terminated the contract without allowing us the day required time-frame to investigate and fix the problem which is the 5Ghz out-of-band interference We have screenshots showing the problems Additionally, everything we suggested, Ms*** could not do: Could not directly connect to our system bypassing router Could not turn off 5Ghz on router (There New system uses DSL not Wireless) Did not open up tickets when the service was down and did not allow us to investigate or fix the problem within the day required time in accordance with the contract signed Does not want to adhere to the contract that she signed.NMSURF

p { margin-bottom: 0.1in; line-height: 120%; } { }
Mr***
*** signed up for our 5-10Mbps serviceMr*** has
recently opened up tickets regarding his *** cell phone extender
NMSURF has continually helped Mr*** in regards to their
cell phones not
working properly with their *** extenderPer
the contract that was signed by Mr*** and NMSURF, we do not
guarantee speeds; however, we try and get the user the best possible
speed at any given timeEach time Mr*** has complained,
we have tested their speeds remotely and each time the speeds are within criteriaWe even had Mr*** test his latency at
pingtest.net and he came back with good results when he bypassed his
routerWhen he was connected through his router, he received a
failing gradeWe have offered to send a technician to Mr
***'s place of residence and if we find that our system is
not working then there would be no charge, but if we find a local
network problem on their end then we would charge $per hour, but
they do not respondIn regards to their contract that both NMSURF
and Mr*** signed, the term discount has expired thereby
making the cost moreWe have offered for them to renew the
contract, but they do not respond and instead ask us for credits that
we believe are not warranted due to local network problemsIn
regards to our support staff screaming, we here at NMSURF are very
professional and have never acted in such a mannerWe have verified
this as all our incoming calls are recorded for quality assurance
purposes

p { margin-bottom: 0.1in; line-height: 120%; } { } In response to Ms*** complaint, we submit the following related to each item: Mrs*** signed a service agreement containing all of NMSurf's terms and conditionsThis service agreement stated that Mrs*** was leasing the
equipment, and that after the term of the agreement was up, Mrs***'s monthly recurring cost would revert to NMSurf's current month to month pricingNMSurf asked that Mrs*** purchase the equipment in order for NMSurf to honor a new service agreement to maintain lower pricing as well as upgrade Mrs***'s serviceNMSurf has documented tickets that indicate that Mrs***'s service was within criteria on numerous occasions when she has complainedNMSurf also documented that within hours of any and all complaints Mrs*** filed, NMSurf fixed any and all issues that were attributed to the Internet serviceOver the course of the last year, NMSurf has advised Mrs*** that her WiFi router was causing her speed issues, and this is well documentedMrs*** refused to acquire a new wireless router, and Mrs*** refused to bypass her router, meaning Mrs*** failed to follow standard procedure for showing that the service was not within criteria, and NMSurf has a plethora of documentation that Mrs*** was always receiving speeds within criteriaIf there was an issue on our end, NMSurf timely corrected any issues within hours to ensure Mrs*** was receiving speeds within criteriaThe contract that was signed indicates that we have days to correct any issues at the Access Point LevelNMSurf has significant documentation and evidence that Mrs***'s Apple Wireless Router was providing her with slow speeds over WiFi, and Mrs*** has shown that she was unable to follow the outlined procedure in the service agreement for testing speeds to prove NMSurf otherwiseSpecifically, apple routers run 5Ghz which creates out-of-band interference with our 5Ghz networkApple has chosen to NOT allow its customers to turn off 5Ghz on all Apple Routers, so this is the reason we suggested she get a different router which allows 5Ghz to be turned off. Mrs*** is choosing to blame NMSurf for an issue that was created within her own internal network, which NMSurf advised her of on numerous documented occasionsNMSurf offered to sell Mrs*** a router, and advised that if it did not fix her issue, she could return it within days for a full refundNMSurf fails to see how this was unnecessary if NMSurf offered her a trial period in which she could test the new wireless router NMSurf had to offerNMSurf has significant documentation that all filed complaints that were valid were resolved within hours, as well as documentation that indicates that Mrs*** was receiving the subscribed speeds, and that her issue was within her internal network, which NMSurf advised to Mrs***Mrs*** had to acquire a new modem/router combination device in order to acquire DSL service, which could very well and very likely would have alleviated Mrs***'s issue with her WiFi problemsNMSurf can prove that the router that Mrs*** had would not allow her to turn off or change certain wireless options which are necessary for maintaining a reasonably effective wireless network within NMSURF's network so that there is no out-of-band interference as our Internet is Fixed Wireless to a tower, and NMSurf can prove that Mrs*** did not perform the necessary tests as outlined in the signed contract which would prove to Mrs*** what we have explained to her on numerous occasionsNMSURF

Complaint: [redacted]
I am rejecting this response because:
This is a no win situation. NM Surf claims they verify speeds. However, repeatedly, we can not sustain voice over the Internet which is a slow speed.  We can not stream movies because the speeds are too slow. We have continual buffering of the signal.  If you are sustaining 5-10 Mbsp speeds why is this occurring? How do we move beyond you say it is performing well. However, we see no evidence of this.We are open to suggestions! Defending your position when performance does not match your claims does not seem to produce customer satisfaction.  How do you recommend a resolution can be achieved? At this time defending your position does nothing to resolve the continual poor performance we see.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

A technician was sent to the [redacted]'s home and he showed them that he was getting the speeds with his laptop directly connected.  He made a 10 minute call on the [redacted] extender with no problems.  He used their laptop to test the connection and they were getting poor speeds.  He indicated to them that they have trouble with router and recomended to replace router.  Unfortunately, NMSURF does not work for free and the charge will remain.  All attempts to indicate to this customer that our service is good have failed.  Even when we send a technician and he shows them in from of their eyes, the refuse to believe.

Complaint: [redacted]
I am rejecting this response because: There has been no evidence of any attempts to call us on any of our phones. Currently my husband is contacting you via email to schedule an appointment with the technician.
Regards,
[redacted] Update 07/13/2015:NM Surf claims they provide high speed internet. However, for the last ten months we have been unable to sustain voice and stream videos without buffering. Industry standard speed tests show that the NM Surf's speeds often fall below dial up speeds hence the poor performance.After filing a previous complaint, we agreed to pay $100 per hour for troubleshooting. The technician showed up and indicated only his measures mattered and they promise nothing regarding speed per their contract.Because NM Surf defines it owns rules, I suggested that the technician leave as it was a waste of time and money. He said he would stay and troubleshoot and made a 30 second call without issue.The technician determined everything was working perfectly on NM Surf's part per his NM Surf-defined tests. He blamed our equipment. Six weeks earlier, all equipment was performing optimally in NY. I spent three hours on the phone with [redacted] and [redacted] further completing diagnostic batteries showing strong performance of equipment ([redacted] wireless extender and [redacted] router).[redacted] called after its third service ticket in three weeks. I could not sustain voice and asked the NM Surf technician to speak to [redacted]. The NM Surf technician refused. [redacted] showed 25% packet loss in a 24 hour period and said their equipment can not perform with such poor ISP service by NM Surf. The NM Surf technician claimed their packet loss was acceptable and [redacted] was wrong.At this point we can not sustain voice without constant breaking up of signal. We can not stream video without constant buffering.NM Surf defends their position even though we experience no other issues with our equipment except here in NM with this ISP. There was no effort on the technician's part to seek solutions. His only contribution was to blame our equipment and everyone else ([redacted] and [redacted]). His role was to defend NM Surf's poor performance.I want the $100 per hour refunded. There was no effort to seek solutions. The technician refused to even to talk with [redacted] to produce a customer-focused solution. His role was defend NM Surf's position even though their product is not performing at dial-up standards much of the time. I do not think I should have to pay positioning on the part of the NM Surf. [redacted] and [redacted] are attempting to find solutions but NM Surf's attitude is that the are above other providers.[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]