EyeSurf Reviews & Service Offerings

Good affordable unlimited DSL service

I ordered the Eyesurf 25/10 DSL service bundled with digital phone in August of 2016 after shopping around following big price hikes on my cable internet service. I was under no illusion about the amount of work I would have to do to make this work in my own home but am quite familiar with setting up modems, routers and VOIP services.

Part of the deal is that you have to either rent or buy their modem/router/ATA device which is very reasonably priced at $99 compared to the competition. The advantage is that they put in all the settings so it works out of the box. The minus is that you can't supply your own modem / ATA if you happen to have one lying around.

From the time of order, shipping was fast (two days, but I do live in Waterloo and the company is in Kitchener) and it was only two weeks to installation.

Installation of the dry loop went well. It was done by a Bell service technician who arrived during the promised time window (8 to noon). The tech made sure the proper line was coming to the house and that the modem had a signal coming to it. It was just a matter of plugging in the modem/router/ATA and the various devices to it and turn everything on. For me, everything worked out of the box.

I did have a couple of questions about accessing the device Eyesurf sent. There is little to no information on the website about accessing the device or the password needed. That meant a couple of calls to the dreaded call centre. I was surprised. For one call, after a minute or so on hold, I was sent to voicemail. I left a message and got a callback in ten minutes or so. On the second occasion, I had a live agent. In both cases, the agent was polite and if the answer was unknown, I was redirected t the right person. I got the answer I needed in both cases.

Right now, everything works as advertised. On an ethernet connection, I have the promised upload and download speeds both confirmed by the Ookla Speedtest website and another download test site. On their wireless router (Smart RG SR 630n), the rates drop off considerably when more than 15 feet from the router. For that reason, I wired in my own wireless router which has better coverage and am getting much better transfer rates at the same distance.

The phone setup was a bit more complicated as I wanted to use the house phone wiring that the Bell tech had disconnected and cut off except for the wire pair that supplies the DSL signal. Fortunately, my inside wiring has two pairs of wires so I used the second pair to get a signal back up the inside wiring and hooked up the remaining wiring again to allow any jack to be used. It took two hour or so t get it all running but the house has proper phone service too.

Overall, I recommend this service to anyone that is not afraid of doing their own work and that is conversant with setting things up themselves. If not, then get an installer to finish the setup. The plus is the money saved over time for what I consider to be a very reliable service with very good phone support, albeit only during business hours Monday to Sa ... ay.

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Horrible Service/Support

Great for unlimited packages however Internet often cuts out or just goes down for hrs at a time. No support during weekends. Very poor customer service!!! It's worth it to pay more for a reliable connection.