written by 36Daley on 24/01/2019
Avoid at all costs Paid for a full month of Keysurf in hospital accommodation Rarely able to make a connection over the whole month Raised an issue and only compensated for one week despite a month of using my mobile phone internet instead terrible customer service for a company charging £204 a year to poor students
written by Salicea on 05/05/2018
No problems with using key surf. When I phoned today to cancel my account now I’ve moved out, they sorted it so efficiently and the guy told me to have a lovely day. Just got the email through to say my payment has been cancelled. Good service!
written by Saynotokeysurf on 01/12/2017
1. Do not solve your problem because you don’t speak to the technician. Answer would be “Can’t answer that question but have sent a support ticket for you. Will get back to you in 4 working hours” 2. They do not practice what they preach. They do not get back to you. You have to take the initiative. And if you ring them, they would say there is no problem from their side. Do you have a licensed antivirus app and have you done a full scan? The timer resets to another 4 working hours even though their reply is insufficient 3. Quietly deducts extra money from your account. If you do not realise, it’s gone. 4. Unhelpful customer service. Bunch of people reading answers off a paper. Completely useless 5. Their main fix would be the usual switching off and on and command prompts which amateur IT users would have already know. The next time you speak to another operator, same thing happens. Goes on and on 6. Unreliable modem. £40 for a useless one. Unable to fully configure. Could easily get a much cheaper modem which does a better job. Overall, very poor and appalling service. Unfortunate that they are the only internet provider option. Won’t see me anywhere near them if others were around.
written by Autumn23 on 21/07/2017
This internet is absolutely terrible! I have lived in NHS Bucks hospital accommodation for a year and used this service, and have struggled with them for the WHOLE YEAR. Its honestly the most frustrating internet i have EVER dealt with; I'd rather be back using dial up because at least its more reliable Two main problems - first, its SUPER SUPER slow. Second, it cuts off for about 2 hours every night. And every time I call, its the same circle of events. They ask me a bunch of questions, then ask me to turn the wifi on and off, then ask me to go in settings and read a bunch of numbers to them, then they restart my account. After we go through this circle, its "oh, thats odd. I'll have to tell the technician about this", but we can't guarantee WHEN or IF it will ever be solved. And when I state my frustration, its "oh no, don't worry, I've made a TICKET about this issue. It will solve your problem". Then, the technician calls me when I'm at work. I'm a doctor. And If i don't call them between 9-5 within 48 hours, my "ticket" expires and I need to start over. When I call out of hours to start over, they always say "well we've raised a ticket about this before, but you didn't respond and it expired" Oh, but then they have me a 30pound refund to solve ALLLLL my problems. Never got the refund in my account. and the problems just continued in the same circles as stated above. You guys should stop functioning as a company. You tried and failed, just stop.
written by evWalton35 on 14/03/2017
The wifi is never consistent, it goes out randomly leaving you stranded. You have to re- sign in if you walk to far away from the home router on your floor of the accommodation. It is super slow unless you spend a fortune to buy the best deal and even then it still is slow. Horrible company don't buy.
written by Jasperl45 on 11/02/2017
Goes down randomly throughout the day, sent emails and never got an answer back, wired connection sometimes results in incorrect security certificate problems which renders the internet completely unusable at times when the wifi is down. I have never had a worse ISP and I would strongly suggest against Keysurf. The advertised rate of "Up to 70Mbps" should really underline "up to" - it has never gone past 15Mbps and usually hovers at a lowly 5.
written by ghEgan441 on 19/05/2016
Goes down multiple times a day for a couple of minutes or so at a time. Sometimes it dies completely and when customer support is phoned they say it's past 4pm now so they will have to fix it tomorrow morning. I've never come across such a terrible service.
written by on 06/05/2016
Keysurf is the worst internet provider I have ever had the misfortune to use. Definitely wouldn't recommend and I'm glad lad I have nearly finished my time with it. Download speed is on a average less than 6mb and from about 8pm-2am often less than 1mb. Try to avoid using!
written by 397Huber on 28/02/2016
Our university have this wifi in our halls of residences. It barely works, and when it does its really really slow. Its stopped working during exams before and they didn't do anything about it until a few days later.
written by 165Lamb on 05/10/2015
Rude, unfriendly and patronising service when I called their helpline, as well as unhelpful 'advice' to solve my problem with the wifi which remains unsolved.
written by on 26/09/2015
In an student halls which has Keysurf as internet provider, 50mpbs limit included in the rent which is split across however many devices are in the room so if you have a phone and laptop you have to split the connection to 25mpbs for each but even then the connection is absolutely terrible, I was planning to bring my gaming computer from home to have something to do but that is not going to happen unless I pay £15 a month or £149 to get 100mpbs which I could then split 3 ways to give each a relatively ok connection speed but being a second year student that is not a viable option! It would have been useful to know this before signing for the place but they didn't say anything about it being this awful!
written by 88Wagner on 28/03/2015
In first semester keysurf provided a pretty great connection when using an ethernet cable. During second semester at university they performed maintenance and ever since then the connection (even on wired) has been unreliable at best. Infuriatinlgy so. If you have any other options for internet providers do not go for this one.
written by Moore57 on 27/02/2015
I am a student who requires and expects reliability from my internet. The internet has gone down previously, 3 times, for a short amount of time which we have not thought to flag up with KeySurf. It then stopped working for 5 days, where, on each day, the employees (who have clearly been briefed to provide boll0cks answers in the hope it will make us happy), gave us varied excuses as to why it STILL was not working. The forth day was when three of my final year essays were due in. It has now gone down again, where the same thing is happening, when it is vital for my work. Keysurf are just awful.
written by on 31/05/2014
The only upside of keysurf is that it makes you feel all nostalgic - because, it's exactly like using dial up. It randomly disconnects every few hours, and some days it just doesn't even work at all. I'm genuinely astounded by how awful it is. I'm not a technological expert, so I don't expect particularly fast internet, but I do expect a connection that doesn't frequently time out for no reason. It does this multiple times a day - and that's not an exaggeration. I feel bad for anyone who was used to high powered fibre optic before they tried keysurf, because I find it genuinely terrible and I wasn't on a particularly great broadband package before I tried keysurf. Seriously, the random disconnecting every few hours, the frequent extended hours of not being able to get online at all - it's very year 2000, if you like that sort of thing.
written by on 31/03/2014
My internet has always been pretty poor despite the university hall providing a router in each dormitory. The internet cuts off every few minutes, so I have to turn off the wifi on my laptop, and turn it on again, only to repeat the process a few times because it keeps disconnecting. I've called and emailed them a few times, but to no avail. Their customer services are extremely rude, and talk down to the customer. As far as I know, customer services are meant to HELP you with the problems you may have with the services they provide, yet they provided no help, and talked in a condescending tone. I don't know if this man in particular was treating me in this manner because I don't have a British accent, but an American accent, in which case is a very 20th century manner to be living. Judging a customer based on their accent and the assumption of where they are from is not a trait that someone working in customer services should have.
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