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Sail Internet
- Internet Service Providers
- Santa Clara, CA
About this business
Location details
305 Laurelwood Road, Santa Clara, CA, 95054, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:00 a.m. to 10:00 p.m. | |
| Tue | 8:00 a.m. to 10:00 p.m. | |
| Wed | 8:00 a.m. to 10:00 p.m. | |
| Thu | 8:00 a.m. to 10:00 p.m. | |
| Fri | 8:00 a.m. to 10:00 p.m. | |
| Sat | 8:00 a.m. to 10:00 p.m. | |
| Sun | 8:00 a.m. to 10:00 p.m. |
Previously had Paxio internet service and then this company took over. Ever since service has been horrible. Frequent outages, slow repair, poor communication. As I'm typing this there's a lingering outage after so called planned maintenance first thing in the morning. Now customer service isn't answering the phone. I was with Paxio for years, but it looks like I may have to switch to a better quality service provider.
Business response:
Hello Nefertari, I’m very sorry about your experience since Sail acquired Paxio’s residential services. We know how important a reliable connection is, and we’re working hard to upgrade the equipment we inherited to improve service quality. Due to the high volume of calls during outages, our phone lines can become congested. For quicker updates, we post information on our status page at sailinternet.com/status and send email notifications. I’ll be sure to share your feedback with our team to continue improving reliability... read more
The monthly invoice just arrived at a comical timing prompting me to make this review lol. My whole community has been out of internet for 6 consecutive days as of typing. They blamed their vendor and our HOA, which I honestly don't really care apart from I want internet that I paid money for. Not to mention the hiccups on installation day being the cherry on to. Dude called me saying he'll arrive 2 hours earlier than scheduled so I rushed home from work and he ended up not showing up until almost 2 hours AFTER the original ... read more
Business response:
Hello Ming, I am very sorry about this experience, and I agree that this is our responsibility. In this situation we are twice removed from the repair process since Paxio manages the fiber line, which in turn is controlled by Zayo. That said, we take full responsibility for resolving this outage and have been in constant communication with Paxio, escalating and pushing for this situation to be resolved as quickly as possible. We do have an alternate solution by installing a Sail Internet owned and controlled wireless backh... read more
I have had many connection problems, it does not load some pages, some days it just does not work, they are about to send me to a technician, I hope he can solve it, for the moment for me it has 2 stars, the signal has been very bad.
Business response:
Hello Fatima, Very sorry to hear your services have not been working correctly. Glad to hear you were able to speak with our support team and a technician is being sent out. I am very confident we will fix the problem and I will reach out to you directly to see what else we can do to help make this right. Best regards, David Carvalho Sail Internet Support Manager
Great customer service, but the tech and stability just isn't there yet, at least at Watergate condos in Emeryville. I think they're worth trying at least - when the service is working it's great - but check with your neighbors and anyone else who's tried it in your area first. The uptime might just not be acceptable in your area.
Great customer service, but the tech and stability just isn't there yet, at least at Watergate condos in Emeryville. I think they're worth trying at least - when the service is working it's great - but check with your neighbors and anyone else who's tried it in your area first. The uptime might just not be acceptable in your area.
We use Sail internet at our company. It has been good for about a year, but our internet was down all yesterday which is a disaster for a manufacturing company. They sent someone over who couldn't fix it. After many calls to service a representative said they would send over a temporary system while their primary connection was down. Coming in the next day and still NO INTERNET, no temporary service, and I had to call them to complain and try to get temporary service again. If they don't improve this service, they won'... read more
Business response:
Hello Dave, Thank you for taking my calls and confirming service has been restored. We had your case escalated to the top and continued to press our vendor adamantly so we could restore your services as soon as possible. This issue was unable to be resolved in our normal timely manner and is not the experience Sail Internet is aiming to provide. I would also like to make things right and improve your Sail Internet experience so feel free to reach out to me directly if you have any questions or requests. Best regards, Da... read more
We use Sail internet at our company. It has been good for about a year, but our internet was down all yesterday which is a disaster for a manufacturing company. They sent someone over who couldn't fix it. After many calls to service a representative said they would send over a temporary system while their primary connection was down. Coming in the next day and still NO INTERNET, no temporary service, and I had to call them to complain and try to get temporary service again. If they don't improve this service, they won'... read more
Business response:
Hello Dave, Thank you for taking my calls and confirming service has been restored. We had your case escalated to the top and continued to press our vendor adamantly so we could restore your services as soon as possible. This issue was unable to be resolved in our normal timely manner and is not the experience Sail Internet is aiming to provide. I would also like to make things right and improve your Sail Internet experience so feel free to reach out to me directly if you have any questions or requests. Best regards, Da... read more
Speeds are great and cost is very reasonable but service is extremely un-reliable. Goes down at least once a month.
Business response:
Hi K, I'm Sorry to hear you are having service issues. We'd be happy to connect and troubleshoot your home service and provide any other insights about your connection. We're here to help! https://support.sailinternet.com/
Speeds are great and cost is very reasonable but service is extremely un-reliable. Goes down at least once a month.
Business response:
Hi K, I'm Sorry to hear you are having service issues. We'd be happy to connect and troubleshoot your home service and provide any other insights about your connection. We're here to help! https://support.sailinternet.com/
Frequently asked questions about Sail Internet
How is Sail Internet rated?
Sail Internet has a 4.6 star rating with 845 reviews.
When is Sail Internet open?
Sail Internet is open now. It will close at 10:00 p.m.