Suddenlink Communications
Reviews and Complaints

8/09/2023. I had a technician come to my house at 8:30 am and replace a bad cable/dvr box that stopped working monday night. Replaced with a standard box instead of a box with dvr. I was told tech would be back out between 6pm & 7 pm which he never showed up. According to csr, he came to my house (lie) called me and went straigh to voicemail (lie), now I have to drive 20 minutes from home to a suddenlink store and exchange the box myself. I have been in sales for 35 years and understand the importance of customer service. Suddenlink does not! I have never been so dissapointed and frustrated with a company in my life. The lies is just poor business.

Number is [protected]

It is masked by +30 [protected].(+30 is the Country Code for Greece).He lives in New Martinsville, West Virginia, ZIP code is 26159 in Cowetzal county. He is using your fixed or landline service to get me to call the +30 [protected] to have me call him and make me pay for the call .This is Spam and Spoofing which is a Federal and State Crime.Please investigate

Date: 22/2/2022; time 9:00a.m.

A technician was supposed to arrive to replace and install a new gateway. This was CRITICAL! I have a chronic seizure condition; my Microsoft Surface has special software installed and sits by my bed; if I have a seizure during the night, it auto connects via the internet for EMS. Today, the instructions included for your tech to call prior to arrival so I could go downstairs and allow him access to the apartment complex; he did NOT call.

Consequently, he filed a false report claiming I was not at the apartment; I was, he just couldn't be bothered to make a call (he claims on his report he did, however, my cell caller ID shows NO call being made!). I spent over 2 hours on the 'phone with various Suddenlink employees before being given a guarantee that dispatch would contact me when the tech was on his way, TODAY! Needless to say, he did NOT arrive. The appointment has now been rescheduled for Thursday, leaving me another 48 hours exposed to a major medical crisis due to the failure of their defective equipment.

I called to have my account cancelled around March 10 2022 because I moved so I no longer needed my service I also paid the bill to a zero balance. I received a letter from Sunrise debt collection agency trying to collect $306 for suddenlink for an outstanding bill. I contacted suddenlink who told me that it was because of the equipment that needed to be returned. I sent the equipment in and contacted suddenlink again to make sure they received their equipment. I was told they had and that $100 was already taken off and the rest would come off as well. The rep I spoke with said my last bill was paid and confirmed my equipment was returned and the other remaining $206 would go away when the other department knew about the returned equipment. I received a call from Sunrise debt collectors in the first week of September 2022 stating they were calling to collect $206 for suddenlink for unpaid services. I told them what the people at suddenlink told me and the debt collector said they show that my account was not disconnected until April 26 2022 and it was due to unpaid bill. Which this is not true.

This Complaint is coming from Mayor Bobby Hardrick of Madison, Arkansas. We called Suddenlink several times regarding a wire down that's obstructing traffic in the area of 140 School Street. Citizens have been calling in complaining. The wire is from pole to pole across the street and one side of it is too low to pass up under. It's a safety hazard. Customer Service Representatives are not very helpful as they don't see a wire down across the street is an emergency. They try to force you to give them an account number which we wouldn't have a way of knowing that since the downed wire is pole the pole. The residents called entergy thinking it was an electric wire they came out and said that it was a cable wire. Long story short the wire has been down for weeks and suddenlink has still not showed.

No internet service for 2 months and still waiting for cable for tv to be turned on for same period of time. 2 months ago tech came out said device on top of pole was bad needed to be replaced would do it the next day. two weeks later still nothing - called again = tech came out = asked about the internet - said he was there to turn on cable for tv's = said it was on and left - nothing worked - called again - waited another two weeks - tech comes out - says top of pole has to be replaced and someone would be in contact within 24 hours- that was two weeks ago - still nothing. had service for over 8 years now this type of treatment.

J Blas Tovar

1010 stephens ave

Mt Pleasant, TX 75455

Sofia Arrington

[protected]

Have been without phone for over 2 months and the internet goes out multiple times every hour making it useless, have had many tech's come out and never fix the problem the last guy told me I should cancel service because they will not spend the $ to fix my problem that we believe is in the amplifier on the main line.

VERY POOR SERVICE! NEXT STOP FCC!

My mother had the same phone # for 50 years when my father recently passed away she contacted sudden link. They turned off her service, told her she could not get the same phone # and she didn't have intternet or phone for almost a week. We, her family, where unable to check on her throught her video camera because she had no internet and they made her pay a new service fee to get the service turned back on.

My billing cycle is 8/6/22-9/5/22 I called in on 8/10/22 to cancel my service.

I talked to a lady named Noelia. She was very nice and helpful. She said because it was so close to my cutoff I would NOT be billed for this period. I know you charge for a month ahead. So today I notice I have been billed for the entire month, it is in pending until 8/20/22. I called to find out why...to make along story short I was told that because I did NOT cancel before my new month started I had to pay for the whole month even though I have NO service. My service is shut off but I am still being charge for whole month.

I think I should have had a new final bill for the 4 days only.

I asked to talk to a supervisor she told me the same story. I asked to talk to someone higher than her & was told NO she was the LAST point of contact.

I believe this to be very BAD customer service. I was repeatedly told that it is company policy.

I am from the days of GOOD customer service & this is NOT it.

VERY unhappy EX-customer who will never recommend your services to anyone.

Tammy Glisan

My experience with Suddenlink Communications began some 15 years ago. I was a customer of Cebridge some time before it became Suddenlink during the summer of 2006. The service provided by Cebridge was excellent, and that service continued after the name change with me being allowed to continue with my email using the cebridge domain. During that time I also had a VOIP telephone service which worked well for years, but I eventually had to abandon that convenience because the cable internet service became unreliable. I kept the Suddenlink internet because it was the only cable provider for our neighborhood eventhough it became more unreliable. The provider never offered to compensate its customers for the outages. The problems with my email service began in early 2022 and worsened until i finally tried to tell the provider about those problems. In early June I began calling about the issues involved. Over and over I explained to technicians who promised to fix the primary problem with my email domain and call me back. No one ever called me back. During these two-three weeks I was put on hold for a total of several hours. I was finally directed to a seemingly very knowledgeable fellow with a heavy accent who proceeded to tell me that Cebridge was not part of Suddenlink, never had been. When I asked to speak with his supervisor, he refused, saying that he had already explained everything. I was later told that I had lied about that incident. On further reflection, I decided that my only course of action was to terminate my account with Suddenlink and find a new internet provider. My account was paid up through July 6, so I called the customer service number early that afternoon and talked to a lady about terminating my account. She immediately became defensive and demanded that I explain why. I related my experience with the technicians. She insisted that the problem could be fixed. I reiterated my shoddy treatment at the hands of technicians and demanded that my account be terminated. She continued to argue, and I insisted again that the account be terminated. She would not listen. I told her again to terminate the account. She kept on talking as if she had never heard me. I finally gave up and hung up. At no time did she tell me that I would have to talk with the terminations department in order to have the account terminated nor that the account would be considered active until the modem had been turned in to Suddenlink. Afterward, I disconnected the modem from the cable and unplugged it from the power outlet. In a few days I received a monthly bill from them for the period July 7-August 6. I just thought that it was taking a few days for Suddenlink to carry out my instructions. That was certainly not the case. On August 8 I received a new bill for the period August 7-September 6 that included a late fee for the past bill. I now realized that Suddenlink had taken no action on my repeated instructions to terminate my account and furthermore did not notify me that they no intention of following my instructions. I spent over three hours on August 8 talking with at least seven different company representatives explaining over and over again about my lack of proper email service and their inability (or their refusal) to restore good service. FINALLY, I was transferred to the Terminations department where I was harangued some more before she grudgingly agreed to terminate my account. But when I requested the charges imposed since July 6 be removed, she said I would have to talk to the Billing department. She put me on hold again, and finally the lady from the billing department came on the line. She, like every other person I talked to at the company had to verify my name, address, account number, etc, etc, then have me explain the whole situation. She then told me that she could not possibly remove these charges as I still had the modem and I that I still had useful service to browse the Web - furthermore, there is no record of me ever having made a request on July 6 to have my account terminated. I was a good customer who faithfully paid his bill before the due date for over 15 years and certainly did not deserve such devious and purposefully disrespectful treatment.

The phone company suddenlink they turned off my phone over a month ago [protected] so I had sent them a check for $47.99 for the month and they never turned on my phone so I just went with another carrier in the mean time they sent me another bill like I was still with they services so paid another payment on [protected] for $71.82 cent believe it or not I got a new carrier and they still sending me bills by the way check no#1427 is for $71.82 and check no #1411 is for $47.99 so I just want them to quit charging me service that I dont have we need to get a class action lawsuit on companys like them

Discrimination

We are seniors with Suddenlink and wanted the senior

discount. They would not give us because we are current

customers. That is discrimination! We are seniors only on

Social Security and need help now. This a government program

and that is supposed to help us.

I have just purchased a home security system that requires the internet Wi-Fi connection to operate locking doors, closing garage doors, and camera. Without reliable internet service I cannot secure my home. I loose internet service every day at different times while either using the security system or streaming video.

Amarillo, Texas:

Our internet was down for 6 hours yesterday (7-9). It went out about 3:15pm and did not come back up until about 9:30pm. Called customer service. Went through the steps until put on hold for a person. After 35 or so minutes, we were disconnected. The day before (7-8) it was down for 3-4 hours. It was down for several hours at least 2 other days last week.

The previous week it was down 2 or 3 times, as it was the week before. Each time for multiple hours.

We have a landline phone that is out whenever the internet is down. We keep a landline because of the multiple doctors my husband has to see. I want the landline to work so we do not miss any calls from doctors or labs. In addition, he has calls with doctors several hundred miles away. Our uninterrupted internet use is vital.

Calling customer service is not helpful. If we could talk to a real person, it might answer our question - why?

We have been having intermittent internet issues since February 2022. The first tech that Suddenlink sent told us there was a problem with the "doghouse" across the street. A month went by and nothing got better. I called again. The next tech said the wire to the box in front of our house was bad. Another several weeks went by until that was replaced. The problem did not go away. When I called to complain again they told me to take my modem to Rocky Mount and they would swap it for a new one. That is in my estimation a major issue with your company. The old modem was a dual band 2.4 and 5GHz wireless router modem. They replaced the 13 year old device with a new one. All my 2.4GHz smart devices (over $1000) no longer work. 4 camera security and door bell system, 2 smart lights, a smart thermostat, internet connected picture frame, 2 switched outlets ... All are 2.4GHz, the new Altice router is only 5GHz and not backward compatible.

I then went and purchased a Belkin 2.4GHz wireless router. I plugged it into to one of the ports on the back of the new Altice router in hopes of getting my smart home back up online. It is not visible to any of my devices. I took the Belkin to my daughters home and tried it there where it worked fine. I also took it to the firehouse where I work and it worked there too. None of the computers or phones in our house see the Belkin when it is plugged into your new Altice wireless modem. I plugged my computer directly into the back of the Altice modem and the port is working fine. What has your company done ? This is a hardware nightmare.

I will add that I an engineer and professional programmer. I have an engineering degree and a masters. I have been writing code since 1968 when I was in college. I owned and ran a software company from 1978 to 1992 when I sold it. I am tech savy. I am also sure that all your smart home customers with 2.4GHz devices are or will be as frustrated as I am.

I have been told false information,and the company didn't even honer the free installation I received by email from them, also rude employees over the phone. I finally got service to be installed by talking to the company yesterday and they still didn't use my free installation I received by email.

This is not my first "rodeo" with you people on this subject.

You took $10.50 more than my actual bill. I am on auto-pay and it is your fault that you do not update your system to deal with holiday's that fall on due dates!

If your bank was open for business on monday may 30th, I would like to know that banks name please. My bank had the information to them but due to being closed for the federal holiday on may 30th, your payment was paid out of my account on june 1st the next business day following a federal holiday! On june 3rd you are stating I did not pay my bill on it's due date, well, I am on auto-pay, what would you suggest be done here?

My bill was $134.57 and you took out $145.07 claiming "late fees" and I want that explained. I have documentation for every call I have made, including a list from my cell provider of the calls made with the duration of each call. Your automated system was to have someone call me back within 10 mins this morning, well, that was at 9:43am pt it is now 11:31am pt, and I have heard from no one. Typical as always!

File: copy

My name is Lorena Silva

my sons name is Raymon Tapia initially he opened the account with Suddenlink then we spoke to customer service a month later to change it to my name since I was the one who made the payments but they simply added me as a second user instead. When the pandemic hit i contacted Suddenlink to cancel the service but she said "it's hard on everybody not just you" I asked them to shut it off but she laughed at me and said that's not how it works she specified that I am responsible for the amount owed including late fees and that service was going to be shut off however charges will continue to be applied until the equipment was returned and the balance was paid I explained that I had become unemployed and that it wasn't possible to pay in full I asked for a payment plan and again she laughed at me I'm still unemployed and now collections is hounding me

Ive had suddenlink for 3 months now. I pay for GIG speed internet, 2 days put of 3 months I actually had close to Gig speeds. My internet remains useless and that's for both WiFi and Ethernet. I currently have 9mbps for download speeds and about 22 for upload. The techs that have come here obviously dont have a clue and basically swap equipment just appease me I suppose. No matter what I do and Ive done troubleshooting with Linux, Windows and Mac OS. Result is the same, Ive checked and changed my network cards to swapping the eth cables to rule out equipment failure. And since the Tivo units (a mistake I was fooled into a contract with) is also reliant on MoCa connectivity, they to are and have to be plugged in to an eth cable. Its the only way to watch tv if I dont. My Tivo Network settings were also updated and configured by a tech and myself to no avail. Suddenlink is literally ripping people off and steadily lying about its "Award winning internet" in every commercial.