Suddenlink Communications
Reviews and Complaints

Since october 13, cable and tivo stopped working "searching for channel v52". Suddenlink replaced tivo box and a defective outside coupling on october 19. Cable stopped 3 hours after repair and new tivo box unable to load the internet. Oct 21 suddenlink technician unable to fix cable and tivo.
Oct 24 suddenlink technician no show? Help. Unable to find another provider in heath, tx

My husband has been a customer for 4-5 years now, Chris Normand. His bill has gone up significantly while the service has decreased. Also the customer service is by far the worst we've seen. We recently got hit by Hurricane Delta, we asked for an ETA, we were told there isn't one and all we can do is wait?!?!?!

I'm his wife, Taylor Mire - [protected]

Signed up for service in july. Suddenlink was offering. $100 amazon gift card after 3 months. When we signed up I specifically asked that service be billed to an alternate address from the service address as the service address is a weekend home that we received no mail at. From date we signed up, for service it took well over one month to finally get tvs and internet working. We live 2+ hours from service address. We met techs at property 3 separate time over a 3 week period before they could get tvs working. Since than, service has been down more than up. I have not had service for 1 week and when I called support today I was told our service had been cancelled for no payment. We have never received a bill! I tried to find out from customer service which address they were sending bill to because we had never received a bill. Support person was supper rude and would not help me unless I could give her our secret code in our bill! Well, hell, that is hard to do since we have never received a bill. I finally talked to us support person who confirmed bills were being mailed to service address with no mailbox and because we were late on payment we were no longer eligible for $100 amazon card. I am filing a complaint with az attorney general and better business dept first thing monday.

Someone needs to contact me immediately at [protected]. I have been on the phone with over 16 Suddelink employees for the last month. I have been referred to several supervisors with the promise that they would call me but they never have!

In short, my services were cut off on Sep 3rd 2020 because of an error on your part. It took me two weeks to get it restored and now I am being charged $446 for an error you committed.

I have been on the phone for several hours a day for several days and the only department that was able to help after the third time talking to them was Retention. They fixed the billing amount but they could not fix the overcharge.

After several attempts to get the $446 removed I am now e-mailing you. There are no words to describe what I have been through trying to get this resolved. If there was a way to file a legal claim I would!

All I want is the bill to be removed, a credit applied to my account for the extreme aggravation I have been caused, and a call from a manger who has the ability to resolve these issues once and for all and to issue an apology.

Nelson Robinson

On October 1, 2020 I spoke to an agent or representative that identified to me as Tanya after I explained to concerned she assured me that she will take care of everything, but she was not able, so I asked her who will be able to help me, she gave me a phone number that will let me communicate with the proper person the number was [protected], so I ended the conversation call the number and that number refer me to a Spam number asking for information in order to get a credit car of $100, and then continue asking for more etc., at the let ask for customer service and end up with Direct TV. This person name Tanya just disrespect me, and your company Suddenlink by given me a back number, to get riff of me. Again this happen October 1 2020, my account number is [protected] access code is, 9225, my name is Jorge Ortizaponte, 406 Hickory St. New Llano, La 71461 my cell number is [protected]

V/R
Jorge W. Ortizaponte
Suddenlink Customer for more 20 years

My mothers phone is not working and has not been working for over 2 months or more. She stay along and she is an odler lady, suddenlink has been called over n over with no fix to this problem. One of the techs can out and said that the problem was the equipment on the pole for the phone to work correctly, he said that suddenlink will not fix this. But this is crazy why not? something could happen and she will have no way to call for help.
I called 1.866.659.2861 again, again, this time the employee (ajejangro) and the supervisor (mijoerna) who refused to talk to me about this matter, so I ask the employee (ajejangro) to give an work order number and it take long time for him to give this imformation but after a long wait, the ref. Or work order is #itt9284534649. The employee (ajejangro) said an tech will come again to see if suddenlink will fix this problem.
My email is [protected]@att.net. My # is 281.917.2638 derrick.

Discontinued my service due to non payment, after i had singed up for automatic payments from my credit card.
continued to charge me after cancellation. Called customer service 4 times, each time was told someone would call me back in an hour or two, never got a call back.

The Suddenlink Equipment Returns "Print a return label" does not work on Suddenlink's website and there are no instructions on where (physical address) to return the equipment either & after an exhausted search i see that i'm not the only person having suddenlink problems when trying to return their equipment back to them so this is apparently an ongoing issue w/Suddenlink which someone higher up needs to address & get resolved asap🙏🏻

I am bundling internet and phone service for $50. I also have an additional cost of $89 for Internet and leasing modem. With taxes bill is $116. I'm being double charged. Today I tried to chat online, with Mary C., 15 mins later she couldn't help. Then I called got a call back, foreign call center, he acted like he couldn't hear me. Then I called back, stayed on hold 20 minutes, the call was dropped bc their system tried to put me in a voicemail. I want to lower my bill by 1/2 or cancel all services.

We have/had Suddenlink Internet 400 and through a phone call I received from a Salesperson representing Suddenlink, we were talked into purchasing the Altice for Internet and TV service. Salesperson alleged it was way better for Internet and we would have great TV viewing stations.
Appointment was set for 0800 - 1100
07JUL2020
Approximately 1010
Suddenlink Installation Tech arrived (a Contract Installation Tech however representing Suddenlink). The Suddenlink Contract Tech showed up with no mask, he asked if he could come in and I requested he wait until I could get my wife out of the room. I informed him that my wife was terminal, and I did not want her in the room while he was inside the house. Once I had gotten my wife situated the Suddenlink Contract Tech entered our home (without a mask). He took a quick look at our current system and then stated he was going out to his vehicle to get the new equipment for the install.
While he was out at his vehicle our internet went off without notice? When he returned to the house, again without a mask, I asked him if he did something to the internet because we had just lost service and he stated he did when he was logging in the new Altice box. Would have been nice if he would have given us a prior notice that he was going to be cutting our internet service when he left the house.
He disconnected our current Suddenlink modem and hooked up an alleged reconditioned Altice box. The alleged reconditioned Altice box was dirty and had some scratches on it, one long one being across the front of the view screen. When the alleged reconditioned Alice system came online it contained information from the previous customer that had that Suddenlink Altice box, meaning it had not been reconditioned, just removed from a previous customers home and brought into ours. I informed the tech we had been through this before and we did not want a box, loaded with another person's info, and one that had not been cleaned, or reconditioned.
The tech removed the Altice Box, that had not been reconditioned, went out to his vehicle and returned with our previous Suddenlink modem, and reconnected it.
1040 hours
The tech informed me that it would take about 30 minutes for our service to be back online and he left. He did state, before he left, he had seen this type of problem before and understood my concerns.
We waited approximately 50 minutes and our internet did not return.
1137 hours
I called Suddenlink Phone Support, sat on hold for 1 hour and 15 minutes, and a person finally answered. I never imagined it would be as long as it was however I was afraid to hang up, call back, and opt for the call-back. I explained the situation to this person. He stated he attempted to connect to our service and could not. This Suddenlink Phone Support person then stated that the lines were down in our area and that they were being worked on and not to worry. He asked me what time the tech had left our home, when informed approximately 1040 hours, he then stated the internet, had went out of service at 1020 (hours) and was being attended to as he and I spoke.
While taking to the Suddenlink Phone Support person I seen our son, who lives next door, and has Suddenlink Services. I asked our son to check his Suddenlink TV and internet, when he returned, he stated his TV and internet service was up and working fine.
I informed the Suddenlink Phone Support person of what we just found out and he did not know what to say. Finally, the Suddenlink Phone Support Person stated he would turn this over to the Suddenlink Field Service Department, that could find out what was happening, and they would contact me regarding the issue.
We waited approximately 2 hours and did not receive a phone call from the alleged Suddenlink Field Service Department.
1407 hours
I called back to Suddenlink Phone Support once again. This time I opted for the call-back.
1559 hours
I received a call from a Suddenlink Phone Support Person, and I explained the situation. This Suddenlink Phone Support Person stated she understood my frustration however they could not get anyone out before tomorrow. I informed this Suddenlink Phone Support Person that my wife was terminal and the phones, TV, and many other items in the house, ran off the internet and without internet this left us without home service for any of these items. I stated that we needed someone to come out today and fix this issue, she asked me to hang on and then she hung up on me, she did not call me back. She was the one that called my cell phone number, that I left when I opted for a call back, so I know she had my cell phone number.
1607 hours
I called Suddenlink Phone Support once again and opted for a call back.
1724 hours
I received a call from another Suddenlink Phone Support Person. I once again explained the issue, the Suddenlink Support Person stated that there was a service call set up for today, he said they would arrive no later than 2000 hours.
No One Ever Showed Up.
2024 hours
Attempted another call to Suddenlink Phone Support however it would only allow me the options of changing my service to dates further out, there was no option for a call back.
08JUL2020
0802 hours
Called Suddenlink Phone Support, once again I opted for the call back.
Did not log the time I received the call-back on this one.
Same old garbage responses that I received yesterday. Finally, after getting angry and asking that they cancel our Suddenlink services period, I was transferred to a Suddenlink person that I could understand and appeared to be here in the states. She seemed genuinely nice however she could not do any better than anyone else. She stated they could not get anyone out until 09JUL2020, it did not make any difference what I told them. She stated she would monitor the issue to insure someone responded to me within a couple of hours, if she did not see any response to me, she would call me back. NO CALL. She also stated we would get the month free due to all the problems we had encountered.
1227 hours
I finally called back to Suddenlink, and went through all the inappropriate and useless information, to talk to someone, anyone, even the janitor. I was informed by the phone computer that there was a service appointment set for 09JUL2020 between the hours of 1100 and 1300 hours. The only options offered were to change the service date.
Note:
I opened my Chromebook to play a game and a Suddenlink portal notice came up regarding no service and to contact Suddenlink to activate the service. It appeared all we needed to do was have our service re-activated. Even though we were set up for service the next day I decide to attempt to call Suddenlink and see if we could re-activate the modem/router.
1250 hours
I called back to Suddenlink and opted for a call-back
Did not log the time of the call-back
Received a call-back and the Suddenlink Phone Support person, he was very cordial and stated he could activate the service, no problem, that was all that was needed. He did connect to our modem as he did reboot it while I was watching the modem/router when it rebooted. He eventually stated we were all set up to go. He stated it would take about 2 hours for the system to set-up. NOTHING HAPPENED.
I cannot count how many times, more, that I attempted calls. By now I was fit to be tied and not safe to be near.
09JUL2020
1102 hours
Jarred with Space Age, Contractor for Suddenlink, arrived, with a face mask on. Jarred stated the problem was in the main office system and that we had not been changed back to the Suddenlink Modem/Router that we started out with; we were still hooked to the Altice box that we declined. Jarred sent an email into, I am assuming the main Suddenlink office, requesting the change. Jarred stated it could take a couple of hours for this to take place and said he would check back.
Nothing once again, I attempted to contact Jarred later that evening, I discover he was attempting to contact us (per the Suddenlink Info he had) via our internet phone. We do not have internet; however, he did not know that phone number was an internet phone number. He did leave messages, which I seen later when I log into our Son's internet. However, with no internet at our home, which is what this is all about, we were not receiving calls or messages.
1827 hours
I called Suddenlink, opted for a call-back.
1928 hours
Received a call-back from a Suddenlink Phone Support person. She stated the problem was in our home and she would have to set a service up for Saturday 11JUL2020. After pleading my case she stated she set us up for a service call 10JUL2020 between 0800 and 2000 hours if someone could get loose.
10JUL2020
Prior to 0930 hours
Joseph, another contractor for Suddenlink, arrived, with a face mask on. Joseph attempted a few procedures and then discovered that there was 2 Altice boxes and 1 Modem/Router showing on our account and it was in a hold pattern. Joseph stated I would have to go down to the Suddenlink office, here in Lubbock, and get them to remove the 2 Altice boxes off the account and reactivate our current Modem/Router. After a little consideration Joseph chose to handle the situation himself. After a great deal of Joseph talking back and forth, with I am assuming the Suddenlink Main Office, with whom ever on the phone and text or email, and waiting, and then having to put in a new Modem/Router we were up and running! Joseph departed around 1145 hours. Great attitude and great service person.
Note:
2 times, during all my calls, from the start of this written information to the end, I requested to talk to a supervisor, was informed it would take up to 24 hours to receive a call back from a supervisor.
To date I have never received a call from a Suddenlink Supervisor.
In review of my cell phone log there were more calls to Suddenlink than listed in this letter/book, however I was dealing with other issues and could not log all the calls and responses. Amazing service…
I took all this time to write this information out, I am hoping someone with Suddenlink would find it appropriate to respond however, I have my doubts.
THE END.
Received a bill 16JUL2020.
0850 called to enquire why we're receiving a bill after having been told we would get the month free. I had to use the term "cancel service" to get quicker service.
0900 Spoke with Derrick, Derrick is looking into our concerns. Derrick stated once the supervisor, Chris Carr, arrived to work, he would review the issue and contact me. Chris Carr is the supervisor of the female that stated we would get the month free. Derrick also stated that the female, that stated we would get the month free, would also be in the office this morning.
1100 hours, still have not heard back. No call-back for 16JUL2020.
17JUL2020
0839
Called to cancel service.
Johnathan (in retention) He reminded me that all calls are recorded, this means they have a recording of the female that stated they were giving us a month free.
Johnathan placed me on hold stating he would get me a cancelation confirmation number.
Cancelation Confirmation #
While on hold, a female came on the phone, started to speak, however the connection was poor and then disconnected.
Helanie, 1G service, no contract, $150.00 credit, can cancel anytime, please try it for a couple of months.
Confirmation #
Monday 8-11 - Service in to set a new modem for the 1G internet. $54.99 a month.? I think she said for life.
20JUL2020 10:00
Suddenlink Contract Tech in and hooked up the 1G service. Seems to be no issues however we can not reach 100 mb with a 1G service?

Now for the next issue:

Received an email offer from Suddenlink to add Home Phone Service for $10.00 per month.
_
01SEP2020
14:55
Customer Service Rep: Amelia
Rep attempted to get us to purchase more services however we declined. Rep stated she was setting up the service call. I asked her "why a service call", all we need to do is plug the phones into the router and we are good to go. After conferring with her supervisor, she stated they had to set up a service call, which was $25.00. For some reason I was put on hold again (not sure how many times I was put on hold) this time when the Rep returned she stated they were going to allow me to hook up the phones myself. However: After a considerable amount of time and attempts the Customer Service Rep stated they could not get their system to work and requested I call back in a couple hours. I did not have time to do this again so I called the next day.
Call time: 1 hr. 14 mins 21 sec
_
02SEP2020
12:03
Customer Service Rep: Could not understand this person well enough to get their name.
Informed them of the issue yesterday and that I would also like to add the Safeguard for $6.99 per month.
Tech attempted to have us sign up for other services, which we declined. Tech came back and stated our new bill was going to be approximately $110.00 per month plus $25.00 for a service charge. I informed her to drop my request for home phone service and just leave everything as it is, I further stated that we are paying approximately $60.00 a month for our 1G internet service and adding a $10.00 per month home phone service does not add up to $100.00+ dollars. She attempted to justify the new charges and once again I informed her to drop my request.
The Customer Service Rep stated they could not get their system to work and they were going to put my call through to the Retention Department.

Retention Department Rep: Janelle
Attempted to get this set up however she could not. Stated they would waive the service call; total bill would be approximately $70.00 per month.
Janelle said she was going to push this up to a higher entity (could not remember what she called the department).
Janelle stated she would call me back by the end of the workday just to let me know they had not forgotten me.
I did not hear back from Janelle.
Call time: 1 hr 28 mins 18 sec
_
03SEP2020
Did not hear anything back from Jenelle or Suddenlink.
_
04SEP2020
09:15
Customer Service Rep: Zoie
After getting my information she put me through to the Retention Department at my request.
Retention Department Rep: Jonathan
09:27
Jonathan could not get the system to work either, he was going to attempt to get this issue, pushed up to the front of the line, with a higher up department. (once again, I did not log the name for that department)
Jonathan came back on the line and stated when speaking with the higher up department they informed him that sometimes you must attempt a couple times and the system will accept their entries. Jonathan did this and the system finally accepted his entries.
Service call Monday 07SEP2020 between the hours of 2 and 5.
Tech phone# 806-701-1207
Jonathan also added the Safeguard to our account and insured the notes stated to bring new equipment.
Call time: 39 mins 24 sec
_
07SEP2020
16:30
Service Tech showed up and when asked if he brought new equipment he stated no, they will only allow them to bring refurbished equipment.
I canceled the installation of the new phone service.

10SEP2020
11:10
Received a call from Suddenlink Rep, she inquired into why the home phone service was canceled.
I explained what occurred with the prior order and attempted installation.
Once I explained, what had occurred to her, she requested the opportunity to re-schedule an appointment to have the home phone service installed.
Suddenlink Rep stated they would re-schedule the appointment and put in the notes that the order is to include new equipment only.
Appointment was set for 14SEP2020 14:00 - 17:00.
_
14SEP2020
16:42
Suddenlink Service Tech called to confirm the home phone installation. He informed me that on the work order it showed new equipment and he informed me that they do not have any new equipment, they only install refurbished equipment. I canceled the appointment once again.
_
14SEP2020
16:47
I called Suddenlink and requested to talk to the retention department. I spoke with Dwayne who stated he would put me through to the retention department.
17:00 Cheryl
I explained to Cheryl that two (2) times now Suddenlink has set up appointments to come to our home and set up our home phone service, with new equipment, and twice after waiting close to three (3) hours, each time, I was informed by the Service Techs that they only install used equipment, they never have new equipment and so our service was never been installed.
Cheryl could not understand the situation, I explained it multiple times and she and I still think she did not understand. Cheryl stated the account showed we had our own modem, I explained to her that we did not have our own modem, it is a Suddenlink modem. Cheryl stated she would correct that in the system. Cheryl finally put me on hold to check something out.
When Cheryl returned, she informed me that this issue was being escalated up to the Technical Department and they would contact me.
Call time: 30 mins 21 sec

No sense writing anything further. This is the second time I've sent information to no avail. I'm sure, IF or when I get a call from the Technical Department it will be the same old responses as in the past. I will have to say that some of the persons in the Retention Department have made every attempt to resolves some of the issues.

I have moved to my new home and I called in on august 12th and ordered service for my new home. I was given a service appointment on august 24th, no tech showed up. I call and was given another appointment date of 8/26, no tech showed up, another appt date of 8/29, no teched showed up, another appointment date of 9/2, no tech showed up, another appt date of 9/9, no tech showed up and another appt date of 9/11. No tech showed up. What do I have to do to get my service connected to my new home. By the way, the previous owner had cable in the home so its not a complete installation. I have called suddenlink and they have called me at my fathers home to say that they are coming out for the appt but never show up. They have guaranteed me that the tech would be there on these dates but no one has so far. Is there no supervision over the technicians, do they do as they please? I just want someone to tell me the truth and I dont think I can get it from suddenlink. Please help!

On 5/11/2020 I called Tech Support about equipment pick-up and quitting my suddenlink service. The tech wanted reasons why, I listed poor service and inability to explain increases in my bill for starters.
Having enough, on 7/14/2020 I called wanting to discontinue service and arrange for my equipment to be picked up (Dish was to be here 7/16/2020). I was informed the disconnect and equipment pickup COULD NOT happen until the end of the billing cycle 8/2/2020. The nice lady said a tech would be at my home between 10 AM and 8 PM on 8/2/2020 for equipment pickup. I said this was strange since this was a Sunday, but she assured me they would be there between 10 AM and 8 PM for pickup. NO ONE SHOWED TO PICK UP THE EQUIPMENT!
On Thur. 9/3/20/20. I received, in the mail, a bill for $539. No explanation, just a bill for $539. When I called asking what it was for, I was told it was for equipment. I told the person what I was told above. He rudely said they NEVER pick up equipment, the customer had to return it. He said to take it back to the Amarillo office. I ask for an email from him authorizing me to take it back to the Amarillo office. Again, he rudely told me company policy dictated he could not sent emails to customers. I did take the equipment to the Amarillo office, there I encountered the most rude young woman ever to draw breath. She wouldn't let me in the building, said she would print me a receipt, & for me to wait in the car for her. 40 minutes later, I went in the entrance of the building to find her visiting with some other woman & she rudely told me my receipt would be printed when "they" had time. During this 40 minute wait time, several people were observed entering and exiting the building with equipment and leaving with equipment. She indicated I could put my equipment in the "SILVER" box on the parking lot. I ask how it would be identified as mine so I would no longer get bills for something I do not need nor want. She rudely and insultingly said "By the serial numbers". I bid her a nice day and put the equipment in the silver box & left.
Suddenlink should do better for customer service personnel!

I had to start working from home in April of 2020. I work for a bank and I approve wire transfers of several millions of dollars a day. The first 3 months of working from home was great. No issues. My granddaughter even played fortnite and roblox while I was working. Then around July 1st, the internet started to go out. No connections for 30 minutes or so, then it would come back on. It got worse, every day. Around 1 pm it would start to go out and that would be my cable and phone as well. It started staying out for at least 3 hours, sometimes more. I had to start coming into the office to try to send wires. I called my company and had IT remote into my computer to make sure it was not my issue, and it was not. I requested a reboot command from Suddenlink and I still have issues. EVERY DAY. I even upgraded and got a new modem from Suddenlink. For the last 10 weeks. It went out for over 8 hours and when chatting with someone online, nothing he did or suggested worked. I am not the only one with this issue. FIX IT. I pay 200+ a month for my internet, cable and home phone. I cant just call and speak to someone and I cannot go into a store because you closed the one in Rocky Mount. FIX THIS! or refund my payments since July 1st! I am back in the office full time now.

After being put out of our home after hurricane Laura and losing all electric and water for almost two weeks Suddenlink has decided I must pay my bill for the service to our home. Suddenlink is still down, so no service Is available since August 27th and today is the 8th of September. We are still out of our home, no electric and these people are billing me for service the full time. I have called and called and pleaded with them but the bill is due. Leaches, and taking advantage of people during such difficult times. Besides having to stay at a hotel and buy all our food and being displaced they have ZERO heart for the community they serve. We are paying rent for a house we can't live in and tv service that we are not getting. How very sad and disappointing... legal theft charging for services that are never provided during a catastrophe.

We currently have internet service through Suddenlink, and we started getting all kinds of pop ups that advertise Suddenlink package deals with no installation charge and a $100 Amazon gift card. I went online around 8/17 and signed up for a faster internet service and cable tv. I received a price of $125.98 and they never called to set up the service. I called the number and they said that they don`t have any record of our request.

On 8/31 I went online and placed the order again and I received a order confirmation number [protected] and a Cart ID number. This morning I received a voicemail from [protected] and it was a bunch of mumbling and all that I could understand was call [protected]. So I called the number and the person asked for all of my information, and then when I explained why I called he laughed at me and told me to hold and a different person answered the phone.

Of coarse I went thorough the part of giving all of my information, and she said that she had no record of my request. I gave her my confirmation number [protected] and Cart ID and she told me that she would enter my request, but I had to pay $25 and I would not get the $100 gift card. I asked for a supervisor in which he also gave me the run around. I was on the phone for over 30 minutes and he finally told me that the offer was only for new customers.

There is a local blog in my community where people are complaining daily about Suddenlink in which I always tried to defend them until now. I am now shopping for a new internet and Dish TV service.

I had called several times regarding the promotional gift card I never received and got a run around.

My name is Kathy Sheppard and I live at 2048 Royal Pines Drive, New Bern, NC
28560.

My phone number is [protected]

My account is [protected] My access code is 4240.

I would like to receive a credit of $100 on my account for this inconvenience.
Thank you!

On April 4, 2020, I moved from my old address (5789 Clarksburg Road, Buckhannon, WV 26201) to my new address of (127 Carol Street, Buckhannon, WV 26201). I contacted Suddenlink and a representative came to my new address and transferred the phone and internet. I have had no problems for April, May, June, July, and part of August. Then on or about August 21, I was going to make a call from my phone and found it disconnected. I spent all afternoon with reps from Suddenlink, which resulted in two phone calls disconnected on your end. Then around 4 pm, I managed to get to the Sales Department and the rep stated that my phone was disconnected because someone tried to use my old address to tap into my account. Then he stated that he would reconnect the phone within the next 15-20 minutes. Well, it is now late afternoon on Monday 8/24/2020 and still no phone. I don't care for unprofessional treatment, especially if they lie to me. I would like my phone reconnected ASAP. My former account number is [protected] and access code is 1427. Apparently no report was sent to Suddenlink by the rep that set up service at my new address or someone simply did not update my service.

My business lines have been out for weeks. Each time a date is scheduled, they don't show. When I call to complain the customer service person emails dispatch and they give a time for the next day but they never show and then I call back and the new customer service person emails dispatch because the service call is immediately canceled and moved forward one week and this repeats over and over and today I was told the new date is 8/26/2020. I saw a huge suddenlink past by wednesday, august 12, 2020 but they did not stop at my place of business.

Suddenlink has a monopoly in rocky mount, nc but I am going to report this to the city council because we need a new provider and I am sure there are other business/residents who would agree!

In Jan. 30, 2020 I started TV and Internet service at my home which took changing the Altice 1 box in order to get my service working properly with the correct internet speed. After we confirmed this service was working properly I order service for my guest / mother-in-law house which is adjacent to my house and carries the same address / mail box. The technician arrived on Feb. 19 and installed the Altice 1 but had problems getting the service to work, he said "the box is bad and he will need to put in an order for a new Altice 1 box and would return to hook it up and get our service online. On Feb 22 three days later a different technician returned with a new Altice 1 box and hooked it up and got everything working. When the bills started rolling in we realized that we were being bill for the account that was hooked on Feb. 19 and the account that was connected on Feb. 22 and the account at my main house that was connected on Jan. 30. After months, days and hours on the phone with billing, retention and customer service trying to get the account that was connected on Feb. 19 disconnected and reimbursement for payment on a account the is not ever in service. Retentions department gave me a control number and when I called back and referenced it they told me they couldn't look anything up by a control number (I mean what is a control number for)? Fast forward my account that has never been in service is now in collections for $150.76 and the account is finally disconnected, but I need it taken out of collections and refunds for payments made Refund Request confirmation # [protected] amount $141.66, Refund request confirmation # [protected] amount $96.17. In addition when the cables were ran from the pole to my houses they were not buried and only hung on the side of my house. Multiple request have been made for the cables to be buried but they are still hanging on the side of my house. It is now August 14, 2020 and I am realizing that my $300 + per month for my two services is not very important to Suddenlink and my only option may be to pay the $150.76 for the ghost account have my current two services terminated and move on to another provider, which trust me might be easier than dealing with the multiple departments that make up customer NON-SERVICE. I am holding out that someone in management that can resolve this issue will reach out to me and get this resolved.