Suddenlink Communications
Reviews and Complaints

On 07/03/2005, I lost my internet. After many frustrating calls, I took my modem to the local office where I was given a defective one. That was a Friday so I had to wait til Monday to take it back..I was given another one. IT TOO was defective. They scheduled a Technician to come out and one could not come until Thu 07/09. SO I had to miss 3 days of work, because I am working from home. I was told that since the problem was a bad modem and not my fault that no charge and was suppose to be given a discount for the week of no internet. I receive my August Bill and it is about $150.00 dollars MORE than my normal payment. I took it to the local office where the CSR tried to explain, but nothing can explain this!

Just called to ask about signing up for new service. Rep could not answer any questions unless they had all my info including social security #! Who is going to do that until they are ready to decide? I just wanted a few questions answered. And the rep kept repeating the same phrase from her script that she can't answer without the info. She then hung up on me.

Usually, phone lines for new service from any company have the friendliest agents. This person sounded like they hate their job. If this is how they treat their new customers, can't imagine how they treat their existing ones.

Get over your pricing and 1 gig speeds etc as your key to profit. Customer service is more important and what retains your customers in the long run. You have 0 stars for a reason. And nothing is changing meaning nobody cares because you still make profits somehow. Imagine if you did care. You could be #1 in industry and not playing catch up.

Retrain your reps! They are pathetic. Get off the script and talk human. And don't hang up on people. You're just going to get more and more complaints.

My name Aimee Larry. My phone number is +[protected]. Since February 2020 My bill went up from $80 to $ 114 . I didn't understand what was going on . I payed the bill . In March my bill came $ 114 so I called the Suddenlink customer service to find out why we were then in a pandemic so I waited for about 46 minutes before someone answered the phone than I've been told that that's the amount and nothing they can do. So I asked to talk to a manager. they told me that someone will called me within 24 hours and it never happened. From that day I've been called at least every 2 weeks until now. If by chance I get anyone the story is different some will give me a discount but it doesn't appeared to my account at least I couldn't see in my end. And others will tell me to wait before making a payment. By then I passed the due date and I have to pay a late fees. There is no consistency in all that. My last call was last Friday 8/20 the first time since March that I talk to someone name Venice in the billing department and she told me that I needed to pay $ 375 and that was the end the story. So I ask to talk a manager she told me that someone will get back to me within 24 to 48 hours. I'm back to the beginning. Right now my internet is not working.

Our phone number is [protected]. Our account number is 001-3551-[protected]. We lost our phone service in June. We called and requested a service representative to come out. They gave us a date and time and no one showed up. We then were scheduled to have someone come out July 14th. He came out and could not resolve the issue. We still have no phone service. We were told someone would call us the next day on our cell phone to discuss what action would be taken to restore our phone service. No one called. So for 2 months we have had no phone Service and yet we have paid for it . We were told that they would credit us back. But that has not happened either.

Peter and Andrea Sills

On May 10, 2020 we lost the cable service (TV, Internet, and Phone) due to a fault in Suddenlink's system. We had to repeatedly call the company for technical service. Suddenlink repeatedly failed to show up for scheduled appointments. After over 20+ calls and 33 days without service, Suddenlink finally restored the service on June 12, 2020.

It is now July 23, 2020 and I am still trying to get a refund for the period we were without service. I have called more their billing department than 10 times and during each call repeatedly ask to speak to a supervisor or any other manager but they are never available and never call back. They keep promising to take care of the problem but never do.

William Pearson
Paola, KS
Today I received an email from Suddenlink telling me that they are going to increase my service fees due to data usage by $15.00 per month. They are already charging me over $155.00 a month.

I am a disabled senior with chronic heath condition which Suddenlink is fully aware of and always has known. We are in the middle of a pandemic and this is how Suddenlink treats it's elderly customers.

Hi. Your internet service is bad.

At least once a week our internet blinks out for hours at a time. When I call the customer service number, every time the robot tells me "we detect an outage in your area," meaning that everyone in my "area" also doesn't have internet service and it has nothing to do with any hardware on my end. It's just inexplicably out.

I became a Suddenlink customer in 2013 because Windstream's service was terrible and I was sick of having a tech come out once a month to my house just to tell me that there was something wrong with the box down the street. Where I live, Suddenlink was the only other option. Imagine my surprise recently when I was clocking my internet speed using an app on my phone and the app listed Windstream as the server that my Suddenlink internet service was going through. I don't have a vendetta against Windstream. I just want my internet service to work without interruption. I have young kids who might require remote learning services if everything shuts down again in the fall. My wife and I are both working from home more often than not these days. But even if the coronavirus pandemic wasn't happening, I should still expect my internet service to work when I want to use it. It's what I pay for.

Look. I pay my bill every month, so it seems like a service that runs without interruption isn't too big of an ask. If I could ditch Suddenlink for another ISP, I would have done it by now, but again, my only other option is Windstream, who has already failed me once. I know I live on the edge of nowhere, but that doesn't mean that I can't expect decent internet. It's not like this is 1998. We're a fifth of the way through the 21st century, which I'm constantly reminded of because I'm not even sure you guys have humans working in customer service anymore.

Get it together, guys.

I have tried most of the day to get a live person. Finally did and she was checking on my cable when we got cut off she said she would call me back and she might send out a tech. It's been 2 hours with no call back. Can never get a person when I call. If I could get a different cable company I would. The price I pay is outragase for 7 channels.

My mother has had nothing but trouble with her suddenlink account. Her phone service goes off and on frequently. She is an elderly widow that needs to be able to make phone calls and this service has let us down
She has a tech out yesterday on july 4. The tech robbie was very nice but since it was a holiday when he tried to her modem to link to suddenlink, there was no one working to complete the chore to get it working so she is still without a phone today and is very upset
Why do you send a tech out when you don't have support working?
This is a horrible service

I upgraded in March from Altice one to a 1G speed and quoted price of $77.98. Tech came out and said I couldn't have the Altice box and 1G box. He said the Altice can not push 1G and the highest it goes it like 400-500. He installed it, messed with something outside cable switches. Connected his phone and said "It works, see." Left box and said passcode was S/N. Called multiple times said they fixed it. Sent last tech out 6/26 who basically said make sure I'm not getting charged for 2 internet connections. Stole my Arris 1G box without telling us and installed a Ubee Box. I did not sign anything or agreed on anything. I do not get my 1G readings and he won't call back or text back. I've called Suddenlink and ask for the retentions department and they will not send me their. I had one representative send me to a 3rd party assistance party called Hellotech. Mo was a friendly guy and I thought it was the retentions Dept because that's where Mike from Suddenlink was transferring me. Mo listened to me and then said it would be $129, so I asked if I not speaking to someone in retentions Dept. He asked for the name of the Suddenlink rep who transferred me there because he was informing his supervisor to file a complaint.

I have been without phone, internet, and TV for 3 days. I have no cell phone service where I live. I have called customer service 3 days in a row and been told the problem is fixed and it's clearly not. If I were to have an emergency I would have no way to contact anyone. I am also on call for my job and if I were needed no one would be able to call me. I pay extremely way too much each month to go days without service. Every time I have called I have been told it should work and if not to call back. Well how am I suppose to call back to fix my problems without any service?

A tornado went through onalaska, Texas April 22, 2020. As of today - June 25, 2020 they still after over 9 weeks have not fixed the problem. Have called numerous times & am told they're workin' on it. Had a credit on my account & they keep takin' money off when they provide no service.

when tech installed the cable line he stabilized it by wrapping it around a pole that comes out top of the meter box, instead of using the hook that was in the brick wall meant for that purpose . When Dorian hit NC sept 7 2019, it caused the line to be pulled, the brackets that attached conduit to house were broken and pole bent and pulled away from wall. Sudden link took pictures several times and never repaired, canceled several appt without notice. they keep putting wrong description of problem in file. I have call repeatedly but repairs not done. They claim they have come out and assessed but haven't. An act of God is one thing, but had the tech done the install correctly the first time the conduit pole would still be stable. they need to repair the damage before my house burns down .

I terminated my internet service last October. Returned my hardware (modem) but they kept on charging, and charging. Fours months latter they found "their" hardware, adjusted my bill and left me with over $200 in credit . I have made 5 verbal request for my refund. They have done absolutely nothing . Still looking for my refund check . Its going on for over 6 months now. Dead beat company.

Doug Brown
Round Rock, Texas

[protected]

My cable and internet were out for 2 weeks. I finally called and they set up a service date. I specifically asked, if I would be charged. I was told if the problem was not inside the home or something that I had done, there would be no charge. I asked because they have done this to me before. A man came out, did NOT enter my home and said the problem was a cable a couple houses down and someone would be out to replace it. I received my March bill and was charged for 2 service calls and equipment that had been returned. I called on March 15th and was told a supervisor would be calling me. I received a call later that evening, I explained and he removed the charges and told me to pay the amount of $170. I did. I received my April bill and the charges had been added back, including the equipment fee. I called again April 14th. I was told there was nothing they could do a supervisor would have to call me again. They could not explain how the charges found their way back onto my bill. No supervisor since has returned my calls, I have called repeatedly, been hung up on, on hold for hours etc. I subtracted the charges from my May bill and paid what I actually owed and now I have received my June bill that still includes the charges and now a $10 late fee. I called once again and was told that service call charges couldn't be removed I would need to speak to a supervisor, of course that has never happened. I went ahead and paid the bill in full to avoid any more late fees. How can they charge me for something I never received in my home. I never signed anything and only spoke to the man on my doorstep that said it was a cable down the street. I want my money back that I am owed which is $158.44 . It has got to be illegal for them to place fraudulent fees upon ones bill. This has been so stressful and time consuming. I would truly appreciate your help

I'm not even sure where to start with this company. Literally the worst company in the us. I despise them so bad. I've had internet issues for months! Up/down/up/down/up/down... Had no internet at all for the past week. Technicians were supposed to be at my home wed between 5-8pm.… no shows and no call. Then called them to find out why. No answer. Rescheduled for friday 5-8pm... Guess who didn't show up again. They are terrible. No customer service. They do not care squat.

Internet and phone service keeps going out, they schedule service representatives but they don't show, one said they showed and we were not here and you all charged us 60 dollars, we were here But I would gladly not worry about the 60 dollars if someone would just fix my phone and internet . All of my time waiting on a service representative to show should be worth something but they don't see it that way

Called Suddenlink because 2 channels were not working. Tech came out, pushed a cable in the back of the box in, said I was not to touch anything behind the box (evidently I do not need to dust with a Swifter), did something to the box outside the house and left. Do not know what he did outside because he never came in or said anything to us after doing so. He just left. Problem not resolved. Called again. Another tech came out the next day, replaced the box (he said there was a problem with the box). He checked the problem channels and they were fine. Receive the bill for 2 service calls. I called. One service call removed "because they did not resolve the problem." Asked why we had to pay for them to replace their defective equipment and was told they replaced a cable (DID NOT) and performed "preventative maintenance". I asked what they did and the billing center could not answer. Asked for a supervisor to call. Have not received a call. Actually asked 2 times for supervisor--no call.

I have part of my bill that is not authorized or for which payment should be waived. It amounts to a charge for a service call of $60 and some other charge. The total i do not owe is $93.56. The service was set up wrong in the beginning and the technician came and resolved the problem. He told me that the software program was set up wrong and he repaired it.
I want suddenlink to remove these charges from my bill as this should be part of the service to make the system work properly. I have internet service and tv service with them. This problem has been ongoing for 4 months.
I request a refund on the bill of $93.56 and remove future billing of this amount.