Suddenlink Communications
Reviews and Complaints

Our internet went out the end of July this year. After serveral techs, them not showing up twice, and many phone calls they replace their underground line at the end of August. I was promised a credit as I continued to pay my bills. I have been calling them since August to get that refund. It's always an excuse, one rep even told me I was lying about the replacement. I've heard it'll be after this bill, we have a new system, it takes time, let us call you back they never do. Today I was told it takes time and I need to understand that and pay my bill. 4 months is how long I've been trying to get my credit! Would they wait 4 months for a payment? Worst customer service and company I've ever dealt with

My internet keeps going off. an intermittent problem as per person on phone which happens every day. I will deduct that from my bill and the outages which are 2 full days with out internet service. This has been happening for the last 3 weeks. You need to resolve this problem and get me better service. A repair man has been scheduled to come out and check the lines because my neighbor has the same problem. There must be somthing wrong with the equipment. Please fix it! Mildred Comeaux

I'm still having a hard time trying to make sense of this due dates and late fees. It seems to me that the only real problem with this is you. It's quite the racket; getting monies for no product or service. Why do we need them. Not to long ago, you got your bill and as long it was paid before the nex bill, no porblem. Heck, youdon't work with customers hat comme to you for a simple chang of the due date.If you could show the purpose and need for it, I might have a different outlook on it. As is I say no to this absurdity.

Activated phone service with Verizon on 10/8. Suddenlink still charged me until 10/11 -- fraud

Turned in my internet equipment on 10/16 at their store in Lubbock -- still charging me for it as of current bill -- fraud

Changed my account number on current bill so customer service reps do not see the 2+ yrs of history.

FCC Case 3613626 addendum filed today.

I called a few months back because my bill was way too high. I was going to drop service but the lady I spoke with got my bill down to $174.63...Great! that was for the billing period 09/12/19 to 10/12/19. Now this month and last month its $50 more! I called twice today and couldnt understand hardly anything the customer service rep was saying. oh by the way it took 4 calls to get through! I was hung up on twice. maybe not on purpose but still and each time it was over a 45 minute wait! 4 months ago I called and tried to get the altice system EVERYONE is talking about, 59.99 a month. I've been a LOYALCUSTOMER for over 10 years. always paid my bill on time and all. I tried to get the altice system but guess what? I have to have my current service disconnected for 30 DAYS BEFORE IT CAN BE DONE! who in this day and time can go 30 days no wifi! Ridiculous AS FOR NOW I NEED MY BILL TO BE BACK UNDER $200 OR IM CUTTING MY SERVICE AND WILL TELL EVERY SINGLE PERSON I COME ACROSS WHY THEY SHOULD NOT HAVE SUDDENLINK.

First off the internet sucks in our town, and we do not have any choice but to go with suddenlink as the other company, believe it or not is even suckier than suddenlink, second, there was a strong wind storm on august 26, 2019, the suddenlink crew came out to supposedly fix the down lines, but instead put a temp line running across my yard to the next door neighbors then to the road, now I have had to keep that temp line in check as it runs right over my back pathway to the house, several times we as a family of 4 have almost fallen to the ground trying to miss said temp line. I have called several times and get no answer or on hold for hours, or the system is down. I really work hard for the $80 a month that I have to give to your company for such bad service! Can you please fix this temp line in my backyard and make the internet work better!

Sincerely disgruntled customer

I was scheduled for an installation of internet services on November 4, -between 2-5pm. I called this morning to confirm their arrival. The customer Rep informed me they would be arriving. I watched outside diligently with my front door because I knew they would be arriving. I received ONE! Phone call from the tech who stated they knocked and no wad home. I live in a duplex with Only 4 units if anyone would have came I would have heard and seen them. The voicemail the tech left was very unprofessional. I am very disappointed in how this situation was handled on to push my installation day to Wednesday.

Twice I had to call about billing issues that were blamed on a new system being installed and having issues. It is absolutely out of line for the representatives to be rude to the customers having to deal with problems that are completely from the companies side. Emulen, not sure if spelled correctly, was unnecessarily condescending and rude. I will be looking to switch my service as soon as I can. Have been with the company for a long time and am understanding with issues that can happen. Dealing with a representative being rude is not something I should be dealing with, especially when the fault does not lay with me. Hope this gets addressed

Technician came out to my apartment to install internet and told me that they could not install unless the neighbor was home to get access to their yard. So instead of trying to find another way or coming back later today they change my appointment for 3 days from now and are still saying that if neighbor is not home from 8-11 they can't install. When I asked for a refund they say 3-5 days!

Return from work on October 15 and had no cable. I called suddenlink in which I was told by Ricardo I did not pay my bill. I paid the amount due over the phone, received payment ID and confirmation number. He assured me that my balance was zero.
On October 19th, I attempted to order movie on Demand and recived a box stating purchased allowance failure. I called Suddenlink in which it took me an hour to get through. I spoke with Tatianna. Explained the issue and informed her I did not get a bill. She proceeded to tell me that due to the new billing cycle is why I did not get a bill, I gave her the payment ID and confirmation number. She informed me that they have been having issues with customers not able to order movies. They were working on fixing issue and will call me to let me know when issue is fixed. I received a call later that day from Tatianna stating they are still working on issue.
On October 26th, I attempted to order movie again and still received same warning box, I again called suddenlink and spoke with Adam, He wasn't interested in anything I was saying. He just wanted to send signal to box and Have me disconnect and allow it to reboot. of course this did not work.
On October 28th, I called suddenlink back regarding this box and unable to order movie on Demand, I spoke with Kevin who took time to read notes in computer regarding the times I called and issue I was having. He set up appointment for tech to come out on Nov. 2nd to troubleshoot and change out boxes.
On november 2nd, A tech came to my home at 0905. He did not look at boxes or try any trouble shooting. He went to on Demand tried to order movie and received same box I have been receiving for 3 weeks now. He asked me if I paid me bill, I said yes and I gave him the payment ID and confirmation number. He called his boss and told me the problem wasn't at my home and he could not do anything and I had to call suddenlink cause issue was at the main office. He stated "it would take me 2 ours to get through and I did not have the time". And if I called no more than 25 mins, He left at 0915. I immediately called sudden link in which it took me over an hour to get through. I spoke with John to whom I informed of what the tech said and he told me that he was going to send tech back today between now and 8pm. He assured me over and over that the issue would be resolved today and the tech would call an hour before coming over. I waited and waited and no call and no one came.
At 6:11 pm, I attempted to call sudden link in which again it took me an hour to get through. It was 7:11pm until I spoke with Lory. I asked her to please review notes in computer that John made early today. Apparently there wasn't any. I had to explain the entire situation over and informed her that no tech came back. She kept saying I will send another tech. I informed her that it's 8pm so when did she plan on sending this tech. I said tomorrow she said no tech available tomorrow. she wanted to send tech I during the week when I would be at work, informed her my hours I work. I finally told her to send tech out on Saturday Nov, 9th as early as possible. I told her I want a number to call to file a complaint. She kept telling me she was customer service and she was going to let her manager know what happened and she also kept saying I assure you your issue will be fix and notes she was making will go to manager,
In the mean time, I still can't order a movie. MY old acct number was 001-[protected]-3602. My new acct number is [protected]. I'm not sure if these accts have been merged or is the reason I'm having this issue or not. But this new billing cycle and new accts are causing customers problems and no one seem to care or try to figure issue out.

for three months now i have not been able to log into my account online, there is always some sort of issue. it sais my password and user name do not match then when i go to reset password my security question is not matching which I know it is the right one. I have not been able to pay my bill via phone because is sais my card declined which is crap because i used three diverent cards and none work but all are good and i have used them before and after trying to pay at suddenlink. they recommend going to the store but that place is so full people are parking accrass the street in the other two business parking lots and on the streets with the line literally out the door, I dont have that kind of time just to pay my suddenlink bill. then when i want to pay with the agent the wait time is so long that my call back was no sooner than 4 hours later most the time 5 or 6 hours later and one time a day later, just to find out they want to charge me $10 to pay through them even though I have no other way to pay or no other way works. Unecepatble suddenlink, is this how you are going to treat your customers oh and on top of that raise prices and not working with helping current guest with promotions and pricing. Its like your actually trying to make your customers leave and file bankrupt when you have no one left. step up and do something and i know im not the only one every review everywhere and everyone i talk to are in the same boat. So help your customers and how about kiss their [censored] a bit and give a break for putting up with your disrepect and lack of willingness to help them and make life hell for them. very unhappy customer.

We have family located in South Korea so occasionally we make calls overseas. We use to have a telephone/call card to make long distance calls but we stopped using those because Suddenlink advertises very cheap long distance calls. If you go to Suddenlink's website you can see that Suddenlink only charges $0.12 aka 12 cents per minute with a direct call and $2.59 per minute when we use an operator to South Korea. We've been calling Korea occasionally the past year and never had outrageous charges. The most recent bill we received we were charged $29.45 for a call that lasted approximately 10 minutes. The math does not add up. A 10 minute call at 12 cents should be $1.20 not ~$30.

When we finally decided to contact Suddenlink Customer Support it was a pain to get in contact with them. They've basically removed email support and you're only left with phone call, chat, and local office. I first tried to contact them through online chatting through their own website. I spent over an hour trying to connect with a single representative and it never worked. It was a weekday, not even a weekend and it wasn't late at night either. Then we called them which took a long time to connect with a representative and they were zero help. Their representative was mediocre and didn't even know the correct numbers and rates. When we told them that the rate for long distance call to South Korea was 12 cents they told us we were wrong and that it was $1.10 cents per minute and then they went and told us we made a call for 27 MINUTES. No one mistakes 27 minutes for 10 minutes! They treated us like we didn't know we were talking about when clearly I did my research before even contemplating of contacting them because I knew they would be a pain to deal with. They directed us to login to our Suddenlink account to check the current rates for long distance calls. I was reluctant to do that because where do you think I got the official rate numbers from? We double checked and it said 12 cents like I first saw and we called them again. They basically said they can't do anything about it and to go to our local office. So next day we went to our local office and they told us we were correct and that the rate for calling South Korea was 12 cents. But once again they told us they couldn't do anything about it.

What the hell are we supposed to do? We have a company that is a monopoly in this town that does whatever it wants and no one can seem to fix their own errors. All they do is point fingers at each other but don't own up for their mistakes. Even if we did have a 27 minute call at 12 cents that is $3.24 NOT $29.45. Suddenlink is a mess. Their website is slow and a mess, If I try to see my call details to see where I called and for how many minutes it comes up with an error online. Their account email doesn't work properly and they want you to call but you can barely get connected. They give you bogus DMCA warnings, and make up bogus internet bandwidth usage claims. In the past they said we used ~100G+ on a single day when we were out of town with our router disconnected. I had to fight Suddenlink to get the charge removed. I'm not out to brag but I like to think of me as a tech enthusiast. I have everything setup so I can prevent random emergency and mishaps that will waste my time yet the call support treat you like a 80 year old grandma living by herself. Some of these support representatives need man up and help solve issues by contacting higher ups or they need to go work at a lower tier job where they belong where they can follow a dumb manual. There's all these tiny fees they charge every month lots related to the government but stuff like paper bill convenience charge and network enhancement fee does not make sense. First of all when you have such a bad website design with lots of stuff not working for your personal account info, how are we supposed to trust not having paper bills sent to us when you can find records of your usage in accurate detail. Also we use their 200mbps service that originally came with unlimited data. They making new tiers of service and remove the unlimited data tiers. They grandfather the unlimited data but it results in additional $5 charge. Plus the internet service performance is spotty. So many times we get slow service at random times its not even funny. I understand some slow downs resulting in 200mbps going down to 50mbps or even 10mbps but when speeds go down to single digits and below (.4mbps!) you should not be charging us a network enhancement fee when there is no enhancement going on at all!

One thing for sure we'll be canceling our landline service, and will cancel our internet too when we find a good alternative. You can bet I'm gonna complain on every website I can find and annoy people higher up in the company. Believe me I don't want to do this but you've wasted my time and you guys deserve to be annoyed too.

We live in an apartment complex and our apartment has the attic access to our building. We allowed a suddenlink tech to come to our apartment to fix a problem for another customer in our building. When the tech came to fix whatever in the attic, it knocked out our internet. We were without internet for three days before another tech came to fix our internet that Suddenlink screwed up. Now they are charging us for their screwup and not even giving credit for the three day outage. This is the WORST internet company ever and the WORST customer service I have ever had! They will NOT get any more business from me!

I called suddenlink multiple times from 8:30pm until 10pm before I spoke with a human. I told them my tv was stuck on motortrend and my remote wouldn't work. The kid laughed at me. Now it's been 14 hours, i've went to the suddenlink office, stood in line for over an hour. The lady went to the back got a new remote control with instructions page, gave it to me and sent me out the door. I am at home now and been on the phone for over 40 minutes waiting to speak to anyone because this remote is not working either. So I am headed back to suddenlink now to stand in line. I promise you I will not have this problem fixed and my tv will be on channel 89 until atleast monday! I absolutely will never use suddenlink again and I will let every worker in these refineries I work in to stay clear of suddenlink. And my bill has not been the same price for 5 months but I have not changed one thing on my plan. I would love to know how my bill goes up every month!

I ordered TV and internet to be installed on or around Sept 06, 2019.
Technician came out did most of install but said the modem and cable box were not attached to my account. I called spent 3 hours waiting on phone to schedule another tech and was told next available day was in 1 week.
Same tech came out for that appointment still couldn't associate the boxes to my account and left. I called spent hours on wait scheduled another technician again told it would be another week. Same tech came out. Couldn't complete install and I called again said I didn't want same tech. Told another week. Supervisor came out and explained sales failed to code correctly and he submitted a ticket said someone would call me and fix the coding while on the phone with me. No one ever called.
This takes care of Sept. I asked after 3rd call " I am not going to be billed for September am I " I was told no. However if I was just call and they would fix it. I finally got services 1st week of October. Did not receive any bill for Sept. I called and asked around week 2 in October what I owed and when it was due? I was told my total bill was $83.39 for October due on Nov 01. I received a bill shortly after stating I owed $191.87. My past due balance was $83.39. I called around Oct 28 was told only a supervisor can fix this and would call me back in around 20 minutes no one ever called. I called Wednesday Oct 30, message said I was facing disconnection do to unpaid past due balance. It also said my wait time was more than 20 minutes told me to press 1 if I wanted a call back when a rep was available. I received several calls through out the day with automation telling me it was still unable to connect me to a rep and I did not get to talk to anyone all day. I set up apt at automation's request for a rep to contact me today at 10 am. I explained my issues and was told we don't fix bills once they are generated. I was told how it works is you pay the Sept bill then we will credit your account later. That put up and shut up approach never works for me. I demanded a supervisor. I was then told by the rep she would credit my account $27 and that's it. They shouldn't have began the billing until the set up was fully complete. I am not willing to pay anything for September when I had no service and I don't want my credit destroyed by 1 billing me for September before service was set up and 2 not sending me any bill prior to the 1 I received stating I now have a past due balance.

I was billed double for a month because of them changing billing cycles. I called Customer service and they agreed with me that i had payed ever month and their new billing cycle caused the error and agreeded to reinburse me the months amount 5 days later they said they was not and was going to apply it to next months bill. i explained to them that i am on a fixed income and needed that to pay other bills. but they said in so many words TUFF. I told them to send their tech, out and take their equiptment out of my house. Well they could not do that but placed me in touch with people that could. when they came on the line the guy wanted no part of me leaving and made consessions to me $200 credic and knocked some off the monthly bills for me. I told him i wanted an e-mail about this and he agreed. well not on their web sight instead of owing nothing for November i know owe $200 instead of having a $200 credic... what a sham. i will be calling again in the morning to tell them again to come get their stuff out of my house
my account number is [protected]
first claim # 8637847

I contacted Suddenlink (888 number) on 8/17/19 to find proper procedure to disconnect my services due to a move out of state. Person said it was documented and would also be documented at the local store (Jonesboro) when I returned equipment. Equipment was returned on 8/30/19 (receipt 5775496). I then received a bill for services for September of 2019 $166.21. I am now living in Alabama. I contacted the 888 number on 9/13, 9, 25, 9/26 in which I was told an expedited review would be done, 10/7 in which I was told an expedited review would be done and I would hear back). I never heard back and actually went to the Jonesboro office on 10/25 (I was in town for a training, I now live 6 hours away) and the person reviewed my information with his supervisor and he said all should be good. The Jonesboro office is really the only place I feel that I was respected in this entire process. When I returned home from my training I had received a bill from a collection agency (dated 10/21) for the Suddenlink account. My Sudden link account is now showing that I owe nothing. Spoke with someone at the 888 number today and asked for an address where I could file a complaint and assure that the collection agency was notified that I did not owe this money. The customer service advice was to return 6 hours to the local Jonesboro store to verify that all was good. After much discussion I was given this format to file a complaint..